01
After-hours call comes in.
A customer calls your number outside business hours. Instead of voicemail or an overflow line, the AI intake answers right away.
● For commercial HVAC companies
After-hours calls answered, sorted, and dispatch-ready.
A 30-day pilot of AI intake for your after-hours line. It answers the call, captures urgency, system type, and site access, creates a structured ticket in your dispatch system, and gets it to your on-call tech before the truck rolls.
Book a 30 minute call
30 minutes to walk through your current after-hours process and see if a pilot makes sense.
● The problem
After-hours calls are where details get lost.
When a rooftop unit goes down at 9 PM or a boiler quits on a Saturday, the customer calls your main line. What happens next usually depends on who picks up, or whether anyone does.
Voicemails with half the story.
A name, a callback number, and "the heat's out." No address, no equipment type, no idea if it is an emergency.
Answering services that take messages, not tickets.
Someone still has to retype the notes into your dispatch system, often the next morning.
On-call techs calling back blind.
Your tech starts every callback by asking the same questions: Where is the site? What kind of unit? How do I get on the roof? Who is there to let me in?
Urgent and routine calls look the same.
A no-cooling call at a server room and a thermostat question both land as "call back."
Safety calls need a different path.
A caller reporting a gas smell needs instructions and a human right away, not a message queue.
The result is slower response on the calls that matter, wasted windshield time, and a morning cleanup job for your office.
● How it works
One workflow, from the first ring to the on-call tech.
02
AI intake answers and captures the details.
It asks the questions your dispatcher would ask, in plain language, and confirms the answers back to the caller:
- Urgency: no heat or no cooling, safety issue (gas smell, CO alarm), water leak, or routine.
- System type: RTU, split system, boiler, chiller, heat pump, plus make and model if the caller knows it.
- Site access: service address, gate or door codes, on-site contact, parking and roof access, and the hours someone is there.
03
A structured ticket is created in your dispatch system.
The answers become a ticket with consistent fields in your dispatch or field service software, or by email or text where a direct connection is not available. No retyping from voicemail.
04
The on-call tech receives the ticket.
Your on-call tech gets it by text or in the app, with urgency, equipment, and access details in hand before deciding to roll the truck.
What the ticket contains
| Field | What it holds |
|---|---|
| Urgency level | Emergency, urgent, or routine, using your definitions |
| Issue summary | The caller's description, in plain words |
| System type | RTU, split system, boiler, chiller, heat pump |
| Make and model | If the caller knows it |
| Customer and site | Business name and service address |
| Access notes | Gate or door codes, roof access, parking |
| On-site contact | Name and callback number |
| Site hours | When someone is there to let the tech in |
| Caller | Name, role, and callback number |
| Call time | Date and time of the call |
| Recording and transcript | Linked to the ticket for review |
| Dispatch status | New, sent to tech, acknowledged |
Life-safety calls escalate immediately.
If a caller reports a gas smell, a CO alarm, or another safety hazard, the intake stops routine questions. It gives emergency instructions (leave the building, call 911 or the gas utility) and escalates to a human on your on-call list right away. We set the escalation rules and contacts with you before go-live.
● The pilot
What you get in the 30 days.
Intake script built for your company.
Your questions, your urgency definitions, your service area, and how you want your company introduced on the call.
AI intake on your after-hours line.
Set up to answer calls outside the hours you choose, using your existing phone number through call forwarding.
Dispatch integration.
Tickets created directly in your dispatch or field service system, with fields mapped to how your team already works. If a direct connection is not available, tickets are delivered by email or text in the same structured format.
On-call notifications.
Tickets sent to your on-call tech by text or app, following your on-call rotation.
Life-safety escalation path.
Emergency instructions and immediate human escalation for gas, CO, and other safety calls, using the contacts you give us.
Call log and review access.
Every call recorded and transcribed, so your service manager can check what the caller said and what the ticket captured.
Weekly check-ins.
A short review each week to adjust the script, urgency rules, and ticket fields.
End-of-pilot review.
A walkthrough of the pilot data and a clear recommendation on whether to continue, change, or stop.
Pilot pricing shared on the call.
Book a 30 minute call● Your side
What we need from your team.
A point person.
Usually the service manager or dispatch lead. About two hours in week one, then a short check-in each week.
Your current after-hours process.
How calls are handled today, who is on call, and how emergencies are defined.
Your intake questions.
What your best dispatcher asks on an after-hours call, and anything specific to your customers or equipment.
Access to your dispatch system.
Admin or API access (or a contact at your software vendor) so we can create tickets and map fields.
Call forwarding for after-hours.
The ability to forward your main line to the intake during the hours you choose.
On-call schedule and escalation contacts.
Who gets which calls, and who to reach immediately for life-safety situations.
Honest feedback.
If a ticket is missing something your tech needed, we want to hear it that week.
● Timeline
The 30 days, week by week.
Week 1
Setup and testing.
Kickoff call to map your current after-hours process. We build the intake script, urgency rules, and ticket fields, connect to your dispatch system, and set up on-call notifications and life-safety escalation. We run test calls with your team (including safety scenarios) before anything goes live.
Week 2
Go live.
After-hours calls forward to the intake. Tickets flow into dispatch and out to your on-call tech. We watch every call closely and make fixes quickly. Your point person reviews a sample of calls and tickets with us at the end of the week.
Week 3
Tune.
We adjust based on what your techs and service manager tell us: questions that need rewording, fields that need adding, urgency rules that need tightening. We compare tickets against what the tech found on site.
Week 4
Measure and review.
We pull the pilot data together and walk through it with you: call volume, ticket completeness, escalations, and tech feedback. You get a clear recommendation and decide whether to continue, change the setup, or stop.
● Measurement
What you'll be able to measure.
These are the metrics we track during the pilot. We report what actually happens on your calls. We do not promise numbers in advance.
After-hours calls answered
total calls received during after-hours windows, and how many were answered by the intake.
Time to ticket
time from the call starting to the ticket appearing in your dispatch system.
Time to tech notification
time from the call to the on-call tech receiving the ticket.
Ticket completeness
share of tickets with urgency, system type, address, access details, and on-site contact all filled in.
Urgency mix
how calls break down across emergency, urgent, and routine.
Life-safety escalations
number of safety calls, and time from the call to a human being reached.
Callback questions
how often the on-call tech still had to call the customer back to get basic information.
Tech feedback
whether techs had what they needed before rolling the truck, gathered in the weekly check-ins.
Office cleanup time
time your office spends the next morning re-entering or fixing after-hours tickets.
Where possible, we capture a short baseline of your current after-hours process in week one so the comparison is fair.
Questions we hear from HVAC owners and service managers.
- Do we have to change our phone number?
- No. You keep your number and forward after-hours calls to the intake during the hours you choose. You can turn forwarding off at any time.
- What dispatch or field service software does this work with?
- We connect directly where your software allows it. If a direct connection is not possible, tickets are delivered by email or text in the same structured format. We confirm which option applies to your system on the first call.
- What happens with a gas smell, CO alarm, or other safety call?
- The intake stops routine questions, gives emergency instructions (leave the building, call 911 or the gas utility), and escalates immediately to a human on your on-call list. You define those contacts and rules before go-live, and we test them before any live calls.
- Will callers know they are talking to an AI?
- Yes. The intake introduces itself as an automated assistant for your company. Callers can ask to reach a person, and the call follows the escalation rules you set.
- What if the caller does not know their system type or make and model?
- That is common. The intake asks simple follow-up questions (for example, whether the unit is on the roof or on a pad outside) and marks the field as unknown if needed. It does not guess.
- Who decides what counts as an emergency?
- You do. We build the urgency rules from how your company already defines emergency, urgent, and routine calls, and adjust them during the pilot.
- Does this replace our dispatchers or on-call techs?
- No. It handles intake so your people get complete information. Your team still decides who goes and when.
- How much time does this take from our team?
- About two hours in week one for setup, plus a short weekly check-in with your point person.
- What happens after the 30 days?
- We review the pilot data with you and recommend whether to continue, adjust the setup, or stop. There is no obligation to continue.
- What about call recordings and customer data?
- Recordings and transcripts are used to create tickets and review intake quality. We agree on access, retention, and any caller notice requirements with you before go-live.
- How much does the pilot cost?
- Pilot pricing shared on the call.
See what your after-hours calls look like with structured intake.
In 30 minutes we will walk through how your after-hours calls are handled today, what your on-call techs need on every ticket, and whether a 30-day pilot is a good fit for your company.
Mopshy AI · AI systems and automation for commercial HVAC · mopshy.com