Built for plumbing businesses that handle emergencies.

Overview

When a homeowner calls about a burst pipe at 10pm, the last thing they need is a voicemail box. But not every call is an emergency, and your team shouldn't treat a quote request the same as a flooded basement.

This template gives your plumbing business a call flow that knows the difference. During business hours, callers choose between reporting an emergency or scheduling a service. After hours, Sona picks up and asks the right questions:

• What's the issue?
• Is there active water damage?
• Is the water shut off?

Based on the answers, Sona flags genuine emergencies so you can decide whether to dispatch tonight or follow up in the morning.

Every call captures the caller's name, address, description of the problem, and urgency level, delivered as a clean summary your team can act on immediately.

What's included

• Business hours routing with after-hours Sona coverage
• Sona triage job with plumbing-specific urgency detection (flooding, burst pipes, no water, sewage backup, gas smell)
• Caller detail collection: name, address, problem description, urgency assessment

Sona job highlights

• Asks qualifying questions to distinguish emergencies from routine requests
• Captures property details and access information
• Notes whether the caller has taken any immediate steps (shutting off water, etc.)