[ 01 / Summary ]
What happened
What they needed
The outside unit is making a loud rattling noise.
Callie did
Booked repair · Wed Oct 28, 8:00 AM with Marcus
Sent a confirmation text
Recognized a Comfort Club member, named the plan perks and offered the earliest openings first
Explained the service area and referred them
Confirmed the callback number
Recorded text-message consent
Sent a confirmation text
Recognized a Comfort Club member, named the plan perks and offered the earliest openings first
Explained the service area and referred them
Confirmed the callback number
Recorded text-message consent
Booked
Wed Oct 28, 8:00 AM · Tech: Marcus · •• Jackson Ave, Satellite Beach 32937 · booked
The outside unit is making a loud rattling noise.
Verified business
Caller said •• Jackson Ave, Satellite Beach 32937
Verified •• Jackson Ave, Satellite Beach FL 32937-2928
[ 02 / Transcript ]
Conversation
18 turnsCallie
Thanks for calling Space Coast HVAC, this is Callie. Hi Dave, welcome back. I see you're a Comfort Club member, so there's no after-hours fee, you get 15 percent off repairs, and you're at the front of the line.
warmly Thanks for calling Space Coast HVAC, this is Callie. Hi Dave, welcome back. I see you're a Comfort Club member, so there's no after-hours fee, you get 15 percent off repairs, and you're at the front of the line.
Callie
How can I help today?
friendly How can I help today?
Caller
The outside unit is making a loud rattling noise.
Callie
Happy to get someone out.
cheerfully Happy to get someone out.
Callie
Still at 3 0 •• Jackson Avenue?
Caller
Yes
Callie
Is (321) •••-0156 the best number to reach you? This is Callie with Data Rabbit Front Door. Is it okay if I text you a confirmation and updates about this appointment at this number? It's up to 5 texts per request. Msg and data rates may apply. Reply HELP for help or STOP to opt out anytime.
Caller
Yes
Callie
I have Thursday October 22, arriving between 8 and 10 AM or Thursday October 22, arriving between 12 and 2 PM. Which works better?
Caller
Next Wednesday morning
Callie
For Wednesday morning, I have Wednesday October 28, arriving between 8 and 10 AM or Wednesday November 4, arriving between 8 and 10 AM. Which works better?
Caller
The first one
Callie
Just to confirm, Wednesday October 28, arriving between 8 and 10 AM. Should I book that?
Caller
Yes
Callie
You're all set for Wednesday October 28, arriving between 8 and 10 AM with a technician. I'll text you a confirmation. Anything else, just call or text this number.
warmly You're all set for Wednesday October 28, arriving between 8 and 10 AM with a technician. I'll text you a confirmation. friendly Anything else, just call or text this number.
Callie
Is there anything else I can help with?
warmly Is there anything else I can help with?
Caller
No, that's everything
Callie
Thanks for calling Space Coast HVAC. Have a great day, bye now!
warmly Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 04 / Decisions ]
How it decided
Decisions (11)
| Step | How | Picked | Confidence |
|---|---|---|---|
| lookup_caller | customer record | member: Comfort Club (perks said only from plan settings; earliest times first) | |
| triage | rule | booking | 0.92 |
| decide_ack_area | rule | ||
| decide_gate | rule | address_confirm | 1.0 |
| decide_gate | rule | callback_confirm | 1.0 |
| decide_gate | rule | go_booking | 1.0 |
| decide_pick | rule | ask | 1.0 |
| decide_pick | rule | confirm | 1.0 |
| decide_confirm | rule | book | 1.0 |
| decide_booked | rule | yes | 1.0 |
| decide_confirm_text | rule |