What's the single most important thing to ask first?

Whether there's a gas smell — that determines whether this is a safety emergency before anything else even gets discussed.

Should routine calls and emergencies be handled the same way?

No — routine calls go into normal scheduling, real emergencies get routed straight to your on-call tech.

Does No Lost AI follow this exact script?

This reflects the general triage logic built into how No Lost AI handles HVAC calls specifically.

What Should an HVAC Call Agent Actually Ask an Emergency Caller?

The questions that actually matter, in the order they matter

What system are we talking about? Furnace, AC, heat pump, water heater
What's actually happening? No heat, no cool, weird noise, gas smell, water everywhere, total shutdown
How long's this been going on? Just started, or they've been dealing with it for days
Is anyone in the house especially vulnerable to the temperature? Elderly folks, a baby, someone with a health condition
Do you smell gas? — this one jumps the line. If yes, that's an evacuate-and-call-911-or-the-gas-company situation, not a scheduling conversation

Why the order actually matters

If you ask about safety first, a real emergency — no heat during a freeze with an elderly person in the house, or a gas smell — gets flagged and moved immediately, instead of sitting behind a bunch of routine questions about maintenance plans nobody cares about in that moment.

What happens once you know what you're dealing with

Quote the flat diagnostic fee so there's no surprise later
Real emergencies go straight to whoever's on call — not the regular scheduling queue
Routine stuff gets booked to the next open slot
Confirm everything back to the caller before hanging up

This is exactly the logic built into how No Lost AI handles calls — it's not a generic customer service script somebody slapped an HVAC label on. It's built around how these calls actually go.