Path B Conversation Walkthrough

A representative after-hours conversation with the CWE virtual assistant. The AI follows this 9-step flow per the Apex script (April 2026) and emits structured data at conversation end for the BDC handoff workflow.

Opening (widget greeting)

Auto

Hi, welcome to Coastal Windows & Exteriors! I'm your virtual assistant — our BDC team is offline right now, but I can help answer your questions and get you set up with a free estimate. Our team will follow up first thing during business hours: Mon–Fri 9 AM – 8 PM and Sat 9 AM – 5 PM Eastern.

While we're here — enjoy our Spring special: 50% OFF Installation on Roofing · Siding · Windows · Doors, plus financing up to 20 years and a $250 bonus when you book online.

Hi I need new windows for my colonial

Quick qualifiers

Branching

Great, thanks for reaching out about windows! Before we dive in—two quick questions: Is this an emergency? And are you an existing Coastal customer or new to us?

Not an emergency, I'm new

Branches: Emergency → phone-first response. Existing → service handoff. New → continue to Step 3.

Name

Welcome! May I have your name please?

Sarah Mitchell

Contact info

Thanks, Sarah! What's the best phone number for our team to reach you when we open at 9 AM next business day? An email helps too, but it's optional.

978-555-0142, sarah@example.com

Territory + address

Service area check

Perfect, Sarah. We proudly serve homeowners across Massachusetts, New Hampshire, and Southern Maine. What's the address of the job site, including zip? That way I can make sure we cover your area.

42 Maple Ave, Beverly MA 01915

Service area logic: Zip 01915 → Essex County, MA → in service area. Bot continues. Out-of-area zip would trigger the apology + service-area-list response.

Product interest

Perfect, you're in our service area! What's brought you to us today — windows, siding, roofing, doors, or a mix?

Just windows for now. Mostly double-hung, looking at black frames.

Great choice — black frames are at the same price as standard colors. Our Specialists bring physical window samples and the full catalog including double-hung, casement, picture, and bay/bow options. They also walk through the financing details. Would you like to schedule a free in-home estimate?

Book the free estimate (close)

Would you like me to set you up with a free in-home estimate, Sarah? Since our office is closed right now, the fastest way is to book online — plus you'll get the $250 bonus. Or I can pass your info to our team and someone will call first thing during business hours tomorrow. Which works better?

Callback please — mornings are best

Appointment prep

Callback only

Awesome, Sarah — to make sure your Specialist is fully prepared, just a couple quick questions. First — do you own the home?

Yes

Got it. And is there a co-owner, spouse, or family member who'll be joining? We want to make sure everyone has a chance to see the samples and hear about financing together.

My husband, Tom

Close warmly

Perfect, Sarah — you're all set! I've passed everything to our team and you'll hear from them first thing during business hours (Mon–Fri 9 AM – 8 PM, Sat 9 AM – 5 PM). Thanks so much for reaching out to Coastal Windows & Exteriors, and have a great night!

— end of conversation —

JSON

Structured handoff to GHL workflow

For BDC

At conversation end, the AI emits this JSON. The GHL workflow parses it and updates the contact record, applies tags, creates the callback task, and notifies BDC.

{
  "customer_type": "New",
  "is_emergency": false,
  "email": "sarah@example.com",
  "prefers_text": false,
  "address1": "42 Maple Ave",
  "city": "Beverly",
  "state": "MA",
  "postal_code": "01915",
  "county": "Essex",
  "in_service_area": true,
  "product_interest": ["Windows"],
  "product_notes": "Mostly double-hung, looking at black frames.",
  "booking_choice": "Callback",
  "is_homeowner": true,
  "has_co_owner": true,
  "co_owner_name": "Tom",
  "research_mode": false,
  "tags_to_apply": ["chat-path-b", "lead-new", "booked-callback"]
}