Book a job using the guided booking flow in Contact Center Pro

Coming ST-80

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.

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 for your account, so the steps you see may include extra sections specific to a job type, business unit, or zone.

• 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.

• Times shown while booking follow a single time zone for the whole booking, named in a notice at the top of the scheduling step.

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. 

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

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.

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: 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.

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: 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.

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.

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.

Submit the booking

1. When every required step is confirmed, click Book Job. 

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: 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.

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

• See Contact Center Pro Inbox overview

• See Manage and view Customer and Location profiles using Contact Center Pro