Separate offered work from excluded work
In Knowledge, use Services offered for the work your business currently accepts and Services not offered for explicit exclusions. Write service names plus common homeowner phrases. “Water heater repair — no hot water, leaking tank” is more useful than “complete comfort solutions.” Avoid saying “all electrical work” if you exclude particular property types or projects.
State meaningful boundaries: repair versus replacement, residential versus commercial, installation versus inspection, equipment you support and work you do not perform. A brand name or topic mentioned on your website is not automatically permission to book that service.
Use the service-area fields
In Company info, enter service-area cities and ZIP codes, one per line. Include approved locality variants in your business knowledge where necessary. A city can include multiple ZIP codes, and a caller may give a nearby landmark instead of a postal city. Ask for enough location detail to apply your policy rather than guessing from the caller's phone area code.
Keep travel exceptions, distance fees and neighboring-city rules explicit. “Sometimes we travel farther” leaves the agent without a reliable rule. A better instruction is to capture the request for office review without promising coverage when the address is outside the standard list.
Handle an excluded request without losing the caller
Give a direct answer about the excluded service, then offer only an approved next step. If the caller pivots to a different service you do offer, evaluate the new request on its own. Do not let an earlier excluded topic authorize booking it later, and do not let an earlier refusal prevent intake for an unrelated supported service.
We do not provide [excluded service]. If the caller asks about [supported service], explain that we can help with that separate request and collect its details. For an uncertain service or address, save a request for office review; do not promise availability.Replace bracketed placeholders with your approved business information.
Align service wording with booking mappings
For ServiceTitan live booking, match the services and homeowner phrases in your knowledge to the job-type and business-unit mappings. Do not use a generic fallback as a way to accept excluded work. The fallback must represent a service your team actually intends to receive.
Service qualification and appointment availability are different checks. Being inside the service area does not mean a time slot is available, and having a time slot does not mean the business offers the requested work.
Test the boundaries
Try a standard service in an accepted city, an excluded service in that city, a supported service outside the area, an ambiguous city, and a caller who changes the issue midway through the call. Review the saved concern and outcome. Your acceptance test is correct classification plus a useful next step—not a booking at any cost.