Call Center Appointment Booking

Thursday, October 29, 2026

Two kinds of booking, two different chains of messages behind them. This guide shows each one: the steps you take, and everything AGM and the service system do by themselves afterwards.

The rest of this guide walks through each column.

1. First: the contact has a full street address with city, and one open deal in 1. Lead Flow.
2. Calendar: HG Estimate. Never Service or Installation.
3. Team member: the sales rep the appointment is for.
4. Date and slot, Select Contact, Status: Confirmed, then Book appointment.

Read it left to right. Gold is you. Everything else happens by itself. The one-hour wait at the start is on purpose: it gives you time to fix a wrong time, sales rep or calendar before the customer is emailed.

Costco customers get the same rhythm with Costco-branded emails, and their sales rep is prompted to build the contract or proposal.

1. No street address. AGM emails the call center "Missing Address" and holds the appointment. No confirmation to the customer, no reminders to the sales rep, until someone fills the address in. Fill it in before you book.

2. No deal in 1. Lead Flow. The calendar itself sends nothing. Every message comes from the deal's workflow, so a customer booked with no deal can miss all of them.

So after every booking, check the deal: stage Appointment Booked, the right sales rep on it. If you move a booked card to Appointment Booked on the call center board, AGM moves the Lead Flow deal for you and takes the card off your call list.

Changing the time or sales rep later? Change it on the appointment. The reminders follow the new time.

Gold steps are a person pressing a button. Nothing goes to a service customer until someone on our side acts on that one job. After that, the green steps happen by themselves.

1. Open the customer's contact in AGM and press Service Request.
2. First time on this computer? It asks "Who are you?": pick your name (next section).
3. Check the caller's phone number and press Look up. It finds them in AGM and in every past install, and tells you whether Heavenly Greens installed at that address and whether it's in warranty.
4. Confirm the two things it shows you with the caller.

The first time you press Service Request on a computer, the form asks Who are you? Pick your own name from the list. The computer remembers you after that.

From then on every press opens your team's form with "Opened by" your name already filled in. Your name goes on the ticket as the person who opened it, and a sales rep who opens a ticket gets their priced, scheduled, done and paid emails.

• Always pick your own name, never a teammate's.
• Sharing a computer? Press Not you? and pick yourself before you start.

• What's wrong, in the customer's own words.
• Read their email and phone back out loud. That's where their link goes; one wrong digit and they never hear from us.
• Ask how they want their link: email, text, both or none.
• Press Create the service ticket.

What happens by itself: a new SVC number, a card on AGM's 4. Service pipeline assigned to the service manager (DeAnna), and an email to service@.

The ticket page opens with Next step: the self-assessment link has not been sent yet.

• Type your name and press Email and text the customer their self-assessment link. It goes the way the customer asked.
• Sent it from your own phone? Press I already sent it myself so the ticket knows.
• It is never sent automatically. If nobody presses the button, the customer never gets it.
• Photos won't do? The service manager books an assessment visit instead.

Their own page for their ticket. It shows the four photos that let us price the job without a visit (the whole yard, the problem from two opposite sides, a close-up, something for scale), takes up to five photos or short videos, and promises an answer within 24 to 72 hours.

When they press Send my photos, the ticket and its AGM card move to Needs a price by themselves, and service@ gets an email.

If a customer calls asking about their photos: search their ticket. The ticket shows when the link was sent, how, and by whom, and whether photos have arrived. No photos after 72 hours means the service manager follows up; let them know the customer called.

Check which crew has room on Call Center → 🛠 Service Calendar, then book in AGM:

1. The customer must have a service ticket. No ticket? Press Service Request first.
2. Open the contact, book an appointment, Calendar: Service. AGM remembers the last calendar, so check it every time.
3. Title ends with the crew: Service | Jane Doe | San Jose | Crew: Service 4. Start with the SVC number if you have it.
4. Service 3 (larger jobs, further out) or Service 4 (troubleshooting and go-backs). Service 5 and install crews are booked by the service manager only.
5. Save, and tell the customer the day and time on the phone.

• One-hour slots, Monday to Friday. Up to three crews can be booked at the same time.
• The crew in the title is how the system knows who is going. A booking with no crew in its title can't be matched to a crew.
• AGM sends the service customer nothing from this booking. Your phone call is their confirmation.

Within 30 minutes the system ties your booking to the customer's ticket: the ticket gets the date, time and crew and turns Scheduled, and the visit shows on that crew's row. If it can't (no ticket, two tickets, no crew in the title, or the crew booked twice at that time), the service manager gets a Fix calendar bookings line.

The business day before every visit, a confirmation-call task lands on the Call Center user (made at 6:30am and 1pm) and in the 7:30am call center email. Call the customer and press one: Confirmed · Left a voicemail · They need a new time · Wrong number. The task closes itself, and the last two go to the service manager to rebook. The crew's day sheet shows what you pressed.

Sales 1. Address first. No street address holds every message. 2. HG Estimate only, for the right sales rep, Status Confirmed. 3. Check the deal after every booking: Appointment Booked, sales rep on it. 4. Wrong booking? Fix it within the hour, before the customer is emailed.

Service 5. Ticket first: Service Request, then book. First time on a computer, pick your own name. 6. Read the email and phone back. That's where the link goes. 7. Press Send on the self-assessment link. It never goes by itself. 8. Calendar: Service, crew at the end of the title, Service 3 or 4 only. 9. Tell the customer the day and time on the phone. AGM won't. 10. Make the day-before confirmation calls and press the result.