Emergency Services allow your AI agent to offer emergency bookings when your office is closed, depending on a few different variables. In this article, we will learn to configure your emergency services to determine how, when, and under what circumstances you would like your agent to offer emergency appointments to a customer.
Here’s how to enable Emergency Services:
Navigate to your Broccoli Dashboard and click on Settings.
Select Scheduling.
Navigate to the Emergency Services section.
Toggle the Emergency Services switch to enabled.
Click on the Emergency Services dropdown to continue configuring your emergency services.
Who Qualifies for Emergency?
Who Qualifies for Emergency?
In this section, you can add specific conditions (filters) that need to be met in order to determine if an emergency service can be made available.
Here are the available conditions you can choose from:
After Hours Buffer: Allow the agent to start offering emergency services X hours before your emergency schedule begins. (Ex: If your emergency hours start at 5pm with a 1 hour buffer, the agent will start offering emergency appointments after 4pm)
Priority: Choose which job type priorities to book. Multiple can be selected. (Ex: Priority 1 appointments would be the only appointments the agent would be allowed to offer)
Business Unit: Limit emergency services to specific business units.
Membership: Offer emergency services to members only.
Job Type: Restrict emergency services to specific job types only.
How to configure:
1. Click Add Condition.
2. Choose a condition type (e.g., After Hours Buffer, Priority, Business Unit).
3. Add conditions as needed.
You can also add a condition group and group conditions together if you'd like to only allow scheduling if all conditions in a group are met. If multiple groups are created, scheduling will be allowed if all conditions in at least one of the groups are met.
How to Choose Emergency Slots?
How to Choose Emergency Slots?
In this section you can choose where you would like your agent to pull availability from.
Here is a breakdown of each option:
Use a custom slot irrespective of capacity
Use this option if you would like the agent to offer a window of arrival without actually looking at your capacity/availability. The agent will instead offer whatever time frame and arrival window that you choose.
Arrival Window: This is the duration of the booking that will be reserved on your dispatch board.
Minimum Notice Time: The amount of time between when the call is placed and the arrival window would begin.
For example: If your arrival window is 1 hour and your minimum notice time is 30 minutes, and someone calls in at 5:30PM, Broccoli will create a job/booking for 6:00 to 7:00PM.
Use on-call technician availability from dispatch board
Use this option if you would like to limit the amount of emergency jobs being booked and allow your agent to select a specific technician depending on their on-call availability.
For this option the agent would choose one of the available technicians in your Broccoli on-call scheduler for that day and pull availability from their individual dispatch board in ServiceTitan. Reach out to Broccoli support to activate this feature.
How to Communicate Emergency Slots?
How to Communicate Emergency Slots?
Here you can choose how you would like the agent to communicate your emergency job availability.
Here is a breakdown of each option:
Callback to confirm the arrival
Use this option if you would not like the agent to give out a specific time and instead let them know that a technician will reach out to them to confirm the arrival time. They will not be given a specific arrival window.
Provide arrival window
Use this option if you would like the agent to give out the arrival window that you chose in the previous section.
When are Emergency Services Available?
When are Emergency Services Available?
Here you can define the hours when your on-call technician would be available to handle emergency jobs. Click and drag your mouse to add to the schedule. Click on an existing time to remove it.
Example
Example
With the following configurations, because we have an after hours buffer condition of 2 hours, and our emergency services schedule starts at 5PM on Monday, a call coming in after 3PM would be able to request an emergency appointment.
Also, because there is a 30 minute notice time, the earliest emergency job that would be offered is 30 minutes out. So if they called in at 4:30PM, the job would be for 5PM.
The last thing to take note of here is that because our emergency schedule on Monday is from 5PM to 8PM, if someone were to call in at 6:45PM requesting an emergency appointment the agent would not offer a job, because with our 1 hour arrival window and our 30 minute notice time we would need at least 1 and a half hours available on our schedule to book the job.
FAQs
FAQs
Why did a technician not get assigned if we're using the auto-assign technician feature?
If a customer agrees to be added to the rapid-repair list, the job will remain unassigned in ServiceTitan for your team to manually assign and dispatch.
This could also occur if your Broccoli Job Type instruction is set to Override ACP. You can check this by going to your Broccoli Dashboard > Agent Config > AI CSR > Job Types.