List your trades, jobs and service area
Write down every trade you run, the jobs you accept and decline, and the towns or ZIP codes you cover. Decide what Ava says to an out-of-area caller without promising work you cannot do.
Agree what counts as urgent
Have your team approve the words that trigger the urgent path for each trade, such as no heat in winter or water coming through a ceiling. Ava captures and routes the request; it does not diagnose or promise an arrival time.
Name a primary and a backup for each path
Use approved destinations, sensible ring times and a clear no-answer action. Test the backup when the primary phone is busy, switched off and sent to voicemail.
Keep booking separate from dispatch
Routine visits need a tested calendar and agreed job durations. A booking request is not a confirmed visit. Make the status clear to the caller and in the team summary.
Review the first weeks of calls
Check that each urgent request reached the right person and that routine requests were followed up. Update the rota when staff change and retest after every routing change.
Check before you launch
- List your trades, jobs and service area
- Agree what counts as urgent
- Name a primary and a backup for each path
- Keep booking separate from dispatch
- Review the first weeks of calls
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