Appliance Repair — Service Call
Inbound appliance repair call. Captures appliance type, symptoms, and warranty status before scheduling.
When this runs
classifies this work type when the caller says things like:
How the call goes
4 surface rules tied to missing field definitions. Urgent first.
Ask if they smell gas — gas smell is a 911 call, not a service appointment.
urgent“Do you smell gas at all? If you do, please leave the house immediately and call 911 — we can schedule service after that's resolved.”
Field: Gas smell detected
Ask if there's an active water leak — they should shut off the supply valve now.
urgent“Is there any water leaking right now? If so, you'll want to turn off the water supply valve to the appliance.”
Field: Active water leak
Get brand and model — the technician needs to bring the right parts. Model number is usually inside the door or on the back.
important“What brand is it, and can you find the model number? It's usually on a sticker inside the door or on the back of the appliance.”
Field: Brand and model number
Ask about warranty — some manufacturers require authorized service centers.
important“Do you know if it's still under warranty? Some manufacturers require specific authorized service.”
Field: Warranty status
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Diagnose the exact issue over the phone — it could be multiple things.
Quote a repair cost before diagnostic service call.
Advise the caller to open or repair the appliance themselves.
Guarantee parts availability before checking.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm service address
- Confirm callback number
- Schedule service call
- Explain diagnostic fee
Then creates a job with:
- Caller name
- Callback number
- Service address
- Appliance type
- Brand and model number
- Symptom description
- Error code (if displayed)
- When the issue started
- Warranty status
- Approximate appliance age
- Active water leak
- Gas smell detected
- Preferred appointment window
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