What a caller experiences, step by step

A call runs like this.

1. It asks what you need. Not a menu -- an open question.
2. You say it in your own words. "I need an oil change" matches a service named "Oil Change & Filter"; the match is against YOUR service names, not ours.
3. It offers the soonest opening and asks whether that works. Say no and it offers the next one.
4. It asks your name.
5. It reads the whole appointment back and books only after you say yes. Nothing is written before that.

Three things interrupt that flow at any point:

- Asking for a person. "Let me talk to someone", "representative", "can you help me" -- any of them transfers immediately, from any step, including mid-confirmation.
- Being misunderstood twice. It hands off on its own. A caller should never have to discover the escape hatch while already frustrated.
- Silence. It re-prompts once, then goes to a person.

When no transfer number is set, each of those takes a message instead. The call never simply ends.