Service Titan Job Types and Business Units in Broccoli
During the onboarding process with Broccoli, your job types will be uploaded by your CSM into your dashboard.
To locate your job types go to Agent Config > AI CSR > Job Types
The job types tab has several fields that will help your agent classify and apply rules to your various job types
You can remove any job types that you don’t intend to have the agent book.
Name & Description
The name and description are pulled from your ServiceTitan initially but can be adjusted in Broccoli to assist the agent without affecting the job type details in ServiceTitan.
The agent does a great job classifying job types on its own, through industry knowledge and prompting. However, you can make adjustments in this section if you notice any misclassifications of a job type.
For example, if a customer references galvanized pipe and that verbiage always indicates a job type for older homes, you can add those words to the description so the job type is always correctly selected in that scenario.
Business Unit
The business unit cannot be adjusted manually in this section. If you find that a business unit is incorrect, you'll want to delete the job type, click Add Job Type in the upper right corner, and re-add that job type with the correct business unit selected (or multiple business units if it applies.)
Priority
When ACP is enabled, we will read priorities based on your ACP setup. Priorities in the job type section will allow you to control booking availability when you are not using ACP or it can be used for emergency bookings when using ACP.
Choose when to book based on priority (when ACP isn't enabled):
Choose what job types can be booked for emergencies based on priority:
Instruction
The instruction field allows you to control the outcome of a call based on job type.
Default: Allows the agent to book that job type
Callback Only: Will always trigger a callback for that job type and will not book. A common use case may be "estimate" or "recall" job types.
Override ACP: Will allow the agent to book as soon as possible and will disregard ACP availability. A common use case may be high ticket job types or a job type that requires urgent bookings.
Dispatch Fee
The dispatch fee field will give you more control and precision over fees that apply to specific job types. If you have general dispatch fees, you won't need to use this section. If certain job types have specific fees, you can add the amount in this section.