[ Test call (live demo) / #6661 ]
Dale Hutchins
Mon Oct 26, 3:38 PM · (845) •••-0174 · 23 turns
[ 01 / Summary ]
What happened
What they needed
Hey, I need a tune-up on my AC.
Callie did
Booked Tuesday October 27, arriving between 10 AM and 12 PM with a technician
Sent a confirmation text
Explained the service area and referred them
Confirmed the callback number
Recorded text-message consent
Sent a confirmation text
Explained the service area and referred them
Confirmed the callback number
Recorded text-message consent
Booked
Tuesday October 27, arriving between 10 AM and 12 PM · Tech: a technician · •• Sarno Road, Melbourne
[ 02 / Transcript ]
Conversation
23 turnsCallie
Thanks for calling Space Coast HVAC, this is Callie.
Callie
How can I help today?
Caller
Hey, I need a tune-up on my AC.
Callie
Happy to help with that tune-up. Can I get your name, please?
Caller
Dale Hutchins.
Callie
What's the service address, with the town?
Caller
I'm right by the Publix on US1.
Callie
I still need the house number and street so the tech can find you, plus the town.
Caller
Gotcha, it's •• Sarno Road in Melbourne.
Callie
Just to confirm, that's 1 4 5 •• Sarno Road, in Melbourne, right?
Caller
Yep, that's the one. Any day this week works fine for me.
Callie
Sounds good. Is (845) •••-0174 the best number to reach you? Space Coast HVAC can text you a confirmation and updates about this appointment at this number. Up to 5 texts per request. Msg and data rates may apply. Reply HELP for help or STOP to opt out anytime. Is that okay?
Caller
Yep, that number works and texts are fine.
Callie
Perfect, that number works great. I've got Tuesday, October 27th, arriving between 8 and 10 AM, or Wednesday, October 28th, also between 8 and 10 AM, which works better for you?
Caller
Tuesday between 8 and 10 AM sounds good to me.
Callie
Tuesday, October 27th, arriving between 10 AM and 12 PM, or Tuesday, November 3rd, also arriving between 10 AM and 12 PM, which works better for you?
Caller
Tuesday, October 27th between 10 and 12 works fine too.
Callie
Just to confirm, Tuesday October 27, arriving between 10 AM and 12 PM. Should I book that?
Caller
Book it.
Callie
You're all set for Tuesday October 27, arriving between 10 AM and 12 PM with a technician. I'll text you a confirmation. Anything else, just call or text this number.
Callie
Is there anything else I can help with?
Caller
That's all I need, thanks.
Callie
Thanks for calling Space Coast HVAC. You have a great day now, bye!
[ 04 / Decisions ]
How it decided
Decisions (23)
| Step | How | Picked | Confidence |
|---|---|---|---|
| triage | rule | booking | 0.88 |
| decide_ack_area | rule | ||
| decide_gate | rule | name | 1.0 |
| gate_ask_name | phrasing | natural | |
| decide_gate | rule | address | 1.0 |
| gate_ask_address | phrasing | canned:timeout | |
| decide_gate | rule | address | 1.0 |
| gate_ask_address | phrasing | natural | |
| decide_gate | rule | address_confirm | 1.0 |
| gate_confirm_address | phrasing | canned:new_number | |
| decide_gate | rule | callback_confirm | 1.0 |
| gate_confirm_callback | phrasing | natural | |
| decide_gate | rule | go_booking | 1.0 |
| collect_pick | phrasing | natural | |
| decide_pick | rule | ask | 1.0 |
| collect_pick | phrasing | natural | |
| decide_pick | rule | confirm | 1.0 |
| collect_slot_ok | phrasing | canned:missing_fact:am | |
| decide_confirm | rule | book | 1.0 |
| decide_booked | rule | yes | 1.0 |
| decide_confirm_text | rule | ||
| wrap_up | phrasing | canned:promise_in_lead_in | |
| end_call | phrasing | natural |