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Open Products → Responder → Functionality to configure operational behavior. Review these settings with the person who owns your CRM and dispatch process because they can change what Responder creates or updates. The page shows only the groups and rows that the team’s current CRM integration actually honors. A provider can support a general action, such as cancellation or rescheduling, without supporting every related job, technician, note, or confirmation setting. When a control is absent, confirm the selected CRM and its supported capability before treating the issue as a permissions problem.

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Scheduling and jobs

The available controls can include:
  • Rescheduling appointments whose job type is not synced
  • Keeping technician assignments when a job is rescheduled
  • Updating the job’s business unit when the selected reschedule slot belongs to a different business unit
  • Creating a customer for an unbooked call when no existing customer is found
  • Including technician names when retrieving appointments
  • Including upcoming appointments in notification emails
  • Showing memberships by service location when finding a customer
  • Allowing Responder to cancel ServiceTitan jobs
  • Replacing an existing appointment with a new emergency job
  • Choosing when technicians are assigned: never, always, emergencies only, first available in ServiceTitan, or a ServiceTitan capacity-planning mode
Enable only behavior your operations team supports. For example, allowing cancellations changes the agent from notifying staff about a cancellation request to canceling the job in ServiceTitan. Turn on Update business unit on reschedule when the job should follow the business unit whose capacity supplied the customer’s selected time slot. When the selected slot belongs to a different business unit, Responder updates the existing job before committing the appointment change, or creates the replacement job on that destination unit when the reschedule requires a replacement. When the setting is off, the job keeps its current business unit.
Changing the business unit can also change the job’s department, technician search, and revenue attribution. Test a reschedule whose chosen slot uses another business unit and one whose slot uses the current unit before enabling this for live calls.

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Add guidance for existing appointments

For ServiceTitan teams, expand Advanced → Situation guidance to give Responder instructions when an existing appointment matches selected job types and job statuses. This is useful for cases such as a warranty job on hold that should be rescheduled instead of following the normal path. Situation guidance requires Find Customer Fetch Appointments to be enabled in the Responder configuration. If the page shows the prerequisite notice instead of the rule editor, contact your Avoca team to enable it. To add a rule:
  1. Turn on Situation guidance.
  2. Select Add rule and enter a unique name.
  3. Select at least one ServiceTitan job type and job status.
  4. Write the instruction Responder should follow when an appointment matches.
  5. Save the rule, then test a matching appointment and a similar appointment that should not match.
Responder evaluates non-canceled appointments whose jobs were created and whose appointments start within the last two years. A rule name can contain up to 100 characters, guidance can contain up to 2,000 characters, and a team can configure up to 50 rules.
Situation guidance changes live agent behavior for matching customers. Keep rules distinct, avoid conflicting instructions for the same appointment, and retest after changing ServiceTitan job types or statuses.

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Block spam callers

Add a US or Canadian phone number under Spam blocklist to reject calls from that number before Responder answers. Remove a number from the list when it should be allowed again.
Confirm the full number before saving. A blocked customer or partner cannot reach the agent from that number.

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Configure ServiceTitan Bookings

ServiceTitan Bookings are appointment inquiries that require follow-up. To use them:
  1. Select the correct ServiceTitan Booking Provider ID. Add or generate a provider only when the correct provider is not already listed.
  2. Turn on ServiceTitan Bookings Enabled.
  3. Decide whether to create Bookings for non-service calls.
  4. Decide whether to create Bookings for transferred calls.
  5. Click Save at the top of the page.
Responder cannot enable ServiceTitan Bookings without a provider. Test a controlled unbooked call and a transferred call after changing these settings, then verify the expected record in ServiceTitan. See Configure bookability for the reporting rules that determine whether a call was bookable.