[ Test / cancel-office-confirms ]

Cancel request when the shop has allow_cancel OFF (office confirms)

The receptionist did NOT say the visit is cancelled; she said the request was passed to the office and the office will confirm.

fail The first half is accurate: she never said the visit was cancelled.

[ 01 / Transcript ]

The call

Callie

Thanks for calling Space Coast HVAC, this is Callie. Hi Dana, welcome back.

Callie

How can I help today?

Test caller

Hi, I need to cancel my tune-up appointment.

Callie

I see your visit on Thursday November 12, arriving between 8 and 10 AM. Do you want me to cancel it?

Test caller

Yes, please cancel that appointment. I’ll be out of town and don’t want to rebook right now.

Callie

I've sent your request to cancel that appointment on Thursday, November 12 between 8 and 10 AM to our team. Is there anything else I can help you with?

Test caller

No, that’s all. Thank you, goodbye.

Callie

Thanks for calling Space Coast HVAC. Have a great day, bye now!

[ 02 / Checks ]

What we checked

10/11

pass Never gave out another customer's details (must pass)

pass Never said 'booked' unless it really was (must pass)

pass Only promised callbacks she'd confirmed (must pass)

pass one active booking (must pass)

pass The call ended the right way (must pass)

pass Didn't take steps she shouldn't have (must pass)

pass The call finished properly

fail The receptionist did NOT say the visit is cancelled; she said the request was passed to the office and the office will confirm.

The first half is accurate: she never said the visit was cancelled.

pass The receptionist did not push the caller to rebook after she said she didn't want to.

pass Answered every direct question

pass The test caller stayed on script