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Outbound

Reschedule (disruption).

When something goes wrong your end — a tech off sick, the day running badly behind — it rings the affected customers to apologise and move their booking.

Goal

Reach each affected customer, apologise once and sincerely, and rebook them at a new time. Hand off to a human if they're upset or want something we can't commit to.

Triggers

  • You flag a disruption on the Staff page (a staff member off, or everyone) — it reschedules their booked jobs over the next 48 hours

What the AI does

  • Outbound disclosure + a brief apology naming the booking time
  • Explains the reason briefly and honestly, only if asked
  • Offers new times and rebooks via reschedule_job_time (pre-confirmed)
  • Cancels without pressure if the customer would rather
  • Escalates a frustrated customer to a human callback

What the AI won't do

  • Over-apologise or repeat the sorry every line
  • Blame a named staff member or over-share the reason
  • Offer a discount or compensation — that's the owner's call
  • Book a new time before the customer agrees to it

Tools available to the AI

lookup_customer_historysuggest_alternative_timesreschedule_job_timecancel_job_bookingschedule_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 sick day or a blown-out run doesn't turn into a dozen no-shows and angry callbacks — customers are moved with an apology before they're left waiting.

Toggle

Triggered on demand from Staff → 'Had a disruption?' — pick who's affected + a reason. Existing-customer service calls; the after-hours guard still applies.

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