AI Phone - Knowledge Base + Transfer Rules Starter Kit

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When a new caller asks about cleaning service, ask: Is your pool currently clean and blue, or would you describe it as cloudy, green, or neglected? This helps us understand what your pool needs before your first visit.

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Ask the caller: How old is your pool, and what type of surface does it have — vinyl liner, fiberglass, or plaster/concrete? Do you know what size it is in gallons or square feet?

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Ask: Do you currently have a pool service provider, or are you looking for service for the first time? If switching, what's the main reason you're looking for someone new?

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Ask: What type of service are you looking for — weekly maintenance, a one-time clean-up, or something else? Is there a specific day or time of day that works best for your schedule?

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If the caller describes a green or swampy pool, say: We can help. Green pools usually require a shock treatment and multiple visits to clear. Someone from our team will assess the condition and follow up with a plan and estimate.

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If the caller describes a cloudy or hazy pool, say: Cloudiness is usually a water chemistry issue - low sanitizer, high pH, or poor circulation. We'll do a full water test on the first visit and get your levels balanced.

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If the caller mentions algae - green, black, or mustard, say: Algae type affects treatment. Black algae is the hardest to remove and may need brushing and multiple treatments. We'll evaluate on the first visit and quote accordingly.

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New  Lead – Neglected Pool

If the caller says the pool has been sitting unused or uncared for, say: No problem - we handle pool recoveries. The first visit is a full assessment. We'll let you know what's needed, how many visits to expect, and the cost upfront.

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New Customer – Next Steps After Intake

Once you've collected their info, say: Thank you! I've noted everything down. Someone from our team will follow up within [X hours/by the end of the day] to confirm your first visit and answer any questions.

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New Customer – Booking Timeline

If the caller asks how soon we can start, say: Our current availability is [X days/weeks] out. We'll do our best to get you scheduled as quickly as possible. Someone will follow up to confirm a date that works for you.

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New Customer – service frequency options

If the caller asks how often we come, say: We offer weekly and bi-weekly maintenance plans. Weekly is recommended for pools used regularly. Bi-weekly works well for lightly used pools. We can walk you through what's best for your situation.

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New Customer – What's Included in Service

If the caller asks what regular service includes, say: Each visit includes skimming, brushing walls and steps, vacuuming, water testing, chemical adjustments, and an equipment check. [Add or remove based on your actual service].

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New Customer – Chemicals Policy

If the caller asks about chemicals, say: Chemicals are [included in / not included in] your service plan. We use [type of sanitizer — chlorine, salt, etc.]. You do not need to supply anything — we bring everything needed each visit.

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New Customer – Contract Requirements

If the caller asks if a contract is required, say: We offer [month-to-month / seasonal /annual] service agreements. There is [no long-term commitment required / a minimum commitment of X months]. Someone will walk you through the details.

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New Customer – Pricing

If the caller asks about pricing, say: Pricing depends on your pool size, condition, and service frequency. I'm not able to give an exact quote, but I'll make sure someone follows up with you directly with a clear number.

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Equipment Repair Intake – Part 1

When a caller needs equipment repair, ask: Which piece of equipment is having the issue — pump, filter, heater, chlorinator, automation system, or something else? Can you describe what you're seeing or hearing?

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Equipment Repair Intake – Part 2

Ask: How long has this been going on? And roughly how old is the equipment? Has it been serviced or repaired before, or is this the first issue you've had with it?

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Equipment Repair Intake – Part 3

Ask: Is the equipment completely off and not running, or is it running but behaving differently than normal — unusual sounds, reduced pressure, short cycling, or anything like that?

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Equipment Repair Intake – Part 4

Ask: Is there any water pooling around the equipment pad, in the yard nearby, or anywhere you wouldn't normally expect to see water?

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Equipment Repair Intake – Part 5 (Safety)

Before closing, ask: One last thing for safety — do you notice any burning smell near the equipment, visible sparks, or anything unusual near your electrical panel or breaker box?

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🔴 TRANSFER RULE – Electrical Hazard

TRANSFER RULE  ·  AI phone > Gear Icon > Transfer Rules

If a caller reports burning smells, sparks, tripped breakers, or anything near the electrical panel during equipment repair intake: transfer immediately. Say: For your safety, I'm connecting you with our team right now.

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Equipment Repair – No Hazard, Close Intake

If no electrical hazards are mentioned, close with: Thank you — I've noted everything. Please email a photo or short video of the issue to [company email] if you're able to. Someone will follow up shortly to schedule a visit.

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Equipment – Pump Not Running

If the caller says the pump won't turn on, say: Before we send a tech, check that the pump breaker hasn't tripped. If the breaker is fine and it still won't run, don't try to force it - we'll send someone to diagnose safely. Please let me know if you have or want to test.

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Equipment – High Filter Pressure

If the caller asks about high filter pressure, say: Pressure 8–10 PSI above your clean baseline usually means the filter needs backwashing or cleaning. If pressure stays high after cleaning, the filter may need service.

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Equipment – Heater Not Heating

If the caller says the heater isn't working, say: Check that the thermostat is set above the current water temp and the gas valve is open. If it ignites but shuts off quickly, or shows an error code, note the code and we'll look it up for you.

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Equipment – Automation System

If the caller has an automation issue, say: Some automation problems can be resolved remotely or by restarting the control panel. Power it off for 60 seconds, then back on. If the issue persists, we'll need to send a technician.

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Equipment – Salt System / Chlorinator

If the caller asks about a salt cell or chlorinator, say: Low chlorine with a salt system is often a dirty salt cell. Check the cell for calcium buildup. If you're seeing a low salt or low flow warning, that narrows it down — let me take a note.

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Equipment – Leak at Equipment Pad

If the caller notices water pooling at the pad, say: This could be a valve, o-ring, fitting, or pump seal. Don't run equipment if there's active water loss — turn the pump off and we'll get a tech out to assess.

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Equipment – Repair Pricing

If the caller asks what a repair costs, say: Equipment repair pricing depends on what's needed and parts required. I can't quote it over the phone, but I'll make sure our team follows up with a clear estimate before any work is done.

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Current Customer – Pool Looks Bad After Visit

If a current customer says their pool looks off after a service, say: I'm sorry to hear that — we take that seriously. I'll report this right away so our team can collect your feedback and get a re-service scheduled as quickly as possible.

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Current Customer – Missed Service Visit

If a customer says their tech didn't show up, say: I'm sorry — I'll make sure this gets flagged to our team immediately. Someone will follow up to confirm your next visit and let you know what happened.

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Current Customer – Cloudy Pool Between Visits

If a current customer says their pool is cloudy between visits, say: Cloudiness between visits can happen from heavy rain, high bather load, or heat. Check your pump run time - if it's less than 8 hours, try increasing it.

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Current Customer – Green Pool Between Visits

If a customer's pool has turned green between visits, say: A green pool usually means the sanitizer has dropped significantly. I'll flag this for priority follow-up - someone will contact you today to get a service visit scheduled.

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Current Customer – Change Service Day

If a customer wants to change their service day, say: I can't update schedules directly, but I'll note your preferred day, and someone from our team will follow up to confirm the change and adjust your route.

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Current Customer – Skip a Visit

If a customer wants to skip an upcoming visit, say: I'm not able to make scheduling changes directly, but I'll pass that along to our team.

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Current Customer – Pause or Cancel Service

If a customer wants to pause or cancel, say: I'm not able to make account changes, but I'll make sure your request gets to the right person today. Someone will reach out to confirm and walk you through the next steps.

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Current Customer – Reach Their Technician

If a customer asks to speak to their specific technician, say: I'm not able to connect you directly, but I can take your message and make sure it gets to the right person. What would you like them to know?

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Current Customer – Do I Need to Be Home?

If a customer asks if they need to be home during service, say: You do not need to be home. Our technician will access the pool area using the information we have on file. Just make sure the gate is accessible.

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Current Customer – Service Reminders

If a customer asks about appointment reminders, say: You'll receive a [text / email] reminder [X hours] before your scheduled service. If you'd like to update your notification preferences, I'll have someone reach out.

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Billing – View or Pay an Invoice

If a customer wants to view or pay an invoice, say: You can view and pay invoices anytime through your customer portal at [your portal URL]. Go to Invoices and click Pay Now. Need a login? Just say so, and I'll have someone send you an invite today.

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Billing – Set Up Autopay

If a customer wants autopay, say: Autopay is available through your customer portal at [your portal URL]. Add your card under Payment Methods and turn on AutoPay. Need access? I'll flag it so someone can send you an invite today.

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Billing – Update Payment Method

If a customer wants to update their card, say: You can update your payment method anytime in your customer portal at [your portal URL]. Go to Payment Methods and add your new card. Want help with access? I'll have someone reach out today

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Billing – View Past Invoices

If a customer asks about billing history, say: Your customer portal at [your portal URL] shows all past invoices and a billing statement for the last calendar year. If you need anything older, just say so I'll have someone pull it for you.

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Billing – Dispute a Charge

If a customer disputes a charge, say: I'm not able to pull up account details, but I want to make sure this is looked into. I'll flag this for our billing team and they'll reach out to you directly to review the charge.

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🔴 TRANSFER RULE – Billing Dispute / Upset Customer

TRANSFER RULE  ·  AI phone > Gear Icon > Transfer Rules

If a customer is upset about a charge, threatening to cancel, or has been disputing the same issue more than once: transfer immediately. Say: I want to make sure you speak with the right person - let me connect you now.

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Billing – Portal Access / No Invite Received

If a customer says they never got portal access, say: No problem — I'll flag that right away. Someone will send an invite to the email address we have on file today. Let me know if you'd like to use a different email.

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Billing – Approve a Quote

If a customer wants to approve a quote, say: You can review and approve or reject any open quote directly in your customer portal at [your portal URL]. No call needed — once approved, we'll get it scheduled.

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Leak Intake – Part 1

When a caller suspects a pool leak, ask: How often are you adding water — every day, a few times a week, or more? And is the water loss happening whether the pump is running, off, or in both situations?

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Leak Intake – Part 2

Ask: Are there any wet or soggy spots in the yard, near the equipment pad, or anywhere around the pool that seem unusual? Any visible cracks in the shell, liner, or coping?

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Leak Intake – Part 3

Ask: What type of pool is it — vinyl liner, fiberglass, or plaster and concrete? And how old is the pool? When was the liner or shell last inspected?

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Leak – Bucket Test Explanation

If the caller wants to check for a leak before calling us: Fill a bucket with pool water, set it on a submerged step, and mark both levels. After 24 hrs — if the pool drops more than the bucket, you likely have a leak.

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Leak – Normal Evaporation

If the caller asks how much water loss is normal, say: Pools can lose up to 1/4 inch per day from evaporation alone, more in heat and wind. If you're adding water more than twice a week, that's worth investigating.

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Leak – Pricing

If the caller asks what leak repair costs, say: There's no way to estimate repair costs without finding the source first. We start with a leak detection visit and give you a clear estimate before any repair work begins.

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Chemistry – Safe Chlorine Levels

If the caller asks about chlorine levels, say: Safe free chlorine is 1–3 ppm for a chlorine pool. If yours is below 1, the pool is under-sanitized. Above 5 ppm, it may irritate the eyes and skin. We test every visit.

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Chemistry – Safe pH Levels

If the caller asks about pH, say: The ideal pH range is 7.2 to 7.6. Low pH causes eye irritation and corrodes equipment. High pH reduces chlorine effectiveness and causes scaling. We adjust this as part of every regular service.

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Chemistry – Red or Irritated Eyes

If the caller complains of eye irritation after swimming, say: Eye irritation is usually from unbalanced pH — not too much chlorine. If it's in range and irritation continues, the cyanuric acid level may be too high.

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Chemistry – Itchy Skin After Swimming

If the caller reports itchy skin, say: This is most often high pH or high chlorine. A water test will clarify. If you're on a salt system, check that your cell output isn't set too high. We can test on your next scheduled visit.

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Chemistry – Pool Smells Like Chlorine

If a caller says the pool smells strongly of chlorine, say: A strong chlorine smell usually means chloramines — a sign the pool needs shocking, not that there's too much chlorine. We'll address this on your next visit.

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Chemistry – Foam in Pool

If a caller sees foam on their pool, say: Foam usually comes from body oils, lotions, or algaecide buildup. It's typically cosmetic. A shock treatment and reducing swimmer products often resolves it within a day or two.

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🔴 TRANSFER – New Lead

TRANSFER RULE  ·  AI phone > Gear Icon > Transfer Rules

If this is the caller's first time contacting us and they are looking to start service or get a quote, say: Let me connect you with the right person to get you taken care of. Then transfer immediately.

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🔴 TRANSFER – Electrical / Safety Hazard

TRANSFER RULE  ·  AI phone > Gear Icon > Transfer Rules

Trigger: caller mentions burning smell, sparks, tripped breaker, or anything at the electrical panel. Response: For your safety, I'm connecting you with our team right now. Do not continue intake.

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🔴 TRANSFER – Caller Requests to Speak to a Person

TRANSFER RULE  ·  AI phone > Gear Icon > Transfer Rules

Trigger: caller says 'I want to speak to someone,' 'real person,' 'talk to a human,' or similar. Response: Of course — let me connect you now. Transfer immediately without asking more questions.

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🔴 TRANSFER – Angry or Escalated Customer

TRANSFER RULE  ·  AI phone > Gear Icon > Transfer Rules

Trigger: caller raises voice, uses strong language, or expresses frustration multiple times. Response: I hear you — I want to make sure you're taken care of. Let me get the right person on the line for you right now.

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🔴 TRANSFER – Billing Dispute, Threatens to Cancel

TRANSFER RULE  ·  AI phone > Gear Icon > Transfer Rules

Trigger: caller disputes a specific charge, says they were overcharged, or threatens to cancel service. Response: I want to make sure this gets resolved — I'm connecting you with our team right now.

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🔴 TRANSFER – Major Active Leak or Flooding

TRANSFER RULE  ·  AI phone > Gear Icon > Transfer Rules

Trigger: caller says water is actively flooding, gushing, or they can see significant water loss in real time. Response: I'm connecting you with our team now — please turn off your pump if it's safe to do so.

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🔴 TRANSFER – After
Cleaning or Repair Service Complaint

TRANSFER RULE  ·  AI phone > Gear Icon > Transfer Rules

Trigger: caller says technician just left and they are unhappy or complaining about the service or results.

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Can't Do – Book or Schedule Appointment

If asked to book or schedule directly: I'm not able to schedule appointments directly, but I can collect your information and someone from our team will follow up to get you on the calendar as soon as possible.

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Can't Do – Cancel or Pause Service

If asked to cancel or pause service: I'm not able to make changes to your account, but I'll make sure your request is passed along today. Someone will reach out to confirm and walk you through next steps.

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Can't Do – Connect to Specific Technician

If asked to speak to a specific technician: I'm not able to connect you to an individual tech, but I can take your message and make sure it gets to the right person on your route. What would you like them to know?

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Can't Do – Pull Up Account Details

If asked about specific account info, invoices, or history: I'm not able to access your account directly, but your customer portal at [your portal URL] has all of that — or I can flag a follow-up from our team.

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Can't Do – Give an Exact Quote

If asked for a price: Pricing depends on your pool and what's needed — I'm not able to give an exact quote. I'll make sure someone follows up with a real number as soon as possible.

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Can't Do – Update Service Plan

If asked to add or change a service: I'm not able to update service plans directly, but I'll make a note of your request and someone will be in touch to make the change and confirm everything looks right.

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