architecture & design

Capture Project Inquiries Without Interrupting Design Work

Customer service outsourcing for architecture and design firms supports consultation requests, drawing-review messages, and contractor inquiries. Keep the project reference and requested action together when work reaches your architects.

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Architect studying and sketching over detailed architectural blueprints indoors.

how it plays out

From Design Inquiry to Contractor RFI

These examples cover client and contractor communications. Design decisions, planning advice, and official responses to construction questions stay with the project professionals.

Phone English

"We are planning a restaurant renovation and need an architect"

New project inquiry from potential client

Capture the restaurant address, renovation scope, schedule, and budget range.
Record design preferences and any planning questions for the architect.
Share the firm’s approved portfolio and consultation process.
Coordinate a consultation request with the principal or project lead.

Project brief captured Example workflow

Email Italian

"Can you send the latest floor plan revisions for our review?"

Active client requesting design deliverables

Identify the client, project, and floor-plan revision being requested.
Ask the project architect to confirm which issue is approved for release.
Send the authorized document link and the firm’s review instructions.
Record feedback and coordinate a review meeting request.

Approved revision shared Example workflow

Web Chat Mandarin

"Do you design residential homes in a modern minimalist style?"

Website visitor exploring firm capabilities

Share approved residential portfolio examples relevant to the requested style.
Collect lot size, bedroom requirements, and approximate floor area.
Explain the firm’s published design stages and consultation process.
Pass the brief and preferred contact time to the design team.

Design inquiry prepared Example workflow

SMS French

"The contractor has a question about the structural detail on sheet A-401"

Contractor requesting construction clarification

Record the project, sheet A-401, revision, and exact RFI question in separate ticket fields.
Log the request for information and send it to the responsible project architect.
Acknowledge receipt and share the response timing supplied by the project team.
Track the outstanding response and relay only the approved clarification.

RFI assigned to its owner Example workflow

the team behind it

Support for Your Design Practice

real members of the global team

Support for Your Design Practice

Project intake with scope, site, timeline, and design preferences
Drawing-review requests linked to the approved project revision
Contractor RFI routing with sheet references and named response owners

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep Drawing Revisions Out of the Guesswork

For an architecture practice, use HeroDash fields for project reference, drawing number, revision, and request type. A client asking for revised floor plans and a contractor asking about sheet A-401 need different records, even when both concern the same project.

Configure assignment rules to send document requests and construction questions to the appropriate support group. Record the architect’s approved revision in the ticket before the document is shared; a newer file is not automatically the issue authorized for that recipient.

For an unanswered contractor question, a timed automation can raise ticket priority and notify the assigned agent under the configured conditions. HeroDash scans these time-based rules hourly. The reminder prompts follow-up with the project architect; it does not produce an official RFI answer.

what comes off the call

Project Details to Capture Before Handoff

Agree these details with your team before coverage begins so the next person can act on the request.

Client, contractor, or consultant and callback details
Project name, site, and project contact
New scope or existing project reference

Drawing number and revision for document questions
Requested action and construction deadline
Approved release process and RFI response owner

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Can the answering team respond to technical design questions?

The team records the question and its project or drawing reference, then sends it to the architect or other designated professional. Official design clarifications come from that project owner.

How do you avoid sending the wrong drawing revision?

Set a document-release workflow with the firm. The support team uses the approved revision and recipient instructions, and asks the project architect to resolve unclear or conflicting requests.

also worth reading

start

Plan Client and Contractor Call Handling

Share your project intake, drawing-release, and RFI workflows so we can scope support around your design team. Bring a sample drawing request or contractor RFI so we can work through the handling steps.

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