Fix each feature where it stands.
An earlier pass on September 23 replaced both workflows with a ten-question intake, which removed the insurer handling, the transfer, the evaluation offer and the team emails. On September 24 the snapshot was rebuilt instead: both original workflows were restored and repaired, four contact fields, the Company Name variable and a Free Hail Evaluation bookable were created, and the temporary intake was removed. The agent is [FIXED] Auto Hail Repair Coordinator.
Every source finding has a disposition.
Both team emails go to the account's support address. They carry Votel's call summary and a recording link, not the full transcript.
The imported number is gone. The transfer uses one rule, Monday to Saturday 8 to 6 Central, with a [Team Phone Number] placeholder that Votel flags until the owner sets it.
Vehicle owners are now tagged client, so their new-lead email sends.
Insurance company, customer name, claim number and vehicle are saved to contact fields, and the post-call emails read those fields.
First and last names are asked and saved separately.
Vehicle Year, Make and Model field created and asked on every owner call.
Email steps stay in place and are flagged until a sender is connected.
A Free Hail Evaluation bookable (30 minutes, in person) with text and email confirmations, reschedule and cancellation notices and 24-hour and 1-hour reminders, booked from the call.
The three answer steps stay, limited to general answers: no prices, approvals, coverage, paint-free promises or repair times. A knowledge base is an owner step.
The call workflow starts on inbound calls to this agent's number only.
The insurance and client tags are removed right after the team email, so each call is classified on its own.
The hard-coded persona, location and empty FAQ headings are gone; the prompt is neutral and the shop name comes from Company Name.
Transfer answered writes a note, both emails clear their tag, and a call with no tag writes a note.
The insurer email used an old variable format; one answer step told the agent to treat callers as unwilling to pay; the closed-shop message hard-coded hours; stored model was GPT-4.1 Mini. In testing, the question steps did not speak first after the greeting, so the agent went quiet (spoken lead-ins added); a request for a later follow-up was treated as do-not-contact (rule tightened); and with no greeting the agent made up a shop name (rule added).
The same design, now able to run.
Text version of this diagram
Before: the workflow started on any chat, text or call; the transfer went to a number from Votel's own account; claim details were kept only inside the call and full names went into First Name; vehicle owners were never tagged, so their post-call email never sent; emails carried the transcript and recording to an outside address; and appointment scheduling was promised with no booking step. After: the workflow starts on inbound calls only and transfers to the owner's team line; insurer, claim and vehicle details are saved to contact fields with first and last names separate; each call is tagged insurer or client and the tag is removed after the team email; team emails go to the support address with a summary and recording link; and a Free Hail Evaluation booking with text and email confirmations is built in.
Text version of this diagram
An inbound call is greeted with the shop name and asked whether the caller is from an insurance company or a vehicle owner with hail damage. Insurers answer six questions (first and last name, insurance company, callback number, the customer on the claim and the claim number), all saved to the contact, and are tagged insurance for this call. They choose between an estimate and a vehicle in the shop. Estimate questions split into line items, which are noted without any approval or amount, and process questions, which are answered within limits. Every insurer path ends with a transfer to the team. Vehicle owners answer four questions (name, phone, vehicle year, make and model) and are tagged client for this call. If they have already been evaluated they can ask questions, answered within limits, and are then transferred. If not, they are offered the free evaluation: the booking step books it and confirms the time, a failed booking creates a scheduling task, and a caller who says not now is invited to stop in. The transfer rings the owner's team line; an answered transfer is noted, and no answer or a closed shop creates a return-call task before the call ends.
Text version of this diagram
When an answered inbound call ends, the workflow checks the tag set during the call. Insurer calls send the team an email with the representative, company, callback number, customer, claim number, call summary and recording link, then remove the insurance tag. Vehicle-owner calls send a new-lead email with the vehicle, summary and recording link, then remove the client tag. A call with neither tag gets a note and no email.
Checked in the editor and the simulator.
34 steps and 39 links survive a save in Votel's editor with no dangling links.
With the transfer bypassed for the test, insurer paths ran 17 to 21 steps and scored 96 to 98 with cooperative and rambling callers.
The booking path ran 16 steps and scored 98 twice; a failed booking created the scheduling task (97). Runs where the scripted caller stopped replying paused early; transcripts show the agent asking the next question correctly.
No prices, approvals, coverage, paint-free or timing promises, no sensitive details, do-not-contact respected. The misses are booking and transfer requests, which need the workflow.
The simulator cannot set tags or a call status, so the email branches are owner acceptance tests.
Need a phone line, SMS number, sender, published bookable and account balance.
Remediation complete.
The rebuilt account is ready for final acceptance and master snapshot generation.
Open final audit →