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)
Before you start
What you need
- Access to your Avoca dashboard (with permission to edit Service Types and Appointment Types).
Definitions
Service Type
The category of work being requested (examples: Plumbing, Electrical, HVAC).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…)
What “guidance” should include
Where to edit guidance
In Scheduling → Booking Windows → Service & Appointment Types, click the document/clipboard icon next to any Service Type or Appointment Type.
What to write in guidance
For each Service Type or Appointment Type, aim to provide:- Plain-English definition
- Short description
- What to confirm (minimum questions)
- The key details needed to classify and schedule correctly.
- What to avoid
- Common confusions with similar types.
- Suggested next steps
- Whether to schedule, transfer, create a ticket, or set expectations.
Example guidance (format)
- Definition: What this is.
- Confirm: 2–5 bullets.
- Avoid: 1–3 bullets.
- Next steps: 1–3 bullets.
Step 1: Open Booking Windows
This is where you configure Service Types and Appointment Types used for booking scenarios. The exact navigation labels may vary slightly by account configuration.
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.
Step 3: Add guidance definitions (Optional)
Guidance is edited per Service Type and per Appointment Type.A) Add guidance for a Service Type
B) Add guidance for an Appointment Type
Recommended guidance format
Definition- One sentence: what this type is.
- A few clear “yes” rules (when to choose it).
- A few clear “no” rules (when to choose something else).
- 1–3 caller phrases that match.
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.
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.
Common patterns (optional)
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.
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.
Troubleshooting
Agent still picks the wrong type
- Tighten the Confirm section with 1–2 decisive questions.
- Add an Avoid bullet comparing the most-confused alternative.
Types are too granular
- Consolidate guidance for low-volume types.
- Keep unique guidance only where workflows truly differ.