Set your rules in four steps
List what can’t wait
Think about the calls that cost money, damage, or a customer if they sit until morning. Write them as plain situations, like “water is coming through the ceiling.”
List what can
Just as important. Quotes, routine bookings, and billing questions can almost always wait for a callback or a booked slot.
Pick who gets the transfer
Choose the number urgent calls go to. If your team rotates on call, update the number when the rotation changes.
Decide what happens if nobody answers
Your receptionist takes a detailed message and texts it to you right away. Tell it what to promise the caller, like a callback within the hour.
If a situation could put someone in danger, the right first step is 911, not a transfer to you. Say that in your rules.
Examples by trade
Starting points only. Your business decides what counts.
Plumbing
Urgent: active leaks, burst pipes, sewage backing up, no water at all. Can wait: dripping faucets, estimates, water heater quotes.
Heating and cooling
Urgent: no heat in freezing weather, no cooling in extreme heat for someone vulnerable. A gas smell means telling the caller to leave and call the gas company or 911 first.
Locksmith and towing
Urgent: locked out, stranded, or stuck somewhere unsafe. A child or pet locked in a car means telling the caller to call 911 first.
Property management
Urgent: flooding, no heat, a door that won’t lock, a fire or smoke alarm that won’t stop. Can wait: slow drains, appliance repairs, lease questions.
Law office
Urgent: a new arrest, a deadline or court date in the next day or two, as you define it. Can wait: new inquiries about routine matters, which can be booked.
Salon, spa, or studio
Very little is urgent. Most owners send nothing through and let the receptionist handle bookings and messages.
After hours
Keep the list short at night
The fewer things count as urgent after hours, the more you trust a transfer when it comes. Many owners use a stricter list at night than during the day.
Ask follow-up questions first
Tell your receptionist what to ask before it transfers, like “Is water still coming in?” That weeds out calls that can wait.
Everything else gets booked
Non-urgent callers can book the next opening or leave a message, so no one waits on hold for a callback that won’t come until morning.
Questions
Can urgent calls go to different people?
Urgent calls go to the transfer number you set. If your team rotates on call, update that number when the rotation changes.
What if I’m on another call when a transfer comes in?
If the transfer isn’t answered, your receptionist takes a detailed message and texts it to you right away.
Can I change the rules later?
Yes. Update what counts as urgent anytime, and the change applies to the next call.
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