Plumbing — Drain / Sewer Line Issue
Inbound drain backup or sewer line issue. Differentiates single-drain clogs from main sewer problems.
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 if the issue is one fixture or every drain in the house — all-drain backup = main sewer line problem.
urgent“Is the backup happening at just one sink or toilet, or are all the drains in the house slow or backed up?”
Field: All drains or just one
Ask if sewage is coming up — that's an emergency dispatch, not a routine appointment.
urgent“Is sewage or dirty water actually coming up into the house — into a shower, floor drain, or tub?”
Field: Sewage backing up into home
Ask if they've had this problem before — recurring clogs suggest a line camera inspection.
normal“Has this happened before, or is this the first time?”
Field: Previous drain/sewer issues
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 tree root intrusion or bellied pipe without a camera inspection.
Quote a sewer line replacement price over the phone.
Guarantee a snake will clear a main sewer blockage.
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
- Which fixtures are affected
- All drains or just one
- Sewage backing up into home
- Sewer cleanout accessible
- Previous drain/sewer issues
- Approximate age of home
- Access instructions
- Appointment window
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