Work Order Intake Triage Desk

The problem this kills

Your phone rings. A customer is upset, the HVAC is down, and your CSR is scribbling on a sticky note. Half the time the work order that lands in dispatch is missing the gate code, the right contact, the unit serial, or any clue about what's actually broken. So a tech rolls a truck, can't get through the locked gate, and the job bounces back. Now you're rescheduling, the customer is angrier, and you've burned a half-day of labor on nothing.

The root cause is almost never a lazy CSR. It's that there's no system making sure every call type captures the right details. An intake that's perfect for "no heat" is useless for "water leak under sink" - different questions, different urgency, different access needs. A blank notes box doesn't know that.

This tool fixes the intake at the source: it asks the right questions for each problem type, refuses to let an incomplete work order through, and puts a dispatcher in the loop to approve before anything moves.

What you'll build

A clean, login-protected "intake desk" your team opens when a call comes in:

• A guided intake form that captures customer, site, problem, access details, and urgency.
• Smart follow-up questions that change based on the problem type the CSR picks - so a "leak" asks about shutoff valves and a "no cooling" asks about the thermostat and unit location.
• A live completeness check that won't let a work order be submitted until the required fields for that problem type are filled.
• A drafted, structured work order with a suggested priority based on your SLA rules.
• A dispatcher review queue where a human checks the draft, fixes any field, and clicks Approve - and only then does it enter the dispatch queue.
• A one-click clean CSV export in the exact columns your field-service management (FSM) system expects.

What's inside the Implementation Plan

The plan is a complete, copy-paste runbook. You don't write code - you paste prompts into an AI coding agent and answer its questions.

The very first thing it does is interview you about your business. It asks how calls come in today, what your customer/site data looks like, your real problem types and the fields each one needs, your priority and SLA rules, and the messy edge cases (after-hours calls, warranty jobs, "customer says it's an emergency but it isn't"). It reflects a short tailored spec back to you for a thumbs-up - so you get a tool shaped around your operation, not a generic template.

From there it walks you step by step: set up the database tailored to your problem types, build the guided intake form, add the completeness rules, build the dispatcher approval queue, wire up notifications, and add the CSV export and import fallback. Every step ends with a ready-to-paste prompt.

The governance it includes (this is the point)

This isn't a toy form. It's built with the controls a real service operation needs:

• Login so only your team can use it.
• Row-level security so each company only ever sees its own work orders.
• A complete audit trail - who captured the call, who approved it, what changed, and when.
• A human-in-the-loop approval gate - the system drafts, a dispatcher reviews and approves, and only then does the work order commit to the queue or export.
• Duplicate guards so the same customer + site + problem called in twice within 24 hours doesn't create two trucks rolling to the same job.

Who it's for

CSRs and intake coordinators who take the calls, dispatchers who triage and assign, and service managers who are tired of incomplete work orders bouncing back. If you run field service - HVAC, plumbing, electrical, appliance repair, facilities - and you've ever sent a truck on a job that was missing half the details, this is for you.

You've got this - paste the first prompt and let the agent interview you.