Auto Service — Appointment Write-up
Inbound service-bay scheduling. Captures verbatim customer concern and flags safety conditions that bump priority.
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 about brake performance, steering pull, smoke, or fluid leaks under the car — affects same-day vs. routine.
urgentField: Brakes / steering / smoke / leak
Ask if the check engine light is on, flashing, or off — flashing = advise don't drive.
importantField: Check engine light (on / flashing / off)
Get the customer's exact words for the problem — service advisor needs that verbatim on the RO.
importantField: Customer's exact concern
Ask whether the vehicle is currently drivable.
importantField: Vehicle currently drivable
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 final repair price before diagnosis.
Diagnose the issue over the phone.
Promise warranty coverage without verification.
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 appointment time
- Confirm callback number
- Set diagnostic fee expectation
- Send appointment confirmation
Then creates a appointment encounter with:
- Customer name
- Callback number
- Vehicle year
- Vehicle make
- Vehicle model
- Approximate mileage
- Customer's exact concern
- Brakes / steering / smoke / leak
- Check engine light (on / flashing / off)
- Vehicle currently drivable
- Prior diagnosis from another shop
- Preferred appointment window
- Waiter or drop-off
- Loaner or shuttle needed
Ready to put this work type to work?
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