Field Services

Voice for dispatch-driven businesses — HVAC, plumbing, electrical, pest control, security, vehicle rental, etc.

Why it matters

• Every missed call is a lost job. Route to the right dispatcher instantly, fall back to AI when nobody's free.
• Click-to-Call velocity — dispatchers return leads from inside your scheduler, not their personal phones.
• Activity Logging — every call written to the job record for audit and coaching.
• On-call rotations — dial plans that change by hour-of-day and on-call roster.

Pattern: business-hour routing with AI overflow

Dial plan that does this

await ds.dialPlans.create(
  {
    name: 'Main dispatch line',
    entry_node: 'hours',
    nodes: [
      {
        id: 'hours',
        type: 'schedule',
        config: { schedule_id: 'sch_business_hours', open: 'ring_dispatch', closed: 'ai_intake' },
      },
      {
        id: 'ring_dispatch',
        type: 'ring_all_users',
        config: { timeout: 25, next: 'ai_intake' },
      },
      {
        id: 'ai_intake',
        type: 'internal_dial',
        config: { target_id: 'va_dispatch_ai' },
      },
    ],
  },
  { dialstackAccount: account.id }
);

The AI Voice App fires a webhook to your on-call rotation system when it captures an after-hours job. Full Voice App setup: Voice Apps.

Pattern: dispatcher click-to-call from the job screen

Give dispatchers a button on every job card that dials the customer. Alice's own endpoints ring first, then DialStack dials the customer and bridges the audio.

import { useDialstack } from '@dialstack/sdk/react';

function JobCard({ job, dispatcher }) {
  const { api } = useDialstack();

  return (
    <button
      onClick={() =>
        api.calls.create({
          from: dispatcher.id,
          to: job.customer_phone,
        })
      }
    >
      Call {job.customer_name}
    </button>
  );
}

Full behavior (ring-all endpoints, dial string formats, errors): Click-to-Call.

Pattern: log every call to the job record

if (event.type === 'call.end') {
  const job = await db.jobs.findOne({ customer_phone: event.data.from_number });
  if (job) {
    await db.jobActivity.insert({
      job_id: job.id,
      call_id: event.data.call_id,
      user_id: event.data.user_id,
      direction: event.data.direction,
      duration: event.data.duration_seconds,
      status: event.data.status,
      ended_at: event.data.ended_at,
    });
  }
}

Full event surface: Activity Logging.

Build this with DialStack

• Dial Plans — hour-of-day and on-call-roster logic.
• Ring Groups — route by team or territory.
• Click-to-Call — dispatcher velocity from the job screen.
• Screen Pop — customer record on first ring.
• Activity Logging — every call on the job record.
• Voice Apps — AI intake for after-hours / overflow.