In this episode of the HVAC Know It All Business Edition Podcast, co-hosts Gary McCreadie and Furman Haynes from WorkHero speak with Vern Crawford, founder of Flow Logic Automation, about practical uses of AI and automation in HVAC and plumbing businesses. They examine an after-hours AI phone agent for plumbing emergencies, the difference between deterministic automations and AI agents, and how APIs, webhooks, and MCPs connect business systems. The conversation also covers starting with simple workflows, using field service management data effectively, and preparing clean data before implementing AI.
Vern has experience working with Housecall Pro automations and building AI-enabled workflows. He discusses creating an MCP connection for Housecall Pro, using Make.com to process plumbing work orders, and helping businesses implement these systems.
Expect To Learn:
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How an after-hours AI phone agent can handle emergency calls and referrals.
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Why voice, tone, and local context matter when designing AI phone agents.
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The difference between deterministic automations and AI agents.
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How a completed-job trigger can improve office visibility in Housecall Pro.
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Why technician habits and workflow design affect automation success.
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How AI agents can help interpret technician notes and complete administrative tasks.
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What APIs, webhooks, and Model Context Protocols do in an AI workflow.
Timestamps:
00:00 – Introduction to Vern Crawford and Flow Logic Automation
01:05 – A practical AI phone agent workflow
03:57 – AI voice options, tone, and customer reactions
04:52 – Testing accents and using human reception during business hours
06:41 – Automation versus AI agents
10:14 – A starting automation for completed jobs
11:55 – Technician use of the finish button
15:19 – Managing variation in HVAC service jobs
18:03 – APIs, webhooks, and MCPs explained
19:36 – Model Context Protocols and AI system connections
21:28 – Webhooks as machine-to-machine messages
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