Bookability measures whether a caller’s request was eligible to book; it is not the same as whether a booking was completed. Open Products → Responder → Bookability when this feature is enabled for your team.
Choose a classification source
Select one source and save it:
- Legacy: uses the standard exclusions for services not offered and requests outside your service area.
- AI Prompt: evaluates each call with the editable Bookability Prompt.
- Call Reasons: uses the
isLead value from your ServiceTitan call reasons.
For AI Prompt, write objective, mutually exclusive criteria. Save the prompt before testing it. Resetting restores Avoca’s default prompt but does not save until you click Save.
For Call Reasons, click Fetch from Service Titan, review each reason, improve its classification description, and click Save Call Reasons. Turning a reason inactive excludes it from classification, CRM sync, and bookability evaluation.
Handle transferred calls
Turn on Mark first leg of transfers as excused when the first portion of a transferred call should not count against bookability metrics. Save this setting separately.
Test before applying the change broadly
- Add known call IDs, or load a random sample.
- Click Test Settings.
- Compare the new result with the previous value and review the explanation.
- For the AI Prompt source, mark results correct or incorrect and explain why.
- Review any suggested prompt refinement before accepting and rerunning it.
Use calls that cover a service you offer, a service you do not offer, an out-of-area request, a transfer, and an ambiguous request. Testing evaluates saved settings, so save each changed section first.
Re-evaluate historical calls
Use Backfill only after the new rules pass testing. Select a start and end date, then run the backfill to re-evaluate calls in that range.
Include calls with manual bookability overrides clears those overrides and replaces them with the current automated result. Leave it off unless you intentionally want to discard the manual decisions.
