Contractor Call Intake Questions: a free triage checklist by trade.
60 vetted intake questions across HVAC, plumbing, electrical, roofing, handyman, and garage door. Built from the same trade-specific scripts OnCrew runs for paying contractors. Free to print, share with your live answering service, or paste into a virtual-receptionist tool.
What questions should a contractor answering service ask?
A contractor answering service should run the safety branches first (gas smell, smoke, active water, broken spring, medical dependence), then capture address, callback number, and trade-specific symptoms. This page lists the full 60-question intake checklist split across HVAC, plumbing, electrical, roofing, handyman, and garage door, with safety branches flagged and an escalation rule per trade.
HVAC intake questions
HVAC intake has to separate a comfort complaint from a no-heat or no-cool call that can become a frozen-pipe burst, an elderly heat-illness, or a CO emergency. The first three questions are safety branches: medical dependence, gas smell, and current indoor temperature. Everything else qualifies the dispatch.
- 1
Is anyone in the home medically dependent on heating or cooling (elderly, infant, asthma, oxygen)?
Why it matters: Sets the urgency floor. A no-heat night with an infant or oxygen-dependent occupant becomes a same-night dispatch even at single-digit volume.
Safety branch - 2
Do you smell gas in or around the system?
Why it matters: If yes, instruct the caller to leave the home, call 911 or the local gas utility, and do not relight pilots. Capture the address before they leave.
Safety branch - 3
What is the current indoor temperature, and what is the outside temperature?
Why it matters: An indoor temperature below 50F or above 90F is an actionable emergency threshold for most regions.
- 4
Is the system completely off, blowing wrong-temperature air, or making an unusual noise?
Why it matters: Different failure modes (blower, igniter, compressor, refrigerant) drive different parts and tech-skill loadouts.
- 5
What is the make and model on the unit nameplate (indoor + outdoor)?
Why it matters: Lets the dispatcher pull part availability before the truck rolls. Capture both photo and dictated text if possible.
- 6
When did the issue start, and what changed before it started (filter, thermostat, breaker)?
Why it matters: A failure right after a filter change or thermostat reset is often a reversible install error. Saves a tech visit.
- 7
Have you reset the thermostat and checked the air filter in the last 90 days?
Why it matters: Reduces no-fault dispatches. Walk the caller through both before promising a truck if it is not an emergency.
- 8
Is the thermostat displaying anything unusual (flashing, error code, blank screen)?
Why it matters: Most modern thermostats surface error codes that map to a known fault. Worth one minute on the call.
- 9
Service address and a callback number that will reach you tonight?
Why it matters: Always capture before you commit a dispatch window. Repeat back to the caller.
- 10
Pets in the home, and any access notes (gate code, dog crate, lockbox)?
Why it matters: Tech safety and time-on-site. Avoids a callback truck because nobody could enter.
Escalate to immediate dispatch if any of: gas smell, medical-dependence with no-heat or no-cool, indoor temperature past 50F low or 90F high in a multi-occupant home, or CO alarm sounding. Otherwise schedule for next available window.
Plumbing intake questions
Plumbing emergencies move faster than HVAC. Water that is moving keeps causing damage every minute it runs. The first two questions trade urgency for shutoff guidance: get the main water valve closed before the truck rolls.
- 1
Is water actively flowing right now, or has it stopped?
Why it matters: Sets the dispatch clock. Active flow with no shutoff is the highest urgency tier on most plumbing boards.
Safety branch - 2
Have you located and shut off your main water valve?
Why it matters: Walk the caller through it. Most homes have the main inside near the front wall or in a basement utility area; some have a curb box at the property line.
Safety branch - 3
Is the water clear, gray, or sewage (brown / smells)?
Why it matters: Sewage backup needs a different truck, different PPE, and different insurance documentation than a clean-water line break.
- 4
Where is the issue (basement, kitchen sink, toilet, exterior wall, water heater)?
Why it matters: Drives parts and the size of the cleanup. Slab leak vs sink leak is a different scope conversation.
- 5
Are there any electrical outlets, panels, or appliances near the water?
Why it matters: Triggers a safety branch: cut power at the breaker if it is safe to do so, and call out the panel proximity on the dispatch ticket.
Safety branch - 6
When did the issue start, and is it getting worse?
Why it matters: A leak that has been slowly worsening for a week is a different scope than a pipe that burst 10 minutes ago.
- 7
Do you have minors, elderly, or medical equipment in the home?
Why it matters: Same urgency-floor logic as HVAC. Drives whether you wait until daylight.
- 8
What is the property type and approximate age (single-family, condo, multi-unit, pre-1970)?
Why it matters: Older homes can have galvanized supply or polybutylene that drives a re-pipe conversation rather than a spot repair.
- 9
Service address and a callback number?
Why it matters: Repeat back. Capture spelling on street names that have homophones (Maple vs Mable).
- 10
What is your homeowner's insurance carrier? Water-damage claims often need 24-hour notice and a licensed plumber's report.
Why it matters: Most carriers (State Farm, Allstate, Liberty Mutual, USAA) require the contractor's invoice + photos for the claim. Capturing the carrier now saves the homeowner a callback later.
Escalate to immediate dispatch if any of: active flowing water with no shutoff, sewage backup, gas-line involvement, or water near electrical panel or appliances. Otherwise schedule for next available window with shutoff guidance given.
Electrical intake questions
Electrical intake has a hard rule: if the caller can smell burning, see smoke, or see sparks, instruct them to shut off the breaker at the panel only if it is safe to reach, leave the home if smoke is present, and call 911 before they call back. Capture address before the caller leaves the line.
- 1
Do you smell burning, see sparks, or see smoke right now?
Why it matters: If yes, instruct the caller to leave the home and call 911. Do not promise a dispatch window first. Get the address.
Safety branch - 2
Are any outlets, switches, or panel breakers warm to the touch or discolored?
Why it matters: A warm-but-not-smoking outlet is an active fire-risk dispatch. Tell the caller to stop using the circuit and locate the breaker.
Safety branch - 3
Is the power out at the panel, the breaker, an outlet, or a single fixture?
Why it matters: Drives whether this is a utility issue (call the power company first), a tripped breaker (caller can reset), or a fault that needs an electrician.
- 4
Have you checked your panel for tripped breakers and reset any that flipped?
Why it matters: Reduces no-fault dispatches. Walk the caller through the panel labels if they are unfamiliar.
- 5
Did this happen during or right after a storm, a power surge, an appliance install, or a remodel?
Why it matters: Storm or surge means a likely utility-side issue. Appliance or remodel context narrows the fault location.
- 6
Is there any moisture near the electrical (basement flood, roof leak, plumbing leak)?
Why it matters: Water and electrical is a fire-risk and shock-risk combination. Cut power if it can be done safely from a dry location.
Safety branch - 7
Are children, elderly, or medical equipment in the home (oxygen, CPAP, dialysis)?
Why it matters: Sets the after-hours dispatch floor regardless of fault scope.
- 8
Do you have generators, solar panels, or battery storage installed?
Why it matters: Backfeed risk changes how the tech approaches a panel. Note it loudly on the dispatch ticket.
- 9
What is the approximate age of the home and the electrical panel (Federal Pacific, Zinsco, FPE, Square D, GE)?
Why it matters: Federal Pacific and Zinsco panels are a known fire-risk recall pattern. Note the brand for the tech.
- 10
Service address and a callback number that will reach you tonight?
Why it matters: Always before commitment. Repeat back.
Escalate to immediate dispatch if any of: smoke, sparks, burning smell, warm outlets, water near electrical, or medical equipment with full power loss. Otherwise schedule with utility-call guidance and breaker-reset walkthrough.
Roofing intake questions
Roofing emergency intake is about stopping water entry, not fixing the roof. Most calls during a storm event are tarp requests, not full repair. The first two questions split the call: is water actively entering, or is the homeowner panicking about future water.
- 1
Is water actively coming into the home right now, or just visible on the ceiling or attic?
Why it matters: Active entry is an emergency tarp. Stained ceiling with no current entry is a scheduled visit.
Safety branch - 2
Where is the water entering (ceiling, wall, around a fixture, exterior wall)?
Why it matters: Drives whether this is a roof issue, a flashing issue, a wall issue, or a window issue. Three different scopes.
- 3
What was the weather event (hail, wind, downed branch, ice dam, no-event slow leak)?
Why it matters: Insurance claim eligibility hangs on the event. Capture the date and time the storm hit.
- 4
Have you moved valuables and put down buckets or tarps inside?
Why it matters: Walk through it. Reduces interior damage that drives larger claim totals and longer dry-out times.
- 5
What is the roof material (asphalt shingle, metal, tile, flat membrane, wood shake)?
Why it matters: Drives tarp method, ladder spec, and whether a tile crew is needed.
- 6
What is the approximate age of the roof and the last replacement date?
Why it matters: A 2-year-old roof leaking is a workmanship conversation. A 20-year-old roof is a replacement conversation.
- 7
Do you have a tarp already in place, or do you need an emergency tarp?
Why it matters: Emergency tarp is a billable line item that typically clears the call until daylight even on a Saturday.
- 8
Service address and a callback number?
Why it matters: Always before commitment. Repeat back.
Escalate to immediate emergency-tarp dispatch if water is actively entering during an ongoing storm. Schedule next-business-day for stained ceilings with no current entry and no forecasted weather.
Handyman intake questions
Handyman intake is less about safety branches and more about scope clarity. The single biggest reason a handyman call goes badly is a scope mismatch: the homeowner asked for one task, the tech showed up with one set of materials, and the actual job was bigger.
- 1
What is the problem, in one or two sentences?
Why it matters: Make the caller summarize. If they cannot, the scope is unclear and a site visit is the only honest quote path.
- 2
Is this a single task, or are there multiple things in the same visit?
Why it matters: Bundled visits are billed differently than single-task drops. Capture all items now so you can quote a half-day or full-day rate.
- 3
Do you have all the materials, or do we bring them?
Why it matters: Trip-to-the-store fees are a top complaint driver. Ask now and confirm what brand or grade.
- 4
Is this an urgent safety issue (loose handrail, broken stair, exterior door not locking), or a routine repair?
Why it matters: Even handyman work has same-day urgency tiers when an access door does not lock at night.
- 5
Is someone home to provide access, or do you want a lockbox flow?
Why it matters: Drives scheduling. Lockbox flows can run during business hours regardless of homeowner schedule.
- 6
Property type (single-family, condo, apartment, rental)?
Why it matters: HOA and rental restrictions can block scope. Renters often need landlord approval before a paid repair.
- 7
Service address?
Why it matters: Capture before quoting. Drive-time changes the price for jobs far from the shop.
- 8
What is your preferred time window?
Why it matters: Half-day windows convert better than full-day windows. Quote both.
Escalate to same-day dispatch when an access door fails to lock or a safety feature (stair, handrail, exterior light) is broken at a home with elderly or minor occupants. Otherwise schedule into the next routine slot.
Garage Door intake questions
Garage-door intake has two emergency cases: a vehicle trapped inside or outside, and a broken torsion spring that can hurt anyone who pulls on the door. The first three questions decide the dispatch tier.
- 1
Is the door fully open, fully closed, or stuck in the middle?
Why it matters: Stuck-in-the-middle with weather or a security risk is a same-night dispatch. Closed-and-stuck is morning.
- 2
Is your vehicle trapped inside or outside the garage?
Why it matters: Trapped vehicle for a homeowner who needs to leave for work or a medical appointment is a same-night dispatch.
- 3
Did you hear a loud bang, or do you see a broken spring on top of the door?
Why it matters: Broken torsion spring is the most common after-hours garage-door call. Tell the caller not to pull the door manually.
Safety branch - 4
Is the door off-track or visibly damaged (panel buckled, cable hanging)?
Why it matters: Off-track is a same-day dispatch because the door can fall and cause property damage if used.
- 5
Does the opener motor run when you press the wall button or remote, or is there no power at all?
Why it matters: Motor runs but door does not move means broken spring, sheared key, or stripped gear. No motor means power or logic-board issue.
- 6
Are the safety eyes near the floor blocked, dirty, or misaligned?
Why it matters: Easy DIY fix. Walk the caller through wiping the lenses and aligning the two beams. Saves a dispatch.
- 7
What is the door brand and the opener brand (LiftMaster, Genie, Chamberlain, Wayne Dalton)?
Why it matters: Parts availability is brand-specific. Capture for the truck stock.
- 8
Service address and a callback number?
Why it matters: Always before commitment. Repeat back.
Escalate to same-day dispatch on a broken spring, a trapped vehicle, an off-track door, or a stuck-in-the-middle door with weather or security risk. Otherwise schedule into the next business-day window.
How to use this checklist
The checklist works the same whether you run it yourself, hand it to a live answering service, or load it into an AI receptionist. Five steps, in order:
- 1
Run the safety branches first. Before any dispatch commitment, ask the three or four flagged questions. If any are positive, get the service address and give the safety instruction before anything else.
- 2
Capture address and callback number. Always before a dispatch promise. Repeat back with spelling and area code.
- 3
Walk through the trade-specific symptoms. Use the 8 to 10 intake questions for the trade to capture symptoms, unit brand and age, and the home-occupant context (medical dependence, pets, access notes).
- 4
Apply the escalation rule. Each trade has a short rule that defines emergency, same-day, and scheduled dispatch. Set the caller's expectation before you hang up.
- 5
Send a complete handoff. Trade, urgency tier, address, callback number, symptoms, brand and age, access notes, and the safety-branch results. The handoff should let the tech roll the truck without a second call.
Frequently asked questions
What questions should a contractor answering service ask?
What questions should a contractor answering service ask?
Run the safety branches first (gas smell, smoke, active water, broken spring, medical dependence), then capture address, callback number, and the trade-specific symptoms (no-heat indoor temperature, active-flow shutoff status, sparking outlet location, active roof-leak entry point). The full 60-question checklist for HVAC, plumbing, electrical, roofing, handyman, and garage door is on this page.
What is the difference between a triage question and an intake question?
What is the difference between a triage question and an intake question?
A triage question decides the dispatch tier (emergency, same-day, scheduled, no-dispatch). An intake question captures the data the technician needs once the dispatch tier is decided (address, brand, age, access notes). The questions on this page are split into both categories, with the safety-branch questions flagged in red.
How do I use this intake checklist with my current answering service?
How do I use this intake checklist with my current answering service?
Print or save the trade-specific section, share it with your live answering service or virtual receptionist as the script source of truth, and ask them to read it back to you on a test call before going live. If you run OnCrew, the checklist is configured automatically during the 14-day trial for your trade.
Can OnCrew run this intake automatically?
Can OnCrew run this intake automatically?
Yes. OnCrew configures trade-specific intake during onboarding using the same question set on this page, plus the safety branches and the escalation rules. Plans start at $49/month for 100 calls with $0.99-per-call overage, 14-day free trial, no charge during the trial.
Is this checklist free to use?
Is this checklist free to use?
Yes, free. Print it, copy it into your own script, share it with your live answering service, or paste it into a virtual-receptionist tool. Attribution to oncrew.ai is appreciated but not required.
Which trades does the checklist cover?
Which trades does the checklist cover?
HVAC, plumbing, electrical, roofing, handyman, and garage door, with 8 to 10 questions per trade and an escalation rule that defines when to dispatch same-night versus schedule for the next business day.
Want this script running on every call tonight?
Spin up OnCrew in the 14-day free trial. We configure the safety branches and the trade-specific intake during guided onboarding so your AI agent runs this checklist on every call from day one. Card on file, no charge during the trial. Cancel anytime.
Plans from $49/mo. 100 calls included. $ย 0.99 per overage call. 14-day trial.
Fetch the dataset as JSON
Building contractor SaaS, an AI receptionist script, dispatch tooling, or a research dataset? The same 60 questions are available as a versioned JSON endpoint. Stable schema, CORS open, CC-BY-4.0 license, attribution requested. Mirror it, cite it, ship it into your own tooling, no API key required.
curl https://oncrew.ai/api/triage-questionsOpen the JSON endpoint ยท schemaVersion 1.0 ยท 6 trades ยท 56 questions ยท 11 safety-branch flags
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