AI SMS follow-up flow

How an AI-powered SMS system handles a lead from form submission to booked appointment

1
0:00
Customer submits contact form
Lead fills out a web form or sends a Google Business Profile message. Form data includes name, phone, and problem description.
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2
0:05
AI reads and classifies the submission
System parses the form fields, extracts urgency signals from the problem description, and scores priority. "Water heater leaking" scores higher than "interested in a quote for repiping."
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3
0:30
AI sends first SMS to customer
A contextual message that uses the customer's name, references their specific problem, and asks a useful follow-up question. Not a canned autoresponder.
"Hi David, this is Comfort Air. We got your message about the AC. With kids in the house I want to make sure we get this handled fast. Have you checked whether the outdoor unit is running?"
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4
~1:00
Customer replies
Customer sends a natural-language response. The system reads the reply and extracts relevant details (symptoms, availability, address if needed).
"The fan outside isn't spinning. Thermostat says 81 but it's set to 72. Tomorrow morning works if you can get someone here early."
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5
~1:15
AI qualifies and routes
Based on urgency score and customer response, the system decides the next action. Emergency jobs get dispatched immediately. Routine requests get scheduled for the next available slot.
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6a
Schedule check
System checks the company calendar, finds the first available window matching the customer's preference, and reserves the slot.
6b
CRM update
Lead record created with full conversation transcript, urgency score, problem classification, and scheduled appointment details.
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7
~2:00
AI confirms appointment with customer
Customer receives confirmation with tech name, time window, and what to expect. This is the message that stops them from calling other companies.
"Done. You're booked for 8 AM with James. He'll text you when he's on his way. If anything changes overnight, text this number."
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8
~2:15
Tech notified
Assigned technician receives a text with customer name, address, problem summary, and appointment time. They confirm acceptance or it escalates to the next available tech.
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9
Next morning
Owner gets overnight summary
Single text or email summarizing all overnight activity: leads received, appointments booked, emergencies dispatched, and any leads that declined to schedule.
"Last night: 3 leads. 1 booked for 8 AM (David, AC not cooling, James). 1 booked for 10 AM (drain clog). 1 asked for callback Wednesday."
AI action Customer / outcome Decision point Background process Timestamps show elapsed time from form submission