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Open Settings → Business Info to manage the CRM catalog records Avoca can use and the geographic areas your team serves.
The connected CRM remains the source of truth for its catalog. Use Avoca to import the records you need and configure how Avoca may use them; do not create a duplicate just because a CRM record has not been synced yet.

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Job Types

Open Job Types to review the types of work available from the connected CRM.
  • ServiceTitan teams see the ServiceTitan job-type editor.
  • AccuLynx teams see the corresponding Trade Types editor.
  • If neither supported connection is present, the page links back to Integrations.
For ServiceTitan:
  1. Choose Sync from ST to find job types that have not been imported into Avoca.
  2. Review the unsynced list and import only the job types Avoca needs.
  3. Add or generate a clear definition when the CRM name alone is ambiguous.
  4. Review the available Book, Reschedule, and Cancel controls for each type.
  5. Review any feature-gated controls, such as hiding an appointment, masking its date, or priority behavior, only if they appear for your team.
  6. Test a representative booking after changing a customer-facing capability.
Use the search box to narrow the list before selecting rows. For Job Types and Business Units, select the intended rows and choose Bulk edit to turn Book, Reschedule, Cancel, or all three actions on or off together. The selection can include rows outside the current search results, so confirm the selected count before applying the change.
Bulk edits save immediately across every selected record. Turning an action off can remove live booking, rescheduling, or cancellation paths for several services at once. Record the current state, use the narrowest selection, and test the affected combinations after the update.
The ServiceTitan priority badge is read-only and reflects the priority currently returned by ServiceTitan. Avoca-specific priority controls can also appear when priority overbooking is enabled; do not change them simply to match the badge.

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Configure AccuLynx trade types

For AccuLynx, open Trade Types after the API credentials are connected. For each trade:
  1. Add keywords, synonyms, or a short description that helps Avoca classify the caller’s request.
  2. Set Duration (hours) to the amount of calendar time that trade should block.
  3. Save, then test availability and a controlled booking for that trade.
The duration accepts positive values in quarter-hour increments. If a trade has no saved duration, Avoca uses the team’s configured default or four hours when no team default is available. The customer still sees the configured arrival window; the trade duration controls capacity and the appointment’s calendar end time from the selected window start.
A duration that is shorter than the work can make a representative appear free too soon; a duration that is too long can hide valid availability. Keep the value aligned with the trade used for the offered slot and confirm the booked AccuLynx calendar block.

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Business Units

Open Business Units to review ServiceTitan business units and the actions Avoca may perform for each one.
  1. Choose Sync from ST and import the required unsynced units.
  2. Give each imported unit a useful definition.
  3. Review Book, Reschedule, and Cancel independently.
  4. If Mask Appointment Date appears, enable it only when the agent should withhold the appointment date or time for that unit.
Business Units requires a ServiceTitan connection. If the page is empty, verify the integration before adding records elsewhere.

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Understand Knowledge Base locks

For ServiceTitan Job Types and Business Units, the Knowledge Base sets the team-wide cancellation and rescheduling policy. When the matching Knowledge Base section transfers the request, takes a message, or otherwise does not allow the action, the catalog row shows Cancel or Reschedule as locked off with a link to Edit in Knowledge Base. The lock changes the effective action without deleting the saved row-level setting. Allow the action in the Knowledge Base first, then return to the catalog to review which individual Job Types and Business Units are enabled.
The row-level All control changes only the actions that are not locked by the Knowledge Base. A saved catalog toggle cannot override a team-wide Knowledge Base handling rule.

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Tags

Open Tags to import and configure ServiceTitan tags.
  • Include in Job Tags controls whether the tag is available in supported job-tag behavior.
  • Additional Reschedule, Cancel, or Hide Appointment controls appear only when the corresponding feature is enabled.
  • Enable All turns on every available tag toggle for every imported tag. Review the entire list before using this bulk action.
Prefer importing selected tags. Removing all synced records or enabling every tag can affect several products at once.

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Service Areas

Open Service Areas to group the ZIP or postal codes your team serves.

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Add an area manually

  1. Choose New Service Area.
  2. Give the area a clear operational name.
  3. Add comma-separated ZIP or postal codes, or use Import from CSV on the area card.
  4. If a timezone selector is available, choose a timezone or leave it set to inherit the team’s timezone.
  5. Choose Save Changes.
Wildcard patterns are supported. For example, * matches all codes, 90* matches US ZIP codes from 90000 through 90999, and M5V* matches Canadian postal codes beginning with M5V. Use the narrowest pattern that represents the actual service boundary.

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Import ServiceTitan zones

For ServiceTitan teams, you can import a zone as a new service area or add its valid ZIP codes to an existing area. You can also associate one or more ServiceTitan zones with an area. After saving the associations:
  • ST Sync runs the same zone-to-ZIP update used by nightly sync.
  • Sync nightly keeps associated areas updated automatically.
  • Allow sync to remove zips also removes codes that no longer exist in the associated ServiceTitan zones.
Leave Allow sync to remove zips off until you have verified the zone associations. Turning it on can shrink a live service area during the next sync.
Use Export to CSV when you need a reviewable copy of the current service areas. Deleting a service area also deletes all booking windows associated with it after you save, and the action cannot be undone. Review those booking windows before typing DELETE to confirm removal.

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Validate a catalog or geography change

  1. Confirm that the intended record exists in the CRM and is imported into Avoca.
  2. Review its definition and enabled actions.
  3. Check the relevant Booking Windows, Capacity, campaign, or Responder configuration.
  4. Test one customer who should qualify and one who should not.
  5. Confirm the resulting booking or routing in the CRM.
If a CRM record disappears or changes name, correct it in the CRM first, then sync again. If a service area is unexpectedly empty, review manual removals, wildcard syntax, zone associations, and the setting that permits nightly sync to remove ZIP codes.