Accident Scene Vehicle Recovery
Inbound call for vehicle towing from an accident scene.
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.
Immediately ask if anyone is injured — if yes, confirm 911 has been called.
urgent“Is anyone injured? If so, have you called 911?”
Field: Injuries at scene
Get the exact location of the accident — address, intersection, or highway mile marker.
urgent“Where exactly is the accident — can you give me the address, nearest intersection, or highway and mile marker?”
Field: Accident location / cross streets
Ask if the vehicle is blocking traffic, as this affects dispatch priority.
urgent“Is the vehicle blocking traffic right now?”
Field: Vehicle blocking traffic
Ask where they want the vehicle towed — a body shop, their home, or if they need a recommendation.
important“Where would you like the vehicle towed — do you have a body shop in mind, or would you like us to take it to our yard for now?”
Field: Tow destination (body shop, home, impound)
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.
Never provide medical advice for injuries.
Do not guarantee arrival time at an accident scene.
Never advise the caller to move the vehicle if it could be unsafe.
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 accident location
- Confirm callback number
- State estimated arrival
- Confirm tow destination
Then creates a job with:
- Caller name
- Callback number
- Accident location / cross streets
- Injuries at scene
- Police on scene or en route
- Vehicle year, make, model
- Vehicle driveable
- Number of vehicles involved
- Tow destination (body shop, home, impound)
- Insurance company name
- Vehicle blocking traffic
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