Roam FAQ | MyPointNow


MyPointNow Roam FAQ


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Customer Support: We have an integrated live support system

  • Support Hours
    • 7:30 am - 5:00 PM EST, Monday - Friday we offer live customer phone support. Your phone call will be answered by a member of our team in Charlotte, VT, or Stamford, CT. No call center, no voice mail maze.

  • Support Tickets
    • Support Tickets. We offer a Smart support ticket system. From Roam click "Help" or the "i" link in the top right of your page. This will allow you to create a support ticket that we will follow-up on. The system is Smart because we automatically capture you information and information on the equipment you are using, and any errors you are seeing. This helps us efficiently help you.

General Questions

  • Browser Based Access
    • We strongly suggest that you use Google Chrome as your browser. We DO NOT support any version of Internet Explorer.
  • Supported Mobile Devices
    • Apple or Android devices through our VentPro App. Android Version 2.4 or higher.
  • Voice Command
    • Try Android Voice to Text System or Apple Siri (iPad 2 and iPhone 4S or higher) with Roam. Its great! Fast and easy.

Accounts and Users, Team Functions

  • Mobile and Desktop
    • Team Map - Last login location of all team members today. If a user has not checked in today they will not appear on team map.
    • Team Calendar
      • Default View - User's Calendar Today. To view Month or Week view click appropriate links.
      • All events on My Day will appear on Calendar as well as any non-associated events link personal appointments or vacation time.
      • To Add a Calendar event Click Add Event. Default is to Create and Event for the User, but events or appointments can be created here for any team member.
      • IMPORTANT NOTE: Events such as Scheduled Appointments associated with a customer should be made from the Customer Center, not Calendar.
      • Team Calendar View: Combined Calendar of all team members
      • Employees Calendar: Choose to view the Calendar of any Team Member
    • Team Members
      • Edit: Edit any information about team members
        • Picture: Add an image of Team Member.
          • Mobile Version - Click Picture, capture image with Mobile Device Camera
          • Desktop Version - Click Profile Picture. Select image file and click Save
        • Contact Information - Add or Edit information such as name, primary email address

Find - Customer Search

  • Mobile and Desktop
    • Search by Company name: partial search active
    • City or Zip
    • Search by State only to review all records in that state

  • Mobile Version
    • Search: "Customers Around Me": GPS search based on user's current location eliminates the need for data entry when accessing Roam from a customer's location

Add Customer

  • Mobile and Desktop
    • IMPORTANT: Search database prior to adding a new record to avoid duplicate records
    • Click Find, then Add Customers
    • Customers Added Either in Roam or API are added in both locations
    • All fields but Email are required. Email is STRONGLY recommended

  • Mobile Version
    • Click: Prefill Address from current location: GPS service adds address, City, State, Zip code based on mobile device current location.

Check-In Functions

  • Saved Addresses
    • To Add or Edit Saved Addresses, Click Settings, Saved Addresses.
    • Saved addresses are used to record locations that are not associated with a customers location like the office, home, or frequently used locations like motels or restaurants.
    • Starting your day at a saved address allows you to edit your start time as desired.

  • Start Day - Check-in to start your day
    • Check-in at a customer location, or at a saved address
    • Roam will track time and mileage from your first check-in and let your team know where you are on the Roam mapping system

  • Mobile Version
    • Check-in at a customer location - When you arrive at a customer location Click Check-in and we will record the mileage from your previous stop, and the elapsed time.


  • Mobile Version
    • Checking In at a job site rather than a customer's location. If you are at a job-site or another address not typically associated with your customer you can Check In At Current Location, and Then Attach to check-in to a customer.

    • From the home page click Check-In. Select. Then from my day click on the recorded check-in and Click Connect. Search for your customer record and click connect.

My Day

  • Mobile and Desktop

    03:36

    • My Day is accessed anywhere but its designed to manage all aspects of a mobile user's day.
    • Viewing My Day
      • All work orders and appoints for a users are visible on My Day. They are displayed in order of the scheduled time for each event.
      • Click on any event to view details of that event.
    • Viewing Results on My Day
      • As users proceed through their day we record and display the following information:
        • Mileage between the Start Day check and every other check-in for the day, Total miles travelled at kept as a running total.
        • Elapsed time between check-ins and total time for the day.
      • Between each check-in location on My Day Roam displays the elapsed time and mileage between stops.
      • My Day results are also reported in the following reports:
        • Team, Choose User, Map: Roam displays a map of daily routes, mileage, and time
        • Sales Report
        • Expenses Report

  • Desktop Version
    • Expense Report: Mileage travel by day (with other recorded expenses)

Customer Center

  • Mobile and Desktop - Primary Information
    • View, Edit Customer information, Manage Customer Addresses
      • Click on the Customers Name - This opens an editable customer information area.
        • Customers name, primary address and contact information can be edited and saved.
    • Click on Customer Address line to display a map of customer location and create turn by turn directions if desired.

  • Primary Phone Number is Displayed
    • Mobile Version: Click on the phone number and Roam will connect the call

  • Mobile and Desktop - Information / Settings
    • Tags - Roam utilizes a sophisticated system to sort customers for follow-up or promotional activities like newsletters or special offers. Tags, combined with Registration Records allow administrators to extract a list of all records with the same user tags or registrations types.
      • Click tags to view or set customer tags
      • Click edit to add or remove tags
      • Check each desired tag and then click Save at the top of the tag list
      • Desktop Version - Sort and display all customers based on tags click Reports, Then Customer List, Click Select tags, then check desired tags, Save Tags, then Click Search to view results.
    • History - All interaction with in customer in chronological order including quotes, communication history, existing Service Reminders, Invoices, and Payments. The most recent records are at the top of the list.

  • Mobile and Desktop - Actions Menu
    • Mobile Version - Check-In - Timestamps customer site visit in history and on My Day, and calculates elapsed and mileage from previous check-in location.
    • Note - Add general note about customer. The note will be added permanently to customer notes history
    • Tasks - Add a task for user or any other team member about selected customer.
      • New task defaults to "Open", Task posted on assigned user's Open task list, and user is notified of new task when it is created.
      • Reminder date: set a date to remind assigned user to address task issue
      • Due date: set task due date
      • When task is complete, user can change task to closed and record appropriate actions. Results are recorded permanently in customer history.

  • Reports

    01:39

    • Expenses - Collects data from My Day inputs
    • Sales Report

  • Library Systems

    01:39

    • Access Library from left navigation
    • Send documents to customers
      • Go to customer record
      • Select Employee to receive literature link
      • Click Send Document, Select literature and send

  • Integrated API's

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    • MyPointNow.com
    • MPN Connected Contractor Websites
      • Full Sites vs. Mini Sites
      • Shared Data
        • Workorders/Registrations
        • Customer Feedback
        • Contact Us Form: Leads
      • Connected Databases for the PHVAC Industry
        • Product Information
        • Pre-defined site page content
        • Library
        • Rebates and Incentives Database
        • Calculators
          • Geothermal Energy Calculator
      • Search Engine Optimization (SEO) Strategy and Results