> ## 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.

# How to set up Appointment/Service Type Guidance

<Tip>
  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.
</Tip>

### 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.

### Before you start (recommended)

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

<Steps>
  <Step>
    Go to your Avoca dashboard.
  </Step>

  <Step>
    Navigate to:

    * `Team Settings` → `Booking Windows`
    * Or open directly (replace `{TEAM_ID}`): [`https://www.avoca.ai/team/{TEAM_ID}/booking-windows`](https://www.avoca.ai/team/\{TEAM_ID}/booking-windows)

    <Frame>
      <img src="https://mintcdn.com/avoca-hc/MH4mxrDXeo8nYAg7/images/responder/image-55.png?fit=max&auto=format&n=MH4mxrDXeo8nYAg7&q=85&s=68c0116269c71f5e38b015d5474891f1" width="2482" height="924" data-path="images/responder/image-55.png" />
    </Frame>
  </Step>
</Steps>

### Step 2: Add guidance for a Service Type

<Steps>
  <Step>
    In **Service Types**, find the service trade you want (examples: HVAC, Plumbing, Electrical).

    <Columns cols={2}>
      <Frame>
        <img src="https://mintcdn.com/avoca-hc/MH4mxrDXeo8nYAg7/images/responder/image-56.png?fit=max&auto=format&n=MH4mxrDXeo8nYAg7&q=85&s=387b0729417d5c8784fd5487363dd9d1" width="338" height="480" data-path="images/responder/image-56.png" />
      </Frame>
    </Columns>
  </Step>

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

    <Frame>
      <img src="https://mintcdn.com/avoca-hc/MH4mxrDXeo8nYAg7/images/responder/image-57.png?fit=max&auto=format&n=MH4mxrDXeo8nYAg7&q=85&s=fb29334d41d77312c311704a6545392f" width="1108" height="714" data-path="images/responder/image-57.png" />
    </Frame>
  </Step>

  <Step>
    Add **Guidance** that describes when to use this Service Type.
  </Step>
</Steps>

**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

<Steps>
  <Step>
    In **Appointment Types**, find the appointment category you want (examples: Service, Maintenance, Sales/Estimate).

    <Frame>
      <img src="https://mintcdn.com/avoca-hc/MH4mxrDXeo8nYAg7/images/responder/image-58.png?fit=max&auto=format&n=MH4mxrDXeo8nYAg7&q=85&s=e4f70c04b848ae680769bfafe60f34c1" width="944" height="518" data-path="images/responder/image-58.png" />
    </Frame>
  </Step>

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

  <Step>
    Add **Guidance** that describes when to use this Appointment Type.

    <Frame>
      <img src="https://mintcdn.com/avoca-hc/MH4mxrDXeo8nYAg7/images/responder/image-59.png?fit=max&auto=format&n=MH4mxrDXeo8nYAg7&q=85&s=753e3ab54227fc52f8c3bf436f2856c8" width="1112" height="708" data-path="images/responder/image-59.png" />
    </Frame>
  </Step>
</Steps>

**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.