This improvement to Voice Agent settings gives administrators configurable options to define when recurring services are eligible for booking, reducing scheduling errors and manual workarounds.
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What's changing?
Previously, the Voice Agent determined recurring service booking eligibility using fixed logic, which could allow jobs to be booked too early, too late, or outside the intended service window entirely. A new configuration under Settings > Voice Agent Settings > Skills and Capabilities > Recurring Service Scheduling lets administrators choose how the service date controls booking eligibility. Select Eligible From to set the service date as the earliest date a job can be booked, or select Eligible Until (Due By) to set it as the latest date a job should be booked by. A grace period field lets you specify a number of days to allow before and after the service date.
Before and After
Before (Current)
A membership holder calls to schedule a recurring service.
The Voice Agent checks for eligible recurring services using fixed scheduling logic.
The Voice Agent books the job outside the intended service window because no eligibility rules are configured.
Office staff manually review and correct the booking.
The corrected job is rescheduled and the account is updated.
Impact: Administrators and customer service representatives (CSRs) spend time correcting booking errors caused by rigid scheduling logic, creating inefficiencies and potential service compliance gaps.
After
An administrator configures the eligibility rules in Settings > Voice Agent Settings > Skills and Capabilities > Recurring Service Scheduling.
A membership holder calls to schedule a recurring service.
The Voice Agent checks whether the requested date falls within the configured eligibility window.
If the date is within the window, the Voice Agent books the job automatically without manual intervention.
Impact: The Voice Agent enforces the correct booking window for each service type, reducing CSR workload and scheduling errors.
Who uses this feature
All business types
Administrators, CSRs
Region availability: USA, Canada
How it works for your industry
Residential Service and Replacement
An HVAC company offers bi-annual tune-ups. You configure Eligible From with a 14-day window so the Voice Agent only begins accepting bookings two weeks before the scheduled service date.
A plumbing membership includes an annual water heater inspection. You set Eligible Until (Due By) with a 7-day grace period so the Voice Agent accepts bookings up to a week after the due date passes.
You schedule annual electrical safety checks for residential members. A grace period prevents the Voice Agent from booking the service more than 30 days before it is due.
Commercial Service and Replacement
A commercial HVAC contract includes quarterly preventive maintenance (PM) visits. You configure Eligible Until (Due By) so the Voice Agent stops accepting bookings once the PM window closes.
A facilities manager calls to book a plumbing system inspection. The Voice Agent checks the eligibility window and confirms the requested date is within the configured range before booking.
You manage recurring electrical panel inspections on a set schedule. A grace period lets callers book up to 10 days after the scheduled service date without requiring manual intervention.
Residential Construction
New construction homes include a one-year HVAC checkup as part of the warranty package. You set Eligible From so the Voice Agent only begins accepting bookings 30 days before the scheduled service date.
A homeowner calls to book a post-construction electrical walkthrough. The Voice Agent checks whether the request falls within the configured window and books it automatically.
Warranty service packages include a plumbing inspection in the first year. Setting Eligible Until (Due By) with a grace period ensures the Voice Agent accepts late bookings up to two weeks past the scheduled date.
Commercial Construction
A new commercial build includes a 6-month HVAC commissioning check. You configure Eligible From to prevent the Voice Agent from booking the service more than 45 days early.
A general contractor calls to schedule a post-occupancy electrical inspection. The Voice Agent confirms the request is within the eligibility window and books the appointment.
A construction warranty includes quarterly plumbing system checks. A grace period configuration lets the Voice Agent accept bookings up to 14 days after the scheduled date.
How to prepare?
Review your recurring service types and decide which eligibility model fits your scheduling approach: Eligible From for services that become bookable on or after the service date, or Eligible Until (Due By) for services that must be booked by the service date.
Train administrators on the new configuration so teams can update their settings before the release.
Bookmark any knowledge base articles or Academy videos for team training.