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Documentation Index

Fetch the complete documentation index at: https://help.avoca.ai/llms.txt

Use this file to discover all available pages before exploring further.

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Overview

Service and appointment types help Avoca interpret what kind of job this is and how it should be handled. Adding clear guidance for each type improves:
  • Classification accuracy (the right call reason + outcome)
  • Handoff quality (CSRs know what to ask and what to do next)
  • Routing and prioritization (when different types need different workflows)
This guide explains how to add guidance for Service Types and Appointment Types in Avoca.

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Before you start

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What you need

  • Access to your Avoca dashboard (with permission to edit Service Types and Appointment Types).

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Definitions

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Service Type

The category of work being requested (examples: Plumbing, Electrical, HVAC).

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Appointment Type

The scheduling container for the job (examples: Repair, Estimate, Maintenance).
Note:These can be customized further (Repair System 10+ years old, Member Maintenance, etc…)

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What “guidance” should include

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Where to edit guidance

In Scheduling → Booking Windows → Service & Appointment Types, click the document/clipboard icon next to any Service Type or Appointment Type.

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What to write in guidance

For each Service Type or Appointment Type, aim to provide:
  1. Plain-English definition
    • Short description
  2. What to confirm (minimum questions)
    • The key details needed to classify and schedule correctly.
  3. What to avoid
    • Common confusions with similar types.
  4. Suggested next steps
    • Whether to schedule, transfer, create a ticket, or set expectations.

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Example guidance (format)

  • Definition: What this is.
  • Confirm: 2–5 bullets.
  • Avoid: 1–3 bullets.
  • Next steps: 1–3 bullets.

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Step 1: Open Booking Windows

1
In your Avoca dashboard, go to Scheduling → Booking Windows.
2
Open the Service & Appointment Types tab.
This is where you configure Service Types and Appointment Types used for booking scenarios. The exact navigation labels may vary slightly by account configuration.

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Step 2: Create or enable your Service Types and Appointment Types

In Service & Appointment Types, set up the types you want Avoca to use for booking scenarios.
1
Add or edit Service Types (the trades you offer, like HVAC, Plumbing, Electrical).
2
Add or edit Appointment Types (how you schedule work, like Repair, Maintenance, Estimate).
Note: You can further specify your Appointment Types (Repair system 10+ years old, Member Maintenance, etc.).

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Step 3: Add guidance definitions (Optional)

Guidance is edited per Service Type and per Appointment Type.

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A) Add guidance for a Service Type

1
In Service Types, find the Service Type you want to define (for example, HVAC).
2
Click the document/clipboard icon next to that Service Type.
3
Paste in a short definition. Use only what is needed to distinguish this Service Type from other trades.

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B) Add guidance for an Appointment Type

1
In Appointment Types, find the Appointment Type you want to define (for example, Repair).
2
Click the document/clipboard icon next to that Appointment Type.
3
Paste in clear selection criteria.
Definition
  • One sentence: what this type is.
Select this when
  • A few clear “yes” rules (when to choose it).
Do NOT select this when
  • A few clear “no” rules (when to choose something else).
Examples (optional)
  • 1–3 caller phrases that match.

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Writing tips

  • Write guidance as rules the AI should follow, not marketing copy.
  • Make the “Do NOT select” section explicit (this is what prevents misclassification).
  • If you have special variants (for example, “Repair – system 10+ years old”), put the age rule in the Select this when section for that specific Appointment Type.

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Step 4: Test your changes

To verify changes, wait for some new calls (or place a few internal test calls) so Avoca can classify using the updated guidance. Then run a quick spot check:
  • Review a few calls that came in after your update.
  • Confirm Agent can find and use the guidance quickly.

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Common patterns (optional)

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Diagnostic vs Estimate

  • Use Diagnostic when there is a problem that needs on-site troubleshooting.
  • Use Estimate when the customer is price-shopping or requesting a quote for a known scope.

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Maintenance vs Repair

  • Maintenance is often represented as an Appointment Type (or similar scheduling type) for tune-ups or preventative service.
  • Use Repair when there is an active issue (no heat, leak, outage, etc.).
Exact naming varies by customer. If your system uses a different label (for example, “Tune-Up”), add guidance under the type your team schedules for preventative visits.

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Troubleshooting

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Agent still picks the wrong type

  • Tighten the Confirm section with 1–2 decisive questions.
  • Add an Avoid bullet comparing the most-confused alternative.

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Types are too granular

  • Consolidate guidance for low-volume types.
  • Keep unique guidance only where workflows truly differ.
Last modified on May 14, 2026