A service call should turn into a job without anyone retyping the caller's details. There are three ways to do it, depending on who took the call.
| Who took the call | Where you book it |
|---|---|
| You, live on the call | Schedule job (or Create customer) in the call panel. |
| You, right after hanging up | Schedule job under Quick actions in the Call wrap-up panel. |
| The AI receptionist | Schedule job on the AI call in Conversations. |
While you're on the call
Click Schedule job
In the call panel, click Schedule job. If the caller isn't in Contacts yet, the button says Create customer: fill in the new customer first, and you go straight to the new job afterwards.
The call keeps going while you fill in the form. The panel stays on screen.
Fill in the job
The new job opens with the customer already selected. Pick the property, job type, date, time and technician as you normally would, and save. See How to create your first job.
Set up call scripts so the Intake button walks your CSR through the same questions on every call before booking.
After you hang up
The Call wrap-up panel opens when the call ends. Pick the outcome (for example Booked a visit or Needs a call back), check the caller name, address, equipment and urgency (pre-filled from the transcript when AI wrap-up is on), add notes and click Save wrap-up. If the caller is new, the wrap-up can create the contact for you.
Saving the wrap-up records what happened; it doesn't create the job by itself. To book the visit, use Quick actions in the same panel:
| Quick action | What it does |
|---|---|
| Schedule job | Opens a new job in a new browser tab, with the customer already selected when the caller is linked to one. |
| Send estimate | Opens a new estimate in a new tab. |
| Send SMS | Opens the caller's text thread. For a new caller, fill in their name in the wrap-up and save first so there's a customer to text. |
| Mark spam | Records the call as spam and offers to block the number. |
From a call the AI receptionist took
When the AI receptionist captures a service request, it doesn't put the job on your board by itself. It hands you everything you need to book it in one click.
Open the call
Go to Conversations and click AI at the top. The Needs review tile shows calls nobody has dealt with yet. Click a call.
Check what the receptionist captured
The top of the page shows a one-line summary of the call, plus Emergency or Urgent when the caller said so. Captured details lists the service address, intent, equipment, requested time slot and callback number.
Click Schedule job
Schedule job creates the job for this caller in one step: it adds the customer and property if they're new (or uses the existing customer), sets the priority from the urgency, copies the problem into the job, adds your job type's default line items, and opens the new job so you can set the time and technician.
If the receptionist didn't get an address, the button says Add address to schedule. Type the address and click Save & convert to job.
| Other button | Use it when |
|---|---|
| Mark handled | You dealt with it another way, for example you called them back. |
| Not a job | It was a question or a message, not work to book. |
| Ignore | Spam, a wrong number, or nothing to act on. |
| Block number | Stop this number from reaching you again. |
After you schedule it, the call shows Scheduled and a View job link.
Good to know
- Requested time is a suggestion. The receptionist offers times based on your business hours; you confirm the actual appointment when you schedule the job.
- To-dos: if the caller also wanted something else (an invoice question, a reschedule), it appears under To-dos from this call. Click Mark done on each one when it's handled.