Intake is not diagnosis
The call should collect enough information for the right person to respond. It should not diagnose equipment, promise a technician, approve insurance coverage, or quote work that needs inspection.
Ask these questions in order
- What is the best name and callback number?
- What service do you need, and is this a new or existing job?
- What is the property address and type?
- What is happening now, in your own words?
- Is there active damage or an immediate safety concern?
- Have you taken any action already, such as using a water shutoff?
- What access notes matter: gate, unit, pets, stairs, parking, or tenant contact?
- What visit or callback window should the team check?
Add trade-specific fields only where they change the next step.
HVAC may need equipment type. Plumbing may need active-damage and shutoff status. Electrical calls need a direct safety script for smoke, heat, or sparking. Junk removal needs item volume and access.
Write the call notes
- caller and property;
- service requested;
- current condition and caller-reported safety flags;
- approved urgency label;
- access constraints;
- requested time;
- action taken and next owner.
Say “requested time,” not “appointment confirmed,” unless availability was actually checked and approved. Say “on-call alert sent,” not “technician dispatched,” unless someone assigned the work.
Use the home-services answering playbook as a starting point, then narrow it to the trade and call type your team handles.