Free emergency routing tool
Emergency call triage builder for contractors.
Create practical emergency triggers, intake questions, escalation rules, and normal follow-up language for urgent service calls.
Triage settings
How to use this
Treat this as a starting point for your call process. It helps define which calls need fast owner attention and which calls can be handled through normal follow-up.
Generated flow
Emergency rules your team can follow
Urgent rule
Mark the call urgent for the business when the caller describes active damage, safety risk, blocked access, or one of the listed plumbing emergency triggers in the service area.
Emergency triggers
- Burst pipe
- Sewer backup
- Active leak
- No water
- Water near electrical fixtures
Questions to ask first
- Is water actively leaking or backing up right now?
- Can you safely shut off the water?
- Is there standing water, ceiling sagging, or water near electrical outlets?
- What is the service address and best callback number?
Escalate when
- Active water damage
- Sewer backup inside the property
- Water near electricity
- Caller cannot stop the leak
Normal follow-up examples
- Slow drain
- Fixture install
- Non-urgent estimate
- Small drip that is contained
Routing rule
If urgent, collect the caller name, phone number, service address, and immediate risk details before using this route: call owner immediately.
Non-urgent rule
If the issue is not urgent, collect the details and preferred timing, then send a clean summary for normal follow-up.
Why triage matters
Urgent calls need rules before the phone rings.
A service business does not need to treat every call as an emergency. It needs a clear way to tell the difference between active damage, safety risk, blocked access, and normal service requests.
A written triage flow helps owners, office staff, and AI receptionists collect the right details without guessing under pressure.
Yapper uses that same idea on live calls: answer, ask useful questions, flag urgent situations, and send the owner a clear summary.
Best used for
- Plumbing leaks, sewer backups, and no-water calls
- HVAC no-heat, no-cooling, and burning-smell calls
- Electrical safety issues and urgent power problems
- Roof leaks, storm damage, lockouts, and access issues
FAQ
What is emergency call triage?
Emergency call triage is the process of deciding whether a caller needs fast escalation, normal scheduling, or routine follow-up based on the situation they describe.
Which service businesses need emergency call rules?
Emergency call rules are especially useful for plumbers, HVAC companies, electricians, roofers, locksmiths, garage door companies, and pest control businesses that receive urgent calls after hours.
Should every after-hours call be treated as an emergency?
No. A good triage flow separates true safety, damage, access, or health issues from normal quote requests and routine service questions.
How does Yapper help with emergency calls?
Yapper can answer the call, collect the important details, detect urgent language, and send the business owner a summary so they can respond with context.
After-hours calls
Emergency rules are useful. Answering the call is step one.
Yapper answers business calls 24/7, captures urgent details, and sends a summary so you can respond with context.