Common calls and how to handle them
Inspection requests
Collect the property address, the caller’s description, and whether they are seeking repair or replacement. Leave the inspection findings to your roofer.
Estimate follow-ups
Record the customer name and project address, then route questions to the estimator. Avoid inventing quote amounts or completion dates.
Warranty inquiries
Use your supplied warranty contact procedure. Capture the installation reference if known so staff can find the project before responding.
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.
- Property address and repair or replacement request
- Reported leak location or project description
- Existing estimate or project reference, if any
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
Can I get an estimate to replace my roof?
CallPlan
I can take an estimate request. What is the property address, and when would you prefer the team to contact you?
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
Separate warranty calls from new estimates. Both may sound like repair requests, but they often need different staff and a different set of records.
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 Try representative calls, check the resulting summaries, and update unclear or outdated instructions.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 explain insurance coverage?
It can share your approved business process, such as where to send project documents. It should not decide coverage, promise claim approval, or replace an insurer’s answer.
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.