Appointment Types
On the first page of the booking-windows section, you can configure the variables that determine the possible appointment type combinations.
Service Types
These are the trades that the company offers. Select the default or create your own (like garage doors or duct cleaning, if that is a separate division in your business from HVAC). For each one you create, make sure the AI is able to identify it during the call, as that determines which availabilities are pulled from the getBookingInformation function.
Appointment Types
This section allows for scenario-based booking procedures. The base defaults are Maintenance, Sales, and Service. However, custom ones, such as ‘Service for Equipment 10 years old or older,’ allow for more complex scheduling rules.
Residence Types
If the company has different scheduling rules for commercial and residential customers, then select both so the AI can differentiate between them. If they do not, select ‘residential’ - this will reduce the number of configurations and will also be used for commercial appointments.
Service Areas
Prerequisite: configure service areas here: https://avoca.retool.com/p/full-ai-admin
All Service Areas should be selected - each new Area will create double the number of configurations so make sure you group zip codes effectively by scheduling rules and business units in Service Titan.
Example Roth Home Team ID: 888
Roth has custom booking rules for Garage Doors, Membership HVAC Maintenance, and Duct Cleaning. They also have business units separated by location, Canby and Sisters. Even though Roth has commercial service, they do not have different rules for commercial so only residential is selected.
Here are all of the possible appointment types for Roth Home that each need a booking-window configuration:
General Booking Window Configurations
Once you have all of the scheduling scenarios in the Service & Appointment Types section, click on the Business Units & Availability section to create the scheduling logic for each of the scenarios.
Removing Certain Booking Scenarios:
Each Service Type → Appointment Type combination that is enabled should have a scheduling configuration. If a combination does not logically apply, like Garage Door Maintenance, then disable it using the toggle shown below.
Service Area:
Toggle the menu below to select the Service Area for which you want to configure rules. The Zip Codes for each Service Area can be found in Integrations → Service Areas.
Business Units:
For each scheduling scenario, select the relevant business unit. This will help retrieve the correct arrival windows that should be communicated to the customer.
Lead Hours:
This setting determines how many hours from the end of the arrival window the availability will be open for booking. For example, if the window ends at 12 pm and the Lead Hours are set at 2 hours, then at 11 am, the window will be unavailable. However, at 9:30 am, the window will be available (if there is availability in ST for non-custom windows).
Start Days Buffer:
This setting determines how many days in the future the earliest availability will populate. For example, the company wants to book non-aged maintenance 3 weeks into the future at the earliest.
Selecting Availabilities by Day
This system works by marking each window per day, which tell the AI what windows to offer. Green means the window is bookable for any customer if there is availability. Orange means that the window is for emergencies only. White means that the window is not open for the respective booking scenario, even if there is availability (the AI will not even see availabilities in the return).
The green, orange and white buttons at the top allow you to select what type of openings you want to mark.
Naming Arrival Windows:
For each window, you can create a name. If the window, the name will be displayed to the AI, not the time itself.
ACP Configuration
For ACP customers, click on the ‘Import from ST’ button to automatically populate booking windows from the selected business unit.
Non-ACP Configuration
Because non-ACP customers rarely have arrival windows created in service titan, you will have to create custom arrival windows for each non-acp time slot in the booking-windows page for the AI to understand.
In this example, there are three custom windows created. The AI will always be able to offer custom windows regardless of availability in Service Titan ACP. Custom Windows and ACP Arrival Windows can be combined to create complex workflows like always offering next day appointments.
(Note: the arrival windows that are imported from service titan will not work for non-acp time slots)
