Plumbing answering service with a dedicated team on your line
When a pipe bursts, the caller is watching water spread across the floor. The same trained Velorus team answers your line, pages your on-call plumber by your rules, and books drain and water heater work in your software.
- Water damage clock
- A caller with a burst pipe who reaches voicemail may keep dialing other plumbers, and the job can go to whoever answers first.
- Techs answering mid-job
- Your plumbers take calls from under a sink or in a crawlspace, so addresses get lost and callbacks slip to the evening.
The calls
The calls a plumbing company gets
Plumbing calls split fast into water that is actively spreading and work that can be booked, and the team sorts them using your written rules.
| Call | What the team does | When it comes to you |
|---|---|---|
| Burst pipe or active leak | Reads your written shutoff guidance word for word, then records the address, water source and where the water is spreading. | Paged to your on-call plumber, following your emergency rules. |
| Sewer backup | Asks which fixtures are backing up, whether it is one drain or the whole building, and whether the property is occupied. | Paged to your on-call plumber if your rules say emergency; otherwise booked into your next slot. |
| No water | Asks whether neighbors also lost water, since your script may refer a street-wide outage to the local water utility. | Booked or escalated by your rules, with suspected utility outages noted for your team. |
| Water heater failure | Records fuel type, the unit's location, whether it is leaking or just cold, and books the visit in your software. | Leaking units follow your emergency rule; no-hot-water calls follow your next-day rule. |
| Drain clog | Books the job with the fixture, how many drains are slow, and any past drain or camera work already on file. | On your schedule, unless your rules treat a full backup as urgent. |
| Property manager work order | Logs the request under the right account and unit, with the tenant contact and any approval limit or PO you require. | Added to your work order queue, or escalated when a tenant reports active water. |
| Estimates and job updates | Takes estimate requests for repipes, water heaters and sewer lines, and gives existing customers the arrival window shown in your software. | Estimate requests go to your queue; complaints reach you the way your rules set. |
What the Velorus team handles
- Answering your line during the hours agreed at scoping
- Sorting emergencies from next-day work using your written rules
- Booking and updating jobs in your field service software
- Paging your on-call plumber in the order your rotation sets
- Logging property manager work orders under the right account and unit
- Taking estimate requests and confirming arrival windows
- Weekly call review against your written call standard
What stays with you
- What counts as an emergency and what waits until morning
- The on-call rotation and who gets paged first
- Shutoff and gas smell guidance, written by you and read word for word
- Pricing, diagnosis and every quote your plumbers give
- Commercial account terms and property manager agreements
- ServiceTitan
- Housecall Pro
- Jobber
- FieldEdge
We work inside ServiceTitan, Housecall Pro, Jobber, FieldEdge or the system you already run, with the logins you provide, booking jobs and adding notes the way your dispatcher would.
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
-
Keep plumbers off the phone
The team answers while your plumbers are on jobs, books drain and water heater work, and sends estimate requests to your queue.
- After hours
-
Emergencies paged, the rest booked
Active leaks and sewer backups go to your on-call plumber by your rules. Clogs are booked into your next open slot and quote requests go to your queue.
- Weekends
-
Tenants, homeowners and property managers
Rental and commercial properties still have leaks and backups on weekends. Work orders are logged under the right account, and active water is escalated as you set.
- Freeze and thaw
-
Cold snap call surges
Water utilities note that frozen pipes can burst as they thaw, so calls can bunch up after a cold snap. We agree surge rules with you before winter.
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.
-
Emergencies and how each was escalated
Lists every burst pipe, leak and backup call, who was paged, and whether your rotation picked up.
-
Jobs booked versus messages taken
Shows which callers became scheduled work in your software and which only left a message for a callback.
-
Property manager and commercial requests
Separates repeat account work orders from one-time homeowner calls so you can see where your volume comes from.
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Calls reviewed against your standard
Your Velorus manager scores reviewed calls against the written standard and notes coaching or script changes needed.
Your options
A dedicated team, compared.
| Velorus dedicated team | Shared answering service | AI answering | |
|---|---|---|---|
| Emergency versus next-day triage | Same team applies your written emergency rules and works from your account records | Operators follow a script you provide, shared across many businesses | Routes by rules you configure; unusual calls may still need a person |
| 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 plumbing companies ask first.
What should a plumbing answering service do with an after-hours emergency?
It should follow your written rules: which calls count as emergencies, who is on call, and how many tries before moving to the next person. Our team records the address, water source and damage so far, reads your shutoff guidance if you have written it, and pages your on-call plumber. Nothing is promised to the caller that you have not approved.
Where is the team based and what hours do they work?
Your team is based in the Philippines and works US hours. The exact coverage, whether business hours, after hours, weekends or a mix, is agreed at scoping, and the same specialists answer your line each shift under a named Velorus manager.
Can the team handle property managers calling about several units?
Yes. The team logs each request as its own work order under the property manager's account in your software, with the unit, tenant contact and any approval limit you require. If a tenant reports active water, the call follows your emergency rule instead of waiting in the work order queue.
Will the team quote prices or diagnose problems over the phone?
Only what you put in writing. If your script includes a trip charge or flat-rate price, the team can read it to callers. Diagnosis, repair advice and quotes stay with your plumbers. When a caller pushes for an answer, the team books the visit or takes a callback request for you.
Keep your plumbers on jobs while we answer the phone
Bring your emergency rules, on-call rotation and the software you run, and we will map coverage around your busiest hours and freeze season. Book a call to get started.