Every callout assessed and routed — in under 60 seconds
A custom website and AI triage system for a plumbing business. Customer reports their issue, Claude AI assesses the severity, and the right job card fires to the plumber instantly — URGENT, SOON, or ROUTINE. Every callout handled, nothing missed.
Emergency calls, no system — chaos every day
When every callout comes in by phone, the plumber has to stop what they're doing, assess whether it's urgent, decide on a response time, and relay that to the customer — while already on a job. Urgent emergencies and minor drips get treated the same way: a phone call that may or may not get answered.
High-value emergency jobs — burst pipes, major leaks — were getting lost in the same queue as routine enquiries. No prioritisation, no instant acknowledgment, no way to triage without picking up the phone.
Before
Report → AI assessment → instant routing
Customer reports the issue
Via the website form: issue type, whether water is actively flowing, rooms affected, when it started, and optional photos. Takes under two minutes.
Claude AI assesses severity
The n8n workflow passes the details to Claude, which analyses the inputs and assigns a priority level — URGENT (burst pipe, major leak), SOON (fault developing), or ROUTINE (non-emergency) — along with a severity score and suggested response window.
Customer gets an instant response
Within 60 seconds, an automated SMS and email fires to the customer confirming their issue has been received, their priority level, and a clear timeline for when to expect a call.
Plumber gets a routed job card
URGENT jobs trigger an immediate SMS and job card email to the plumber — customer details, issue description, priority badge, severity score, address, photos, and a one-tap call button. SOON jobs get the same card. ROUTINE jobs are logged to a Google Sheet for the plumber to review when available.
End-of-day summary
A daily summary email goes to the plumber with all jobs handled, response times, and a breakdown by priority — no chasing through notifications to piece together the day.
Three levels, three responses
URGENT
Burst pipe, major leak, flooding. Immediate SMS + job card to plumber. Customer told to expect a call within the hour.
SOON
Fault developing, slow leak, no hot water. SMS + job card queued for same-day or next-day response.
ROUTINE
General maintenance, non-urgent enquiry. Logged to Google Sheet. Plumber reviews when available.
Built to run, not to be managed
n8n
Workflow automation engine. Handles the entire triage and routing logic.
Claude AI
Analyses each callout, assigns a priority level, and generates the job card.
Twilio
Fires instant SMS confirmations to customers and job alerts to the plumber.
Google Sheets
Logs routine jobs for the plumber to review when available.
Gmail
Sends branded confirmation emails and end-of-day summary reports.
What changed
<60s
Triage time
30–45 min
Saved per day
0
Urgent jobs missed
See it in action
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