Product
H.O.M.E.: a four-gate qualification funnel, run the same way on every call
A general answering AI takes a message and leaves the judgement to you. Receva runs a trade workflow: every caller goes through the same four gates, in the same order, and each answer is written to the lead record with the reasoning behind it. It is also the thing that decides whether you're charged — so it is published rather than described.
On every plan Every call, inbound and outbound.
H.O.M.E., in full
The four gates, and what each one does when the answer is no
Service area is the one hard gate. The other three are captured and flagged rather than used to turn a caller away — because a tenant with a broken boiler is still a job, and a caller who can't name the fault is still a customer.
Home in your service area
What's checked: the service address is geocoded to a point and tested against your coverage — postal codes and drawn polygons, with your overlap rules applied if you run more than one branch.
If the answer is no: a hard stop. The caller is captured as a lead with everything they said, and is never booked into a job you can't service. Nothing is billed.
Owner or decision-making authority
What's checked: whether the person on the phone can authorise work at that address, and who to reach if they can't.
If the answer is no: flagged, not disqualifying. A tenant calling about a landlord's boiler still gets help, and the office sees who was actually on the call before a technician arrives waiting on a decision.
Maintenance or service need identified
What's checked: the caller's problem, matched against your own service catalog — pre-loaded for your trade and then edited to what you actually do.
If the answer is no: the call is captured with the need in the caller's own words rather than forced into a category. A job you don't do is never booked as one you do.
Emergency and urgency captured
What's checked: whether this is an emergency, on every call, not only after hours.
If the answer is yes: it bypasses your working-hours mask and escalates to whoever is on call. Receva is not an emergency dispatch service — it routes urgency to you fast, and does not promise an arrival time it can't keep.
The same gates, in the same order, every time
Qualification isn't re-invented per call. Two callers with the same facts get the same result, which is what makes a disagreement about a lead something you settle by reading the record rather than by arguing about it.
Unknown is not the same as out of area
An address the geocoder can't place with confidence is flagged for someone in your office to check — not silently treated as outside your coverage, and not quietly booked either.
Watch a call play out
The caller Receva refused to book
A no-heat call on a Monday evening — the kind any system would love to convert — from an address forty minutes outside the coverage area. Watch the H gate close, and watch what the caller gets instead of a van that was never coming.
Thanks for calling Ridgeline Heating and Air — this call's recorded. What's going on today?
The furnace is running but it's blowing cold air. I'd like someone out tomorrow if you've got anybody.
That sounds miserable in this weather. What's the service address?
1140 Bergen Peak Drive, up in Evergreen.
Let me check that against our coverage — Evergreen sits outside the area our technicians cover, so I'm not going to book you a visit we can't get to. I'd rather say that now than have you waiting in tomorrow for a van that isn't coming.
Right. Frustrating, but I appreciate you saying so.
I've saved your details and what the furnace is doing, and the office will see this call in the morning. If you'd like, I'll note that you want a call if we start covering Evergreen.
Yes, please do.
Noted. And for tonight — if it's running but blowing cold, a clogged filter or a tripped breaker is worth ruling out before you pay anyone to look at it. Sorry we couldn't get you booked.
Answered · 2:11 · Monday 6:20pm
Captured, not bookedA demo call written to the standard fixture. Names and addresses are not those of a real customer.
H.O.M.E. result
Outcome
Captured as a lead, not booked, and not billed. The address, the fault and the request to be contacted if coverage expands are all on the record. The caller got a straight answer in two minutes instead of a wasted morning — which is the only version of this call that doesn't cost you a review.
The lead record
Every gate, with its answer, on one screen
Qualification that you can't inspect is just a claim. Here is what a qualified lead actually looks like in the dashboard afterwards — the four gate results, the address check behind the H gate, the call it came from, and the line it put on your statement.
Lead detail
One record, four gates
The customer, the qualification, the address check and the billing line — no digging through a call log to reconstruct any of it.
After qualification
A qualified lead becomes a booking, a transfer, or a captured follow-up
Qualification isn't a scoring exercise that ends in a number. It ends in one of three things happening while the caller is still on the phone.
In area, ready to book
Booked into a real open slot, checked against your technicians' working hours and the connected calendar or field service system, and re-checked at the moment of booking so it can't write a conflict.
Needs a person
Warm or blind transfer, on every plan, whenever the call needs one — a complaint, a negotiation, anything a caller specifically wants a human for. Never held for a callback nobody asked for.
Out of area, or not ready
Captured as a lead with the whole call behind it, rather than booked into a job you can't service. Yours to follow up, and never billed.
Qualification and billing
The gates are also the invoice
Receva charges a flat fee per booked job, so the definition of "qualified" is a commercial term, not a marketing one. Here is exactly which gate feeds which part of it.
| Gate | What it checks | What it changes about billing |
|---|---|---|
| H — Home in service area | Geocoded address against your postal codes and drawn polygons, with branch overlap rules | Fails here and the lead can never be billable, however the rest of the call goes |
| O — Owner or authority | Whether the caller can authorise the work, and who to reach if not | Feeds the "contactable homeowner" condition; being a tenant doesn't disqualify the lead |
| M — Maintenance need | The problem, matched against your service catalog | Feeds the "service on your catalog" condition |
| E — Emergency and urgency | Whether it's an emergency, on every call | Doesn't change whether it's billable — only whether the routine or emergency fee applies |
A booked job is billed once, ever. A homeowner ringing back about the same job, or rescheduling it, is not a second lead. Per-lead fees appear on a weekly statement with a review window before it's charged, and every line links back to the call it came from — so a dispute is a matter of opening the record.
Never billable
Out-of-area callers, spam, wrong numbers, existing customers with a question, and any booking that didn't write through to your calendar.
Fees fall with the plan
$10 per booked job on Starter, $8 on Pro, $6 on Growth — a flat fee per lead, never a percentage of the job.
Everything is traceable
Each billed line points at a call with its recording, transcript and gate results. Read the definition
Questions
Lead qualification, answered directly
What is H.O.M.E. qualification?
Four gates, run on every call in the same order: H — is the home in your service area; O — are we speaking to the owner or someone who can authorise the work; M — what is the actual maintenance or service need; E — is this an emergency.
Service area is the only hard gate. The rest are captured and flagged rather than used to turn a caller away, and every answer is recorded with its reasoning and a timestamp.
What happens if the caller is outside my service
area?
They're captured as a lead but never booked, and you're never billed for them. The address is geocoded and tested against your postal codes and drawn polygons before any slot is offered, so Receva can't promise a visit you can't make.
The detail is still saved. If you expand your coverage later, you know who called.
What if the caller is a tenant rather than the owner?
They still get helped. The O gate is flagged, not disqualifying — a tenant calling about a landlord's boiler is recorded as exactly that.
Whoever picks the job up knows who was on the phone and who has to authorise the work, rather than finding out when a technician is standing in a hallway waiting for a decision.
Does qualification decide what I'm billed?
Yes. A lead is billable only when a real appointment is booked, in your service area, for a service on your catalog, with a contactable homeowner, into a slot that exists on your calendar. The H, O and M gates feed those conditions directly.
The E gate doesn't change whether a lead is billable — only which fee applies, routine or emergency. The full definition is published.
How does it know which services I offer?
Your service catalog is pre-loaded from your trade and then edited to match what you actually do, so you're correcting a list rather than writing one from scratch.
The M gate matches the caller's problem against that list. A job you don't do is never booked as one you do.
What if an address can't be matched to my coverage?
It's flagged for review rather than treated as out of area. Unknown and out-of-area are deliberately not the same thing.
The lead is captured with everything the caller said and surfaces to your office as an item to check, rather than being quietly dropped or quietly booked.
Can I see why a call was qualified the way it was?
Yes, on the lead record and on the call behind it: each gate's answer, the reasoning, the timestamp, the geocoded address and confidence, plus the recording and transcript.
Summaries and confidence figures are assessments made by the AI and are labelled as assessments, never as confirmed fact.
Only the calls worth booking get booked.
30 days or 60 call minutes free, whichever runs out first. Lead fees are waived throughout.