If a text-back or AI helper handles your missed calls, it needs one rule above all others: some calls go straight to you, right now.
Write that list yourself. Don't let the tool decide what an emergency is.
A starting list
Change it for your trade:
- Water: active leak, burst pipe, water through a ceiling, sewer backing up
- Heat: no heat when it's below freezing, especially with kids or older people in the house
- Gas smell: the tool tells them to leave the house and call the gas company or 911 first, then rings you
- Electrical: burning smell, sparks, a panel that's hot to the touch (tell them to call 911 first if there's smoke or fire)
- Security: a door or window that won't lock after a break-in or storm
- Storm damage: tree on the house, a hole in the roof, siding torn off with rain coming
Anything that can hurt someone gets "call 911" before anything else. Your tool is not the fire department.
How the handoff works
- The caller says what's wrong, or replies with a word like EMERGENCY to your text-back.
- The tool checks your list.
- If it's on the list, it calls or texts your cell with the name, address and problem.
- It tells the customer: "I've sent this to Mike now. He'll call you within 15 minutes."
- If you don't confirm within that time, it tries again, or tells the customer honestly that you're not available and gives them a backup.
Customers you know
Your regulars should always get through. Most phones can let certain contacts ring through even when "do not disturb" is on. Put your best customers and your property managers on that list.
What it should never do
- Promise you'll come out tonight before you've said yes
- Give a price for emergency service
- Tell them what's wrong ("sounds like a bad water heater")
Test it
Call your own number from a friend's phone. Say "water's coming through my ceiling." See what happens and how long it takes to reach you. Then call and say "I want a quote on a deck." That one should not wake you up.
For the calls that aren't emergencies, a missed-call text-back is enough.
