> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Responder functionality

> Set scheduling, job, spam, and ServiceTitan booking behavior for Responder.

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.

## Scheduling and jobs

The available controls can include:

* Rescheduling appointments whose job type is not synced
* Keeping technician assignments when a job is rescheduled
* 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.

## 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.

<Warning>
  Confirm the full number before saving. A blocked customer or partner cannot reach the agent from that number.
</Warning>

## 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](/responder/bookability) for the reporting rules that determine whether a call was bookable.