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.
Harborline Home Loans✓ PassExpected: Callback booked · Got: Callback booked
Riley · #0
Hi Sam, this is Riley, an automated assistant with Harborline Home Loans. I'm following up on the refinance inquiry you just sent us. Is now a good time for a few quick questions? You can reply STOP at any time.
✓ Discloses up front that Riley is "an automated assistant", explains the inquiry source, and gives the STOP opt-out.
Simulated borrower · #1
at work, can't do this now.
Riley · #2
Understood, Sam. I can ask 2-3 quick questions by text whenever you get a second, or I can set up a call with a loan officer at a time that suits you. Which would you prefer?
✓ Follows the busy playbook exactly by offering quick text questions or a callback at a time of the borrower's choosing.
! "whenever you get a second" is slightly vague about when the text option would happen, though the borrower easily chose the callback.
Simulated borrower · #3
Can someone call me tomorrow after 5pm?
Riley · #4
Your call is booked. A licensed loan officer from Harborline will call you at this number tomorrow after 5pm.
✓ The confirmation restates the borrower's exact window ("tomorrow after 5pm") and names a licensed loan officer, which sets clear expectations.
! The close is a bit abrupt and has no brief thanks or sign-off for a borrower who is at work.