Full AI & Automation System
Budget: £250 – £750 GBP
DD Davis Ltd – Full AI & Automation System Brief
This document details the complete automation, AI, and communication setup for DD Davis Ltd. It combines human-first service during working hours with AI follow-up, out-of-hours emergency handling, invoicing, and engineer dispatching. All messaging and call scripts will be personalised to match DD Davis Ltd’s friendly, local tone.
1. Working Hours (Monday to Friday, 08:00–17:00)
• Office staff answer all inbound calls directly.
• If staff are unavailable, AI receptionist can be manually enabled to answer calls, take details, and log them in Trade Portal.
• Office team makes the first call for new leads. If a lead doesn’t answer, AI follows up automatically.
• AI sends a WhatsApp and/or SMS follow-up within working hours and again between 6 p.m. and 8 p.m. with a call and WhatsApp or text.
• Once a lead replies or books, the AI stops messaging and updates Trade Portal.
• Staff receive alerts when a booking is confirmed so they can give a courtesy call.
2. Out-of-Hours (Weekdays 17:00–08:00 & Weekends)
• AI receptionist answers all calls and enquiries automatically.
• AI determines if the issue is an emergency (keywords: leak, burst, no heating, no hot water, gas smell).
• For emergencies: AI explains the £120 + VAT (£144 total) call-out fee, sends payment link, confirms payment, creates job in Trade Portal, and notifies the on-call engineer.
• For non-emergencies: AI gathers name, phone, address, postcode, and job details, then replies:
“Thanks, I’ve logged your details. One of our team will call you after 8 a.m. when the office opens.”
• All calls and messages are logged in Trade Portal.
• At 8 a.m., an automated summary is sent to the office listing any bookings, paid emergencies, and non-urgent leads awaiting calls.
3. Out-of-Hours Lead Calling
• When a new lead arrives after hours, AI immediately calls the customer.
• If answered: AI takes details or books an appointment directly.
• If no answer: AI leaves voicemail, then sends WhatsApp and email follow-up.
• CRM is updated automatically with all call outcomes.
• Office receives morning report at 8 a.m. with leads called, booked, or awaiting follow-up.
4. Human Touch & Courtesy Calls
• All AI bookings are logged in Trade Portal with full summary of customer details and conversation.
• Staff receive real-time WhatsApp or email notifications for each new booking.
• Office staff make courtesy calls to confirm bookings personally.
• Daily 8 a.m. summary lists new bookings, warm leads, and overnight emergencies.
• This ensures customers always hear from a real person, maintaining DD Davis Ltd’s personal, local service reputation.
5. Tools & Integrations
• Trade Portal – CRM and job tracking
• Zapier – Automation backbone
• Twilio – Voice, SMS, WhatsApp
• OpenAI – AI message writing and logic
• Stripe / QuickBooks – Payments and invoicing
• Google Sheets – Engineer on-call rota
• Google Calendar – Job scheduling (optional)
6. Personalisation & Tone of Voice
AI should always sound friendly, professional, and local. Use plain, reassuring language typical of DD Davis Ltd’s communication style.
Example guidance:
• Sound like Danny or Debbie from DD Davis Ltd – caring, genuine, and local.
• Avoid technical jargon or pushy sales language.
• Always mention that DD Davis Ltd is Gas Safe registered and based in West Yorkshire.
• Offer a call-back option: “If you’d rather speak to someone, just reply ‘Call me’ and we’ll ring you first thing.”
7. Notifications & Reporting
• Instant WhatsApp/email alerts for booked jobs and emergencies.
• Daily 8 a.m. report summarising:
- Bookings confirmed
- Warm leads requiring courtesy calls
- Pending follow-ups
- Overnight emergencies handled
• Staff dashboard or shared WhatsApp group can be set up for visibility.
This document details the complete automation, AI, and communication setup for DD Davis Ltd. It combines human-first service during working hours with AI follow-up, out-of-hours emergency handling, invoicing, and engineer dispatching. All messaging and call scripts will be personalised to match DD Davis Ltd’s friendly, local tone.
1. Working Hours (Monday to Friday, 08:00–17:00)
• Office staff answer all inbound calls directly.
• If staff are unavailable, AI receptionist can be manually enabled to answer calls, take details, and log them in Trade Portal.
• Office team makes the first call for new leads. If a lead doesn’t answer, AI follows up automatically.
• AI sends a WhatsApp and/or SMS follow-up within working hours and again between 6 p.m. and 8 p.m. with a call and WhatsApp or text.
• Once a lead replies or books, the AI stops messaging and updates Trade Portal.
• Staff receive alerts when a booking is confirmed so they can give a courtesy call.
2. Out-of-Hours (Weekdays 17:00–08:00 & Weekends)
• AI receptionist answers all calls and enquiries automatically.
• AI determines if the issue is an emergency (keywords: leak, burst, no heating, no hot water, gas smell).
• For emergencies: AI explains the £120 + VAT (£144 total) call-out fee, sends payment link, confirms payment, creates job in Trade Portal, and notifies the on-call engineer.
• For non-emergencies: AI gathers name, phone, address, postcode, and job details, then replies:
“Thanks, I’ve logged your details. One of our team will call you after 8 a.m. when the office opens.”
• All calls and messages are logged in Trade Portal.
• At 8 a.m., an automated summary is sent to the office listing any bookings, paid emergencies, and non-urgent leads awaiting calls.
3. Out-of-Hours Lead Calling
• When a new lead arrives after hours, AI immediately calls the customer.
• If answered: AI takes details or books an appointment directly.
• If no answer: AI leaves voicemail, then sends WhatsApp and email follow-up.
• CRM is updated automatically with all call outcomes.
• Office receives morning report at 8 a.m. with leads called, booked, or awaiting follow-up.
4. Human Touch & Courtesy Calls
• All AI bookings are logged in Trade Portal with full summary of customer details and conversation.
• Staff receive real-time WhatsApp or email notifications for each new booking.
• Office staff make courtesy calls to confirm bookings personally.
• Daily 8 a.m. summary lists new bookings, warm leads, and overnight emergencies.
• This ensures customers always hear from a real person, maintaining DD Davis Ltd’s personal, local service reputation.
5. Tools & Integrations
• Trade Portal – CRM and job tracking
• Zapier – Automation backbone
• Twilio – Voice, SMS, WhatsApp
• OpenAI – AI message writing and logic
• Stripe / QuickBooks – Payments and invoicing
• Google Sheets – Engineer on-call rota
• Google Calendar – Job scheduling (optional)
6. Personalisation & Tone of Voice
AI should always sound friendly, professional, and local. Use plain, reassuring language typical of DD Davis Ltd’s communication style.
Example guidance:
• Sound like Danny or Debbie from DD Davis Ltd – caring, genuine, and local.
• Avoid technical jargon or pushy sales language.
• Always mention that DD Davis Ltd is Gas Safe registered and based in West Yorkshire.
• Offer a call-back option: “If you’d rather speak to someone, just reply ‘Call me’ and we’ll ring you first thing.”
7. Notifications & Reporting
• Instant WhatsApp/email alerts for booked jobs and emergencies.
• Daily 8 a.m. report summarising:
- Bookings confirmed
- Warm leads requiring courtesy calls
- Pending follow-ups
- Overnight emergencies handled
• Staff dashboard or shared WhatsApp group can be set up for visibility.