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Trades & home services · an example

Illustration

The questions you would ask, collected before you call back.

Plumbing, electrical, pest control, garden care and removals each quote differently. The same workflow collects the details your trade needs and hands the enquiry to you, with the customer's preferred way to be contacted.

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Illustration

Harbourline Plumbing (illustration)

Step 1 of 4

Replay and Reset keep your follow-up preference.

Customer · website chat

Illustration

  1. Assistant: Hi! Welcome to Harbourline Plumbing. What do you need help with?

  2. Customer: Our hot water system stopped working this morning

  3. Assistant: Got it — no hot water since this morning. Is it a gas or electric system, and roughly how old?

What came of it

Not asked yet

  • Not yet: Urgency noted
  • Not yet: Phone call preferred
  • Not yet: In the owner inbox

Preview only: no emails are sent and no calls are placed.

An illustration of the same workflow for a trades business. Scripted, not run by the engine; the business is invented.

The questions

What the chat asks, and what your team gets.

An illustration of the same workflow for a plumbing business. The business is invented and the scene is not run by the engine; the public demo uses a fictional cleaning business.

  1. What has failed or is needed, and how urgent it is
  2. The system or site, its age, and anything about access
  3. Whether an agent or owner has to approve the work
  4. Preferred timing
  5. Name, and email or a phone call for the follow-up
Interactive demo

Wattle & Wren Home Cleaning (fictional) · demo inbox

Enquiries

1

  • Dan

    Being reviewed

    Deep clean · House · Northcote

Owner view · demo inbox

Interactive demo

Dan

Being reviewed

Being reviewed by a person. The assistant is not answering this customer.

Follow-up

Prefers a phone call: SAMPLE-PHONE-0100

Chosen when the chat asked · sample detail

Next step

In a real setup staff would phone the customer on the number given; here, close the enquiry and record what happened.

Booking
Not requested yet.

What the customer asked for

Type of clean
Deep clean
Property type
House
Bedrooms
3
Bathrooms
2
Suburb
Northcote
Preferred timeNot confirmed
Saturday morning
Contact name
Dan
Contact phone
SAMPLE-PHONE-0100

Staff alerts and a shared inbox for several staff Pilot

Only a phone number is held, so there is no email reply to draft: staff phone the customer themselves. The product never places calls.

How it works

Then your staff take over.

How an enquiry moves through ScrollLabs Receptionist1. Website enquiry: The customer types what they need; the chat asks one question at a time and answers approved FAQs. 2. Handoff or contact choice: A request for a person pauses the questions. Otherwise the customer chooses email or a phone call, or skips. 3. Owner review: The enquiry waits in the owner inbox with its details, what needs attention and a suggested reply to approve. 4. Staff follow up: A person emails or phones the customer from their own email or phone. ScrollLabs only sends your team an alert.1Website enquiry2Handoff or contact choice3Owner review4Staff follow up
  1. 1. Website enquiry. The customer types what they need; the chat asks one question at a time and answers approved FAQs.
  2. 2. Handoff or contact choice. A request for a person pauses the questions. Otherwise the customer chooses email or a phone call, or skips.
  3. 3. Owner review. The enquiry waits in the owner inbox with its details, what needs attention and a suggested reply to approve.
  4. 4. Staff follow up. A person emails or phones the customer from their own email or phone. ScrollLabs only sends your team an alert.

  1. Step 1: Enquiry

    A customer writes in the chat on your website and answers a few short questions.

  2. Step 2: Contact or handoff

    They say how they would like to be followed up, or ask for a person, and the enquiry is marked for your team.

  3. Step 3: Owner review

    Your team opens the enquiry, sees what is unsure or missing, and edits the suggested reply.

  4. Step 4: You follow up

    Staff send the reply from their own email or phone the customer, and book the job themselves.

Boundaries

What it will not do.

  • A demonstration with sample details

    The interactive demo uses a made-up cleaning business and sends nothing to anyone. Use sample details only.

  • No emails, texts or calls from the chat

    The chat's own replies are automated and labelled. It never emails, texts or calls customers; your team does that from its own tools.

  • A text chat, not a phone line

    It does not answer or place calls. A customer who prefers a call is phoned by your staff.

  • No booking

    The chat never books a job. A preferred time stays a preference, and booking stays with your team.

Work in trades or home services?

Tell us how enquiries reach you today and what you would want handled first. Email us to discuss your enquiry. Read where each part stands.

Please leave out passwords and any customer details.

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