About
A front desk cannot be in two places.
The phone rings while the only person who can answer it is already with a customer. Voicemail takes a message. It does not offer Thursday at 2:40, and it does not write the note the morning desk needs.
Larkwell answers, books, qualifies, and follows up. A dental cleaning is one of those calls. The same work fits a repair crew, a salon, or a small office.
How the product should behave
Say what is happening
The caller should hear a clear offer: a day, a time, and a person. The desk should see the same facts in writing.
Leave judgment to a person
Pain, anger, and odd requests should go to a human. The agent is for the repeatable booking, not for every conversation.
Keep the note with the booking
The morning desk should see the reason, the time, and the person, in the same place.