Auto — Collision / Body Shop Estimate
Inbound collision repair inquiry. Captures damage details, insurance status, and drivability before scheduling an estimate.
When this runs
classifies this work type when the caller says things like:
How the call goes
4 surface rules tied to missing field definitions. Urgent first.
Ask if the vehicle is drivable — non-drivable needs tow coordination.
urgent“Is the vehicle drivable, or will we need to arrange a tow?”
Field: Vehicle drivable
Ask if they're going through insurance or paying out of pocket — different process for each.
important“Are you planning to go through insurance, or would you prefer an out-of-pocket estimate?”
Field: Going through insurance
Ask about airbag deployment — vehicles with deployed airbags are often totaled, changes the conversation.
important“Did any airbags go off?”
Field: Airbags deployed
Ask if they need a rental — we may have a direct-bill relationship with their carrier.
important“Will you need a rental car while the vehicle is being repaired?”
Field: Rental car needed
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Quote a repair cost before in-person inspection and teardown.
Guarantee repair timeline before parts availability is confirmed.
Advise on whether a vehicle should be totaled — that's the adjuster's determination.
Promise the vehicle will look 'like new' before inspecting.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- Schedule estimate appointment
- Advise bring insurance info
- Discuss tow if not drivable
Then creates a job with:
- Caller name
- Callback number
- Vehicle year/make/model
- Damage description
- Vehicle drivable
- Going through insurance
- Insurance carrier
- Claim number (if filed)
- Photos of damage available
- Rental car needed
- Preferred estimate appointment
- Airbags deployed
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