Most electrical calls are a tripped group and a Tuesday appointment. A few are a burning smell in the meter cupboard. The whole job of the first thirty seconds is telling those apart, and never getting it wrong in the dangerous direction.
Electrical work has a category of call where getting it slightly wrong is not a scheduling annoyance. Any automated system in this trade has to be built so that the cautious path is the default and the shortcut has to be earned.
That is why the agent is deliberately conservative here: when in doubt about smell, smoke or heat, it goes to a person and does not try to resolve it.
Burning smell, smoke, heat from a socket, water near the consumer unit. Any of those and the agent stops taking details, tells the caller what to switch off, and connects a person immediately. It does not try to be clever with these.
A group that keeps tripping, one dead circuit, an outdoor socket after rain. These get properly captured and a slot on your calendar.
What tripped, what was running at the time, whether it happens repeatedly, and what the consumer unit looks like. So you arrive with a hypothesis.
Periodic inspections, EV charger installs and rewiring quotes are scheduling calls. The agent books them and captures the property details.
Inspections and faults reported by an agent or a landlord get the tenant contact captured separately, so whoever drives out can actually get in.
Leaking boiler, Kerkstraat 14 Utrecht. Main tap closed by the caller. Engineer booked today at 14:40. Caller confirmed by text.
A written reconstruction of a plumbing call. The electrical flow follows the same shape with different questions.
That is not a judgement the agent makes on the fly. It is a fixed rule: certain words in a caller's description end the conversation flow and connect a person. We test exactly this before you go live.
No. It gives safety instructions like switching off a group at the consumer unit, and nothing beyond that. Diagnosis over the phone is not something it attempts.
It captures everything you need to quote, including the distance to the consumer unit and the property type, but the number comes from you.
Yes. Commercial callers are recognised as a separate type with their own questions, since a shop with no power is a different priority to a bedroom socket.
The best way to trust the escalation is to try to break it. We build your agent and you call it with the worst call you can think of.