The problem in tradie terms
- Phone pings during tea, the kids' sport or Sunday. Either you answer and never switch off, or you don't and forget.
- Customers hear nothing back, so they assume you're not interested and message the next tradie.
- Monday morning means 15 messages, voicemails and emails, and no idea which one's urgent.
- Real emergencies (water everywhere, no power, unsafe) get mixed in with "no rush, just after a price".
Step-by-step fix
- 1. Decide your hours and your emergency rule. For example: replies 7am–5pm weekdays; emergencies by phone only — or, if you don't do after-hours callouts, say so and suggest where to go instead. Be honest.
- 2. Set away messages everywhere customers reach you. Facebook/Instagram: in Meta Business Suite, look for "Automations" → "Away message". Email: an out-of-office reply in Gmail or Outlook. Phone: a voicemail greeting saying when you'll call back and what to do in an emergency.
- 3. Add a booking link for quote visits only. Use Calendly or Google Calendar appointment schedules (check it's on your plan) so people can pick a visit time at night without waiting for you. Keep urgent work on the phone. See Let customers book a site visit.
- 4. Ask for the basics in the away message: name, suburb, what the job is and a photo. Then your morning replies are quick.
- 5. Morning triage (10 minutes, before 8am): gather overnight messages from Messenger, Instagram, email, voicemail and missed calls. Paste them, with personal details stripped, into AI with the batch sort prompt. Deal with anything urgent first.
- 6. Reply to everything by mid-morning using the catch-up prompt, and log every lead in your one list (see Missed calls).
- 7. Update away messages for public holidays, the Christmas shutdown and leave.
Suggested tool stack
- Meta Business Suite: Facebook and Instagram away messages.
- Calendly, or Google Calendar appointment schedules: a booking link for quote visits.
- ChatGPT, Claude or Gemini: away-message wording, morning triage and replies.
- Your job app (Tradify, ServiceM8 and others): some include online booking requests or auto-replies — check what yours offers.
Prompt 1: Facebook away message
Write a Facebook Page away message (under 50 words) for [business], a [trade] in [town]. Say we're on the tools or closed, we reply between [times] on [days], and for emergencies call [number]. Ask them to include their suburb, the job and a photo. Friendly, plain [NZ/AU] English.
Prompt 2: Voicemail script
Write a 20-second voicemail greeting for [first name] at [business]. Ask callers to leave their name, suburb and what the job is, and say I'll call back [today / next working day]. If it's after hours or an emergency, say [instruction]. Easy to say out loud.
Prompt 3: Batch sort overnight messages
Below are messages that came in overnight for a [trade] in [town]. For each one give: number | first name | suburb | job | URGENT TODAY / THIS WEEK / PRICE ONLY / JUNK | one-line reason. Put urgent ones at the top. Don't invent details; write "missing" if not given. Don't write replies yet. Messages: [paste, numbered]
Prompt 4: Emergency or not?
Read this after-hours message. Tell me: is it likely an emergency (water, power, safety, security) or can it wait until morning? Give one line why. Then draft a short reply for either case, under 40 words. Don't give the customer technical advice. Message: [paste]
Important: AI is not an emergency service
⚠️ Safety: AI can only guess from a text message. This is not a substitute for regulations, emergency services or a licensed tradesperson. If anyone mentions gas smell, sparking, smoke, flooding near electrics or someone hurt, tell them to call 111 (NZ) / 000 (AU) or the gas/power network's emergency line straight away. Don't let AI decide. Never use AI to give a customer safety or repair instructions.
Prompt 5: Morning catch-up reply + booking link
Write a short reply (under 50 words) to someone who messaged last night about [job] in [suburb]. Thank them, apologise for the wait, and offer [time slot 1] or [time slot 2] for a visit, or they can pick a time here: [booking link]. Plain [NZ/AU] English.
Privacy and safe habits
- Away messages and booking forms: ask only for name, suburb, job and photo. Don't ask for a full address or payment details up front.
- Strip surnames, phone numbers and street addresses before pasting into AI. Use first name and suburb.
- No AI auto-replies that promise times or prices. Meta's away message is fine because you wrote it.
- Booking links are for quote visits only. Keep emergencies on the phone.
- Clear old AI chats once leads are logged.
- Not legal advice. NZ: Privacy Act 2020 (privacy.org.nz). AU: Privacy Act 1988 and the Australian Privacy Principles (oaic.gov.au). See what's safe to paste into AI, Safe AI habits and our privacy page.
Related
Inbox & leads · Scheduling · Facebook & Instagram leads · Missed calls · 15-minute inbox routine
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