Every call handled like your best intake specialist took it.

Relay's guided intake scripts walk whoever answers through the right questions, keep every call compliant, book the appointment on the call, and capture a complete, routed lead. Start from a default restoration template, a SERVPRO-guidelines one, or build your own in the visual builder.

Book DemoExplore Platform
What it does

Turn every call into a complete, routed lead.

Prebuilt scripts, the exact talk-track, on-call booking, and automatic routing, so your team stays compliant, books more of the calls that come in, and never fumbles a first-notice-of-loss call.

  • Build your own scripts, or start from a prebuilt one
  • Step-by-step talk-track for whoever answers
  • Branching questions by loss type and urgency
  • Book the appointment on the call
  • Auto-creates the lead and notifies the right people
  • A default restoration template, plus a SERVPRO-guidelines one
Capabilities

Inside guided intake.

The things that make anyone on your team run your best intake, and what they connect to.

Prebuilt scripts

Scripts that follow the playbook.

Start from a prebuilt template, a default restoration script or one built to SERVPRO corporate guidelines, each with urgency-first triage, emergency-dispatch guidance for active water, fire, and sewage losses, and loss-specific question lanes. Every step carries the exact talk-track, so tone and compliance don't depend on who's on the phone. Customize any template, or build your own in the visual builder.

  • Restoration and SERVPRO templates, ready to run
  • The exact words to say, step by step
  • Emergency vs. non-emergency lanes, with a read-back confirm
Book on the call

Set the arrival window before you hang up.

The script ends on a scheduling step, so the appointment is booked while the customer is still on the line (once your team's availability is set up) and pushed to the assignee's calendar, with an optional invite or text to the customer. On completion Relay creates the lead, notifies the right people, and (with CRM on) auto-creates the account. Nothing gets re-typed into a second system.

  • Scheduling is the last step of the script
  • Pushes to the assignee calendar; optional customer invite or text
  • Lead created and routed automatically
  • The full intake captured and logged, disconnect-safe
Connects to SchedulingWhere the arrival window gets booked.
Built for restoration

Restoration intake isn't a generic web form.

The things that make Relay's guided intake fit how restoration calls actually come in.

  • The 2am answerer isn't your best specialist

    Whoever picks up the overnight call misses details, asks the wrong things, and lands an incomplete lead. A guided script makes anyone run your best intake.

  • Say the right thing, every time

    From "Thank you for calling" to the closing read-back, the words are on the screen, so compliance and tone don't depend on who answered.

  • Emergency is a different call

    Active water, fire, and sewage get an emergency-dispatch pitch and a condensed question set; everything else gets the full loss-specific lanes.

  • Nothing gets lost

    The intake is captured and logged as a lead as you go, and with Relay's built-in call recording the conversation itself is recorded too.

  • For any restoration company, not just SERVPRO

    SERVPRO is just one of the templates. There is a default restoration template for any company, a SERVPRO-corporate-guidelines version, and full custom builds in the visual builder (steps, branching, required fields, and talk-track), so the script fits how you run intake.

Works with

Connected to leads, scheduling, communications, and CRM.

The call becomes a routed lead, a booked appointment, a recorded conversation, and a CRM account, from one script.

Guided Intake FAQ

Questions about guided intake.

More on the FAQ page.

Do we have to build scripts from scratch?

No. Relay ships with prebuilt intake templates, including a default restoration template and one built to SERVPRO corporate guidelines. Run one as-is, customize it in the visual builder, or we'll help you build a custom one.

Can the script book the appointment during the call?

Yes. Scripts close on a scheduling step that books the arrival window, once your team's availability is set up.

Does it tell my team what to say?

Yes. Every step carries the exact talk-track, including the emergency-dispatch guidance and the closing read-back confirmation.

Are the calls recorded?

The structured intake is captured and logged on every call, and Relay's built-in call recording records the conversation itself.

What if we're an independent company or a different franchise?

You are covered. Start from the default restoration template, adapt it to how you run intake, or build your own in the visual builder, with the same booking, talk-track, and routing. We can help you build a custom template too. The SERVPRO version is just one option, not a requirement.

See it run

Never fumble an intake call again.

About an hour with a restoration specialist. We'll run a prebuilt intake script (talk-track, booking, and routing) against the way your team answers calls today.

Book Demo