FieldRoutes

Call scoring software that works with FieldRoutes

Ammon Kunzler · CTO and co-founder, Plaibook

Built the call pipeline, the texting engine, and the analytics behind Plaibook. Has read more pest control call transcripts than anyone should.

Published September 1, 2026 · 7 min read

Plaibook grades every sales and service call against your own script, then links each call to the FieldRoutes customer it was about. That link is what makes the scores worth anything. Close rate, revenue by lead source and save rate come from what got booked and paid in FieldRoutes, not from what the transcript sounded like. And when a call is graded as a lead that did not close, the AI texts the customer and books the appointment on a real route, with FieldRoutes checking the slot.

This page is the part of the demo people ask to see twice. I wrote it to answer the question that comes up on almost every call with a FieldRoutes office: what exactly goes in, what exactly comes back, and does "two-way" mean what it usually means, which is not much. Short version: FieldRoutes is the source of truth, Plaibook writes six specific things back, and it never overwrites anything you already had.

Data flow between Plaibook and FieldRoutes

Every read is from a daily cached mirror unless a live check is needed. Every write is a new record or a note; nothing existing is edited.
	Plaibook reads	Plaibook writes	What it is used for
Customer records and service history	Yes	New customers onlyExisting records are never edited	Linking a call to the account; knowing whether the caller is new, active or canceled
Appointment availability by route and zip	Yes	Confirmed appointmentsOn the route FieldRoutes offered	Booking over text without a rep touching the calendar
Subscription and contract status	Yes	New subscriptionsPrice and frequency from your service types	Close rate, save rate, and whether a save actually stuck
Payment status	Yes	Payment linksSent by text; the card is entered in FieldRoutes	Attribution to collected revenue, not just booked
Service types and pricing	Yes	No	Quoting the right initial and recurring in the text thread
Contracts	StatusSigned or not	Generated and sent for e-signatureVia SignWell	Finishing the sale in the thread
Notes on the customer record	No	Yes	A short summary of the call and any text thread, so the rep sees it in FieldRoutes
Call recordings, transcripts and scores	No	Not writtenThese live in Plaibook, not in FieldRoutes	Scorecards, leaderboards, coaching

What Plaibook reads from FieldRoutes

Once a day, Plaibook pulls a copy of your customer records, subscription and contract status, payment status, service types with pricing, and the appointment calendar by route and zip code. That copy is the mirror. Dashboards read from the mirror, call linking reads from the mirror, and the AI Coach answers questions from the mirror. The only time Plaibook goes to the live API is when a text conversation is about to book or take a payment and the answer has to be current: is this route slot still open, has this customer already paid.

The practical effect is that a typical office produces roughly 20 to 30 FieldRoutes API calls a day. We built it this way because FieldRoutes offices have told us about integrations that poll every few minutes and get throttled, and because a dashboard should not depend on the API being up at 7 a.m. on a Monday.

What Plaibook writes back

New customers, created from a call or a text thread when the phone number does not match an existing record.
Confirmed appointments on a specific route, using the availability FieldRoutes offered for that zip code.
New subscriptions, with the price and frequency from your own service types.
Contracts generated and sent for e-signature, with the signed status flowing back.
Payment links sent by text. The card is entered in FieldRoutes, never in Plaibook.
A note on the customer record summarizing the call and any text follow-up, so the rep sees it where they already work.

That is the whole list. Plaibook does not edit an existing customer, does not change a price, does not cancel or reschedule anything a person booked, and does not push transcripts, scores or recordings into FieldRoutes. Those stay in Plaibook, where the managers live.

How a call gets linked to a FieldRoutes customer

Phone match

The caller ID from your phone system is matched against the phone fields on every customer record in the mirror. One match, and the call is linked before the transcript finishes.

Rep confirmation

Zero matches or several (a shared family number, a property manager with twelve accounts) and the call is flagged. The rep who took it picks the account in one click, or marks it as a new lead.

New customer

If the text follow-up creates the customer, the link exists from the first message. Attribution follows the account from then on, through the subscription and the first payment.

What "two-way" honestly means here

A marketing VP at a multi-location company told us the phrase two-way integration had stopped meaning anything to her, because every vendor says it and most of them mean they can read. Fair. So here is the specific version. Plaibook reads six kinds of data and writes six kinds of records, listed above. The transcript never overrides FieldRoutes: if the rep said the customer agreed to quarterly service and FieldRoutes shows no subscription, the dashboard shows no subscription and the call is graded as unclosed. If the AI texts a customer and they book, FieldRoutes shows the appointment because FieldRoutes created it, with the route it chose from the slots it offered.

What is not two-way: Plaibook does not sync scores, transcripts or coaching into FieldRoutes, and it does not sync FieldRoutes changes back into your phone system. Reps keep working in the phone system and FieldRoutes. Managers work in Plaibook. Coaching arrives in Slack. Nobody enters anything twice.

What you get once the link exists

Close rate by rep, by lead source and by service type, computed from FieldRoutes subscriptions rather than from what the rep logged. Revenue attribution that follows a call from the ad or the tracking number through the subscription to collected payment. Save rate on cancellation calls, checked against whether the account is still active thirty days later. And a text follow-up product that can quote the right price, offer real route availability, send the contract and take payment inside one thread. The scoring side is described on the call scoring page and the text side on the AI text follow-up page.

60-second walkthrough

Video coming: a 60-second recording of a call being scored and booked in FieldRoutes

Until then, we will show you live on a demo with your own FieldRoutes account.

Phone systems that pair well with FieldRoutes

FieldRoutes gives us the customer and revenue side. The phone system gives us the recording. Any of these gets you scored on day one:

Dialpad
Our usual recommendation for offices with 5 to 15 reps. Webhook on every completed call, scoring starts within seconds.
Quo (formerly OpenPhone)
Our usual recommendation under 5 reps. Sends recordings and texts in real time, and it is the cleanest data feed we get.
Five9, Genesys Cloud, Zoom Contact Center, GoTo Connect, Nextiva, RingCentral
All live. Larger call centers tend to be on one of these already.
CallRail and CallTrackingMetrics
If you use tracking numbers, we pull the recording and the campaign that produced the call, so lead source attribution starts at the ad.
Voice for Pest
Not built yet. Plaibook runs alongside it and pulls recordings; ask us and we will scope it. We build phone integrations free, usually in about a day when the system has an API.

The full status list, including the systems we cannot connect because they keep no recordings, is on the integrations page. Other comparisons live on the compare page, and general questions on the FAQ.

Setup

You create an API key and token in FieldRoutes settings, paste them into Plaibook, and we run the first mirror. It takes about thirty minutes with one of our engineers on the call. There is no setup fee. Engineers are the support team, so if something in your FieldRoutes setup is unusual, the person who built the integration is the one who fixes it.

Questions FieldRoutes offices ask

Yes, with a specific meaning. Plaibook reads customers, route availability, subscription, contract and payment status, and service types. It writes new customers, confirmed appointments on a route, new subscriptions, contracts for e-signature, payment links, and notes. It never edits an existing customer record, never changes a price, and never writes a transcript or a score into FieldRoutes. FieldRoutes stays the source of truth and the transcript never overrides it.

First by phone number: the caller ID from your phone system is matched against the phone fields on FieldRoutes customer records in the daily mirror. If there is exactly one match, the call is linked. If there are several or none, the call is flagged and the rep who took it confirms the account in one click. New customers created over text are linked from the start.

No. Plaibook keeps a cached mirror of your FieldRoutes data that refreshes once a day, and reads from the mirror for dashboards and call linking. Live API calls are reserved for the moments that need them, like checking a route slot before booking. A typical office generates roughly 20 to 30 FieldRoutes API calls a day.

The AI checks the customer record and the route before it books. If an appointment already exists on the account, it does not create a second one; it references the existing time in the text and moves on. If both happen within seconds of each other, the rep sees both on the account and the note on the record says which channel created which.

No. Scoring, scorecards, leaderboards, the wallboard, coaching and missed-call tracking run off the phone system alone. FieldRoutes is what turns a score into revenue data: close rate, attribution to collected revenue, save rate, and text follow-up that books a real appointment on a real route.

See it against your own FieldRoutes account

Thirty days, no credit card, a month of historical calls backfilled and linked to your customers.

Book a demo