EXCEL

AI Receptionist · Plumbing

A basement filling with water is not a water-heater quote.

Plumbing phones mix active water with people who want a tankless estimate. If those callers get the same script, either the flood waits or the quote pretends to be an emergency. Intake has to find the shutoff story before anyone talks parts.

EXCEL asks whether water is moving, whether a shutoff was tried, and whether this is backup, no hot water, or a replacement quote. It does not diagnose a slab leak and it does not invent a jetting ETA.

Hear an EXCEL receptionist. This demo cannot see your shutoffs or your jetting schedule.

Live demo

Meet Elliot.

Tell him what kind of business you run and hear how an EXCEL agent could handle a real customer conversation.

You’re testing Elliot from our Plumbing example. Elliot is a demonstration receptionist — not a pre-built Plumbing dispatcher. Your live system would be configured around your own workflows.

Try Elliot

Your microphone is only used during the live demo.

The second call is the one standing in water

A drain quote holds the line while a basement rises. Callers do not know where the shutoff is and nobody asks. Sewer backup gets the same ‘we will pencil you in’ as a slow sink. Water-heater replacement is sold like a flood.

Sort moving water from a catalog question

Active leak or backup: water still moving, shutoff attempted, occupancy, finished basement. No hot water: tank vs tankless if they know it, age. Replacement quote: not an emergency tree. Jetting is a method you choose later — not a promise on the first sentence.

Plumbing calls that are not interchangeable

  • “My basement is filling with water.”

    Still flowing? Shutoff? Finished space? On-call per your rules. Not a slab-leak lecture.

  • “The toilet is backing up.”

    One fixture vs whole house, sewage vs clear water. Backup is not a clog-in-the-guest-bath quote.

  • “We want a tankless quote.”

    Existing tank, household size only if you ask, decision-maker. An estimator still prices it.

What a plumber actually needs before rolling

  • Is water still moving?

    The whole tree hangs on that answer.

  • Shutoff

    Tried, found, unknown. Do not talk someone through a dangerous valve.

  • Which fixture or zone

    One sink vs the stack vs the heater.

  • Access

    Crawl, slab, occupied, pets.

Hypothetical: finished basement, water at the wall

Hypothetical. Not a live plumbing dispatcher and not a diagnosis of a slab leak.

Homeowner
Water is coming through the basement wall. The carpet is wet. I do not know where the shutoff is.
Receptionist (configured)
I can take this as an active water call. Is it still spreading, and is anyone in that finished space right now?
Homeowner
Still spreading. Kids are upstairs. Can you tell me which valve to turn?
Receptionist (configured)
I will not talk you through a valve I cannot see. I will record finished basement, water still moving, shutoff unknown, and follow your emergency routing. I will not call it a slab leak or promise jetting.

Shutoff coaching is a safety risk. On-call is a roster, not a slogan.

Plumbing hard stops

  • Diagnose a slab leak, tankless board, or ‘it is the main’
  • Coach a shutoff the agent cannot see
  • Promise a jetting crew or an arrival it cannot see
  • Treat a tankless quote like a flood
  • Skip whether water is still moving

When the floor is wet

Night backups and active leaks use the on-call card. Clog quotes and water-heater shopping wait until morning. Restoration may be a partner you name — the agent should not invent one.

Plumbing configuration

  • What counts as emergency vs next-day vs estimate
  • Whether you jet, camera, or refer
  • Tank vs tankless you actually sell
  • Service area and after-hours roster
  • When restoration is a handoff, not your truck

Plumbers still own the pipe

Uncontrolled water, sewage in a living space, gas water heaters with a smell, anything that sounds like a diagnosis or a price.

Plan details live on the pricing page. Current plans are listed there.

Parent pages

This page is the intersection. The service and industry pages still stand on their own.

Related EXCEL services

Related guides

Questions for this workflow

Will it tell them where the shutoff is?

No. It should not coach a valve it cannot see. It records whether they found one.

Can it diagnose a slab leak from the description?

No. Symptom and location only. Cameras and techs still do that work.

Do backups always page on-call?

You write that. A slow guest-bath clog is not a sewage emergency unless you say so.

What about tankless quotes after hours?

Capture and a morning callback unless you sell emergency replacements — most shops do not.

Is jetting automatically dispatched?

Jetting is a method. The agent should not promise a tool. A plumber decides.

Can it tell someone how to shut off the water?

Only with instructions you approve. It should never invent plumbing advice.

Will it transfer a caller to a person?

Yes. Routing and escalation rules are defined with you. Anything outside approved scope can go to a person, a voicemail workflow, or a callback request.

Does it use a generic script?

No. EXCEL systems are built around the company’s services, hours, service area, and approved answers — not a one-size-fits-all call-center script.

Bring the last flood that sat in voicemail. That split — moving water vs quote — is the build.

Bring the real call types. We will tell you what belongs in an agent and what should stay with people.