Two automated channels feed work into the system so that incoming calls and leads turn into intake forms in MoeGo — keeping your day-to-day scope inside MoeGo and the platform. You need to understand both, because clients will reference conversations they had with them, and because the intake forms they create flow to you to process and book. > **EVERYTHING LANDS IN MOEGO:** The whole point of both tools is to push incoming calls and leads directly into MoeGo as intake forms. Your scope stays in MoeGo and the platform — you process the intake (Section 3.4) and handle the booking. The automation does the quoting and intake; you do the booking. ## 11.1 The AI phone agent The AI phone agent answers calls during working hours and also covers off-hours (evenings and weekends). On a call it can quote the client, collect their information, and submit an intake form for them — which lands in MoeGo for you to process. It then transfers the client to a person for the actual booking. It transfers the call to you (the operator) in two situations: - The client would rather speak to a person. - The client is ready to book — the agent handles the quote and intake, then hands off to you to book. So the normal flow is: agent answers → quotes → collects info → submits intake form → transfers to you for booking. Transferred calls come to you through Chatwoot (Section 11.2). Be ready to pick up the transfer there, find the intake the agent just created in MoeGo, and complete the booking with the client. ## 11.2 Handling transferred calls in Chatwoot When the AI transfers a call to a person, it comes through Chatwoot. Chatwoot is the shared inbox where those live calls (and their conversations) land, so it’s the tool you watch and answer from whenever you’re on shift. It’s a separate sign-in from the platform and MoeGo — log in through the Chatwoot app or web with your GroomingOps email — and stay logged in and available during working hours so no transfer is missed. ### Be available and pick up - Sign in to Chatwoot (app or web) at the start of your shift and set yourself available/online so transfers route to you. - Watch the conversation inbox — a transferred call shows up as an incoming conversation. Answer promptly; the client was just told a person is coming. - If you use click-to-call for a callback (e.g., returning an AI hang-up, Section 11.6), place the call from within the conversation so it stays logged. ### Assign and resolve conversations - Assign the conversation to yourself when you take it, so it’s clear who owns it and two people don’t both jump on the same client. - Use the conversation status: keep it Open while you’re working it, mark it Resolved once the client is handled (booked in MoeGo, question answered, or callback completed). - If something needs follow-up later, leave it Open or reassign it rather than resolving — a resolved conversation is treated as done. ### Canned responses and call notes - Use canned responses for common replies to stay fast and consistent — the same idea as saved replies in the platform. - Add notes to the conversation to capture what happened on the call (quote given, client’s preference, what still needs doing) so the record is complete and anyone picking it up later has context. > **BOOKING STILL HAPPENS IN MOEGO:** Chatwoot is where you talk to the client; the booking itself is still done in MoeGo off the intake the AI created. Take the call in Chatwoot, then complete and confirm the appointment in MoeGo. ## 11.3 The Facebook bot The Facebook bot handles incoming leads from Facebook. Like the phone agent, it gives quotes and submits intake forms — pushing those leads directly into MoeGo. You process those intake forms the same way you process any other (Section 3.4), then book as appropriate. ## 11.4 The hard guardrail: automation never books or confirms > **NEITHER TOOL BOOKS OR CONFIRMS:** The AI phone agent and the Facebook bot quote and submit intake forms — they must never book an appointment or confirm a booking to a client. Booking is always done by a person. If a client believes the automation booked or confirmed something, treat it as unconfirmed and verify it yourself in MoeGo before relying on it. Two failure modes to watch for in anything the automation produced — a phone conversation, a Facebook thread, or an intake form: - **False booking confirmation** — the client was led to believe something was booked or confirmed when it isn’t. Always verify against MoeGo; the automation only creates intake, never a confirmed appointment. - **Hallucinated information** — a price, time, or policy that may be wrong. Double-check quotes and details on automation-created intake before you book on them. ## 11.5 Your part in the workflow - Process automation-created intake forms promptly (Section 3.4), double-checking coat type and the quoted price. - Be ready for phone-agent transfers during working hours — a client handed to you is either ready to book or wants a person. - When you start your day, scan overnight phone and Facebook activity for the two failure modes and clean up anything needing a real confirmation or correction. - Remember the booking is yours: the automation gets the client to the one-yard line; you put it in MoeGo and confirm it. ## 11.6 Call back the hang-ups Some callers hang up as soon as they hear the AI. Those are real leads — a potential client tried to reach us — and they’re lost unless we follow up. Don’t let them slip. > **ABANDONED CALLS GET A CALLBACK:** If a caller hangs up on the AI and their number shows up in MoeGo messages, call them back from us. A hang-up is a lead that almost reached us — a quick human callback recovers business that would otherwise vanish. - Watch MoeGo messages for numbers from callers who dropped off the AI. - Call those numbers back yourself — a person, not the AI — to catch the lead and offer to quote and book. - Fold it into your daily passes so no hang-up sits uncontacted.