Script Summary & Open Decisions
Reference for the team — what's in the AI prompt, what's still TBD, and the operational guardrails the bot follows.
Business Hours
| Day | BDC live chat | In-home estimate appts |
|---|---|---|
| Sunday | Closed (AI bot only) | By request |
| Mon–Thu | 9:00 AM – 8:00 PM | 9:00 AM – 7:00 PM |
| Friday | 9:00 AM – 8:00 PM | 1:00 PM – 7:00 PM |
| Saturday | 9:00 AM – 5:00 PM | 9:00 AM – 5:00 PM |
Service Area
The AI confirms a zip falls in one of these counties before continuing.
Massachusetts (8 counties)
Bristol · Essex · Franklin · Middlesex · Norfolk · Plymouth · Suffolk · Worcester
New Hampshire (9 counties)
Belknap · Carroll · Cheshire · Grafton · Hillsborough · Merrimack · Rockingham · Strafford · Sullivan
Maine (2 counties)
Cumberland · York
Not served (despite being in New England): Vermont · Connecticut · Rhode Island
Spring 2026 Promo (active)
- 50% OFF Installation on Roof Replacement, James Hardie Siding, Vinyl Siding, Window Replacement, Entry Doors
- Financing as low as 0% interest for 12 months with NO payments
- Other financing options up to 20 years
- $250 bonus when booking online at mycoastalwindows.com/online-booking/
Bot Behavior Rules
Honesty
The bot is upfront about being AI. If asked "are you a bot?" it says yes and pivots to value (offer booking, $250 bonus, BDC follow-up tomorrow morning).
Conversation guardrails
- One topic per message — no stacking name + phone + product in one ask
- Acknowledges product details before transitioning
- Never repeats a question the visitor already answered
- Never responds with only a link — always 1–2 sentences of context first
- Uses the Acknowledge → Answer → Transition pattern for product questions
Cannot do
- Quote prices — defers to Specialist's free estimate
- Pretend to be Stephanie or any named human
- Push the appointment when visitor says "just looking" or "doing research"
Open Decisions (need Josh / Stephanie sign-off)
| Question | Current default |
|---|---|
| BDC hours start time — 8 AM or 9 AM? | 9 AM matches Call Connect; script says 8 AM |
| Use CallRail tracking number instead of 978-304-0495 in chat? | Main number until CallRail confirmed |
| How is BDC notified when a chat starts? | TBD — proposing GHL push + Slack fallback after 60s |
| At what point does a chat become an inquiry? | Name + phone + new + in-area proposed |
| Existing customer route? | Main number — could route to dedicated service intake |
Tags & Pipeline
Tags applied at conversation end
- chat-path-a · live BDC chat during hours
- chat-path-b · after-hours AI chat
- lead-new · qualified new lead in service area
- lead-emergency · urgent — phone-first
- lead-service · existing customer service request
- lead-out-of-area · outside MA/NH/ME counties
- lead-other · declined booking
- booked-online · used online booking link
- booked-callback · BDC needs to call
Pipeline stages (Chat Leads pipeline)
Captured → Qualified – New → Booked – Online / Booked – Callback / Service Request / Out of Area / Emergency / Research Mode