Four call shapes
How calls are handled
Every call opens the same way: the caller hears that the call is recorded and that an automated assistant answers for your business. Then the questions follow the shape of the call. The exchanges below are illustrative samples, not client calls.
Dispatch or emergency
Someone needs help now.
The receptionist asks what is happening, whether anyone is at risk, and the address. Urgent calls ring your mobile and you press 1 to take them. Everything else becomes a request texted to you.
Usually: hvac, plumbing, electrical, garage door, appliance repair, locksmith, mobile mechanic.
Sample
- CallerOur air conditioning quit and my mother is here. It is getting really hot.
- ReceptionistI am sorry, that sounds urgent. Is anyone feeling unwell right now?
- CallerNo, she is fine, just uncomfortable.
- ReceptionistThank you. What is the address? I am ringing the owner now and will text you as soon as they pick up.
Estimate visit
They want a price first.
The receptionist takes the job details, the address and two times that work for a visit, and sends you the request. It never quotes a price you have not set.
Usually: roofing, tree service, pressure washing, movers, junk removal.
Sample
- CallerI need someone to look at my roof. A few shingles came off in the storm.
- ReceptionistI can set that up. Is anything leaking inside right now?
- CallerNot that I can see.
- ReceptionistGood. What two times work for someone to come out and look? I will send the request and they will confirm by text.
Drop-off or in-shop
They bring it to you.
The receptionist takes the vehicle or item, what is wrong and when they want to drop it off, and sends you the request with your opening hours in mind.
Usually: auto repair.
Sample
- CallerMy brakes are grinding. Can I bring the truck in tomorrow?
- ReceptionistI can take a drop-off request. What is the year, make and model?
- CallerA 2019 pickup, the half ton.
- ReceptionistThank you. The shop opens at 8. I will send this to them now and they will text you to confirm the time.
Recurring route
They want regular service.
The receptionist takes the address, what they need and how often, and checks it against the ZIP codes you serve. You get a request to add them to your route.
Usually: pest control, pool service, lawn care, residential cleaning, commercial cleaning, mobile pet grooming.
Sample
- CallerDo you do weekly service? We just moved in.
- ReceptionistWelcome. What is the address, so I can check it is in the area we cover?
- CallerIt is on Maple Street, by the school.
- ReceptionistThank you. I will send the owner a request for weekly service and they will text you a start date.
