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As your job list grows and you add staff to deliver more services, your phone has to efficiently manage your incoming call volume. But it can be challenging to juggle prospective customers when you’re in the field.  In this article, we’ll share call flow best practices for home service companies. Learn how to set up your call flows to land new customers, satisfy existing ones, and help your team manage calls without increasing headcount. 

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Reduce missed calls with ring groups

Ring groups help your team share responsibility for incoming calls. It’s a business phone feature that allows incoming calls to be directed to multiple people at the same time who have access to your shared number. Even if you’re busy at a job site, your colleagues in the office can take the call and book your next job.  To set up a ring group on your Quo number:
  1. Add business hours under your specific phone number’s settings. 
  2. Open the call flow builder.
  3. Drag the Ring users step into the canvas under During hours.
  4. Select All at once from the dropdown.
  5. Set a minimum ring duration of 15 seconds if you plan to ring all your team members so the call has time to register.
  6. All users with number access are included automatically if they don’t have Do Not Disturb enabled or a specific number muted.
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Pro Tip: Turn on your call recording notifications

With call recording notifications, you can automatically let everyone on the call know that it’s being recorded. Recording your calls helps you and your team keep all the facts on hand for every job. Keeping track of what customers told you is also useful in case there’s a dispute after service is complete.  You can turn on call recording notifications in your phone number settings. Turn on notifications for both inbound and outbound calls and choose between a voice-based or audio tone notification. If you want to customize your call recording notification for inbound calls, you can use the Play audio step in the call flow builder. You can upload an audio file, record directly in Quo, or use our text-to-speech tool to create a custom audio message for callers.

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Use Do Not Disturb to automatically route calls to the next step

Concerned about constantly hearing incoming call notifications when you’re busy on a job? You can mute incoming call notifications with Do Not Disturb. Do Not Disturb, or DND, mutes your call and text notifications when you don’t want to be disturbed. Incoming calls will only ring other users on your shared number if you have DND activated. You don’t have to add and remove the Ring users call flow step every time you’re in the field; simply use DND.  To turn on Do Not Disturb:
  1. Click your profile icon in the top left corner.
  2. Select 🌙Do not disturb .
  3. Choose the duration:
    • 30 minutes
    • 1 hour
    • 8 hours
    • Tomorrow
    • Until further notice
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Capture new jobs 24/7 with Sona

Sona is our 24/7 AI assistant that answers calls when your team is busy or unavailable. It acts as a virtual receptionist for your team. It can answer questions, take messages, and even transfer calls to your team when needed.  Whether your team is busy during business hours or off for the day, Sona can greet new customers and learn what they need. That way, you can avoid missing potential customers and follow up faster. To set up Sona to gather information from potential customers, you can create a custom Sona job:
  1. **Drag and drop Sona **into your call flow and select that Sona step.
  2. Click Add job in the Sona settings window.
  3. Select Create new job.
  4. Provide details about how you’d like Sona to handle new customer intake — what keywords and phrases it should look out for and what information it should collect. For example, the customer’s name, address, type of service, appointment preferences, details about the issue, etc.
  5. Select Create job.
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Example templates to book new jobs with Sona

Job title: Plumbing service customer intakeJob description: Conduct initial screening of potential customers to gather essential plumbing service information, assess urgency and water damage risk, and arrange appropriate plumbing service appointments.Trigger: The caller is seeking plumbing services — such as mentioning they need a plumber, have water leaks, drainage problems, water heater issues, pipe problems, or are looking for assistance with any plumbing matter. Look out for “installation” and “install” requests as well. Instructions: Respond with the following script:I’d be happy to help you with your plumbing needs. Let me gather some important information to ensure we send the right plumber with the proper equipment and expertise.1. BUILDING RAPPORT & GATHERING CONTACT INFORMATIONFirst, may I have your full name, please? [After they provide name]Thank you, [Name]. Could you please provide a phone number where we can reach you? This will be our primary contact for scheduling and any urgent updates. [After phone number]Perfect. Now I’ll need your complete service address, including the street address, city, state, and zip code. This helps us route the nearest available plumber to you. [After address]Great, I have that recorded. By the way, how did you hear about [Company Name]? [If they mention a referral] That’s wonderful! We really value referrals. If you’re comfortable sharing their name, we’d love to thank them.2. UNDERSTANDING PLUMBING SERVICE NEEDSNow, could you describe what plumbing issue or project you’re dealing with today? [Listen carefully to identify the type of plumbing work needed]Let me ask some specific questions to better understand your situation:URGENT WATER DAMAGE ASSESSMENT (Ask for ALL calls)First, I need to check on any immediate water damage risks — are you experiencing:
  • Active water leaks or flooding?
  • Water spraying or gushing from pipes?
  • Sewage backup or overflow?
  • Water coming through ceilings, walls, or floors?
  • Standing water in your home?
[If YES to any urgent water issues] This sounds like an emergency situation. Would you like me to transfer you to our emergency team right away? They can provide immediate guidance on shutting off water and dispatch a plumber quickly.[If they want to continue or no immediate flooding] Let me gather more details about your specific situation:LEAKS & WATER DAMAGEFor leak-related issues:Where exactly is the leak located? (Under sink, behind toilet, water heater, walls, ceiling)How severe is the leak? (Dripping, steady stream, spraying)How long has this been leaking?Have you been able to shut off the water to that area?Do you know where your main water shut-off valve is located?Is there any visible water damage? (Stained walls, warped flooring, soggy drywall)Is this affecting multiple floors of your home?DRAINAGE & CLOGSFor drainage problems:Which drains are affected? (Kitchen sink, bathroom sink, toilet, shower/tub, floor drain)Is it completely blocked, or is it draining slowly?Are multiple drains backing up? This could indicate a main line issue.Have you noticed any gurgling sounds from other fixtures?Is there any sewage backing up into tubs or sinks?Have you tried any drain cleaners or plunging?When did this problem start?WATER HEATER ISSUESFor water heater problems:What type of water heater do you have? (Tank or tankless, gas or electric)What’s the issue? (No hot water, not enough hot water, strange noises, leaking)How old is your water heater?For leaks: Where is it leaking from? (Top, bottom, connections)Have you noticed any rust-colored water?Are you seeing any error codes? (for tankless units)Is the pilot light on? (For gas units)TOILET PROBLEMSFor toilet issues:What’s happening with the toilet? (Not flushing, constantly running, leaking, clogged)Is water leaking from the base of the toilet?Does the toilet rock or move when you sit on it?For running toilets: Is it constant or intermittent?For clogs: Have you tried plunging? Did anything unusual get flushed?Is this affecting just one toilet or multiple?FIXTURE INSTALLATION/REPAIRFor fixture work:What fixtures need attention? (Faucets, sinks, toilets, showers, tubs)Is this a repair, or is it a new installation?For repairs: What’s wrong with the current fixture?For installations: Do you already have the fixtures, or do you need help selecting them?Are you renovating the entire bathroom/kitchen?Will this require moving plumbing lines?PIPE ISSUESFor pipe problems:What symptoms are you noticing? (Low water pressure, discolored water, banging noises)Where in the home is this occurring?Do you have copper, PVC, or galvanized pipes? (If known)Have you had any recent freezing temperatures?Are you seeing any signs of corrosion or mineral deposits?Is this affecting hot water, cold water, or both?3. ADDITIONAL IMPORTANT INFORMATIONIs this a residential or commercial property?Do you own or rent the property? [If renting] Do you have landlord approval for plumbing work?Approximately how old is the property? This helps us prepare for the type of plumbing we might encounter.Do you have a basement, crawl space, or slab foundation?Are there any access issues we should know about? (Locked gates, pets, crawl space access)Have you had any recent plumbing work done? If so, what was completed?Do you have a septic system or city sewer?4. URGENCY ASSESSMENTBased on what you’ve described, how urgent is this situation for you?
  • Can you use other bathrooms/fixtures as a workaround?
  • Is this preventing normal use of your home?
  • Are you able to shut off water to prevent further damage?
[For urgent but non-emergency situations] I understand this needs prompt attention. I’ll mark this as urgent in our system.[For non-urgent work] When would be the ideal timeframe to complete this work?5. MOVING FORWARDWhat’s your general availability? Do you prefer morning (8 AM–12 PM) or afternoon (12 PM–5 PM) appointments?Are there any days that don’t work for you?Our scheduling team will contact you at [phone number] to arrange your service appointment.They’ll also be able to:
  • Provide an appointment window
  • Give you an estimate for our service call fee
  • Answer additional questions
Is there anything else about the plumbing issue or your property I should note for our plumber?6. WARM CONCLUSIONThank you for choosing [Company Name], [Name]. We understand plumbing issues can be stressful and potentially damaging, and we’re here to help resolve them quickly and professionally.I’ve documented the information about your [type of plumbing issue].[DO NOT SKIP] Just to confirm your details:
  • Service address: [confirm address]
  • Plumbing issue: [summarize the problem]
  • Urgency level: [emergency/urgent/routine]
  • Any water damage concerns: [note if applicable]
Our team will review this information to ensure we send a plumber with the right expertise and materials. They’ll be in touch soon to finalize your appointment.[If any active leaks were mentioned] Please remember to shut off water to the affected area if possible, and place buckets or towels to minimize water damage until our plumber arrives.Is there anything else I can help you with before we wrap up?We appreciate your business and look forward to solving your plumbing needs quickly and effectively. Have a great [day/evening]!
Job title: Electrical service customer intakeJob description: Conduct initial screening of potential customers to gather essential electrical service information, assess safety and urgency, and arrange appropriate electrical service appointments.Trigger: The caller is seeking electrical services — such as mentioning they need an electrician, have electrical problems or power issues, want electrical work done, need wiring help, or are looking for assistance with outlets, circuits, lighting, panels, or other electrical matters. Look out for “installation” and “install” requests as well. Instructions: Respond with the following script:I’d be happy to help you with your electrical needs. Let me gather some important information to ensure we send the right electrician with the proper equipment and expertise.1. BUILDING RAPPORT & GATHERING CONTACT INFORMATIONFirst, may I have your full name, please? [After they provide name]Thank you, [Name]. Could you please provide a phone number where we can reach you? This will be our primary contact for scheduling and any urgent updates. [After phone number]Perfect. Now I’ll need your complete service address, including the street address, city, state, and zip code. This helps us route the nearest available electrician to you. [After address]Great, I have that recorded. By the way, how did you hear about [Company Name]? [If they mention a referral] That’s wonderful! We really value referrals. If you’re comfortable sharing their name, we’d love to thank them.2. UNDERSTANDING ELECTRICAL SERVICE NEEDSNow, could you describe the electrical issue or project you’re dealing with today? [Listen carefully to identify the type of electrical work needed]Let me ask some specific questions to better understand your situation:SAFETY ASSESSMENT (Ask for ALL calls)First, I need to check on safety — are you experiencing any of the following:
  • Burning smells from outlets or electrical panels?
  • Sparks or visible arcing?
  • Outlets or switches that feel warm or hot to touch?
  • Buzzing or crackling sounds from electrical components?
  • Recent electrical shocks from appliances or switches?
[If YES to any safety concerns] This sounds like it could be an urgent safety issue. Would you like me to transfer you to our emergency team right away? They can provide immediate guidance and dispatch an electrician quickly.[If they want to continue or no immediate danger] Let me gather more details about your specific situation:POWER OUTAGES/CIRCUIT ISSUESFor power-related issues:Is the power out completely, or are specific circuits/rooms affected?When did this start? Was it sudden or gradual?Did anything specific happen before the outage? (Storm, using an appliance, construction work)Have you checked your circuit breaker panel? Are any breakers tripped? [If yes] When you reset the breaker, does it stay on or trip again immediately?Are your neighbors experiencing similar issues?What areas or appliances are affected?OUTLETS & SWITCHESFor outlet or switch problems:Which specific outlets or switches aren’t working properly?What exactly is happening? (Not working, working intermittently, making noise, loose)Are they standard outlets or special types? (GFCI, 220V, USB outlets)In which rooms are these located? Kitchen, bathroom, garage, outdoor?When did you first notice the problem?Have these outlets ever worked properly?For GFCI outlets: Have you tried pressing the reset button?LIGHTING ISSUESFor lighting problems:Which lights are affected? Single fixture, entire room, or multiple areas?What’s happening? (Flickering, dimming, not turning on, turning on/off randomly)What type of fixtures? (Recessed, chandelier, fluorescent, LED)Have you tried replacing bulbs?Are the issues consistent or intermittent?Do lights dim when appliances turn on?ELECTRICAL PANEL/SERVICE UPGRADEFor panel or service work:Are you experiencing frequent breaker trips?Is this for upgrading your electrical service? What’s prompting the upgrade?How old is your current panel? Do you know the amperage?Are you adding new appliances or equipment that need more power?Has anyone mentioned your panel might be a safety concern? (Federal Pacific, Zinsco)Do you need additional circuits for renovation or new equipment?NEW INSTALLATION/CONSTRUCTIONFor new electrical work:What type of installation do you need? (Outlets, lighting, appliances, EV charger)Is this for new construction, renovation, or adding to an existing structure?Do you have specific electrical requirements or specifications?Have permits been pulled for this work?Will walls be open, or does wiring need to be fished through finished walls?Do you have architectural or electrical plans?SPECIALTY SERVICESFor specialized electrical needs:EV Charger: What type of vehicle? Do you have a preferred charger brand? Where would you like it installed?Generator: Portable or standby? What do you need to power during outages?Smart home: What systems are you looking to install or troubleshoot?Pool/hot tub: New installation or repair? Is equipment currently not functioning?Commercial: What type of business? Any special equipment or code requirements?3. ADDITIONAL IMPORTANT INFORMATIONIs this a residential or commercial property?Do you own or rent the property? [If renting] Do you have landlord approval for electrical work?Approximately how old is the property? This helps us prepare for the type of wiring we might encounter.Are there any access issues we should know about? (Locked gates, pets, attic/crawlspace access)Has any electrical work been done recently? If so, what was done?4. URGENCY ASSESSMENTBased on what you’ve described, how urgent is this situation for you?
  • Is this preventing normal use of your home/business?
  • Do you have temporary workarounds in place?
  • Are there any safety concerns we haven’t discussed?
[For urgent but non-emergency situations] I understand this needs prompt attention. I’ll mark this as urgent in our system.[For non-urgent work] When would be the ideal timeframe to complete this work?5. MOVING FORWARDWhat’s your general availability? Do you prefer morning (8 AM–12 PM) or afternoon (12 PM–5 PM) appointments?Are there any days that don’t work for you?Our scheduling team will contact you at [phone number] to arrange your service appointment.They’ll also be able to:
  • Provide an exact appointment window
  • Give you an estimate for our service call fee
  • Answer any additional technical questions
Is there anything else about the electrical issue or your property I should note for our electrician?6. WARM CONCLUSIONThank you for choosing [Company Name], [Name]. Electrical issues can be concerning, and we’re here to ensure everything is handled safely and professionally.I’ve documented all the details about your [type of electrical issue].[DO NOT SKIP] Just to confirm your details:
  • Service address: [confirm address]
  • Electrical issue: [summarize the problem]
  • Urgency level: [emergency/urgent/routine]
  • Any safety concerns: [note if applicable]
Our team will review this information to ensure we send an electrician with the right expertise and materials. They’ll be in touch soon to finalize your appointment.[If any safety concerns were mentioned] Please remember to avoid using any outlets or equipment you mentioned having issues with until our electrician can inspect them.Is there anything else I can help you with before we wrap up?We appreciate your business and look forward to solving your electrical needs safely and efficiently. Have a great [day/evening]!
Job title: HVAC service customer intakeJob description: Conduct initial screening of potential customers to gather essential HVAC service information, assess comfort and safety concerns, and arrange appropriate heating and cooling service appointments.Trigger: The caller is seeking HVAC services — such as mentioning they need heating or cooling help, have AC problems, furnace issues, no heat/cooling, temperature problems, or are looking for HVAC maintenance or installation. Look out for “installation” and “install” requests as well. Instructions: Respond with the following script:I’d be happy to help you with your heating and cooling needs. Let me gather some important information to ensure we send the right HVAC technician with the proper equipment and expertise.1. BUILDING RAPPORT & GATHERING CONTACT INFORMATIONFirst, may I have your full name, please? [After they provide name]Thank you, [Name]. Could you please provide a phone number where we can reach you? This will be our primary contact for scheduling and any urgent updates. [After phone number]Perfect. Now I’ll need your complete service address, including the street address, city, state, and zip code. This helps us route the nearest available HVAC technician to you. [After address]Great, I have that recorded. By the way, how did you hear about [Company Name]? [If they mention a referral] That’s wonderful! We really value referrals. If you’re comfortable sharing their name, we’d love to thank them.2. UNDERSTANDING HVAC SERVICE NEEDSNow, could you describe what heating or cooling issue you’re experiencing today? [Listen carefully to identify the type of HVAC work needed]Let me ask some specific questions to better understand your situation:SAFETY ASSESSMENT (Ask for ALL calls)First, I need to check on safety — are you experiencing any of the following:
  • Gas or chemical smells near your furnace or equipment?
  • Visible smoke or soot?
  • Carbon monoxide detector alarms going off?
  • Electrical burning smells from HVAC equipment?
  • Any family members experiencing headaches, nausea, or dizziness?
[If YES to any safety concerns] This sounds like it could be a serious safety issue. Would you like me to transfer you to our emergency team? They can provide immediate safety guidance and dispatch a technician quickly.[If they want to continue or no immediate danger] Let me gather more details about your specific situation:NO HEATING ISSUESFor heating problems:Is your heat completely out, or is it just not heating properly?What type of heating system do you have? (Furnace, heat pump, boiler, electric)When did the problem start?What’s your thermostat set to, and what’s the actual temperature?Is the system running but not producing heat, or is it not turning on at all?Do you hear any unusual sounds when it tries to run? (Clicking, banging, grinding)Have you checked your thermostat batteries?For gas furnaces: Is the pilot light on?When was your last furnace maintenance?NO COOLING ISSUESFor cooling problems:Is your AC completely out, or is it just not cooling properly?What type of cooling system do you have? (Central air, heat pump, ductless mini-split)When did you first notice the problem?What’s your thermostat set to, and what’s the actual temperature?Is the system running but not cooling, or is it not turning on at all?Is ice forming on any components?Are all rooms affected equally, or are some cooler than others?Do you hear any unusual sounds? (Grinding, squealing, clicking)Is air coming from the vents? Is it warm or just not cool enough?AIRFLOW & DISTRIBUTION PROBLEMSFor airflow issues:Which rooms or areas aren’t getting proper airflow?Are vents producing weak airflow or no air at all?Have you checked that all vents are open and unobstructed?When was your air filter last changed?Do you notice any unusual odors from the vents?Has this problem been gradual or sudden?Are your energy bills unusually high?THERMOSTAT & CONTROL ISSUESFor thermostat problems:What type of thermostat do you have? (Programmable, smart, manual)What exactly is happening? (Blank screen, not responding, incorrect readings)Is it battery-powered? When were batteries last changed?Does the system respond when you adjust the thermostat?Are you comfortable with the current thermostat, or are you looking to upgrade?MAINTENANCE & TUNE-UPSFor maintenance requests:When was your last HVAC service?Are you looking for routine maintenance or addressing a specific concern?Do you have both heating and cooling systems to service?Are you interested in a maintenance agreement?Have you noticed any changes in performance or efficiency?How old is your current system?NEW INSTALLATION/REPLACEMENTFor new system needs:Are you replacing an existing system or installing a new one?What’s prompting the replacement? (Age, repairs, efficiency, comfort)What type of system are you interested in? (Standard, high-efficiency, heat pump)Do you have any specific brands or features in mind?Are you looking to add zones or smart controls?What’s your main goal? (Lower bills, better comfort, quieter operation)3. ADDITIONAL IMPORTANT INFORMATIONIs this a residential or commercial property?Do you own or rent the property? [If renting] Do you have landlord approval for HVAC work?What’s the approximate square footage of your home?How many floors need heating/cooling?Do you have any rooms that are consistently too hot or too cold?Are there any access issues we should know about? (Locked gates, pets, attic/crawl space access)Where is your HVAC equipment located? (Basement, attic, closet, crawl space, outside)4. URGENCY ASSESSMENTBased on what you’ve described, how urgent is this situation for you?
  • Are there elderly persons, young children, or health-compromised individuals in the home?
  • What’s the current temperature inside your home?
  • Do you have any temporary heating/cooling solutions available?
[For urgent but non-emergency situations] I understand this needs prompt attention. I’ll mark this as urgent in our system.[For non-urgent work] When would be the ideal timeframe to complete this work?5. MOVING FORWARDWhat’s your general availability? Do you prefer morning (8 AM–12 PM) or afternoon (12 PM–5 PM) appointments?Are there any days that don’t work for you?Our scheduling team will contact you at [phone number] to arrange your service appointment.They’ll also be able to:
  • Provide an exact appointment window
  • Give you an estimate for our diagnostic fee
  • Answer any additional technical questions
Is there anything else about the HVAC issue or your property I should note for our technician?6. WARM CONCLUSIONThank you for choosing [Company Name], [Name]. We understand how important your home comfort is, and we’re here to get your system running properly as soon as possible.I’ve documented all the information about your [type of HVAC issue].[DO NOT SKIP] Just to confirm your details:
  • Service address: [confirm address]
  • HVAC issue: [summarize the problem]
  • Urgency level: [emergency/urgent/routine]
  • Current home temperature: [if mentioned]
  • Any safety concerns: [note if applicable]
Our team will review this information to ensure we send an HVAC technician with the right expertise and parts. They’ll be in touch soon to finalize your appointment.[If heating is out in cold weather] Please use space heaters safely if needed — keep them away from flammable materials and never leave them unattended.[If cooling is out in hot weather] Remember to stay hydrated and use fans to help circulate air until we can restore your cooling.Is there anything else I can help you with before we wrap up?We appreciate your business and look forward to restoring your home comfort quickly. Have a great [day/evening]!
Job title: Landscaping service customer intakeJob description: Conduct initial screening of potential customers to gather essential landscaping service information, understand the project scope, and arrange appropriate landscaping service appointments.Trigger: The caller is seeking landscaping services — such as mentioning they need lawn care, tree service, garden design, irrigation help, yard maintenance, or any outdoor/landscaping work.Instructions: Respond with the following script:I’d be happy to help you with your landscaping needs. Let me gather some important information to ensure we send the right crew with the proper equipment and expertise.1. BUILDING RAPPORT & GATHERING CONTACT INFORMATIONFirst, may I have your full name, please? [After they provide name]Thank you, [Name]. Could you please provide a phone number where we can reach you? This will be our primary contact for scheduling and updates. [After phone number]Perfect. Now I’ll need your complete service address, including the street address, city, state, and zip code. This helps us route the appropriate crew to you. [After address]Great, I have that recorded. By the way, how did you hear about [Company Name]? [If they mention a referral] That’s wonderful! We really value referrals. If you’re comfortable sharing their name, we’d love to thank them.2. UNDERSTANDING LANDSCAPING SERVICE NEEDSNow, could you describe the type of landscaping service or project you’re looking for? [Listen carefully to identify the type of landscaping work needed]Let me ask some specific questions to better understand your needs:LAWN CARE & MAINTENANCEFor lawn care services:Are you looking for one-time service or regular maintenance?What specific services do you need? (Mowing, edging, trimming, leaf removal)What’s the approximate size of your property? (Square footage or “small/medium/large”)How often would you like service? (Weekly, bi-weekly, monthly)What’s the current condition of your lawn?Do you have any specific problem areas? (Bare spots, weeds, drainage issues)Are you interested in fertilization or weed control programs?Do you want grass clippings bagged or mulched?TREE & SHRUB SERVICESFor tree and shrub work:What type of service do you need? (Trimming, removal, planting, health assessment)How many trees or shrubs need attention?For trimming: What’s the approximate height? Are they near structures or power lines?For removal: What size trees? Any access limitations?Are there any safety concerns? (Dead branches, leaning trees, storm damage)Do you need stump grinding for trees that have been removed?For planting: Do you have specific species in mind?When was the last time they were serviced?GARDEN DESIGN & INSTALLATIONFor landscaping design/installation:Are you looking for a complete landscape design, or do you need help with specific areas?What’s your vision for your landscape? (Formal, natural, low-maintenance, native plants)Which areas need work? (Front yard, backyard, side yards, all)Are you interested in:
  • Flower beds and plantings?
  • Hardscaping (patios, walkways, retaining walls)?
  • Water features?
  • Outdoor lighting?
Do you have a style or theme in mind?What’s your maintenance preference? (Low, moderate, or don’t mind regular care)Are there any existing features we need to work around or that need to be removed?IRRIGATION SYSTEMSFor irrigation work:Do you have an existing system that needs repair, or do you want a new installation?For repairs: What issues are you experiencing? (Broken heads, leaks, coverage problems)For new systems: What areas need irrigation?Are you interested in smart controllers or rain sensors?Do you need drip irrigation for gardens?Is water conservation a priority?When do you typically start watering?SEASONAL SERVICESFor seasonal work:What seasonal services do you need?
  • Spring cleanup and mulching?
  • Fall leaf removal and cleanup?
  • Winter prep or snow removal?
  • Seasonal planting?
How extensive is the cleanup you need?Do you want leaves hauled away, or can we leave them curbside?For mulching: What type of mulch do you prefer? How many beds need to be mulched?Are your planting beds defined, or do they need edging?SPECIALTY PROJECTSFor unique landscaping needs:Sod installation: What’s the square footage? Full yard or specific areas?Drainage solutions: Where is water pooling? How long has this been an issue?Erosion control: Where is erosion occurring? How severe?Outdoor living: Are you looking for pergolas, fire pits, or outdoor kitchens?Commercial property: What type of business? Any specific requirements?3. ADDITIONAL IMPORTANT INFORMATIONIs this a residential or commercial property?Do you own or rent the property? [If renting] Do you have landlord approval for landscaping work?Are there any HOA requirements or restrictions we should know about?Do you have an irrigation system? Is it functioning?Are there any access issues? (Locked gates, narrow passages, slopes)Do you have dogs or other pets we should know about?Are there any underground utilities marked? (For digging projects)What’s your primary goal with this landscaping work? (Curb appeal, functionality, maintenance reduction)4. TIMELINE & BUDGET CONSIDERATIONSWhen would you like this work completed?Is this tied to any specific event or deadline?[For design/installation projects] Have you established a budget for this project? This helps us recommend appropriate options.Are you looking to complete everything at once, or would you prefer to phase the project?5. MOVING FORWARDWhat’s your general availability? Do you prefer morning (8 AM–12 PM) or afternoon (12 PM–5 PM) appointments?Are there any days that don’t work for you?Would you prefer to be home during the service, or are you comfortable with us working while you’re away?Our scheduling team will contact you at [phone number] to arrange your service appointment.They’ll also be able to:
  • Provide an appointment window
  • Give you an estimate for the services requested
  • Answer any additional questions about our services
Is there anything else about your property or landscaping needs I should note for our team?6. WARM CONCLUSIONThank you for choosing [Company Name], [Name]. We’re excited to help transform and maintain your outdoor space.I’ve documented the information about your landscaping needs.[DO NOT SKIP] Just to confirm your details:
  • Service address: [confirm address]
  • Landscaping service needed: [summarize the services]
  • Property size/scope: [as mentioned]
  • Timeline preference: [if specified]
Our team will review this information to ensure we send the right crew with the proper equipment. They’ll be in touch soon to finalize your appointment.[For maintenance services] We’ll set up a schedule that works for you and keeps your property looking its best.[For project work] Our designer/estimator will assess your property and provide a detailed proposal.Is there anything else I can help you with before we wrap up?We appreciate your business and look forward to creating the outdoor space you envision. Have a great [day/evening]!
Job title: Renovation service customer intakeJob description: Conduct initial screening of potential customers to gather essential renovation project information, understand scope and requirements, and arrange appropriate consultation appointments.Trigger: The caller is seeking renovation services — such as mentioning they need remodeling, home improvement, kitchen/bathroom updates, additions, or any construction/renovation work.Instructions: Respond with the following script:I’d be happy to help you with your renovation project. Let me gather some important information to ensure we send the right project specialist with the proper expertise for your needs.1. BUILDING RAPPORT & GATHERING CONTACT INFORMATIONFirst, may I have your full name, please? [After they provide name]Thank you, [Name]. Could you please provide a phone number where we can reach you? This will be our primary contact for scheduling and project updates. [After phone number]Perfect. Now I’ll need your complete property address, including the street address, city, state, and zip code. This helps us understand local building requirements and schedule appropriately. [After address]Great, I have that recorded. By the way, how did you hear about [Company Name]? [If they mention a referral] That’s wonderful! We really value referrals. If you’re comfortable sharing their name, we’d love to thank them.2. UNDERSTANDING RENOVATION PROJECT NEEDSNow, could you tell me about the renovation project you have in mind? [Listen carefully to identify the scope and type of renovation work]Let me ask some specific questions to better understand your project:KITCHEN RENOVATIONFor kitchen projects:Are you looking for a complete kitchen remodel, or do you need specific updates?What’s your main goal? (More space, updated look, better functionality, increased home value)What would you like to change?
  • Cabinets (reface, replace, or paint)?
  • Countertops (material preference)?
  • Appliances (keeping existing or all new)?
  • Flooring?
  • Backsplash and walls?
  • Lighting and electrical?
Are you planning to change the layout or keep the existing footprint?What style are you going for? (Modern, traditional, transitional, farmhouse)Do you plan to stay in the home during renovation?What’s the approximate size of your kitchen?BATHROOM RENOVATIONFor bathroom projects:Which bathroom(s) are you looking to renovate? (Master, guest, powder room)Is this a complete remodel, or are you looking for specific updates?What are your main priorities? (Better storage, updated fixtures, accessibility, luxury features)What elements need to be updated?
  • Shower/tub (Convert tub to shower? Add a separate shower?)
  • Vanity and storage?
  • Toilet?
  • Flooring?
  • Lighting and ventilation?
Any special features you’re considering? (Heated floors, rainfall shower, double vanity)Are there any moisture or mold issues to address?Do you need to accommodate any accessibility requirements?BASEMENT FINISHING/REMODELINGFor basement projects:Is this an unfinished basement, or do you want to renovate the existing finished space?What’s your vision for the space? (Family room, bedroom, office, rental unit)What’s the ceiling height in your basement?Are there any moisture or water issues?Do you need:
  • Bathroom addition?
  • Kitchen/wet bar?
  • Separate entrance?
  • Additional bedrooms?
Are there any egress window requirements for bedrooms?What’s the approximate square footage?HOME ADDITIONSFor addition projects:What type of addition are you considering? (Room addition, second story, garage, sunroom)What’s driving this project? (Growing family, home office, in-law suite)Do you have architectural plans, or do you need design services?Have you checked with your HOA or local building department about restrictions?How will this connect to your existing home?Are you prepared for the permitting and approval process timeline?WHOLE HOME RENOVATIONFor comprehensive projects:Are you renovating the entire home or focusing on specific areas?Is this a historic home that requires special considerations?Are you living in the home, or is it vacant?What systems need updating? (Electrical, plumbing, HVAC)Do you have:
  • Architectural plans?
  • Interior design preferences?
  • Specific materials in mind?
What’s your main goal? (Modernize, restore, flip, personal dream home)EXTERIOR RENOVATIONSFor exterior projects:What exterior work are you considering?
  • Siding replacement?
  • Window and door replacement?
  • Roofing?
  • Deck or patio addition?
  • Garage conversion?
Are there any structural repairs needed?Do you have HOA approval if required?What’s your timeline, considering weather constraints?3. PROJECT DETAILS & CONSIDERATIONSHave you worked with contractors before? What was your experience?Do you have:
  • A design professional or architect?
  • Plans or drawings?
  • Inspiration photos or ideas?
  • Specific materials or finishes in mind?
Have you started the permit process, or would you like help with that?Are there any structural changes involved? (Removing walls, changing rooflines)Do you have a target completion date? (Special event, seasonal considerations)4. BUDGET & DECISION PROCESSHave you established a budget for this project? This helps us provide appropriate recommendations and options.How are you planning to fund the project? (This helps with payment structure planning)Who will be involved in making decisions about the project?What’s most important to you? (Staying within budget, specific timeline, high-end finishes, quality craftsmanship)5. MOVING FORWARDWhat’s your general availability for an initial consultation? Do you prefer morning (8 AM–12 PM) or afternoon (12 PM–5 PM) appointments?Are there any days that don’t work for you?For the consultation, will all decision-makers be present?Our team will contact you at [phone number] to schedule your consultation.During the consultation, we’ll:
  • Review your project in detail
  • Take measurements and photos
  • Discuss design options and materials
  • Provide a detailed estimate
  • Explain our process and timeline
Is there anything specific you’d like our consultant to prepare for or bring to the meeting?6. WARM CONCLUSIONThank you for considering [Company Name] for your renovation project, [Name]. We’re excited about the possibility of transforming your space.I’ve documented the information about your project.[DO NOT SKIP] Just to confirm your details:
  • Property address: [confirm address]
  • Renovation project: [summarize the project scope]
  • Key priorities: [mention their main goals]
  • Timeline preference: [if mentioned]
  • Budget: [if provided]
Our team will review this information to ensure we send a specialist with the right expertise for your project. They’ll be in touch soon to schedule your consultation.[For living-in-place renovations] We understand living through renovation can be challenging, and we’ll discuss how to minimize disruption during your consultation.[For large projects] This is an exciting undertaking! Our consultant will help you navigate the entire process from design through completion.Is there anything else I can help you with before we wrap up?We appreciate the opportunity to be considered for your renovation project and look forward to bringing your vision to life. Have a great [day/evening]!

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Best practices for training Sona

Setting up Sona can take practice to get right. Here are a few tips to help you train Sona and write clear and effective instructions for jobs:

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1. Format your knowledge pages to train Sona effectively

Sona is a language-based AI agent that uses your business information to have detailed conversations with your customers. How you format your knowledge pages matters for Sona to perform effectively.  Here are a few formatting tips:
  1. Write FAQs in a Q&A format. Create a dedicated knowledge page for FAQs to make information easier for Sona to reference.
  2. Add website URLs for each page you want Sona to ingest. Sona can’t visit page links. You’ll need to paste every website URL you think it should know. 
  3. **Avoid writing conversation scripts in Sona knowledge pages. **Use scripts in jobs instead.

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Pro Tip: Sona knowledge vs jobs

Knowledge refers to general business information Sona can use to answer questions. You can share your pricing, business hours, certifications, or refund policies in Sona’s knowledge base. Sona uses this information to provide accurate, on-brand responses to your clients. Jobs refer to specific actions Sona can take based on instructions you give it. Examples of jobs include taking a message, handling client intake, transferring a client to another team member, or escalating a conversation to a team’s manager.

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2. Use jobs like mini instruction manuals

Jobs help you instruct Sona on what to do in different conversation scenarios. While knowledge pages provide Sona with general information about your business, jobs give specific instructions on how to speak to your clients.  Here are a few tips to successfully set up your jobs:
  1. Use clear, specific triggers with concrete examples. For instance, for a customer intake job, let Sona know to look out for customers asking for service quotes, installations, or appliance repairs. 
  2. **Structure instructions as sequential steps, not dense paragraphs. **Organize your instructions in a numbered list to make it easier for Sona to guide conversations effectively. 
  3. Include explicit conversation phrases and transitions. Take control over what Sona says with specific phrases to guide each section of a conversation.
    For example, here’s a transition phrase for your customer intake job to set expectations with callers: I’d be happy to help you with your home service needs. Let me gather some information to ensure we send the right technician to help you.
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3. Use call recordings to train Sona

If you don’t already have a website or knowledge base to upload to Sona, you can build one using real customer conversations with our webhooks. Here’s how:
  1. Create a Google Sheet to capture incoming call and text message data. Use this template and copy it for your own use by selecting File and Make copy.
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  1. Install the free Webhooks → Google Sheets add-on and get a custom webhook URL.
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  1. Configure the webhook in Quo. Toggle on messages received, messages delivered, transcripts completed, and summaries completed.
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  1. Let it run for 2–3 weeks to gather enough data.
  2. Export the sheet as a CSV and upload it to ChatGPT.
  3. Ask ChatGPT to generate knowledge pages based on the data in your sheet, including:
    • List of FAQs
    • List of common pain points and solutions
This gives you a living source of FAQs and support material directly from your customer conversations.
Here’s a prompt you can use once you upload your conversation data sheet to ChatGPT:You are analyzing customer conversations from a dataset that includes call transcripts and text messages.Your goal is to help identify the most common questions and problems customers are raising and to provide ready-to-use responses.⸻Instructions:1. Frequently Asked Questions (FAQs)• Identify the most common and repeated customer questions.• Write each as a clear question.• Provide a concise, customer-friendly answer for each.2. Biggest Issues/Pain Points• Identify recurring problems, blockers, or frustrations customers mention.• Summarize each issue clearly.• For each issue, provide a recommended response or solution framework a customer-facing team member can use.3. Formatting• Organize the output into two sections: FAQs and Biggest Issues.• Use a numbered list in each section.Format like this:FAQs:[Question] → [Suggested Answer]Biggest Issues:[Issue/Pain Point] → [Recommended Response or Solution Framework]Tone & Style:• Keep answers concise, clear, and professional.*• Avoid jargon or internal language. • Responses should be usable directly in customer replies or training material.*Connect customers with the right service location with phone menusIf you manage multiple locations and service areas, a phone menu can help your customers reach the right team. They offer self-service call routing paths that help your customers reach the right team member faster. For example, ‘Press one for Austin’ and ‘Press two for Houston’To set up a phone menu in Quo:
  1. In the call flow builder, drag in the **Phone menu **step from the side panel.
  2. Configure your phone menu greeting.
  3. Assign numbers 0–9 to destinations.
  4. Add voice keywords for each option.
  5. Configure up to 10 different paths.

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Best practices for setting up your phone menu

Design a phone menu that’s easy for your callers to navigate. Here’s how:**1. Keep it simple: **Stick to 3-4 menu options so that callers aren’t spending time waiting for their option. Put the popular options first. And be sure to avoid using industry-specific or technical terms for the sake of clarity. 2. Have a clear menu greeting: Create a short menu greeting no longer than 20 seconds, and let customers know who they’ve called by mentioning your company’s name. Make sure to offer a way out of the menu in the greeting. For example, “If you know your party’s extension, you may dial it at any time.”3. Route calls instead of repeating the menu: Send callers to your default ring group, even if they don’t choose a specific menu option. You can reduce your missed calls and automatically connect callers with your team. 

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Connect customers with the right service location with phone menus

If you manage multiple locations and service areas, a phone menu can help your customers reach the right team. They offer self-service call routing paths that help your customers reach the right team member faster. For example, ‘Press one for Austin’ and ‘Press two for Houston’ To set up a phone menu in Quo:
  1. In the call flow builder, drag in the **Phone menu **step from the side panel.
  2. Configure your phone menu greeting.
  3. Assign numbers 0–9 to destinations.
  4. Add voice keywords for each option.
  5. Configure up to 10 different paths.

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Best practices for setting up your phone menu

Design a phone menu that’s easy for your callers to navigate. Here’s how: **1. Keep it simple: **Stick to 3-4 menu options so that callers aren’t spending time waiting for their option. Put the popular options first. And be sure to avoid using industry-specific or technical terms for the sake of clarity.  2. Have a clear menu greeting: Create a short menu greeting no longer than 20 seconds, and let customers know who they’ve called by mentioning your company’s name. Make sure to offer a way out of the menu in the greeting. For example, “If you know your party’s extension, you may dial it at any time.” 3. Route calls instead of repeating the menu: Send callers to your default ring group, even if they don’t choose a specific menu option. You can reduce your missed calls and automatically connect callers with your team. 
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Set up backup call routing options for customers

With ring groups, phone menus, and Sona, your team can answer any incoming call that comes your way. But sometimes your customers may want a simpler option to leave a voicemail or book a follow-up appointment. You can set up backup automated call routing options in your phone number settings:
  • Voicemail: Give callers the option to leave a message through voicemail.
  • SMS auto-replies: Automatically reply to callers after hours with your team’s calendar link in case they want to book a service appointment.
  • Call forwarding: Have a backup number during or after business hours? Forward calls automatically to that number.
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Get started building call flows for your home service business

Deliver a standout customer experience on every call with the call flow builder. With phone menus, ring groups, and Sona, you can handle more incoming calls without overloading your team.  Want to learn more? Dive deeper with these articles: