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Book a service appointment from customer inquiry to calendar

Difficulty:Beginner

What this is

Turn a customer inquiry into a scheduled service appointment. You'll select the customer, choose what work needs done, pick a date/time, and assign a technician. The customer receives a confirmation (if email provided).

Who this is for

  • Owners & Admins: Book appointments from phone calls or customer portal requests
  • Office Staff: Manage the service calendar

Note: Technicians cannot create jobs—only complete assigned ones.

When you use this

  • Customer calls asking for AC repair, furnace tune-up, plumbing fix, etc.
  • Customer submits a service request through your portal
  • Follow-up work from a previous job (callback, warranty work)
  • Seasonal maintenance appointments (spring AC checkup, winter furnace inspection)

How it works

Step 1: Navigate to Jobs

  1. Click "Jobs" in the left sidebar (desktop) or bottom nav (mobile)
  2. Click the "+ New Job" button (top-right)
  3. Job creation form opens

Step 2: Select Customer

  1. Start typing customer name in the "Customer" field
  2. Select from the autocomplete list
  3. Customer address appears (if you've saved one)

If customer doesn't exist:

  • Click "Add New Customer" link
  • Fill in name, phone, address
  • Return to job form (customer is now selected)

Step 3: Choose Job Template

Job templates pre-fill common services with standard pricing.

Example templates:

  • AC Repair - $120 service call + $80/hour labor
  • Furnace Tune-Up - $150 flat rate
  • Plumbing Emergency - $150 service call + $95/hour
  • Electrical Inspection - $200 flat rate

What gets filled:

  • Service description
  • Default price/labor rate
  • Estimated duration
  • Parts list (if applicable)

You can customize:

  • Change price for this customer
  • Add/remove line items
  • Adjust labor hours
  • Add notes for technician

Step 4: Set Date & Time

  1. Click the "Date" field - calendar opens
  2. Select appointment date
  3. Click the "Time" field - time picker opens
  4. Choose start time (15-minute increments)

System checks:

  • ✅ Date is in the future

  • ✅ Time slot is available (no overlap with other jobs)

  • ⚠️ If conflict, you'll see "Technician already booked at this time"

Step 5: Assign Technician

  1. Click "Assigned To" dropdown
  2. Select technician from your team
  3. Their name appears on the job card

Options:

  • Owner (You): Assign to yourself if you do the work
  • Team Member: Assign to technician if you have a team
  • Unassigned: Leave blank to assign later

Technician sees:

  • Job details on their mobile app
  • Customer info (name, address, phone)
  • Job instructions and parts needed

Step 6: Save & Confirm

  1. Click "Save Job" button
  2. Job appears on calendar ✅
  3. Customer receives confirmation email (if email provided)

What happens:

  • Job is added to the schedule
  • Technician gets notification (if assigned)
  • Customer gets email with appointment details
  • You can track job status (Scheduled → In Progress → Completed)

Important rules

  • Must have customer first - Cannot create a job without selecting a customer
  • Date must be in future - Cannot schedule jobs in the past (system blocks it)
  • One technician per job - Cannot assign multiple technicians (workaround: create separate jobs)
  • Cannot delete jobs - Only cancel them (preserves audit trail)

Common mistakes

Mistake 1: Double-booking a technician

  • What happens: Same technician assigned to 2 jobs at the same time
  • Fix: Check the calendar map view before scheduling - Look for time conflicts

Mistake 2: Wrong address

  • What happens: Technician drives to wrong location
  • Fix: Verify address with customer during booking call - Use Google Maps autocomplete

Mistake 3: Forgetting to assign technician

  • What happens: Job shows "Unassigned" - technician doesn't know about it
  • Fix: Always assign before saving, or assign immediately after creating job

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