HVAC call-intake checklist for receptionists and AI agents

Core caller and property details

• Caller name and confirmed callback number.
• Service address and any access notes needed for scheduling.
• New or existing customer status when the business can verify it.
• Residential or supported property type.
• Preferred contact method for the requested follow-up.

Service qualification

• The problem in the caller’s own words.
• Heating, cooling, maintenance, indoor-air-quality, or another supported category.
• Service-area eligibility.
• Equipment information only when the company actually uses it for routing.
• Any membership or warranty claim marked for verification rather than assumed.

Safety and escalation boundaries

The receptionist should use only business- and counsel-approved questions. It should not diagnose a gas leak, carbon-monoxide condition, electrical problem, or equipment failure; declare the property safe; or provide repair instructions.

Define the exact exit or transfer path for gas odor, smoke, fire, carbon-monoxide alarms, medical distress, or other danger signals identified by the company.

Scheduling and the final summary

A time is “booked” only after the production scheduling system confirms it. Otherwise, call it a requested window and explain that staff will confirm. The handoff should distinguish confirmed facts, caller statements, system results, and items requiring follow-up.