How broker trips arrive

When your broker assigns trips to your company, ZeitRide pulls them in automatically, matches each one to a member, and puts it on your Trip List ready to schedule. Here's how the pipeline works and where to configure it.

Connecting your broker

1. Go to Settings → Broker Integrations. The page lists the broker connections available to your company, each with a Configure button and an Active / Inactive toggle.
2. Click Configure and enter the credentials your broker issued you (the fields vary by broker — API credentials for live connections; some brokers instead work via file upload or real-time webhooks and need little or no configuration).
3. Flip the integration to Active.

Only company admins can change integrations; other users can review the page.

Automatic fetching

Once an integration is active with a live connection, ZeitRide fetches your assigned trips automatically on a nightly schedule — you don't do anything each morning. As trips arrive they are:

1. Stored and normalized,
2. Matched to a member in your roster (see Member matching),
3. Placed on the Trip List for their service date — and, if unassigned, on the Dispatch board's Unassigned pool.

Member matching and recurring-trip linking always run for every company — as the settings page puts it, "there is nothing to switch on."

Live trip updates (webhook)

Some broker connections can also push trip changes to ZeitRide in real time — new assignments, removals, status changes, and detail updates appear without waiting for the nightly fetch.

1. In the broker's integration panel, find Live trip updates (webhook) and click Generate webhook.
2. Copy the Webhook URL and the Signing secret and provide both to your broker's provisioning team along with your credentials.
3. Once the broker starts sending, the panel shows when the last event was received — that's your liveness check.

If you ever need to invalidate the URL (for example, after a personnel change on the broker side), use Rotate URL + secret and give the broker the new values; the old URL stops working immediately. The nightly fetch keeps running alongside the webhook, so nothing is missed if the broker's push is delayed.

Manual fetch (backfill)

Each configured broker panel includes a Fetch trips section for pulling a date range on demand — use it only to backfill or re-pull a specific range, since normal operation is automatic. Pick a Start date and End date and click the fetch button; you'll see how many trips were fetched and stored.

Re-match & schedule trips

The same panel has a Re-match & schedule trips tool. Run it after correcting a member's Medicaid ID, date of birth, or address, or after adding members to your roster — it re-links the broker's trips to your members across all dates and can create member records for any that still don't match. Optionally give it a date range to also place newly matched trips on the schedule board.

File-based brokers

If your broker delivers trips as a file export instead of an API, enable that integration and use the Import button on the Trip List — pick the source, upload the CSV or Excel file (a template is available for download where applicable), and click Import. Uploaded trips are handled like trips the broker sends directly: each ride matched to a member goes onto the Dispatch board as an unassigned trip, and the rows are tagged File import on the Trip List. Rides you already cancelled aren't re-added if you upload the same file again, and dates in the past aren't added to Dispatch.

Riders who aren't on your roster yet

When an uploaded file includes a rider who isn't in your members list yet, ZeitRide creates the member for you during the upload. Their rides then become trips on the Dispatch board right away — you don't have to add each new rider by hand first.

• The new member is set up from the rider's outbound leg, so their home address and phone come from where they're picked up. A return leg is picked up at the clinic, so its address and phone are never used as the rider's home.
• If the file only has a return leg for a new rider, the member is created with the address and phone left blank — fill them in on the member's profile.
• Both legs of a round trip link to the same new member.
• If the file has no date of birth and you already have a member with that name whose date of birth is on file, ZeitRide doesn't guess — the ride waits for your review (see below).

Mobility from the import file

• When the file marks a rider as not ambulatory, the trip imports as a Wheelchair (manual) ride, so it needs an accessible vehicle on the board from the start.
• If that rider's profile has no Mobility type set yet, the import fills it in as Wheelchair (manual) from the file. A mobility type you have already chosen on the profile is never overwritten. The import summary shows how many profiles were set this way.

Reviewing riders the file couldn't match

ZeitRide never merges two people just because they share a name — riders can share a name, and shelters or temporary housing mean the same address can belong to several people. Rows without a confident match show the warning triangle on the Trip List; click it to review (see Member matching):

• Linking the outbound leg links the return leg in the same step — you don't review a round trip twice.
• A return leg never sets the rider's home address (its pickup is the clinic or facility, not where the rider lives).
• Create new member pre-fills the address and mobility type from the file.
• If the file's pickup differs from the address on the member's profile, the dialog offers a checkbox — Also set this member's home address to the file's pickup address — so you can update the profile at the same time, or leave it alone.

Facility match radius

The integrations page also has a Facility match radius setting (default 75 meters): incoming broker addresses within this distance of one of your facilities are recognized as that facility, which keeps facility runs grouped correctly on the board.

If a morning looks empty

If your broker trips didn't appear for today, first check Settings → Broker Integrations — the integration must be Active — then run a manual Fetch trips for today's date. If trips fetch but show member warnings, continue to Member matching.

Related: NEMT broker integrations