This workflow turns an incoming voicemail into a structured dispatch ticket automatically, using speech-to-text plus an LLM extraction prompt wired through Zapier — no human transcription step required for the straightforward cases.
The average field service business receives somewhere between 8 and 40 voicemails a week from people who want to hire them, and those voicemails are transcribed by whoever has time, which is to say they are often not transcribed at all, or are transcribed incorrectly, or are transcribed into a system that is checked irregularly, or are transcribed correctly and then filed in a place where nobody looks. This automation doesn’t fix the filing problem. It does fix everything upstream of it.
Step 1 — Transcribe the voicemail
Trigger: new voicemail arrives in Google Voice, RingCentral, or similar. Zapier has native transcription, or route the audio file to Whisper via API for higher accuracy on field-service accents and job-site background noise.
Step 2 — Extract structured data
Send the transcript to Claude with this prompt:
You are a dispatch assistant for a field service business.
From the voicemail transcript below, extract:
- Caller name (or "unknown" if not given)
- Phone number (or "not provided")
- Service requested (be specific — "AC not cooling" not just "HVAC")
- Urgency: emergency / same-day / scheduled
- Address or location mentioned (or "not mentioned")
- Preferred appointment time if stated (or "not stated")
- Anything else the dispatcher needs to know
Return as JSON. If a field is unclear, use your best reading of
the transcript and add "needs_confirmation": true to that field.
Transcript:
{{transcript}}Step 3 — Create the ticket
Zapier: JSON output → append row to Google Sheets dispatch log, or create a record in Jobber, ServiceTitan, or HouseCall Pro. The structured JSON maps cleanly to most CRM field schemas.
Step 4 — Alert dispatch
Zapier → Slack message or SMS to the dispatcher. Include the structured summary. Link to the raw transcript for review on anything flagged needs_confirmation.