CSR / Dispatcher

Send a running-late text

  • Est. time saved5 min per text
  • Works withCopilot · ChatGPT · Gemini
  • GroupBook & Do the Work
  • Ref.WO-0024

Part of kits: New CSR first week (step 5 of 5), Busy season dispatch survival (step 1 of 5)

Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.

When to use it

When a tech is going to miss the arrival window.

The prompt

Copy this, then replace everything in [brackets].

Write a running-late text.
Customer first name: [name]; Tech: [first name]
Original window: [time]; New ETA: [time]
Reason: [previous job ran long]
Option: [reschedule link or call]

Under 250 characters, apologetic but brief, real time.

Before / after

Before: Customer calls angry at 4:05.

After (example output):

Hi Sam, so sorry. Marco’s previous call ran long and he’s now about 45 min behind. New ETA is 4:30 PM. If that doesn’t work, reply here and we’ll find another time. — [Company]

Tips

  • Text before the window ends, not after.
  • Write scripts once, then practice them. The AI is for drafting, not for live calls.
  • Keep it short. People read texts on a phone in a hot house.
  • Review every draft before you send it. You’re accountable for what goes out.