Booked Jobs

A booked job is an appointment your receptionist put on your calendar — a specific time the customer agreed to, not a note asking you to ring them back.

Where to find them#

On your own calendar, first and foremost — that’s the point. In your account they appear in Conversations against the call that created them, and in the funnel on Attribution.

The life of a booking#

1. 1

   Agreed on the call

   Your receptionist offers slots that are genuinely free and the customer picks one.

2. 2

   Created on your calendar

   With the customer’s name, number, address and what the job is — everything your technician needs.

3. 3

   Confirmed both ways

   You get the alert, the customer gets the confirmation.

4. 4

   Sits in pipeline

   Its value counts as Pipeline — booked, not yet held. Not revenue yet.

5. 5

   Holds, or doesn't

   Once the date passes: held moves the value into recovered revenue, a no-show doesn’t.

Why held matters more than booked#

Any answering service can put more names into more slots. If half of them don’t happen, you’ve paid for wasted drive time and an empty afternoon.

That’s why we report hold rate right next to the booking count, and why only held appointments count as recovered revenue.

Rescheduling and cancelling#

Bookings move. That’s normal, and it’s handled sensibly:

• Rescheduled — it’s the same job at a new time. Its value stays in pipeline until the new date passes.
• Cancelled in advance — it doesn’t hold, and it doesn’t become revenue.
• No-show — the time passed and nothing happened. Counts against your hold rate.
• Completed — held, and the value moves into recovered revenue.

Making more of them hold#

Shorten the gap

The strongest lever by far. Same-week appointments hold much better than next-week ones — there's less time for the problem to be solved another way.

Confirm and remind

A confirmation at booking and a reminder the day before recovers a real share of no-shows on its own.

Be clear about fees

A caller who expected a free quote and meets a call-out fee cancels at the door. Say it on the call.

Ask the urgency question

Genuinely urgent jobs hold at much higher rates. Getting urgency right sorts the diary for you.