From homeowner complaint to signed release — one system.
Callback HQ takes a guarantee claim from the moment it lands, matches it to the right inspection report, evaluates it against your agreement and Standards of Practice, drafts a cited reply in your voice, and — when money is offered — produces a settlement release your client signs electronically. You control the tone, what auto-sends, and how much money can ever leave without a human looking at it.
What it costs you, and where it comes from
Every figure filters by date range and by inspector, so “our callbacks” and “this inspector's callbacks” are the same screen.
Executed
Covered by a signed release.
Awaiting signature
Agreement sent, not yet signed. Not settled.
Offered, unsigned
Declined, withdrawn, expired, or no agreement issued.
These three are never added together. Money awaiting a signature is not money you have settled. A single “paid out” number hides exactly the cases that matter — which is why an aged list of unsigned agreements sits beside them, flagging anything past your escalation threshold.
Total callbacks, response time, denial rate
The headline numbers, filterable the same way. Response time is the one most owners watch first — it is the difference between a misunderstanding and a grievance.
Aged agreements awaiting signature
Oldest first, with your escalation threshold flagging the overdue ones. A release that was never sent is called out separately from one that is merely slow, so a failed send is never mistaken for a patient client.
Six steps, and you decide where you step in
The same sequence runs on every claim, whether you review each one or let the confident ones go.
- 01
The homeowner files
They use your embedded intake form or a link you send. They describe the issue, give the inspection date, list anyone else on title, and can attach photos or video.
- 02
We find the report
Callback HQ locates the matching inspection report in your connected Drive. No migration, no re-upload — we catalog the tree once and fetch the specific report when a claim arrives.
- 03
Claude analyses it issue by issue
Each complaint is evaluated separately: was the condition documented, did the Standards of Practice require it, does your agreement cover it? Every conclusion cites the paragraph it came from.
- 04
A reply is drafted in your voice
Trained on the letters you have already approved. The verdict, the citations and the proposed remedy are all visible before anything sends.
- 05
You approve — or it sends itself
Below your confidence threshold it holds for a person. At or above it, the reply queues with a five-minute undo. Over a money cap, it holds regardless of confidence.
- 06
If money is offered, the release follows
Your own release goes out with the reply, ready for electronic signature by everyone on title. The claim stays open until it is actually executed.
It writes like your company, because it learned from your company
Nothing here is generic. The analysis is scoped to the documents you actually work under, and the voice comes from letters you already sent.
The inspection report
What was documented, in what section, in what words. Quoted rather than paraphrased, so the homeowner can check it.
Your inspection agreement
Scope, limitations, exclusions, and the guarantee you actually offered — not a generic template's.
Your Standards of Practice
InterNACHI, TREC, ASHI, CAHPI, or your own state-specific SoP uploaded as a PDF.
Every approved reply becomes training data
When you approve and send, that letter is captured. Over time the drafts arrive closer to what you would have written, which means less editing rather than more trust required.
Callback categories, company-wide and per inspector
Each callback is categorised by the nature of the underlying issue — plumbing, roof, HVAC, electrical, mold. Read across the company to see where claims cluster; filter to one inspector to see whether the pattern is theirs. One person carrying a category the others do not is a training conversation, not a mystery.
Why issue-by-issue matters
A homeowner rarely raises one thing. Analysing a claim as a whole produces a letter that answers the loudest complaint and quietly ignores the rest — which is how a small callback turns into a grievance. Each issue gets its own verdict, its own citation, and its own remedy, and the reply addresses all of them.
Three independent limits on what goes out
Out of the box nothing sends itself. You loosen it one setting at a time, and the limits below apply no matter how far you go.
Response tone
One slider moves the whole letter’s posture — same facts, same citations, different stance. Set a default and override it on any individual claim.
Confidence threshold
Every analysis carries a confidence score. Choose how the reply is handled: hold everything for review, auto-send at or above a level you set, or go fully automatic. Anything queued waits five minutes first and can be undone. On a multi-issue claim the score used is the lowest of the issues — one uncertain item holds the whole letter.
The meritless callback, answered in minutes
Most callbacks are about something the report already disclosed. Callback HQ pulls the report, matches the complaint against it, and when the item is plainly there in writing, confidence lands high. Depending on your settings that denial goes back to the client within minutes — the specific finding quoted, the page cited, the language courteous. Speed is the point: a callback that sits for a week stops being a misunderstanding and becomes a grievance.
Goodwill and refund caps — independent of confidence
Confidence answers “is the analysis sound?”. It says nothing about how much money is leaving. So the caps are a separate gate: set a goodwill cap and a partial-refund cap, and any offer above them holds for human review no matter how confident the analysis is.
- Per issue and in total — several individually-permitted offers cannot add up past your cap.
- Unrecognised offer types are still capped, never allowed through by default.
- A cap of zero means no money ever leaves automatically.
- The claim says why it is waiting: the amount, the cap it exceeded, and the confidence it would otherwise have passed on.
A confident analysis recommending a large payment is exactly the case you want a person to see. Confidence and money are separate questions, so they get separate limits.
When you pay, you get a signed release for it
Money going out without a signed release is money you can be asked for twice.
- 01
You upload your release, once
Your own document, written or approved by your attorney. Callback HQ never drafts legal language and never edits yours. A short confirmation that your counsel has reviewed it activates it — once per document, not per claim.
- 02
An offer creates the agreement
We generate a cover page carrying the particulars — company, client, property, inspection date, settlement payment — and attach your release behind it, unchanged.
- 03
Everyone on title gets their own link
A release signed by one of two owners releases one of two owners. Owners are captured when the claim is filed, each gets a link unique to them, and the agreement executes only when the last one signs.
- 04
They sign electronically
Type or draw a signature, consent under ESIGN/UETA. We record the exact document served — hashed — plus timestamps, IP address and method, and bind an audit certificate into the signed PDF.
- 05
Someone is told to pay
Your payments contact receives the client, property, amount and reason, with the signed agreement attached. Delivery is tracked per signer, so a bounced offer surfaces instead of looking like an ignored one.
- 06
The claim closes — and only then
A settlement that is offered but unsigned never counts as settled. Offers expire after 30 days, the date is stated on the agreement and in the email, and an expired link requires a fresh agreement.
Callback HQ is not a law firm and provides no legal advice. We do not write your release, and we do not review it for compliance with any local, state or federal law — have your own counsel do that.
Common questions
What is Callback HQ?
Callback HQ is software for home inspection companies that handles guarantee-claim callbacks. It matches each homeowner complaint to the right inspection report, evaluates it against the company's own inspection agreement and Standards of Practice, drafts a cited reply, and — when a settlement is offered — issues a release for electronic signature.
How fast can it respond to a callback?
Minutes. Most callbacks concern something the report already disclosed. Callback HQ pulls the report, matches the complaint against it, and when the finding is plainly there in writing, confidence lands high. Depending on the company's settings, the reply goes back with the specific finding quoted and the page cited.
Does the AI send replies without approval?
Only if the company turns that on. The default is that every draft waits for a person. A company can choose to auto-send at or above a confidence level it sets, and even then the reply queues for five minutes with an undo. Separate money caps hold any offer above a set amount for review regardless of confidence.
Does Callback HQ write the settlement release?
No. The inspection company uploads its own release, written or approved by its attorney. Callback HQ generates a cover page with the particulars filled in and attaches that document unchanged. Callback HQ is not a law firm and provides no legal advice.
Can it track which inspectors generate the most callbacks?
Yes. Every callback is categorised by the nature of the underlying issue and rolled up two ways: company-wide, and per inspector. Filtering to one inspector shows where their claims cluster, which is what makes it useful for targeted training rather than just reporting.
More answers on the homepage FAQ, or see pricing.
Answer callbacks in minutes. Paper the ones that cost you.
Connect Drive, upload your agreement, embed the form. Your next callback gets drafted for you.