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Open Settings → Business Info → Booking Windows to define the appointment options Avoca can offer. Booking Windows works with your CRM catalog and Responder configuration; it does not replace the CRM’s underlying job types or business units.

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Service & Appointment Types

Use Service & Appointment Types to define how services map to the appointment choices presented by Avoca. Review the service name, duration, appointment behavior, residence type, and any relevant recurring-service or emergency handling. Add guidance to every service, appointment, and residence type so Avoca can choose the correct Business Unit Mapping from the customer’s scenario:
  1. Review the warning at the top of the page. It counts each type whose guidance is blank.
  2. Select the highlighted document button beside a type that is missing guidance.
  3. Describe the customer language and scenarios that belong to that type. Include the details that distinguish it from similar types.
  4. Select Generate with AI when available to draft guidance from the company and sibling types.
  5. Review and correct the draft, then save it.
  6. Repeat until the missing-guidance warning is clear.
For example, distinguish routine maintenance on working equipment from an active repair problem, even when the customer uses words such as “tune-up” or “estimate.” Keep customer-facing names clear and ensure each option maps to the intended CRM records.
Missing or ambiguous guidance can select the wrong business unit, job type, fee, or technician. Treat AI-generated guidance as a draft and test representative scenarios before relying on it for live booking.

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Add appointment-type rules

Select Configure rules beside an appointment type when that choice should depend on customer or job history. Available rule tabs can include emergency status, customer type, membership, tags, equipment age, and Previous Job. For a previous-job rule:
  1. Choose whether the customer has or does not have a completed ServiceTitan job in the lookback period.
  2. Select one or more Job types, Business units, or both.
  3. Set the lookback value and unit, then save.
Job types and business units use OR logic: a completed job that matches either selected list satisfies a Has previous rule. If both lists are empty, the rule cannot be saved.
A previous-job rule changes which appointment type Avoca selects for a returning customer. Test a customer whose history matches by job type, one that matches only by business unit, and one with no match before using the rule for live booking.

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Business Units & Availability

Use Business Units & Availability to control when work is available for each business unit or service grouping.
  1. Select the relevant unit or grouping.
  2. Review the days and time windows offered.
  3. Confirm any capacity-bypass or emergency behavior is intentional.
  4. Save the configuration.
  5. Test one request inside availability and one outside it.

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Configure recurring-service matching

When Recurring Services appears for a business-unit mapping, select the ServiceTitan recurring-service types that belong to it and set the due-date search window:
  • Days Backward controls how far before today an open recurring service event can be due and still match.
  • Days Forward controls how far after today it can be due and still match.
  • Cadence optionally limits completion to customers whose most recent completed visit for the selected job types falls within the configured minimum and maximum days.
When more than one open event matches and transcript-based selection does not resolve the choice, Avoca uses the closest due date. If a matching event falls outside the cadence range, the appointment still books, but Avoca does not mark that recurring service event complete. Leave cadence blank when every matching event in the due-date window should be completed.
Recurring-service settings can change membership-event completion in ServiceTitan. Test an event inside the due-date and cadence windows and one outside them before using the mapping for live calls.

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Holidays

Use Holidays to add exceptions to normal availability. Set each holiday to No Booking, Regular Booking, or Emergency Only Booking, then review its service and appointment scope and transfer behavior. Review holiday rules before each seasonal schedule change.
A holiday or capacity override can affect live booking choices. Verify dates, timezone, and the affected business units before saving.

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Verify Responder behavior

After changing Booking Windows:
  1. Review Responder → Functionality and Responder → Bookability for rules that may further limit booking.
  2. Run a simulation for the intended service, date, and customer situation.
  3. Confirm the agent offers only valid windows.
  4. Confirm the resulting booking uses the correct service, appointment type, and business unit.
If no slots appear, check CRM availability, service mappings, business-unit rules, holidays, and Responder bookability before widening the schedule.