Customer books a callout service workflow
How an online booking for a callout visit becomes a job, and how the callout fee plus flexible labour and materials line items are billed on an itemised invoice.
Available · Last updated 18 July 2026
The business problem
Without a structured booking-to-job flow, office staff have to manually turn phone or form bookings into a job for the technician, then reconstruct the callout fee and any extra labour or parts into an invoice afterwards.
Business situation
Field service businesses charge a minimum attendance or assessment fee just to show up, then bill additional time and materials once the technician has diagnosed the job on site. The final amount is rarely known at the time of booking.
How KookaCRM solves it
KookaCRM's online booking captures the callout request directly into an intake submission and job, so the technician has what they need for the visit. The itemised invoice combines the callout fee with whatever additional labour and materials line items the job needs, generated after the work is known.
Recommended KookaCRM setup
Configure the callout service with the callout fee as its base pricing model, publish it through online booking, and let staff add hourly labour and materials line items to the job's invoice once the visit is complete.
Entry point and pricing model
Customer entry point: Online booking — the customer selects the callout service and an available time slot online.
Service pricing model: Callout + hourly: a callout or assessment fee covers attendance, and flexible labour and materials line items are added once the technician has assessed the job on site.
Suitable business types
- Plumbers and electricians
- IT support technicians doing onsite visits
- Appliance repair
- Any trade charging a callout or assessment fee plus variable labour
How it works
Customer selects the callout service and a time slot on the online booking page, then
Booking creates an intake submission and, depending on configuration, a job, then
Staff assign the job to a technician and confirm the appointment, then
Technician attends the callout, diagnoses the issue, and records the work performed, then
Staff (or the technician) add labour and materials line items to the job beyond the base callout fee, then
An itemised invoice is issued covering the callout fee plus the recorded labour and materials, then
Customer pays the invoice
Customer experience
- Browses available times online and books the callout service, providing contact and site address details
- May be asked to pay a callout fee or deposit at booking, or may not be asked to pay until the invoice — this depends on how the tenant has configured payment for that booking flow
- Technician attends at the booked time
- Receives an itemised invoice covering the callout fee plus any labour and materials once the visit is complete
Staff actions
- Monitor new bookings on the dispatch calendar or job board
- Assign the job to a technician
- Confirm appointment details with the customer if needed
- Record time and materials used on the job
- Review and finalise the itemised invoice before sending
What KookaCRM creates
- Intake submission
- Booking / job
- Invoice with callout fee and labour/materials line items
Payment flow
The callout fee is not automatically charged the moment a customer submits a booking. Whether — and when — it is collected (at booking, on dispatch, or as part of the final itemised invoice) depends on how the tenant has configured payments and invoice-pay flows for that booking, including whether Stripe Connect is connected for online payment.
Setup requirements
- Enable online booking and configure availability
- Configure the callout service with a callout fee and enable labour/materials line items on the job
- Decide whether and when to collect payment (at booking, on dispatch, or on the final invoice) and configure payment options accordingly
- Connect Stripe Connect if you want the callout fee or invoice payable online
Related guides
- Customer Entry Points
Online Booking
Let customers pick a time and submit a booking online for callout services or fixed-price appointments, with optional upfront payment where a business has configured it.
- Pricing and Sales Workflows
Callout and Hourly Services
Charge a callout fee that includes a set amount of time, then add extra labour and materials as flexible line items priced by quantity and unit price.
- Jobs and Operations
Jobs and Field Dispatch
Turn accepted quotes and bookings into scheduled jobs, assign them to staff, and track progress through to completion — with an optional Field Dispatch view for coordinating field teams.
- Finance and PaymentsRequires configuration
Stripe Connect
Connect your own Stripe account so customer payments — for invoices, deposits and bookings — are processed through your business's own connected Stripe setup.