Understand the service need.
Collect the issue, property type, address, equipment details, and other fields your team requires.
Home services
Every service call headed somewhere useful.
Capture the problem, check the service area, coordinate an appointment request, and route urgent calls while technicians and office staff stay focused on the work.
SERVICE REQUEST02:48
No-heat call
Address, equipment symptoms, availability, and urgency details collected.
OutcomeDispatch review requested
Call handling
Turn ringing phones into organized work.
Wirevox gives new and existing customers a consistent first response, then moves the service details into the workflow your team already uses.
Prepare the appointment.
Check the service area and use approved availability or callback workflows for the requested job.
Send it to the right queue.
Direct routine jobs, urgent requests, existing-job questions, and after-hours calls appropriately.
How it works
From first ring to dispatch-ready context.
The agent follows the service questions, coverage rules, and routing logic your business defines.
Find the reason for calling.
Separate new service, existing jobs, estimates, billing, and other requests.
Gather job details.
Ask the approved questions needed to understand the request before dispatch review.
Apply service rules.
Use coverage areas, business hours, job types, and urgency criteria your team maintains.
Move the work forward.
Request a booking, notify on-call staff, or route the summary to the right queue.
Service-aware intake
Different trades need different questions.
Configure distinct intake paths by service line, territory, business hours, customer type, or campaign.
Comfort and equipment
Capture heating or cooling symptoms, equipment type, property details, and access notes.
Location and severity
Collect where the issue is happening, visible symptoms, shutoff status, and timing.
Issue and property context
Gather the affected area, observed condition, property type, and approved safety routing details.
Department routing
Identify the requested service and send it to the correct trade, branch, or territory.
Connected workflows
Fit the systems behind dispatch.
Use supported integrations, APIs, and custom functions to connect call outcomes with calendars, field-service tools, notifications, and dispatch queues.
Customer and job fields
Collect address, service type, symptoms, and access details.
Territory and job rules
Check the approved service area and supported request types.
Dispatch notification
Route the summary to the assigned queue, branch, or on-call contact.
After-hours rules
Know what can wait—and what cannot.
The agent follows the urgency criteria and escalation process your business defines. It collects observable details without attempting a technical diagnosis.
Routine request
Prepare a booking or callback through the normal service workflow.
Priority service call
Notify the approved dispatch or on-call path with collected context.
Safety language
Follow the business’s approved safety message and emergency escalation rules.
In the call
Simple for the customer. Useful for dispatch.
A stressed caller can explain the problem naturally while the agent captures the structured details the team needs.
Call outcomeService request captured · dispatch review requested
Designed for control
Your service rules stay in charge.
Define what the agent asks, which areas and jobs you cover, and exactly where each call goes next.
Service-aware questions
Use distinct intake fields and approved language for each trade, territory, and job type.
Consistent handoffs
Apply the same coverage, urgency, and assignment logic across normal and after-hours calls.
Reviewable outcomes
Use transcripts, summaries, and call analytics to inspect results and refine intake over time.
Give every service call a useful next step.
Start with the calls your office and dispatch team handles every day.