Learn how to schedule a service call when a customer requests work.
When You'd Do This
- Customer calls requesting HVAC service
- Customer submits online service request
- Follow-up work from previous visit
- Scheduled maintenance appointment
How to Book an Appointment
Step 1: Start from the Right Place
You have two options for scheduling:
Option A: From Jobs Page
- Click Jobs in the navigation menu
- Click the blue + New Job button (top-right)
Option B: From Customer Profile
- Find the customer (Search → type name)
- Open their profile
- Click Schedule Job button
Step 2: Choose the Date & Time
- Click the Date field
- Select the day of the appointment
- Click the Time field
- Choose the appointment time (15-minute intervals)
Business Hours:
- Default hours: 8:00 AM - 6:00 PM
- You can customize in Settings → Business Hours
Step 3: Fill in Job Details
Required Fields:
- Customer: Start typing name to search (or click "+ New Customer")
- Service Type: Select from dropdown (Repair, Maintenance, Installation)
- Date & Time: Selected in Step 2
Optional but Recommended:
- Description: What's the problem? (e.g., "AC not cooling, making noise")
- Priority: Normal, Urgent, Emergency
- Estimated Duration: How long will this take? (default: 2 hours)
Real Example:
Customer: Sarah Johnson
Service Type: Repair
Date: Today
Time: 2:00 PM
Description: AC unit not cooling. Customer says it's been
running constantly since yesterday.
Priority: Urgent
Duration: 2 hours
Step 4: Assign a Technician (Optional)
If you know who will do the work:
- Click the Technician dropdown
- Select the technician's name
- System will check their availability automatically
If you skip this step:
- Job will show as "Unassigned" on the calendar
- You can assign later (see Assign Technician)
- Technician won't get notification until assigned
Step 5: Add Customer Location
If customer is new:
- Enter their Service Address
- System will show map preview
- Verify the pin is in the right location
If customer exists:
- Address is already filled in
- Click "Use different address" if work is at a different location
Why address matters:
- Shows on technician's mobile app
- Enables route optimization
- Displays on job map view
Step 6: Save the Appointment
- Click the blue Create Job button
- You'll see a confirmation message
- The job appears on your calendar
What happens next:
- ✅ Job appears on Jobs Calendar (color-coded by status)
- ✅ Job appears in Upcoming Jobs list
- ✅ If technician assigned, they get push notification
- ✅ If customer has email, they get confirmation (if enabled in Settings)
After Booking
View the Appointment
On Calendar:
- Navigate to Jobs → Calendar view
- Click the colored job card
- Opens job details
On List:
- Navigate to Jobs → List view
- Find job by date or customer name
- Click to open details
Send Confirmation to Customer
Automatic Confirmation (if enabled):
- Customer receives email confirmation immediately
- Includes date, time, technician name (if assigned)
- Enable in: Settings → Notifications → "Send job confirmations"
Manual Confirmation:
- Open the job details
- Click Send Confirmation button
- Choose: Email, Text, or Both
- Message is sent immediately
Assign a Technician Later
If you didn't assign during booking:
- Open the job details
- Click Assign Technician
- Select technician from dropdown
- Click Save
- Technician receives notification
See full guide: Assign Technician
A: Currently, you need to book jobs one at a time. To quickly book several jobs, duplicate the tab (Cmd+click on Jobs) and book in parallel.
Q: What if the customer's preferred time isn't available?
A: The system shows availability based on technician schedules. If a technician is unavailable, either:
- Choose a different time
- Assign to a different technician
- Leave unassigned and optimize later
Q: Can customers book their own appointments online?
A: Yes! Enable the Customer Portal in Settings → Portal Settings. Customers can request appointments, and you'll get a notification to approve.
Q: How do I book a recurring appointment (monthly maintenance)?
A: Currently, each appointment must be booked separately. Recurring jobs are on the roadmap.
Q: What's the difference between Priority levels?
- Normal: Standard service call (1-2 day response)
- Urgent: Same-day service needed (4-hour response)
- Emergency: Immediate response required (1-hour response)
Troubleshooting
Issue: "Technician is not available at this time"
Solution: The technician has another job scheduled. Either:
- Choose a different time slot
- Assign to a different technician
- Override the conflict (click "Schedule Anyway")
Issue: "Customer not found"
Solution: The customer doesn't exist yet. Click + New Customer and add their basic info first.
Issue: "Date is in the past"
Solution: You selected a date that's already passed. Choose today or a future date.
Related Tasks
- Assign Technician - Assign work to a specific technician
- View Calendar - See all scheduled appointments
- Reschedule Job - Change appointment time
- Add Customer - Create a new customer first
Need More Help?
- Video: Watch: How to Schedule Your First Job
- Quick Start: Getting Started Guide
- Contact Support: [email protected]