The goal is to give the customer a clear path back to a booked job before they call the next shop.
What to do in the first two minutes
Send a text that confirms you saw the call, names the likely need when you know it, and gives the customer an easy reply. Keep it short enough to read from a driveway.
Example: "Sorry we missed you. This is Summit Heating and Air. If this is about AC repair, reply with your address and the best window today. We can check availability now."
The missed call follow-up sequence
- 0 to 2 minutes: Send a text that acknowledges the missed call and asks for the next useful detail.
- 2 to 7 minutes: Call back if the lead is urgent, high-value, or clearly service-related.
- 15 minutes: Send a second text with a direct booking path or availability window.
- End of day: Summarize unresolved missed calls for the owner or dispatcher.
What Rivvet should know before it responds
- Service area, emergency rules, and hours.
- Which jobs should be booked immediately.
- Which situations need a human before quoting or promising a time.
- The shop's tone: direct, friendly, premium, or urgent.
When to escalate
Escalate when the caller mentions safety, flooding, electrical risk, a commercial account, a warranty conflict, or anything outside the approved service rules. Automation should protect trust, not improvise around it.
How to measure the workflow
Track missed calls, replies, booked jobs, escalations, and unresolved leads. The useful number is not total texts sent. The useful number is how many missed calls turned into a booked job or a clear owner decision.