A tech driving to a house where nobody is home loses the slot and the trip.
Where it breaks down:
Customers forget a visit that was booked days ago.
The tech arrives and nobody answers.
Confirming by hand takes the front desk an hour a day.
It's the first thing dropped on a busy one.
A customer who can't make it rarely says so.
The slot could have gone to someone else.
We built it around one question: can you still be there?
- A short call the day before is hard to miss.
- A customer who needs to move should be able to, quickly.
- A freed-up slot is worth most when it's known early.
The agent had to:
- Reach customers who have agreed to be contacted, ahead of the visit.
- Confirm the visit, or move it within your rules.
- Update the schedule, and confirm in writing.
A RevAIvo Voice agent that confirms visits before the truck rolls.
Your list, with consent
Works only the customers on the list you provide, who have given your business their consent to be contacted.
Confirm or move
Asks whether the customer can still be there. If not, offers the openings you allow and updates the schedule.
Consent first
The first text carries the visit details, and asks the customer to confirm they would like text updates. Later texts go only to customers who confirm.
Access and details
Confirms the arrival window, who will be home, and any access details your tech needs, and notes them on the job.
It brings in your team when…
Scoped narrow on purpose. Where you've set a number it can connect the caller; otherwise it logs a callback request for your team.
- The customer wants to cancel a job that's under way, or disputes the work.
- The customer asks for a change to the price.
- The customer asks to stop calls. The request is recorded for your team.
- The customer asks for a person.
What the call sounds like
Hi, is this Alan? This is Brightwater Heating & Air, calling to confirm your visit tomorrow between 8 and 10 a.m. at 214 Birch Street. Can you still be home?
Yes, I'll be here.
Great. Will someone be able to show the technician to the unit?
Yes, it's in the garage, and I'll leave the door open.
Perfect, I've noted that for the technician. When we hang up I'll text you the visit details. The text will also ask you to confirm you'd like text updates from us, and I won't send more unless you do.
Sent after the call
Hi Alan, this is Brightwater Heating & Air. Your visit is tomorrow, 8 to 10 a.m., at 214 Birch Street. Manage your visit: brightwater.example.org/visit. Tap to confirm you'd like text updates from us: brightwater.example.org/texts. To stop texts at any time: brightwater.example.org/stop
Hi Alan, thanks for confirming. Your visit is tomorrow, 8 to 10 a.m., at 214 Birch Street. You can manage it here: brightwater.example.org/visit.
The first text asks the customer to confirm they would like text updates. Later texts go only to customers who confirm. Messages go out when the call ends, and the wording is illustrative.
What changes for your team
An illustrative scenario:
Say your team handles 900 confirmation calls a month, and the agent takes 40% of them end to end, at an assumed 5 minutes a call. These figures are assumptions for illustration, not customer results.
In a pilot we measure this with you, on your own calls in RevAIvo Pulse: calls connected, when customers pick up, and outcomes by disposition.
Visits confirmed before the truck rolls, and slots freed early when a customer can't make it.
Fewer wasted trips, without an hour of calling every morning.