Voice Agent
Job Type Description Library
Mutually exclusive descriptions and keywords by trade, matched to ServiceTitan's job type naming convention. Default BU shows the business unit each job type normally posts to. Bookable and Priority reflect the recommended Voice Agent settings. Copy descriptions directly into ServiceTitan > Voice Agent > Job Types & Dispatch Fees > Description.
Setup Guide
How to Use This Library
1
Match Job Type Names
Match your job type names to ServiceTitan's Job Type names in this library where possible. Job types that are Split by equipment age (e.g. <10 vs. 10+) assume your team asks the caller’s system age and books accordingly.
2
Set Priority and Bookable Status
Set Priority in job type settings using the Priority column. Use the Bookable column as a guide for which job types should be self-service (Yes), routed with conditions (Conditional — e.g. sold work, recalls, warranty), or kept off self-booking (No).
3
Copy the Description
Copy the Description into ServiceTitan > Voice Agent > Job Types & Dispatch Fees > Description.
4
Review Keywords
Green = positive keywords the VA listens for — each is unique to one job type per trade. Red = keywords to block. Tweak to your needs.
Note: It’s still important to include job type descriptions even for job types that are toggled off or marked Conditional/No in the Bookable column, if those job types are not particularly clear. The VA uses these descriptions to understand what not to select and how to redirect appropriately. Without that guidance, the VA may still identify the disabled job type as the best match and then respond with a fallback like “sorry, we don’t support this job type,” which creates a dead end in the conversation. By providing clear descriptions on non-bookable job types, you give the VA context to deflect and map the request to a supported (bookable) job instead, leading to a better customer experience and higher booking success.
Tip: For more about Job Types in general, take a look at the ServiceTitan help documentation.
HVAC
HVAC Estimate
Default BU
HVAC Sales
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants a price, quote, or replacement consult on HVAC equipment — the system is not necessarily broken. Use when the caller explicitly asks about a new system, replacement, upgrade, second opinion, or Financing/options. Requires a comfort advisor or senior tech — do NOT book as a standard repair slot. If the system is broken and the caller has NOT asked for a quote, route to HVAC Service No Cool / No Heat (diagnose first). If the ask is specifically new or redone ductwork, use HVAC Estimate Ductwork.
Example Positive keywords
quote for new AC, new furnace, new HVAC system, replace my system, system replacement, upgrade my unit, equipment options, second opinion on replacement, financing for a new system, how much for a new unit
Example Negative keywords
not cooling, not heating, no cool, no heat, repair, fix it, tune-up, maintenance, ductwork only, just stopped working (diagnose first)
HVAC Estimate Ductwork
Default BU
HVAC Sales
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Customer wants a quote to add, replace, or redo ductwork — not equipment. Use when the caller asks about new duct runs, returns/vents, or air-balancing as a quoted project. Whole-system replacement quote → HVAC Estimate. An airflow problem with no quote intent → HVAC Service (diagnose equipment first).
Example Positive keywords
quote for ductwork, new duct runs, add a return, add a vent, redo my ducts, ductwork replacement, air balancing quote, duct design
Example Negative keywords
new system quote, replace AC, replace furnace, no cool, no heat, repair, duct leak only (diagnose first)
HVAC Install
Default BU
HVAC Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Scheduling a SOLD new system or change-out (deposit paid / install date being set). Normally booked by Sales after a won estimate, not a cold inbound. Use ONLY when the customer is confirming installation of equipment they have already agreed to. Asking price → HVAC Estimate. Broken system → HVAC Service. Do NOT pick a per-equipment install JT — there is one HVAC Install; equipment value rides on the estimate and pricebook.
Example Positive keywords
schedule my install, install date, my new system install, change-out scheduled, deposit paid install
Example Negative keywords
how much, quote, price, not cooling, not heating, repair, broken, tune-up
HVAC Install Recall
Default BU
HVAC Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Return visit on a PRIOR INSTALL — something the install crew did is not working or unfinished. Use when the caller references a recent installation by us. Recent service/diagnostic visit → HVAC Service Recall. Covered part/labor claim → HVAC Install Warranty.
Example Positive keywords
install crew was just here, something they installed isn’t working, new system not right, just got it installed and it failed, finish my install
Example Negative keywords
first time calling, no prior visit, repair, tune-up, warranty claim
HVAC Install Warranty
Default BU
HVAC Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Work on a recently installed system covered under warranty (typically NoCharge). Use when the caller references a warranty on equipment we installed. Distinguish from HVAC Install Recall, which is our own workmanship callback rather than a covered claim.
Example Positive keywords
under warranty, warranty on my new system, covered part, manufacturer warranty, labor warranty install
Example Negative keywords
out of warranty, repair I’ll pay for, recall, callback, brand new problem
HVAC Service No Cool <10
Default BU
HVAC Service
Bookable
Yes
Priority
High
Description — paste into VA settings
Cooling system is not working on equipment roughly UNDER 10 years old. Use ONLY when cooling is the problem — not heating. Triggers on: central AC, heat pump in cooling mode, compressor, refrigerant. ASK the approximate system age and route under-10 here. Member status is a TAG, not a different job type. Explicit replacement quote → HVAC Estimate. If 10+ years, use HVAC Service No Cool 10+.
Example Positive keywords
no cool, not cooling, AC not working, warm air blowing, AC won’t turn on, compressor, refrigerant leak, freon, AC blowing hot, newer AC not cooling
Example Negative keywords
no heat, furnace, heating, replace, new system quote, system is 12 years old, tune-up, maintenance
HVAC Service No Cool 10+
Default BU
HVAC Service
Bookable
Yes
Priority
High
Description — paste into VA settings
Cooling system is not working on equipment roughly 10 years or OLDER — a strong Replacement opportunity, but still a diagnostic call. Use ONLY for cooling problems. ASK system age and route 10+ here. Diagnose and repair first; do NOT auto-book a sales/replacement appointment just because the system is old. Explicit replacement options/quote → HVAC Estimate. Member = tag.
Example Positive keywords
no cool, not cooling, AC not working, warm air, AC is 12 years old, old AC not cooling, AC stopped 15 year old unit, compressor on old system
Example Negative keywords
no heat, furnace, replace (explicit quote → Estimate), tune-up, maintenance, newer system
HVAC Service No Heat <10
Default BU
HVAC Service
Bookable
Yes
Priority
High
Description — paste into VA settings
Heating system is not working on equipment roughly UNDER 10 years old. Use ONLY when heating is the problem — not cooling. Triggers on: gas furnace, heat pump in heating mode, boiler, electric air handler, pilot light. ASK system age and route under-10 here. Member = tag. Explicit replacement quote → HVAC Estimate. If 10+, use HVAC Service No Heat 10+.
Example Positive keywords
no heat, not heating, furnace not working, heater broken, cold air blowing, furnace won’t start, pilot light out, boiler not working, heat pump not heating, newer furnace no heat
Example Negative keywords
no cool, AC, air conditioning, replace, new furnace quote, system is 12 years old, tune-up
HVAC Service No Heat 10+
Default BU
HVAC Service
Bookable
Yes
Priority
High
Description — paste into VA settings
Heating system is not working on equipment roughly 10 years or OLDER — replacement opportunity, but still a diagnostic call. Use ONLY for heating problems. ASK system age and route 10+ here. Diagnose and repair first; do NOT auto-book replacement on age alone. Explicit options/quote → HVAC Estimate. Member = tag.
Example Positive keywords
no heat, furnace not working, old furnace no heat, heater is 12 years old, cold air old system, heat stopped 15 year old furnace
Example Negative keywords
no cool, AC, replace (explicit → Estimate), tune-up, newer furnace
HVAC Service Repair
Default BU
HVAC Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
General HVAC repair that is NOT a clear no-cool or no-heat symptom — noises, smells, condensate/water, short-cycling, or a follow-up fix. Use as the catch-all service JT when a specific symptom JT does not fit. Not cooling → No Cool; not heating → No Heat.
Example Positive keywords
HVAC making noise, strange smell from vents, water around furnace, condensate leak, system short cycling, AC freezing up, general HVAC repair
Example Negative keywords
no cool (use No Cool), no heat (use No Heat), new system quote, tune-up, install
HVAC Service Sold Repair
Default BU
HVAC Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
A RETURN trip for work already quoted, or a special-order part that has now arrived — NOT a fresh problem. Use when a prior tech diagnosed the job, sold or deferred the work, and the customer is being scheduled to complete it. A brand-new symptom → the relevant No Cool / No Heat / Repair JT.
Example Positive keywords
coming back to finish, special order part is in, tech ordered a part, scheduled return repair, complete the work we approved, parts arrived
Example Negative keywords
new problem, first visit, not cooling for the first time, quote, tune-up
HVAC Service Recall
Default BU
HVAC Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback on a PRIOR SERVICE visit — the tech was recently out and the same problem is back or was not fixed. Use when the caller references a recent service by us. Recent installation → HVAC Install Recall. Covered claim → HVAC Service Warranty.
Example Positive keywords
tech was just here, problem is back, you fixed this last week, same issue again, came out and it’s not fixed, callback
Example Negative keywords
first time calling, recent install (use Install Recall), warranty claim, brand new issue
HVAC Service Warranty
Default BU
HVAC Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
HVAC service work covered under warranty. Use when the caller references a warranty covering the repair. Distinguish from HVAC Service Recall, which is our own callback rather than a covered claim.
Example Positive keywords
service under warranty, covered repair, warranty claim, parts and labor warranty
Example Negative keywords
out of warranty, paid repair, recall, callback, new system
HVAC Maint Cooling Tune Up <10
Default BU
HVAC Service
Bookable
Yes
Priority
Low
Description — paste into VA settings
Planned preventive maintenance for a COOLING system roughly UNDER 10 years old — not a repair call. Use when the customer proactively wants a scheduled inspection or cleaning and has NOT reported a breakdown. Seasonal language (spring, before it gets hot) is a strong indicator. Member status is a TAG, not a different JT. ASK system age. Do NOT use if broken — use HVAC Service No Cool.
Example Positive keywords
AC tune-up, cooling maintenance, AC checkup, clean AC coils, spring AC service, prepare AC for summer, annual AC maintenance, membership cooling tune-up
Example Negative keywords
not working, broken, no cool, warm air, emergency, repair, furnace, heating, system is 12 years old
HVAC Maint Cooling Tune Up 10+
Default BU
HVAC Service
Bookable
Yes
Priority
Low
Description — paste into VA settings
Planned preventive maintenance for a COOLING system roughly 10 years or OLDER. Use for proactive scheduled cooling maintenance with no breakdown reported. ASK system age and route 10+ here. Member = tag. Do NOT use if broken — use HVAC Service No Cool 10+.
Example Positive keywords
AC tune-up old unit, cooling maintenance 12 year old AC, seasonal AC check older system, annual maintenance aging AC
Example Negative keywords
not cooling, broken, no cool, repair, emergency, furnace, newer system
HVAC Maint Heating Tune Up <10
Default BU
HVAC Service
Bookable
Yes
Priority
Low
Description — paste into VA settings
Planned preventive maintenance for a HEATING system roughly UNDER 10 years old. Use for proactive scheduled heating maintenance — fall/winter language is a strong indicator — with no breakdown reported. Member = tag. ASK age. Do NOT use if producing no heat — use HVAC Service No Heat.
Example Positive keywords
furnace tune-up, heating maintenance, fall furnace checkup, winterize heating, heat pump service, annual furnace service, before winter heating check, membership heating tune-up
Example Negative keywords
no heat, broken, cold air, emergency, repair, AC, cooling, furnace is 12 years old
HVAC Maint Heating Tune Up 10+
Default BU
HVAC Service
Bookable
Yes
Priority
Low
Description — paste into VA settings
Planned preventive maintenance for a HEATING system roughly 10 years or OLDER. Use for proactive scheduled heating maintenance with no breakdown reported. ASK age, route 10+ here. Member = tag. Do NOT use if not producing heat — use HVAC Service No Heat 10+.
Example Positive keywords
furnace tune-up old unit, heating maintenance 12 year old furnace, seasonal heating check older system, annual maintenance aging furnace
Example Negative keywords
no heat, broken, cold air, repair, emergency, AC, newer furnace
HVAC Maint Recall
Default BU
HVAC Service
Bookable
No
Priority
Low
Description — paste into VA settings
Internal/return workflow — a callback on a prior maintenance visit. A cold inbound rarely routes here; if a customer reports a problem after a tune-up, route to the relevant HVAC Service JT.
Example Positive keywords
after my tune-up something’s wrong, maintenance callback
Example Negative keywords
schedule a tune-up, new maintenance, repair, no cool, no heat
HVAC Maint Warranty
Default BU
HVAC Service
Bookable
No
Priority
Low
Description — paste into VA settings
Internal/warranty workflow on a maintenance visit — not a typical inbound booking. Deflect to the appropriate HVAC Service JT if the customer is reporting an actual problem.
Example Positive keywords
maintenance under warranty
Example Negative keywords
schedule a tune-up, repair, no cool, no heat
Plumbing
PLM Estimate Repipe
Default BU
Plumbing Install
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants a quote for repiping or a general plumbing project — replacing pipes, gas/water lines. Use when the caller asks for pricing or options. Water-heater quote → PLM Estimate Water Heater. Active leak/problem now → PLM Service Demand.
Example Positive keywords
quote to repipe, replace my pipes, repipe the house, gas line quote, water line replacement quote, plumbing estimate, PEX repipe price
Example Negative keywords
water heater quote, active leak now, burst pipe, no hot water, clogged drain, repair now
PLM Estimate Water Heater
Default BU
Plumbing Install
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants a quote for a new or replacement water heater (tank or tankless). Use when the caller asks for pricing, options, or an upgrade. No hot water or leaking right now → PLM Service No Hot Water (diagnose first).
Example Positive keywords
quote for new water heater, replace water heater price, upgrade to tankless, new tankless quote, water heater options, how much for a water heater
Example Negative keywords
no hot water now, water heater leaking now, repair, just stopped working (diagnose first)
PLM Install
Default BU
Plumbing Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Scheduling a SOLD plumbing install — repipe, water-heater install, fixture install, or miscellaneous work the customer has agreed to. Sewer line replacement → PLM Install Sewer Replacement. Water treatment → PLM Install Water Treatment. Quote stage → an Estimate JT. There is one general PLM Install bucket; equipment value rides on the estimate and pricebook.
Example Positive keywords
schedule my plumbing install, water heater install date, install my new faucet, fixture install, repipe scheduled, install the unit we approved
Example Negative keywords
quote, price, leak, clog, no hot water, sewer replacement, water softener install
PLM Install Recall
Default BU
Plumbing Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback on a PRIOR plumbing INSTALL. Use when the caller references a recent installation by us. Recent service visit → PLM Service Recall. Covered claim → PLM Install Warranty.
Example Positive keywords
install crew was just here, new install not working, just installed and it failed, finish my plumbing install
Example Negative keywords
first call, recent service, warranty claim, new problem
PLM Install Warranty
Default BU
Plumbing Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Plumbing install work covered under warranty (includes water/treatment warranty installs). Distinguish from PLM Install Recall, our own workmanship callback.
Example Positive keywords
install under warranty, covered install, warranty on new water heater install, manufacturer warranty plumbing
Example Negative keywords
out of warranty, paid repair, recall, callback
PLM Service Demand
Default BU
Plumbing Service
Bookable
Yes
Priority
High
Description — paste into VA settings
General plumbing problem or diagnostic — the catch-all demand call. Triggers on: leaks, running/overflowing toilet, faucet/fixture issues, low pressure, burst pipe, no water. Use when a specific symptom JT does not clearly fit. No hot water → PLM Service No Hot Water. Clogged/backed-up drain → PLM Service Drain Clearing. Leak detection → PLM Service Inspection.
Example Positive keywords
leak, water leak, burst pipe, running toilet, overflowing toilet, faucet dripping, low water pressure, no water, pipe leaking, water under sink, toilet won’t flush (single)
Example Negative keywords
no hot water, multiple drains clogged, sewer backup, water heater, find the hidden leak (inspection), softener
PLM Service No Hot Water <8
Default BU
Plumbing Service
Bookable
Yes
Priority
High
Description — paste into VA settings
Water heater is malfunctioning on a unit roughly UNDER 8 years old — no hot water, not enough hot water, noise, or leaking from the unit. Includes tank and tankless. ASK the water-heater age and route under-8 here. A water heater leaking belongs here, not in PLM Service Demand. Explicit replacement/quote → PLM Estimate Water Heater. If 8+, use PLM Service No Hot Water 8+.
Example Positive keywords
no hot water, not enough hot water, water heater not working, water heater leaking, lukewarm water, water heater noise, pilot light water heater out, tankless not heating, newer water heater
Example Negative keywords
replace water heater (explicit → Estimate), new water heater quote, drain clogged, toilet, water heater is 12 years old
PLM Service No Hot Water 8+
Default BU
Plumbing Service
Bookable
Yes
Priority
High
Description — paste into VA settings
Water heater is malfunctioning on a unit roughly 8 years or OLDER — a replacement opportunity, but still a diagnostic/repair call. ASK age and route 8+ here. Diagnose and repair first; do NOT auto-book a replacement on age alone. Explicit replacement/options → PLM Estimate Water Heater.
Example Positive keywords
no hot water old unit, water heater 10 years old not working, leaking old water heater, lukewarm water aging tank, no hot water 12 year old heater
Example Negative keywords
replace (explicit → Estimate), new water heater quote, drain, toilet, newer unit
PLM Service Inspection
Default BU
Plumbing Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Locating or inspecting — leak detection, camera/line inspection, or a general plumbing inspection. Use when finding or assessing a problem is the goal. An obvious active leak needing immediate repair → PLM Service Demand. A clog → PLM Service Drain Clearing.
Example Positive keywords
leak detection, find the leak, hidden leak, plumbing inspection, camera the line, sewer camera inspection, locate the leak
Example Negative keywords
obvious leak repair now, burst pipe, clogged drain, no hot water
PLM Service Repair
Default BU
Plumbing Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
General plumbing repair that is not a clear demand symptom, drain clog, or no-hot-water issue. Use as the catch-all service JT when a specific symptom JT does not fit.
Example Positive keywords
plumbing repair, fix my plumbing, valve repair, hose bib repair, general plumbing fix
Example Negative keywords
leak (use Demand), clogged drain, no hot water, install, quote
PLM Service Sold Repair
Default BU
Plumbing Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
A RETURN trip for previously-quoted work or a special-order part that has arrived — not a fresh problem. Use when a prior tech sold or deferred the work and the customer is being scheduled to complete it. A new problem → PLM Service Demand.
Example Positive keywords
coming back to finish, special order part in, tech ordered a part, scheduled return plumbing, complete approved work
Example Negative keywords
new problem, first visit, leak now, quote, clog
PLM Service Recall
Default BU
Plumbing Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback on a prior plumbing SERVICE visit — the same issue is back. Use when the caller references a recent service by us. Recent install → PLM Install Recall.
Example Positive keywords
tech was just here, issue is back, you fixed this last week, same leak again, callback plumbing
Example Negative keywords
first call, recent install, warranty claim, new problem
PLM Service Warranty
Default BU
Plumbing Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Plumbing service work covered under warranty. Distinguish from PLM Service Recall, our own callback.
Example Positive keywords
service under warranty, covered plumbing repair, warranty claim plumbing
Example Negative keywords
out of warranty, paid repair, recall, callback
Electrical
ELEC Estimate
Default BU
Electrical Install
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants a quote for electrical work — a panel/service upgrade, adding circuits, or a general project. Use when the caller asks for pricing or options. Rewire/remodel quote → ELEC Estimate Rewire/Remodel. Standby generator quote → GEN Estimate. Active no-power problem → ELEC Service No Power.
Example Positive keywords
quote for electrical, panel upgrade quote, service upgrade price, add circuits cost, electrical estimate, how much for electrical work, 100 to 200 amp quote
Example Negative keywords
no power now, outlet dead, breaker tripping now, rewire quote, generator quote, repair
ELEC Estimate Rewire/Remodel
Default BU
Electrical Install
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Customer wants a quote for rewiring or remodel wiring — whole-home rewire or wiring for a remodel/addition. Use when the scope is rewire/remodel. A single panel upgrade or general quote → ELEC Estimate.
Example Positive keywords
rewire the house, whole-home rewire quote, remodel wiring, wiring for addition, knob and tube replacement quote
Example Negative keywords
panel upgrade only, no power, outlet repair, install one outlet
ELEC Install
Default BU
Electrical Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Scheduling SOLD electrical installation — panel/service upgrade (the core line), sub-panel, new outlets/switches, light fixtures, surge protector, or EV charger the customer has agreed to. Quote stage → ELEC Estimate. Standby generator → GEN Install. An existing component that stopped working → ELEC Service No Power / Repair.
Example Positive keywords
schedule panel upgrade, install date electrical, add an outlet, install a switch, install light fixture, ceiling fan install, surge protector install, EV charger install, sub-panel install, recessed lights install
Example Negative keywords
outlet stopped working, no power, breaker tripping, quote, price, generator, repair
ELEC Install Recall
Default BU
Electrical Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback on a PRIOR electrical INSTALL. Use when the caller references a recent installation by us. Recent service → ELEC Service Recall.
Example Positive keywords
install was just done, new panel not right, just installed and it failed, finish my electrical install
Example Negative keywords
first call, recent service, warranty claim, new problem
ELEC Install Warranty
Default BU
Electrical Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Electrical install work covered under warranty. Distinguish from ELEC Install Recall, our own workmanship callback.
Example Positive keywords
install under warranty, covered electrical install, warranty on new panel
Example Negative keywords
out of warranty, paid repair, recall, callback
ELEC Service No Power
Default BU
Electrical Service
Bookable
Yes
Priority
High
Description — paste into VA settings
An electrical component or circuit has stopped working, or the home has lost power — dead outlets, lights out, breaker tripping repeatedly, sparks, burning smell, or partial/whole-home power loss. Use as the electrical diagnostic/demand JT. For a complete outage, first confirm whether it is a UTILITY issue (advise the customer to contact their provider) or INTERNAL (panel, main breaker, service entrance) and dispatch promptly if internal. Quote (panel upgrade) → ELEC Estimate. Generator won’t start → GEN Service. (Per CAS convention, priority is High — not Urgent.)
Example Positive keywords
no power, outlet dead, outlets not working, lights went out, breaker keeps tripping, sparks from outlet, burning smell electrical, partial power loss, whole house no power, main breaker tripped, power went out
Example Negative keywords
add an outlet, install, panel upgrade quote, generator install, EV charger, light fixture install
ELEC Service Inspection
Default BU
Electrical Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Whole-home electrical inspection or safety check with no specific defect reported — home purchase/sale, older-home concern, panel labeling, or peace of mind. Use ONLY when the inspection itself is the goal. A specific problem → the relevant repair/install JT.
Example Positive keywords
electrical inspection, home electrical safety check, buying a house electrical, older home wiring check, electrical audit, pre-sale electrical inspection, panel labeling
Example Negative keywords
outlet broken, no power, breaker issue, install, repair, lights out
ELEC Service Repair
Default BU
Electrical Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
General electrical repair that is not a clear no-power symptom — a switch, a single fixture not working, a minor fix. Use as the catch-all service JT. A clear power-loss symptom → ELEC Service No Power.
Example Positive keywords
switch not working, light fixture not working, ceiling fan not working, fan wobbling, flickering light, minor electrical repair, dimmer not working
Example Negative keywords
no power, whole house out, breaker tripping repeatedly, install new, panel upgrade, quote
ELEC Service Recall
Default BU
Electrical Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback on a prior electrical SERVICE visit — the same issue is back. Recent install → ELEC Install Recall.
Example Positive keywords
tech was just here, issue is back, you fixed this last week, same electrical problem again, callback
Example Negative keywords
first call, recent install, warranty claim, new problem
ELEC Service Warranty
Default BU
Electrical Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Electrical service work covered under warranty. Distinguish from ELEC Service Recall, our own callback.
Example Positive keywords
service under warranty, covered electrical repair, warranty claim electrical
Example Negative keywords
out of warranty, paid repair, recall, callback
Generator
GEN Estimate
Default BU
Generator Install
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants a quote for a standby/whole-home generator (e.g., Generac). Use when the caller asks for pricing or options on backup power. This is a GENERATOR — route to the Generator trade, NOT Electrical. A panel upgrade or EV charger quote → ELEC Estimate.
Example Positive keywords
quote for a generator, standby generator price, whole-home generator, Generac quote, backup power options, generator estimate
Example Negative keywords
generator won’t start (service), panel upgrade, EV charger, electrical quote, no power utility
GEN Install
Default BU
Generator Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Scheduling a SOLD standby generator install (includes transfer switch). Use when confirming installation the customer has agreed to. Quote stage → GEN Estimate. Electrical panel work → ELEC Install.
Example Positive keywords
schedule generator install, generator install date, Generac install scheduled, transfer switch install, standby generator install
Example Negative keywords
quote, price, generator not working, panel upgrade, electrical install
GEN Install Recall
Default BU
Generator Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback on a PRIOR generator INSTALL. Recent install issue → here; a running-unit problem → GEN Service.
Example Positive keywords
generator install just done, new generator not right, finish my generator install
Example Negative keywords
first call, running unit problem, warranty claim
GEN Install Warranty
Default BU
Generator Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Generator install work covered under warranty. Distinguish from GEN Install Recall, our own callback.
Example Positive keywords
generator install under warranty, covered generator install, manufacturer warranty generator
Example Negative keywords
out of warranty, paid repair, recall
GEN Service <10
Default BU
Generator Service
Bookable
Yes
Priority
High
Description — paste into VA settings
A standby generator on a unit roughly UNDER 10 years old is not working — won’t start, faulting, error light, or didn’t run during an outage. ASK the unit age and route under-10 here. Routine annual service → GEN Maint.
Example Positive keywords
generator won’t start, generator not working, generator error code, generator didn’t run during outage, generator fault, newer generator problem
Example Negative keywords
generator maintenance, annual service, install, quote, generator is 12 years old
GEN Service 10+
Default BU
Generator Service
Bookable
Yes
Priority
High
Description — paste into VA settings
A standby generator on a unit roughly 10 years or OLDER is not working. ASK unit age and route 10+ here. Routine annual service → GEN Maint.
Example Positive keywords
old generator won’t start, generator 12 years old fault, aging generator not running, error on old generator
Example Negative keywords
maintenance, annual service, install, quote, newer generator
GEN Service Recall
Default BU
Generator Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback on a prior generator SERVICE visit. Recent install → GEN Install Recall.
Example Positive keywords
generator tech was just here, same generator issue again, callback generator
Example Negative keywords
first call, recent install, warranty claim
GEN Service Warranty
Default BU
Generator Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Generator service work covered under warranty. Distinguish from GEN Service Recall.
Example Positive keywords
generator service under warranty, covered generator repair
Example Negative keywords
out of warranty, paid repair, recall
GEN Maint <10
Default BU
Generator Service
Bookable
Yes
Priority
Low
Description — paste into VA settings
Planned preventive maintenance on a standby generator roughly UNDER 10 years old — annual service or PM, no active fault. Member status is a tag. ASK unit age. Won’t start or faulting → GEN Service.
Example Positive keywords
generator maintenance, annual generator service, generator PM, generator tune-up, scheduled generator service, membership generator service
Example Negative keywords
generator won’t start, faulting, error code, install, quote, generator is 12 years old
GEN Maint 10+
Default BU
Generator Service
Bookable
Yes
Priority
Low
Description — paste into VA settings
Planned preventive maintenance on a standby generator roughly 10 years or OLDER. ASK age, route 10+ here. Member = tag. Active fault → GEN Service.
Example Positive keywords
old generator maintenance, annual service 12 year old generator, PM aging generator
Example Negative keywords
won’t start, faulting, install, newer generator
GEN Maint Recall
Default BU
Generator Service
Bookable
No
Priority
Low
Description — paste into VA settings
Internal/return workflow — callback on a prior generator maintenance visit. A cold inbound rarely routes here; deflect to GEN Service if a problem is reported.
Example Positive keywords
after my generator service something’s wrong
Example Negative keywords
schedule maintenance, new PM, won’t start
GEN Maint Warranty
Default BU
Generator Service
Bookable
No
Priority
Low
Description — paste into VA settings
Internal/warranty workflow on a generator maintenance visit — not a typical inbound booking. Deflect to GEN Service if a problem is reported.
Example Positive keywords
generator maintenance under warranty
Example Negative keywords
schedule maintenance, won’t start, repair
Roofing
Roof Estimate Replacement
Default BU
Roofing Sales
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants a price, quote, or consult on a full roof replacement / re-roof — the roof is at end of life, leaking repeatedly, or they explicitly want a new roof. Use when the caller asks for a quote, options, financing, or a second opinion on replacement. Requires a sales/estimator appointment — do NOT book as a repair slot. A single active leak with no replacement intent → Roof Service Repair (diagnose first). Storm/claim-driven → a Roof Estimate Storm/Insurance JT.
Example Positive keywords
quote for a new roof, replace my roof, re-roof, roof replacement cost, how much for a new roof, roof is at end of life, financing for a roof, second opinion on my roof, full roof estimate, tear off and replace
Example Negative keywords
leak repair, fix a few shingles, inspection only, storm damage claim, gutter quote, just a repair
Roof Estimate Storm/Insurance
Default BU
Roofing Sales
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants a quote or assessment tied to storm damage or an insurance claim — hail, wind, fallen tree, or an adjuster involved — and a claim has NOT yet been filed (pre-claim). Use when the caller mentions storm damage or wanting it looked at for insurance but no claim/adjuster is in motion yet. Requires a sales/estimator who handles insurance work. A claim already filed with an adjuster pending → Roof Insurance Post-Claim. A Supplement/underpaid scope → Roof Insurance Supplement. A denied claim → Roof Insurance Denied. A routine end-of-life replacement with no storm → a Roof Estimate Replacement JT. Active emergency leak now → Roof Service Emergency Leak. (Maps to Flow - Insurance Inspect / Ins Pre-Claim.)
Example Positive keywords
storm damage, hail damage, wind damage, think I have roof damage, want it looked at for insurance, tree fell on roof, should I file a claim, free storm inspection, insurance roof inspection
Example Negative keywords
claim already filed (Post-Claim), adjuster scheduled (Post-Claim), underpaid scope (Supplement), claim denied (Denied), end of life no storm (Replacement), active leak now (Emergency)
Roof Insurance Post-Claim
Default BU
Roofing Sales
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer has already FILED a storm/hail/wind claim and an adjuster is pending or scheduled. Use when the caller references a claim number, an adjuster appointment, or wanting us to meet the adjuster. Requires the insurance-trained estimator. NEVER offer to waive or absorb the deductible. No claim filed yet → Roof Estimate Storm/Insurance (pre-claim). Underpaid/partial approval → Roof Insurance Supplement. Denied → Roof Insurance Denied. (Maps to Flow - Ins Post-Claim.)
Example Positive keywords
I filed a claim, claim number, adjuster is coming, meet my adjuster, adjuster scheduled, insurance approved an inspection, my claim is in progress
Example Negative keywords
haven’t filed yet (Pre-Claim), claim was underpaid (Supplement), claim denied (Denied), waive my deductible (never), no storm replacement
Roof Insurance Supplement
Default BU
Roofing Sales
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Existing storm claim was approved but the scope is underpaid or missing items — a supplement is needed. Use when the caller references a low payout, missing line items, or that the adjuster’s scope doesn’t cover the full job. Requires the insurance-trained estimator. NEVER offer to waive the deductible. Adjuster still pending → Roof Insurance Post-Claim. Fully denied → Roof Insurance Denied. (Maps to Flow - Ins Supplement.)
Example Positive keywords
claim was underpaid, they didn’t pay enough, missing items on my claim, supplement my claim, adjuster scope is short, insurance lowballed the roof
Example Negative keywords
no claim yet (Pre-Claim), adjuster pending (Post-Claim), claim denied (Denied), waive deductible (never)
Roof Insurance Denied
Default BU
Roofing Sales
Bookable
Yes
Priority
Normal
Description — paste into VA settings
A storm/hail/wind claim was DENIED and the customer wants options — a re-inspection, a second opinion, or a self-pay path. Use when the caller references a denial. Requires the insurance-trained estimator. Set expectations honestly; do NOT promise claim reversal or make free-roof guarantees. Claim still open/underpaid → Roof Insurance Supplement. No claim filed → Roof Estimate Storm/Insurance. (Maps to Flow - Ins Denied Claim.)
Example Positive keywords
my claim was denied, insurance denied it, denied roof claim, second opinion after denial, what are my options after denial, re-inspect after denial
Example Negative keywords
claim approved but low (Supplement), adjuster pending (Post-Claim), no claim yet (Pre-Claim), guarantee a free roof (never), waive deductible (never)
Roof Multi-Trade Estimate
Default BU
Roofing Sales
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants estimates spanning roof PLUS one or more other exterior trades in the same visit — roof + siding, roof + gutters, roof + windows, or a full exterior package. Use when two or more trades are clearly named. Requires an estimator who can scope multiple trades (one appointment, multiple line items). A single-trade quote → that trade’s Estimate JT. (Maps to Flow - Multi-Trade.)
Example Positive keywords
roof and siding, roof and gutters, roof and windows, full exterior, redo the whole outside, roof plus siding quote, multiple things on the exterior, gutters and roof together
Example Negative keywords
just the roof (Roof Estimate), just gutters (Gutter Estimate), just siding (Siding Estimate), single trade only, repair
Roof Install
Default BU
Roofing Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Scheduling a SOLD roof replacement or re-roof (contract signed / deposit paid / install date being set). Normally booked by Sales after a won estimate, not a cold inbound. Use ONLY when the customer is confirming installation of work they have already agreed to. Asking price → a Roof Estimate JT. Active leak → Roof Service. There is one Roof Install bucket; material/scope value rides on the estimate and pricebook.
Example Positive keywords
schedule my roof install, roof install date, my new roof install, contract signed install, deposit paid roof, set my install day, when is my roof getting done
Example Negative keywords
how much, quote, price, leak, missing shingles, inspection, repair, storm damage claim
Roof Emergency Tarp / Active Leak
Default BU
Roofing Service
Bookable
Yes
Priority
High
Description — paste into VA settings
Active roof leak happening NOW — water coming in, ceiling stain spreading, active drip during or after rain — needing an emergency tarp or immediate stop-gap. Use as the urgent roofing demand JT. A tarp/emergency dispatch typically carries a fee ($300–$1,500 range); estimates remain free. Diagnose and stop the water first; do NOT auto-book a replacement just because the roof is old. Explicit replacement quote → a Roof Estimate Replacement JT. Storm/claim-driven → a Roof Estimate Storm/Insurance JT. A non-active or minor issue → Roof Service Repair. (Per CAS convention, priority is High — not Urgent. Maps to Flow - Emergency Tarp.)
Example Positive keywords
roof is leaking, active leak, water coming through ceiling, water dripping inside, ceiling stain spreading, leak during rain, emergency roof leak, need a tarp, water in the house from the roof
Example Negative keywords
old roof want a quote (Estimate), insurance claim (Storm/Insurance), missing a shingle not leaking, inspection, gutter, install
Roof Service Repair
Default BU
Roofing Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
General roof repair that is NOT an active emergency leak — missing or damaged shingles, popped nails, flashing, boot/pipe seal, small isolated repair, or a follow-up fix. Use as the catch-all roofing service JT when a specific symptom JT does not fit. A repair/service call typically carries a diagnostic/service fee (~$149); estimates remain free. Active leak now → Roof Emergency Tarp / Active Leak. End-of-life replacement quote → a Roof Estimate Replacement JT. (Maps to Flow - Repair Service.)
Example Positive keywords
roof repair, missing shingles, damaged shingles, popped nails, flashing repair, pipe boot leak, shingle blew off, small roof fix, fix a section of roof
Example Negative keywords
active leak now (Emergency Tarp), full replacement quote (Estimate), inspection only, gutter, storm claim
Roof Service Inspection
Default BU
Roofing Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Roof inspection or assessment with no active emergency — home purchase/sale, maintenance check, age/condition evaluation, or peace of mind, with no storm/claim driver. Use ONLY when the inspection itself is the goal and it is not insurance-driven. An active leak → Roof Emergency Tarp / Active Leak. A storm/claim inspection → a Roof Estimate Storm/Insurance JT. A known replacement decision → a Roof Estimate Replacement JT.
Example Positive keywords
roof inspection, inspect my roof, check my roof, buying a house roof inspection, pre-sale roof inspection, roof condition assessment, how old is my roof, roof checkup
Example Negative keywords
active leak now, storm/hail inspection (Storm/Insurance), missing shingle repair, replacement quote, gutter cleaning, install
Roof Recall/Warranty
Default BU
Roofing Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback or covered claim on prior roofing work by us — a recent install or service visit where the same problem is back or unfinished (recall), OR work covered under a workmanship/manufacturer warranty (typically NoCharge). Use when the caller references a recent roof job by us or a warranty on it. Distinguish a recall (our own callback) from a warranty (a covered claim) when capturing notes, but both route here. A brand-new, unrelated problem → Roof Emergency Tarp / Active Leak or Roof Service Repair.
Example Positive keywords
install crew was just here, new roof is leaking, tech was just here, leak is back, you fixed this last week, same spot again, finish my roof install, roof under warranty, warranty on my new roof, covered roof repair, manufacturer shingle warranty, workmanship warranty
Example Negative keywords
first time calling, brand new unrelated problem, out of warranty paid repair, new quote, inspection for sale
Gutters
Gutter Estimate
Default BU
Gutters Sales
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants a quote for new gutters, gutter replacement, or gutter guards. Use when the caller asks for pricing or options on gutters or guards. A gutter that is leaking, sagging, or detached now → Gutter Service Repair (diagnose first). Routine cleaning → Gutter Service Cleaning.
Example Positive keywords
quote for new gutters, replace my gutters, gutter replacement cost, gutter guards quote, leaf guard price, seamless gutters quote, how much for gutters, downspout quote
Example Negative keywords
gutter cleaning, gutter leaking now, sagging gutter repair, roof quote, just clean them out
Gutter Install
Default BU
Gutters Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Scheduling a SOLD gutter or gutter-guard installation (agreed to / install date being set). Normally booked after a won estimate. Use ONLY when the customer is confirming installation they have already agreed to. Asking price → Gutter Estimate. A gutter problem now → Gutter Service.
Example Positive keywords
schedule my gutter install, gutter install date, install my new gutters, gutter guards install scheduled, set my gutter install day
Example Negative keywords
how much, quote, price, gutter leaking, sagging, cleaning, repair
Gutter Service Repair
Default BU
Gutters Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Gutter problem that needs a repair — leaking, sagging, pulling away, clogged-and-overflowing causing damage, broken downspout, or loose fascia/hangers. Use as the gutter demand/diagnostic JT. A simple seasonal clean-out with no damage → Gutter Service Cleaning. A quote for new gutters → Gutter Estimate.
Example Positive keywords
gutter leaking, gutter sagging, gutter pulling away from house, downspout broken, gutter overflowing, gutter came loose, water not draining from gutter, fix my gutter
Example Negative keywords
new gutter quote, just clean them out, gutter guards quote, roof leak, install
Gutter Service Cleaning
Default BU
Gutters Service
Bookable
Yes
Priority
Low
Description — paste into VA settings
Routine gutter cleaning / debris removal with no damage reported — seasonal clean-out, clogged with leaves, before/after fall. Typically sold FLAT-RATE (quote a price on the call rather than a free estimate visit). Use ONLY when cleaning is the goal. A gutter that is leaking, sagging, or detached → Gutter Service Repair. (Maps to Flow - Gutter Cleaning.)
Example Positive keywords
gutter cleaning, clean my gutters, gutters clogged with leaves, clean out the gutters, fall gutter cleaning, seasonal gutter clean, downspout cleaning, how much to clean gutters
Example Negative keywords
gutter leaking, sagging, pulling away, broken downspout, new gutter quote, install
Gutter Recall/Warranty
Default BU
Gutters Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback or covered claim on prior gutter work by us — a recent install or service visit where the same issue is back or unfinished (recall), OR work covered under a workmanship/manufacturer warranty. Use when the caller references a recent gutter job by us or a warranty on it. Distinguish recall (our callback) from warranty (covered claim) in notes; both route here. A brand-new, unrelated problem → Gutter Service Repair.
Example Positive keywords
gutter crew was just here, new gutters not right, just installed and they’re leaking, gutter tech was just here, same gutter issue again, you fixed this last week, gutters under warranty, covered gutter repair, gutter guard warranty
Example Negative keywords
first call, brand new unrelated problem, out of warranty paid repair, cleaning, new quote
Siding
Siding Estimate
Default BU
Siding Sales
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants a quote for siding replacement or new siding — full or partial re-side, including damaged, faded, or storm-impacted siding they want replaced. Use when the caller asks for pricing or options. A small isolated siding repair → Siding Service Repair. Storm/insurance-driven → route with the storm/claim context (estimator who handles claims).
Example Positive keywords
quote for new siding, replace my siding, re-side my house, siding replacement cost, vinyl siding quote, fiber cement quote, how much for siding, partial re-side quote
Example Negative keywords
small siding repair, one damaged panel, roof quote, gutter quote, repair only
Siding Install
Default BU
Siding Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Scheduling a SOLD siding installation or re-side (agreed to / install date being set). Normally booked after a won estimate. Use ONLY when confirming installation already agreed to. Asking price → Siding Estimate. A siding problem now → Siding Service.
Example Positive keywords
schedule my siding install, siding install date, install my new siding, re-side scheduled, set my siding install day
Example Negative keywords
how much, quote, price, damaged panel, repair, storm claim
Siding Service Repair
Default BU
Siding Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Siding repair — a damaged, cracked, loose, or blown-off panel, trim or soffit/fascia fix, or a small isolated section. Use as the siding demand/diagnostic JT. A full or partial re-side quote → Siding Estimate.
Example Positive keywords
siding repair, damaged siding, cracked siding panel, siding came loose, panel blew off, fix my siding, soffit repair, fascia repair, trim repair
Example Negative keywords
new siding quote, re-side the house, replacement, roof repair, gutter
Siding Recall/Warranty
Default BU
Siding Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback or covered claim on prior siding work by us — a recent install or service visit where the same issue is back or unfinished (recall), OR work covered under a workmanship/manufacturer warranty. Use when the caller references a recent siding job by us or a warranty on it. Distinguish recall (our callback) from warranty (covered claim) in notes; both route here. A brand-new, unrelated problem → Siding Service Repair.
Example Positive keywords
siding crew was just here, new siding not right, just installed and a panel came loose, siding tech was just here, same siding issue again, you fixed this last week, siding under warranty, covered siding repair, manufacturer siding warranty
Example Negative keywords
first call, brand new unrelated problem, out of warranty paid repair, new quote
Windows & Doors
Window/Door Estimate
Default BU
Windows Sales
Bookable
Yes
Priority
High
Description — paste into VA settings
Customer wants a quote for replacement windows or exterior doors. Use when the caller asks for pricing or options on new windows or doors. A single broken/stuck window or door repair → Window/Door Service Repair.
Example Positive keywords
quote for new windows, replace my windows, window replacement cost, new exterior door quote, patio door replacement, how much for windows, replacement window options
Example Negative keywords
broken window repair, foggy single window, door won’t close repair, roof quote, siding quote
Window/Door Install
Default BU
Windows Install
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Scheduling SOLD window or exterior-door installation (agreed to / install date being set). Normally booked after a won estimate. Use ONLY when confirming installation already agreed to. Asking price → Window/Door Estimate. A problem with an existing window/door → Window/Door Service.
Example Positive keywords
schedule my window install, window install date, install my new windows, door install scheduled, set my window install day
Example Negative keywords
how much, quote, price, broken window, door won’t close, repair
Window/Door Service Repair
Default BU
Windows Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Window or exterior-door repair — broken or foggy glass, failed seal, stuck/sagging sash, hardware, weatherstrip, screen, or a door that won’t close/lock. Use as the windows/doors demand/diagnostic JT. A full replacement quote → Window/Door Estimate.
Example Positive keywords
window repair, broken window, foggy window, window won’t open, window seal failed, door won’t close, door won’t lock, sliding door off track, screen repair, weatherstripping
Example Negative keywords
new window quote, replace all windows, door replacement quote, roof, siding
Window/Door Recall/Warranty
Default BU
Windows Service
Bookable
Conditional
Priority
Normal
Description — paste into VA settings
Callback or covered claim on prior window/door work by us — a recent install or service visit where the same issue is back or unfinished (recall), OR work covered under a workmanship/manufacturer warranty. Use when the caller references a recent window/door job by us or a warranty on it. Distinguish recall (our callback) from warranty (covered claim) in notes; both route here. A brand-new, unrelated problem → Window/Door Service Repair.
Example Positive keywords
install crew was just here, new window not right, just installed and it leaks air, tech was just here, same window issue again, you fixed this last week, window under warranty, covered window repair, manufacturer window warranty
Example Negative keywords
first call, brand new unrelated problem, out of warranty paid repair, new quote
Exteriors — Cross-Trade
Design Consult / Sample Request
Default BU
Windows Sales
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Retail-market design consultation or sample request — the caller wants to see colors, materials, samples, or a design appointment rather than respond to a problem. Common for siding color/style, window styles, and exterior aesthetics. Use when the intent is design/selection, not repair or claim. A straight price request → that trade’s Estimate JT. Energy/efficiency-led → Energy Efficiency Consult. (Maps to Flow - Design Consult.)
Example Positive keywords
see samples, color options, design consultation, look at materials, siding colors, window styles, design appointment, what are my options for the look, showroom
Example Negative keywords
repair, leak, storm claim, just a price (Estimate), energy savings (Energy Consult), warranty
Energy Efficiency Consult
Default BU
Windows Sales
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Retail-market energy-efficiency consultation — caller is motivated by energy savings, comfort, drafts, high bills, or tax credits, typically for windows or insulated siding. Use when efficiency/savings is the driver. Design/aesthetics-led → Design Consult. Financing-led → Financing Inquiry. (Maps to Flow - Energy Consult.)
Example Positive keywords
energy efficient windows, lower my energy bill, drafty windows, insulated siding, save on heating and cooling, tax credit windows, more comfortable home, energy audit windows
Example Negative keywords
repair, broken window fix (Service), storm claim, design samples only (Design), just a price (Estimate)
Financing Inquiry
Default BU
Roofing Sales
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Retail-market inquiry led by financing or monthly payment — the caller’s first question is about affordability, monthly payments, or financing options rather than a specific trade. Use to capture the lead, qualify the trade and scope, and route to the matching Estimate JT with financing flagged. Do NOT quote rates or approve financing on the call. (Maps to Flow - Financing Inquiry.)
Example Positive keywords
do you offer financing, monthly payments, can I finance a roof, payment plans, financing options, what’s the monthly payment, no money down, finance new windows
Example Negative keywords
cash quote only, repair, storm claim, warranty, already approved just schedule (Install)
Production Status
Default BU
Roofing Service
Bookable
Yes
Priority
Low
Description — paste into VA settings
Existing customer checking on the STATUS of a sold/in-progress job — install date, material delivery, crew timing, permit, or where things stand. Use for status/scheduling questions on work already sold, not a new need. A problem with completed work → the trade’s Recall/Warranty JT. A new quote → an Estimate JT. (Maps to Flow - Production Status.)
Example Positive keywords
when is my install, status of my job, when is the crew coming, material delivery date, where are we in the process, permit status, production update, my project status
Example Negative keywords
new quote, repair, leak, storm claim, warranty problem, cancel or reschedule (use those flows)
Exteriors General Inquiry
Default BU
Roofing Service
Bookable
Yes
Priority
Normal
Description — paste into VA settings
Catch-all for an exterior request that doesn’t clearly fit roofing, gutters, siding, or windows/doors, or where the caller is unsure what they need. Use to capture the lead and route to the right division after a quick qualifying question. Once the specific need is clear (roof, gutter, siding, window/door — repair vs. quote), move to the matching JT.
Example Positive keywords
not sure what I need, exterior work, general question, multiple things on my house, who handles exterior, can someone come look, exterior project
Example Negative keywords
specific roof leak (use Roof Service), specific gutter clog, specific siding panel, specific window — route to that JT
Need help? Contact your Voice Agent Specialist or visit the Job Types help documentation for more details.
ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR.
What it does: Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount.
Also called: AI receptionist, Virtual CSR, VA
Tags: Phones Pro, AI-Powered
Split determines how much credit each technician is getting for the job. For example: If two technicians perform work on a job, the split could be an even 50%-50%, or it could be 75%-25% if the first technician did a bulk of the work. By default 100% of the technician split will go to the first technician assigned to the job.
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
a.k.a. Customer Financing
When an installed equipment item reaches the replacement age of that equipment type, a replacement opportunity tag displays on jobs and the customer's service location record. A replacement opportunity is a job with a replacement opportunity tag that is not marked as No charge.
An adjustment to the original insurance scope of work submitted to the insurer after tearoff reveals additional damage not in the initial claim.
What it does: Recovers additional revenue for legitimate extra work discovered on-site, ensuring contractors are paid for the full scope of insurance jobs.
Also called: Claim supplement, Scope adjustment
Tags: Roofing / Exteriors