Set up the business
In New agent, choose Home services. Enter your service area, rates, business hours and timezone. Add an escalation number and explain which enquiries should reach it. Include the information your team needs before calling a customer back.
The preset asks for customer name, callback number, address, problem and urgency. It tells the agent not to promise an arrival time.
Test a routine request and an urgent enquiry
Use Test chat to ask about your estimate process. Then describe an urgent water leak using a synthetic address and phone number. End the conversation and check that Leads contains the contact information and request. Review the urgency and add your own follow-up note.
Your team decides whether to accept a job and when to send a technician. Phone transfer depends on your configured provider and destination. This setup does not dispatch vehicles or connect to field-service scheduling systems.
Connect and verify
After you configure phone service, call the assigned number and test greeting, message capture and escalation. Test SMS and after-call email as well. Enable website chat if you want the same business information available on your site.
Create an appointment from an accepted enquiry and use Deposits for a Stripe payment link if needed. Confirm the time with your team before promising it to the customer.