Documentation

Support Agent Guide

Walk customers through the booking flow step-by-step

This guide helps support agents walk customers through the online booking process. Each step includes what the customer sees, what happens in the CRM behind the scenes, and tips for handling common questions. Use this as a reference when assisting customers over the phone or chat.

Requirements

  • Access to your company's booking page URL
  • Familiarity with your service tiers and pricing
  • Understanding of your service area (ZIP codes served)
  • Optional: Access to Field Routes to verify customer records
1

Step 1: Enter Service Address

  • Customer starts by entering their property address in the search field
  • Google Maps autocomplete suggestions appear as they type - recommend selecting from these for accuracy
  • If customer uses browser autofill instead, they'll see an address confirmation screen
  • The system validates the ZIP code against your configured service area
  • If outside service area, customer sees a message that service isn't available at that location
  • Tip

    If address isn't found, have customer try entering just the street number and name first

2

Step 2: Select Pests & Provide Contact Info

  • Customer selects which pest problems they're experiencing (checkboxes for ants, spiders, roaches, etc.)
  • Customer enters: First Name, Last Name, Phone Number, Email Address
  • Customer must check the consent checkbox to proceed
  • System

    Customer record is created in Field Routes with all contact info

  • System

    Lead source is set to your configured 'Online Booking' source for reporting

  • System

    Pest preferences are saved as a tech-visible note (e.g., 'Pests to focus on: Ants, Spiders')

  • System

    Abandoned cart timer starts - if no payment within the configured time, follow-up emails are sent

3

Step 3: Pick Date & Arrival Window

  • Calendar shows available dates based on your route schedule
  • Only dates with available routes in customer's area are selectable
  • Customer chooses Morning (typically 7:30 AM - 12:30 PM) or Afternoon (typically 12:30 PM - 5:30 PM)
  • System

    System automatically finds the closest route based on customer's location coordinates

  • System

    No appointment is created yet - the selection is staged for after payment

  • Tip

    If no dates are available, check that routes are published for the customer's service area

4

Step 4: Choose Plan & Enter Billing

  • Customer sees your configured service tiers (up to 3 options)
  • Each tier shows: plan name, initial charge, recurring charge, and treatments per year
  • Customer selects their preferred plan
  • Customer enters payment info: Card Number, Expiration (MM/YY), CVC
  • System

    Card is tokenized securely (never stored locally)

  • System

    Payment profile created in Field Routes

  • System

    Subscription created with your configured agreement terms

  • System

    AutoPay is enabled on customer account

  • System

    Appointment is created using the date/window from Step 3

  • System

    Abandoned cart timer is cancelled

  • System

    Confirmation emails sent to customer and your notification recipients

5

Step 5: Review & Sign Agreement

  • Customer reviews the service agreement terms
  • Agreement text comes from your configured contract template in Field Routes
  • Customer taps 'Agree & Sign' to open the signature pad
  • Customer draws their signature directly on the screen (works on mobile and desktop)
  • Digital signature is captured and attached to the agreement
  • Tip

    On mobile, suggest customer rotate to landscape mode for easier signing

6

Step 6: Confirmation

  • Success screen confirms the booking is complete
  • Customer sees their appointment date and time window
  • Confirmation email is sent with all booking details
  • PDF copy of signed agreement is emailed (may take a few minutes)
  • Customer can close the browser - no further action needed
  • Tip

    If email doesn't arrive within 20 minutes, check spam folder or verify email address in Field Routes

Pro Tips

  • • Always confirm the customer's email address - this is where confirmations and agreements are sent
  • • If a customer gets stuck, you can have them refresh the page and start over - no duplicate records are created until Step 2
  • • The booking page works on mobile devices - over 60% of customers book from their phones
  • • If payment fails, customer can re-enter card info without losing their other selections
  • • You can track abandoned carts in Dashboard → Leads to follow up with customers who didn't complete booking
  • • Test the booking flow yourself regularly to stay familiar with what customers experience

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