Three messages: templates, then the human

Message 1 is automation at T+0: confirm we got the request, say a dispatcher will offer a real window, do not promise same-day. Message 2 is a human inside the Saturday SLA (11:15 if dispatch is on; Monday 8:00–9:00 if not): two real windows, one qualifying question (heat out vs tune-up). Message 3 is either a day-before confirmation if BOOKED, or a T+24h value + one question if still not booked. After that, the 72-hour map owns the retries. A 14-email drip that never names a person is how 61 forms become 22 appointments.

SMS 1 (automation, T+0): “Cedar & Stone got your request. A dispatcher will text a real service window — today only if we have one, otherwise Monday morning. This is not a same-day promise. Heat out? Call the dispatch line we log. Reply STOP to opt out.” Email 1 subject: “We have your request — next step is a window.” Body: what we received, what happens next, what we will not do (show up unannounced; guarantee same-day; approve a loan). SMS 2 (human, 11:15): “This is Maya at Cedar & Stone dispatch. I can put a tech at your address Saturday 2–4pm or Monday 8–10am. Which window works? If the heat is out, reply OUT and I treat it as emergency-heat.” SMS 3 if BOOKED (day-before): “Reminder: Cedar & Stone, Monday 8–10am, 14 Dual Highway area. Reply C to confirm or R to reschedule. A no-show burns a truck we cannot send to someone else.” SMS 3 if not booked (T+24h): “Still want a window this week? Fall tune-up is $129 online, or emergency heat in-area this week. Reply TUNE or HEAT — a dispatcher books it. A robot will not.”