Common calls and how to handle them
Leak and repair intake
Record the reported problem and its location in the property. Follow the urgent-call transfer instructions you supply, without promising immediate dispatch.
Installation estimates
Capture the fixture or project, property address, and preferred contact time. Explain whether your company offers an inspection or estimate using your saved policy.
Rental properties
Ask whether the caller is a resident, owner, or property manager. Record the appropriate contact so the office can resolve access and authorization before scheduling.
What to collect for a useful follow-up
Choose the minimum information your team needs to respond. A concise request is easier to review than a long, unfocused message.
- Service address and problem location
- Repair, installation, or estimate request
- Property contact and any access instructions
Review call summaries and transcripts in your dashboard, then let the responsible staff member confirm the next step.
Example phone conversation
Illustrative script, not a recording or customer result. Use only services your business actually offers.
Caller
I need someone to look at a leaking water heater.
CallPlan
I can collect the details for your team. What address needs service, and what is the best callback number?
The goal is a clear request and a useful handoff. Collecting these details does not confirm an appointment, price, or arrival time.
An idea to try: make the call path more specific
Give rental-property requests a separate intake path. Capturing the resident contact and manager contact together can help staff avoid a second call just to find who can authorize a visit.
Set up the workflow in CallPlan
- Supply your business knowledge. Add current services, hours, coverage, FAQs, and policies in your dashboard.
- Define the handoff. Specify the intake questions, transfer contacts, and situations that require a person.
- Check appointment handling. Decide whether to collect requests or use a configured booking workflow. Verify calendar readiness before confirming times.
- Review the experience. Try representative calls, check the resulting summaries, and update unclear or outdated instructions.
Essentials supports business answers, routine requests, configured transfers, and call summaries. If your workflow requires connections to existing software, discuss CallPlan Connect. Integration availability and scope depend on your tools and requirements.
Common questions
Can CallPlan promise an emergency plumber?
Only your configured routing and office policies should govern urgent calls. Collecting a request does not confirm technician availability or an arrival time.
Can we keep our existing phone number?
Once your CallPlan service is activated, you can forward calls from your existing number to your assigned CallPlan number. Forwarding options depend on your phone provider.
What should we provide before getting started?
Start with the information in the intake checklist above, along with your approved answers and handoff contacts. Submit your Business and Agent information through the dashboard; payment alone does not activate call handling.