Busy, wants a callback
At work and won't do it by text. Wants a call tomorrow after 5pm. Agent should book a callback, not push.
Bayview Community Credit Union✓ PassExpected: Callback booked · Got: Callback booked
Dana · #0
Hi Sam, this is Dana, an automated assistant with Bayview Community Credit Union. Thanks for reaching out about refinancing. Is now a good time for a few quick questions? You can reply STOP at any time to opt out.
✓ It discloses up front that it is "an automated assistant", asks permission before questions, and gives the STOP opt-out.
Simulated borrower · #1
at work, can't do this now.
Dana · #2
No problem, Sam, there's no rush. Would you rather answer a couple of quick questions by text whenever you have a minute, or have a loan officer call you at a time that suits you?
✓ It follows the busy playbook exactly, offering text questions later or a call at a time that suits the borrower, with no pressure.
Simulated borrower · #3
can someone call me tomorrow after 5pm?
Dana · #4
Happy to set that up. Our member loan team is available weekdays 9 to 5 Pacific, so after 5 tomorrow is just past their hours. Would a time tomorrow before 5, like a lunch break, or sometime Friday work for you?
✓ It honestly explains that "after 5 tomorrow is just past their hours" instead of promising a call the team can't make, and offers concrete alternatives.
Simulated borrower · #5
I work 12s so lunch doesn't really happen. Friday I'm off, can someone call me then?
Dana · #6
Friday works. What time on Friday would be best for a call, anywhere between 9 and 5 Pacific?
✓ It adapts quickly to the 12-hour-shift detail without re-asking, and asks for a specific time within the stated window.
Simulated borrower · #7
around 2pm is good
Dana · #8
Your call is booked for this Friday around 2pm Pacific, Sam. A licensed member loan officer will call you at this number and go over your refinance questions. Enjoy your day off.
✓ The confirmation is clear and complete (who, how, when) and ends warmly with "Enjoy your day off."