Set separate reschedule and cancel permissions for each job type
This improvement to Voice Agent lets you control, for each job type, whether your voice agent can reschedule or cancel an appointment independently of whether it can book one.
Available inCoreProMax
Feature type
Enhancement
Industry
Residential Service and Replacement
Roles
Administrators
Region
United StatesCanada
What's changing
Previously, a job type's single Voice Agent Can Book toggle also controlled whether your voice agent could reschedule or cancel appointments of that job type, so you had no way to separate those permissions. Now, Voice Agent Can Book, Voice Agent Can Reschedule, and Voice Agent Can Cancel are three independent toggles in the Job Types and Dispatch Fees section, so you can, for example, let your voice agent book and reschedule a job type while requiring a person to handle cancellations of that type. Voice Agent Can Reschedule also governs whether your voice agent can confirm an existing appointment of that job type. These job type toggles work alongside your voice agent's existing reschedule, cancel, and confirm capabilities: both the capability and the job type toggle need to be turned on before your voice agent can take that action.
2.Find the Voice Agent Can Book toggle for a job type.
2.See three separate toggles for each job type: Voice Agent Can Book, Voice Agent Can Reschedule, and Voice Agent Can Cancel.
3.Turning on Voice Agent Can Book also lets your voice agent reschedule, confirm, and cancel appointments of that job type. There is no way to separate those permissions.
3.Turn each toggle on or off independently for every job type. New job types start with Voice Agent Can Reschedule and Voice Agent Can Cancel turned off. Existing job types keep whatever value Voice Agent Can Book already had.
4.Make sure your voice agent's reschedule, cancel, and confirm capabilities are also turned on for any job type where you want the new toggles to take effect.
⚠ If you want the voice agent to book a job type but never cancel it on its own, you have no way to prevent that without turning off booking entirely.
✓ You can let your voice agent book a job type while turning off cancellations for that type, cutting the risk of unwanted cancellations without losing booking capability.
A plumbing company wants its voice agent to keep booking drain cleaning calls but require a person to approve any cancellation, since same-day cancellations are hard to refill.
An HVAC company lets its voice agent reschedule and confirm seasonal tune-up appointments, but turns off cancellations so a technician's day never clears without a person reviewing it first.
A pest control company allows its voice agent to book and cancel one-time treatment visits, but requires a person to reschedule recurring service appointments, since those follow a set route.
How to prepare
01
Review your job types' current Voice Agent Can Book settings. Voice Agent Can Reschedule and Voice Agent Can Cancel automatically match Voice Agent Can Book for your existing job types, so no action is required to keep today's behavior.
02
Decide whether any job type needs a different rule than its current Voice Agent Can Book setting. For example, allow booking but block cancellations for job types where a cancellation is costly to undo.
03
Confirm your voice agent's reschedule, cancel, and confirm capabilities are turned on for any job type where you want the new toggles to take effect. Both the capability and the job type toggle must be on for your voice agent to take that action.
04
Bookmark any knowledge base articles or Academy courses on Voice Agent job type settings for team training.