Check the promise
Compare the service page, contact form, confirmation message, and staff response. Remove fields that do not change the next decision.
Tip: Submit your own form from a phone once a month and time how long the reply takes.
Learn / Contractors + field services
A clearer path from lead to estimate.
A practical sequence for checking what a contractor asks, what a customer needs to know, and where the request goes next.
01 / Practical sequence
Start with the actual lead
Use one current phone, form, or message path. Record the service, location, urgency, preferred language, and next step a real person needs.
Route by facts
Send only approved fields to the correct owner or service area. A Spanish or bilingual request may need human review instead of automatic translation.
Tip: Route on structured fields such as service and ZIP code. Free-text notes vary too much to route on reliably.
Pilot one service
Choose one high intent service and one service area. Review a small set of synthetic examples, labelled as examples, before using live requests.
Tip: Pick the service that brought the most requests last month, so the pilot sees enough volume to judge.
Measure the handoff
Track received, complete, assigned, contacted, and unresolved states. Treat these as operating checks, not promised lead results.
Tip: Review the unresolved list every week. It shows exactly where requests get stuck.
02 / Evidence limits
Know what the handoff can prove.
This guide is an operating checklist, not a claim about rankings, lead volume, conversion rate, or response quality. Verify each result against the current page, message, and owner.
- Evidence to keep
- Record the page, form, confirmation, timestamp, service area, and owner response. Apply WCAG 2.1 AA checks to labels, keyboard access, focus, and contrast.
- Human decision
- Let a person resolve urgency, language nuance, unusual property details, and requests that fall outside the approved route.
- Pilot boundary
- Test one service and one area with labelled examples before routing live requests.
- Recovery path
- Keep a visible phone or manual queue when a form, integration, or notification fails.
03 / Continue
Related paths.
Use the relevant service page to turn this checklist into a clear first review.
Next / Review
Tell us where work gets stuck.
Share the current path, the failure point, and the evidence you can safely share. We will explain what to check first, what the work involves, and what happens next.