A towing caller may be stressed, exposed to traffic, unsure of the address, or asking for an arrival promise the receptionist cannot safely make. The goal of automated intake is not to dispatch the truck. It is to give the human dispatcher a clear, reviewable record.
Begin with immediate safety and location
The business should approve a short safety-first opening and define when the caller must contact emergency services. Nova should not attempt to assess a collision, direct traffic, or replace public safety instructions.
Capture the best available location: address, cross streets, landmark, highway and direction, exit or mile marker, and a callback number. Let the dispatcher resolve uncertainty rather than forcing the caller to invent precision.
Collect the vehicle and service facts
Use an approved sequence for vehicle type, make and model, condition, service requested, pickup accessibility, and intended destination. Ask only what the operator needs for review.
Do not turn intake questions into a promise that a particular truck, price, coverage area, or arrival time has been confirmed.
Separate capture from authority
The record should clearly show what the caller said, what Nova answered from approved information, and what still needs human confirmation. Price, dispatch, route, equipment, insurance, safety, and ETA decisions can remain with the towing company.
Configure escalation for the call types the owner approves. If nobody accepts a transfer, use a tested voicemail or safe callback fallback rather than looping the call.
Test from the side of the road
Run test calls with background noise, incomplete locations, interruptions, non-running vehicles, motorcycles, parking garages, and callers who change the destination. Review the workspace record with the operator who would actually dispatch.
AfterTone keeps the existing business number and can receive selected unanswered, busy, after-hours, or overflow calls through carrier-specific conditional forwarding after customer-specific configuration and testing.