HVAC — No Heat / No Cooling
HVAC failure intake; treats vulnerable occupants as urgent.
When this runs
classifies this work type when the caller says things like:
How the call goes
2 surface rules tied to missing field definitions. Urgent first.
Ask if any infants, elderly, or medically fragile people are in the home.
urgentField: Vulnerable occupants present
Ask what system is affected (furnace, heat pump, central AC, mini-split).
importantField: Heat or cooling system type
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 a technician arrival time unless dispatch confirms.
Diagnose the part failure as fact before inspection.
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
- State next step
- Send confirmation
Then creates a job with:
- Caller name
- Callback number
- Service address
- Heat or cooling system type
- Outdoor temperature concern
- Vulnerable occupants present
- Thermostat setting
- Appointment window
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