The Hub: what it is and who can do what

Audience: hub operators, shift managers and operations managers working the live order board. You need: Hub — orders and status at minimum. Individual actions each need their own permission, listed below.

The Hub is the live operational view of orders in flight. Where the dispatcher decides automatically, the Hub is where a person intervenes: assigning a driver by hand, changing a promised time, logging an incident, or — rarely — forcing an order closed.

What the Hub is for

The dispatcher already assigns most orders on its own, every cycle. You open the Hub when something needs a human: an order the algorithm couldn't place, a customer calling about an ETA, a driver who never picked up, a store whose alarms are firing.

If you want to understand why an order was assigned the way it was, that is the dispatcher's logic rather than the Hub's — see What the dispatcher does.

What each action needs

Access is granular on purpose. Holding the Hub view does not imply holding the critical actions.

A hub_operator deliberately has the everyday actions but not force delivery, cancel or ETA changes. See Access by section for the full grid.

The pickup code is a separate permission from assigning, even though in practice the same people usually hold both. Keeping them apart means reading a pickup code never has to be bundled with the ability to move orders between drivers.

The pages in this chapter

What you can and can't see

Everything in the Hub is filtered by your scope. A branch_manager sees their own store's orders; a chain-wide role sees all of them. Two colleagues looking at the same board can legitimately see different orders — see How scope works in practice.