Koda User Guide

1. What is Koda?

Koda is a smart assistant for your business that automatically turns phone calls into customers. When someone calls your business phone number, Koda:

• Listens to voicemails and call recordings using advanced speech recognition
• Extracts the caller's name, phone number, address, email, and what they need
• Creates a client in your Jobber account with all the details filled in
• Sends you a text so you know about the new lead instantly

Think of Koda as your 24/7 virtual receptionist. Even when you're busy on a job site or it's after hours, Koda makes sure every potential customer gets captured in your system. No more sticky notes, no more forgotten callbacks, no more lost leads.

Who is Koda For?

Koda is built for field service businesses that use Jobber to manage their customers and jobs, and use Dialpad or Zoom Phone as their phone system. This includes:

• HVAC, plumbing, electrical, landscaping, pest control, cleaning, concrete, roofing, and more
• Solo operators who can't answer every call
• Growing teams who want to make sure no lead falls through the cracks

What You'll Need

Before you start, make sure you have:

• A Jobber account (any plan — Core, Connect, or Grow)
• A phone system account — either Dialpad (Pro plan or higher) or Zoom Phone (with call recording enabled)
• Admin access to both accounts
• About 5–10 minutes to complete the setup

2. Requirements

Jobber

• An active Jobber subscription (Core, Connect, or Grow plan)
• Admin access to your Jobber account
• The ability to authorize third-party app connections

Don't have Jobber yet? Sign up at getjobber.com/pricing

Phone System (choose one)

Option A: Dialpad

• An active Dialpad subscription — Pro ($25/user/month), Enterprise, or AI plan
• The Standard plan does not support the integrations Koda needs
• Admin access to your Dialpad account
• At least one phone number set up in Dialpad

Don't have Dialpad yet? Sign up at dialpad.com/pricing

Option B: Zoom Phone

• An active Zoom account with the Zoom Phone add-on (Pro, Business, or Enterprise)
• Automatic call recording must be enabled in Zoom Phone settings
• Automatic transcription must be enabled in Zoom Phone settings

Without both recording and transcription turned on, Koda cannot access the call information it needs.

Don't have Zoom Phone yet? Sign up at zoom.us/pricing/zoom-phone

Already Have a Business Phone Number?

If you already have a business number with another carrier (AT&T, Verizon, etc.), you have two options:

Port your number to Dialpad (permanent transfer):

• Transfers your number permanently to Dialpad
• Cleanest solution, all features work perfectly
• Takes 5–10 business days
• How to do it: help.dialpad.com

Forward calls to Dialpad (keep your current carrier):

• Keeps your number with your current carrier but forwards all calls to Dialpad
• Works immediately, no porting wait
• Your carrier's forwarding charges may apply
• How to do it: dialpad.com/features/call-forwarding

Not sure which to choose? If you're happy with Dialpad and want the simplest setup, porting is the way to go. If you want to try things out first, forwarding is a great temporary solution.

3. Creating Your Account

Step 1: Visit the Signup Page

Go to the Koda website and click "Get Started" or "Start Free Trial". You'll see the signup page with the Koda logo and a reminder that you'll need a Jobber and Dialpad account.

You have two options:

• Sign in with Google — Click the Google button to use your existing Google account (fastest option)
• Sign in with email — Click the orange button to create an account with your email address

Already have an account? Click "Login" at the bottom.

Step 2: Create Your Account (Email Signup)

If you chose email signup, you'll see the account creation form. Fill in:

• Email — Your business email address
• First & last name — Your full name
• Password — Choose a secure password (at least 8 characters)

Click "Save" to create your account.

Step 3: Select Your Product

After creating your account, you'll see the Your Products page. This shows the available Koda products.

Click "Get Started" on the KodaAI for Jobber card to begin the onboarding wizard.

Step 4: You're In!

You'll be taken directly to the Onboarding Wizard to connect your services.

4. Onboarding Wizard

The onboarding wizard walks you through 4 steps to get Koda up and running. You'll see a numbered progress bar at the top showing which step you're on: 1. Jobber → 2. Phone → 3. Alerts → 4. Plan.

Step 1: Connect Jobber

This step links your Jobber account so Koda can create clients, requests, and notes on your behalf.

The page explains what happens when you connect:

• New clients created from caller information
• Work requests generated with service details
• Notes added with call transcripts

1. Click the blue "Connect Jobber" button
2. If you're not already logged into Jobber, you'll be asked to log in
3. Jobber will show you what permissions Koda is requesting. Review them and click "Authorize"
4. You'll be sent back to Koda with a green checkmark next to "Jobber" in the progress bar

You can also click "Skip this step" if you want to connect later from Settings — but Koda won't process calls until Jobber is connected.

What permissions does Koda need?

Koda does NOT have permission to delete anything or access payment information.

Step 2: Connect Your Phone System

You'll see a page that says "Connect Your Phone System" with two options to choose from. Click on Dialpad or Zoom Phone — whichever your business uses. You can also skip and connect later.

Connecting Dialpad

1. Click the Dialpad card
2. You'll see details about what happens when you connect, then click "Connect Dialpad"
3. Log into Dialpad if prompted
4. Review the permissions and click "Allow"
5. You'll be sent back with a green checkmark next to "Phone" in the progress bar. Your phone numbers are automatically imported.

Connecting Zoom Phone

1. Click the Zoom Phone card
2. You'll see details about what happens when you connect:
   • Call recordings and transcripts captured
   • Call data captured for every incoming call
   • Caller information extracted by AI
3. Click the blue "Connect Zoom Phone" button
4. Zoom will show you the permissions Koda needs. Scroll through the list — it includes viewing recordings, call logs, transcripts, and voicemails.
5. Check the box at the bottom to allow shared access permissions, then click "Allow"
6. You'll be sent back to Koda with a green checkmark. Your Zoom Phone numbers are automatically imported.

Step 3: Set Up SMS Alerts

This step adds phone numbers where you want to receive text notifications about new leads.

1. Enter your mobile phone number in the field (any format works: +1 (555) 123-4567 or 5551234567)
2. Click the red "Add" button
3. Your number appears in the list below
4. Add up to 5 phone numbers if you want multiple people to receive alerts
5. Click "Continue to Choose Plan" when done

You can also click "Skip for now" and add recipients later in Settings.

Step 4: Choose Your Plan

You'll see the plan selection page with three options. Start with a 14-day free trial — no credit card required to start.

Click "Compare all plan features" at the bottom to see a detailed feature comparison.

1. Click "Start Free Trial" on the plan you want
2. You'll be taken to the Stripe checkout page

The left side shows your plan details (plan name, "14 days free", price per month after trial, subtotal and "Total due today: $0.00"). The right side is the payment form (card information, cardholder name, country/region).

3. Click the green "Start trial" button

Setup Complete!

You'll see a welcome page confirming everything is set up. The page explains What Happens Next:

1. Calls are processed automatically — When customers call your numbers, Koda will automatically transcribe voicemails and extract caller information
2. Clients appear in Jobber — New clients and work requests will be created in Jobber with the caller's name, phone number, and service details
3. You get notified instantly — Receive SMS notifications with caller details so you can follow up quickly

Your Free Trial starts today and your first billing date is shown.

5. Dashboard Overview

After setup, you manage everything from the Dashboard. Click "Dashboard" in the top navigation bar to access it.

The dashboard has a left sidebar with these sections:

Each section is explained in detail below.

6. Account Overview

The Account Overview is the first thing you see when you open the dashboard. It shows your business information at a glance.

Business Information

At the top, you'll see three pieces of information:

• Business Name — Your company name (pulled from Jobber when you connected)
• Subscription Status — Shows "Active" (green badge), "Trial", or "Past Due"
• Plan — Your current plan (Starter, Professional, or Enterprise)

Account Settings

Below your business info, you'll see your login credentials:

• Login Email — The email you use to sign in, with a green "Verified" badge
• Password — Shown as dots for security

To change your email:

1. Click "Change" next to your login email
2. Enter your new email address
3. Verify the new email by clicking the link sent to your inbox

To change your password:

1. Click "Change" next to your password
2. Enter your current password and your new password
3. Click "Save"

Usage This Month

At the bottom of the Account Overview, you'll see a progress bar showing how many calls Koda has processed this month compared to your plan's limit.

Example: 159 / 1000 means 159 calls processed out of a 1,000-call limit.

The bar fills up as you use more of your monthly allowance. When you get close to your limit, the bar changes color to warn you.

What counts as a "processed call"? Any call that Koda analyzes — whether it results in a new client, a note on an existing client, or just an SMS notification — counts as one processed call. Spam calls that Koda filters out do NOT count against your limit.

7. Usage

The Usage page gives you a more detailed view of your call processing history.

Click "Usage" in the left sidebar to access this page.

Here you can see:

• Total calls processed this billing period
• Breakdown by call type (inbound vs. outbound, voicemail vs. answered)
• Processing trends over time

This is useful for understanding your call volume and deciding if you need to upgrade or downgrade your plan.

8. Subscription & Plan

This section lets you see your current plan, compare available plans, and manage your billing.

Current Plan

At the top, you'll see:

• Current Plan — The name of your plan (e.g., "Enterprise")
• Status — "Active", "Trial", or "Past Due"

Available Plans

Below your current plan, you'll see cards for all available plans side by side:

Your current plan is highlighted with a "Current" badge. Other plans show a "Switch to this plan" button.

To change your plan:

1. Find the plan you want to switch to
2. Click "Switch to this plan"
3. Confirm the change
4. Upgrades take effect immediately
5. Downgrades take effect at your next billing date

Manage Billing & Invoices

Click the "Manage Billing & Invoices" button to open the Stripe billing portal where you can:

• Update your payment method — Add or change your credit/debit card
• View invoices — See all past invoices and download PDF receipts
• Cancel your subscription — Your service continues until the end of your billing period

Free Trial

All new accounts get a 14-day free trial:

• Full access to all features on your chosen plan
• Card required at signup but NOT charged during trial
• Cancel anytime during trial — no charge
• Billing starts automatically on day 15

Payment Failures

If your payment fails:

1. You'll receive an email and SMS text message immediately
2. A yellow warning banner appears at the top of your dashboard
3. You have a 7-day grace period to update your payment method
4. Click "Manage Billing & Invoices" → update your card → Koda retries automatically

9. Integrations

The Integrations section shows the status of your connections to Jobber and your phone system.

Jobber Connection

Shows:

• "Connected" (green text) with your Jobber business name — e.g., "Connected — Slab Science"
• A "Disconnect" link on the right

Phone Provider Connection

Shows:

• The provider type (Dialpad or Zoom Phone) and the connection mapping — e.g., "(Dialpad) Slab Science → (Jobber) Slab Science"
• A "Switch to Zoom" link (if currently on Dialpad, and vice versa)
• A "Disconnect" link

Testing Your Connections

You can test whether each integration is actually working by clicking the integration icon (the chain-link icon for Jobber, or the phone icon for Dialpad/Zoom).

When you click:

1. The icon shows a spinning animation while testing
2. A popup appears with the result

• Green "PASSED" — Connection is working. If a token was expired, Koda automatically refreshed it.
• Red "FAILED" — Connection is broken. The popup shows the error details.

Click "Copy" to copy the result (useful for support requests), and "OK" to close.

Reconnecting

If a connection shows issues:

1. Click "Disconnect" next to the integration
2. Wait 5 seconds
3. Click "Connect Jobber" (or "Connect Dialpad" / "Connect Zoom") to reconnect
4. Re-authorize when prompted
5. Verify the status returns to "Connected"

10. Phone Numbers

This section lists all the phone numbers synced from your phone provider. Koda only processes calls to numbers that are toggled ON here.

Understanding the Phone Number List

Each phone number shows:

• Toggle switch — Blue = Active (Koda processes calls), Gray = Inactive (Koda ignores calls)
• Phone number — Formatted as (XXX) XXX-XXXX
• Provider badge — "Dialpad" or "Zoom" in a colored badge
• Type badge — "Main Line", "User", "Department", or "Room"
• Name — The name associated with the number
• Status — "Active" when toggled on
• Delete button (trash icon) — Remove the number from Koda

Phone Number Types

Enabling and Disabling Numbers

To enable a number (start processing calls):

1. Find the number in the list
2. Click the toggle switch so it turns blue (ON)
3. Koda immediately starts processing calls to this number

To disable a number (stop processing calls):

1. Find the number in the list
2. Click the toggle switch so it turns gray (OFF)
3. Koda will ignore calls to this number going forward

When would you disable a number?

• Personal cell phone numbers you don't want Koda processing
• Test numbers used for internal purposes
• Numbers for a department that handles their own leads manually

Phone Number Limits

Your plan determines how many phone numbers can be active at once:

• Starter: 2 active numbers
• Professional: 5 active numbers
• Enterprise: 10 active numbers

If you try to enable more numbers than your plan allows, you'll see a message asking you to upgrade.

Syncing Phone Numbers

If you add a new phone number in Dialpad or Zoom Phone:

1. Click the "Sync" button (circular arrow icon, top right of the phone numbers section)
2. Wait a few seconds for the sync to complete
3. Your new number will appear in the list
4. Toggle it ON to start processing calls

Adding a Number Manually

If you use Zoom Phone or need to add a number that isn't syncing automatically:

1. Click the "+ Add Number" button (blue button, top right)
2. Enter the phone number (any format works)
3. Select the Provider (Dialpad or Zoom Phone)
4. Optionally enter a Description (e.g., "Main office line")
5. Click "Add Number"

Removing a Number

To remove a number from Koda:

1. Click the trash icon on the right side of the number
2. Confirm the removal

This only removes the number from Koda — it does NOT affect your Dialpad or Zoom account. You can always re-sync to add it back.

11. SMS Notifications

SMS notifications send you text messages when calls come in, so you always know about new leads — even when you're on a job site.

Notification Settings

At the top of the section, you'll see four toggle switches:

How these work together:

• If SMS Notifications is OFF, no texts are sent — regardless of the other settings
• If Outside Business Hours is OFF, calls that come in before 8 AM or after 6 PM won't trigger a text (but they're still processed in Jobber)
• If Weekend Notifications is OFF, Saturday and Sunday calls won't trigger a text (but they're still processed in Jobber)

Example: You want texts during business hours only, not on weekends:

• SMS Notifications: ON
• Voicemail Notifications: ON
• Outside Business Hours: OFF
• Weekend Notifications: OFF

Return Call Button

This controls how the "Call Customer" button works on the call detail page (the page you see when you tap the "Details" link in an SMS notification).

Which should you choose?

• Choose Dialpad if you want the customer to see your business number when you call back (recommended for most businesses)
• Choose Local Phone if you prefer to use your cell phone directly

Recipients

The Recipients section shows everyone who receives text notifications. The count next to "RECIPIENTS" shows how many you have vs. your plan limit (e.g., "1/10" means 1 recipient out of 10 allowed).

Each recipient shows:

• Toggle switch — Blue = receiving texts, Gray = paused
• Name — The person's name
• Phone number — Where texts are sent
• Notification type badges — Colored tags showing which notifications they receive
• Edit and Remove links

Understanding Notification Type Badges

Each recipient can receive different types of notifications. The colored badges show what's enabled:

Inbound call notifications:

Outbound call notifications:

Special notifications:

Adding a New Recipient

1. Click "+ Add Recipient" (top right of the Recipients section)
2. Fill in the details:
   • Name — Enter the person's name
   • Phone Number — Enter their mobile number (any format works)
   • Notification Types — Check which types of notifications they should receive
3. Click "Add Recipient"

Editing a Recipient

1. Click "Edit" next to the recipient's name
2. Change their name, phone number, or notification types
3. Click "Save Changes"

Removing a Recipient

1. Click "Remove" next to the recipient's name
2. Confirm the removal
3. They'll immediately stop receiving notifications

Pausing a Recipient

If you want to temporarily stop texts to someone without removing them:

1. Click the toggle switch next to their name so it turns gray (OFF)
2. They won't receive texts until you toggle them back ON

This is useful for vacations or temporary changes.

Example Setups

Solo business owner:

• You: Voicemail, Answered, Missed, Follow-up

Small team (3 people):

• Owner: Voicemail, Answered, Missed, Failures, Booking
• Office manager: Voicemail, Answered, Follow-up
• Lead tech: Voicemail only

Larger company:

• Sales manager: Voicemail, Answered, Outbound, Booking
• Owner: Failures only (just problems)
• Dispatch: Voicemail, Missed, Follow-up

12. Booking Links

The Booking Links feature lets Koda automatically send scheduling links to customers when your team mentions an assessment during a call. Instead of playing phone tag to find a time, the customer picks from your available slots.

How Booking Links Work (The Big Picture)

1. During a call, your employee says something like "I'll send you a link to schedule an assessment"
2. Koda's AI detects this and sends your designated approver a text message
3. The approver reviews the details and taps "Send Booking Link"
4. The customer receives a text with a link to pick a time
5. The customer selects a time slot — the assessment is automatically created in Jobber

(For the complete step-by-step flow with screenshots, see Section 17: The Booking Flow.)

Enable Booking Links

The toggle at the top turns the entire booking link feature on or off.

• ON (blue) — Koda's AI listens for assessment mentions and triggers the booking approval flow
• OFF (gray) — Assessment mentions are ignored; calls are processed normally

Assessment User

The Assessment User dropdown lets you select the team member who performs assessments at your company. This is important because:

• Koda checks this person's Jobber calendar when generating available time slots for customers
• Any tasks or assessments already on this person's schedule will be blocked out
• Customers will only see times when this person is actually free

To set your Assessment User:

1. Click the dropdown
2. Select the team member who performs assessments
3. The setting saves automatically

Example: If you select "Caleb Childers" as your Assessment User, and Caleb has a task called "Lunch" blocked from 12–1 PM on Tuesday, that time slot won't appear on the customer's scheduling page.

Phone Line Settings

Each phone line can have its own booking settings — useful if you have multiple locations, departments, or teams that handle assessments differently.

To configure a specific phone line:

1. Click the "Select Phone Line" dropdown
2. Choose the phone number you want to configure
3. The settings for that line appear below

Per-phone-line settings include:

Any setting left blank falls back to your business-level default.

Example: You run two locations:

• Main office number → Booking approvals go to the office manager → Assessments assigned to your senior technician
• Field crew's number → Booking approvals go to the crew lead → Assessments assigned to the crew lead

13. Missed Call Settings

The Missed Call section has two parts: Missed Call Tasks (automatically create follow-up tasks in Jobber) and the Missed Call Chatbot (automatically text customers who don't leave a voicemail).

Missed Call Tasks

When someone calls and no one answers, you don't want that lead to fall through the cracks. Missed Call Tasks automatically create a task in Jobber so your team remembers to call back.

Create Task for Missed Calls

• ON (blue) — When a call is missed and no voicemail is left, Koda creates a task in Jobber with the caller's phone number
• OFF (gray) — No task is created for missed calls

Create Task for Voicemails

• ON (blue) — When a voicemail is received, Koda creates a task in Jobber with the caller's details (name, phone, service needed, address, recording link)
• OFF (gray) — No task is created for voicemails (the voicemail is still processed normally — client created, SMS sent, etc.)

Assign Tasks To

When either task setting is ON, you'll see a list of all your Jobber team members with checkboxes. Check the box next to each person who should be assigned these tasks.

How it works in Jobber: The task appears on the checked team member(s)' task list in Jobber. They can see the caller's details and follow up.

Example: You check "Amy Childers" — when a missed call comes in, a task is created in Jobber and assigned to Amy. She sees it on her task list and calls the customer back.

Late Payment Follow-Up Tasks

Koda can automatically create tasks in Jobber when invoices go unpaid, so your team remembers to follow up.

Enable Late Payment Tasks

• ON (blue) — Koda checks your Jobber invoices daily and creates a follow-up task for each overdue invoice
• OFF (gray) — No late payment tasks are created

Days Overdue

This dropdown controls how many days past the due date an invoice must be before Koda creates a task. The default is 7 days, which means an invoice due on March 1st would get a task on March 8th.

Assign To

Check the box next to each team member who should be assigned late payment follow-up tasks.

How it works:

• Koda checks once a day (early morning) for invoices that are past due by more than your configured number of days
• For each overdue invoice, it creates a task titled "OVERDUE INVOICE: [Client Name] — Invoice #[number]" with the client's phone number, invoice total, amount due, and how many days overdue
• Koda won't create duplicate tasks — if a task already exists for that invoice, it skips it
• When you or your team calls the client (inbound or outbound), the task is automatically completed

Missed Call Chatbot

The chatbot is an AI-powered SMS assistant that automatically texts customers who call your business and don't reach anyone. Instead of just hoping they call back, the chatbot reaches out and tries to help.

Enable Chatbot

The toggle at the top turns the chatbot on or off.

• ON (blue) — When a missed call occurs (and the chatbot is enabled for that phone line), Koda automatically sends the caller a text message
• OFF (gray) — No automatic texts are sent to missed callers

Bot Personality

These settings control how the chatbot "sounds" when texting customers:

Bot Name: The name the chatbot uses when introducing itself. For example, if you enter "Alex", the first message might be: "Hi, this is Alex from Slab Science. I saw you tried to call but didn't reach anyone — how can I help you today?"

Formality (slider, 1–10):

• 1 (Casual) — Relaxed, conversational tone: "Hey there! Looks like you tried to give us a ring..."
• 10 (Professional) — Formal, business tone: "Good afternoon. Thank you for contacting our office..."

Warmth (slider, 1–10):

• 1 (Efficient) — Gets straight to the point, minimal small talk
• 10 (Caring) — Empathetic, friendly, asks how they're doing

Humor (slider, 1–10):

• 1 (None) — Strictly business, no jokes
• 10 (Playful) — Light humor where appropriate

Service Knowledge

This text box tells the chatbot what your business does, so it can have intelligent conversations with callers.

What to include:

• Your company name and what you do
• The services you offer
• Your service area
• Any important details (e.g., "We don't do commercial work" or "Emergency service available 24/7")

Example:

Slab Science LLC - Services Definition
Company Overview
Slab Science LLC is a concrete poly-lifting company serving the South Carolina
Upstate since 2012. We specialize in lifting and leveling settled or heaved
concrete using structural polyurethane foam injection.

Location & Service Area
Based in Greenville, SC. We serve the entire Upstate region including
Spartanburg, Anderson, and Pickens counties.

Services Offered
- Concrete leveling (driveways, sidewalks, patios, pool decks)
- Foundation repair
- Void filling
- Soil stabilization

The chatbot uses this to answer customer questions accurately. If a customer asks "Do you do pool decks?" the chatbot can say "Yes, we specialize in leveling pool decks..."

Phone Lines

Choose which phone lines trigger the chatbot when a call is missed.

Each phone number has its own toggle:

• ON — Missed calls to this number trigger the chatbot
• OFF — Missed calls to this number do NOT trigger the chatbot (shows "Chatbot Off")

Why would you only enable certain lines?

• Enable on your main business line where customers call
• Disable on employee direct lines (they'll call back themselves)
• Disable on lines that are already staffed 24/7

Business Hours Mode

• ON — The chatbot only responds during your configured business hours. Outside those hours, missed calls don't trigger the chatbot.
• OFF — The chatbot responds 24/7, any time a missed call comes in

When to use Business Hours Mode: If your team answers calls during the day but you want the chatbot to cover after-hours missed calls, leave this OFF. If you only want the chatbot active during specific hours, turn it ON and configure the hours.

Escalation & Limits

These settings control how the chatbot behaves during a conversation and when it "gives up" and escalates to a human.

How escalation works:

1. Customer misses a call → chatbot sends an opening message
2. Customer replies → chatbot has a conversation, gathers info
3. If the customer stops replying → chatbot sends a reminder (based on Reminder Count)
4. If still no reply after Timeout minutes → conversation ends, a follow-up task is created in Jobber assigned to your team
5. The task is due in Task Due Offset days so your team knows to call back

Conversation Simulator

The Conversation Simulator lets you test how your chatbot will respond using your current settings — without sending any real texts.

To test your chatbot:

1. The simulator shows the chatbot's opening message based on your Bot Name and personality settings
2. Type a message in the text field at the bottom (pretend you're a customer)
3. Click "Send"
4. The chatbot responds just like it would to a real customer
5. Continue the conversation to test different scenarios
6. Click "Reset" (top right) to start a new test conversation

Things to test:

• Ask about a service: "Do you do driveway repair?"
• Give your info: "My name is John, I'm at 123 Main St"
• Ask about pricing: "How much does it cost?"
• Say something off-topic: "What time do you close?"

Test Codes

Test codes let you test the chatbot on a real phone via actual SMS messages, not just the simulator.

To test with a real phone:

1. Click "+ Generate Code" to create a test code
2. You'll see an instruction like: Text START <code> to (864) 387-4475 to begin a test conversation
3. On your real phone, send a text message with START QWJTLF (using your generated code) to the number shown
4. The chatbot will respond on your phone just like it would for a real missed call

Each code shows:

• The code itself (e.g., "QWJTLF")
• When it was created
• When it expires (or "Never" if it doesn't expire)
• A "Revoke" link to deactivate it

Chatbot Usage This Period

At the bottom of the Missed Call section, you'll see chatbot performance metrics:

Use these to understand how well the chatbot is working. A low conversion rate might mean you need to adjust your Service Knowledge or personality settings.

14. Jobber Integration

This section controls exactly how Koda processes calls and what it creates in your Jobber account. This is where you fine-tune Koda's behavior.

Client Creation

"Choose which call types should create a new client record in Jobber"

This controls when Koda creates a NEW client in Jobber (for callers who aren't already in your system).

Inbound calls (calls TO your business):

Outbound calls (calls FROM your business):

How outbound client creation works: When turned on, Koda's AI determines if the outbound call is a legitimate customer conversation (like quoting a job). Calls like returning a spam call or asking to be removed from a list are automatically ignored. Only genuine new customer interactions create a client.

Processing Delay

The Processing Delay dropdown controls how long Koda waits after a call ends before processing it.

Why use a delay? If your team transfers calls between people, the same call might show up as multiple "legs" in Dialpad. A short delay gives Koda time to see all the legs and process the final one (the one with the most information).

Work Request Creation

"When a new client is created from a call — choose how work requests and assessments are handled"

Note Creation for Existing Clients

"When a call involves an existing client, choose which call types should add a note to their record"

When someone who's already in your Jobber system calls, Koda doesn't create a duplicate client. Instead, it adds a note to their existing record so you have a history of every interaction.

Inbound calls:

Outbound calls:

Note Content

Controls what information is included in the notes Koda adds to Jobber client records.

What a Jobber note looks like with recording link ON:

=== CALL ACTIVITY RECORD ===
* Date/Time: 2026-03-10 at 02:15 PM EST
* Duration: 62 seconds
* Direction: INBOUND
* Status: VOICEMAIL

* Customer: John Smith (+18641234567)
* Received on: +18643625002

AI Summary:
Customer says AC stopped working yesterday, house is very hot.
Needs urgent repair.

Extracted Data:
  Name: John Smith
  Phone: +18641234567
  Address: 123 Main St, Greenville SC 29601
  Service: AC repair -- unit not cooling

Voicemail Recording: https://dialpad.com/shared/call/abc123...

The recording link is a public shareable link — anyone who clicks it can listen to the recording without needing a Dialpad account. Great for sharing with team members who don't have Dialpad access.

The Extracted Data section at the bottom of the note lists all the fields Koda captured from the call. This lets you quickly verify that names, addresses, and other details were captured correctly.

What a Jobber note looks like with recording link OFF:

=== CALL ACTIVITY RECORD ===
* Date/Time: 2026-03-10 at 02:15 PM EST
* Duration: 62 seconds
* Direction: INBOUND
* Status: VOICEMAIL

* Customer: John Smith (+18641234567)
* Received on: +18643625002

AI Summary:
Customer says AC stopped working yesterday, house is very hot.

Extracted Data:
  Name: John Smith
  Phone: +18641234567
  Address: 123 Main St, Greenville SC 29601
  Service: AC repair -- unit not cooling

15. Danger Zone

At the very bottom of the dashboard, you'll find the Danger Zone section. This is for drastic actions that cannot be easily undone.

Disconnect All Integrations

Clicking the red "Disconnect All Integrations" button will:

• Disconnect Jobber
• Disconnect Dialpad/Zoom Phone
• Stop Koda from processing any calls

When would you use this?

• You're cancelling your Koda subscription and want a clean disconnect
• You're having issues and want to start fresh by reconnecting everything
• You're switching to a different Jobber or Dialpad account

16. How Koda Processes Calls

Here's what happens step-by-step when someone calls your business:

Step 1: Customer Calls Your Business

A potential customer dials one of your phone numbers. They might:

• Talk to someone on your team
• Leave a voicemail
• Hang up without leaving a message

"Hi, this is John Smith at 123 Main Street. I need someone to come fix my air conditioning — it's not cooling at all. My number is 555-123-4567. Please call me back as soon as possible. Thanks!"

Step 2: Your Phone System Notifies Koda

Within seconds of the call ending, Dialpad or Zoom Phone automatically sends the call information to Koda:

• The caller's phone number
• Which of your numbers they called
• Whether it was answered, missed, or went to voicemail
• The voicemail transcript or call recording transcript

Step 3: Koda's AI Analyzes the Call

Koda's deep AI analysis reads the transcript and extracts:

Important: Koda only records information that was actually spoken during the call. It never guesses or makes up details. If the caller doesn't mention their address, that field is left blank.

Step 4: Koda Checks for Existing Client

Before creating anything, Koda searches your Jobber client list by phone number:

• If found → Adds a note to the existing client (no duplicate created)
• If not found → Creates a new client

Step 5: Koda Creates Records in Jobber

For new callers:

• Corrects any spelling errors in the customer's name (e.g., "Jhon Smth" → "John Smith")
• Creates a new client with name, phone, validated address, and email
• Creates a work request with service details (if enabled in your settings)
• Sets the lead source if the caller mentioned one

For existing clients:

• Adds a note with the call details
• Adds missing address or email if mentioned (only if it validates better than existing data)

Step 6: You Get a Text

SMS notifications are sent to your configured recipients with the caller's details.

(See Section 18: SMS Notifications Explained for what these texts look like.)

Smart Filtering

Koda automatically filters out calls that don't deserve a Jobber record:

• Spam and sales calls — Telemarketers and robo-callers are recognized and ignored
• Very short calls — Calls under 10 seconds of talk time are skipped (accidental dials, wrong numbers)
• Non-business outbound calls — When outbound processing is on, Koda tells the difference between real customer conversations and non-business calls

17. The Booking Flow (Step by Step)

When your team mentions an assessment during a call, Koda triggers a special booking workflow. Here's exactly what happens:

Step 1: Your Employee Mentions an Assessment

During a live call (not a voicemail), your employee says something like:

"We'd love to help with that. Let me schedule an assessment — I'll send you a link where you can pick a time that works for you."

Key phrases that trigger the booking flow:

• "We'll schedule an assessment"
• "We need to do an assessment first"
• "I'll send you a scheduling link"
• "I'll text you a booking link"
• "Let me send you some available times"

Step 2: Your Approver Gets a Text

The designated booking approver (configured in Booking Links settings) receives a text message with the customer's details and a link.

Step 3: Approver Reviews and Decides

The approver taps the link and sees the Review & Send Booking Request page on their phone. This page shows all the customer details extracted from the call:

• Customer Name — Pre-filled from the call (editable)
• Phone and Email — Pre-filled from the call
• Service Type — What the customer needs
• Street Address, City, State, ZIP — Pre-filled from the call
• Notes From Call — AI summary of the conversation
• Personal Message to Customer (optional) — Add a personal touch

At the bottom, the approver has three options:

Step 4: Customer Receives the Booking Link

If the approver clicks "Send Booking Request", the customer receives a text with a link to the scheduling page.

Step 5: Customer Picks a Time

The customer taps the link and sees the Schedule Your Assessment page with your business name at the top.

The page shows:

• Your Information — Name, phone, and optional email (pre-filled from the call)
• Available Times — A list of open time slots over the next 2 weeks, showing the day, date, and time range
• Show More Times — Button to see additional available slots
• "None of these times work for me" — Link at the bottom if the customer can't make any of the offered times

The available slots are calculated by checking:

• Your Assessment User's calendar in Jobber (no double-booking)
• Your Assessment User's tasks (blocked time like lunch is respected)
• Your configured earliest/latest appointment times
• Assessment duration settings

The customer selects a time slot and clicks the green "Confirm Booking" button.

Step 6: Booking is Confirmed

After the customer confirms:

What happens automatically:

1. The customer gets a confirmation text with the date, time, and location
2. You (the approver/business) get a confirmation text that the customer booked
3. A client record is created in Jobber (if not already existing)
4. A work request is created with the service details
5. An assessment is created on your Jobber calendar, assigned to the team member you configured
6. A "BOOKING LINK SENT" note is added to the client (when the link was sent) and an "ASSESSMENT BOOKED" note is added (when the customer confirms)
7. The follow-up task that was created when the booking link was sent is automatically deleted (since the customer already booked)

All of these actions happen in parallel for fast response times — the customer sees their confirmation page immediately.

If Something Goes Wrong

If the assessment can't be created in Jobber (API error, temporary outage, etc.):

• You receive an SMS alert with ALL the booking details — customer name, phone, service, date, time, and address
• You can manually add the assessment to your Jobber schedule
• No booking is ever lost

18. SMS Notifications Explained

What an SMS Notification Looks Like

When a call comes in, your configured recipients receive a text like this:

IN VM: John Smith | 3/4 2:30pm
+15551234567
Received by: Ashley
AC not cooling [New]
123 Main St, Springfield IL 62701
Customer's AC stopped working, needs urgent repair.
koda1.link/c/abc12345678

What each line means:

The Call Detail Page

Tapping the "Details" link opens a mobile-friendly page with all the call information:

• Call type and timing — Voicemail/Answered/Missed, date and time
• Customer details — Name, phone number, duration, direction (Inbound/Outbound)
• Employee — Who received or made the call
• AI-extracted info — Service type, address, email, call purpose
• AI Summary — A full, detailed summary of what was discussed on the call
• Possible Duplicate warning — If Koda created a new client but found a similar name already in Jobber, a yellow warning box appears showing the similar client's name, company, and job numbers
• Jobber status badges — Green checkmarks or gray badges showing whether a New Client, Request, or Note was created
• Action buttons:
  • Return Call — Calls the customer (uses your Return Call Button setting)
  • Listen to Recording — Opens the call recording
  • Create Follow-Up Task — Creates a task in Jobber
  • Send Booking Link — Sends the customer a scheduling link

The Follow-Up Task Form

Tapping the "Follow-up" link opens a form where you can quickly create a task in Jobber:

• Task title — Pre-filled with "Follow Up: [Customer Name]" (you can edit it)
• Notes — Add any details about what needs to happen
• Schedule date & time — When the task should be done
• Assign To — Checkboxes for all your Jobber team members

Tap "Create Task" and the task immediately appears on the assigned team members' task lists in Jobber.

Notification Types Reference

19. Best Practices

Train Your Team to Capture Key Information

Koda's AI extracts information from what's actually said on the call. The clearer the information, the better Koda captures it.

Key questions to ask on every call:

Repeat Information Back

Repeating information back serves double duty — it confirms details with the customer AND gives Koda's AI a second chance to capture it clearly.

Customer: "I'm at 8 Oak Street in Greenville."
You: "Got it — 8 Oak Street in Greenville."

Spelled-Out Names

Koda understands when callers spell out their name letter by letter. If a caller says "My last name is G-E-N-O" or "B as in boy, E-R-C-H-I-A-T-T-I," Koda captures the correct spelling. This is especially helpful for unusual or hard-to-spell names that might otherwise be transcribed incorrectly.

Spoken Emails

Koda can pick up email addresses even when callers spell them out letter by letter. For example, if a caller says "my email is s m p at charter dot net," Koda recognizes that as smp@charter.net.

Repeating the email back helps ensure accuracy:

Customer: "Sure, it's mike@aol.com."
You: "Perfect — mike at aol dot com."

Trigger the Assessment Workflow

When you want to send a customer a booking link, use clear language:

"What we'll want to do is schedule an assessment so one of our guys can come take a look. I'll send you a link where you can pick a time that works for you."

Set Up Your Voicemail Greeting

Your greeting should prompt callers to leave key details:

"Thanks for calling [Your Business]. We're sorry we missed your call. Please leave your name, phone number, address, and a brief description of what you need help with, and we'll get back to you as soon as possible."

Block Off Time in Jobber

To prevent Koda from scheduling assessments during lunch, appointments, or meetings:

1. In Jobber, create a Task with a specific start and end time
2. Assign it to your Assessment User
3. Koda will automatically skip those times when generating booking slots

Example tasks to create:

• "Lunch" — 12:00 PM to 1:00 PM, daily
• "Team meeting" — 8:00 AM to 9:00 AM, Mondays
• "Doctor appointment" — 2:00 PM to 3:30 PM, specific date

Call Conversation Checklist

Print this and keep it near your phone:

• ☐ Name — "Can I get your full name?"
• ☐ Phone — "What's the best number to reach you?"
• ☐ Address — "What's the address of the property?"
• ☐ Email — "Do you have an email for confirmations?"
• ☐ Service — "What kind of work do you need?"
• ☐ Lead source — "How did you hear about us?"
• ☐ Assessment — "I'll send you a link to pick a time."

20. What Koda Creates in Jobber

Here's what Koda's work looks like inside your Jobber account.

New Client Record

When Koda creates a new client, this is what you'll see in Jobber:

• Name — Spelling-corrected by AI (e.g., "Jhon Smth" → "John Smith")
• Phone — The caller's number
• Address — Validated against the US Census Bureau database, ZIP code added automatically
• Email — Validated that the domain exists and accepts mail
• Lead Source — Matched to your existing Jobber lead sources when possible (e.g., caller says "Facebook ad" → matched to your "Facebook" lead source)

Work Request

When Koda creates a work request, it appears in your Jobber request list:

• Title — The service type extracted from the call (e.g., "AC Repair" or "ASSESSMENT: Driveway Repair — John Smith" for booking-sourced requests)
• Description — Details about what the customer needs
• Assessment — Either unscheduled (your team schedules it) or already scheduled (if auto-scheduling is enabled)

Client Note

When Koda adds a note to an existing client:

=== CALL ACTIVITY RECORD ===
* Date/Time: 2026-03-10 at 02:15 PM EST
* Duration: 85 seconds
* Direction: INBOUND
* Status: VOICEMAIL

* Customer: Robert Thompson (+18641234567)
* Received on: +18643625002

AI Summary:
Customer says driveway has been sinking for 6 months, getting worse.
Wants someone to come out and give an estimate.

Extracted Data:
  Name: Robert Thompson
  Phone: +18641234567
  Address: 456 Elm St, Greenville SC 29605
  Service: Concrete leveling -- driveway sinking

Voicemail Recording: https://dialpad.com/shared/call/abc123...

Assessment on Calendar

When a customer books through the scheduling link:

• Shows on the calendar at the time the customer selected
• Assigned to the team member you configured
• Title prefixed with "ASSESSMENT:" so you can spot booking-sourced assessments easily

Tasks

When Koda creates a missed call task, voicemail task, or late payment task:

Missed call tasks include:

• The caller's phone number
• A link to call back

Voicemail tasks include:

• The caller's phone number
• Service type, address, and notes (if AI was able to extract them)
• A link to the voicemail recording

Late payment tasks include:

• The client's name and phone number
• Invoice number, total, and amount due
• Due date and how many days overdue

Automatic task completion: When you or your team makes or receives a call with a client who has an open Koda task (missed call, voicemail, or overdue invoice), Koda automatically completes the task since you've already been in contact.

Calendar Color Rules

Koda creates tasks and assessments with specific title prefixes. You can use Jobber's built-in calendar color rules to make them stand out at a glance.

To set up color rules in Jobber:

1. Go to Gear icon > Settings > Schedule
2. Under Calendar Color Rules, click Add Rule
3. Set Title contains to the prefix, choose a color, and save

Recommended color rules:

This makes it easy to scan your Jobber calendar and immediately see which items were created by Koda and what type they are.

21. Troubleshooting

"Calls aren't being processed"

Check these things in order:

1. Subscription status — Go to Account Overview. Is it "Active" or "Trial"? If "Past Due", update your payment method.
2. Integrations — Go to Integrations. Does Jobber show "Connected"? Does your phone provider show "Connected"? If not, click to reconnect.
3. Phone numbers — Go to Phone Numbers. Is at least one number toggled ON (blue)?
4. Test the connection — Click the integration icon for Jobber and Dialpad/Zoom to run a test. If either fails, try disconnecting and reconnecting.

"I'm not receiving SMS notifications"

1. Go to SMS Notifications
2. Check that "SMS Notifications" is toggled ON (this is the master switch)
3. Check that you have at least one recipient in the list with their toggle ON
4. Check that the recipient has the right notification types checked (at minimum: Voicemail)
5. If "Outside Business Hours" is OFF, you won't get texts before 8 AM or after 6 PM
6. If "Weekend Notifications" is OFF, you won't get texts on Saturday/Sunday
7. Check if your phone is blocking unknown numbers or filtering messages

Still not working? Try adding a different phone number as a test to rule out carrier issues.

"Jobber shows 'Disconnected'"

1. Go to Integrations
2. Click "Disconnect" next to Jobber
3. Wait 5 seconds
4. Click "Connect Jobber"
5. Re-authorize in Jobber when prompted
6. Check that it now shows "Connected"
7. Click the Jobber icon to run a test

"Dialpad or Zoom shows 'Disconnected'"

1. Go to Integrations
2. Click "Disconnect" next to your phone provider
3. Click "Connect Dialpad" (or "Connect Zoom Phone")
4. Re-authorize when prompted
5. Go to Phone Numbers and click "Sync" to refresh your numbers

"My phone numbers aren't showing up"

1. Go to Phone Numbers
2. Click the "Sync" button (circular arrow icon)
3. Wait a few seconds for the sync
4. If numbers still don't appear, try disconnecting and reconnecting your phone provider in Integrations

"Zoom Phone calls are delayed"

This is normal. Zoom Phone processing takes slightly longer than Dialpad:

1. Call ends → Recording created (immediate)
2. Recording → Transcript generated (1–2 minutes)
3. Transcript → Koda processes (seconds)
4. Processing → SMS sent

Total: typically 1–3 minutes from call end to SMS notification. If delays are consistently longer than 5 minutes, contact support.

"The AI isn't extracting information correctly"

• Voicemails over 10 seconds work best
• Clear audio quality helps
• Callers who speak slowly are easier to transcribe
• Very short messages ("Call me back") only capture the phone number

You can always review and update any missing details manually in Jobber.

"I see duplicate clients in Jobber"

Koda checks for existing clients by phone number before creating new ones. Duplicates can happen if:

• The same person calls from two different numbers
• The caller's number doesn't match what's in Jobber (e.g., they call from a work number but their cell is in Jobber)

Duplicate detection: When Koda creates a new client, it automatically checks for existing clients with similar names. If it finds a possible match (e.g., "Rick Cockrell" vs "Rick Cochell"), you'll see a "Match?" line in your SMS notification and a yellow "Possible Duplicate" warning on the call detail page with the similar client's name, company, and job numbers. You can then decide whether to merge them in Jobber.

Search Jobber by phone number to find and merge any duplicates.

"I'm over my monthly call limit"

• You'll see a warning on your dashboard
• Calls are still processed (within reason)
• Go to Subscription & Plan and upgrade to a higher plan
• Limits reset on your billing date each month

"The chatbot isn't responding to missed calls"

1. Go to Missed Call section
2. Check that "Enable Chatbot" is toggled ON
3. Check that at least one phone line has "Chatbot On" enabled
4. If Business Hours Mode is ON, check that the current time falls within your configured hours
5. Try the Conversation Simulator to verify the chatbot is working
6. Generate a Test Code and test from your real phone

"The booking link isn't being sent"

1. Go to Booking Links section
2. Check that "Enable Booking Links" is toggled ON
3. Check that an Assessment User is selected
4. Check that the phone line has booking settings configured (select it from the dropdown)
5. Make sure the booking approver's phone number is correct
6. Verify the employee used clear language like "I'll send you a scheduling link" during the call

22. FAQ

General

Setup

How It Works

Booking & Assessments

Chatbot

Security & Privacy

Billing

23. Getting Help

Contact Support

Email: support@koda-solutions.com

Response time: Within 24 hours on business days (Monday–Friday)

What to Include

To help us fix your issue quickly:

1. Your business name (as it appears in your dashboard)
2. Your account email
3. What's happening vs. what you expect
4. Steps you've already tried
5. Screenshots of any error messages
6. Specific call details (if about a specific call: date, time, phone number)

Example Support Request

Subject: Calls not processing from main line

Hi Koda Support,

Business: Smith HVAC
Email: john@smithhvac.com

Calls to our main number (864-555-1234) aren't creating clients
in Jobber since yesterday morning.

What I've tried:
- Verified Jobber shows "Connected"
- Verified Dialpad shows "Connected"
- Phone number is toggled ON
- Subscription shows "Active"
- Tested connection -- both passed

Last call that worked: March 9, 2:30 PM
First call that failed: March 10, 9:15 AM

Thanks for your help!

24. Glossary