Daisy - Appointment Heads-Up
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Daisy keeps customers posted on the day of their appointment, so they know when to expect your tech and aren't left wondering. She works the way a good dispatcher works the phones on a busy day, using only what your ServiceTitan account tells her.
So when Daisy does something you didn't expect, the answer is almost always in your ServiceTitan records: the appointment's arrival window, its status, or whether the tech has started the job. This article explains each rule she follows and why it's there.
What Daisy does
Texts customers on the day of their appointment, during their arrival window.
Lets them know the window has started, and reassures them they're still on the schedule.
If the window ends and the tech hasn't arrived, apologizes and asks your dispatch for a real arrival time.
Passes cancellations, access problems and changes to your team.
Daisy doesn't move appointments, reroute technicians, or guess arrival times. Those stay with your dispatch.
Where Daisy gets her information
Today's appointments: the arrival window, the service, and the job status (scheduled, dispatched, working, done, on hold or cancelled).
Customer records: phone numbers, residential or commercial, do-not-contact and do-not-service status, and tags.
Daisy checks the appointment again before every text. Why: the day changes fast. If the tech has started the job, she stops.
Why this matters: Daisy can only be as accurate as your dispatch board. If techs don't mark themselves working when they arrive, she'll keep sending reassurance texts.
Which appointments Daisy covers
Today's scheduled appointments, for the job types your account covers.
Residential customers, on most accounts.
Some job types are left out, such as internal or multi-day jobs.
When Daisy texts
Daisy texts at three points in the arrival window:
When the window opens: she introduces herself, names the service, and restates the window. For example: "Hi Dana, this is Daisy with the [your company] scheduling team. Your arrival window for your AC repair has started. We have you down between 10:00 and 2:00. Feel free to go about your day and we'll keep you posted."
Halfway through: a short note that they're still on today's schedule.
Ten minutes before the window closes: another short note, if the tech still hasn't started the job.
Example: a 10 a.m. to 2 p.m. window gets texts at 10:00, 12:00 and 1:50.
She skips any text that would land within 30 minutes of the last one, so a short window gets fewer texts. She stops as soon as the tech marks the job working, or the job is done, on hold or cancelled.
If the tech runs late
If the window has closed and the tech hasn't started the job, Daisy apologizes for the wait, tells the customer she's getting an update, and flags it for your dispatch to give them a real arrival time. She never guesses a new time. Why: a wrong guess is worse than no guess.
What happens when a customer replies
They need to cancel or reschedule: Daisy flags it for your team and tells them someone will be in touch shortly. She doesn't cancel it herself.
An access problem, like a gate code or a dog in the yard: she passes it to your team so the tech knows.
They ask when the tech will arrive: she restates the window, and flags it for dispatch if the window has passed.
"Stop": she marks them do-not-contact, and that holds for every agent.
Flagged conversations show as needing attention in your Conversations inbox, and your team is notified through the path set up for your account. For how escalation works, see Working Your Conversations Inbox.
How to change how Daisy works
In ServiceTitan, your team controls the records Daisy reads:
Arrival windows and appointment status. Techs marking themselves working on arrival is what stops Daisy's texts.
Do-not-contact, do-not-service, and your exclusion tags.
From Daisy's page in UpSmith:
Pause and resume her sends.
With Ask Jenny, you can change which appointments Daisy covers and what she says. For example:
"Only text at the start of the window." (changes how many texts)
"Leave out install appointments." (leaves out a job type)
"Mention that customers can reply with a gate code." (changes her message)
See Build & Edit Campaigns with Ask Jenny and Adjust Your Agent's Persona & Objectives.
If you'd like help putting a change into words, or Jenny tells you something is outside what she can do, email support@upsmith.com and we'll take care of it.
Common questions
Why did Daisy keep texting after our tech arrived?
The tech didn't mark the job working in ServiceTitan when they arrived. Once they do, Daisy stops.
Why did Daisy tell a customer we're running late?
The arrival window closed and the job still wasn't marked working. She asked dispatch for a real time instead of guessing. If the tech was already there, have them mark the job working on arrival.
Why didn't a customer get Daisy's texts?
Check that the appointment is today, scheduled, and a job type your account covers, and that the customer isn't marked do-not-contact.
How do I stop Daisy texting one customer?
Mark them do-not-contact in ServiceTitan or add one of your exclusion tags; that stops every agent.