TRIGGER
Inbound contact arrives
Call, text, web chat, social DM or GBP message hits the account.
AI
Greet & detect intent
AI captures name + number, identifies channel, classifies why they're reaching out.
DECISION
Is this an emergency?
No heat / no cooling / gas smell / water leak / no power.
YES — EMERGENCY
ALERT
Flag EMERGENCY priority
Notify on-call team instantly; set urgency = critical.
ACTION
Offer soonest slot / live transfer
Book emergency calendar or warm-transfer to dispatcher.
NO — STANDARD
AI
Classify request type
Repair · Maintenance · Install estimate · General question.
ACTION
Capture job details
System type (furnace/AC/heat pump/ductless/water heater), property type, issue summary.
DECISION
Inside service area?
Postcode / radius check against service map.
AI
Score the lead
Urgency + job value + readiness → Hot / Warm / Cold.
ACTION
Book the right appointment
Diagnostic visit · Tune-up · In-home estimate calendar.
ACTION
Write to CRM & route pipeline
Create/update contact, populate custom fields, apply tags, drop into pipeline stage.
ACTION
Confirm + reminder sequence
SMS/email confirmation, pre-visit reminders, address & tech details.
GOAL
Booked & tracked
Every enquiry captured — even after hours — with full context for the tech.