Towing — Emergency Dispatch
Inbound roadside / tow dispatch. Pin location and safety status are the first two slots, billing path is third.
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.
Get precise location — cross street, mile marker, or share a pin via text. Generic addresses kill ETA.
urgentField: Precise location (cross street / mile marker / pin)
Ask if they're in a travel lane or on a shoulder, and whether they're inside the vehicle. Travel lane → advise 911.
urgentField: In travel lane / shoulder / accident scene
Ask if they have AAA or another motor club — different billing flow.
importantField: AAA or other motor club
Ask if the vehicle is AWD, low-clearance, or modified — flatbed required.
normalField: AWD / low-clearance / modified (flatbed)
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.
Guarantee ETA before dispatch confirms.
Quote a final price without distance and equipment confirmation.
Tell the caller to stay with the vehicle when they're in a travel lane.
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
- Confirm destination
- Share eta window
- Advise safety actions
Then creates a job with:
- Caller name
- Callback number
- Precise location (cross street / mile marker / pin)
- In travel lane / shoulder / accident scene
- Vehicle year/make/model
- Vehicle color
- Reason for tow
- Destination (home / shop / dealer)
- Police on scene
- Payment method
- AAA or other motor club
- AWD / low-clearance / modified (flatbed)
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