EXCEL

Field dispatch

An AI receptionist that knows a no-heat call from a filter quote.

HVAC demand does not follow office hours. Furnaces fail at night; install leads call during the first warm week. EXCEL builds urgency questions, service-area checks, and membership versus repair routing around how your board already works.

Answer no-heat and no-cool calls with the questions your dispatcher already needs. The agent does not diagnose the equipment.

Hear how an EXCEL receptionist can sound, then we tune it for a HVAC company.

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 HVAC example. Elliot is a demonstration receptionist — not a pre-built HVAC dispatcher. Your live system would be configured around your own workflows.

Try Elliot

Your microphone is only used during the live demo.

Calls a HVAC company actually gets

  • No heat

    Do you service my city?

  • No cooling

    Can someone come out today?

  • Strange noise / leak

    Are you the after-hours line?

  • Maintenance plan

    Maintenance plan is a real inbound conversation for a HVAC company — captured with your fields, not a generic script.

  • Replacement estimate

    Replacement estimate is a real inbound conversation for a HVAC company — captured with your fields, not a generic script.

  • Filter or thermostat questions

    Filter or thermostat questions is a real inbound conversation for a HVAC company — captured with your fields, not a generic script.

Workflows worth automating in HVAC companies

Urgency classification → service-area check → dispatch or morning slot The exits are yours.

  1. Primary path

    Urgency classification → service-area check → dispatch or morning slot

  2. Also: no-cool

    Install lead: system age, fuel type, home size

  3. Scheduling rules

    Needs on the board: Emergency windows; Maintenance memberships; Install consults.

  4. Qualification filter

    Ask every time: City / ZIP; Fuel type; System age; Owner vs tenant; Membership status.

How EXCEL could work in a HVAC company

Industry knowledge is a starting point. The build follows how this company already operates.

  • 24/7 answering

    After-hours no-heat calls going to voicemail

  • Dispatch-ready intake

    Incomplete intake before a technician is dispatched

  • Membership scheduling

    Install leads that never get qualified for system type or home age

  • Install lead qualification

    Install lead: system age, fuel type, home size

Hypothetical: no heat after hours

Illustrative. Not a recording, and not a diagnosis.

Caller
My furnace stopped working and it’s 20 degrees outside. We have two kids in the house.
EXCEL AI
I can follow the on-call rules. What’s the street address, is this a furnace or a boiler, and do you smell gas?
Caller
Furnace, 412 Maple. No gas smell. Thermostat is calling for heat.
Then
If your script marks no-heat with children as on-call, the tech is paged with address and symptoms. The agent does not tell anyone how to bypass a limit switch.

Nights, weekends, and overflow

No heat in January No cooling during a heat wave Overflow and nights use the same knowledge as daytime — It should not invent an answer outside approved knowledge.

What gets configured

  • Your meaning of “no-heat” — not a generic glossary
  • Your meaning of “no-cool” — not a generic glossary
  • Your meaning of “tune-up” — not a generic glossary
  • Your meaning of “package unit” — not a generic glossary
  • Your meaning of “heat pump” — not a generic glossary
  • Your meaning of “membership” — not a generic glossary
  • Intake field: City / ZIP
  • Intake field: Fuel type

When a person has to take it

Emergencies such as: No heat with infants or medically sensitive occupants. Anything missing from approved knowledge. Billing disputes, threats, and conversations you mark human-only.

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

EXCEL services that fit HVAC companies

The EXCEL services that usually fit this kind of work.

AI workflows for this industry

Dedicated service × industry pages — only when the workflow is actually different.

Related industries

Guides for this work

EXCEL implements from Troy, Michigan and remotely for companies across the United States. See markets.

Questions for this industry

Will it diagnose the equipment?

No. It collects symptoms and history you ask for. Diagnosis stays with technicians.

Can it page the on-call tech?

Yes, when your urgency rules say the call qualifies.

Can it handle HVAC emergency calls?

Yes, as intake and routing. You define what is urgent enough to wake someone. Diagnosis stays with technicians.

Can it distinguish maintenance from a no-heat call?

That split is a first question in a typical HVAC build: membership tune-up versus active no-heat or no-cool.

How would it handle a “no heat” call?

Using your workflow: Urgency classification → service-area check → dispatch or morning slot. It should not invent an answer outside approved knowledge.

Can it answer after hours for a HVAC company?

After-hours coverage is a typical build. Example from this trade: No heat in January. You decide what is urgent enough to page someone.

Can it help with emergency windows?

It can always collect a complete request. Live booking happens when a calendar or scheduling system can be securely connected. Rules for emergency windows and maintenance memberships are part of the build.

What does it ask before routing a HVAC company lead?

You define the list. Typical fields in this catalog: City / ZIP, Fuel type, System age, Owner vs tenant, Membership status. Unqualified work can still be treated politely.

The overnight no-heat call is the product. Everything else is configuration.

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