# Separate real emergency, quote and simple callback

Inbound calls become a clear queue: emergency to handle, quote to frame, callback to make or request to politely decline.

- **Page** : https://bruno.incwo.com/en/use-cases/qualifier-urgence-serrurier-depannage
- **Secteurs** : Trades & field work, Field services
- **Fonctions** : Ops, Sales, Customer success

## The situation
The locksmith receives calls while fitting a lock or driving: slammed door, lost keys, stuck cylinder or quote request.

## What you want
I want to know whether to interrupt my route, call back later or ask for photos before promising a repair.

## A plain AI chat
An AI chat can write a question list, but it does not take the call, assess urgency or keep the request tracked.

## With Bruno
Bruno qualifies address, access, door type, urgency level, availability and useful parts, then prepares the callback or repair brief.

## Agents involved
- Phone agent
- Emergency qualification agent
- Route agent

## Deliverables
- Repair brief
- Emergency priority
- Customer questions
- Callback to approve

## Gains
- Fewer interruptions at the wrong moment
- Customers informed before tension rises