What the agent handles
- Dispatches emergency crews
- Collects insurance and adjuster info
- Records access and safety details
- Books mould assessments
- Updates homeowners on job progress
Trades and industrial
AI receptionist for water and fire restoration
Takes emergency calls after floods, fires and sewer backups, dispatches crews, and collects insurance and access details so the crew arrives prepared.
CallerOur basement flooded overnight, there's two inches of water everywhere.
CallerThere was a kitchen fire and the whole house smells like smoke. Where do we even begin?
CallerMy adjuster gave me your number, what happens next?
Where calls go
Emergency dispatchProject managersEstimatorsInsurance liaison
Warm transfer: When a homeowner has standing water or sewage in the home, the agent warm-transfers to the emergency dispatcher right away.
What it books
Assessments and crew visits
Why restoration companies miss calls, and what an AI receptionist changes
Restoration is a night-time business. A supply line lets go at 2 a.m., a summer storm backs up the sewers across a whole neighbourhood, a kitchen fire leaves smoke through every room. The person on dispatch is often the owner, asleep with the phone on the nightstand, while the crews are already out setting air movers and dehumidifiers on another job. The homeowner standing in water calls the first number the adjuster gave them, and the company that answers gets the loss.
A RealVoice answering service for restoration companies takes those calls the way a seasoned dispatcher would. It asks where the water came from (a clean supply line, groundwater or sewage), how deep it is and how long it's been there, whether the power is on and the main is shut off, whether anyone in the home is elderly or unwell, and who has access. It collects the insurer, the claim number and the adjuster's name and number, and it books mould assessments and crew visits into the schedule.
Standing water or sewage in the home goes to your emergency dispatcher right away by warm transfer, with the address and the loss read out first. The agent doesn't tell anyone what their policy covers, doesn't estimate drying time, and doesn't promise when a crew will arrive unless your dispatcher has given that time. For fire calls, it repeats only the safety instructions you've approved.
Example call, start to finish
- CallerHi, the floor drain in the basement backed up overnight and there's sewage everywhere down there.
- AI receptionistI'm sorry, that's awful to wake up to. Is anyone down in the water right now, and is the power to the basement still on?
- CallerNobody's down there. The lights are on. I'm renting, though. The landlord doesn't know yet.
- AI receptionistThat's helpful to know. What's the address, and do you have a phone number for the landlord? The crew will need the owner's go-ahead and their insurance details.
- CallerIt's 15 Marlborough Way in Calgary. The landlord is Gurpreet Sandhu, I'll text you his number.
- AI receptionistThank you. Please stay out of the basement. I'm putting you through to Andre, our emergency dispatcher, now.
- AI receptionist(privately, to Andre) Sewer backup at 15 Marlborough Way, Calgary, finished basement, power on. Caller is a tenant; landlord is Gurpreet Sandhu, number coming by text. Connecting.
After the call: Andre takes the call knowing it's a sewage loss in a rental, and the landlord's contact is added to the job when the tenant texts it. The dispatcher and project manager get the summary by text and email, and the recording is kept in the RealVoice portal for the insurance file.
How it fits your day
- Overnight water calls
- Burst pipes, failed water heaters and backed-up drains are answered at any hour, and the losses that can't wait are put through to whoever is on dispatch.
- Storm surges
- A summer thunderstorm can bring dozens of sewer backup calls in an evening. The agent answers them all at once and keeps a clean record of each address and loss.
- Adjuster referrals
- Daytime calls from adjusters and property managers are taken with the claim number and policyholder details, and sent to your insurance liaison.
- Job progress calls
- Homeowners asking when the drying equipment comes out or when rebuild starts are put through to their project manager or given a callback note.
Your software
Today it books assessments and crew visits into the RealVoice schedule in the portal, keeps the loss details, insurance information and recording for every call there, and texts homeowners a confirmation. If your company runs Encircle, Jobber, AccuLynx or ServiceTitan, the team can set up a connection to it; custom integrations are quoted separately.
What a missed call costs
The emergency mitigation on a flooded basement is often $4,000 to $6,000 on its own, and the reconstruction that follows can be worth far more. If one overnight call a week goes unanswered and that homeowner calls the next restoration company on their adjuster's list, you lose fifty losses a year before anyone has looked at the water. Use the missed-call calculator on our homepage to see your own figure.
Questions restoration companies ask
Can it get my crew out in the middle of the night?
It warm-transfers the caller to whoever is on dispatch, with a short private summary first. If nobody answers, the loss details go out by text and email right away and the homeowner is told someone will call back.
Does it tell homeowners what their insurance covers?
No. It records the insurer, claim number and adjuster, and leaves coverage to the adjuster and your insurance liaison.
Can adjusters and property managers use the same line?
Yes. It recognizes them by what they ask, takes the claim and policyholder details and routes them to the right person on your team.
How does it handle mould calls?
It asks where the mould is, how large an area and whether there was a past leak, and books a mould assessment. It doesn't say whether the mould is dangerous.
Can an AI really handle flood calls on a busy storm night?
Yes. It answers many calls at the same time, so a neighbourhood full of backups doesn't become a wall of busy signals, and each loss is written up the same way.
Hear it as your own restoration company's front desk
Request a free demo call and the agent will phone you, set up as a business like yours.