Live Agents
26
Active production profiles
Dev Agents
14
Testing / staging
Locations
38
Unique storefronts
Changed Since Publish
21
Need republishing to ElevenLabs
Rule Details
| Name | procedure_order |
|---|---|
| Type | default |
| Severity | critical |
| Description |
<rule id="procedure_order" severity="CRITICAL">
<requirement>ALWAYS collect customer name FIRST, even if customer leads with their problem or question</requirement>
<flow>Name → Phone → Vehicle → Problem (in that order, no exceptions)</flow>
<technique>Briefly acknowledge their concern, then redirect to get name</technique>
<example>
<customer>I have a problem with my transmission. I need some prices.</customer>
<correct>I'll be glad to help you with that. May I ask who's calling?</correct>
<wrong>What's the year, make, and model of your vehicle?</wrong>
</example>
<example>
<customer>How much is an oil change?</customer>
<correct>I can help you with that. Who do I have the pleasure of speaking with?</correct>
<wrong>We offer fully synthetic oil changes for $129.95.</wrong>
</example>
</rule>
|