AI Receptionist · Restoration
Category 3 in the basement is not a contents pack-out estimate.
Restoration phones are mitigation first. Sewage in a basement, a fire board-up, and a mold consult are not the same truck. If intake improvises dry-out advice, you inherit a worse loss and an angrier carrier.
EXCEL captures loss type, category clues you approve as questions (clear vs sewage), occupancy, and whether this is mitigation now or a later rebuild. It does not design a dry-out and it does not promise what insurance will pay.
Hear an EXCEL receptionist. This demo is not a mitigation crew and cannot speak for a carrier.
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 Restoration companies example. Elliot is a demonstration receptionist — not a pre-built Restoration companies dispatcher. Your live system would be configured around your own workflows.
Try ElliotYour microphone is only used during the live demo.
The rebuild estimator answers the flood line
Water is still moving while someone explains deductibles. Category 3 gets the same ‘we can come tomorrow’ as a small clean-water appliance line. Board-up waits because the office is quoting contents pack-out.
Mitigation now, rebuild later, insurance as administration
Water: still flowing, clean vs sewage/category 3 as a question not a lab result, affected floors, occupancy. Fire/smoke: board-up if you do it, is the scene released. Mold: usually not a 2am extract. Contents pack-out is a later product. Claims: you document; you do not settle.
Losses that should not share a greeting
“The supply line failed. Carpet is soaked.”
Clean water vs unknown, still flowing, floors. Extraction if that is your emergency product.
“Sewage is coming up in the basement.”
Category 3 questions you wrote. Occupancy. Do not call it safe to mop.
“We need board-up after a kitchen fire.”
Scene released? Opening size? Board-up vs contents vs rebuild — three products.
Enough to page mitigation, not to write a scope
Loss type
Water, sewage, fire/smoke, mold concern.
Still happening?
Water moving, fire out, board-up needed.
Occupancy
Can they stay. You do not hotel them unless that is your process.
Carrier as capture
Name if you ask. Not a coverage opinion.
Hypothetical: sewage backup, occupied, 11pm
Hypothetical. Not a mitigation plan and not insurance advice. Category language is a question, not a lab result.
Sewage is coming up in the basement bathroom. It is on the carpet. We are still in the house.
I will take this as a sewage backup, not a rebuild bid. Is it still coming up, and is anyone in that finished basement right now?
Still bubbling. Kids are upstairs. Should we mop it? Will insurance cover restoration?
I will not tell you to mop sewage or speak for a carrier. I will record occupied home, sewage, still moving, carpeted basement, and follow your category-3 after-hours tree. Dry-out equipment is a technician decision.
Pack-out, rebuild, and claim strategy wait. Mitigation paging does not.
Restoration hard stops
- Design a dry-out, ozone, or pack-out over the phone
- Call sewage safe to clean with household product
- Promise a claim result or that you ‘handle the adjuster’ as their representative
- Treat mold odor as a 2am extract unless that is truly your product
- Quote a rebuild while water is still moving
When the loss is still happening
Active water and sewage use the on-call mitigation roster. Board-up if you staff it. Mold consults and contents estimates wait. Carriers get a name captured, not a coverage lecture.
Restoration configuration
- What you will page at night vs book in daylight
- Category questions you are willing to ask
- Board-up yes/no
- How carrier and claim numbers are captured — administration only
- When a plumber or electrician is the first call, not you
Project managers still own the scope
Uncontrolled water, sewage in living space, a fire scene not released, any coverage argument.
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 how to dry the house?
No. It captures the loss. Equipment and demo decisions stay with a restoration tech.
Can it say whether this is category 3?
It can ask the questions you wrote. It should not certify a category like a lab.
Will it promise insurance will pay?
No. Name and claim number as capture. Coverage stays with the carrier.
Is board-up the same as water mitigation?
Usually a different roster. Put that in knowledge.
Do mold calls page on-call?
Often no. You write it. Odor without active water is usually a daylight inspect.
Can it approve coverage?
No. It captures loss details. Coverage is between the customer and the carrier.
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 sewage call that got a rebuild script. Mitigation first is the whole product.
Bring the real call types. We will tell you what belongs in an agent and what should stay with people.