Engage AI Batch Texting: Add Additional Contact Types

It is a great tool, especially with its current focus on maintenance. However, I believe it is missing a valuable opportunity to improve customer experience.

With Batch Texting feature allowing messages for Confirms, No-shows, and Maintenance, I propose that we set up Engage AI to automatically reply in the same way it does for maintenance, for these other contact types. This will not only improve the customer experience by giving them the ability to easily reschedule appointments, but it will also save time for BDC and appointment coordinators. Specifically, for no-show appointments, Engage AI can offer the option to reschedule and even probe for responses such as "done elsewhere."

For appointment confirmations, integrating Engage AI would allow all stores to send an auto-text with a template that asks the customer to confirm their appointment (e.g., Type Y to confirm). If the customer replies with something other than 'Y,' Engage AI can automatically provide the option to reschedule using standard scripting.

Additionally, for maintenance-based fetch appointments, Engage AI could respond similarly to how it handles maintenance-related inquiries. This would ensure that customers are provided with the same level of service, allowing them to book appointments seamlessly while also streamlining responses. It would also help reduce the number of texts that simply say customers don't own the vehicle, especially since fetches often pull customers who wouldn't typically be contacted as frequently.

I believe these enhancements will significantly improve efficiency, reduce manual responses, and provide a more consistent experience for our customers.