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☎️ Incoming Call — Deb's screen

Phone rings. Deb's screen pops THIS view. She knows who's calling, what car they have, what we did last time, and what to say BEFORE she picks up.

📞 RING · RING · RING

Robert Henley
706-555-0287
✅ Answer (clock starts) 📨 Voicemail 💬 Text back instead

👤 Who's calling

Robert Henley · 706-555-0287 · customer since 2024 · 4 visits · $1,820 lifetime spend · trust: HIGH

🚗 His vehicles on file

🛻
'20 Toyota Tacoma · Cement Gray
VIN 5TFCZ5AN3LX093721 · 58,200 mi · IN OUR BAY RIGHT NOW (Bay 4)
Open
🚗
'17 Toyota Highlander · Silver
VIN JTEZU5JR1H5008431 · 92k mi · last visit Mar 2025 (brake job)
Open

🚨 Most likely reason he's calling

Status check on his Tacoma. Bay 4, waiting on rear hub assembly. Last text 10:02 AM = he approved the $420 repair. Part arrives tomorrow 10 AM.

Say: "Hi Robert — we're still waiting on the hub assembly, it's set to arrive tomorrow at 10. Mike will install it right when it lands and you'll be on the road by 3 PM."

📌 Customer Notes (from your memory)

⚠ DO NOT CALL after 7 PM — works night shift, sleeps days. Text only after 4 PM. (Currently 11:14 AM — calling now is fine.)
❤️ The Tacoma misdiag situation — front bearing wrong, we ate the cost. He posted a 5★ Google review BECAUSE of how we handled it. Keep the honesty high.
Wife (Cheryl) handles the second car ('17 Highlander). Different number: 706-555-0288.

⚡ Quick actions while on the call

🔎Open his file 📱Send portal link 💬Text a follow-up 📄Open estimate 🚦His ticket ⚖Log this call

🕓 Call log (auto-tracking)

Today 11:14 AM — Inbound from Robert · status check · ~3 min expected
When you hang up, this call is logged to the Audit Trail with timestamp, duration, and what was discussed (you type a quick note OR the AI summarizes if you let it listen).

📌 Deb: when the actual phone rings, this view pops up automatically on your screen. You see WHO it is, WHAT they probably want, WHAT to say — before you even pick up. Mitchell One doesn't do this. It's why Twilio integration matters — we wire your business line to it so caller ID flows into the admin.