--- title: "Chat resolution types, explanations, and transcript examples" slug: "chat-resolution-types-explanations-and-transcript-examples" updated: 2026-10-15T01:25:27Z published: 2026-10-15T01:25:27Z canonical: "help.servicetitan.com/chat-resolution-types-explanations-and-transcript-examples" --- > ## 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. # Chat resolution types, explanations, and transcript examples ## Overview Whenever Scheduling Pro handles a Live Chat interaction, you automatically get a summary email classified by the list of items below. ## --- ### #### Who uses this feature - Administrators, Office Employees, Managers, Technicians, Customer Service Representatives (CSRs), Dispatchers - Applies to all business types ## Appointment types Appointment calls/chats are used when a customer is looking to book a new appointment or needs help with an upcoming booked appointment. Appointment types include: - **Cancellation:** When a customer wants to cancel an upcoming booked appointment. - **Reschedule:** When a customer wants to reschedule an upcoming booked appointment. - **Bookable Lead:** When your company offers the service and the customer is qualified, but is unable to be booked (e.g., your company doesn't want certain job types booked through the widget, technical problems with creating the booking, etc.). - **No Availability:** When the customer and job type are qualified, but there is no availability on the calendar. - **No Service:** When the customer or job type is not qualified / applicable for your company (For example, a customer asks for plumbing services and you only do electrical services). ## Inquiry types The **Inquiry** option is only be used when your customer wants help outside of these three options: 1. **Booking** 2. **Rescheduling** 3. **Canceling** These are not bookable jobs and will send an email to your team with the request and will be classified by the *Inquiry* options below: - **Membership:** When a customer wants help with or information about memberships. - **Pricing/Financing:** When a customer has questions about pricing, financing, estimates, etc., and is not willing to book an appointment before their questions are answered. - **Billing:** When a customer has questions about a past bill, invoice, etc. Questions about future costs should use the **Pricing/Financing** option. - **General:** When a customer has a general question or request that doesn’t fit within the other categories. - **Complaint:** When a customer has a complaint about the business or service offered. - **Recruiting:** When a customer is inquiring about a job with your company. ## Other types The **Other** option is used for any call/chat that we are unable to categorize. We use this only when absolutely necessary. - **Abandoned:** When a call or chat disconnects (or a customer hangs up) before the agent gets enough information to choose another category - **Test:** When your team or internal Scheduling Pro employees place a test call or chat. It can also be used if you write in to give instructions to our agents (For example, informing us they aren’t open that day, etc.). - **Spam:** When a robodial, advertising, or scam call or chat comes through. We use this option with caution. ## Booking types When a Scheduling Pro agent books a customer an appointment through the booking widget, Remote Assist, or an Escalation, the *Inquiry* and *Resolution* options will be filled in automatically with options that are specific to bookings themselves. **Widget Bookings** - **Inquiry:** Booked appointment - **Resolution:** Job type linked to option chosen in the widget **Escalations** - **Inquiry:** Booked Escalation Job - **Resolution:** Service (based on set up in Schedule Engine Escalation Dashboard) **Remote Assist** - **Inquiry:** Booked via Remote Assist - **Resolution:** Trade Type ## Multiple topic interactions There are many situations where an interaction with a customer could fall into one or more categories. In these instances, Scheduling Pro agents choose between either an appointment type or an inquiry, selecting the option that informs you of the most important part of the interaction with your customer. ### Example 1 A customer wants to reschedule their appointment to next week, but also has some questions about fees. The most important thing your team needs to know is that the customer wants to reschedule. If you miss this, your team could show up at the wrong time. In this case, the agent will choose **Appointment > Reschedule**, and put the notes about fees in the General Notes, and if necessary, select **Requested follow up** so your team knows this customer wants to speak to someone about it as soon as possible. ### Example 2 A customer’s membership is coming up for renewal and they want to know if there are any options or promotions on to reduce the membership costs. Technically, this could be a membership, billing, or pricing resolution. However, the most important goal here is to secure their membership renewal. In this case, the agent will choose **Inquiry > Membership** and put their pricing/questions in the notes. ## Want to learn more? See [Managing Notifications](/construction/docs/manage-booking-notifications) ServiceTitan's advanced scheduling add-on that adds smart capacity management, technician skill matching, and zone-based booking rules. **What it does:** Ensures the right technician is booked for the right job at the right time, maximizing daily revenue and reducing travel waste. **Also called:** Advanced scheduling, Smart scheduling **Tags:** Scheduling Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Integration with third-party financing partners (e.g., GreenSky, Wisetack) that lets customers apply for financing on large jobs. **What it does:** Increases average ticket size and close rates by removing price barriers for customers who can't pay upfront. **Also called:** Customer financing, Payment plans **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Customer Financing