Water Heater Repair / Replacement
Inbound call for water heater repair or replacement.
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.
Immediately ask whether they smell gas near the water heater. If yes, instruct them to leave the home and call the gas company.
urgent“Do you smell any gas near the water heater? If you do, please leave the house immediately and call your gas company from outside.”
Field: Gas odor detected
Ask if the unit is actively leaking water.
urgent“Is the water heater leaking any water right now?”
Field: Active leak from unit
Ask what type of water heater they have — tank or tankless, gas or electric.
important“Is your water heater a tank or tankless unit, and does it run on gas or electric?”
Field: Water heater type (tank, tankless, gas, electric)
Ask the caller to describe exactly what's happening.
important“Can you describe what's happening — no hot water at all, lukewarm water, strange noises, or something else?”
Field: Symptom description
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.
Never tell a caller to relight a gas pilot light themselves.
Do not guarantee same-day replacement availability.
Never diagnose carbon monoxide issues over the phone.
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
- Water heater type (tank, tankless, gas, electric)
- Symptom description
- Active leak from unit
- Gas odor detected
- Approximate age of water heater
- Interested in repair, replacement, or unsure
- Preferred appointment window
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