The decision to make first
Decide which jobs, if any, can be booked straight into a calendar and which always need the office to confirm. Many companies start with requests only and add live booking for one routine job type.
What a request should contain
Service address area, trade, job description, two or three preferred windows, access notes such as gate codes or pets, and the best callback number.
Suggested wording to approve
Example wording: “I’ve passed your request to the office with your preferred times. They will confirm the visit with you; it is not booked until they do.”
Test the difficult case
Ask for a time the business does not offer, such as Sunday evening. Ava should record the preference and explain that the office will offer the nearest available time.
Worked example
Fictional example: a caller wants a move-out clean on Friday morning. Ava records the property type, the preferred window and the callback number, then tells the caller the office will confirm. The office summary shows the status as “request”, not “booked”.
Review it in operation
Track how long requests wait for confirmation. Long waits are a staffing question, not a reason to let the assistant promise visits.
Check before you launch
- Choose request-only or tested live booking per job type.
- Capture windows and access notes.
- Never say booked before confirmation.
- Track confirmation times.
Questions about Ava for Home Services? Read the FAQ ↗
Try Ava with your business’s public information ↗