Flickering lights. Tripped breaker. Dead outlet. AVA picks up every call.

Safety routing is configured during onboarding. AVA recognizes the trigger phrases — burning smell, sparks, smoke from an outlet, water near electrical, whole-house power loss, electrical shock — and immediately routes with appropriate urgency. For genuine life-safety risks, she reminds the caller to call 911 first if needed (smoke increasing, fire visible), then guides them to safely trip the breaker if possible, and dispatches your closest licensed tech with the situation pre-documented. She never tries to handle anything beyond first-touch safety guidance.

Yes — and this is one of the highest-ROI use cases. When a caller mentions tripped breakers, an old fuse box, flickering lights, or adding electrical load (EV charger, hot tub, addition, ADU), AVA captures the panel details: age, amperage, service voltage (overhead/underground), main panel location, home square footage, what they’re trying to add. Then she books a load-calc visit with your install team. The lead arrives in your CRM as a qualified panel-upgrade quote with full context — not “they called Tuesday about something electrical.”

During onboarding we configure her with your local AHJ (Authority Having Jurisdiction) common requirements — when permits are required, typical permit costs in your jurisdiction, common inspection requirements. For straightforward questions (“do I need a permit to add a circuit?”) she answers from that knowledge base. For anything complex or jurisdiction-specific, she captures the question and routes to your team. She never speculates on code interpretation.

Yes. During onboarding you define what triggers the commercial path — caller identifies as commercial / property manager / facilities, building type, square footage threshold, three-phase needs. Commercial calls route to your commercial estimator with the right qualifying questions (panel type, voltage, occupancy type, after-hours access requirements). Residential calls stay on the standard path.

AVA respects the routing rules you set — service zones, technician certifications and licenses, journey-level vs. apprentice work scope, master electrician requirements for permitted work, specialty certs (solar, EV charging, generator). For high-severity jobs she’ll always recommend the closest available appropriately-licensed tech. You decide which job tiers need a human to sign off before a truck rolls.

No. AVA takes the pressure off in the moments your team can’t cover — after-hours when emergencies hit, the Saturday-night sparking outlet, the lunch overflow, the 5 PM Friday flood of weekend bookings. Your dispatcher does the human work: handling complex situations, building relationships with key customers, managing the install schedule. AVA covers the volume.

On a bilingual call, AVA answers in whichever language the caller uses — English or Spanish — and stays in it through the safety triage. Additional languages available on request. In bilingual markets, that means capturing service calls an English-only line would lose.

Most electrical shops are live in 7 days. We recommend 1-2 weeks of setup runway: configuring your safety-escalation triggers, mapping your AHJ permit basics, importing your service menu and panel-upgrade offerings, integrating with your FSM. After that, AVA goes live on overflow, after-hours, or full coverage — your call.