For the owner who takes the night calls
A spreading leak follows the emergency rule you gave Penny.
An active leak needs a different response from a dripping faucet. Start with your trade’s rules, edit the trigger in your callers’ words, and choose the safety instruction and business action Penny follows.
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01
Give each urgent situation a named action
A rule has three parts: the words or situation that trigger it, the instruction the caller hears, and the action Penny takes. Your shop decides which service calls warrant an interruption. Safety instructions come from the trade’s protocol.
Keep the trigger observable. ‘Water is spreading across the kitchen’ gives Penny something to act on. ‘A bad plumbing problem’ leaves the decision open to interpretation.
- When: what the caller reports.
- The caller hears: the immediate instruction, in plain language.
- Penny does: emails you an urgent alert and, if you turn on transfer for the rule, connects the caller to whoever is on call (or offers to, when the caller says it is already taken care of).
02
Start from the situations your trade already recognizes
Open your trade below to see its starting rules: what counts, what the caller hears first, and what Penny does next. Review them with the person responsible for safety in your business, then add your service area and contact numbers.
HVAC
The caller smells gas, like rotten eggs or sulfur, near the furnace, boiler, water heater or a gas line right now, or hears gas hissing.
The caller hears
Leave the building now, without using light switches or a phone inside. Once you're outside, call 911 or the gas company's emergency line.
Penny does
Emails you the address and callback number and logs the call as a gas emergency. Turn on transfer for this rule and she connects whoever is on call after the safety step. No one is sent until the utility clears the house.
A carbon monoxide alarm is sounding right now, or someone in the home feels dizzy, sick or has a headache while a CO alarm is going off.
The caller hears
Get everyone outside into fresh air right now, and call 911 from outside.
Penny does
Emails you the address once the caller is out, and connects whoever is on call if you turn on transfer for this rule. The record notes the CO alarm and any symptoms the caller reports; the technician determines the source after responders clear the building.
Smoke, flames or sparks are coming from the furnace, air handler or outdoor unit right now, or there is a burning smell with visible smoke.
The caller hears
Get everyone out of the house and call 911 from outside.
Penny does
Emails you the address and marks the call as fire-department-first; turn on transfer for this rule and she connects whoever is on call once the caller is out.
The heat is out completely while it is freezing or close to freezing outside, or the cooling is out during extreme heat.
The caller hears
I'm marking this urgent for our team. What's the address, and what's the best number to reach you?
Penny does
Takes the address and callback number and emails you an urgent alert. She offers an appointment only from available slots, under your shop’s own priority rule.
Water is pooling or spreading around the furnace, air handler or AC unit right now.
The caller hears
Stay out of the water and don't touch the unit. I'm marking this urgent for our team.
Penny does
Uses your shop’s priority and on-call rules, recording where the water is and how long it has been there. She confirms an appointment only from available slots.
Property management
A tenant smells gas in a unit, a hallway or the mechanical room right now.
The caller hears
Leave the unit now without touching light switches, and once you're outside, call 911 and the gas company.
Penny does
Emails you the property and unit, logs a gas emergency, and connects whoever is on call if you turn on transfer for this rule. No one is sent in until the utility clears the building.
There is fire or smoke anywhere in the building, or sparks or a burning smell from an outlet, a wall or the breaker panel.
The caller hears
Get out of the building and call 911 from outside. Don't go back in for anything.
Penny does
Emails you the property and unit, then connects whoever is on call if you turn on transfer for this rule. 911 is the first call and the manager is the second. Staff and vendors stay out until the fire department releases the building.
A carbon monoxide alarm is sounding in a unit right now.
The caller hears
Everyone out to fresh air right now, then call 911 from outside.
Penny does
Emails you the property and unit, notes the alarm was sounding, not chirping, and connects whoever is on call if you turn on transfer for this rule.
Water is spreading across a floor, a pipe has burst, water is coming through a ceiling, or sewage is backing up.
The caller hears
Stay out of water near anything electrical. I'm marking this urgent for maintenance. Which unit is it, and which room?
Penny does
Records the unit and any unit above or below, emails you, and connects whoever is on call if transfer is on for this rule.
There is no heat while it is at or near freezing outside, or no cooling during a declared heat emergency.
The caller hears
That goes in as urgent for maintenance. You don't need to share anyone's medical details with me.
Penny does
Records the temperature emergency, emails you, and connects whoever is on call if transfer is on for this rule. She does not solicit diagnoses, ages, or family relationships for a vendor ticket.
Plumbing
The caller smells gas, like rotten eggs or sulfur, near a gas water heater or a gas line right now, or hears gas hissing.
The caller hears
Get everyone out of the building now, without touching light switches or appliances. From outside, call 911 or the gas company's emergency line.
Penny does
Captures the address and callback number, emails you, and connects whoever is on call if you turn on transfer for this rule. She never tells a caller to find a gas valve, relight a pilot, or look for the source. No plumber is sent until the utility has cleared the house.
A carbon monoxide alarm is sounding right now, or the caller reports that someone may be breathing in carbon monoxide.
The caller hears
Get everyone outside into fresh air now and call 911 from outside. Don't go back in until responders say it's clear.
Penny does
Captures the address and callback after the safety step and emails you; with transfer on for this rule she connects whoever is on call. She records symptoms without guessing the source; responders clear the building before a plumber is sent.
Standing or spreading water has reached an outlet, a light fixture, the electrical panel or a plugged-in appliance.
The caller hears
Don't touch the water or anything electrical, and stay out of that room. If anyone is hurt or in danger, call 911.
Penny does
Notes the electrical hazard on the ticket so the plumber knows before walking in, emails you the address, and connects on-call if you turn on transfer for this rule.
Water is spreading right now from a burst pipe, a failed supply line or a leaking water heater, with nothing electrical in it.
The caller hears
If you can reach your main water shutoff safely, turn it off. I'm marking this urgent for our plumber.
Penny does
Puts the address and shutoff status on the ticket, emails you, and connects your on-call plumber if you turn on transfer for this rule.
Sewage is coming up through a floor drain, a tub, a shower or a toilet right now.
The caller hears
Stop running water and flushing anywhere in the house, and keep people and pets away from it. I'm marking this urgent for our plumber.
Penny does
Marks the ticket as contaminated water, emails you, connects on-call if transfer is on for this rule, and does not coach cleanup.
Real estate
A caller says the wiring instructions for their closing have changed, or that they already wired money and something feels wrong.
The caller hears
Don't send anything else. Call your title or escrow company at a number you had before today, not one from a new email. I'm marking this urgent for your agent.
Penny does
Emails you the caller’s name and the property, connects whoever is on call if you turn on transfer for this rule, and never reads back, confirms, or takes down an account number.
A notice to perform, a highest-and-best deadline, or a contingency expires today or tomorrow.
The caller hears
That deadline needs your agent quickly. I'm marking this urgent for them. What's the property address?
Penny does
Emails you the address and deadline, and connects whoever is on call if you turn on transfer for this rule.
On closing day, funds haven't arrived, keys are missing, or the final walkthrough turned something up.
The caller hears
I'm marking this urgent for the person on your file. What's the property address, and the best number for you today?
Penny does
Logs the call as closing-day, emails you, and connects your on-call contact if transfer is on for this rule.
A tenant in a home the office manages smells gas, or sees smoke or fire, right now.
The caller hears
Leave now without touching any switches, and call 911 from outside. Don't go back in for anything.
Penny does
Emails you the unit and the callback number once the caller is out, and connects whoever is on call if transfer is on for this rule. No one talks the tenant through a fix.
A burst pipe, water through a ceiling, or a sewage backup in a home the office manages.
The caller hears
Stay out of water near anything electrical. I'm marking this urgent for the property manager. What's the address?
Penny does
Records the unit and hazard, emails you, and connects whoever is on call if transfer is on for this rule. Penny does not coach a repair.
Insurance
An auto accident with anyone hurt, or the caller is still on the shoulder of the road.
The caller hears
Call 911 first, and get behind a barrier and away from traffic if you can. I can take the claim details once you're safe.
Penny does
Emails you the caller’s name, number, and location, and holds the notice open so the callback picks up where the call stopped.
A fire or smoke in the home is still going on.
The caller hears
Get everyone out of the house and call 911 from outside. The claim can wait until you're safe.
Penny does
Emails you the address and flags the notice as a fire loss for the on-call agent.
The caller smells gas, or a tree has hit the gas meter or pulled a gas line from the house.
The caller hears
Leave now and move away from the building and the meter, then call 911 or the gas company from outside. The claim can wait until you're safe.
Penny does
Emails you the address, flags the notice as a gas hazard, and takes the rest of the loss on the callback.
Water is coming into the home near outlets, light fixtures or the electrical panel.
The caller hears
Don't touch the water or anything electrical near it, and stay out of that room. If anyone is in danger, call 911.
Penny does
Takes the loss notice, emails you an urgent alert, and notes the hazard on the notice.
A loss is still happening with no one hurt: a burst pipe, a tree on the house, or an opening in the roof after a storm.
The caller hears
Stay out of the rooms under any damage, and keep the receipts for anything you spend to stop it. I'm marking this urgent for your agent.
Penny does
Connects the on-call agent if you turn on transfer for this rule and have a shift tonight; otherwise takes the notice and emails it to you for a first-thing callback.
Electrical
A burning smell, smoke or sparks are coming from the panel, an outlet, a switch or inside a wall right now.
The caller hears
Get everyone out of the house now and call 911 from outside. Leave the panel alone on the way out.
Penny does
Emails you the address and callback number and logs the call as fire-department-first; with transfer on for this rule she connects whoever is on call once the caller is out. She never asks the caller to open or touch the panel.
Someone has just had an electric shock, including a tingle from an appliance, a faucet or an outlet.
The caller hears
If anyone is hurt or still in contact with the power, call 911 now, and don't touch them. Don't use that outlet or appliance again.
Penny does
Notes what the caller touched and emails you; turn on transfer for this rule and she connects whoever is on call after the emergency-services instruction. The ticket records that the caller was told not to use that outlet or appliance until the electrician has checked it.
A power line is down in the yard, on the roof or in the street, or a tree or a car is touching a line.
The caller hears
Stay at least 35 feet away from the line and anything touching it, and call 911.
Penny does
Emails you the location and logs it as a utility call. No electrician is booked until the utility has cleared the line.
Water is in contact with outlets, the electrical panel or the service entrance, like a flooded basement or a leak above the panel.
The caller hears
Stay out of the water and don't touch anything electrical. If anyone is in the water or hurt, call 911.
Penny does
Emails you the hazard and connects whoever is on call if you turn on transfer for this rule. She does not ask the caller to reach the main breaker.
Half the house has no power, a breaker trips again as soon as it is reset, the panel buzzes, or an outlet is warm to the touch, with no smoke or burning smell.
The caller hears
Leave that breaker off for now. I'm marking this urgent for our electrician.
Penny does
Emails you an urgent alert, offers the first open same-day slot, and writes the symptom on the ticket in the caller’s words, with the panel brand if they know it.
Roofing
Water is coming through a ceiling near a light fixture, a ceiling fan, an outlet or the breaker panel.
The caller hears
Stay out of the water and keep away from the light, the outlets and the panel. If anyone is in danger, call 911.
Penny does
Emails you the address and callback number, flags water near electrical so the crew knows before they walk in, and connects whoever is on call if you turn on transfer for this rule.
A ceiling is sagging, bulging or cracking where water is collecting, or part of a ceiling has come down.
The caller hears
Keep everyone out of that room, and don't push on the bulge. If anyone is hurt, call 911.
Penny does
Emails you the address, notes the bulge and which room it is in, and connects whoever is on call if you turn on transfer for this rule.
A tree has come through the roof, a section of roof has blown off, or the decking is open to the sky after a storm.
The caller hears
If anyone is hurt, call 911. Stay out of the rooms under the damage, and don't go up on the roof.
Penny does
Emails you the address, marks the ticket as structural so the crew brings the dry-in materials, and connects whoever is on call if you turn on transfer for this rule.
Water is dripping inside right now while the weather is still going, with nothing electrical nearby.
The caller hears
Put a bucket or towels under it, and stay off the roof. I'm marking this urgent for our crew.
Penny does
Emails you the address, captures the storm date, the carrier and whether a claim is open, and connects whoever is on call if you turn on transfer for this rule.
Contractors
Equipment is touching a power line, or a downed or exposed wire is reported on a job site.
The caller hears
Keep everyone away from the wire and anything touching it, and call 911 from a safe place.
Penny does
Emails you the job location and connects your on-call contact if you turn on transfer for this rule. She does not coach anyone to move equipment or wires.
Someone smells gas or hears hissing near a line or meter on a job or in a client's home, or a buried gas line has been hit.
The caller hears
Get everyone out and away from the area without touching any switches, and call 911 and the gas company from a safe place.
Penny does
Emails you the address and callback number and logs a gas emergency; with transfer on for this rule she connects your on-call contact. She never coaches anyone to shut a valve.
A wall, ceiling, deck or floor is sagging, bowing or cracking right now, or part of a structure or a trench has collapsed.
The caller hears
Keep everyone out of that area and away from the structure, and call 911 from a safe place.
Penny does
Emails you the address and callback number, logs a structural emergency, and connects your on-call contact if transfer is on for this rule. She never says whether a structure is safe.
Someone has been hurt on a job site right now.
The caller hears
Call 911 now and follow their instructions.
Penny does
Logs the address, the trade on site and what happened, emails you, and connects you if you turn on transfer for this rule.
A failed inspection, a stop-work order, a missing subcontractor or a late delivery is stopping work on a job site today.
The caller hears
I'm marking this urgent for the owner. What's the job address, which trade is it, and what's holding up the work?
Penny does
Flags the call urgent, emails you the trade, the address, and what is blocked, and does not let the message sit until morning.
Funeral home
The caller isn't sure the person has died, or describes someone unresponsive who hasn't been seen by a nurse or a doctor.
The caller hears
Please hang up and call 911 now. Call us back whenever you're ready.
Penny does
Stops the intake, logs the call as a 911 referral, and emails you the caller’s name and number so your director knows to expect them.
A death at home with no hospice involved and no doctor expected to sign.
The caller hears
Please call 911 first. The authorities need to release your loved one before we can bring them into our care. Call us back at any hour once they have.
Penny does
Takes the caller’s name, the address, and a callback number, emails them to you, and marks the message as awaiting release.
A death under hospice care, at home or in a facility.
The caller hears
I'm so sorry for your loss. I'm marking this urgent for our director. Where is your loved one now, and is someone with you?
Penny does
Captures the required fields, emails you an urgent message, and connects the on-call director if you turn on transfer for this rule. If nobody answers, the message carries everything the director needs.
A death in a hospital or a nursing facility.
The caller hears
I'm so sorry for your loss. I'm marking this urgent for our director. Which facility is it, and which floor or unit?
Penny does
Adds the facility and the unit to the message, emails you, and connects the on-call director if transfer is on for this rule.
A caller says they may hurt themselves, or that they don't want to go on.
The caller hears
Please call or text 988 right now; someone is there at any hour. If you're in danger right now, call 911.
Penny does
Sets the intake aside, emails you the caller’s name and number marked urgent, and logs the call for the morning.
Financial services
A client reports a transaction they didn't make, a login they don't recognize, or someone pressuring them to move money quickly.
The caller hears
Please don't move any money or share a code or password with anyone who calls you. Call your custodian at the number on your statement now. I'm marking this urgent for your advisor.
Penny does
Emails you the caller’s name and number marked possible fraud, connects whoever is on call if you turn on transfer for this rule, and never asks for an account number. Card and account numbers she recognizes are removed from the emails and webhooks she sends.
A caller asks to sell a holding, wire or withdraw money, or change a beneficiary.
The caller hears
I can't take that instruction over the phone; you'll need to confirm it with your advisor directly. I'm marking this urgent for them.
Penny does
Flags the message urgent and emails you that a request was made. Nothing is treated as an instruction; the transcript keeps the caller’s words.
An older client mentions a relative, a caller or a new friend who needs money sent today, or sounds unsure why they're being asked to send it.
The caller hears
Please hold off on sending anything until you've spoken with your advisor. I'm marking this urgent for them.
Penny does
Emails you the name and number with an exploitation flag, connects whoever is on call if transfer is on for this rule, and leaves the trusted-contact and hold procedure to the advisor, where your policy puts it.
A client says a checkbook, a card or papers with account details have been lost or stolen.
The caller hears
Call your custodian or bank at the number on your statement now. I'm marking this urgent for your advisor.
Penny does
Marks the message urgent for the advisor and never asks for an account or card number.
Auto repair
A caller reports an injury, a vehicle fire or another danger right now.
The caller hears
Call 911 now and follow the operator's directions.
Penny does
Stops appointment intake and flags the call for the advisor after the safety instruction.
A driver reports grinding brakes, a soft brake pedal, steering trouble, or another problem that makes them worried about driving safely.
The caller hears
I'm marking this urgent for our service advisor. I can't say whether it's safe to drive. Where is the vehicle now?
Penny does
Captures the location and reported symptom without declaring the vehicle safe to drive.
A car the shop just worked on has a problem: a wheel feels loose, the brakes feel wrong, or fluid is pouring out.
The caller hears
Please don't drive it any further. I'm marking this urgent for our service advisor. Where is the car now?
Penny does
Marks the call urgent for the service advisor with where the car is and what the driver noticed, without saying whether it is safe to drive.
A customer's vehicle has broken down and they're stranded, with no one hurt and the vehicle out of traffic.
The caller hears
If you feel unsafe at any point, call 911. I'm marking this urgent for our service advisor. Where are you now?
Penny does
Marks the call urgent with the customer’s location and callback number for the service advisor.
Veterinary
A pet is having trouble breathing, has collapsed, is unresponsive, has a major injury or is bleeding heavily.
The caller hears
Your pet needs emergency care now. Please call or go to the nearest emergency veterinary hospital; don't wait for a regular appointment.
Penny does
Supplies your maintained referral contact and location. Intake and a callback request do not delay the emergency direction.
A pet is vomiting again and again or can't keep water down.
The caller hears
Please contact an emergency veterinary clinic now so their team can advise you.
Penny does
Applies your clinic’s referral rule and records the owner’s symptom wording. She does not book a delayed visit as a substitute for clinical assessment.
A pet has eaten or been exposed to something that may be poisonous, or a medication that wasn't meant for it.
The caller hears
Contact an emergency veterinarian or an animal poison control service now, and follow their directions.
Penny does
Provides the configured contact. Known product and exposure details are captured only if doing so does not delay veterinary help.
A dog's belly is swollen and hard, and it is retching without bringing anything up.
The caller hears
That needs emergency care now. Please call or go to the nearest emergency veterinary hospital.
Penny does
Gives the emergency direction first, then marks the call urgent for your clinic with the owner’s callback number.
Locksmith
A child or an animal is locked inside a vehicle.
The caller hears
Call 911 now and follow their instructions.
Penny does
Gives the emergency instruction before quote or booking questions, emails you the location, and connects whoever is on call if you turn on transfer for this rule.
Someone asks for entry to a home, a car or a business where ownership or the right to enter is disputed or unclear.
The caller hears
Our locksmith has to confirm the right to enter before taking this job. I'll pass your request to our team.
Penny does
Routes the request to the owner for authorization review instead of treating an address as permission.
After a break-in, a door or lock is broken and the home or business can't be locked.
The caller hears
If anyone could still be inside or you feel unsafe, call 911 first. I'm marking this urgent for our locksmith.
Penny does
Marks the call urgent with the address and what can’t be locked, after any 911 instruction.
Restoration
Water is near outlets, appliances, electrical fixtures or the electrical panel.
The caller hears
Stay out of that water and don't touch any electrical equipment or switches. If anyone is in danger, call 911.
Penny does
Flags an electrical hazard for the crew lead. She does not send the caller to a breaker or describe the scene as safe.
There is an active fire, smoke, sparks or a burning electrical smell right now.
The caller hears
Get everyone out and call 911 from outside.
Penny does
Puts emergency services first. The restoration request notes that entry awaits clearance from the responsible authorities.
Sewage is backing up, or floodwater from outside has come into the building.
The caller hears
Avoid touching the water, and keep others away from it. I'm marking this urgent for our crew.
Penny does
Emails you the reported source and connects whoever is on call if you turn on transfer for this rule. The technician determines contamination category and work scope.
Water is still coming in or spreading right now from a burst pipe, a failed appliance or a roof leak.
The caller hears
I'm marking this urgent for our crew. What's the address, and is the water still running?
Penny does
Marks the call urgent and takes the address, the source of the water and whether it is still running, so your crew lead has them before calling back.
A fire has been put out, but the fire department hasn't cleared the building for people to go back in.
The caller hears
Stay out until the fire department says you can go back in. I'm marking this urgent for our team.
Penny does
Captures available address and contact details without asking the caller to go inside for photographs or policy documents.
Towing
Someone is hurt, or the vehicle is stopped in a live traffic lane.
The caller hears
Call 911 now. If you can get out safely, move away from traffic; if you can't, stay buckled in and follow the dispatcher's directions.
Penny does
Puts emergency services before tow intake. She sends the known location and callback to your dispatcher after the safety instruction.
Smoke or fire is coming from the vehicle right now.
The caller hears
Move away from the vehicle, keep clear of traffic, and call 911.
Penny does
Notes the reported fire hazard for dispatch. She does not ask the caller to inspect under the hood.
A child or an animal is locked inside a vehicle.
The caller hears
Call 911 now and follow their instructions.
Penny does
Flags the emergency for your dispatcher after the caller receives the 911 instruction. An ordinary lockout wait is not offered.
The caller is stranded at night, in bad weather or somewhere that feels unsafe, with no one hurt and the vehicle out of traffic.
The caller hears
If you feel unsafe at any point, call 911. I'm marking this urgent for our dispatcher. Where are you right now?
Penny does
Marks the call urgent with the caller’s location and callback number for your dispatcher.
Handyman
The caller smells gas or hears gas hissing in the home right now, including while asking about a repair.
The caller hears
Leave the building without using switches or your phone inside, and call 911 or the gas company from outside.
Penny does
Stops booking and alerts the owner after the safety instruction.
Smoke, flames or sparks are coming from a wall, an outlet or the electrical panel right now.
The caller hears
Get everyone outside and call 911. Don't go to the panel.
Penny does
Flags the address as an emergency report rather than a routine repair.
Water is near an outlet, a light fixture or electrical equipment.
The caller hears
Stay out of the water and don't touch anything electrical. If anyone is in danger, call 911.
Penny does
Sends the hazard to the owner for qualified response after the safety step.
Water is leaking and spreading right now, with nothing electrical nearby.
The caller hears
If you can reach the shutoff valve for that fixture or the main safely, turn it off. I'm marking this urgent for our team.
Penny does
Marks the call urgent with the address and which fixture is leaking, and emails you an urgent alert.
Appliance Repair
The caller smells gas near a range, a dryer, a water heater or another gas appliance right now.
The caller hears
Get everyone outside without using switches or your phone inside, and call 911 or the gas company from outside.
Penny does
Stops intake for the safety step, then alerts the owner with the reported address and callback.
Smoke or flames are coming from an appliance right now.
The caller hears
Leave the building and call 911 from outside.
Penny does
Flags the fire report for the owner after the emergency instruction.
Leaking water is near a plug, an outlet or an appliance's wiring.
The caller hears
Stay out of the water and don't touch the appliance, the plug or any switches. If anyone is in danger, call 911.
Penny does
Escalates the electrical hazard under your emergency rule without asking the caller to unplug the machine.
A refrigerator or freezer has stopped cooling and is full of food.
The caller hears
Keep the doors closed to hold the cold in. I'm marking this urgent for our technician.
Penny does
Marks the call urgent with the appliance, the brand if the caller knows it, and the callback number.
Garage Door
Someone is hurt or trapped by a garage door right now.
The caller hears
Call 911 now and follow their instructions. Keep everyone else clear of the door.
Penny does
Ends routine intake, emails you, and connects whoever is on call after the safety instruction if transfer is on for this rule.
After a loud bang, the door is stuck, crooked or partly open, or a spring or cable looks broken.
The caller hears
Keep everyone away from the door, and don't lift it, run the opener or pull the release cord. I'm marking this urgent for our technician.
Penny does
Records the observed position, emails you, and connects your on-call technician if transfer is on for this rule, without diagnosing the failed component.
The garage door won't close and the home or business is left open, with no one hurt and no visible damage.
The caller hears
Keep people clear of the opening. I'm marking this urgent so our technician knows the door is stuck open.
Penny does
Applies your unsecured-property rule; the technician confirms what happens next and any arrival time.
The garage door won't open and a vehicle the caller needs is stuck inside.
The caller hears
Please don't force the door. I'm marking this urgent for our technician. When do you need the car out?
Penny does
Marks the call urgent with the door’s position and when the caller needs the vehicle.
Landscaping
A wire is down, or a tree or branch is touching a power line on the property.
The caller hears
Stay away from the wire and anything touching it, and call 911. Then call the power company.
Penny does
Alerts your owner or crew lead after the safety instruction. She does not arrange ordinary landscaping work on an electrical hazard.
A tree or a large limb has fallen on a house, a car or a person, or is cracked and hanging over people right now.
The caller hears
Keep everyone away from the tree and out of any damaged rooms. If anyone is hurt or trapped, call 911.
Penny does
Puts emergency services first when anyone is hurt, then takes the address and what the tree is resting on for your crew lead.
An irrigation line or valve has broken and water is flooding the yard or running toward the house right now.
The caller hears
If you can reach the irrigation shutoff safely, turn it off. I'm marking this urgent for our crew.
Penny does
Marks the call urgent with the address and where the water is going, and emails you an urgent alert.
A fallen tree or limb is blocking a driveway, a road or an entrance, with nothing touching a power line.
The caller hears
Please keep clear of it and don't try to cut it yourself. I'm marking this urgent for our crew.
Penny does
Takes the address and what is blocked, and marks the call urgent for your crew.
Pest Control
After a sting or bite, someone has trouble breathing, chest tightness, swelling of the face or throat, or hives spreading away from the sting.
The caller hears
Call 911 now and follow their instructions.
Penny does
Stops service intake for the medical emergency and alerts your office after the safety instruction.
Someone has swallowed, breathed in or been splashed with a pesticide or bait, or feels sick after a treatment.
The caller hears
If the person has collapsed, has a seizure, has trouble breathing or can't be woken, call 911 now. Otherwise, call Poison Control at 1-800-222-1222 now.
Penny does
Keeps the service booking from delaying medical guidance and records the product name only when that will not delay help.
An active wasp, hornet or bee nest is at an entrance, inside a wall or where people walk, with no one having a serious reaction.
The caller hears
Keep away from the nest and keep children and pets clear, and don't spray or seal it. I'm marking this urgent for our technician.
Penny does
Records the location and applies your priority-service rule so the technician can assess it.
Many wasps, hornets or bees are inside the living space right now.
The caller hears
Keep people and pets out of that room, and close the door if you safely can. I'm marking this urgent for our technician.
Penny does
Marks the call urgent with the room and whether the door is closed, for your technician to assess.
Salon
After a service, a client has trouble breathing, swelling of the throat or trouble swallowing, or has fainted.
The caller hears
Call 911 now.
Penny does
Notifies your owner after the emergency instruction. She does not wait for the stylist to approve medical escalation.
A client reports burning, blistering, or a skin or scalp reaction after a color, relaxer or other chemical service.
The caller hears
If anyone has trouble breathing or is getting worse fast, call 911. I'm marking this urgent for our team.
Penny does
Marks the call urgent for the owner with the service and what the client reports, after any 911 instruction.
A client or a staff member is hurt at the salon right now: a cut, a burn from a tool, or a fall.
The caller hears
If anyone is badly hurt, call 911. I'm marking this urgent for our team.
Penny does
Puts 911 first when anyone is badly hurt, then marks the call urgent for the owner.
A client is at the salon for an appointment right now and no one is there to see them.
The caller hears
I'm sorry about that. I'm marking this urgent for our team. What time was your appointment, and with whom?
Penny does
Marks the call urgent for the owner with the appointment time and stylist, so someone can reach the waiting client.
03
Choose the response your team can carry out
Combine a safety instruction with the next business action where appropriate. Contacting your team must never delay a caller’s emergency-services call. In Settings → Calls, check the transfer destination before testing the urgent-call rule.
Safety step
give the approved instruction before collecting routine job details.
Transfer now
connect the caller to your designated number.
Ring whoever is on call
the person on the current shift on Pro, or your transfer number on Starter.
Email you
send an urgent alert to your notification address the moment the rule fires.
04
The safety instruction comes ahead of ordinary intake
The trade examples above show the caller’s words beside the action. A safety step does not depend on finishing a booking form or reaching your technician.
Test a routine request and an urgent request using the same service address. The call log should show different actions under the rules you wrote.
05
Find the rule behind the call in your log
The call record shows the reported problem and the rule that fired. If routine requests keep waking someone, narrow the service trigger. If an urgent test follows the routine path, compare the caller’s words with the trigger. Keep the safety instruction intact and test the change.
Example call log · 11:18 PM
Example caller
Caller reports an active kitchen supply leak; callback and service address captured.
- Rule
- Active water leak
- Outcome
- Safety instruction given; on-call transfer attempted.
Decide which service calls deserve an interruption tonight
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No. Choose whether the rule connects the caller to whoever is on call, or only emails you an urgent alert. Give any immediate safety instruction first, even when the service visit can wait.
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