What happens when a homeowner calls about an active leak

A hail inspection can wait until Thursday. Water coming through a ceiling at midnight can't. This is how your phone assistant handles the calls that can't wait, step by step.

What counts as an emergency

By default, your assistant treats these as roofing emergencies:

• Water actively coming inside the house
• A tree or large branch on the roof
• A large part of the roof torn off after a storm

The list can be changed for your company.

Safety first

Your assistant gives the caller the safety basics as part of the call:

• If part of a ceiling is sagging, keep everyone out of that area.
• It never asks a caller to climb onto the roof.
• If there is fire or a downed power line, call 911.

The call, step by step

1. It collects only what's missing. Full name, street address with ZIP code, and a confirmed callback number. If the caller already said it, it doesn't ask again.
2. It alerts you right away. An urgent message goes to you on Telegram or WhatsApp. This is the format:

3. It tells the caller when to expect you. You choose the wording, for example "within 15 minutes".
4. It can put the caller through to you. If you've added a transfer number, it tells the caller it's connecting them and transfers the call to your on-call phone. If the transfer doesn't go through, it reassures them that a call back is coming.
5. It offers the earliest inspection. The caller can also take the first open slot, which is marked as an emergency on your calendar.
6. It writes it down. The call is added to your Google Sheet as a new row marked URGENT.

When something goes wrong

Your assistant never tells a caller that something is booked unless your calendar confirms it. If a step fails during the call, it tells the caller that a team member will call back shortly, and you get a "System problem: call this customer back" alert with their details.

What you decide

• Who receives the urgent alerts
• The callback promise callers hear
• Whether emergency calls can be transferred to your phone, and to which number
• Which situations count as an emergency for your company

The name, address and phone number in the alert above are made up.