Call types
Changes & Extensions
Changes the agent can verify are handled on the call; anything it can't becomes a callback with a window and the reason.
What Maya checks
- Caller identified from caller ID or reference
- Change checked against availability
- New price quoted before confirming
- Callback promised when it can't be verified
- The rule
- Never promises what it can't check
- Routed to
- Operations
Products that handle it
Start with the calls you lose tonight
Most pilots start after hours with bookings, changes and emergencies, then move into office hours once the numbers are clear.