A clearer handoff from enquiry to job
A contractor job rarely goes wrong because nobody bought enough software. More often, the customer's request, the proposed work, and the crew's instructions drift apart across a call log, a text thread, and someone's notebook. A usable estimate and dispatch workflow gives each handoff an owner and a check before the next commitment.
Line provides a workspace for customers, jobs, estimates, invoices, and a price book. The following process can also be run with other tools. It describes the decisions your shop needs to make; it does not assume software can price a site it has not seen or guarantee technician availability.
1. Capture the request in one job record
Begin with the customer's name, preferred callback method, service address, and a plain-language description of the problem. Record what was observed versus what was only reported. “Breaker trips when the dryer starts” is more useful than “electrical issue”; “customer reports a leak under the kitchen sink” does not claim that a technician has diagnosed the cause.
Ask for access constraints, urgency, and a suitable contact window. Note pets, gate codes, parking, or equipment location only when relevant, and handle sensitive details carefully. If the request arrived after hours, mark it as awaiting a human review. An acknowledgement should not sound like an appointment confirmation.
- What is the exact address and best contact number?
- What symptom did the customer describe, and when did it begin?
- Are photos, model numbers, measurements, or prior work orders available?
- Who owns the next action, and when should that person act?
2. Separate diagnosis from the estimate
Before drafting a number, decide whether the scope can be estimated remotely or requires a visit. A photo may support a rough range but hide wiring, water damage, code issues, or inaccessible parts. Label an on-site assessment, a budgetary range, and a firm estimate differently. Put assumptions where the customer can see them.
Build the proposed work from labor, materials, equipment, permits, and disposal or travel costs as applicable. A price book can provide consistent starting items, but the reviewer must check current supplier cost and the actual job scope. If a part or permit is uncertain, call it out and state what would trigger a revised estimate. Do not silently turn a conditional amount into a guaranteed total.
For example, an HVAC call might begin as “system not cooling.” A useful internal draft lists diagnostic visit, possible capacitor replacement, and a note that refrigerant or compressor work is outside the preliminary scope. The owner or estimator then decides what to present. This is a clearer customer conversation than a single unexplained price.
3. Review the promise before it leaves the shop
Check every estimate against the original request. Does the address match? Does it describe the requested work, exclusions, and any expiration or approval conditions? Is the tax treatment correct for the jurisdiction and job type? Who can authorize a discount or change? These checks matter even when the software produces a polished document.
Keep a versioned record of what the customer accepted. If the scope changes after a site visit, revise it and get approval through your normal business process before assigning extra work. The field crew should see the approved version and the reason for any change, not an abandoned draft or an informal note that only the office understands.
- Compare request, address, and contact information.
- Check quantities, material availability, and labor assumptions.
- State exclusions, contingencies, and customer decisions.
- Have the authorized person approve the outgoing estimate.
- Record acceptance and any revised scope before scheduling.
4. Turn acceptance into a dispatch-ready job
A sold job is not automatically a schedulable job. Confirm the work window with the customer, check crew skills and availability, and verify that required parts or equipment can arrive in time. Assign a named owner for dispatch. Give the technician the service address, contact instructions, approved scope, access notes, and the specific question the visit must answer.
Use a simple state sequence such as “new request,” “needs estimate,” “awaiting approval,” “ready to schedule,” “scheduled,” “in progress,” and “completed.” Your team can use different labels, but each state should tell the next person what action is due. A job marked “scheduled” should have a time, responsible crew member, and customer confirmation. A job left “awaiting approval” should not appear as work the crew is expected to perform.
If the customer reschedules or the crew discovers a new condition, update the job record and tell the affected people. Avoid relying on a private text to one technician as the only source of truth. For safety or urgent service, use your shop's established escalation path rather than assuming a dashboard notification will be seen immediately.
5. Close the loop with an invoice and follow-up
After the work, compare what was completed with the approved scope. Record materials actually used, changes agreed to, remaining issues, and any return visit. Then review the invoice before sending it. An invoice can reference the job and estimate, but it should reflect work performed and the agreed changes, not blindly copy a preliminary quote.
At week's end, look for stalled records: requests without an owner, estimates awaiting a decision, jobs scheduled without materials, and completed work not invoiced. A ten-minute review of exceptions can prevent more confusion than another automation. In Line, the browser sign-in is a starting point for returning to the workspace; confirm available features and your plan in the account before relying on any workflow for live operations.