The workflow Follow every branch. Select a heading to trace its connections.
Business calls and answering rules → Capture the call and its purpose (AI answers); Business calls and answering rules → Questions, changes and office follow-up (Office handles call); Capture the call and its purpose → Find and notify the on-call team (Urgent job); Find and notify the on-call team → Technician confirms the job (Authorized confirmation); Find and notify the on-call team → Retry and escalate unanswered jobs (No confirmation); Retry and escalate unanswered jobs → Find and notify the on-call team (Next contact or retry); Retry and escalate unanswered jobs → Technician confirms the job (Confirmed); Capture the call and its purpose → Offer and hold a visit (Planned visit); Offer and hold a visit → Offer and hold a visit (Expired or unavailable hold: check again); Offer and hold a visit → Confirm and record the booking (Selected time confirmed); Capture the call and its purpose → Voice, typed or call-based quote request (Quote request); Voice, typed or call-based quote request → Prepare and review the quote; Prepare and review the quote → Customer reviews the proposal (Reviewed proposal shared); Customer reviews the proposal → Prepare and review the quote (Changes requested); Customer reviews the proposal → Quote and accounting handoff (Accepted proposal); Customer reviews the proposal → Offer and hold a visit (Schedule the agreed visit); Capture the call and its purpose → Questions, changes and office follow-up (Question, message or change); Questions, changes and office follow-up → Confirm and record the booking (Staff confirms booking change); Questions, changes and office follow-up → Prepare and review the quote (Quote follow-up); Capture the call and its purpose → Calls, jobs, customers and schedule (Saved call and customer); Technician confirms the job → Calls, jobs, customers and schedule; Confirm and record the booking → Calls, jobs, customers and schedule; Quote and accounting handoff → Calls, jobs, customers and schedule; Calls, jobs, customers and schedule → Questions, changes and office follow-up (Attention needed); Calls, jobs, customers and schedule → Calls, jobs, customers and schedule (Job updates); Technician confirms the job → Technician updates from the job link (Technician works the job); Confirm and record the booking → Technician updates from the job link (Scheduled visit); Technician updates from the job link → Questions, changes and office follow-up (Needs follow-up or no access); Technician updates from the job link → Voice, typed or call-based quote request (Quote provided or needed); Technician updates from the job link → Calls, jobs, customers and schedule (Recorded outcome); Capture the call and its purpose → Review calls and customer history (Call record available); Review calls and customer history → Questions, changes and office follow-up (Office action needed); Customer reviews the proposal → Invoices and balance follow-up (Accepted quote creates invoice); Invoices and balance follow-up → Calls, jobs, customers and schedule (Invoice and balance visible); Invoices and balance follow-up → Questions, changes and office follow-up (Staff shares prepared link); Calls, jobs, customers and schedule → Existing business-system handoff (Office handoff); Existing business-system handoff → Calls, jobs, customers and schedule (Recorded business follow-up).
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Business calls and answering rules Customer and business
Customers call the business or its forwarded line. Use the configured office-hours and answering mode. Route to staff or the AI service as configured. The business chooses how office and after-hours calls reach the service.
AI answers Capture the call and its purpose Office handles call Questions, changes and office follow-up 02
Capture the call and its purpose AI receptionist or dispatcher
Collect the caller, contact details, issue and address. Identify an urgent job, planned visit, quote request, question or change request. Save the call and customer details for the office. The call becomes a recorded request with a clear next route.
Urgent job Find and notify the on-call team Planned visit Offer and hold a visit Quote request Voice, typed or call-based quote request Question, message or change Questions, changes and office follow-up Saved call and customer Calls, jobs, customers and schedule Call record available Review calls and customer history 03
Find and notify the on-call team Dispatcher
Check the business’s on-call roster and service rules. Select the current technician. Send the job reference, address and problem details. Wait for an authorized acknowledgment. Urgent work moves into a confirmed handoff rather than an unanswered message.
Authorized confirmation Technician confirms the job No confirmation Retry and escalate unanswered jobs
Offer and hold a visit Receptionist, customer and booking system
Use the requested service, duration and current occupancy. Offer suitable appointment times. Place a temporary hold on the selected time. Recheck times if the hold expires or another booking takes the slot. Let the office manage booking capacity and the scheduled visit through the booking hub. Planned visits use the booking calendar instead of the emergency on-call route.
Expired or unavailable hold: check again Offer and hold a visit Selected time confirmed Confirm and record the booking
Voice, typed or call-based quote request Technician, customer and receptionist
Dictate or type the work in plain trade language. Capture a quote request during a supported receptionist call. Carry the captured work details into a draft proposal. Technician input and supported receptionist quote requests can feed the same quoting service.
Prepare and review the quote
Questions, changes and office follow-up Office
Receive ordinary messages, questions and cancellation or change requests. Review the requested appointment change. Have staff confirm the change instead of treating the request as a cancellation. Follow up on quote requests and unresolved call outcomes. Requests needing office judgment stay in a follow-up queue.
Staff confirms booking change Confirm and record the booking Quote follow-up Prepare and review the quote
Review calls and customer history Office
Listen to an available call recording and read its transcript. Review call details, job references and dispatch outcomes. Open the customer’s related jobs and follow-up history. Call evidence helps the office understand what was captured and what still needs work.
Office action needed Questions, changes and office follow-up 04
Retry and escalate unanswered jobs Dispatcher and escalation contacts
Wait according to the configured dispatch timing. Retry or move to the next configured contact. Continue the configured escalation process until someone confirms. An unanswered job stays visible and active in the escalation process.
Next contact or retry Find and notify the on-call team Confirmed Technician confirms the job
Confirm and record the booking Customer and booking system
Confirm the selected appointment. Save the booking and reserve its occupancy. Show the visit in the office schedule. Send configured, permitted booking reminders. The confirmed booking is shared with the office and its schedule.
Calls, jobs, customers and schedule Scheduled visit Technician updates from the job link
Prepare and review the quote Quote engine and office
Use catalog items, saved prices and the business’s tax settings. Save a priced proposal for review. Let the office edit it before sharing. The office reviews a concrete saved quote rather than an unverified spoken price.
Reviewed proposal shared Customer reviews the proposal 05
Technician confirms the job Technician or authorized contact
Confirm the correct job using its reference or supported reply. Stop that job’s escalation. Record the confirmed handoff in the dashboard. A real person’s confirmation settles the dispatch chase.
Calls, jobs, customers and schedule Technician works the job Technician updates from the job link
Customer reviews the proposal Customer and office
Share the customer’s review link. Record acceptance or requested changes. Revise the quote when needed. Keep the accepted proposal with the job and customer. The customer can see and accept the proposal before the work proceeds on that basis.
Changes requested Prepare and review the quote Accepted proposal Quote and accounting handoff Schedule the agreed visit Offer and hold a visit Accepted quote creates invoice Invoices and balance follow-up 06
Technician updates from the job link Technician
Open the job information sent by the office. Send the supported on-my-way update. Record done, needs follow-up, quoted, no access or another outcome. Add a work note and return the outcome to the office. The technician can communicate progress and the actual result instead of stopping at dispatch acknowledgment.
Needs follow-up or no access Questions, changes and office follow-up Quote provided or needed Voice, typed or call-based quote request Recorded outcome Calls, jobs, customers and schedule
Quote and accounting handoff Owner and office
Retain the accepted quote and its job context. Use the supported owner action to send a saved quote as an accounting estimate. Track the proposal with the office’s other job records. Supported accounting export remains an owner-controlled step.
Calls, jobs, customers and schedule
Invoices and balance follow-up Office
See the invoice created from an accepted quote. Review invoice status, total, deposit and outstanding balance. Prepare an available balance-payment link. Copy the payment-link message for staff to share with the customer. The office sees actual customer invoices and prepares follow-up from their recorded balance.
Invoice and balance visible Calls, jobs, customers and schedule Staff shares prepared link Questions, changes and office follow-up 07
Calls, jobs, customers and schedule Office and technicians
See captured calls, customer records and job details. Monitor confirmed dispatch and outstanding follow-up. Manage schedules and quotes. Update and review job progress. Open customer records and their related call and job history. The dashboard joins the receptionist, dispatcher, booking and quote workflows.
Attention needed Questions, changes and office follow-up Job updates Calls, jobs, customers and schedule Office handoff Existing business-system handoff 08
Existing business-system handoff Office and accountant
Use the captured caller, address, issue and job reference in the existing field-service system. Enter the overnight job into Jobber when that is the business’s workflow. Open the separately connected books workspace for accounting work. MSO can support the existing office workflow; the Jobber handoff is manual and the books workspace is a separate product.
Recorded business follow-up Calls, jobs, customers and schedule
