Booking Intake Qualification Checklist (Onboarding)

Booking Intake Qualification Checklist (Onboarding)

1. 01

   Map every inbound call path the client currently answers

   List main line, department lines, after-hours routing, and any numbers published on Google Business Profile or paid ads. Missing a path means appointments leak to voicemail during the first week of the retainer.

2. 02

   Confirm which appointment types are bookable by voice versus referral-only

   Separate revenue-generating visits (consults, estimates, service calls) from internal or non-billable meetings. Voice agents should only commit calendar time for the first group.

3. 03

   Extract the minimum viable intake script from the client's top three closers

   Record how the best human bookers qualify callers: budget range, service address, urgency, insurance or payment method. A script built from real calls outperforms a generic template.

4. 04

   Verify calendar write permissions and buffer rules before go-live

   Two-way sync must be tested against the client's actual calendar, not a sandbox. Confirm travel buffers, lunch blocks, and double-booking rules are respected by the booking layer.

5. 05

   Set the escalation threshold for calls that must reach a human

   Define triggers such as pricing disputes, existing-client complaints, or legal language. Route these to a named person with a response window under 15 minutes.

6. 06

   Document the client's no-show and cancellation policy in the booking confirmation

   State the policy in the confirmation message the caller hears or receives. Ambiguity here becomes a billing dispute the agency absorbs.

7. 07

   Run a two-week parallel test against the client's existing answering process

   Compare booked-appointment counts, call abandonment, and average handle time side by side. Do not cut over until the voice channel matches or beats the baseline.