Photos and Model Numbers Before the Truck Rolls: How Intake Works

On the call: brand and model in one turn

The receptionist asks for the brand and the model number together, and only for what it does not have yet. A model number identifies the brand, so if it hears one, it does not ask for the other. “I don’t know” is an acceptable answer, and it never holds up the booking.

It then asks the age and whether the unit is still under manufacturer warranty, in one turn, both optional. Whatever it hears goes into the booking notes so the technician sees it before the visit.

After the booking: the photo request

A text goes to the customer asking for a photo or short clip. When they reply, it is stored on the job and forwarded to your on-call number.

The short read

The text to your technician includes a two or three sentence read of the photo: the likely appliance and brand, a model number or error code if one is visible, and the visible problem. If the read fails, the photo still goes through.

It describes what is in the picture. It does not say what part has failed or what the repair costs, and it can be wrong. Treat it as a head start, and confirm the unit on site.

What it does not do

The receptionist does not diagnose, so you will not get a parts list. It cannot make a customer reply, and a text that fails to deliver shows as failed on the dashboard instead of looking like a customer who went quiet. A failed text is not re-sent automatically.

Why this matters before leaving the shop

A technician who knows the brand and model can check the shelf and the supplier before getting in the truck. That will not remove every second trip, but it can remove some of them.