Capture the first-loss details your team needs
CallShift can ask different questions based on the service and type of caller, while avoiding coverage, safety, pricing, or arrival promises that require a person.
- Caller and property contact information
- Loss address and service-area check
- Type of reported damage
- When the issue was discovered
- Property access and occupancy details
- Insurance, referral, or property-manager information you approve
Separate routine work from urgent review
Not every restoration call requires an immediate crew response. Estimate requests, scheduled remediation work, invoice questions, and vendor calls can follow a routine path. Business-defined urgent reports can trigger the on-call escalation workflow.
Escalation is configured—not improvised
Your company defines the scenarios, questions, service boundaries, on-call roster, notification order, and fallback language. CallShift follows those instructions and leaves emergency direction, site safety, insurance interpretation, and deployment decisions to the appropriate professionals.
- Primary and backup contacts
- Territory and time-of-day rules
- Required information before handoff
- Transfer and notification attempts
- Caller message when no responder is reached
Example: estimate request and active-loss report
A caller seeking a mold inspection can be qualified and directed toward an approved appointment or callback. A caller reporting an active property loss can be moved through the separate urgent workflow, with essential details captured before CallShift attempts the on-call handoff.
A usable record for the response team
Conversation summaries can organize the caller, property, reported loss, timing, access, and actions already attempted. That reduces the need to restart the intake conversation when a coordinator or technician takes over.