Standard Operating Procedure
Unbooked Job Follow-Up SOP
What to do when a call comes in but a job does not get booked — and how to identify the cause.
When you see an unbooked call in your Voice Agent (VA) reporting, this Standard Operating Procedure (SOP) can be used to help triage. Often, unbooked jobs are caused by a configuration issue — a zip code outside your service area, a job type the VA does not recognize, or a capacity gap. Work through the checklist before escalating.
Find Your Unbooked Calls
There are two ways to see when a call came in but did not result in a booked job:
VA Reporting Dashboard
- In ServiceTitan, go to: Settings → Voice Agent → select your agent → Reporting.
- Set your date range (we recommend checking daily, or at least every 48 hours post-go-live).
- Filter by Status, or click into Unbooked — this shows every call where the VA did not book a job.
- Click into any call to see the full transcript and listen to the recording.
Email & Tag Notifications
Set up automatic alerts so unbooked calls come to you — no manual checking required.
- In VA Settings → Escalation Rules: add your email address to receive a notification each time a call goes unbooked.
- In VA Settings → Tags: add a 'Voice Agent Follow-Up Needed' tag that automatically attaches to unbooked calls. This makes them searchable in your job list.
- Tip from the field: use both — the email catches it in real time, the tag helps you find them later.
Recommended daily habit: In the first 30 days after go-live, check your VA reporting every morning. Unbooked calls are your fastest feedback loop for tuning the VA. A pattern of the same zip code or job type failing usually means a quick configuration fix is all that is needed.
Determine Why the Job Was Not Booked
Before doing anything else, check the call transcript. The reason will usually be apparent in the first 30 seconds.
Config issue — VA could not book
- VA says: "We don't service that area"
- VA says: "I don't have that job type available"
- VA says: "We don't have any availability"
- VA transferred the call and the customer hung up
- Call ended without a booking attempt being made
→ Continue to Step 3 (Config Triage)
Customer issue — VA tried, customer declined
- Customer said they'd call back later
- Customer requested a human and the call ended
- Customer gave an objection and hung up
- Customer was outside hours and didn't want to book
- Customer said they were getting other quotes
→ Continue to Step 4 (Customer Follow-Up)
Config Triage Checklist
Work through these checks in order. Most booking failures trace back to one of three causes: zip code, job type, or capacity.
Zip Code / Service Area
If the customer's zip code is not in your service zone, or is not serviceable by a job type in that area, the VA will inform them it cannot book.
| Check | If issue found → | |
|---|---|---|
| ☐ | Open the call transcript — note the customer's address or zip code. | If zip is in your area → this is not the issue. Move to B. |
| ☐ | In ServiceTitan, go to Operations → Zones. Find the zone that covers that area. | If the zip is missing → add it to the correct zone. Save and test. Please note changes may take 24 hours to propagate. |
| ☐ | Confirm the zone is linked to the correct Business Unit. | If no BU is linked → assign the BU to the zone. Save. |
| ☐ | Check the job type description in VA settings — does it restrict to specific zip codes? | If yes and the zip is not listed → update the description to include it or remove the restriction. |
Job Type Configuration
If the VA cannot match what the customer is describing to a job type, it cannot book. This usually means the description is too narrow, too vague, or the job type is not enabled.
| Check | If issue found → | |
|---|---|---|
| ☐ | In VA Settings → Job Types & Dispatch Fees, confirm the relevant job type has the booking toggle on. | If toggle is off → turn it on. Save and retest. |
| ☐ | Read the job type description — does it clearly describe what the customer was asking for? | If not → rewrite the description using the Job Type Description Library. Be specific about what the job type does and does not cover. |
| ☐ | Check positive keywords — do they match how the customer described the issue in the transcript? | If not → add the customer's exact phrasing as a keyword. |
| ☐ | Check negative keywords — is the customer's phrasing accidentally excluded? | If yes → remove the conflicting negative keyword. |
| ☐ | Confirm the job type is assigned to the correct Business Unit, or if using Skills, has technicians with availability that match those skills. | If missing → assign the BU to the job type and save; if using Skills, ensure that skills are matched to job type and technician. Please note changes may take 24 hours to propagate. |
Capacity (AdCap)
If the VA reports no availability, the issue is in your technician shifts or Adaptive Capacity (AdCap) configuration — not the VA itself. AdCap being enabled is necessary but not sufficient; the VA also requires all four of the following inputs to offer time slots: technician shifts, skills, job types mapped to skills, and technician zones/Business Unit assignment.
| Check | If issue found → | |
|---|---|---|
| ☐ | In ServiceTitan, go to Settings → Adaptive Capacity. Confirm AdCap is enabled. | If off → enable it. This is required for the VA to see availability. |
| ☐ | Go to Operations → Tech Shifts. Confirm technicians have shifts set for the relevant time period. | If no shifts → add tech shifts. The VA can only offer times when at least one tech has an active shift. |
| ☐ | Check the date/time the call came in. Did any tech have a shift covering that window? | If not → add or extend shifts to cover your desired availability hours. |
| ☐ | In AdCap Reporting (Advanced Mode), use the Availability Flyout to check Open Hours for that time slot. | If Open Hours = 0 or negative → you are fully booked. Consider adding capacity or strategic rules. |
| ☐ | Confirm the tech's skills match the job type being requested. | If missing skill → assign the correct skill to the tech in their profile. |
| ☐ | Go to Settings → Operations → Job Booking. Confirm the "Enable use of arrival windows" checkbox is On. | If off → turn it on and save. This is a hard requirement for the VA to offer time slots. |
| ☐ | Go to Settings → Operations → Arrival Windows. Confirm arrival window definitions exist for each Business Unit the VA books into. | If missing → add arrival windows for the relevant BUs. The VA cannot offer a time slot it has no window for. |
After any config fix: Always test by calling your VA number and attempting to book the same type of job. Confirm it books correctly before considering the issue resolved.
Customer Follow-Up Workflow
If the VA attempted booking but the customer did not proceed, that call is still a warm lead. Follow up within the same business day when possible.
Find the call and note what the customer needed
Open the transcript in VA Reporting. Note the customer's name, phone number, what they called about, and any objection or hesitation they expressed.
Call or text the customer back
Call within 2–4 hours when possible — the issue is still fresh. Use this as your opening:
"Hi, this is [Name] from [Company]. I saw you called earlier about [issue] — I wanted to make sure we took care of you. Do you still need help with that?"
Address the reason they didn't book
Use the right response based on what you saw in the transcript:
- If they had an objection (dispatch fee, pricing, hesitation): Use your objection handling playbook. Acknowledge, address, and offer a time.
- If they wanted a human or called back to shop: Lean on your reputation and availability. Make it easy to say yes.
Book the job or log the outcome
- If they book: enter it in ServiceTitan and tag it as Voice Agent Follow-Up Needed so you can track conversion.
- If they don't book: log the reason. After 2 weeks of data, look for patterns — recurring objections or repeated zip codes or job types can point to either a VA config fix or a training opportunity for your team.
Escalate to Your Specialist
Escalate if you have worked through the checklist and still cannot resolve the issue. Collect the following before reaching out:
| What to collect before escalating | Where to find it |
|---|---|
| Your Tenant ID | ServiceTitan → Settings → Company → Company Information |
| The call recording and transcript link | VA Reporting → click into the unbooked call |
| The customer's zip code and what they asked for | From the transcript |
| Which job type you expected it to book | VA Settings → Job Types & Dispatch Fees |
| Whether AdCap shows open hours for that time slot | AdCap Reporting → Advanced Mode → Availability Flyout |
| Steps you've already tried from this checklist | Your notes from Steps 3A, 3B, 3C above |
Note: The more detail you bring, the faster your specialist can resolve it. A Tenant ID and call recording link alone can often cut resolution time in half.
ServiceTitan Voice Agent (VA) | Unbooked Job Follow-Up SOP | Questions? Contact your Voice Agent specialist.