> ## 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.

# Adding Guidance for Service and Appointment Types

## 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.

## 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>
  **Note:**

  These can be customized further (Repair System 10+ years old, Member Maintenance, etc…)
</Note>

## 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.

<Frame>
  <img src="https://mintcdn.com/avoca-hc/MH4mxrDXeo8nYAg7/images/responder/image-49.png?fit=max&auto=format&n=MH4mxrDXeo8nYAg7&q=85&s=74e79b3575ec6ee799f44d4883867863" width="484" height="314" data-path="images/responder/image-49.png" />
</Frame>

### 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.

### 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

<Steps>
  <Step>
    In your Avoca dashboard, go to **Scheduling → Booking Windows**.
  </Step>

  <Step>
    Open the **Service & Appointment Types** tab.
  </Step>
</Steps>

<Note>
  This is where you configure Service Types and Appointment Types used for booking scenarios. The exact navigation labels may vary slightly by account configuration.
</Note>

## 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.

<Steps>
  <Step>
    **Add or edit Service Types** (the trades you offer, like HVAC, Plumbing, Electrical).
  </Step>

  <Step>
    **Add or edit Appointment Types** (how you schedule work, like Repair, Maintenance, Estimate).

    <Note>Note: You can further specify your Appointment Types (Repair system 10+ years old, Member Maintenance, etc.).</Note>
  </Step>
</Steps>

<Frame>
  <img src="https://mintcdn.com/avoca-hc/MH4mxrDXeo8nYAg7/images/responder/image-50.png?fit=max&auto=format&n=MH4mxrDXeo8nYAg7&q=85&s=5e9bbac773eb4b7ee7dcddac70f6abcc" width="1608" height="616" data-path="images/responder/image-50.png" />
</Frame>

## Step 3: Add guidance definitions (Optional)

Guidance is edited per **Service Type** and per **Appointment Type**.

### A) Add guidance for a Service Type

<Steps>
  <Step>
    In **Service Types**, find the Service Type you want to define (for example, HVAC).
  </Step>

  <Step>
    Click the **document/clipboard icon** next to that Service Type.
  </Step>

  <Step>
    Paste in a short definition. Use **only what is needed to distinguish this Service Type from other trades**.

    <Frame>
      <img src="https://mintcdn.com/avoca-hc/MH4mxrDXeo8nYAg7/images/responder/image-51.png?fit=max&auto=format&n=MH4mxrDXeo8nYAg7&q=85&s=b25b246fe42c4860f17834eedfb2391d" width="1038" height="260" data-path="images/responder/image-51.png" />
    </Frame>
  </Step>
</Steps>

### B) Add guidance for an Appointment Type

<Steps>
  <Step>
    In **Appointment Types**, find the Appointment Type you want to define (for example, Repair).
  </Step>

  <Step>
    Click the **document/clipboard icon** next to that Appointment Type.
  </Step>

  <Step>
    Paste in clear selection criteria.
  </Step>
</Steps>

### Recommended guidance format

**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.

### 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.).

<Note>
  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.
</Note>

## 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.