Emergency Plumbing & Drainlaying
What happens when a customer calls?
Compare a burst pipe with a drain backing up. Open each example to see what your team would receive.
Burst pipe in a kitchen
"A pipe under our kitchen sink has burst. Can someone come out now?"
There247 asks: What's the property address, and is water still coming out?
Captures: Property address, where the leak is, whether water is still flowing and a callback number.
Next step: Try a warm transfer to the on-call plumber or send the details for an urgent callback, following your rules.
What your on-call plumber receives
Example SMS
URGENT: Burst pipe under kitchen sink at 12 Sample Road. Water still flowing. Caller needs help now. Callback: 021 XXX XXXX.
Example email
Subject: Urgent burst pipe callout at 12 Sample Road
Enquiry: Caller reports a burst pipe under the kitchen sink and says water is still flowing. They are asking for immediate help. Callback: 021 XXX XXXX.
Follow-up: Check whether a plumber can attend. Call the customer with the callout fee and estimated arrival time if attendance is available.
Example warm transfer
"Hi, this is Sofie from There247. I have a caller at 12 Sample Road with a burst pipe under the kitchen sink. They say water is still flowing and are asking if someone can come out now. Can I connect you?"
Drain backing up outside a shop
"The drain behind our shop is overflowing. Can someone look at it today?"
There247 asks: What's the shop address? Is the overflow staying outside, and how would the crew get to the drain?
Captures: Site address, affected area, whether the overflow is entering the building, access instructions and the site contact.
Next step: Route the enquiry to the drain team. The team reviews the reported conditions and decides how to respond.
What your drain team receives
Example SMS
DRAIN: Overflow behind shop at 24 Example Lane. Outside only, per caller. Access via rear lane. Help requested today. Site contact: 021 XXX XXXX.
Example email
Subject: Drain overflow behind shop at 24 Example Lane
Enquiry: Shop manager reports an overflowing drain behind the premises. The overflow is outside at the time of the call. The crew can reach the drain via the rear lane. Site contact: 021 XXX XXXX.
Follow-up: Check access, confirm whether a crew can attend today and call the site contact with the next step.
Example warm transfer
"Hi, this is Sofie from There247. I have a shop manager at 24 Example Lane with a drain overflowing behind the shop. They say it is still outside and you can reach it via the rear lane. They're asking if a crew can come today. Can I connect you?"
Your team confirms who can attend, the callout fee, the estimated arrival time and any booking.
Set up around your on-call roster
There247 understands how your business works. Add your services, hours, service areas and call-handling rules. Choose who takes urgent calls during the day, who is on call after hours and where routine enquiries go.
Keep your existing business number. There247 can handle simultaneous calls and send enquiry summaries by SMS or email. Use warm transfers for calls your team needs to take live. Set up in minutes.
