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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.

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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. Keep {{team_booking_restrictions}} in the prompt to include booking restrictions from Business Info. For job types set to take a message or transfer, the restrictions include the job-type description when one is available. Use clear descriptions to help match a caller’s request to the right job type. If you remove the placeholder, the restrictions are added at the end of the prompt. Avoca applies a few rules to every AI Prompt and Configurable evaluation, after your own rules. Where your rules explicitly decide a case differently, yours win:
  • Your restrictions come first. A request that matches a service you do not offer, a take-message or transfer rule, or a caller type you do not book is not bookable, even if the caller wanted service or was offered times. The same applies when the agent tells the caller you do not offer that service or area, or that your team handles that kind of request by message or transfer.
  • The verdict follows what the caller needed, not what the agent did. A message taken or transfer made as a fallback, because something stopped the agent from booking a request it should have booked, still counts as bookable.
  • A caller who wants to book but finds no available time that works still counts as bookable, because that is a capacity gap rather than a lack of interest. These calls show a reason that starts with “No available time:” so you can find them.
  • A caller who asked for a visit or the work stays bookable if they then hesitate over the price or put it off (will call back, wants to wait, needs to check with someone first). A caller who describes a problem they have, such as a leak or a unit that is not working, and asks what the fix would cost is bookable. A caller who says they do not need or want the service is not bookable, and neither is a caller who only asks about prices, services, or availability without describing a problem or asking to schedule anything.
  • Scheduling or checking on work already sold or in progress is not bookable unless the caller reports a new problem. Adding a note to an appointment that is already scheduled is not new work.
  • An automated assistant calling for someone else, such as Google’s calling service, is bookable only if it asks to book an appointment and gives the details needed to book it. One that only asks about services, prices, or availability is not bookable.
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.

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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.

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Test before applying the change broadly

  1. Add known call IDs, or load a random sample.
  2. Click Test Settings.
  3. Compare the new result with the previous value and review the explanation.
  4. For the AI Prompt source, mark results correct or incorrect and explain why.
  5. 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.

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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.
The Bookability page changes the result used in reporting; it does not enable the agent’s live booking tools. Configure live booking behavior under Responder Functionality and the underlying eligibility information in the Knowledge Base.