HVAC — Maintenance Plan Signup
Inbound call for recurring maintenance plan enrollment. Captures system count and plan tier.
When this runs
classifies this work type when the caller says things like:
How the call goes
3 surface rules tied to missing field definitions. Urgent first.
Ask how many systems they have — multi-system homes get a different rate.
important“How many heating and cooling systems are in the home?”
Field: Number of HVAC systems in home
Ask if they're an existing customer — loyalty pricing may apply.
important“Have you used us before, or is this your first time calling?”
Field: Existing customer
Ask the approximate age of each system — older units benefit more and may surface replacement conversation.
normal“Do you know approximately how old each unit is?”
Field: Approximate system age(s)
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.
Guarantee specific repair discounts beyond published plan benefits.
Promise the plan covers all future repairs.
Guarantee the plan will extend equipment life by a specific number of years.
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
- Email plan details
- Schedule first visit
Then creates a appointment encounter with:
- Caller name
- Callback number
- Service address
- Number of HVAC systems in home
- System types (AC / furnace / heat pump)
- Approximate system age(s)
- Existing customer
- Last professional service date
- Preferred service window
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