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Ask the right questions before the job.
You decide what she needs to know before a job goes on the calendar. She asks one question at a time, mid-conversation, and never stops a booking over one.
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What are intake questions on a phone call?
Intake questions are the details you would ask a caller yourself before putting a job on the calendar. You write them once in your dashboard. She asks them out loud during the call, before she finishes a booking or a callback message, and files every answer under that call.
There are two moments worth asking at, and she keeps them separate. One set runs before she books an appointment. Another runs before she finishes a message, so a caller who only wants a callback isn't asked what a booked visit would need.
Answers come back as free text — whatever the caller said, in their words. She doesn't score them, sort them, or decide anything from them. She writes them down and hands them to you.
Which questions does she ask for which service?
A base set covers everything you do. A service that needs different details gets a set of its own, and that one is what she asks — the closest match wins, and two sets are never mixed together.
| The caller wants | The set she uses | What that sounds like |
|---|---|---|
| A service with a set of its own | That service's set | "How many bedrooms, and is there parking on the property?" |
| A service you haven't written a set for | Your base booking set | "What's the address, and is it a home or a business?" |
| A callback, not a booking | Your base message set | "What's it about, and when is a good time to reach you?" |
| To talk around a required question | The same set, one gentle re-ask | She asks once more, records "not provided", and carries on. |
Most specific wins — one set per call, never a merge of two. Questions above are illustrative.
Decide with your ears — not a sales deck.
Paste your website and talk to your own receptionist, free, in your browser.
What does it sound like on the call?
Wed · 7:38 AM — incoming call · you're already out on a job
Hi — my breaker panel keeps tripping. Can someone come look at it?
We can. Is the panel in a house, or in an apartment building?
A house. Old bungalow, nineteen sixties.
Good to know. I have Thursday at 9 or Friday at 1 — which works better?
Thursday, if that's open.
Thursday at 9, for Ray Alvarez, callback 604-555-0148. I've noted the panel keeps tripping and it's a 1960s house.
7:39 AM — booked · both answers in the recap email
Conversation is illustrative.
How do I write my own questions?
The Intake page in your dashboard holds every set. Nothing you type there reaches a caller until you save it.
Open Intake
Pick the receptionist you're changing, then the moment you're writing for: before a booking, or before a callback message.
Or start from a draft
"Suggest questions" writes a set from what she already knows about your business. It arrives as an unsaved edit you read before it counts.
Write up to five
Five questions per set, 160 characters each. One clear sentence beats a paragraph when somebody has to answer it out loud.
Mark what matters
A required question earns one gentle re-ask if the caller talks around it. The rest she asks once and lets go.
Add a set for the odd service
Up to 8 sets per receptionist. Give a service its own when it needs details the rest of your work doesn't.
Save, then listen
Save it and run a free test call in your browser, playing the caller yourself, to hear the questions land.
What happens to the answers after the call?
They land in three places, all on your side. The recap email for that call carries them under the summary, the call's own page in your dashboard keeps them beside the transcript, and a booked job shows them on your Appointments page.
If she took a message instead of booking, the answers sit on the to-do she opens the moment the message is saved — caller, number, the whole message, and what they told her. Nothing to click open, nothing to expand.
Booking the call is only half of it. The typical shop books 42% of its inbound calls (ServiceTitan platform data, 3,000+ US/CA trade shops, 2022), and shops with fewer than five technicians book 24% — and a booked job you have to phone back about still isn't ready to work.
What she never does with your questions
She never loses a lead over one. An unanswered question records as "not provided" and the booking or the message goes through anyway.
She never asks for card or payment details, whatever a question says. If a caller starts reading out a card number, she stops them.
She never turns a question into medical, legal, or safety advice. She declines and takes a message instead.
She never reads your set out as a list, and never asks the same question more than twice.
Frequently asked questions
Can I make a question required?
Yes. Mark a question required and she treats it as one she shouldn't leave empty. If the caller talks around it, she asks once more, gently, and then moves on. She never refuses to book a job or take a message over it — the answer records as "not provided" so you can see the gap.
Do different services get different questions?
Yes. Any service can carry its own set — a panel upgrade and a light fixture swap rarely need the same details. When a caller names a service that has a set, she asks that set and only that set. Sets are never merged, so the most specific one wins and the call stays short.
Does she read the questions as a list?
No. She asks one at a time, in the flow of the call, and waits for the answer before the next one. Nothing is read out as a numbered list, and she keeps her own turns to a sentence or three. It sounds like the questions you would ask a caller yourself.
Where do the answers show up?
In three places, all on your side. The recap email for that call carries them, the call's page in your dashboard keeps them with the transcript and summary, and a booked job shows them on your Appointments page. If she took a message, they sit on the to-do she opens for you.
Hear your questions in a test call.
Write them on the Intake page in your dashboard, save, then run a free test call in your browser and play the caller yourself.
No card · No setup · Keep your number · No website? Start here
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