When you are on site, your phone keeps ringing. The agent answers, asks what the problem is, where the property is and how urgent it feels, and records the answers. For basic jobs where you have agreed a price list, it can give a rough quote. Anything unusual is left for you to price and confirm, with the details waiting when you are free.
You decide what counts as an emergency, such as a gas smell, a flood or no heating in winter. Those calls can page you or your on-call person straight away. Routine jobs are booked into the diary with the right time window. Callers who need a custom quote get a call-back time, so they are not left wondering. Safety-critical advice is not the agent's role, so such calls go to a person.
Make a short list of the jobs you do, how long each takes and the areas you cover. Add the price ranges you are comfortable sharing. Decide who is on call, and when. Then look at your missed calls over the first month: how many became booked visits, and how many needed you to ring back with more information?
Be honest with yourself about capacity. If the agent books more visits than your team can cover, customers wait and the experience suffers. Set limits on how many visits can be booked each day or each area, and review them every few weeks as the season changes.