AI receptionist for tradies: stop missing job enquiries

Tradie phone calls land when you are least able to answer: on the ladder, under the sink, or driving between jobs. Missed calls mean lost quotes and lost jobs, often to the next tradie on Google who picks up.

This guide covers how to handle quote requests, job bookings, and urgent callouts using an AI receptionist. It includes call flows, lead capture, rollout stages, and risk controls for Australian trade businesses. (If you want to estimate the cost of missed calls first, see Missed calls cost: estimate lost revenue fast.)

TL;DR

• Tradie calls land when your hands are full and your team is stretched. Peak job hours and after-hours create missed leads.
• Most trade enquiries fall into a small set of repeat questions. These can be handled consistently with a tight script.
• A good model is simple: identify intent fast, capture clean details, and move to a quote or booking next step.
• SMS confirmation reduces friction. It turns interest into action without keeping someone on the phone.
• Roll out in stages. Start with after-hours and peak-hour overflow. Add direct booking only when the basics are solid.
• Control risk by locking down service area, pricing posture, escalation paths, and urgent callout rules.

The tradie reality

In a trade business, the phone rarely rings at a calm time.

It rings during:

• the middle of a job when your hands are full of tools
• the drive between sites when you cannot safely answer
• morning dispatch when the day is being planned and the ute is being loaded
• end-of-day wrap when you are writing up job notes
• after hours when customers finally have time to call about that leaking tap or broken aircon

When calls go unanswered, you do not just lose a lead. You lose the moment. Most callers will not leave a voicemail. They will call the next tradie on Google who picks up. The job was yours to lose.

Top enquiry categories and what they signal

These categories show up across most trade businesses. The intent is usually clear.

1) Quote requests

Intent: "Can you do this job, and what might it cost?"

Callers want a rough path to a quote, not a long interrogation. They want to know you do the work, you cover their area, and there is a clear next step. The faster you move them to a site visit or phone quote, the better.

2) Urgent callouts

Intent: "I need help now."

These need immediate triage. A burst pipe, a power outage, a gas smell. The caller is stressed and needs to know whether you can come, how fast, and what it will cost roughly. Clear escalation rules are critical here.

3) Scheduling and availability

Intent: "When can you fit me in?"

The goal is to lock a time window or callback commitment. Callers do not need the exact minute. They need confidence that they are in the queue and will hear back.

4) Service area

Intent: "Do you cover my suburb?"

A clear yes or no plus any travel policy avoids wasted calls on both sides. If you do not service their area, a polite redirect saves everyone time.

5) Job scope and specialisation

Intent: "Do you handle this type of work?"

This determines whether to proceed or hand off. A plumber who does not do gas fitting, an electrician who does not do solar — callers need a straight answer, not a maybe.

6) Existing job follow-up

Intent: varies.

Usually a question about timing, a change request, or a callback about a quote. These should route with context to the relevant staff member so they are not starting from scratch.

The "good" call flow for tradies (with short script examples)

A tradie call flow should do three things:

1. confirm you can help
2. identify intent quickly
3. move to a clear next step

Step 1: Set expectation

Example

"Thanks for calling. I can help with quotes, bookings, and availability. What are you calling about today?"

Step 2: Identify intent in one question

Quote request

"Are you after a quote for a new job, or calling about something we are already working on?"

Urgent callout

"Is this urgent, or can we book a time that suits you?"

Scheduling

"Are you looking for a specific day, or is it flexible?"

Step 3: Answer key questions without rambling

Keep answers short and factual. Avoid vague promises.

Pricing posture example

"Pricing depends on the job scope. The quickest way to get an accurate quote is a short phone call or site visit with the team. Do you want to book a time?"

Service area example

"We cover the north side of Brisbane and out to Redcliffe. If your job is in that area, I can get you booked in."

Step 4: Convert the call into an action

For most tradies, that action is a quote visit, a callback, or a job booking.

Quote visit example

"I can book a quote visit. Does morning or afternoon suit you better?"

Callback example

"The team is on site right now. I can have them call you back within the hour. Does that work?"

Step 5: Close with certainty

Example

"Perfect. I will send you an SMS now with the details and next steps. If anything changes, you can reply to that message."

Lead capture that does not annoy the caller

Lead capture fails when it feels like a form. Tradies deal with people who are busy, stressed, or calling from a building site themselves.

Aim for the minimum that enables follow-up and booking.

The minimum fields

• first name
• mobile number
• job type or issue summary (in their words, not a dropdown)
• suburb
• preferred time window

Ask permission before sending SMS

Example

"Can I text you the confirmation and next steps now?"

Keep it moving

If they are ready to book, do not ask extra questions. Book first, then follow up later.

If they are unsure, ask one helpful question:

• "Is this urgent, or more of a planned job?"
• "Do you have a rough idea of the issue, or do you need someone to come look?"
• "What is the best time for the team to call you back?"

One question is enough to personalise the follow-up.

Booking and quote workflow options

There are two clean options. Choose based on your current systems.

Option A: Capture + SMS follow-up

Best for a fast pilot.

Flow:

1. capture job details and preferred window
2. confirm what will happen next
3. send an SMS with details and a simple reply path

Example

"I have this logged as a blocked drain in Paddington, morning preferred. I will text you now. The team will confirm the exact time during business hours."

This works even without deep integrations. Most tradies start here.

Option B: Direct booking (if integrated)

Best when your scheduling workflow is stable and your job management system supports it.

Flow:

1. offer two or three time options
2. book the visit
3. send SMS confirmation immediately

This removes follow-up load, but only if your availability rules are correct. See Phone bookings vs online bookings for service firms.

Rollout plan: stage 1 to stage 3

Do not try to automate everything on day one. Build trust and reliability first.

Stage 1: After-hours coverage

Goal: stop losing the easiest wins.

Scope:

• answer top FAQs (hours, service area, job types, what to expect)
• capture leads for quote requests, job bookings, urgent callouts
• SMS follow-up and clear next steps
• escalate only for genuine emergencies

If you want a ready-to-use after-hours flow, see After-hours call handling for Australian SMEs.

Stage 2: Peak-hour overflow

Goal: protect field time without dropping calls.

Scope:

• handle quote enquiries when the team is on-site
• route existing job follow-ups to the right person
• book quote visits or capture preferred windows
• send SMS links to booking pages or quote forms

Stage 3: Booking automation and deeper integration

Goal: reduce admin load with confidence.

Scope:

• direct booking for standard job types
• structured handover into your CRM or job management system
• improved routing based on job type, urgency, and location
• automated reminders for upcoming visits

Risk controls tradies should not skip

Trade enquiries feel simple, but small mistakes create distrust fast. A wrong service area promise or a missed urgent callout can cost you a customer and a Google review.

Accuracy controls

Lock down these items:

• service area boundaries (suburbs, regions, travel radius)
• what jobs you do and do not do
• pricing posture (never provide an exact quote without seeing the job)
• availability windows and typical lead times
• after-hours emergency policy

If anything is uncertain, the assistant should not guess.

Safe fallback line

"I want to make sure I get that right. I can take your details and have the team call you back to confirm."

Escalation rules

Escalate to staff when:

• the caller reports a safety issue or genuine emergency
• the job scope is complex or outside standard offerings
• the caller is upset or frustrated
• the assistant is not confident in the answer
• a high-intent lead wants to proceed immediately

Privacy and consent basics

Keep it practical:

• ask before sending SMS
• capture only what you need for the job
• avoid unnecessary personal details on a first call
• be clear about follow-up timing ("the team will call you back by 9am")
• set a clear data retention approach

For policy context, see AI phone agents in Australia: privacy and call recording.

Implementation checklist

• List your top 15 call reasons (use real call notes or ask your team, not guesses)
• Write approved answers for service area, job types, pricing posture, hours, and availability
• Define what is out of scope (exact pricing, safety advice, insurance claims)
• Create a lead capture template (name, number, job type, suburb, preferred time, notes)
• Decide the default next step by intent (quote visit, callback window, SMS link)
• Set escalation rules for urgent callouts and staff handover
• Set up SMS templates for booking confirmations and next steps
• Run internal test calls and update scripts where callers get stuck
• Launch stage 1 for after-hours, then add peak hours

Related guides

• Trades Call Handling Benchmark — urgent triage and first-to-answer dynamics.
• Australian SME Call Handling and Automation Benchmark Report — full methodology and receptionist cost breakdowns.
• After-hours call handling for Australian SMEs — the call flow that sits behind any AI receptionist.
• AI receptionist for clinics — clinic-specific boundaries and rollout plan.
• AI receptionist for gyms — gym-specific call flows and lead capture.
• AI receptionist for restaurants — reservations and group bookings during service peaks.
• AI receptionist for real estate — inspection requests and buyer lead capture.
• Call forwarding guide — how to route your number to any AI receptionist.

CTA

If you want, we can map your top tradie call reasons and launch a staged call flow that captures quote requests and job bookings without adding admin load to your team.

Valory is a service, not software: we build, deploy, and manage your call handling so you get results without the headache.

If you are evaluating options, use our AI receptionist vendor checklist to compare providers, or see our comparison of AI receptionist services in Australia for pricing and features side by side.

Book a walkthrough or browse more guides in our articles library.

FAQ

Will an AI receptionist replace my staff?

No. Used well, it protects your time by handling repeat enquiries and capturing leads when you are on the tools. Your team still handles complex quoting, customer relationships, and anything sensitive.

Can it provide exact quotes?

It should not. Pricing depends on job scope, and quoting without seeing the work creates problems. The assistant should use an approved pricing posture and move the caller to a proper quote visit or phone assessment.

How are urgent callouts handled?

Urgent intents must trigger escalation with clear rules. The assistant should confirm the issue, capture key details, and either route to an on-call number or commit to a specific callback window. Never leave an urgent caller without a next step.

What if someone is outside our service area?

Set explicit service boundaries and a clear fallback response. A polite "we do not cover that area, but here is what I would suggest" is better than a vague maybe that wastes everyone's time.

What if the assistant is unsure?

It should capture details and escalate, never guess. The fallback is always: take the details, confirm the next step, and route to a person who can help.

How do we measure if it is working?

Track missed calls, leads captured, quote visits booked, job bookings created, and follow-up speed. Review call reasons weekly and refine scripts based on where callers hesitate or drop off.