Home Services (HVAC/Plumbing): After-Hours Emergency Triage

Problem: an HVAC company gets after-hours emergency calls (burst pipe, no heat) that need an on-call technician paged immediately, alongside routine calls that can wait until morning.

What you’ll set up: an agent that triages urgency and alerts your on-call tech instantly for emergencies.

1. Build an “After-Hours Triage” workflow. Prompt instructs the agent to ask what’s wrong and how urgent it is, and to explicitly reassure the caller that a technician has been notified for emergencies.
2. Properties tab: capture callerName, phoneNumber, plus custom properties issueDescription (string) and urgencyLevel (string — “emergency, same-day, or routine, based on what the caller describes”).
3. Integration tab: add a Telegram action posting to your on-call technician’s Telegram chat, with message:

   *After-hours call*
   Caller: ${callerName}
   Phone: ${phoneNumber}
   Issue: ${issueDescription}
   Urgency: ${urgencyLevel}
4. Also add an Email action to your office inbox so every after-hours call is logged for the morning team, regardless of urgency.
5. Deploy to Phone, and forward your existing after-hours line to the new MIA number (or point it directly at your MIA number).

Result: at 2 AM, a customer with a burst pipe calls in, the agent captures the details and immediately posts an alert to your on-call technician’s phone via Telegram, while every call — urgent or not — is also emailed to the office for follow-up.

Related reading

• Properties tab
• Integration — Telegram and Email
• Deploy to Phone