Ask six questions on every call: what the appliance is, the brand, whether the washer is top load or front load, what it is doing, whether the display shows an error code, and where the model and serial number sit. A Voice AI agent in GoHighLevel can ask them the same way every time, tag the job, and book the slot. The bottom line: a washer that will not drain and a washer that will not turn on need different parts, so the answers decide which technician goes and what is on the truck.
Why the answers matter
A service data page from Sears Home Services reports that for Hotpoint washers that will not spin or drain, a broken lid switch was the cause 29 percent of the time and the drain pump 11 percent, with 28 percent another named part and 32 percent something else. That is one company's repair records, but it shows that a single symptom points to several parts. A service manual publisher says front load and top load washers have almost entirely different failure modes, and that the most common service calls are no drain, no spin, and leaks. A Sears blog on Kenmore washers says codes such as F02 or F21 mean a long drain and point first to the coin trap, drain hose, or pump, and that codes differ by manufacturer platform.
The six questions
| Question | What it decides |
|---|---|
| Appliance type | Technician skill set |
| Brand and approximate age | Brand certified technician, and warranty |
| Top load or front load | Likely parts |
| What it does: will not drain, will not spin, leaks, will not start, noisy | Job type and first parts to bring |
| Any error code on the display | Narrows the fault |
| Model and serial number, on the label inside the door or lid, or the back | Parts lookup and warranty check |
Build it in GoHighLevel
- In your sub account, go to AI Agents, then Voice AI, and create a new agent.
- Write the greeting, the business information, and the questions the agent should ask, in plain sentences.
- Assign the phone number, and set Working Hours and the Call Routing mode so the agent answers after hours or when staff do not pick up.
- Put the six questions in the script, in order, and tell the agent to ask for the model label if the caller can reach it.
- Tell the agent to say that a technician will confirm the diagnosis and the price, and not to give repair steps.
- Add a safety branch for active leaking near electrical outlets or a burning smell, using wording your company approves.
- Add a Call Transfer action with the on call phone number, and write the exact conditions that trigger it.
- Add a Trigger a Workflow action that runs after the call: tag the contact, create the opportunity, and send the office a summary.
- Run the web call test with a friend playing each caller type, read the transcripts, and fix the script before you point the real number at the agent.
- Have the workflow write the answers into contact fields, add tags such as Washer, Front load, Drain, and create an opportunity with the job type.
- Book the slot on the technician calendar that matches the brand tag, and send a text with the window and what to have ready.
GoHighLevel's Voice AI help page says a Voice AI agent can answer calls, respond to common questions, collect caller information, and complete actions during or after a call. It lists four actions: Call Transfer to a human phone number, Trigger a Workflow, Appointment Booking that offers availability and schedules the appointment, and Agent Transfer to another Voice AI agent. It also points to Working Hours, the Call Routing mode, voicemail, and the phone number's call flow as settings to check, and to a web call test to try the agent before it takes real calls. One overview page still says direct appointment scheduling needs a calendar integration through workflows, so test booking in your own account before you rely on it. On price, the AI tools page lists AI Employee Growth at $50 a month and Unlimited at $97 a month per location with usage allowances that differ by plan, and a third party guide reports pay per use rates of about $0.06 to $0.215 a minute plus model charges. Confirm current pricing in your account.
What the workload looks like
For example, if a dispatcher spends 5 minutes gathering these details on each of 40 calls a week, that is 200 minutes (40 times 5), over 3 hours. The agent collects them, and the dispatcher reviews the summary and assigns.
Mistakes to avoid
- Letting the agent diagnose. A technician confirms.
- Skipping load type. It changes the parts.
- Forgetting the model label. Parts lookup depends on it.
- No safety branch. Leaks near power and burning smells need a script.
How this was handled before
Dispatchers asked callers what was wrong and wrote it on a ticket, and the technician found out what was needed at the door. Parts trips added days. Asking the same six questions first means the truck leaves with the likely part.
Check before you switch it on
US text messages sent from a standard 10 digit number need A2P 10DLC registration. The HighLevel support portal says registration is required for texts to US recipients from 10 digit long code numbers and that toll free numbers do not require it. HighLevel's opt in guidelines also say a person cannot be forced to agree to text messages in order to submit a form, so keep the consent box optional. One compliance guide separates informational texts, which need documented consent, from marketing texts, which need prior express written consent. Ask your attorney which category your reminders fall into. Callers describing a broken washer are often mid laundry and on the move, so keep the call brief and confirm the address twice. Ask your attorney about call recording rules. This is general information, not legal advice.
Questions people ask
What causes a washer not to drain or spin?
One repair service's Hotpoint data lists a lid switch 29 percent of the time and a drain pump 11 percent, but codes and causes vary by model.
Why ask top load or front load?
A service manual publisher says they have almost entirely different failure modes.
Should the agent tell callers how to fix it?
No. It should collect facts and book a technician.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.