| Greeting | Shop identity and hours | How should Jarvis greet callers after hours vs during overflow? | Call context (after-hours / overflow / missed) |
| Greeting | Services offered | Which services are in scope for the first flow (e.g. general repair, brakes, diagnostics)? | Service category |
| Intake | Customer identity | Name and best callback number — required before ending the call? | Customer name, phone |
| Intake | Vehicle details | Year, make, model, mileage — what is required vs optional? | Vehicle year / make / model |
| Intake | Symptom description | How should Jarvis probe grinding, warning lights, leaks, no-start, or AC issues? | Symptoms and repair concern |
| Qualification | Urgency | What counts as same-day, tow-needed, or drive-with-caution? | Urgency level |
| Qualification | Booking intent | Callback only, hold a window, or diagnostic vs quote shopper? | Preferred appointment window, intent type |
| Qualification | Tow or drop-off | Is the vehicle mobile? Tow timing or key-drop instructions? | Tow / drop-off status |
| Handoff | Calendar destination | Google Calendar or Calendly — which account, which calendar, and who approves holds? | Calendar account + approval owner |
| Handoff | Hold vs auto-confirm | Should Jarvis place a tentative hold, request a slot, or only capture preferred window for advisor callback? | Calendar action type |
| Handoff | Delivery channel | Email to service desk, SMS to on-call advisor, or both? | Handoff destination |
| Handoff | Packet format | What fields must appear in every repair request summary? | Structured handoff body |
| Escalation | Human now | When should Jarvis offer immediate transfer vs capture-and-callback? | Escalation rule + alert recipient |
| Escalation | Out of scope | Warranty disputes, fleet accounts, or jobs you refuse — how to decline politely? | Decline / referral script |