Pest and lawn callback triage and free re-service scheduling

What it does

Pest control and lawn care plans usually include free re-services between visits, and those callbacks flood the office every spring and summer. An AI assistant handles the call, text or portal message, checks the customer's plan and last treatment date, asks what they're seeing (ants, roaches, mosquitoes, brown patch, weeds), collects photos, and books the re-service on a day the tech is already on that route. Anything that sounds like termites, wildlife or bed bugs goes to a person.

Tools used

• FieldRoutes, PestPac, GorillaDesk or Real Green Service Assistant (pest and lawn CRM and routing)
• Jobber (for smaller lawn and pest operators)
• Twilio or the CRM's built-in texting
• OpenAI API or Claude (triage conversation, photo descriptions)
• Zapier or Make (connect texting, portal messages and the CRM)

Setup notes

1. Write down your re-service rules first: which plans include free re-services, how many days after a treatment they apply (many companies wait a set number of days so the product can work), and what's a paid visit instead.
2. Have the AI look up the customer's plan, last service date and tech in the CRM before it offers anything. It should never promise a free visit the plan doesn't include.
3. Offer re-service days that match the tech's existing route for that area (for example Matthews and Mint Hill on Tuesdays, Huntersville and Cornelius on Thursdays).
4. Termites, wildlife, bed bugs, stinging insect nests near doors, and anything involving a child or pet reaction go straight to a person. So do lawn issues that might be irrigation or disease needing a diagnosis.
5. Ask for photos of what they're seeing. It helps the tech bring the right product and sometimes shows the problem is outside the plan.
6. Remind customers of anything they need to do before the visit, like keeping pets inside or not mowing for a day, using your own written instructions.
7. Register your texting number for A2P 10DLC (the US carrier registration for business texting) so reminders and replies aren't filtered.

Replace the {placeholders} with your own details.

You handle service callbacks for {Company}, a lawn and pest company serving {service area}. Be friendly, brief and plain. First, look up the customer with find_customer (phone or address) and read their plan, last service date and assigned route. Ask what they're seeing, where, and since when, and invite them to send a photo. If they mention termites, wildlife, bed bugs, a wasp or hornet nest near a door, or anyone (person or pet) having a reaction, say a team member will call today and create an URGENT task; stop there. If the plan includes a free re-service and it's past {wait days} days since the last treatment, offer 2-3 dates from get_route_slots for their area. If it's too soon, explain kindly that the treatment needs {wait days} days to work and offer to check back on {date}. If the plan doesn't cover it, say a team member will follow up with options. Never give pesticide or chemical advice, diagnose lawn disease, or quote prices. Log the conversation and photos to the customer record.

Where I set this up

I build this for businesses across the Charlotte metro and nearby NC/SC towns, remote or in person by appointment:

• Charlotte, NC
• Gastonia, NC
• Concord, NC
• Huntersville, NC
• Matthews, NC
• Mooresville, NC
• Cornelius & Davidson, NC
• Monroe & Indian Trail, NC
• Rock Hill, SC
• Fort Mill & Tega Cay, SC
• Indian Land, SC
• Lake Wylie, SC

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