[ 01 / Summary ]
What happened
What they needed
hi callie, seem to have issue with the A/c turning off and on a lot
Callie did
Booked Thursday October 29, arriving between 8 and 10 AM 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
Thursday October 29, arriving between 8 and 10 AM · Tech: a technician · •• Main st, Merritt Island
[ 02 / Transcript ]
Conversation
18 turnsCallie
Thanks for calling Space Coast HVAC, this is Callie.
warmly Thanks for calling Space Coast HVAC, this is Callie.
Callie
How can I help today?
friendly How can I help today?
Caller
hi callie, seem to have issue with the A/c turning off and on a lot
Callie
Happy to help with that. Can I get your name?
cheerfully Happy to help with that. Can I get your name?
Caller
bobby wright
Callie
Thanks, Bobby. What's the service address, with the town?
warmly Thanks, Bobby. What's the service address, with the town?
Caller
•• Main st, merritt Island FL
Callie
Just to confirm, that's 3 1 •• Main Street, in Merritt Island, right?
Caller
yup
Callie
Is (321) •••-0111 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
sure
Callie
We've got Wednesday October 28 or Thursday October 29, both arriving between 8 and 10 AM. Which works better for you?
cheerful We've got Wednesday October 28 or Thursday October 29, both arriving between 8 and 10 AM. Which works better for you?
Caller
thursday sounds good
Callie
Just to confirm, Thursday October 29, arriving between 8 and 10 AM. Should I book that?
Caller
lets do it
Callie
Great, let's lock it in. You're all set for Thursday October 29, arriving between 8 and 10 AM with a technician. I'll text you a confirmation. Anything else, just call or text this number. Is there anything else I can help with?
cheerful Great, let's lock it in. warmly You're all set for Thursday October 29, arriving between 8 and 10 AM with a technician. I'll text you a confirmation. friendly Anything else, just call or text this number. warmly Is there anything else I can help with?
Caller
im good, thank you
Callie
You're set for Thursday October 29, arriving between 8 and 10 AM. Thanks for calling Space Coast HVAC. Have a great day, bye now!
warmly You're set for Thursday October 29, arriving between 8 and 10 AM. Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 04 / Decisions ]
How it decided
Decisions (21)
| Step | How | Picked | Confidence |
|---|---|---|---|
| triage | rule | booking | 0.92 |
| decide_ack_area | rule | ||
| decide_existing | rule | ||
| decide_gate | rule | name | 1.0 |
| gate_ask_name | phrasing | natural | |
| 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 | canned:too_long | |
| decide_gate | rule | go_booking | 1.0 |
| decide_offer | rule | ||
| collect_pick | phrasing | natural | |
| decide_pick | rule | confirm | 1.0 |
| collect_slot_ok | phrasing | canned:new_promise | |
| decide_confirm | rule | book | 1.0 |
| decide_booked | rule | yes | 1.0 |
| decide_confirm_text | rule | ||
| wrap_up | phrasing | natural | |
| end_call | phrasing | canned:booking_claim |