Skill: Running Late

  • Updated

Save time by configuring how you would like your agent to react when notified that the caller is running late. You can let your customers know about your running late policy, whether you offer a grace period, or if there are any consequences for their missed appointment i.e. results in cancellation of the appointment, extra charges, etc. 

 

The phrases that can trigger running late are:

I'm running late

Running late for an appointment

 

This skill can be setup to perform the following 4 actions in response to your caller:

  1. To say something personalized(default; used by most businesses)

If you have any specific instructions for customers that are running late to their appointment, or want to provide any other important information to your callers regarding your running late policy, you can use this space to customize your response. 

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Tips: Here are other configurations available to use for this skill (these are less commonly used by businesses)

  • To send a running late link via text message 

If you have a website that has information about the various policies for your business / what consequences do the customers have to face who are running late for example late fees, etc., you can choose this option. You can set your agent to respond to your caller who’s running late with a customized message followed by an offer to send an online link. If the caller agrees to receive the link, the agent will be able to send that as a text message.

  • To connect the caller to the business # (requires you to have a business #) 

If your preference is to talk to the customers directly when they inform you about running late. For example: if you have any specific requirements, want to inform them about the consequences that apply, or have any additional questions for your customers, you can choose this option to connect them to your business line to speak with someone.

  • To take a running late message

If you’d like your callers to leave a message for you when they call about running late, you can select this option. If the caller agrees to leave a message, it captures customer information such as their name, their contact preferences (call or text) and their message, which will appear in your dashboard as a recorded call in the “calls” tab. It will follow the flow of message taking [link article to learn more about the details how messages are handled..

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