Handle an urgent request after hours

Nobody waits until morning to hear back. Your agent takes the call, and your team starts the day with everything it needs.

Good for

• AC and HVAC
• Plumbing and electrical
• Appliance repair
• Facility maintenance

The situation

It is 11 pm in August and a customer’s AC has stopped. They message three companies. The one that answers first, understands the problem, and gives a clear next step wins the job. Your agent can be that company every night: it asks the right questions, collects the address, and either books the earliest visit or hands the case to whoever is on call.

How it works

CustomerReports a breakdown late at night

tkanaAsks what happened, the unit type, and the address

tkanaBooks the earliest free visit

Your teamSees the booking and the details in the morning

Urgent request, earliest visit

When the case cannot wait, or you do not take bookings for emergencies, the agent hands it to a person instead:

CustomerReports an emergency, such as a water leak

tkanaCollects the details and opens an urgent ticket

Your teamOn-call teammate gets the email and calls the customer

Urgent request, on-call team

What the conversation looks like

Customer: Good evening, my AC stopped working completely and the house is very hot.

Agent: I’m sorry to hear that. Is it a split unit or a central system, and is it showing any error code or making a noise?

Customer: Split unit in the bedroom. No noise, it just doesn’t turn on. You can hear it in my voice note.

Agent: Thank you. The earliest visit I can book is tomorrow between 8 am and 10 am. Shall I book it, and can you confirm your address and a nearby landmark?

Customer: Yes please. Villa 22, Al Narjis, behind the mosque.

Agent: Done. Your AC visit is booked for tomorrow between 8 am and 10 am. Your booking reference is PP-7RM2QX.

What you switch on

1. Let the agent answer at night. In Settings > Agent, set Working hours to Always on, or to Only outside working hours if your team covers the day. See Choose when your agent replies.
2. Tell the agent what to ask. In Additional Guidelines, list the questions for each kind of breakdown, and which cases count as emergencies. See Write your content, FAQs, and guidelines.
3. Install Book appointments with a service such as “Emergency AC visit” and your technicians as resources. See Set up your services and resources.
4. Ask for the address details in Additional Guidelines too, for example “For a visit, confirm the address, a nearby landmark, and access details such as the floor or gate code.”
5. Point urgent tickets at your on-call inbox. Enter a shared address in Support team email in Support tickets.
6. Optional: in Escalation, add Additional escalation criteria such as “Escalate any report of a water leak, burning smell, or sparks”.

What your team sees

• An urgent or high-priority ticket in the New column of the tickets board, with a subject, a description of the problem, and a link to the conversation. See How your agent opens tickets.
• An email to your support address for each new ticket, and to your staff notification address for each new booking.
• Voice notes and photos the customer sent, in the conversation. Voice notes are transcribed so the agent can answer them.

Tips and limits

Caution

Your agent does not look at photos customers send, so it cannot diagnose a fault from a picture. Your technician should check them in the conversation.

• The agent does not call or page anyone. Alerts go out by email, so make sure your on-call person gets those emails on their phone.
• It never promises an exact arrival minute, only the booked window.
• Keep safety advice in your knowledge base (for example “switch off the unit at the breaker”). The agent only shares safety instructions you wrote.