The situation
Fictional planning example. These are sample decisions, not customer results or a demonstration of a live configuration.
A homeowner calls a fictional roofing contractor after finding shingles in the yard and noticing a ceiling mark. The crew is occupied. The caller wants an inspection, but no appointment has been confirmed.
Sample intake record
Use the distinction between reported information and confirmed outcomes when reviewing your own process.
| Field | Sample entry | How to use it |
|---|---|---|
| Reported observations | Shingles in the yard and a ceiling mark. | Caller observations, not a diagnosis or proof of storm damage. |
| Property location | Collect the address needed for a service-area check. | Do not assume the property is covered until the approved check is complete. |
| Contact path | Caller provides callback details. | Confirm the service follow-up path without treating it as promotional consent. |
| Inspection request | Caller prefers a morning visit. | Requested timing is not confirmed crew availability. |
| Urgency question | Ask the contractor’s approved urgency questions. | A human escalation rule does not establish an emergency-response promise. |
Walk through the decisions
- Capture observations safely. Ask what the caller has already noticed. Do not direct a homeowner to climb onto the roof, enter an unsafe attic or perform a repair.
- Check service and booking rules. Use the contractor’s approved service-area and inspection process. Confirm an appointment only through the configured availability path; otherwise retain a request for review.
- Apply the human escalation boundary. Follow the contractor’s urgent-call instructions when the reported situation meets them. Do not diagnose the roof, promise a crew response time or determine insurance eligibility.
- Give the crew an actionable note. Send the agreed information to the configured destination. Keep uncertain details, requested timing and open questions visible to the person responsible for follow-up.
Example handoff note
Caller reports loose shingles and a ceiling mark after a storm. Inspection requested for a morning; not booked in this example. Service-area eligibility needs confirmation. Crew follow-up owner reviews the request and applies the approved urgency process. Cause, repair scope and insurance coverage are undetermined.
When the routine path does not fit
- The address is outside the service area: Use the contractor’s approved response. Do not promise an inspection or refer to an unapproved provider.
- The caller asks whether insurance will pay: Explain that intake cannot determine coverage; record the question for the appropriate human discussion.
- The crew is unavailable: Use the agreed backup/message route. Record the request as awaiting review rather than suggesting dispatch is underway.
Use this with your team
Who checks the service area? Which requests can be booked? What happens after an unanswered urgent transfer? Which observations should be preserved without making a diagnosis?
Replace the fictional choices with your approved process before configuring service. This page does not collect or send your answers.