A booked visit still brings calls: when is my tech coming, can we move it, can we cancel.
Where it breaks down:
Customers call to ask when the technician is arriving.
The front desk stops what it's doing to look it up.
Changes come in at the last minute.
A slot goes empty because nobody could fill it in time.
Cancellations arrive after hours.
The tech drives out to a house nobody is at.
We started with the three things customers ask about a visit that's already booked.
- Most of these calls are lookups and small changes to a schedule you already have.
- A change only counts if it's on the schedule and in writing.
- A cancellation is worth most when you hear about it early.
The agent had to:
- Confirm who is calling before sharing or changing a visit.
- Make changes only within the rules you set.
- Update the schedule, and confirm in writing.
A RevAIvo Voice agent that handles changes and questions about visits that are already booked.
Identity first
Confirms the name and address on the booking before it shares or changes anything.
Your schedule, your rules
Reads the visit from the calendar you connect, offers the openings you allow, and reschedules or cancels within your rules.
Consent first
The first text carries the updated visit details, and asks the customer to confirm they would like text updates. Later texts go only to customers who confirm.
Dispatch for the rest
If a question can't be answered from the schedule, such as where a truck is right now, it's logged as a callback request for dispatch.
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 already under way.
- The customer disputes a trip charge or a past bill.
- The customer reports a problem with earlier work.
- The customer asks for a person.
What the call sounds like
Hi, I have a visit booked for tomorrow morning, and I need to move it. Something came up.
No problem. Can I have the name and address on the booking?
Dana Ortiz, 1450 Maple Court.
Thanks, Dana. I see your visit tomorrow from 8 to 10 a.m. I have openings Thursday from 8 to 10 a.m. and Friday from 1 to 3 p.m. Which works better?
Thursday morning.
Done. You're now booked for Thursday, 8 to 10 a.m. When we hang up I'll text you the updated confirmation. 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 Dana, this is Brightwater Heating & Air. Your visit has moved to Thursday, 8 to 10 a.m., at 1450 Maple Court. 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 Dana, your visit has moved to Thursday, 8 to 10 a.m., at 1450 Maple Court. 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 350 reschedule and status 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, how each call ended, and how many needed a callback.
Reschedules and status questions handled from your schedule, with every change confirmed in writing.
Fewer interruptions for the front desk, and fewer empty slots.