Dispatch: how to take a call-out request and assign a technician to it
Sado AI team · · 4 min read
In short
A call-out works best in three steps. In the first call, fill in the whole job card: name, phone, address and landmark, what broke, the symptoms, urgency and a convenient time. Then the dispatcher picks the technician: the right skill, the nearest district and today’s workload. Finally, confirm a two-hour window with the customer, and have the technician call before arriving. Emergencies such as flooding or a gas smell can’t wait: they go straight to the on-call technician or to 104.
The job card: seven fields
Dispatchers lose most time calling customers back for a forgotten detail. Fill in the card in the first call:
| Field | Why |
|---|---|
| Name and phone | The technician calls before setting off |
| Address and landmark | The nearest technician is chosen by district |
| What broke: appliance, brand | The right person and parts are prepared |
| Symptoms | “Leaking”, “won’t switch on”, “noisy”: the technician knows in advance |
| Urgency | Emergencies skip the queue |
| Convenient window | When the customer will be home |
| Warranty or a past visit | For a repeat job, send the same technician |
How to choose the technician
- Skill: air conditioners, washing machines, plumbing, electrics; each to their own.
- District: whoever is working nearby that day. Travel time costs money too.
- Workload: how many jobs they have today. Not six for one and one for another.
- Parts: know in advance whether they need to bring a part or will diagnose on the first visit.
- Send the card to the technician, via a Telegram group or the CRM, and get confirmation they accepted it.
- Confirm the time with the customer.
How to give the customer a time
- Not an exact minute but a two-hour window: “tomorrow between 10:00 and 12:00”.
- Have the technician call when setting off, or 30 minutes before arriving.
- If they’re running late, call the customer yourself; don’t wait to be asked “where are you?”.
- In the evening, make a short confirmation call for tomorrow’s jobs: will the customer be home, has the time changed?
Sample call: a leaking washing machine
Sado: Assalomu alaykum, Usta Bor service, this is Malika.
Caller: Water’s leaking from under my washing machine. I need a technician.
Sado: Sure. What brand is the machine, and since when has it been leaking?
Caller: Samsung. It started today during a wash; I’ve switched it off.
Sado: Good move. What’s your address and the nearest landmark?
Caller: Mirzo Ulugbek district, the blocks by Buyuk Ipak Yo‘li metro.
Sado: A technician can come tomorrow between 10 and 12. They’ll diagnose it on the spot and tell you the repair price before starting. Does that work?
Caller: Yes, I’ll be waiting.
Emergency call-outs can’t wait
- Flooding: tell the customer to shut the main water valve and put the call straight through to the on-call technician.
- Gas smell: no gas appliances, open the windows and call 104. This isn’t a technician’s job.
- Sparking wiring or a burning smell: switch off the breaker, and call 101 if needed.
- Write the emergency rule down: who’s on call, which number, who’s next if they don’t answer.
The AI operator and the dispatcher together
Sado’s AI operator takes call-outs day and night and fills in all seven fields in Uzbek or Russian. By your rule it puts emergencies straight through to the on-call technician. Each call’s card with the recording can go to your Telegram group, to the CRM if you use Bitrix24, and to other software by webhook or API.
The dispatcher assigns the technician, because they know the districts and the workload. Confirmation calls for tomorrow’s jobs can run through outbound calls on a list. Try it live or call 78 778 01 23.
Questions
Does the AI operator assign the technician itself?
No, the dispatcher does. The AI operator records the call-out in full and sends the card to your Telegram group or CRM; if your software works with an API, the card can go there too.
Can we give the customer an exact time?
A two-hour window is better: the previous job may run over. If the technician calls when setting off, waiting is easier for the customer.
What happens to a call-out that comes in at night?
If it’s an emergency, the call is put through to the on-call technician by your rule. A normal call-out is recorded, and in the morning the dispatcher assigns someone and confirms the time with the customer.