What Information Should an AI Receptionist Collect From a Glass Lead?

The Real Goal Establish safety first, scope second, and technical detail last — in that exact order.

Ask This, Not That

Ask “Is anyone in danger, or is the area currently secure?” — before anything else, not after collecting an address and callback preference first. Sequence matters here more than anywhere else in the book. Ask “Is this at a home or a business?” — not skip straight to scheduling, since that single answer changes urgency, access, and who has to approve the work. Ask “Can you describe what happened — a crack, a full break, fogging?” — not “What size glass do you need?” The homeowner rarely knows dimensions; the description is what actually helps.

The Follow-Through Whether the area is secure determines the response speed. Residential versus commercial determines who needs to authorize the work. The description of what happened — impact, spontaneous breakage, fogging — tells the glass professional what they’re walking into before they ever call back.

Skip This If Skip precise measurements and technical identification entirely at intake — a photo and a plain description get further than forcing a caller to guess at numbers they can’t accurately provide over the phone.