Use case
Turn after-hours calls into urgent routes or morning-ready callbacks.
Turn night, weekend, and holiday calls into urgent routes or morning-ready callbacks with approved handoff rules.
Use case
Call becomes booked-job context
Incoming call - active leak
Plumbing caller
Call arrives
Live call running
Maya Johnson
(214) 555-0187 · City Center Housing, Unit 3B
Pre-qualifying question
Is water still actively leaking, and has anyone shut off a valve?
Burst pipe: Call arrives. Appointment request created.
After-hours path
Night calls become morning-ready tasks.
After-hours intake should separate urgent routes from routine follow-up without relying on a voicemail transcript.
Night call arrives
A customer calls after office coverage ends.
Urgency captured
The flow asks approved questions about service need, location, and timing.
Rule applies
Emergency paths and next-business-day paths remain separate.
Morning follow-up
Staff see a ready task when they reopen.
Morning task queue
Urgent calls follow approved escalation rules; routine requests become review-ready follow-up when the office opens.
Dispatch intake
Urgent routes and morning callbacks stay separate.
After-hours coverage should not treat every caller as an emergency. The summary shows what needs review now and what can become a next-business-day task.
Time marker
Night, weekend, holiday, or closed office
Tagged
Escalation
Urgent categories follow approved routing
Applied
Morning task
Non-urgent requests queued for callback
Ready
Use-case details
Not every night call needs the same promise.
A burst pipe, no heat, storm leak, restoration call, and estimate request should follow different approved paths without Cleiro inventing service commitments.
Emergency boundary
Cleiro can flag urgency but does not diagnose hazards or promise service timing.
Caller context
Address, callback, issue type, and preferred timing are captured while the caller is available.
Staff control
The team decides the response when the call summary arrives.
Define after-hours rules before the next night call.
Map urgent categories, morning callback paths, staff owners, and the promises Cleiro should never make.
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