Features Requests

a knowledge base to provide company information that the ai agent can answer questions about

The agent is not transferring callers asking about vehicles (motorclubs and others) when they request to speak with a live representative. All update/inquires are now being handled like we want IAA calls to be handled. Only IAA calls should be directed to email or talk to the agent, everyone else needs the ability to transfer to a live rep when they request it. The restriction should only apply to the IAA numbers previously provided. Nebo mentioned this should go as a feature request

Customer information updates via AI Agent are not being added to TowBook notes Details/Description: When customers call back to provide additional information about their service (e.g., key location, not being with vehicle), the AI Agent acknowledges and confirms the information but fails to update the notes in TowBook. Example case: Amanda Tucker (phone: ) called to update that she wouldn't be with her vehicle and would leave keys under the driver's side mat, but this information wasn't recorded in TowBook. Expected Outcome: AI Agent should properly update TowBook with all additional information provided by customers during status update calls.

Enable Conditional Tax Application Based on Drop-off City Location Issue: Tax surcharge rules don't apply when "drop-off in city" condition is set, despite being configured correctly. Details/Description: Plains Towing needs to apply different tax rates based on drop-off location for towing and service location for roadside services in South Dakota: 6.2% tax for in-city drop-off location for towing and service location for roadside services 4.2% tax for outside city drop-off location for towing and service location for roadside services No tax for North Dakota, Montana, Wyoming, Colorado The surcharge was configured with "drop-off in city equals true" condition, but it never applies regardless of destination scenarios tested. When the drop-off condition is removed and only service type is specified, the surcharge applies correctly. Expected Outcome: System should support dynamic tax application based on pickup or drop-off location conditions. Additional Notes: Current workaround: Add phrasing to agent's quote stating "plus applicable tax" to cover South Dakota scenarios without applying tax to all states. This condition capability doesn't currently exist in the system. Customer confirmed this workaround is acceptable for now, but dynamic tax conditions are desired for future implementation.

Request to modify AI agent script so that when a caller reports a truck that is 2500 or higher, the agent automatically asks if it is a dually. This conditional question logic is not currently user-editable and requires backend scripting.

Feature request - Add additional info for pickup location in notes NEEDS TO TAKE TERMINAL 1 AS AN ANSWER AND LOCATION. WE CAN FIND THEM WITHIN AIRPORT. Call ID: CAf62eb8b99709dfbf2e787c016982c9e8

Customer came up with a matrix I think would be beneficial for the AI to calculate ETA. I think it should have a democratic setting for within and outside a certain radius with ETA set for number of calls and where the driver is in the call they are on. Here is how I think the settings should look. Radius in milage from office or closest driver GPS coordinates ____________ First call for driver default ______________ Second call eta if operator is still in route on first call __________ Second call eta if operator is towing previous call___________ Second call eta if operator is at destination on previous call__________ Third call eta is first + second + __________ Then make it so this rule can be duplicated based on a different Milage from office. For example 10, 20, 30 miles If a call is greater than ___________ calculate the time at Milage round trip plus ___________ minutes for loading and unloading the car.

Agent not remembering previous calls.

Please allow defining or customizing the maximum deadhead distance (instead of being tied to the rule radius) in Digital Dispatch Rules

So in towbook if you have it as part of your plan level, quotes are part of the software. It puts everything in just like a tow, but you click save as quote. It would be wonderful if the ai was capable of saving quotes when a customer gets one but doesn't have the service done at that time. Quoting is unlimited so even if it kept junk, we already have that with us quoting and saving anyway.