HVAC

HVAC dispatch software

HVAC dispatch is a judgement call: emergency or routine, service or install, junior tech or specialist, transfer now or callback later. Sophiie captures the call and gives dispatch better context.

Learn more about Sophiie's job management software.

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HVAC technician servicing an outdoor condenser unit on site

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Missed call from Sarah ChenNew booking confirmed for 1pmVoicemail transcribedWebsite form: bathroom downlightsInvoice #1042 marked paidDeposit received from Amy WuText reply sent to Toby Mercer

Quote request: switchboard upgradeText: are you free Thursday?After-hours call answeredFollow-up sent to Raj PatelCallback scheduled for 9amMissed call returned in 30sAppointment reminder sent

Emma Davies: power out in kitchenNew job card createdMarco Reyes: needs a quoteReminder sent to Tom BradleyPriya Sharma: hot water faultQuote approved: $2,400Review request sent to Dana Lee

Triage before routing

Sophiie captures symptom, system type, property type, address, urgency, access notes, and customer availability before dispatch decisions are made.

Australian tradesperson on a phone call while crouched at the entry of a house

Smart transfers for urgent calls

No-cooling, no-heating, commercial, after-hours, or named-person calls can route to the right technician with a warm brief.

Australian tradesperson taking a phone call while crouched beside a glass door on site

Technician assignment rules

Use priority, workload, area, or team rules to assign service calls, maintenance visits, and quote appointments.

Australian tradesperson crouching in a doorway on site using a smartphone

Callbacks instead of voicemail

If no one is free, Sophiie can capture the job, book a callback, and log the request for follow-up.

Australian tradesperson standing in a doorway reading a message on a phone

Job context in the field

Technicians can receive job notes, photos, address, call summary, booked time, and customer history from the job record.

Australian tradesperson in a hi-vis shirt on a phone call outside a brick house

How it works

Set up Sophiie once, then let the work flow

Define dispatch paths
Set emergency rules, after-hours routing, named contacts, service areas, technician assignment, and callback handling.
Capture the call brief
Sophiie records the symptom, urgency, system type, address, access, and preferred timing.
Transfer, assign, or book
Based on your rules, the request becomes a warm transfer, scheduled job, assigned task, or callback.
Keep the job record updated
Status changes, reschedules, customer updates, and notes stay attached to the job.

Dispatch depends on knowing what kind of call it is

A customer saying 'the air con is broken' could mean a blocked filter, a failed outdoor unit, a tenant with no cooling, a commercial issue, or a replacement opportunity. Dispatch needs enough detail to choose the right action.

Sophiie asks for that detail before the call is routed or booked. That gives the office and technician a cleaner starting point.

Smart transfers reduce repeated stories

When a call does need a person immediately, Sophiie can transfer it with context. The technician can pick up knowing who is calling, where they are, what the symptom is, and how urgent it sounds.

When nobody is free, Sophiie can book a callback instead of leaving the customer to voicemail.