--- title: "Book a job using the guided booking flow in Contact Center Pro" slug: "book-a-job-using-the-guided-booking-flow-in-contact-center-pro" updated: 2026-10-29T18:55:08Z published: 2026-10-29T18:55:08Z canonical: "help.servicetitan.com/book-a-job-using-the-guided-booking-flow-in-contact-center-pro" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Book a job using the guided booking flow in Contact Center Pro ## Overview The guided booking flow lets you complete a full job booking inside Contact Center Pro, without switching to ServiceTitan mid-call. It has everything you need to book the way your account is already configured, with the same fields and the same requirements, organized into a more structured flow built on ServiceTitan's research into what script order actually converts calls into jobs. You can still customize it for your business, and you can go further: add entirely new custom script steps of your own, for seasonal promotions, discounts, or anything else, that appear only for the business units, job types, or zones you choose. Booking opens over the customer profile in six steps, with the customer's details staying visible beside you. Use it to book faster, capture every required field, and keep the call attached to the job it created. --- ### #### Who uses this feature - Customer service representatives (CSRs) - Applies to all business types #### Feature configuration - This feature is currently in Private Preview and available to select accounts only. It is subject to change. If you are interested in the feature, contact your Customer Success Manager (CSM). - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager or Pro Account Manager to request a network. - Account configuration is required to use this feature, and it can be turned on for some CSRs and not others. Please contact your Customer Success Manager (CSM). - Adaptive Capacity is recommended for scheduling but not required. Manual scheduling is supported if your account does not use it. Adjustable Capacity is not supported. ## Things to know - Booking opens over the customer profile. The customer's details stay visible in a panel beside the booking steps, and closing the booking returns you to the profile without losing the customer you matched. - You can work through the steps in any order, unless your administrator has set the flow to complete steps in sequence. - Your administrator [sets up the booking flow](/construction/docs/configure-the-guided-booking-flow-in-contact-center-pro) for your account, so the steps you see may include extra sections specific to a job type, business unit, or zone. - Your flow may include a question step right after *Location*. Your answers can fill in the job type, business unit, and tags for you, or narrow the lists you choose from. See [Fill in job details with question steps in Contact Center Pro](/construction/docs/fill-in-job-details-with-question-steps-in-contact-center-pro). - Changing an earlier answer resets the steps that depend on it. If you change the job type after confirming the business unit, for example, the business unit and any dependent steps clear and you are asked to confirm them again. - The call attaches to the job automatically. You do not need to link them by hand. - Your call bar keeps working normally while you book. - > [!WARNING] > **Coming ST-82:** If the call ends before you finish, your booking stays. On outbound calls and calls to your direct line, the call's card stays in your task list with a **Close** button, whoever hangs up first. For details, see [If the call ends before you finish booking](/construction/docs/book-a-job-using-the-guided-booking-flow-in-contact-center-pro#if-the-call-ends-before-you-finish-booking). - Times shown while booking follow a single time zone for the whole booking, named in a notice at the top of the scheduling step. - > [!WARNING] > **Coming ST-82:** Booking a job can also send the customer an opt-in request for your marketing texts. The request only asks; the customer is opted in only after they reply YES. See [Step 6: Add the remaining details](/construction/docs/book-a-job-using-the-guided-booking-flow-in-contact-center-pro#step-6-add-the-remaining-details). ## Best practices - Confirm the job type first. The business unit, the custom fields, and the summary text all follow from it, so changing it later clears work you have already done. - If the customer is not sure of their address, use the service area check before going further, so you find out early whether you serve them. - Check the summary before you submit. It fills in from your job type's default text and is the field technicians read first. ## Start a booking 1. In Contact Center Pro, open the customer's profile. 2. Click **Book Job**. ![Contact center interface displaying customer details, recent jobs, and service locations.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(328).png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A44Z&se=2026-10-31T02%3A49%3A44Z&sr=c&sp=r&sig=xK0OvSQWBjEhZ%2FsbYFU5GewKXS6pQf4mPPgBuyOGpEE%3D) The booking opens in six steps over the profile: 1. Job Type & Business Unit 2. Location 3. Schedule Appointment 4. Job Details 5. Summary 6. Additional Details ![Booking details for an AC repair job including location and appointment schedule.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(330).png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A44Z&se=2026-10-31T02%3A49%3A44Z&sr=c&sp=r&sig=xK0OvSQWBjEhZ%2FsbYFU5GewKXS6pQf4mPPgBuyOGpEE%3D) > [!NOTE] > **Note:** If your account uses service areas, an optional *Service Area* step is available. Use it to check whether an address falls inside your service areas before you go further. Enter a full ZIP code or a full city name. A green confirmation shows the matched zone; a red message means the address is outside your service areas. You can continue booking either way. > [!NOTE] > **Note:** If your administrator added a question step, it appears as its own card after *Location*. Every question shows in order. Answer each one and click **Save** on the card. ## Step 1: Choose the job type and business unit 1. Select a **Job Type** from your account's list. You cannot type a job type that is not on the list. 2. The **Business Unit** resolves from the job type you picked. > [!NOTE] > **Note:** If no business unit is set up for that job type, the step shows an error and you cannot continue. Ask your administrator to configure one. 3. Check the **Priority**. It fills in from the job type's default and can be Low, Normal, High, or Urgent. Change it if this job needs a different priority, or select one if it is blank. > [!NOTE] > **Note:** If a question step filled in the job type and business unit, this step completes and closes on its own. If it narrowed them, open the step, choose from the shorter list, and save. You can change a filled-in value unless your administrator locked it. ## Step 2: Confirm the location 1. If the customer has one service location, it confirms automatically. 2. If the customer has more than one, select the right one. 3. To add a location that is not on the list, click **+ Add new** and complete the form. If the customer is an active member with an unused recurring service event at this location, you can select it here. Some job types require it. The event details are added to the top of the job summary and the event is marked complete when you submit. ## Step 3: Schedule the appointment 1. Select a **Start Date**. 2. Select an **Arrival Window**. If no business unit has been chosen yet, windows from every business unit are listed and grouped by name. > [!NOTE] > **Note:** If you pick an arrival window before the business unit, and the business unit you then choose does not offer that window, the window clears and you select again. 3. To see real availability, click **Get Adaptive Availability** and select a slot. The date, time and duration fill in from your selection. You can also enter a date and window yourself instead. 4. Select a **technician** if you want to. This fills in with the location's preferred technician where one is set. Booking is never blocked by technician availability, and you can clear or change the selection. > [!WARNING] > **Caution:** If you select a date in the past, a warning appears and you are asked to confirm again before the booking goes through. ## Step 4: Complete the job details 1. Fill in the fields shown for the job type and business unit you selected. These are set up by your administrator and vary by job type. 2. Watch the progress indicator, which shows how many of the fields you have completed. 3. Complete every required field. The step will not confirm until you do. ## Step 5: Review the summary The summary fills in from the default text your administrator set for this job type. Edit it to describe what the customer actually needs, then confirm. The confirmed summary shows in the step header. ## Step 6: Add the remaining details 1. Select any **Tags** that apply. Some tags are added automatically from the location and the customer's membership, or from your answers to a question step. A locked tag can't be removed. 2. Check the **Marketing Campaign**. This is required. If your marketing campaigns are mapped to phone numbers, the campaign fills in automatically from the number the customer dialed. Otherwise, select it from the list. 3. Select any **equipment** the job relates to. 4. Select the communication options you want, such as sending a booking confirmation. 5. > [!WARNING] > **Coming ST-82:** Review the marketing text opt-in numbers under *Job Settings*. When you book the job, Contact Center Pro sends an opt-in request to each checked number: > > - If the customer called or texted from a number saved as a mobile number on their profile, that number gets the request. > - Otherwise, every mobile number on the profile is listed, each with its own checkbox. Uncheck any number that isn't the customer's, such as a spouse's or a property manager's. > - Numbers that haven't opted in or out start checked. A number that has opted out starts unchecked; check it to ask again. Numbers that are opted in or have a request pending aren't sent anything. > - If the customer has no mobile number saved, you see a note asking you to add one in the customer's contact methods. > - Customers who haven't replied are asked again on later bookings, no more than once every 24 hours. A new customer you book right after creating them gets one opt-in text, not two. > - If your account uses contact management, the checkbox is on the contact and covers every mobile number on it. If Contact Center Pro can't load a number's opt-in status, that number has no checkbox and nothing is sent to it. > - If an opt-in request doesn't send, the job is still booked and you see a warning. Resend the request from the customer's contact methods. ## Submit the booking 1. When every required step is confirmed, click **Book Job**. ![Booking details for an AC repair job including location and appointment schedule.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(331).png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A44Z&se=2026-10-31T02%3A49%3A44Z&sr=c&sp=r&sig=xK0OvSQWBjEhZ%2FsbYFU5GewKXS6pQf4mPPgBuyOGpEE%3D) 2. A *Job Booked* message appears with a **View Job** link, and the new job appears at the top of the customer's recent jobs. > [!NOTE] > **Note:** Clicking **Book Job** twice does not create two jobs. If the booking fails to save, you see a retry message and none of your answers are lost. ## If the call ends before you finish booking > [!WARNING] > **Coming ST-82:** On outbound calls and calls to your direct line, the call's card stays in your task list after the call ends, with a **Close** button. Your booking stays where you left it, whoever hangs up first. > > 1. Finish the remaining steps and click **Book Job**. The job is still linked to the call. > 2. When you're done with the call, click **Close** on its card. > > If a booking is still in progress when you click **Close**, Contact Center Pro asks before discarding it. You can keep the card and the booking, or discard the booking and close the card. This also applies to queue calls. > > The job links to the call when you book it within an hour of the call starting. If you book later, the job is still created but isn't linked to the call. > > Things to know about cards that stay open: > > - Switching between task cards keeps each card's own booking. Taking a second call, or being transferred one, doesn't clear the first card's booking. > - Closing an outbound or direct-line call card doesn't start call classification. > - Calls from other CSRs to your direct line close on their own when the call ends, as before. ## Preview a job without leaving Contact Center Pro From the customer's recent jobs, click a job to open a read-only preview. The preview shows the job type, business unit, status, job number, customer, address, technician, arrival window, job summary, and invoice total and status. Photos and videos attached to the job appear as thumbnails; click to see them all. ## Want to learn more? - See [Configure the guided booking flow in Contact Center Pro](/construction/docs/configure-the-guided-booking-flow-in-contact-center-pro) - See [Fill in job details with question steps in Contact Center Pro](/construction/docs/fill-in-job-details-with-question-steps-in-contact-center-pro) - See [Contact Center Pro Inbox overview](/construction/docs/contact-center-pro-inbox-overview) - See [Manage and view Customer and Location profiles using Contact Center Pro](/construction/docs/manage-and-view-customer-and-location-profiles-using-contact-center-pro)