AT A GLANCE
A plumbing service-call intake record should capture the reported problem, service location, contact preference, genuine coverage status and the next responsible person. It should distinguish a request from a booking. This worksheet supports office intake; it does not diagnose a fault or provide emergency repair instructions.
A request becomes a job after approval
Office / request
Keep it unconfirmed.
Provider
Customer
Use a consistent opening record
Record what the caller says in plain language, including which fixture or area is affected. Separate the caller’s description from anything a qualified provider has actually assessed. Keep an unknown condition visible instead of filling it in with an assumption.
Follow the business’s established escalation procedure for reports of immediate danger. The worksheet is for coordination and record keeping. It does not replace emergency services or professional assessment.
Print or export the intake worksheet
| Field | Your information |
|---|---|
| Request reference and received time | [Add reference, date and time zone] |
| Caller and role | [Identify customer, occupant or authorized representative] |
| Response contact and preference | [Add the contact method supplied] |
| Service location | [Add address, unit, city, state and ZIP code] |
| Reported issue | [Use the caller’s description] |
| Affected fixture or area | [Record what is known] |
| Access constraints | [Add relevant authorized access arrangements] |
| Coverage and availability check | [Record actual result; leave unconfirmed if unknown] |
| Customer expectation | [Record what has and has not been promised] |
| Next owner | [Name the responsible person] |
| Next action and follow-up time | [State the specific task and time zone] |
| Estimate or job reference | [Link once actually created] |
| Outcome | [Update from confirmed evidence] |
The export contains this blank worksheet. It does not send data to Flor or save customer records online.
Qualify the request before assigning an outcome
Confirm that the business performs the requested service and genuinely covers the location. Record whether a provider has accepted responsibility. A saved enquiry reference means the information was received; it is not proof of an accepted job or a confirmed arrival.
If the customer only wants information, record that outcome without forcing it into a booked-job status. Keep duplicate contacts connected to the existing reference so two office staff do not unknowingly create competing work.
Leave a usable follow-up task
“Call back” is less useful than a specific action such as “confirm whether the reported location is covered.” Assign the task to a person and record the customer’s stated expectation. If the office cannot confirm availability, make that clear before the handoff.
- Who owns the next action?
- What fact still needs confirmation?
- Which contact method should be used?
- What time zone applies to a promised follow-up?
- Where is the current estimate or request record?
Connect intake with dispatch and approval
Use the dispatch workflow guide to separate the provider response window, estimate expiry and proposed arrival. Then use the estimate worksheet when a provider has assessed the proposed scope.
Flor’s public demo illustrates these stages with fictional records. Printing this worksheet does not create a live request, contact a plumber or guarantee coverage. Keep real customer details in the business’s approved system.
Common questions
Should intake staff promise an arrival before a provider responds?
Only communicate timing the business has actually confirmed. A request reference or response deadline is not an arrival commitment.
Where should I store access instructions?
Use the business’s controlled record and restrict access to people who need the information for the job. Avoid repeating sensitive details in public notes.
Bring your workflow to the demo
Explore the fictional request-to-approval journey, then discuss the capabilities your business needs.
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