From an incoming call to useful job information
A clearer handover for your next customer.
Capture the enquiry
Set the questions that matter to your team: the caller’s name, callback number, suburb and a short description of the work. Keep requests concise so your team can decide what happens next.
Answer from your information
Provide your service area, operating hours and approved service details. Define what the receptionist can explain and which pricing or technical questions must go to your team.
Follow your booking rules
Configure appointment types and calendar availability before enabling booking. Test the flow with your team; an enquiry should never be presented as a confirmed job unless your configured workflow confirms it.
Build around the way your trade business works.
A plumbing enquiry may need a suburb and a description of the issue. An electrical enquiry may need the type of installation and a preferred callback time. An HVAC enquiry may need the system type and whether the request concerns a new installation or servicing.
These are example intake questions, not evidence of completed customer installations. Choose the questions and service boundaries that fit your own team. The receptionist should not diagnose a fault, promise technician availability or quote work that requires assessment.
Before you forward customer calls
- Confirm the services and suburbs you cover, opening hours and approved answers.
- Define appointment rules and the information your team needs for follow-up.
- Test typical calls, unclear requests and requests outside your service area.
- Review the resulting information and refine the setup before going live.