Why is one of my staff members icon gray instead of coloured?

A grey or ghosted staff avatar on the Dispatch Board indicates that the staff member has clocked off in the ServiceM8 app, for example at the end of their shift. This lets your office know they are no longer available for jobs.

As soon as they check into their first job (or clock in again) on the app, their corresponding staff icon will return to full color. So it’s just a quick way to let you know they’ve clocked off - but you can still send them messages, allocate jobs, etc as per usual.