Every customer message needs an owner and a next step.

Agent collects

• What product or service are they asking about?
• Where is the job or service location?
• What timeline are they hoping for?
• How should the team call or text back?

Urgency read

• same-day if the customer is ready to book
• high if a competitor quote is already in play
• normal if they are early in research

Default route

Sales queue with callback deadline and missing-info checklist.

Receipt placement

• lead source
• requested product or service
• contact details
• next action and owner

Agent collects

• Which customer, address, or job is this about?
• What update are they waiting on?
• Is there a deadline, appointment, or crew involved?
• Who last spoke with them?

Urgency read

• urgent if a crew is blocked today
• high if customer is waiting on a promised update
• normal for status requests without same-day impact

Default route

Operations queue with job reference and promised update time.

Receipt placement

• job reference
• requested update
• last known status
• owner and callback window

Agent collects

• What product, job, or install is affected?
• What happened and when did it start?
• Is there damage, safety risk, water, access issue, or business interruption?
• Can they send photos or documentation?

Urgency read

• urgent if safety, access, water, or active damage is involved
• high if the customer is upset or work is unfinished
• normal if this is documentation for warranty review

Default route

Service queue with escalation flag if risk or anger is detected.

Receipt placement

• reported issue
• risk signal
• photos or proof requested
• service owner and next step

Agent collects

• Which invoice, order, or account is involved?
• Is this a copy request, payment question, dispute, or correction?
• What amount or date is the caller referencing?
• What email should billing use?

Urgency read

• urgent if service is blocked by payment confusion
• high if the caller disputes a charge
• normal for copies or simple status questions

Default route

Billing queue with invoice context and no payment promises.

Receipt placement

• invoice reference
• billing question
• amount/date mentioned
• billing owner

Agent collects

• What appointment or service is being requested?
• What dates or windows work for the customer?
• Is this tied to a crew, delivery, technician, or showroom visit?
• Is there a reason the current time no longer works?

Urgency read

• urgent if a crew is already assigned today
• high if the appointment is within 48 hours
• normal if the caller is asking for future availability

Default route

Scheduling queue with requested windows and approval needed before commitment.

Receipt placement

• appointment type
• requested windows
• dependency or conflict
• scheduler owner

Agent collects

• What happened from the caller's point of view?
• Who have they already spoken with?
• What resolution are they asking for?
• How urgent is the callback?

Urgency read

• urgent if caller is angry, public-review risk is high, or work is stopped
• high if there was a broken promise or repeat callback
• normal only when the caller asks for documentation

Default route

Manager queue with transcript, sentiment signal, and callback deadline.

Receipt placement

• complaint summary
• prior contacts
• requested resolution
• escalation owner and deadline