Every after-hours call is either an emergency or a future customer. Both deserve a real answer.
Sam triages residential vs commercial, asks the right age and symptom questions, and either hands your dispatcher the job or transfers if it's a true emergency.
What a call looks like
A homeowner calls at 9 PM — no AC, 95° forecast. Sam asks if anyone elderly or medically vulnerable is in the home. Yes — Sam transfers to the on-call tech immediately. If not, Sam takes the system age, symptom, and address and texts the dispatcher before the caller hangs up, so the callback goes out first thing.
What Sam handles
Emergency triage
Vulnerable occupant + no heat/AC + extreme weather = automatic transfer. Otherwise: the full details to your dispatcher.
Residential vs commercial routing
Sam asks early. Commercial calls go through your different intake (with PO numbers, building manager contact, etc).
System-aware qualifying
Age, brand, last serviced, symptom. The dispatcher SMS has everything the tech needs to walk in informed.
Where Sam steps back
Sam knows when to call you instead. Built-in escalation triggers:
- →Active gas leaks (immediate transfer + "call 911 if you smell gas")
- →Quotes on new system installations (transfer for sales)
- →Warranty / service contract lookups (Week 2+ — needs ServiceTitan integration)
Try Ringbook for your hvac business.
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