Collect diagnostic context without guessing
Ask for appliance category, brand if relevant, ZIP code, and a short symptom description. Model information may help your team prepare, but the website should not diagnose the fault or confirm a repair price from a brief description. Publish only brands and jobs your team supports.
Make appointment status explicit
A requested visit should remain pending until dispatch confirms it. Explain diagnostic fees and service conditions using approved business policies. Follow up messages must use the confirmed time and should change when a customer reschedules or cancels.
What it looks like in practice.
A washer request includes brand, symptom, and ZIP code. The coordinator confirms that the job is in scope and contacts the customer with available times. An internal task remains open until the appointment is confirmed, preventing a form receipt from being mistaken for a scheduled visit.
What to measure.
Track in-area requests, supported appliance requests, appointments confirmed, and missed handoffs between the form and dispatch.