Use a connection in the correct workspace
Open Company info → Connect your booking system. Choose an existing workspace connection under Booking system. If the account is missing, use Manage connections and confirm the account belongs to this workspace and you have permission to use it.
Save unsaved company edits before choosing Save booking system. Selecting an account in the menu alone is not the same as saving it. Reload the saved setup and read the booking summary to confirm the selected provider.
Know the current wizard's three paths
| Selection | Current documented outcome |
|---|---|
| TradeVulcan lead capture | Save service requests directly in TradeVulcan for the configured follow-up process. |
| Housecall Pro | Use the configured Housecall Pro service-request / lead workflow. A lead is not a confirmed appointment. |
| ServiceTitan | Use configured live-booking mappings and supported availability/actions to complete an appointment when the required checks succeed. |
These are the options in the current voice wizard. An integration page elsewhere in TradeVulcan does not mean every action is available to this agent. Check the saved setup and provider-specific workflow before promising a booking capability to your office.
Give the agent a sensible fallback
Explain the service, contact and location details needed for a request. Set the Booking policy for unsupported service types, missing information, no available slots and connection problems. The agent should communicate a saved request and next step accurately instead of saying “you are booked” when scheduling did not finish.
Existing-customer requests need the appropriate identity and record checks. General business knowledge is not a place to preload private customer history or override verification.
Verify in both places
- Use an authorized test scenario and designated test customer.
- Complete the call with the configured provider path.
- Open the Voice call record and inspect its outcome and CRM result.
- Check the customer/location and appointment or request in the connected system.
- For a confirmed appointment, verify the actual scheduled window and external record—not just an unscheduled job.
If the response is ambiguous, search for the existing record before creating another one. Avoid repeating a booking request until you know whether the first operation completed.
Operate requests as a real queue
Assign a team member to captured requests and exceptions. A saved request is valuable only when someone follows through. Review those calls separately from confirmed bookings and keep the CRM as the source of truth for actual appointment status.
When switching booking accounts, recheck mappings, permissions and a representative test. Do not assume settings from the old account identify valid resources in the new one.