Joby Docs

    Service Types

    Set up the list of services you sell, how long each visit takes, and the extra questions your team fills in for each one.

    Settings & Administration11 min readOwners & admins

    You'll need Owner or Admin access for this.

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    What it is

    Service Types is your list of the jobs your business actually does — "Plumbing," "HVAC Repair," "Lockout," "Garage Door Install," and so on. Every lead gets one, and it is a required field on the new lead form.

    You manage the list in Settings›Pipeline›Service Types. The page has two tabs: Service Types (the list itself) and Custom Fields (the extra questions attached to each service).

    Name change: this used to be called Job Types. Everywhere in the app it is now called Service Types — the leads table column, the filters, the reports, and the new lead form all use the new wording.

    A name

    What your team calls the job. This is what shows on the lead, in filters, and in reports.

    A visit length

    How long you block on the schedule. The lead's End Time fills in as Start Time plus this length.

    Its own extra questions

    Custom fields that only appear on the lead form once that service is picked.

    A position in the list

    Drag rows to set the order customers see on your public booking form.

    When to use it

    • You are setting up Joby for the first time — this is a required setup step, and the setup checklist flags it until you have at least one service type.
    • You started selling a new service and want it on the lead form and the booking form.
    • Different jobs need different information (a garage door job needs door color; a lockout does not) and you want the lead form to ask for the right things.
    • Some jobs take 45 minutes and others take half a day, and you want the calendar to block the right amount of time automatically.
    • You want reports and filters broken down by the kind of work, not just by status.

    Before you start

    • You need the Settings permission. Owners and admins have it already. For everyone else it is granted in Settings›People›Team Roles under the permission called Settings. Without it, the Settings menu is hidden.
    • Write your list down first. Renaming a service later does not retroactively change leads that were already saved with the old name, and it can quietly break automation filters. It is much easier to agree on names once.
    • Know your typical visit length for each service. You will be asked for it when you create the service. You can change it later.
    • Keep the list short. Ten to twenty services is normal. If you find yourself creating "Plumbing – Morning" and "Plumbing – Afternoon," that belongs in the schedule, not in this list.

    Step-by-step

    Add a service type

    1. Go to Settings›Pipeline›Service Types.
    2. Stay on the Service Types tab.
    3. Click Add Service Type (top right of the Service Types card).
    4. In Add New Service Type, type the Name — for example Plumbing, HVAC, or Electrical. This field is required.
    5. Set Duration (minutes) — how long this service is scheduled for. It starts at 120 minutes and steps in 15-minute increments. This field is required and must be a positive number.
    6. Click Save.

    The new service appears in the table with its Name, Duration (shown as "2h", "1h 30m", "45m"), Status, a Manage Fields button, and edit/delete buttons.

    Add one without leaving the lead form

    If a caller asks for something that is not on the list yet, you do not have to stop what you are doing. On the new lead form, open the Service Type dropdown, type the new name, and choose Add "…" as a new service type. A small Add Service Type box appears asking only for the name. Set its duration later from the Service Types page.

    Put the list in the right order

    1. Go to Settings›Pipeline›Service Types.
    2. Grab the drag handle at the far left of a row.
    3. Drag it up or down and let go. The new order saves immediately.

    This order is what customers see on your public booking form, so put your most-requested services at the top. The list shows 50 services per page; drag-reordering works within the page you are looking at.

    Rename a service or change its length

    1. Find the row and click the pencil button on the right.
    2. In Edit Service Type, change the Name or the Duration (minutes).
    3. Click Update.

    Renaming has knock-on effects. Leads that were already saved keep the old name as plain text, so your reports will show both spellings side by side. Automations, SMS sending rules, phone-masking numbers, and team member skills are all matched by name too — check those after a rename. See Common mistakes.

    Delete a service

    1. Click the trash button on the row.
    2. Confirm when your browser asks "Are you sure you want to delete this service type?"
    • Leads that already used it keep showing the name — their history is not wiped.
    • The custom fields you built for that service are removed along with it, and so are the answers stored against those fields.
    • If something else still points at the service, the delete is refused with the message "Cannot delete: This item is being used by other records. Please remove references first." Clear those references and try again.

    There is no on/off switch on this page. The Status column shows Active or Inactive, but it is read-only here. To take a service off your public booking form without deleting it, turn its toggle off under Settings›Pipeline›Booking Form›Form Setup›Services on booking form.

    How to check it worked

    1. Check the list. On Settings›Pipeline›Service Types, your new service is in the table with the right name and the duration you expect (for example "1h 30m").
    2. Check the lead form. Start a new lead, open the Service Type dropdown, and confirm the service is listed. Pick it.
    3. Check the visit length. Still on that lead, set a Start Time. The End Time should jump forward by exactly the duration you set.
    4. Check your extra questions. With that service selected, scroll to Additional Information — your custom fields should be there, in your display order, with required ones marked.
    5. Check the booking form. If you turned on service selection, open your public booking link and confirm the service appears in the dropdown, with the customer-facing label and description you wrote, in the order you dragged.
    6. Check reporting. After a day or two, the Top Service Types card on the Dashboard should start counting leads against the new service.

    Common mistakes

    Renaming a service and breaking automations

    Automations match on the service name. If you rename "HVAC" to "HVAC Repair," any automation filtered on "HVAC" stops matching anything. Joby flags this for you — an automation with a filter pointing at a service that no longer exists shows the warning Service type "…" no longer exists — this automation cannot match anything. After any rename, open Settings›Pipeline›Automations and look for that warning. Do the same for SMS Configuration, Phone Masking, team member skills, and field worker skills, which all match by name too.

    Expecting a delete to clean up your reports

    Deleting a service does not rewrite the leads that already used it — they keep the name. What it does remove is the service's custom fields and the answers saved in them. If you just want it off the booking form, hide it there instead of deleting.

    Looking for an Active/Inactive switch on this page

    There isn't one. The Status column is display-only. Use the booking form toggles to control what customers see, and delete a service only when you are sure you are done with it.

    Creating near-duplicate services

    "AC Repair," "A/C Repair," and "Air Conditioning Repair" split your reports three ways and make automations unreliable. Agree on one spelling per service. Use custom fields, not extra service types, to capture the detail.

    Leaving every service at the default 2 hours

    If every service is two hours, your calendar over-blocks quick jobs and under-blocks long ones. Set a realistic duration on each one — it takes a minute and it is what fills in the lead's End Time.

    Adding a service from the lead form and forgetting to finish it

    The quick-add box on the lead form only asks for a name, so the service lands with the default 2-hour length, no custom fields, and at the bottom of the booking list. Go back to Settings›Pipeline›Service Types afterwards and finish the setup.

    Building the custom field before picking the service

    On the Custom Fields tab, Add Field stays greyed out until you choose a service from the Service Type dropdown. Fields always belong to exactly one service.

    More detail (3)

    Extra questions per service (Custom Fields tab)

    Each service can carry its own set of extra questions. They only appear on the lead form once that service is chosen, so a plumbing lead is never asked for a door color.

    1. Go to Settings›Pipeline›Service Types.
    2. Click the Custom Fields tab — or click Manage Fields on a row, which opens the tab with that service already selected.
    3. Pick a service from the Service Type dropdown.
    4. Click Add Field (it stays greyed out until a service is picked).
    5. Fill in Field Name — for example "Door Color".
    6. Choose a Field Type: Text, Number, Select (Dropdown), or Text Area.
    7. If you picked Select (Dropdown), fill in Options as a comma-separated list — for example: Red, Blue, White, Custom.
    8. Tick Required field if your team must answer it.
    9. Set Display Order — lower numbers appear higher on the form.
    10. Click Save.

    The fields you create show up on the new lead form in the Additional Information section as soon as an agent picks that service type. Use the pencil and trash buttons in the table to edit or remove a field.

    Not the same as Settings›Business›Custom Fields. That page holds fields that apply to every lead or client. The fields here apply only to one service type.

    Showing services on your public booking form

    Customers booking themselves in can pick their service, using friendlier wording than your internal name.

    1. Go to Settings›Pipeline›Booking Form›Form Setup.
    2. Find the Services on booking form card and turn on Show service selection on booking form.
    3. Turn on Require service selection if customers must pick one before they can submit.
    4. Under Services shown to customers, use each row's toggle to include or hide that service.
    5. Click the pencil on a row to open Customize booking copy, where you can set a Customer-facing label (leave blank to use the internal name) and a short Description shown under the name in the dropdown.
    6. You can also type into Add a new service and click Add to create one straight from this card.

    The internal name is read-only here — rename it on the Service Types page. The order customers see is the drag order you set on the Service Types page.

    Where service types show up around Joby

    Scheduling

    On the lead form, End Time fills in as Start Time plus the service's duration. Services with no duration saved fall back to 2 hours.

    Who gets the job

    Team members and field workers are matched to leads by their skills, which are picked from this same list.

    • Leads page — a sortable Service Type column, a Service Type filter, and a bulk Service Type action for changing (or clearing) the service on many leads at once.
    • Import Leads — the CSV template includes a Service Type column, and the importer also recognises a column headed "Job Type".
    • Dashboard — the Top Service Types card ranks your services by lead count for the selected period.
    • Reports — Service Type is available in the advanced filters, so you can group and compare performance by the kind of work.
    • Contact Groups — build a group with the Service Type condition, for example everyone who has ever had an HVAC job.
    • Automations (Settings›Pipeline›Automations) — most triggers accept a Service Type filter so a follow-up only fires for the right kind of job.
    • Templates — insert the Service Type variable into an SMS or email template to greet customers with the job they booked.
    • Which number you text from — Settings›Channels›SMS Configuration has a Service Type SMS Numbers section where you pick a sending number per service, based on the customer's job history.
    • Which number customers see — Settings›Channels›Phone Masking has a Service Type Display Numbers section for the number shown on outbound calls for each service.
    • Team members — Settings›People›Team Members, open a person, and set Skills / service types on their field-worker profile. Leaving it empty means they match every service, including ones you add later.
    • Field workers — the Skills list on a field worker's record is the same list, and it is used to filter who can be assigned to a lead.
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