1. Follow the contractor client's instructions
Follow authorized contractor communication requirements and service boundaries. If those requirements are unclear, ask a supervisor.
2. Represent the contractor accurately
Communicate professionally and identify the business you represent when applicable.
3. Confirm customer information carefully
Repeat back name, phone number, address, and service request to confirm accuracy.
4. Do not make promises the contractor did not authorize
Do not promise arrival times, warranty coverage, permit approval, code compliance, or job acceptance unless the contractor has explicitly authorized you.
5. Do not quote prices unless the contractor allows it
Refer unauthorized pricing questions to the contractor.
6. Do not give legal, licensing, insurance, or trade advice
Refer questions outside your authority to the contractor.
7. Follow approved requirements for emergencies
TrueNotch Pro™ is not an emergency dispatch service. For life-safety emergencies, callers should contact 911 or the appropriate emergency provider.
8. Keep customer information private
Access only data for contractor clients you are assigned to. Do not share, screenshot, or export customer information outside the app.
9. Use notes professionally
Keep notes factual, brief, and business-related. No opinions about the caller's personal life, race, religion, disability, or other protected categories. No profanity or jokes at the customer's expense.
10. Maintain accurate records
Keep business records accurate, current, and limited to the authorized service purpose.
11. Support customer continuity
Record information needed to support authorized, timely customer communication.
12. Respect communication boundaries
SMS and live phone integrations are not enabled in the current release. Do not represent an inactive communication channel as available.
13. Report unclear instructions to a manager
If instructions conflict, are missing, or feel unsafe, stop and ask a manager.
Related
See Compliance, Client Responsibilities, and Call Consent.