Field Service & Trades// topic
Intake and Call Capture
In short
How a job actually enters the business — the call that rings at 7pm, the form nobody answers, and what an AI intake agent books correctly versus what it gets wrong.
5 pages
definitions
- A home warranty dispatch is not a customer callA warranty dispatch arrives with an authorisation number, a covered scope someone else defined, and a payer who is not in the house. Booking it like a retail call produces uncloseable jobs.definition6 min
- Emergency, urgent, same-day, routine: four tiers and who defines themThere is no industry-wide definition of an emergency call. The operator writes one, and until those conditions exist as data no intake agent applies them consistently.definition6 min
- The job type is the schema: what a booking code has to carryDispatch, duration, skill matching and pricing all read the job type. Treating it as a dropdown label rather than a schema is why the board looks full and the day falls apart.definition6 min
diagnostics
- A no-heat call got booked as a routine tune-upA job sits on the board at routine priority and the recording describes an emergency. Before retuning anything, join booked jobs to their transcripts and score them against your own tier table.diagnostic9 min
- The calls were answered overnight and the board is empty at 7amThe overnight calls were answered and the intent captured, and the jobs still vanished in the handoff. Four counts, five ranked causes, and the report that lands before the board opens.diagnostic11 min
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