Different businesses. The same need to be heard.

Trades, workshops and repair services.

Explain what you repair, where you work and how to request a quote. Collect the issue, preferred contact and any details you ask for. Your team decides the price, timing and feasibility.

• “Do you work in my area?”
• “Can you repair this type of product?”
• “Could someone call me about a quote?”

Appointment-based services.

Explain opening hours, preparation requirements and service options. Collect a preferred date or time as a request, clearly leaving availability and confirmation to your team.

• “What should I bring?”
• “Which service would fit this need?”
• “Can I request an appointment?”

Shops and specialist businesses.

Help visitors understand the products and policies you document. Collect enquiries for your team when stock, a specific order or a personalised recommendation needs checking.

• “What is your return policy?”
• “Do you offer this kind of product?”
• “Can your team help with my order?”

A small team with more than one channel.

Use the same information for callers and web visitors. Review all conversations in History, and confirmed requests in the work inbox. Keep your team’s attention on the work that actually needs a person.