Overview
When Avoca doesn’t have an integration with your CRM or scheduling system, we don’t have real-time visibility into your team’s availability. However, your message-taking bot can still provide an excellent customer experience by setting clear expectations about when customers can expect service. This guide outlines three proven approaches based on your team’s capacity and workflow preferences.Approach 1: Offer Specific Time Ranges
Best for: Teams with sufficient capacity to fulfill all incoming requests If your team is large enough to handle the volume of jobs coming in, you can configure Avoca to offer specific time windows to customers.How it works
- The bot offers customers a choice of time ranges (e.g., “morning,” “afternoon,” or specific windows like “8 AM - 12 PM”)
- Customers select their preferred time window
- Your team commits to arriving during that window
Best practices
- Be realistic about your windows - Only offer time ranges your team can consistently meet
- Build in buffer time - Account for travel time, job overruns, and unexpected delays
- Set clear expectations - Let customers know this is an estimated window, not an exact appointment time
- Have a backup plan - Ensure your team can call customers if running late or unable to make the window
Example messaging
“We can send a technician to your location tomorrow between 10 AM and 2 PM. Does that work for you?”
Approach 2: Commit to a Day with Buffer Days
Best for: Teams with moderate capacity who need flexibility If your schedule varies or you need more flexibility, you can commit to a general day while building in buffer days to ensure you can fulfill the commitment.How it works
- The bot offers customers a specific day for service
- You build buffer days into your scheduling (e.g., offer Tuesday for a job you’ll schedule between Tuesday-Thursday)
- Your team reaches out to confirm a specific time as the day approaches
Best practices
- Use buffer days strategically - Offer customers an earlier day than your internal target date
- Follow up proactively - Call customers 24-48 hours before the committed day to confirm timing
- Track your fulfillment rate - Monitor how often you meet your day commitments and adjust buffers as needed
- Communicate if plans change - If you can’t make the committed day, reach out immediately to reschedule
Example messaging
“We can get someone out to you on Wednesday. We’ll call you Tuesday afternoon to let you know what time to expect us.”
Approach 3: Message-Taking Only
Best for: Teams with limited availability or highly variable schedules If your capacity is constrained or your schedule is unpredictable, the safest approach is pure message-taking with a commitment to follow up.How it works
- The bot collects customer information and details about their service need
- The bot confirms that someone from your team will reach out shortly
- Your team reviews messages and contacts customers to schedule based on actual availability
Best practices
- Set fast follow-up expectations - Promise to reach out within a specific timeframe (e.g., “within 2 hours” or “by end of business day”)
- Actually follow up quickly - Speed to lead matters - the faster you respond, the more likely you are to book the job
- Have a dedicated process - Assign someone to monitor incoming messages and make outbound calls
- Provide the customer with next steps - Let them know what to expect and when
Example messaging
“Thank you for reaching out. I’ve taken down your information and someone from our team will give you a call within the next hour to schedule your service.”
Choosing the Right Approach
Consider these factors when deciding which approach works best for your business:| Factor | Specific Times | Day + Buffer | Message Only |
|---|---|---|---|
| Team size | Large | Medium | Small/Variable |
| Schedule predictability | High | Medium | Low |
| Customer expectations | Immediate scheduling | Same-day confirmation | Willing to wait |
| Risk tolerance | Low (can meet commitments) | Medium | High (most flexible) |
Key Takeaways
Regardless of which approach you choose:- Be consistent - Whatever you promise, deliver on it reliably
- Communicate clearly - Set explicit expectations with customers about timing and next steps
- Monitor performance - Track how well you’re meeting commitments and adjust your approach if needed
- Stay responsive - The faster you follow up, the better your conversion rate