How Does The Miles Virtual Service Agent Schedule Appointments?
When enabled Miles can respond to customer text messages, answer phone calls, and assist your customers with scheduling appointments.
Your Miles Virtual Service Agent will respond to customers and work to schedule appointments on your behalf. To do this, Miles uses your Appointment Settings in Retention Pro to offer available times. When a customer selects one of those times, the appointment will be created as either Pending or Confirmed, depending on your settings.
How To Configure Settings:
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Go to Service at the top of your screen and select Appointments from the left side menu.
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Select the Setup button at the top right of the Appointments screen.
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Once you click the Setup button it will open another page with menu options to select including Calendar, Services, Scheduler, Website Integration, Calendar Feed, Pending / Confirmation Messages, Available Vehicle Makes, and Max Multibooking.
- You will want to confirm/adjust the settings in:
- Scheduler - Hours that your shop is available for appointments, how many hours in advance an appointment must be scheduled, and appointment time intervals.
- Pending / Confirmation Messages - The messages your customers receive when an appointment they requested has been added to your schedule.
- There is a toggle on this page that says "Auto-confirm all new incoming appointment requests" - This toggle controls whether the appointments Miles creates are Pending or Confirmed.
- If this toggle is turned off, any appointments Miles creates will appear as Pending in your Retention Pro system until you manually review and confirm them.
- There is a toggle on this page that says "Auto-confirm all new incoming appointment requests" - This toggle controls whether the appointments Miles creates are Pending or Confirmed.
- Max Multibooking - The maximum number of appointments that can be scheduled per time slot.
- Then select Management at the top of your screen and find the Miles Service Drive option in the Company Settings menu.
- Make any necessary adjustments to "Operating Hours Display" as this is how Miles will discuss your business hours with customers.
- Example: A customer says they want to schedule an appointment on Thursday at 6pm but your available hours listed are "Thursday 10am-4pm". If you have put those hours in this box Miles will respond "I can help with that. On Thursday our business hours are from 10am-4pm. Would you like to book an appointment during those hours on that day?"
- Example: A customer says they want to schedule an appointment on Thursday at 6pm but your available hours listed are "Thursday 10am-4pm". If you have put those hours in this box Miles will respond "I can help with that. On Thursday our business hours are from 10am-4pm. Would you like to book an appointment during those hours on that day?"
- Make any necessary adjustments to "Operating Hours Display" as this is how Miles will discuss your business hours with customers.
For more on the Miles Virtual Service Agent please see:
Enabling the Miles Virtual Service Advisor
Configurations and Settings for the Miles Virtual Service Advisor