Answers the approved call path
If a pilot is separately approved and enabled, AI CSR can answer the defined after-hours or overflow call path when your team cannot pick up.
A reviewed pilot for the hours you miss
AI receptionist pilot for HVAC overflow calls
AI CSR is a separately reviewed virtual receptionist pilot for a defined call path. Live customer routing remains off unless the pilot is approved and enabled.
- Pilot availability reviewed
- Not self-serve
- Human callback still required
People stay in control
AI handles the approved intake. Your team still owns the customer relationship.
What actually happens
One controlled intake. One accountable handoff.
The add-on helps cover an approved gap in your phone path. It does not independently promise jobs, dispatch technicians, or replace the people who run your shop.
Captures the service request
It asks for the caller's name, number, service area, issue, urgency, and preferred callback window without pretending to dispatch the job.
Hands the lead back to people
Your team receives a practical summary, owns the callback, and still makes every booking, dispatch, and quality-control decision.
Built around the handoff
The caller gets heard. Your staff sees what matters.
The goal is not a longer AI conversation. It is a concise record that helps one accountable person understand the problem and decide what to do next.
Compare the lighter missed-call workflowFor details on the core, consent-based missed-call text-back workflow, see the missed-call text-back overview.
The intake record
- Caller name and callback number
- Address or service area
- Heating, cooling, or indoor-air issue
- Urgency or safety concern
- Preferred callback window
The readiness gate
- Confirm the approved intake questions
- Choose the after-hours or overflow window
- Review urgency and escalation rules
- Test the staff handoff before any approved live pilot
Illustrative example for pilot review
A tune-up request, ready for staff review
Fictional caller details show what a useful handoff can contain. Your team confirms coverage, urgency, callback timing, and any appointment.
- Caller
- Jordan, an example caller
- Callback number
- Caller-provided number, omitted from this example
- Service area
- Grand Rapids, Michigan; shop coverage needs confirmation
- Request
- Annual AC tune-up and appointment availability
- Urgency
- Routine maintenance request; staff confirms priority
- Preferred callback
- Tomorrow afternoon, requested by the caller
Staff next step: Confirm coverage and priority, return the call, and check availability before agreeing to an appointment.
How urgency is handled
AI captures the signal. A person makes the decision.
The approved intake can organize what the caller reports without pretending to diagnose equipment or dispatch a technician on its own.
Urgent examples
Surface possible safety or same-day needs
Dangerous no-heat or no-cooling conditions, a gas smell, electrical concern, water leak, active failure, or a same-day request can be flagged for prompt human review.
Routine examples
Keep normal planning calls organized
Tune-ups, maintenance-plan questions, estimates, replacements, and future scheduling stay visible without being presented as emergencies.
When the answer is unclear
Send the record to a person
Uncertain situations are flagged for human review. The AI captures the intake; it does not make the final dispatch decision.
Separate add-on pricing
Choose the intake depth your call path needs.
These prices are added to the current base subscription. Neither AI CSR option is included in the 14-day core-product trial.
After-hours and overflow intake
AI CSR Live pilot
+$249/mo
A focused virtual receptionist path for shops that need basic call capture and a clean human handoff.
- Defined after-hours or overflow pilot window
- Caller details, issue, urgency, and callback preference
- Urgent calls moved toward the 15-minute callback target
- Pilot approval required before customer-facing use
Advanced intake logic
AI CSR Pro pilot
+$499/mo
More guided qualification and escalation structure for shops with higher call complexity.
- Deeper intake prompts and escalation handling
- More structured summaries for complex calls
- Advanced routing guidance and setup support
- Pilot approval required before customer-facing use
Live and Pro are monthly add-on prices shown with the current base subscription.
Straight answers
HVAC virtual receptionist questions
Is this an HVAC virtual receptionist?+
AI CSR Live is a manually reviewed HVAC virtual receptionist pilot for a defined overflow or after-hours call path. Live customer routing stays off unless the pilot is separately approved and enabled. When enabled, it can collect basic job details and give your owner or team a clean follow-up summary.
What does the AI CSR Pro pilot do?+
The AI CSR Pro pilot is for shops reviewing a more advanced call-intake workflow. It adds deeper intake guidance, stronger urgency routing, more structured summaries for complex calls, and priority setup support.
What is the difference between the Live and Pro pilots?+
Live is the simpler pilot for a defined overflow or after-hours call path. Pro adds more guided qualification, stronger routing rules, and more setup help for shops with higher call complexity. Both require separate approval before customer-facing use.
Does an AI CSR pilot replace staff or an answering service?+
No. An approved pilot can support one defined phone path, but your staff still owns booking, dispatch decisions, follow-up, and quality control. The core CallBack HVAC product remains missed-call text-back and lead recovery.
How does approval and setup work?+
Pilot availability is reviewed case by case. Setup confirms the intake questions, overflow or after-hours window, urgency handling, and team handoff expectations. Live customer routing remains off unless the pilot is separately approved and enabled.
Is AI CSR included in the free trial or base plan?+
No. The 14-day trial and $149/month plan cover the core missed-call text-back product. AI CSR pilots are separately reviewed paid add-ons and are not included in the free trial.
Test before customer-facing use
Review the script, urgency rules, and staff handoff first.
We will start with your defined call path and a controlled readiness review before any AI CSR pilot is approved and enabled for live callers.