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Triage template

Maintenance triage script

A triage workflow for tenant, property, repair, or service-status calls that need severity, access, and owner routing.

Map triage workflowView all templates

Example dialogue

A safe starting point for the first call flow.

Treat this as a planning artifact, not a recording or customer transcript. The production version should use your approved greeting, disclosure, service rules, and escalation contacts.

Havio agent

I can help triage the maintenance request. What property or item is this about?

Caller

The heater is not working in apartment 3B.

Havio agent

I will capture the severity, access notes, and whether this is urgent. Is there heat in any room, and can someone access the unit?

Caller

No heat, and the tenant can provide access after 5.

Havio agent

I will create an urgent maintenance record with the access window and summary.

Qualification questions

  • Which property, unit, vehicle, asset, or account is affected?
  • What is the issue and when did it start?
  • Is there safety risk, access risk, active damage, or service outage?
  • Who can provide access or approval?
  • What status update or repair outcome does the caller expect?

Routing rules

  • Route safety, no-heat, water, lockout, or active-damage issues to urgent handling.
  • Create a standard ticket for routine repair or status requests.
  • Transfer when the caller disputes charges, threatens escalation, or reports regulated risk.
  • Keep the caller informed without promising repair time unless configured.

Output fields

  • Property, unit, asset, or vehicle identifier
  • Issue category and severity
  • Access notes and contact details
  • Ticket or work-order destination
  • Owner, SLA target, and escalation flag

Launch checks

  • Define severity labels and examples before launch.
  • Connect the ticket, work-order, or alert destination.
  • Test urgent, routine, duplicate, status-only, and angry-caller paths.
  • Review whether dispatchers can act from the summary without calling back for basics.

Launch readiness

Turn this template into a checklist before callers hear it.

Check the items your team has approved. The list becomes a practical demo brief for routing, knowledge, transfers, and post-call review.

Readiness score

0%

0 of 4 checks complete

Guardrails

The template is only launch-ready after the boundaries are approved.

Approve what the agent can say about prices, availability, timing, policy, and service scope.

Confirm when the agent must transfer, create a callback, or stop because the request is sensitive.

Test failed calendar writes, unreachable transfer contacts, missing caller data, and unclear intent.

Review transcripts during soft launch before expanding traffic or adding more call types.

Related buyer paths

Use this template with the pages buyers usually need next.

Property managementContinueAuto repairContinueWebhook routingContinue