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Case study · Home services & trades

Jobs booked and paid — without picking up the phone

A busy plumbing & electrical firm swapped voicemail and paper diaries for one WhatsApp thread — and stopped losing jobs to missed calls.

🔧 Plumbing & electrical👤 9 engineers · 2 branches📍 Bristol & Bath

The problem before

Calls went to voicemail while the team was on the tools, and the job went to whoever answered first. No-shows and time-wasters ate whole afternoons, deposits were chased by text and bank transfer, and the diary lived in three places plus the owner’s head.

The Order On Bot setup

Customers now book and get quoted entirely in WhatsApp. Every enquiry is routed by postcode to the right branch, secured with a card deposit, and dropped straight into the right engineer’s diary — who runs their whole day from the WhatsApp “Staff Jobs” view.

WhatsApp Flows bookingCustom quotesStripe deposits & card holdsPostcode → branch routingEngineer job cards + photosAuto reminders

The customer journey — all in WhatsApp

  1. Messages the number from a Google listing or van sticker — no app, no website.
  2. Picks the job and a slot in a guided chat flow that only shows real availability.
  3. Gets a clear quote with line items and a deposit, and accepts it in the thread.
  4. Pays the deposit by card to lock the slot — the booking confirms instantly.
  5. Reminded the day before, then the engineer arrives, adds before/after photos and takes the balance.