HVAC answering service with a dedicated team in your software
When the first heat wave hits, your phones fill with no-cooling calls, tune-up bookings and replacement estimate requests at once. A dedicated Velorus team answers your line, books work in your field service software and escalates emergencies by your written rules.
- Cold snap call floods
- The first cold snap brings a wave of no-heat calls, and a homeowner who can't get through may try the next contractor.
- Messages dispatch can't use
- A message slip saying 'AC not working' gives your dispatcher nothing to schedule: no address, equipment, agreement status or symptom.
The calls
The calls an HVAC company gets
Each call type gets a written handling rule, agreed with you before the team answers your line.
| Call | What the team does | When it comes to you |
|---|---|---|
| No heat or no cooling | Takes the address, equipment type, symptoms and whether anyone vulnerable is in the home, then books or escalates by your priority rules. | Right away to your on-call tech when your rules say emergency, otherwise as a booked job. |
| Gas smell or CO alarm | Reads your written safety script word for word, such as 'leave the building and call 911 or the gas utility,' and gives no technical advice. | Immediately, to whoever your escalation list names, once the caller has the script. |
| Tune-up and agreement visits | Checks the customer's maintenance agreement in your software and books the spring cooling or fall heating visit into open slots. | Already on your schedule as a booked visit, with nothing to call back. |
| Replacement estimate requests | Captures system age, home details and what the customer wants, then books the comfort advisor or estimator visit in your software. | As a booked sales appointment with notes your advisor can read before arriving. |
| Warranty questions | Logs the model and serial number the customer reads off the unit and notes the question. The team never interprets warranty terms. | In the next business-hours handoff for your office or service manager to answer. |
| Existing job status | Looks up the job in your software and shares what it shows, such as the scheduled window or parts on order. | Only when the record is unclear or the customer is upset. |
What the Velorus team handles
- Answering your line during the hours agreed at scoping
- Booking service calls and tune-ups in your field service software
- Triaging no-heat and no-cooling calls by your written priority rules
- Reading your safety script on gas smell and CO alarm calls
- Escalating emergencies to your on-call tech or manager as written
- Logging warranty details and replacement estimate requests for your team
- A named Velorus manager reviewing calls against your standard weekly
What stays with you
- Diagnosis, repair advice and anything a technician should answer
- Pricing, quotes, warranty decisions and after-hours charges
- Your safety script, priority rules and on-call rotation
- Which calls count as emergencies and who gets woken up
- ServiceTitan
- Housecall Pro
- Jobber
- FieldEdge
- Service Fusion
The team works inside ServiceTitan, Housecall Pro, Jobber, FieldEdge or Service Fusion with the logins you provide, booking jobs and adding notes the way your dispatchers already do.
Want the same people on your phones every day?
Tell us your call volume and the hours you need covered. We will come back with the team, the call standard we would start from, and what the first month looks like.
Coverage
How coverage works
- Business hours
-
Overflow while dispatch is busy
When your phone system rolls calls over because the office lines are full, the team picks up, books routine calls and passes urgent ones straight to your dispatcher.
- After hours
-
Emergencies to on-call, routine calls booked
No-heat and no-cooling calls reach your on-call tech when your rules say so. Routine calls are booked into the next open slot.
- Spring and fall
-
Tune-up booking season
Maintenance agreement customers call to book pre-season visits. The team fills open slots and notes customers whose agreements are due for renewal.
- Weather spikes
-
First heat wave, first cold snap
These bring the heaviest call days of the year. We agree ahead of time how the team triages and books when calls stack up.
Every week
What your weekly report tracks.
A named Velorus manager reviews the work against the standard you signed off, and sends you one report.
-
No-heat and no-cooling calls
Shows emergency demand by day and hour so you can size your on-call rotation for the season.
-
Jobs booked versus messages taken
Tells you how many calls became work dispatch could schedule without calling the customer back.
-
Escalations and who received them
Confirms emergencies and safety script calls reached the right person under your written rules.
-
Tune-ups and estimates booked
Tracks agreement visits and replacement appointments, the calls tied to recurring and larger jobs.
Your options
A dedicated team, compared.
| Velorus dedicated team | Shared answering service | AI answering | |
|---|---|---|---|
| Knowing agreement customers | The same team checks agreement status in your software before booking. | Often takes a message for dispatch to sort unless given access to your software. | Can answer many calls at once. Unusual calls may need human follow-up. |
| Who answers | The same trained specialists every day | Whichever agent in the pool is free | Software, with a handoff if you set one up |
| Learns your business | Trained on your services, tools and tone before day one | Works from the script and notes you provide | Works from the information you load into it |
| Quality checks | A named Velorus manager reviews calls every week | Call logs and recordings you review | Transcripts you review |
Questions
What HVAC companies ask first.
What does an HVAC answering service do with a no-heat call at night?
With Velorus, it follows the rules you write, if after hours is part of the coverage agreed at scoping. The team takes the address, equipment type, symptoms and who is in the home, then either reaches your on-call technician using your escalation list or books the first open slot, and tells the caller what happens next.
Where is the team based and what hours do they work?
The team is based in the Philippines and works US hours. The hours they cover on your line are agreed at scoping: business hours, after hours, weekends, or a mix. Outside those hours, calls go wherever you route them today.
Will the team give customers troubleshooting tips or price quotes?
No. Diagnosis, repair advice and pricing stay with your technicians and office. The team books the visit and notes the symptoms for the technician. If you want callers to check something first, such as the thermostat setting, write the line and the team reads it as written.
Can the team work in ServiceTitan or Housecall Pro?
Yes, with logins you provide. The team works inside your field service software the way your own dispatchers do: finding the customer, checking agreement status, booking the job and adding notes. The work happens in your account under your permissions.
Get your phones ready before the next cold snap
Tell us your call types, software and on-call rules, and we will scope coverage around your heat wave and cold snap peaks. Book a call to start.