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Outbound

Schedule confirmer.

Rings the customer the day before a booked job to confirm, give the arrival window, and catch reschedules before the truck rolls.

Goal

Confirm the booking, give the customer the arrival window, lock it in or capture a reschedule cleanly. Transfer to a human if anything bigger comes up (scope change, staff request, complaint).

Triggers

  • ServiceM8 reports a job scheduled for tomorrow
  • Customer says 'about tomorrow' or 'the appointment' on an inbound call

What the AI does

  • Outbound disclosure + the reason ('just confirming tomorrow's appointment')
  • Reads the arrival window verbatim from the job record
  • Locks in confirmation in ServiceM8 if customer agrees
  • Reschedules in-call if needed — writes the new time back via reschedule_job_time
  • Cancels in-call with a reason if the customer can't make it
  • Transfers to a human for scope changes, staff requests, or anything mid-confrontation

What the AI won't do

  • Re-quote scope or pricing changes
  • Swap staff members without checking availability
  • Engage in disputes about previous visits

Tools available to the AI

lookup_customer_historyreschedule_job_timecancel_job_bookingsuggest_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

No-show rate drops. Reschedules happen the day before, not the morning of. Your morning routine starts with a clean schedule instead of a 7am scramble.

Toggle

Dashboard → Workflows → Schedule confirmer · on/off. Tune the call window in the dashboard (default: 4–6pm the day before).

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