Use a response structure: acknowledge the requested job, ask for location and scope details, explain whether a site visit is needed, and give the next step. Avoid sending a price before you understand conditions that materially change cost. If you cannot take the job, say so promptly.
A useful first reply acknowledges the request, asks only for details needed to assess it, and gives a realistic next step. For example, ask for the appliance model and a safe photo before deciding whether an inspection is needed. Do not diagnose hazardous faults from chat, request unnecessary identity information, or leave a customer thinking a provisional estimate is a confirmed final price.
Keep a triage script for services you handle and a referral reply for work you do not. Ask one question at a time when details are missing, and explain why a photo or site visit is needed. Save the agreed scope and quote outside a long chat thread.
Save useful templates but adapt them to the customer. A KobStore listing can answer basic service questions before the chat; create a page and use WhatsApp for the specifics.
