Booking, technician and AMC messaging for home services
Take bookings, tell customers who is coming and when, keep technician numbers private and renew AMCs before they expire.
Which channels should a home services business use?
AC, RO, pest control, appliance repair and cleaning businesses usually confirm bookings and share the technician's name and visit window on WhatsApp, mask calls between customers and technicians through an IVR, send SMS for job-completion OTPs and payments, use AI Voice for AMC and periodic service reminders, and offer a missed call number for quick bookings.
Updated
Key facts: messaging and calls for home services and tradespeople
- Start with
- WhatsApp Business API (Visit details and payments)
- Channel mix
- WhatsApp Business API, IVR, Bulk SMS, AI Voice, Missed call service
- One account
- Shared contacts, delivery reports and webhooks across every channel
- Integration
- REST API and webhooks into any CRM or app that can call an API. API and webhooks
- Pricing model
- Prepaid credits quoted by volume, GST extra; WhatsApp at Meta's rate by category plus a platform fee. How pricing works
Which channels work best for home services and tradespeople?
How do the channels work together for home services and tradespeople?
- BookingMissed call or WhatsAppThe customer gives a missed call from the sticker on their AC and picks a slot on WhatsApp.
- Visit dayTechnician detailsName, photo and arrival window on WhatsApp; the technician calls through a masked number if the address is unclear.
- Job doneSMS OTP and invoiceThe customer shares an OTP to close the job and receives the invoice and pay link.
- Next seasonAI Voice reminderBefore summer, an AI call offers AC servicing or AMC renewal and books a date.
What does each channel do for home services and tradespeople?
- Booking confirmed
- Technician on the way
- Start-job and completion code
- Booking confirmation with window
- Technician on the way
- Visit verification code
- Technician on the way
- Booking confirmation
- Pay after service
- Booking by service type
- Technician to customer masking
- Re-visit and complaint line
- Visit confirmation
- AMC service due
- Filter and consumable reminders
- Service request from the sticker
- Instant acknowledgement
- AMC renewal on reminder
Step-by-step guides for home services and tradespeople
Use-case guides with templates, set-up steps and metrics that fit this industry.
Questions about messaging for home services and tradespeople
Why should a home services business use call masking?
Call masking keeps both sides' personal numbers private, which matters when technicians leave or take side jobs. Customers keep calling your business instead of the technician directly, and every call is logged and can be recorded, which helps settle disputes about arrival times or quotes.
Is WhatsApp or SMS better for technician visit updates?
WhatsApp is better when you want to share the technician's photo, a location link or a reschedule button. SMS is the reliable fallback for customers without WhatsApp and for the completion OTP, which has to arrive on any phone.
How does a job-completion OTP work?
When the technician finishes, your system sends an SMS OTP to the customer, who reads it out, and the technician enters it in their app to close the job. It confirms the visit really happened and reduces false closures; the SMS uses a DLT-registered OTP template.
Can AI Voice handle AMC renewal calls for us?
Yes. The AI agent calls customers before the AMC expires, explains what the renewal covers using your script, sends the payment link on WhatsApp after the call and books the first visit. Repair complaints and billing disputes are passed to your service team.
Do we need DLT registration for booking SMS?
Yes. Register the business, header and templates on a DLT platform. Booking, visit and OTP messages go as transactional or service messages, while summer AC service offers to past customers are promotional and are sent only between 10 am and 9 pm to non-DND numbers.
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