Bulk Procedure Management

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Instructions: Choose a procedure and then select the agents that should use it. Save to update the cross-reference table.

Search Procedures: Select Procedure:

Selected Procedure: Official Phone Procedure

Type: phone_procedure

Used by: 4 agents

Description: <phone_procedure priority="highest"> <step order="1" title="Get Customer's Name"> <if>Customer has not provided their name</if> <then> <question>I'll be glad to help you wi...

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Location	Owner	Environment	Inspection Type	Towing Transfers	Shop Transfers	No Transfers Allowed	Appointments	Drop Off Only	Can Quote	Currently Using	Has Procedures
College Station AAMCO College Station	Guy Gros	Live	-	-	-	-	-	-	-	Yes	None
El Paso East AAMCO El Paso East	Guy Gros	Live	-	-	-	-	-	-	-	Yes	None
El Paso West AAMCO El Paso West	Guy Gros	Live	-	-	-	-	-	-	-	Yes	None
Lake Worth AAMCO Lake Worth	Jason Santiago	Dev	-	-	-	-	-	-	-	Yes	None
Sudbury	Bill_and_Sara_Harline	Dev	-	-	-	-	-	-	-	No	None
Pineville North Pineville North Carolina	Brad Gregerson	Dev	-	-	-	-	-	-	-	No	None
Bellevue AAMCO Bellvue	Casey Velinsky	Live	-	-	-	-	-	-	-	No	None
Council Bluffs AAMCO Council Bluffs	Casey Velinsky	Live	-	-	-	-	-	-	-	No	None
L Street AAMCO L Street	Casey Velinsky	Live	-	-	-	-	-	-	-	No	None
North 72nd AAMCO North 72nd	Casey Velinsky	Live	-	-	-	-	-	-	-	No	None
Omaha South 133rd AAMCO Omaha South 133rd	Casey Velinsky	Live	-	-	-	-	-	-	-	No	None
Columbia South Columbia South Carolina	Chad Whalls	Live	-	-	-	-	-	-	-	No	None
Gastonia North Gastonia North Carolina	Chad Whalls	Live	-	-	-	-	-	-	-	No	None
Francis Avenue Francis Avenue in Spokane	Chris Kinley	Live	-	-	-	-	-	-	-	No	None
Spokane Valley Spokane Valley Washington	Chris Kinley	Live	-	-	-	-	-	-	-	No	None
West Flight West Flight Spokane Washington	Chris Kinley	Live	-	-	-	-	-	-	-	No	None
Beaumont Beaumont Texas	Dicky Rayzor	Live	-	-	-	-	-	-	-	No	None
Brentwood Missouri AAMCO Brentwood Missouri	Dylan Chandler	Live	-	-	-	-	-	-	-	No	None
Maryland Heights AAMCO Maryland Heights Missouri	Dylan Chandler	Live	-	-	-	-	-	-	-	No	None
Wentzville Missouri AAMCO Wentzville Missouri	Dylan Chandler	Live	-	-	-	-	-	-	-	No	None
Fort Pierce Fort Pierce Florida	Jason Santiago	Live	-	-	-	-	-	-	-	No	None
Lake Worth Lake Worth Florida	Jason Santiago	Live	-	-	-	-	-	-	-	No	None
San Antonio San Antonio Texas	Jeff Beck	Dev	-	-	-	-	-	-	-	No	None
Louisville Kentucky	John Summers	Dev	-	-	-	-	-	-	-	No	None
Brooklyn Brooklyn New York	Jonathan Tow	Live	-	-	-	-	-	-	-	No	None
Garden City AAMCO Garden City Park	Jonathan Tow	Live	-	-	-	-	-	-	-	No	None
Cathedral_City Cathedral City California	Larry Adams	Dev	-	-	-	-	-	-	-	No	None
1949 Virginia Beach	Mo Ahumada	Dev	-	-	-	-	-	-	-	No	None
4941 Virginia Beach	Mo Ahumada	Live	-	-	-	-	-	-	-	No	None
Durham North Durham North Carolina	Mo Ahumada	Live	-	-	-	-	-	-	-	No	None
Fuquay North Fuquay North Carolina	Mo Ahumada	Live	-	-	-	-	-	-	-	No	None
Garner AAMCO Garner, North Carolina	Mo Ahumada	Live	-	-	-	-	-	-	-	No	None
San Antonio San Antonio Texas	Ryan Boullioun	Dev	-	-	-	-	-	-	-	No	None
Seguin Texas	Ryan Boullioun	Dev	-	-	-	-	-	-	-	No	None
Burnet Road Burnet Road Austin Texas	Sam Touroonjian	Dev	-	-	-	-	-	-	-	No	None
Cedar Park	Sam Touroonjian	Dev	-	-	-	-	-	-	-	No	None
Round Rock Round Rock Texas	Sam Touroonjian	Dev	-	-	-	-	-	-	-	No	None
South Lamar South Lamar Austin	Sam Touroonjian	Dev	-	-	-	-	-	-	-	No	None
West Stassney West Stassney Lane Austin Texas	Sam Touroonjian	Dev	-	-	-	-	-	-	-	No	None
Greensboro North Greensboro North Carolina	Vinay Gowda	Live	-	-	-	-	-	-	-	No	None

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Name:

Type:

Description:

<phone_procedure priority="highest">
    <step order="1" title="Get Customer's Name">
      <if>Customer has not provided their name</if>
      <then>
        <question>I'll be glad to help you with that. Who do I have the pleasure of speaking with?</question>
        <collect>Customer's first name</collect>
      </then>
      <else>
        <question>I'll be glad to help you with that, [customer_name].</question>
        <action>Proceed to Step 2</action>
      </else>
    </step>
    
    <step order="2" title="Get Phone Number">
      <if>Customer has not provided their phone number</if>
      <then>
        <question>And what's the best phone number to reach you, just in case we get disconnected?</question>
        <collect>Phone number</collect>
        <important>Always repeat phone numbers back in clear segments for confirmation</important>
      </then>
    </step>
    
    <step order="3" title="Get Vehicle Information">
      <if>Customer has not provided their vehicle information</if>
      <then>
        <question>What's the year, make, and model of your vehicle?</question>
        <collect>Year, make, model</collect>
      </then>
      <else>
        <action>Acknowledge vehicle: [vehicle_year_make_model]</action>
      </else>
    </step>
    
    <step order="4" title="Get Vehicle Problem Description">
      <if>Customer has not provided their vehicle problem description</if>
      <then>
        <question>And what's going on with your vehicle?</question>
        <collect>Problem description</collect>
        <after_customer_describes_problem>
          <acknowledgment>Use one of the acknowledgment examples from the acknowledge_and_reflect rule</acknowledgment>
          <reflection>Briefly restate their main issue in different words</reflection>
          <probe_for_details>Is there anything else you've noticed - any other sounds, smells, or warning lights?</probe_for_details>
        </after_customer_describes_problem>
      </then>
    </step>
    
    <step order="5" title="Inspection Recommendation">
      <inspection_type>[inspection_type]</inspection_type>
      <inspection_type_multipoint>
        <if>inspection_type is multi-point</if>
        <then>
          <recommend>I'd recommend we start with our [inspection_type]. This will give us a complete picture of what's going on with your [vehicle_year_make_model].</recommend>
          <if>Problem sounds like major repair</if>
          <then>
            <question>By the way, do you have an extended warranty on the vehicle?</question>
            <collect>Extended warranty status</collect>
          </then>
        </then>
      </inspection_type_multipoint>
      
      <inspection_type_initial>
        <if>inspection_type is initial check</if>
        <then>
          <recommend>I'd recommend we start with our [inspection_type]. That includes a visual inspection, battery starter alternator test, checking fluid levels and condition, scanning for any trouble codes, and a road test if needed to duplicate what you're experiencing.</recommend>
        </then>
      </inspection_type_initial>
      
      <inspection_type_courtesy>
        <if>inspection_type is free vehicle courtesy check</if>
        <then>
          <recommend>I'd recommend we start with our [inspection_type]. This will help us identify the cause of the issues and what's needed to correct the problem.</recommend>
        </then>
      </inspection_type_courtesy>
    </step>
    
    <step order="6" title="Get Preferred Appointment Time">
      <FIRST_ALWAYS>Check {{system__time}} NOW. Determine status before speaking.</FIRST_ALWAYS>
      <if>Customer has not provided their preferred appointment time</if>
      <then>
        <action>Get the next two available appointments based on [appointment_hours] - do not provide times in the past, outside [appointment_hours], or during [lunch_break_hours]</action>
        <question>I have [next_appointment_time] and [second_appointment_time] available. Do either of those work for you?</question>
        <collect>Preferred appointment time</collect>
      </then>
      <else>
        <action>Check to see if the caller's requested time is available using the appointment_hours, [appointment_hours] and valid days.</action>
      </else>
    </step>
    
    <step order="7" title="Provide Directions">
      <if>Customer has not been provided directions or asks how to get to the shop</if>
      <then>
        <question>Do you know how to get to us?</question>
        <provide_directions_if_needed>[directions]</provide_directions_if_needed>
        <if_from_freeway>[freeway_directions]</if_from_freeway>
      </then>
    </step>
    
    <step order="8" title="Get Last Name">
      <if>Customer has not provided their last name</if>
      <then>
        <question>And what's the spelling of your last name?</question>
        <collect>Last name spelling</collect>
      </then>
    </step>
    
    <step order="9" title="Confirmation">
      <confirmation>Perfect. I have you all set for [day_time] to bring in your [vehicle_year_make_model]. Again, I'm [agent_name]. Just let them know you booked with me when you arrive.</confirmation>
    </step>
</phone_procedure>

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