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Open Responder → Call Classification to control how Avoca labels call outcomes for reporting and downstream workflows.

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Classification groups

Responder distinguishes three broad outcomes:
  • Booked lead: A qualifying customer request resulted in a booking.
  • Unbooked lead: The request was a lead, but it did not result in a booking.
  • Non-lead: The call was not a qualifying sales or service opportunity.
Each group can contain more specific reasons. Use reasons that are mutually understandable to operations, reporting, and CRM users.

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Understand FieldRoutes and PestPac booking outcomes

For teams connected to FieldRoutes or PestPac, a new-booking call counts as Booked only when the caller commits to the request. Both a specific appointment window and a message-taking request can count when the caller agrees to proceed. A caller who completes intake or hears a price but declines or leaves the decision open remains Bookable and Unbooked. Avoca can still create a CRM lead, task, or follow-up record for that warm opportunity, so the presence of a CRM record does not by itself mean the call was booked. The reverse is also true: if the caller committed, a downstream CRM-write failure does not change the call’s Booked classification. Verify the FieldRoutes task or PestPac record separately. If the dashboard shows a booked call without the expected CRM record, preserve the call ID and contact Avoca Support so the missing follow-up can be investigated.

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Review the rules

  1. Review existing reasons before adding a new one.
  2. Give each reason a clear business meaning.
  3. Add guidance that distinguishes it from similar reasons.
  4. Confirm booking and transfer behavior does not contradict the classification.
  5. Save the configuration.
Avoid creating several reasons for the same outcome with slightly different wording. That fragments reporting and makes testing harder.

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Test classifications

Use the test tools on the page, when available, or run a controlled call that clearly matches one outcome. Check the selected classification in the call details afterward. Test at least:
  • A successfully booked lead
  • A valid lead that cannot or does not book
  • A clear non-lead
  • An ambiguous case between two reasons
If an ambiguous call repeatedly selects the wrong reason, improve the distinction in the classification guidance instead of adding a duplicate reason.
Historical reclassification or backfill controls may appear only for authorized users. Before applying a change to earlier calls, confirm the intended date range and reporting impact with Avoca Support.