How It Works: Step by Step
Stage 1: Customer Request
A customer opens the chat and describes what they need. They might say “I need a courier in Southport, 4215” or “I need a plumber for a leaking tap.” The AI agent understands the request and extracts the key information: what service they want, where they are, and how urgent it is.
Stage 2: AI Searches for Contractors
The AI agent searches the Airtable database of contractors. It looks for contractors who offer that service type and are available in that location. The system then scores each contractor based on several factors. Distance matters—contractors closer by score higher. Rating matters too—contractors with 4.8+ stars score better than those with 3.5 stars. Availability status counts—active contractors score higher than those on holiday. The number of reviews also matters for confidence. After scoring, the system shows the top 5 matches, with the best one first.
Stage 3: Present the Best Match
The AI shows the customer the top contractor. It displays their name, what they do, which areas they serve, their hourly or per-km rate, their rating, how many reviews they have, and what customers say about them. The AI asks, “Would you like to book this person?”
Stage 4: Customer Decision Point
If the customer says yes, the workflow moves to booking. If they say no, the system shows the next-best contractor and asks again. This loop continues until the customer either books someone or runs out of options.
Stage 5: Collect Service-Specific Details
Once the customer chooses a contractor, the AI asks questions that match the service type. For a courier, it asks: Where’s the pickup? Where’s the dropoff? What are you delivering? How much does it weigh? Does it need special handling? For a plumber, it asks: What’s the problem? How long has it been happening? Have you tried fixing it before? Can you send a photo? When would you like them to visit?
The AI asks these questions one by one, in a natural conversation style. It only asks the questions that are marked as “required” for that service. Optional questions can be skipped.
Stage 6: Show Price Quote
Once the AI has collected all the information, it calculates the price. For a courier delivering 18 km, it might be: base rate of $5 per km ($90) plus travel surcharge of $0.80 per km ($14.40), for a total of $104.40 plus 10% GST.
For a tradesperson like a plumber, it shows the callout fee (example: $85) plus travel surcharge based on distance, then notes that the final price will depend on the on-site assessment.
The customer can confirm the quote, change the details, or cancel.
Stage 7: Scheduling
For couriers, the system offers standard time slots: pickup 9-11am or 1-3pm, with delivery the next business day. For trades, the system pulls available times from the contractor’s Google Calendar and shows the next 7 available time slots.
Stage 8: Payment Method Selection
Now comes payment. The customer is shown three options.
Option A is direct payment to the contractor. The contractor’s bank account details are displayed. The customer pays directly—the platform doesn’t touch the money. This is the contractor’s preferred method.
Option B is Stripe integration. The contractor has their own Stripe account connected. The system generates a Stripe invoice and sends it to the customer. The customer pays on the contractor’s Stripe link. Money goes straight to the contractor, and the platform takes 0% fee.
Option C is platform payment. The customer pays us via credit card, Afterpay, Zip Pay, or Link. We take a 30% fee and send 70% to the contractor’s bank account at the end of the month or when requested. This is the most hands-off option for the contractor.
Stage 9: Booking Confirmation
Once payment method is selected (or if it’s direct transfer, no payment is needed yet), the booking is confirmed. An invoice is automatically generated as a PDF. The invoice is emailed to both the customer and the contractor. It includes all booking details, the address, the time, the price, and payment instructions.
If the contractor has Google Calendar connected, the booking is automatically added to their calendar. They get a calendar invite with all the job details.
Stage 10: Service Delivery
The contractor receives the booking notification. They confirm it or contact the customer if there’s a problem. On the day of service, they show up at the agreed time, provide the service, and collect payment (if direct transfer or already paid via Stripe or platform).
The Three Payment Methods Explained
Direct Transfer (Option A)
The contractor gives the customer their bank details when the booking is confirmed. The customer transfers the money directly to the contractor’s bank account. The platform never handles the money. The contractor gets 100% of the payment. This is simple and popular with independent contractors who want to avoid middlemen.
Stripe (Option B)
The contractor connects their own Stripe account to the platform. When a booking is confirmed, the system creates an invoice on the contractor’s Stripe account. Stripe automatically emails the invoice to the customer. The customer clicks the link and pays via Stripe. The money goes into the contractor’s Stripe account. The contractor receives it in their bank account the next business day. The platform takes 0% fee—we just facilitated the connection.
Platform Payment (Option C)
The customer pays the platform directly using a credit card, BECS debit, or PayID. The platform collects the full amount, then transfers 70% to the contractor’s bank account within 24 hours. The platform keeps 30% as a fee for processing the payment, managing the booking, and handling any disputes. This is the easiest option for contractors who don’t want to set up their own payment system.
How the Contractor Matcher Works
The matching algorithm starts by querying all active contractors who offer the requested service type. It then filters out anyone whose coverage area doesn’t reach the customer’s location.
For each remaining contractor, the system calculates a score. Distance counts for up to 40 points—the closer the contractor, the higher the score. Active status counts for up to 20 points—active contractors score higher than those on holiday. Rating counts for up to 30 points—contractors with 4.8+ stars get the full 30 points. Review count adds up to 10 points for confidence—contractors with 50+ reviews get full points.
After scoring, the system sorts contractors from highest to lowest score and returns the top 5. The customer is shown the #1 match first. If they say no, they’re shown #2, and so on.
How Scheduling Works
For couriers, scheduling is simple. The system offers fixed time windows: 9-11am for pickup, 1-3pm for delivery. The customer picks which day they want the service.
For tradespeople, the system is smarter. It pulls the contractor’s Google Calendar and looks at their free time. It then shows the customer the next 7 available appointment slots. The customer picks the date and time that works for them. Once booked, the appointment is automatically added to the contractor’s calendar.
What Makes This System Flexible
Different trades ask different questions. A plumber might ask about the problem, how long it’s been happening, and whether the customer has tried fixing it. A cleaner might ask about square footage, type of cleaning (standard, deep, post-construction), and frequency. An electrician might ask what’s not working, if there’s visible damage, and if it’s a safety concern.
All of these questions are stored in the Airtable database and can be customized per service type. When a customer books, the AI pulls the right set of questions and asks them in order.
How Invoices Work
Once a booking is confirmed, the system generates a professional PDF invoice. The invoice includes the customer’s name and the contractor’s name. It lists the service provided, the date, the location, and the charges. It shows the subtotal, the 10% GST, and the total due. It displays payment instructions specific to the payment method chosen.
The invoice is emailed to the customer and the contractor. If the payment method is direct transfer, the invoice includes the contractor’s bank details and a payment reference number. If it’s Stripe, the invoice includes a link to the Stripe invoice. If it’s platform payment, the invoice shows that payment has already been processed.
How Google Calendar Sync Works
If a contractor has enabled Google Calendar integration, they authorize the platform to access their calendar. When a booking is confirmed, the system creates a calendar event with all the details: the customer’s name and phone number, the service address, the time window, and any special notes.
The calendar event is added to the contractor’s chosen calendar (usually their “Marketplace Bookings” calendar). The contractor gets a notification that a new event has been added. They can see all their jobs in one place—their Google Calendar.
What Happens if the Customer Says No
If a customer doesn’t like the first contractor offered, they say “no, show me other options.” The system then presents the second-best contractor. The customer can see their rating, rate, coverage area, and recent feedback. They can book them or ask to see more options.
This loop continues until the customer either books someone or the system runs out of contractors. If there are no more contractors available, the system tells the customer and suggests trying a different suburb or service type.
What Makes This System Work Well
The system saves contractors time by automating bookings and questions. They don’t have to answer emails back and forth—the AI handles it. Their calendar is updated automatically. Their invoices are generated and sent automatically. They can choose how they get paid, so it works with their existing business setup.
The system saves customers time by finding the right contractor quickly. They don’t have to make phone calls or search through websites. They get a quote instantly. They can book, pay, and confirm everything in one chat.
The system is transparent about pricing. Customers know upfront what they’re paying. For couriers, the price is fixed. For trades, the system shows the callout fee and travel surcharge upfront, then the contractor provides the labor estimate on-site.
The system is flexible about payment. Contractors can use their bank account, PayID, their own Stripe account, or the platform’s payment processor. Customers can pay by card, BECS, or PayID. No one is forced into a payment method they don’t like.
Implementation Timeline
The system would take about 6 weeks to build. Week 1-2 would be building the Airtable database and the contractor matching algorithm. Week 3-4 would be building the booking system, payment integrations, and invoice generation. Week 5-6 would be testing, contractor onboarding, and fixing bugs before launch.
Security & Privacy
All payment data is handled by Stripe, a certified payment processor. The platform never stores credit card details. Contractor bank details and PayID information are stored encrypted in Airtable, so only authorized staff can see them.
Contractors must verify their business name and ABN. Insurance and background checks can be recorded and displayed on their profile. Customers can see if a contractor is verified, background-checked, and insured before booking.