PestPac

Call scoring and text follow-up for PestPac offices

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 · Updated September 6, 2026 · 5 min read

Plaibook works with PestPac today. Every call is graded against your own script, linked to the PestPac account it was about, and if the customer did not book, the AI texts them, checks whether you cover their zip, offers real times at the right branch, books the appointment, sends the contract and takes the payment. PestPac stays the source of truth. The transcript never overrides it.

This page is the honest version: what goes in, what comes back, what Plaibook will not touch, and the one setup detail that surprises people.

Data flow between Plaibook and PestPac

Reads come from a cached mirror unless a live check is needed. Writes create records, book appointments or log notes; nothing existing is edited.
	Plaibook reads	Plaibook writes	What it is used for
Customer records and service history	Yes	Create or matchExisting records are never edited	Linking a call to the account; new customers from a text thread
Availability by branch	Yes	Booked appointmentConfirmed, not a request	Offering real times in the text thread instead of a callback promise
Service area coverage by zip	Yes	No	Knowing whether an address is one you serve before quoting it
Service types and categories	Yes	No	Asking for the right service at the right branch
Service contracts	No	Generated and sentSigned on the customer's phone	Getting a signature without a second call
Payments	No	Payment link sentCollected in the thread	Closing the sale without handing off to the office
Notes	No	Added to the customerUnder a note code you choose	The rep sees what happened without leaving PestPac
Call recordings, transcripts and scores	No	Not writtenThese live in Plaibook	Scorecards, leaderboards, coaching

The setup detail worth knowing first

Most PestPac offices assume the first step is buying API access from WorkWave. It is not. WorkWave does sell a PestPac API, with a one-time setup fee and usage-based costs on top, and plenty of vendors will ask you to go get it before they can start. Plaibook does not use it.

Instead, Plaibook signs in to PestPac the same way your office does, with a company key, a username and a password that you provide. There is no API contract to negotiate and no PestPac fee to approve before you can see whether this works for you. You give Plaibook a login, and it is connected.

Two practical consequences. Give Plaibook its own PestPac user rather than sharing a person's login, so you keep a clean record of what Plaibook did and can switch it off by changing one password. And expect the very first connection test to take up to thirty seconds, because it is opening a real session rather than checking a key. After that it reuses the session and is quick.

What Plaibook reads from PestPac

Customer records and service history, service types and categories, appointment availability by branch, and service area coverage by zip. The zip lookup is the one that saves the most wasted conversation: before the AI quotes anything, it asks PestPac which branches cover that zip and whether they are active, so nobody gets offered a service at an address you do not run. Plaibook keeps a cached mirror of the customer and service data and goes to the live system only when it needs a current answer.

What Plaibook writes back

A confirmed appointment at the right branch, not a request sitting in a queue for a dispatcher to accept.
A new customer record when the phone number does not match one you already have, or a match to the existing record when it does.
A service contract, generated and sent so the customer can sign on their phone inside the same text thread.
A payment link, so the money is collected in the thread rather than in a callback the office has to chase.
A note on the customer record, filed under a note code you choose, so the rep sees what happened without leaving PestPac.

Plaibook does not edit existing customers, does not change pricing, does not cancel or move anything a person booked, and does not write transcripts or scores into PestPac. Those stay in Plaibook, where managers work. Reps stay in the phone system and PestPac, and coaching arrives in Slack.

How a call gets linked

Phone match

Caller ID against the phone fields on PestPac customer records. One match and the call is linked before the transcript finishes.

Rep confirmation

Several matches or none, and the rep who took the call picks the account in one click or marks it as a new lead.

Created over text

If the follow-up creates the customer, the link exists from the first message and follows the account to the appointment.

What is different from FieldRoutes

Less than you would expect. PestPac reaches the same end of the sale: coverage check, availability, booking, contract, payment and a note on the account, all inside one text thread. The differences are in how availability is asked for, since PestPac is organized by branch rather than by route, and in the sign-in connection described above. Close rate and save rate are computed from PestPac records rather than from what the transcript sounded like, the same rule we apply everywhere. If you are comparing the two, the FieldRoutes page lays out that integration in the same format.

Phone systems and setup

PestPac gives us the customer and the calendar. The phone system gives us the recording. Dialpad, Quo, RingCentral, Five9, Nextiva, GoTo Connect, CallRail and CallTrackingMetrics are all live, and the full status list is on the integrations page. Setup is your PestPac company key, username and password, pasted into Plaibook on a thirty-minute call with an engineer. No setup fee. A month of historical calls backfilled and linked. The scoring side is on the call scoring page, the text side on the AI text follow-up page, other comparisons on the compare page, and general questions on the FAQ.

Questions PestPac offices ask

Live, and running in production for a pest control company today. It covers the same ground as the FieldRoutes integration: the AI can check coverage by zip, look up open times at the right branch, book the appointment, send the contract, take the payment and leave a note on the account. Setup takes about thirty minutes with one of our engineers on the call, and there is no setup fee.

No, and this is the part most PestPac offices expect to be a problem. WorkWave sells API access for PestPac with a one-time setup fee and usage-based costs. Plaibook does not use it. Plaibook signs in to PestPac the same way your office does, using a company key, username and password that you provide, so there is no WorkWave API fee to buy and nothing to negotiate before you start.

Yes, we recommend it. Give Plaibook its own PestPac user rather than sharing a person's login. You keep a clean audit trail of what Plaibook did versus what a CSR did, you can see its activity separately in PestPac, and if you ever want to switch it off you change one password instead of interrupting someone's day.

Because it is a real sign-in rather than an API key check. The first test opens a PestPac session and can take up to about thirty seconds. After that the session is reused and later tests finish quickly. If the first test feels slow, that is expected and not a sign something is wrong.

By phone number first: the caller ID from your phone system is checked against PestPac customer records. One match links the call. Several or none, and the rep who took the call confirms the account in one click or marks it as a new lead. Customers created over text are linked from the first message.

It does not edit existing customer records, does not change your pricing, and does not cancel or move anything a person booked. It also does not write transcripts or call scores into PestPac. Those stay in Plaibook, where managers work.

See it against your own PestPac account

Thirty days, no credit card, your scorecard built from your script.

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