# Contractor Emergency Call Routing Scorecard

Use this scorecard before sending plumber leaks, HVAC no-heat/no-cool calls, roofing storm leads, electrical hazards, locksmith lockouts, restoration calls, or urgent repeat-customer requests to voicemail, a generic booking link, AI answering, or dispatch software.

## 1. True emergency callback score

Give one point for each signal:

- Active water leak, sewer backup, no heat, no cooling, electrical hazard, roof leak, storm damage, lockout, restoration risk, or safety issue
- Repeat customer, warranty-sensitive issue, vulnerable customer, or high-value diagnostic
- Source is GBP, LSA, website phone call, text, referral, invoice, QR card, or repeat-customer route with urgent language
- Delay changes trust, property damage, safety, or revenue

**Route:** 3+ points means owner, dispatcher, or on-call tech callback now. For plumbing leaks, HVAC no-heat/no-cool, roofing storm damage, electrical hazards, restoration risk, and lockouts, document who owns the callback before any AI answering or booking link handoff.

## 2. Next-business-day booking score

Use next-business-day booking when the request is routine maintenance, tune-up, inspection, simple repeat work, known service area, and low urgency.

## 3. AI answering escalation boundary

AI answering can collect source, trade, emergency signal, photos, location, customer status, and call-back window. It should not make safety or dispatch decisions without escalation rules.

## 4. Service-page proof and quote-form route

Route to proof when the homeowner needs reviews, project photos, city coverage, FAQs, financing context, warranty details, or a contractor quote form before booking.

## 5. Scheduling and no-show controls

Use scheduling software only for qualified work. Add confirmation, deposits, arrival-window language, and reschedule rules before pushing urgent price shoppers into a calendar.

## Product-fit guardrail

Webzaz fits only when emergency-call demand exposes weak service-page proof, city pages, reviews, FAQs, project photos, or quote-form readiness. LocalKit fits only when the fix is lightweight GBP, QR, social, invoice, referral, or local-action routing. AI answering, scheduling, dispatch, and callback rules stay separately measured.

## Trade-specific examples

- **Plumbing:** active leak, sewer backup, burst pipe, water heater failure, and emergency shutoff calls usually need callback now.
- **HVAC:** no heat, no cooling, holiday furnace failures, and vulnerable-customer calls need escalation windows.
- **Roofing:** storm damage, active roof leak, tarp request, and inspection leads need callback ownership plus photo proof.
- **Electrical:** panel smell, outage, sparking, generator failure, and safety calls need human escalation boundaries before AI intake.

## Keyword and copy check

Primary phrase: contractor emergency call routing scorecard. Supporting phrases: emergency callback, AI answering escalation, service-page proof, scheduling rules, no-show controls, plumber emergency calls, HVAC no-heat calls, roofing storm calls, electrician emergency calls.