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Outbound

Maintenance check-in.

Rings existing customers about a year after their last job — references the work warmly and offers the annual services your business actually does (aircon service, gutter clean, termite inspection).

Goal

Re-engage existing customers with a warm, consultative annual check-in. Reference the prior work, ask how it's held up, and offer the relevant annual maintenance services as a short menu. Book a time for whatever they want or schedule a callback — never push.

Triggers

  • Saved-query campaigns: 'Maintenance due (annual recurring)' and 'Customers we haven't seen in 12 months' — both queue from Dashboard → Campaigns
  • ServiceM8 reports a customer whose most-recent completed job is ~12 months old with no newer job

What the AI does

  • Outbound disclosure + the reason ('just a courtesy check-in, it's been about a year since we...')
  • Checks DNCR before dialling (existing-customer service calls are normally exempt; we still check)
  • References the prior job warmly so the customer knows it's not a cold call
  • Offers only services this business actually does — drawn from your configured work types flagged as maintenance, never invented
  • Books a time or schedules a specific callback for anything they want
  • Captures the reason briefly if they're not interested (already done it, moved, no longer needed)

What the AI won't do

  • Invent services your business doesn't offer
  • Push the menu more than once or upsell a customer who says no
  • Quote prices for the maintenance work — that's a human callback
  • Cold-call anyone who isn't an existing customer

Tools available to the AI

lookup_customer_historycreate_jobbook_job_timesuggest_alternative_timesschedule_callbacktransfer_to_staff

Tools are typed and bounded — the AI calls them, it doesn't define them. Each tool call is logged with an idempotency key, so retries never produce duplicates.

Success looks like

A steady trickle of repeat work from customers who'd otherwise have forgotten you. They feel looked-after, not chased — and the team's quiet weeks fill with annual services they'd have missed.

Toggle

Dashboard → Workflows → Maintenance check-in · on/off. The audience + cadence are set per saved-query campaign under Dashboard → Campaigns.

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