Plumbing
A plumbing emergency and a slow drain are not the same call.
After hours, every caller says it is urgent. Your rules decide what gets a night slot, what gets the next daytime window, and what must go to a person. The receptionist applies those rules and books into ServiceTitan.
Calls plumbing shops lose
The leak is usually classification, not lead volume. The caller with an active leak hangs up if all they get is a promise that someone will call in the morning.
- Active leaks and backups that should be booked or escalated tonight.
- Clogs, water heaters, and fixture work that can take a daytime window.
- Callers outside the service area who should be told no, clearly.
- Estimates for repipes and replacements that never get a second conversation.
What the receptionist is allowed to decide
You define emergency versus can-wait, the after-hours fee you will quote, and when to transfer. The employee does not dispatch a tech on its own and does not promise an arrival your rules do not allow.