Complete your Avoca setup

Current self-serve teams open Deploy → Launchpad. Launchpad contains the Setup Guide that records progress and keeps CRM, business information, booking, and agent work in the correct order. Teams still on the legacy onboarding experience continue to use Deploy → Setup.

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Connect your account and CRM

The standard ServiceTitan setup starts with:

1. Create your Avoca account.
2. Confirm ServiceTitan as your CRM.
3. Enter the ServiceTitan tenant information requested by Avoca.
4. Wait for Avoca to register the ServiceTitan application.
5. Install Avoca from ServiceTitan.
6. Wait for Avoca to verify the connection.
7. Sync ServiceTitan data.

The initial catalog sync can include job types, business units, call reasons, tags, and zones. Review the imported catalog before configuring how an agent should book or classify work.

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If ServiceTitan verification needs attention

The Launchpad verification step checks that the saved ServiceTitan connection can still authenticate. If it shows Credential verification needs attention, select Retry verification once. Avoca safely retries the automatic credential setup and alerts the Avoca team if it fails again. While the retry is running, the Connection verified row remains pending and its status says that credentials are being generated and access is being checked. Continue only after the row is marked Complete. Do not replace or paste credentials into the dashboard or a support ticket to make the step pass. If the status cannot be refreshed, remain on the step while Avoca retries automatically; contact Avoca Support if the attention state returns.

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Configure the business and agent

Continue through the Setup Guide in Launchpad, or the legacy Setup guide shown for your team, to:

1. Complete Company Basics with the company website, spoken company name, assistant name, and required AI Intro Line.
2. Add service knowledge and frequently asked questions.
3. Configure service types, availability, and booking windows.
4. Review the agent’s greetings, behavior, and escalation rules.
5. Set up the phone line or other required channel.
6. In Meet your agent, deploy the voice agent, preview the available voices using the agent’s greeting, and select the voice callers should hear before the first test call.

The AI Intro Line is the greeting callers hear as soon as the agent answers. Write a short, natural opening that includes the company and assistant names and offers to help. The example assembled from those names is a placeholder, not a saved value; enter the greeting before continuing. Avoid putting hours, fees, or a service list in the opening. This setup value becomes the team-level greeting in the Knowledge Base. A greeting saved for a specific agent under Settings → Agents → Calls → Voice Settings takes priority for that agent. Keep the dashboard configuration aligned with the CRM. An agent cannot reliably offer or book a service that is missing, inactive, or mapped incorrectly. The deployed agent already has a default voice, so you can keep it or choose another. You can change the selection later under Settings → Agents → Calls → Voice Settings.

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Choose how Launchpad should find availability

When Launchpad includes Capacity → Booking approach, choose the path that matches how the office places jobs:

• Use ServiceTitan availability when the office checks live technician schedules in ServiceTitan. Open Call Booking, select any job type and business unit, and match the button the team actually uses: Get Adaptive Availability means Adaptive Capacity (AdCap), while Get Availability means Adjustable Capacity Planning (ACP). If both systems are enabled, select the button used in the office’s normal booking workflow.
• Use custom arrival windows when the office uses neither button. Avoca offers the configured windows and creates the job unassigned; the dispatch team must route it because Avoca is not checking live technician availability.

Do not choose a capacity source based only on which ServiceTitan settings page is visible. Launchpad verifies the selected live-capacity path after you save it. The optional Capacity settings and business-unit-group steps can refine the setup, but they do not replace the ServiceTitan readiness checks.

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Complete the Launchpad next steps

After every assigned Setup Guide item is complete, open What’s next and select See your next steps. Launchpad shows the available next-step tiles below the guide. The exact tiles depend on your team’s setup, enabled features, and your permissions.

• If the agent is not live yet, Email your Avoca team is marked Required. Use your normal Avoca contact to confirm that setup is ready for review.
• If the agent is already live, Test your agent is marked Required instead and opens Deploy → Testing for guided calls.
• On-call calendar and People & contacts help prepare after-hours coverage, recipients, and alerts. Launchpad highlights the on-call step when your setup includes after-hours or emergency calls.
• Employee notifications and Get help when you need it appear only when the corresponding feature and permission are available.
• Route calls to us opens the call-forwarding guide for moving approved live traffic into Avoca through your phone system.

Treat Required and Recommended as the order for follow-through, not as proof that rollout is complete. Finish the required tile, then confirm testing and launch status with the owner shown in your implementation plan.

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Generate booking scenarios in Launchpad

When Launchpad includes Booking Windows, complete the service, appointment, and residence type selections before generating scenarios. Launchpad shows how many bookable scenarios those selections create across the team’s service areas.

1. Review the selected service, appointment, and residence types.
2. Select Generate to create one scenario for each applicable combination.
3. Review the generated scenarios one service area at a time and disable only the combinations Avoca should not book.
4. If you later change a type selection, return to this step and select Regenerate.

Regeneration adds and removes generated scenarios so the list matches the current type selections. Arrival windows on scenarios that remain are preserved. A warning appears when the selections have changed since the last generation; do not continue to arrival windows with a stale scenario list.

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Set arrival windows in Launchpad

When Launchpad includes Booking Windows → Arrival windows, configure every enabled scenario one service area at a time.

1. Select the service area when more than one is available.
2. For scenarios mapped to ServiceTitan business units, use Import arrival windows from ServiceTitan to refresh all mapped scenarios.
3. For a custom window, select the pencil beside the scenario.
4. If the scenario needs a full-day delay before it can be offered, enter Buffer days as a whole number from 0 to 365 and select Save buffer. Leave it blank for no buffer. This setting saves separately from the window list.
5. Enter the window’s start and end times. A customer-facing name and lead hours are optional; leaving lead hours blank uses the default.
6. Select Add window, then Done after the scenario’s list is correct.
7. Repeat for each service area and use the following setup step to paint the windows Regular, Emergency, or Unavailable.

Launchpad does not add fixed Morning, Afternoon, and Evening presets. Enter the time ranges the business can actually support. Removing a window or changing lead hours affects what the agent can offer, so verify the completed grid and run controlled scheduling tests before go-live. For advanced rules and later maintenance, open the Weekly Scheduler and see Configure booking windows.

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Test and go live

Before launch:

1. Use the testing tools shown for your product.
2. Place a test call and confirm the AI Intro Line plays immediately with the intended company and assistant names.
3. Confirm service answers, booking behavior, transfers, and call classification.
4. Correct the source configuration rather than relying on a one-off workaround in a test.
5. Complete the Agent goes live step with your implementation team.

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Test existing-customer lookup

When a new self-serve ServiceTitan Responder is deployed, Avoca enables lookup by caller ID, a caller-provided alternate phone number, and service address. If the first phone lookup does not identify a returning customer, the agent can ask for another phone number or the address on the account and try again. Before go-live, use your team’s approved test customer data to place controlled calls that cover:

• An existing customer calling from the phone number on the account
• An existing customer calling from another number and providing a phone number on the account
• A phone lookup that misses, followed by a lookup using the service address

Confirm that Responder selects the intended ServiceTitan customer and service location. When a caller supplies an alternate phone number, the agent should verify the caller’s identity before using or revealing information from the matched profile. Never use a real customer’s information without authorization. Test agent may appear as an optional final step. After launch, use Deploy → Implementation to review go-live progress and Deploy → Testing to inspect test calls. Use the go-live checklist to assign launch owners, test the customer journey, monitor the first production traffic, and plan the post-launch review.