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What is Avoca Capacity?

Avoca Capacity dynamically matches customer demand with technician availability based on skills, location, business units, and job complexity. It helps prevent overbooking while maximizing your schedule efficiency. Key Benefit: We mirror your ServiceTitan Adaptive Capacity settings in Avoca so your AI agent can access real-time capacity data and book appointments intelligently.

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Prerequisites

Before setting up Avoca Capacity, make sure you have:
  • ServiceTitan Adaptive Capacity enabled – Contact your ServiceTitan CSM if you haven’t set this up yet. ServiceTitan Setup Guide
  • Technician profiles activated and configured in ServiceTitan
  • Arrival windows properly set up in ServiceTitan (required – Avoca Capacity only works with arrival windows, not business hours)
  • Technician shifts configured in ServiceTitan
  • Admin access permissions for Adaptive Capacity features:
    • Edit Adaptive Capacity Settings
    • Edit Adaptive Capacity Rules Access
    • Get Adaptive Availability Filters
If you don’t have these permissions, reach out to your account admin to request access.

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How to Enable Avoca Capacity

Contact your Avoca Customer Success Manager or account manager to enable the Avoca Capacity feature for your team. Once enabled, you’ll see a new “Capacity Planning [Beta]” tab in your Avoca dashboard under the Scheduling section.

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Using Avoca Capacity

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Capacity View

This is your main dashboard for viewing and managing capacity. What you can do:
  • View available capacity out of total capacity for each business unit and arrival window
  • Filter by job type, service area, and timezone
  • Click any capacity block to see a detailed breakdown of how capacity was calculated, including which technicians are contributing
  • Manually increase or decrease capacity directly in any capacity block if needed
Pro Tip:Use the timezone filter to view capacity in different regions if you operate across multiple time zones.

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Business Unit Groups

Group related business units together and set a base capacity for the entire group. This is especially useful if you have multiple business units that share the same technician pool. Example: You might group “HVAC Service,” “HVAC Maintenance,” and “HVAC Install” together since they all draw from your HVAC technician team.

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Rulesets

Rulesets work just like Strategic Rules in ServiceTitan’s Adaptive Capacity. Use them to create custom capacity adjustments based on specific conditions. How to create a ruleset:
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Click “Add Ruleset”
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Add a name and description
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Apply the rule to any combination of:
  • Arrival Windows
  • Weekdays
  • Business Units
  • Job Types
  • Technicians’
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Set the capacity multiplier (e.g., 0.5 for 50% capacity, 1.5 for 150% capacity)
Example Rulesets: Zero Capacity for Maintenance During Busy Season
  • Conditions: All maintenance business units
  • Multiplier: 0x (zero capacity)
  • Use case: Temporarily stop booking maintenance to focus on demand jobs
Increased Capacity for Priority Calls
  • Conditions: Priority 1 job types (no heat, no cool)
  • Multiplier: 1.5x (150% capacity)
  • Use case: Allow overbooking for high-priority emergency jobs
Important:If multiple rulesets apply to the same slot, Avoca will always use the most restrictive rule. For example, a 50% capacity rule will override an 80% capacity rule.

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Settings

Mirror your ServiceTitan Adaptive Capacity settings here. These settings control how capacity is calculated. Key settings to configure: Availability Threshold
  • Sets buffer time between jobs
  • Only affects the capacity calculation, not actual scheduling
Calculation Defaults
  • Include Non-Managed Technicians: Should non-managed techs count toward bookable capacity?
  • Include On-Call Technician Shifts: Should on-call (yellow) shifts be bookable? If yes, make sure on-call shifts are created and maintained in ServiceTitan.
  • Include Zones: Do you dispatch based on geographic zones? If yes, enable this and ensure zones are assigned to technicians.
  • Include Business Units: Can techs only work within their assigned business unit? If yes, enable and ensure BUs are properly assigned.
  • Honor Business Unit Groups over Business Units: Should grouped BUs take priority?
After-Hours Capacity: If you want to use on-call shifts for after-hours emergency booking, toggle on “Include on-call shifts in capacity calculations.” This will pull yellow on-call shifts from ServiceTitan into Avoca as bookable capacity.

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Service Areas

Associate your ServiceTitan zones with service areas in Avoca. When checking capacity for a customer address, Avoca will filter to show only technicians configured to work in that area.

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Skills

Use technician skills to determine which techs are eligible to contribute capacity for specific job types. Avoca can sync skills from ServiceTitan on a daily basis. Example: If a job type requires “Water Heater Installation” skill, only technicians with that skill will contribute capacity to that job type’s availability.

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Notifications

Set up capacity reminder emails to notify your team multiple times per day. Choose the times that work best for your workflow (e.g., 8am, 12pm, 5pm).

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Current Limitations

  • Business Hours: Avoca Capacity only works with arrival windows, not business hours. If you use business hours, create arrival windows that replicate your business hours.
  • Syncing Rulesets: ServiceTitan doesn’t expose ruleset API endpoints, so you’ll need to manually set up rulesets in Avoca to match your ServiceTitan rules.

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Best Practices

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During Migration from ACP to Adaptive Capacity

ServiceTitan recommends having one or two CSRs test Adaptive Capacity while the rest of your team continues using Adjustable Capacity Planning (ACP). Once they’re comfortable, train the rest of your team and fully transition.

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Keep Technician Shifts Updated

Avoca Capacity relies on accurate technician shift data in ServiceTitan. Make sure your team maintains:
  • Weekly shift templates
  • PTO/time-off requests
  • On-call schedules (if using after-hours capacity)

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Start Simple with Rulesets

Don’t create too many rulesets at once. Start with your most important capacity adjustments (like zero capacity for maintenance or increased capacity for emergencies) and add more as needed.

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Use Manual Overrides Sparingly

While you can manually adjust capacity in Avoca, it’s better to set up proper rulesets or update your ServiceTitan configurations. Manual overrides are best for one-off situations or emergencies.

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Frequently Asked Questions

Adjustable Capacity Planning (ACP) is ServiceTitan’s legacy capacity tool that allows manual adjustments by business unit groups only. It focuses on day-of planning with static adjustments.Adaptive Capacity (which Avoca Capacity mirrors) is ServiceTitan’s newer, more flexible solution that offers real-time adjustments, rule-based automation, and additional filtering options.
Yes, temporarily. Your Avoca Customer Success Manager can configure whether Avoca reads from ACP or Avoca Capacity. However, once you migrate to Adaptive Capacity in ServiceTitan, Avoca Capacity must be configured for your AI to access capacity data.
Capacity is calculated using either Natural Calculation (basic) or Strategic Calculation (advanced with rules). Learn more in ServiceTitan’s documentation.
This usually means:
  • The job type requires a skill that no on-shift technician has, OR
  • Technicians working multiple business units are in different BU groups, OR
  • Your arrival windows aren’t set up correctly in ServiceTitan
Check your ServiceTitan configurations first, then reach out to your Avoca Customer Success Manager if the issue persists.

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Need Help?

If you have questions about configuring Avoca Capacity or need assistance mirroring your ServiceTitan settings, contact your Avoca Customer Success Manager. We’re here to help ensure your capacity planning is set up for success.[1][2][3]
Last modified on February 19, 2026