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Programs

Choose a service playbook, edit steps and escalation rules, or create a custom program for your org.

Programs are reusable playbooks. Each one defines the SMS step sequence, conversion goal, and when AI should escalate to a human. Launching a campaign from a program copies those defaults so you are not starting from a blank form.

Catalog

app.engage
Programs catalog with default and custom playbooks
Default playbooks (recall, first service, lost service, and more) plus org-specific custom programs.

Default programs

  • Appointment Reminder — confirm upcoming visits or reschedule no-shows.
  • Declined Service Follow-up — re-engage after recommended repairs were declined.
  • First Service Appointment — new owners who have not completed first service.
  • Lost Service Customer — win-back after a long gap since last visit.
  • Recall — open recall notification and scheduling help.
  • Scheduled Maintenance — milestone and interval outreach.

Edit program settings

Settings

app.engage
Program settings with step sequence and goal editors
Step copy, delays, conversion goal, escalation checklist, and no-response policy.
  • Steps — ordered SMS messages with timing between sends.
  • Conversion goal — what “success” means (for example, schedule service). AI cannot book itself; it escalates when the customer is ready.
  • Escalate when — ready to schedule, asked for a human, frustrated, and other triggers you enable.
  • No-response — what happens if the customer goes silent (close, escalate, or continue).

Custom programs

Use Custom program when seasonal promos or dealer-specific offers do not fit a default playbook. Define steps and escalation the same way, then launch campaigns from that card.