HVAC — New System / Replacement Estimate
Inbound inquiry for a new HVAC system install or full replacement. Captures home specs and urgency before scheduling the comfort advisor.
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 the current system is still working — no heat/no cool right now flips this into an emergency track.
urgent“Is your current system still running, or are you without heat or cooling right now?”
Field: Is current system still working
Ask what type of system they have now — gas furnace, electric, heat pump — so the estimator brings the right load calc.
important“Do you know if your current system is gas, electric, or a heat pump?”
Field: Current system type (gas / electric / heat pump)
Ask about existing ductwork — ductless installs are a different scope entirely.
important“Does your home have existing ductwork, or is it a ductless setup?”
Field: Existing ductwork
Mention financing availability — many callers don't ask but want it.
normal“We do offer financing options — is that something you'd like the estimator to go over with you?”
Field: Financing interest
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.
Quote a system price before the in-home load calculation.
Guarantee specific energy savings or rebate amounts.
Disparage the caller's current brand or installer.
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 comfort advisor visit
- Send confirmation
Then creates a appointment encounter with:
- Caller name
- Callback number
- Service address
- Approximate square footage
- Current system type (gas / electric / heat pump)
- Age of current system
- Is current system still working
- Reason for replacement
- Number of stories
- Existing ductwork
- Financing interest
- Preferred appointment window
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