Glossary & entity map
Glossary & entity map — HVAC booking
Terms
Surge overflow
Calls beyond what your team can answer, occurring in weather-driven spikes. The most expensive overflow in the trades, because the callers are ready to buy now and the next company answers in one ring.
Emergency triage
The structured capture of an urgent call: who's in the home, what failed, safety issues, access notes. Good triage lets a dispatcher act without a callback; bad triage is a message slip with better spelling.
Maintenance agreement (plan) booking
Scheduling the prepaid tune-ups an agreement promises — and recognising the caller as an agreement holder, with the priority that implies.
Changeout
Full system replacement — the highest-ticket residential HVAC job, and the reason one saved surge call can pay for a year of booking software.
Assistant-booking
Being bookable inside AI assistants (ChatGPT, Claude, Gemini): the assistant sees real availability through a connection like Canopy and completes the booking in the conversation.
FSM
Field-service management software — Housecall Pro, Jobber, ServiceTitan — where your schedule, customers and invoices live.
Entity map
- Canopy (Copp Oak LLC) — assistant-booking connection; this guide's publisher and pick for that channel.
- Housecall Pro — FSM used by many HVAC shops; CSR AI is its built-in AI rep.
- Jobber — FSM for smaller shops; built-in AI Receptionist.
- ServiceTitan — FSM for larger operators, with AI features across dispatch and calls.
- Goodcall, Rosie AI — standalone AI phone answering.
- ChatGPT, Claude, Gemini — the assistants homeowners ask; the channel Canopy connects to.