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A step-by-step guide to building a home services AI agent in Thoughtly that answers every call, qualifies service type and urgency, routes emergencies to dispatch, books appointments, and follows up with SMS.
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Home services contractors — HVAC, plumbing, roofing, electrical, and similar trades — lose revenue every time a call goes unanswered. A missed call from a homeowner with a burst pipe or a broken AC unit is a lost job, often within minutes. Thoughtly's AI voiceAI voiceAn AI voice is synthetic speech produced by a text-to-speech model, using a selected or cloned voice to speak an agent's generated or scripted response. agents solve this by answering every inbound call, qualifying the service need, routing emergencies to your dispatch line, booking appointments, and following up with SMS — all without adding headcount.
This guide walks through building a home services AI agent in Thoughtly from scratch: greeting callers, capturing service type and urgency, scheduling appointments, transferring emergency calls, and automating post-call follow-up. You'll learn the exact node structure, variables, outcomes, and automations to deploy a production-ready agent.
Whether you run a single-location plumbing company or a multi-branch HVAC franchise, the same agent architecture applies. The examples below use real Thoughtly product mechanics — no invented features.
Cal.com, Calendly, or Acuity) for appointment bookingHubSpot, Salesforce, GoHighLevel, or Pipedrive) for contact syncingBefore you start, map out your call flow on paper. Know which service types you offer, which constitute emergencies, what your service hours are, and what information you need from each caller (name, address, phone, service type, urgency, preferred time).
In Thoughtly, navigate to Agents and create a new voice agentVoice agentA voice agent is a conversational software system that listens, responds, follows a defined workflow, and can take approved actions during a phone conversation.. Name it something recognizable — for example, "Home Services Intake Agent." In the Agent Builder, start with the Start node.
The Start node is the entry point for every call. For a home services agent, use a Message speak node (not Prompt) so the greeting is identical every time. Keep it tight:
Thank you for calling Acme Home Services. How can I help you today?Use the Company name field in agent settings to set your business name — this powers branded callingBranded callingBranded calling displays verified business identity, and sometimes a logo or call reason, on supported devices when a business calls. and caller ID display. Set it to your actual business name (for example, "Acme Home Services").
In the Start node's speech settings, enable Spell Numbers for any phone numbers or addresses the agent reads back. This prevents the TTSText-to-Speech (TTS)Text-to-Speech (TTS) converts written text into spoken audio, producing the voice a caller hears from an automated or AI-driven system. engine from garbling ZIP codes or street numbers.
After the greeting, connect a Speak node in Prompt mode. This node asks the caller what they need and collects key information. The prompt should be conversational but structured:
You are an intake agent for a home services company. Ask the caller what service they need. Collect the following: service type (HVAC, plumbing, electrical, roofing, or other), their address, and how urgent the situation is. If the caller mentions water leaking, gas smell, no heat in winter, no AC in extreme heat, or any safety concern, flag this as an emergency. Be concise and friendly. Do not quote prices or promise specific arrival times.Define variables on this node to extract structured data for downstream branching:
service_type: Text. Extract the service category the caller describes (HVAC, plumbing, electrical, roofing, other).service_address: Text. Extract the caller's address. Normalize to a single line.is_emergency: Boolean. Return true if the caller describes a safety risk, water damage, gas smell, no heat in freezing weather, or no AC in extreme heat. Otherwise false.caller_name: Text. Extract the caller's first and last name if provided.preferred_time: Text. Extract the caller's preferred appointment window if mentioned.Set each variableVariableA variable is a named value captured, calculated, or retrieved during a conversation and reused in logic, messages, actions, or integrations.'s Source to Current speak node so extraction pulls from the most recent caller reply, not the full conversation history. This reduces the chance of stale or mixed values.
On the qualification Speak node, add rule-based outcomes (not prompt-based) for deterministic routing. Rule-based outcomes evaluate variables top-to-bottom and take the first match — critical for safety-sensitive emergency dispatch.
Create three outcomes in this order:
is_emergency == true → routes to a Transfer node connected to your dispatch line.service_type is not empty → routes to the appointment scheduling node.The order matters. If the Else outcome were first, it would always match and the emergency check would never run. Always place the most specific rules above general ones.
This pattern — Variables → Rule-based Outcomes → deterministic routing — is the recommended approach for any safety-adjacent decision. The Thoughtly docs explicitly warn against using prompt-based outcomes for compliance-critical or safety-critical paths.
When the emergency outcome fires, route to a Transfer node configured as a Phone Router transfer. Set the destination to your dispatch line — the number a human dispatcher or on-call technician answers.
In the Transfer node's optional Message field, add a brief pre-transfer message so the caller knows what's happening:
It sounds like this is an emergency. I'm connecting you to our dispatch team right now. Please stay on the line.The transfer occurs immediately after the message. Phone numbers are validated in real-time using country-aware formatting rules, so you don't need to worry about formatting edge cases in the destination field.
Enable Early Summaries on this Transfer node. Early summaries generate a concise context summary before the transfer completes, so your dispatch team receives caller context (service type, address, emergency description) the moment they pick up — not after the call ends.
For non-emergency calls, route to a Speak node in Prompt mode that handles appointment scheduling. This node confirms the service type, offers available times, and books the appointment.
If you've connected a scheduling integration (Cal.com, Calendly, or Acuity), add a scheduling Action to this Speak node. The action checks availability and books directly during the call.
The recommended pattern from Thoughtly docs is: Speak node collects preferred time → Action schedules appointment → rule-based outcomes check booking_status → confirmed or retry.
booking_status == "confirmed": speak a confirmation message, then send an SMS with the appointment details, then End.You are a scheduling assistant for a home services company. The caller needs {service_type} service at {service_address}. Offer the earliest available appointment. If the caller accepts, book it. If no times are available today, offer tomorrow's first available slot. Confirm the booking details before ending the call.Use the bolt icon in the prompt editor to insert variable chips like service_type and service_address. Variables are extracted earlier in the conversation and available for reference in downstream nodes.
If you don't use a scheduling integration, the agent can still collect preferred times and write them to your CRMCRMA CRM is the system used to manage leads, contacts, accounts, opportunities, activity, ownership, and follow-up. or a webhookWebhookA webhook sends event data from one system to another through an HTTP request when a defined event occurs. as a lead note. Your dispatch team follows up to confirm.
After a successful booking (or even for non-booked calls), add a Send SMS action to the scheduling or end node. This sends the caller a text with their appointment details, service type, and a contact number.
Hi {caller_name}, your {service_type} appointment with Acme Home Services is confirmed for {preferred_time}. We'll text you when the technician is on the way. Call us at 555-0100 if you need to reschedule.SMS messages can be sent during calls or as part of automation workflows using the Send SMS action. For post-call SMS, use an Automation with the On Call Completed triggerTriggerA trigger is an event or condition that starts, resumes, changes, or stops an automated workflow. instead of a mid-call action.
Create at least two End nodes — one for the happy pathHappy pathThe happy path is the ideal route where expected inputs are available and the conversation reaches its intended outcome without detours. (appointment booked) and one for fallbackFallbackA fallback is a safe alternate path used when input is unexpected, a tool fails, or the agent cannot complete the intended step confidently. (caller not interested, could not book, or service areaService areaA service area is the geography in which a business can provide a particular service, product, appointment, or licensed activity. not covered).
Happy path End node message:
You're all set. We'll see you at your appointment time. If you have any questions before then, give us a call. Thanks for choosing Acme Home Services. Have a great day!Fallback End node message:
I wasn't able to book an appointment right now, but I'll pass your information to our team and someone will reach out shortly. Thanks for calling Acme Home Services.Each End node closes the conversation gracefully and hands control back to any downstream automations. The End node's message is spoken verbatim, so review it for accuracy.
After the call ends, a post-call automation handles CRM updatesCRM updatesCRM updates are changes written after or during a conversation, such as status, notes, owner, next step, appointment, or disposition., dispatch notifications, and analytics. Create an Automation with the On Call Completed trigger, scoped to this agent.
The On Call Completed trigger fires after a call ends and provides rich call data: durations, outcomes, variables captured, action flags, transfers, and voicemail detectionVoicemail detectionVoicemail detection identifies whether an outbound call reached a live person or an answering system, then selects the appropriate next action.. Use this to build your post-call workflowWorkflowA workflow is a defined sequence of steps, decisions, actions, delays, and outcomes used to complete a business process..
A typical home services post-call automation:
If you use HubSpot, Salesforce, or GoHighLevel, replace the webhook step with the native CRM integrationCRM integrationA CRM integration connects an agent or communications platform with a CRM so the systems can exchange records, events, and actions. step. Map fields from the trigger payload (service_type, service_address, is_emergency, booking_status) directly to CRM properties.
Create a Genius knowledge baseKnowledge baseA knowledge base is a maintained collection of approved business information that an agent can use to answer questions. with Q&A entries covering your service area, service types, pricing ranges, business hours, and common FAQs. Attach it to the agent via Settings → Genius tab. This lets the agent answer questions like "Do you work on weekends?" or "What areas do you serve?" without scripting every possible question.
Keep Genius content in strict Q&A format for faster retrieval and fewer hallucinations:
Q: What areas do you serve?
A: We serve the greater Austin metro area, including Round Rock, Cedar Park, Pflugerville, and Georgetown.
Q: Do you offer emergency service?
A: Yes, we offer 24/7 emergency service for plumbing and HVAC. Call our main number and select the emergency option.
Q: What are your business hours?
A: Our normal business hours are Monday through Friday, 7 AM to 6 PM. Emergency service is available 24/7.Review Genius content regularly. The docs caution that outdated scheduling data or stale information in Genius can confuse the agent — especially time-sensitive details like seasonal hours or service area changes.
Thoughtly provides two testing tools: Test Agent (text chat) for fast logic verification and Call Me (real call) for voice and transfer testing. Test in this order:
Use the Test Agent's sample metadata feature to inject test contact data (name, phone, address) so you can verify variable interpolation without making real calls.
Track these metrics after deploying your home services agent:
is_emergency extraction instructions if needed.Use Thoughtly's Search Calls feature to review call transcripts, filter by outcome, and spot patterns. Regular review — weekly at minimum — helps you catch and fix issues before they cost jobs.
Yes. Define service_type as a Text variable and let the prompt capture whatever the caller describes. The agent can route differently based on the extracted value using rule-based outcomes — for example, plumbing emergencies go to one dispatch line, HVAC emergencies to another.
Add a rule-based outcome that checks the service_address variable against your service area list. If the address doesn't match, route to an End node that politely explains you don't serve that area. You can also store your service area in a Genius knowledge base and have the agent check during the conversation.
Yes. Deploy the agent on your inbound number and it answers 24/7. For after-hours calls, you can adjust the prompt to inform callers of your business hours, offer emergency-only dispatch, and book non-urgent appointments for the next business day. See the Thoughtly after-hours guide for a detailed walkthrough.
The is_emergency variable uses AI extraction with explicit instructions. You define what counts as an emergency for your business — gas leaks, water damage, no heat in freezing weather, no AC in extreme heat, electrical sparking, etc. The extraction instructions tell the model to return true only when these conditions are present. For extra safety, use rule-based outcomes so the routing is deterministic once the variable is set.
Yes, but build a separate agent for outbound campaigns with a different prompt and flow. Outbound agents need a reason for calling (set in the Reason for calling field) and should reference the contact's history. Trigger outbound calls using Automations — for example, a recurring schedule that calls back quotes that weren't booked, or a webhook from your CRM when a lead is assigned.
Thoughtly Agent Builder documentation — Node types and conversation flowConversation flowA conversation flow is the designed path through greeting, intent capture, qualification, actions, routing, fallback, and closing.
Thoughtly Variables documentation — Data extraction and validation
Thoughtly Outcomes documentation — Rule-based vs prompt-based branching
Thoughtly Actions documentation — Mid-call integrations and scheduling
Thoughtly Automations documentation — Post-call workflows and triggers
Thoughtly Genius documentation — Knowledge base setup and Q&A formatting
Thoughtly — Home Services solution page
Thoughtly blog — How to Handle After-Hours Calls with AI Voice Agents
Thoughtly blog — How to Build an Appointment-Setting AI Agent
Thoughtly blog — AI Agents for Home Services Missed-Call RecoveryMissed-call recoveryMissed-call recovery reconnects with a caller who reached the business but did not connect with the intended person or team.
Thoughtly blog — How to Build an AI ReceptionistAI receptionistAn AI receptionist is a voice agent configured to answer inbound calls, identify what the caller needs, route requests, and complete front-door tasks such as booking. with Thoughtly
Thoughtly blog — How to Use SMS After a Missed Call Without Annoying Prospects
