Emergency Dispatch Agent
by Katexs
Triage urgent calls and dispatch a tech in under 60 seconds.
Overview
Emergency work does not wait for business hours. When a pipe bursts at 2am or a furnace dies in January, the first company to answer wins the job. This agent picks up on the first ring, calms the caller, and determines in seconds whether the situation is a true emergency or a next-day service call.
Once triaged, it pulls your on-call rotation, texts the assigned technician the address and issue summary, and confirms an arrival window with the customer before hanging up. Every call is transcribed, tagged by severity, and logged against the customer record so your morning starts with a clean dispatch board instead of a voicemail backlog.
What it handles
- Answer inbound calls 24/7 with zero hold time
- Triage severity: gas, water, electrical, no-heat, or routine
- Capture address, access notes, and callback number
- Page the on-call technician with a job summary via SMS
- Quote arrival windows from live crew availability
- Escalate life-safety calls to a human line immediately
- Log every call with a transcript and severity tag
Channels
Integrations
Workflow
- 01
Call lands
Agent answers instantly, identifies the caller, and pulls any existing customer record.
- 02
Triage
Structured questions classify the issue and assign a severity score.
- 03
Dispatch
On-call tech is paged by SMS with address, issue, and access notes.
- 04
Confirm & log
Customer gets an arrival window by text; the transcript posts to your CRM.
What you'll need
- A phone number to forward or port
- Your on-call rotation and escalation numbers
- Service area boundaries
- CRM or dispatch software credentials