BrightshoalRequest a demo

Every job enquiry, answered.

You are on a job when the phone rings, and the boiler breaks at nine at night. The agents answer while you work, take down the job and the postcode, and leave you a list of people to call back.

A use case: no home services customers yet, so no numbers.

Request a demo

ExampleWebsite chat, phone and WhatsApp

A heating engineer, at 21:40

Our boiler has stopped and there is no hot water. Can someone come out?

Sorry to hear that. The team is offline until 8:00. Which area are you in, and what kind of boiler is it?

ExampleThe lead

Job
Combi boiler, no hot water
Area
Leeds, LS6
Urgency
Today
Callback
Tomorrow, around 8:00
Name
Tom Reid

Added to Callbacks asked for

What arrives. A job, a place and how soon.

  • The job

    What needs doing, in their own words.

  • Where

    A postcode, so you know whether you cover it.

  • How soon

    Today, this week, or whenever suits.

  • A callback

    A name, a number and the time they would like a call.

How the agents handle it. On your own channels, in this order.

  1. 1

    Front desk

    Answers your website chat, phone and WhatsApp from your own pages while you are on a job.

  2. 2

    Qualifier

    Asks the job, the postcode and how urgent it is, and takes a name and number.

  3. 3

    Handover

    Sends the lead to the CRM or system you connect, or puts a caller through to you.

  4. 4

    Night shift

    Answers after hours and takes callback requests with the time they would like.

An example after-hours enquiry on website chat. The people are fictional.

One enquiry, start to finish.

Example home services conversation on website chat, with fictional details. Visitor: Our boiler has stopped and there is no hot water. Can someone come out? Kit: Sorry to hear that. The team is offline until 8:00. Which area are you in, and what kind of boiler is it? Visitor: Leeds, LS6. A combi, about ten years old. Kit: Thanks. Would you like the team to call you in the morning? What time suits you? Visitor: Yes please, around 8:00. Kit: Which name and number should they call? Visitor: Tom Reid, 07700 900654 Kit: Thanks, Tom. I have asked the team to call you around 8:00, once they are in. What Kit captured: Job, Combi boiler, no hot water; Area, Leeds, LS6; Callback, Tomorrow, around 8:00; Name, Tom Reid; Phone, +44 7700 900654. Summary, with conversation analysis on: Combi boiler about ten years old, no hot water, in Leeds LS6. Asked out of hours for a call back tomorrow around 8:00. Then: Added to Callbacks asked for.

The home services playbook. What to set up so you call back knowing the job.

1

Questions to ask

The Qualifier asks these one at a time, in your words, and each answer lands in its own field on the lead. On website chat, set answers can show as buttons.

  1. 1

    What needs doing?

    Field Job

  2. 2

    What is your postcode?

    Field Area

  3. 3

    How soon do you need someone?

    Field Urgency

    • Today
    • This week
    • Whenever suits
  4. 4

    Is it a house, a flat or a business?

    Field Property

    • House
    • Flat
    • Business
  5. 5

    Could you send a photo of the problem?

    Field Files, when uploads are on

  6. 6

    What name and number should we call, and when?

    Field Name, Phone, Callback

2

What to give the Front desk

It answers only from what you give it. What it must never promise stays with your team.

Give it

  • Pages

    The services you offer, and the towns or postcodes you cover.

  • Documents

    Guarantees, what to expect on the day, and your emergency wording, word for word.

  • Prices or ranges

    Call-out charges and typical ranges for common jobs, if you share them.

  • Hours

    Working hours and any emergency cover, so after hours it takes a callback request.

It must never promise

  • An arrival time
  • A fixed price for a job it has not seen
  • A diagnosis or safety advice beyond the wording you give it

Tell it what to say instead: offer a callback, or a person.

3

How the handover looks

The lead goes to the CRM or system you connect once there is a phone number or an email, or only once every field you mark as required is in, if you prefer. Each new detail updates the same lead.

New leadExampleWebsite chat

Job
Combi boiler, no hot water
Area
Leeds, LS6
Urgency
Today
Callback
Tomorrow, around 8:00
Name
Tom Reid
Phone
+44 7700 900654

boiler.jpgsent in the chat

Summary, with conversation analysis on

Combi boiler about ten years old, no hot water, in Leeds LS6. Asked out of hours for a call back tomorrow around 8:00.

Started on /boiler-repairs. The whole conversation stays in your console.

Other industries. Same agents, different questions.