An AI receptionist for heating engineers, for when the boiler calls stack up
It’s an AI receptionist, and more: it answers breakdown calls while you’re at a boiler, takes the make and the fault code and books a callback. If a caller smells gas, it tells them to ring the gas emergency line straight away.
The calls a heating engineer gets.
Breakdowns, services, landlords and new boilers make up most of the phone, and there’s one call the assistant never books. Here’s how it takes each.
No heating on a cold evening
It’s a freezing evening and the boiler has stopped. The assistant asks the make, the fault code on the display and whether there’s any hot water. It asks whether anyone vulnerable is in the house, someone elderly or a newborn, and flags the answer for you. The job goes to the top of tomorrow’s list.
A smell of gas
A caller says they can smell gas. The assistant doesn’t book anything. It tells them to ring the gas emergency line now, and logs the call for you with the address and the time they rang.
An annual service, booked when they ring
A customer rings to book this year’s boiler service. The assistant offers the next service slot you have free, or books a callback if they want to talk dates through, and sends a text with the date. The booking is settled on the first call, not after three voicemails.
A landlord’s gas safety certificates
A landlord rings with a handful of flats whose gas safety certificates, the CP12s, expire soon. The assistant takes each property, when each certificate expires and how the tenants want to be contacted about access, so you can plan the visits in one go. If a tenant rings instead, it takes their name and the landlord’s, so you know whose name goes on the invoice.
A new boiler quote
A homeowner’s boiler is getting on and they want a new one before winter. The assistant takes the make and roughly how old the current boiler is, where it sits in the house and where the flue comes out, and books a survey visit.
Thu 22 OctEngineer diary
- 08:00
Service: combi boiler
- 10:00
Breakdown: no heating or hot water
Booked by your AI assistant
- median, from enquiry to phone call
- 17s
- of new enquiries called within a minute
- 95%
- support calls handled by AI
- 4 in 5
The other trades.
Plenty of heating engineers do plumbing as well. Find that page and the other trades below, with the trades page first.
The boiler’s logged. You start with the coldest house.
The make and the fault code
What the boiler is, what the display says and whether there’s hot water, so you bring the right parts.
No-heat calls first
Breakdowns sit above routine services, and anything the caller mentioned, like a newborn in the house, is noted on the job for you.
Services in the diary
Annual services go into free slots while the customer is on the phone, with a text to confirm the date.
Questions heating engineers ask.
What happens if a caller smells gas?
The assistant tells them to ring the gas emergency line now, and logs the call for you. It never books a gas smell as a job or tries to deal with it on the call.
Can it take boiler breakdown calls?
It asks the make, the fault code and whether there’s hot water, flags the job for your earliest slot, and can put the caller through to you if you take breakdowns out of hours.
Will it ask about vulnerable people in the house?
It asks whether anyone vulnerable is at home and flags the caller’s answer for you as a detail on the job. What to do with it is your call.
Can customers book their annual service?
When they ring to book, it offers them an open slot or a callback, and confirms by text. It doesn’t ring through your customer list touting for services; the bookings it makes come from people who called you.
Does it work for plumbing and heating firms, or gas engineers?
Whether you call yourselves heating engineers, gas engineers, plumbing and heating or HVAC, the calls follow the same pattern: breakdowns, services and quotes. Each job is passed to the engineer who does that kind of work.
Can it book CP12 gas safety checks for landlords?
It takes each property, the date each gas safety record runs out and how to reach the tenants for access, so you can plan the visits together. The record itself is still yours to issue.
Get ahead of the first cold snap.
A breakdown first, then a caller who smells gas: a demo puts both through an assistant so you can hear how differently it treats them.