Solution
Emergency dispatch answering that pages the right person fast.
At midnight, a caller with a burst pipe or a failed HVAC unit needs to reach a human. Leap answers the call, determines whether it is a genuine emergency, gathers the details, and pages your on-call tech immediately. Non-emergencies are handled without waking anyone.
Emergency dispatch answering identifies urgent after-hours calls, collects the necessary details, and pages the on-call technician or staff member in real time. Non-emergency calls are handled by the AI without escalation. Leap runs this triage on every after-hours call so the right person is woken up for the right reason. Setup takes about five minutes.
Immediate page. Leap pages your on-call tech within seconds of confirming an emergency, so the caller is not left waiting.
Triage first. Leap asks the right questions to determine whether a call is a genuine emergency before escalating to a human.
Non-emergencies handled. Routine after-hours calls are resolved by Leap without escalating to your on-call staff.
5 min. Emergency dispatch rules are configured in about five minutes from your Leap dashboard.
Every call logged. Emergency and non-emergency calls are both logged with full transcripts so you have a record of every after-hours contact.
What is emergency dispatch answering for a service business?
Emergency dispatch answering is an after-hours service that answers calls, assesses urgency, collects the caller's details and situation, and pages an on-call technician when the call qualifies as an emergency. Non-emergency calls are handled without waking anyone.
HVAC companies, plumbers, electricians, and property managers all face after-hours calls that range from true emergencies, a furnace down in January, a flooded basement, a power outage, to calls that can wait until morning. The job of a dispatch service is to tell the difference.
Why does emergency triage matter as much as the dispatch itself?
If your on-call technician is paged for every after-hours call, they burn out fast and start ignoring pages. If they are never paged until morning, a real emergency goes unaddressed and a customer is without heat or water all night.
Good triage matches urgency to response. Leap asks structured questions, like whether the system is fully down or just underperforming, whether there is a risk of property damage, and whether the issue started within the hour. Those answers determine whether to page immediately, schedule a morning call, or handle the inquiry directly.
Safety-related calls escalated immediately
Gas leaks, electrical hazards, and flooding triggers an immediate page regardless of the hour.
Comfort calls scheduled for morning
A system running but not cooling well is important but not urgent. Leap schedules the service call without paging.
Details captured before the page
Your on-call tech receives the caller's name, address, issue description, and contact before the page arrives.
Non-emergencies logged, not escalated
Routine after-hours questions are answered from your knowledge base and logged. The on-call tech is not disturbed.
How Leap handles an after-hours emergency call
A caller rings your line at 2am. Leap answers and asks what is happening. Based on your emergency criteria, Leap determines urgency. For a true emergency, it collects the caller's address and contact and immediately sends an alert to your on-call number with the full details. For a non-emergency, it handles the call, schedules a morning service call, and logs everything.
You define what counts as an emergency for your business. Leap applies those criteria on every after-hours call, consistently, without judgment or fatigue.
How it works
- 01
Define your emergency criteria.
Set what counts as a dispatch-level emergency for your business. Leap applies these criteria on every after-hours call.
- 02
Leap triages every after-hours call.
Leap answers, asks the right questions, and determines urgency. True emergencies trigger an immediate page with the caller's details.
- 03
On-call gets the details, non-emergencies get logged.
Your tech receives name, address, and issue description. Routine calls are handled and logged without a page.
Frequently asked questions
What is emergency dispatch answering for a service business?
It is an after-hours answering service that identifies genuine emergency calls, collects the caller's details, and pages an on-call technician immediately. Non-emergency calls are handled or scheduled without escalation. Leap provides this triage on every after-hours call.
How does Leap know if a call is a genuine emergency?
You define the criteria in your Leap dashboard: safety risks, system fully down, property damage risk, and similar factors. Leap asks the caller the right questions and applies your rules.
How fast does Leap page the on-call tech after an emergency call?
The page goes out within seconds of the triage determination, while the caller is still on the line or immediately after the call ends.
What details does the on-call tech receive?
Caller name, address, phone number, a description of the issue in the caller's own words, and the urgency determination. Everything needed to respond without calling back for more information.
What happens to non-emergency after-hours calls?
Leap handles them using your knowledge base, schedules a morning service call if the caller wants one, and logs the interaction. Your on-call tech is not notified.
Can I change my emergency criteria over time?
Yes. Update your emergency rules any time from your Leap dashboard. Changes apply immediately to future calls.
Does Leap handle calls about safety hazards like gas leaks differently?
Yes. You can flag specific keywords or situations, like gas smell or electrical smell, as automatic escalations that page immediately without going through the full triage.
Do I need a separate on-call phone number?
No. Leap sends the emergency alert to the number or numbers you designate. That can be an existing cell number.
How much does emergency dispatch answering cost?
Emergency dispatch is included in Leap's founding rate of $149 a month, covering the first 100 calls, then $0.99 per additional call. No per-dispatch surcharge.
Which businesses use emergency dispatch answering most?
HVAC companies, plumbers, electricians, property managers, and any service business with an on-call technician. The ROI is preventing even one lost emergency job per month.
How long does setup take?
About five minutes. Define your emergency criteria, set your on-call contact, and forward your after-hours line to Leap. Dispatch handling is active immediately.
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