Emergency callout automatic triaging and dispatch

Purpose

1.1. Automate the detection, categorization, and rapid dispatch of emergency air conditioning service requests for HVAC installation companies.
1.2. Reduce response and assignment time by auto-triaging severity based on input channels such as calls, emails, or webforms.
1.3. Provide escalations, communication updates, and auto-assignments to available field technicians to maximize up-time and client satisfaction.
1.4. Log and synchronize triage, dispatch, customer notification, and technician acknowledgment across operational software systems.

Trigger Conditions

2.1. Incoming phone call with emergency keywords (e.g., system down, urgent repair).
2.2. SMS or email with specific trigger words (e.g., rapid response needed, no AC).
2.3. Webform or portal submission tagged as urgent.
2.4. IoT sensor or building management alert reporting critical temperatures or system failure.
2.5. Missed call pattern or failed callback within specified time.

Platform Variants

3.1. Twilio Voice
• Feature/Setting: Voice webhook for call detection and call recording ("Webhook" set to API endpoint for triage).
3.2. Twilio SMS
• Feature/Setting: Programmable SMS triggers ("Messaging Service" for keyword triggers and routing).
3.3. SendGrid
• Feature/Setting: Inbound Parse webhook ("Parse API" to forward emergencies in subject/body).
3.4. Microsoft Outlook 365
• Feature/Setting: Email Rules + API, filter on urgent flag/keywords, auto-forward to triage API.
3.5. Gmail
• Feature/Setting: Gmail API "watch" label trigger for emergency keywords, filter urgent AC support messages.
3.6. Slack
• Feature/Setting: Incoming Webhooks, #emergency-ac channel notification, new message triggers.
3.7. ServiceNow
• Feature/Setting: "Incident Management API", auto-create Incident with priority from triaged input.
3.8. Salesforce Service Cloud
• Feature/Setting: "Case Creation/Assignment Rules", triggered via REST API for high-priority case intake.
3.9. HubSpot
• Feature/Setting: Ticket API, auto-create Emergency ticket, assign pipeline/owner.
3.10. Zendesk
• Feature/Setting: Ticket API endpoint; trigger "urgent" tag for workflow escalations.
3.11. PagerDuty
• Feature/Setting: "Create Incident" API, auto-escalate after severity classification from initial request.
3.12. Freshdesk
• Feature/Setting: "Create Ticket" API, trigger with "urgent" priority, assign group.
3.13. Google Forms
• Feature/Setting: Apps Script trigger on form submit (checks severity, posts to triage dispatcher).
3.14. Jotform
• Feature/Setting: "Webhook" on emergency selection, instant submission to triaging endpoint.
3.15. Zoho CRM
• Feature/Setting: "Create Record" API, mark as high-priority Lead/Case, trigger automation.
3.16. monday.com
• Feature/Setting: "Item Create" API, set status 'Emergency', assign team/technician column.
3.17. Asana
• Feature/Setting: "Task Creation" API, section 'Critical', automation rules for resource tagging.
3.18. Trello
• Feature/Setting: "Card Create" API in Emergency List, label, trigger notification Power-Ups.
3.19. Microsoft Teams
• Feature/Setting: Incoming Webhook, send card to #HVAC-Emergency channel, mention on-call techs.
3.20. FieldEdge
• Feature/Setting: "Work Order Create" API using emergency flag, auto-schedule nearest available crew.
3.21. Jobber
• Feature/Setting: "Create Request" API, emergency service type, assign dispatch priority flow.
3.22. Xero
• Feature/Setting: Contact API, flag client as 'Urgent Service', trigger billing or response automation.

Benefits

4.1. Accelerates detection, categorization, and dispatch for emergency requests.
4.2. Minimizes manual intervention, reduces error and improves response consistency.
4.3. Ensures full audit and logging for compliance and performance reviews.
4.4. Streamlines technician workload balancing and shift-based auto-routing.
4.5. Empowers customer service SLAs for HVAC installation providers, enhancing client trust.