Dispatcher Form (triage + scheduling)
Use for every inbound call and every outbound scheduling attempt. Attach to the customer record.
| Date/Time | — |
| Dispatcher Name | — |
| Customer Name + Phone | — |
| Service Address | — |
| System ID (if known) | — |
| Call type | [ ] No heat [ ] No cool [x] Maintenance [ ] Noise [ ] Water leak [ ] IAQ [ ] Estimate [ ] Other |
| Priority | — |
| Symptoms / Complaint | — |
| Weather / Occupancy Risk | — |
| Immediate Safety Checks | — |
| Booked Slot | — |
| Outcome | [x] Booked [ ] Needs call-back [ ] Escalated to Support [ ] Cancelled [ ] Other |
Before You Call - What to Have Ready
- ✓ Model and serial numbers (outdoor + indoor unit)
- ✓ Thermostat setpoint and what it’s doing
- ✓ Symptoms (no heat/cool, noise, leak, etc.)
- ✓ Filter changed recently? (size/type)
Symptom Checklist (check all that apply)
No heat / No cool / Noisy / Water leak / IAQ / High bill / Hot or cold rooms / Short cycling / Poor airflow / Other
Urgency & Safety
Call immediately if: No heat in cold weather (vulnerable occupants), gas odor, electrical smell, water flooding.
Standard scheduling: Maintenance, non-urgent repair, estimates.
This Customer - Quick Reference
| Outdoor model/serial | XC21-036 / ABC123456 |
| Indoor model/serial | AMVC962005 / IND789012 |
| Address | 123 Oak Lane, Portland, OR 97201 |
| Phone | (503) 555-0123 |
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