Skip to main content
Booking Windows guidance helps Avoca reliably choose the right Service Type and Appointment Type during a call so the correct availability (and downstream rules like fees) are used.

​
When to use guidance

Add guidance any time you see:
  • The AI selecting the wrong Service Type (e.g., choosing HVAC when the caller needs plumbing).
  • The AI selecting the wrong Appointment Type (e.g., “Service” vs “Maintenance” vs “Sales/Estimate”).
  • Wrong availability windows being offered because the wrong combination was classified.
  1. Confirm your Service Types and Appointment Types list reflects what you actually want Avoca to support.
  2. Keep the list small. Fewer, clearer types makes classification more accurate.

​
Step 1: Open Booking Windows

1
Go to your Avoca dashboard.
2
Navigate to:

​
Step 2: Add guidance for a Service Type

1
In Service Types, find the service trade you want (examples: HVAC, Plumbing, Electrical).
2
Click the document icon next to that Service Type.
3
Add Guidance that describes when to use this Service Type.
What to write
  • Use clear criteria the AI can check for.
  • Prefer specific symptoms, keywords, and caller intent.
  • If two service types are commonly confused, include a line clarifying the boundary.
Example (Service Type: Plumbing)
  • Use Plumbing when the caller mentions leaks, clogged drains, sewer backup, water heater issues, or faucet/toilet problems.
  • Do not use Plumbing for no-heat/no-cooling issues unless the caller explicitly mentions a plumbing fixture.

​
Step 3: Add guidance for an Appointment Type

1
In Appointment Types, find the appointment category you want (examples: Service, Maintenance, Sales/Estimate).
2
Click the document icon next to that Appointment Type.
3
Add Guidance that describes when to use this Appointment Type.
Example (Appointment Type: Maintenance)
  • Use Maintenance when the caller is scheduling a tune-up, annual inspection, or a membership maintenance visit.
  • Do not use Maintenance when something is broken or the customer needs a repair.
Example (Appointment Type: Service)
  • Use Service when the customer reports a problem that requires diagnosis or repair (not routine maintenance).
Example (Appointment Type: Sales/Estimate)
  • Use Sales/Estimate when the caller wants a quote, replacement, or new install consultation.

​
Guidance best practices

  • Be explicit. Write rules like you are training a new scheduler.
  • Use “Use X when …” and “Do not use X when …”. This helps prevent overlap.
  • Avoid internal jargon. Prefer customer language (what callers actually say).
  • Keep it short. A few strong bullets beats a long paragraph.
  • Update after changes. If you add new Service Types or Appointment Types, add guidance right away.

​
After you add guidance: validate it

  1. Make a few test calls covering the most common scenarios.
  2. Confirm Avoca selects the expected Service Type and Appointment Type.
  3. If the AI misclassifies:
    • Tighten the guidance to reduce overlap.
    • Add 1–3 additional boundary bullets for the confusing cases.

​
Troubleshooting

The AI still chooses the wrong type
  • Check for overlap between your guidance definitions.
  • Simplify the taxonomy (merge types where possible).
  • Ensure the caller provides enough details (prompting may need to ask one extra clarifying question).
Availability looks wrong even with correct guidance
  • Confirm the Booking Windows schedule is configured for the correct combination (Service Type × Appointment Type × Residence Type × Service Area).
  • For ServiceTitan ACP customers, re-import arrival windows if ServiceTitan windows changed.
Last modified on February 19, 2026