# Origamy playbook spec v1. Reference: /playbooks/spec-format/ spec_version: 1 id: auto.service-reminders title: Service reminders for garages and workshops sector: auto source: kind: synthesized notes: >- No garage or service centre has built this with us yet. Written from the base patterns: a short staff form matched by phone that records the job and the next service date, segments over that date, a daily schedule over each, and a call task for customers who are overdue. A new job logged by the staff form moves the date forward, which takes the customer out of the reminder segments by itself. derived_from: null vocabulary: person: customer people: customers group: service desk summary: >- Staff log each finished job in a short form. The customer gets a thank-you and a review ask the next day, a reminder a week before their next service is due and on the day, and the service desk gets a task to call customers who are past due and haven't been back. when_to_use: - You run a mechanic, service centre, tyre shop, body shop or car wash, and repeat customers are most of your income. - Customers forget when their next service is due, and you remember only when they call. - You don't have a booking system that texts people, but your staff can fill in a short form at the counter. requires: data_in: - how: staff_form what: "The Job done form this playbook creates: staff fill it in at the counter or on a phone, matched to the customer by phone number." - how: sheet_sync what: "Or your customer sheet, synced every hour, with last_service_at and next_service_due columns." channels: - channel: sms for: The thank-you and the reminders needs: An SMS provider, or Origamy managed SMS after business verification (KYC). - channel: whatsapp for: The same three messages, if you answer yes to WhatsApp needs: A connected WhatsApp Business number, and the three templates approved by Meta. events: - onboarding.submitted traits: - last_service_at - next_service_due - last_service - service_call - service_call_note parameters: - key: org_name ask: true question: What should messages call your workshop? label: Workshop name type: string example: Northwind Auto Care - key: shop_phone ask: true question: Which number should customers call or message to book? label: Workshop phone type: string default: "{{ workspace.phone }}" - key: service_types ask: true question: What jobs do you want to pick from on the form? help: One entry per job. Staff choose one when they log a job. label: Jobs type: list default: [Full service, Oil change, Brakes, Tyres, Car wash, Other] - key: booking_url ask: true question: Is there a link where customers can book? (leave empty to give your phone number only) label: Booking link type: url default: "" - key: use_whatsapp ask: true question: Should the messages go by WhatsApp instead of SMS? help: Needs a connected WhatsApp Business number and Meta-approved templates. label: Use WhatsApp type: boolean default: false - key: review_url label: Review link in the thank-you (leave empty to just say thank you) type: url default: "" - key: service_team label: Team that calls customers who are past due type: team_name default: Service desk - key: remind_before label: First reminder before the service is due type: duration default: 7d - key: missed_window label: How long after the due date to keep looking for customers who haven't returned type: duration default: 30d - key: call_due_hours label: Hours the desk has to make the call type: hours default: 72 - key: send_time label: Daily send time type: time default: "09:00" - key: default_country label: Default phone country on the form type: country_code default: "{{ workspace.country }}" - key: timezone label: Time zone for the daily runs type: timezone default: "{{ workspace.timezone }}" - key: greeting_fallback label: Greeting when a first name is missing type: string default: there timings: - The thank-you goes the day after the job is logged. - Runs every day at {{ params.send_time }} in {{ params.timezone }}. A reminder when the next service is due within {{ params.remind_before }}, another on the day it is due. - When the due date passed up to {{ params.missed_window }} ago and no newer job has been logged, the {{ params.service_team }} gets a call task, due in {{ params.call_due_hours }} hours. Each customer gets that task once every 45 days at most. customer_must: - "Publish the Job done form and bookmark it on the counter computer or the staff's phones. Staff enter the customer's phone, the job, the date it was done and the date the next service is due (a good rule of thumb is six months or 5,000 km)." - "If you keep your records in a sheet instead, sync it with last_service_at and next_service_due columns (dates like 2026-12-01) and skip the form." - "If you chose WhatsApp: connect your WhatsApp Business number and submit the three templates (service_thank_you, service_due_soon and service_due_today) for Meta approval before switching the follow-ups on." - Add people to the {{ params.service_team }} team. If you run the shop alone, put yourself in it. A task assigned to an empty team reaches nobody. - Connect an SMS provider or finish business verification, switch the follow-ups on and test with your own phone and a job logged for today. - The plate number and mileage on the form stay on the job record. Don't put them in messages, and tell customers you keep their number only to remind them about their service. objects: - ref: team_service kind: team about: Calls customers who are past due for a service and haven't been back. body: { name: "{{ params.service_team }}" } - ref: form_job kind: form about: Staff form to log a finished job, matched to the customer by phone. Saves the date done and the next service date. body: name: Job done slug: job-done description: Staff only. One entry per finished job. draft_state: version: 1 meta: { layout: classic, submit_label: Save job, success_message: Saved. } pages: - id: p1 title: Job done description: Enter the customer's phone and what you did. fields: - { id: f_phone, key: phone, type: phone, label: Customer's phone, required: true, maps_to: { mode: mapped, slot: profile.phone }, config: { country_picker: true, default_country: "{{ params.default_country }}", verify: "off" } } - { id: f_first, key: first_name, type: short_text, label: Customer's first name, required: false, maps_to: { mode: custom, key: first_name, trait: true } } - id: f_service key: service_type type: single_select label: What was done? required: true maps_to: { mode: custom, key: last_service, trait: true } options: { $each: params.service_types, $value: { value: "{{ item }}", label: "{{ item }}" } } - { id: f_done, key: done_on, type: date, label: Date done, required: true, maps_to: { mode: custom, key: last_service_at, trait: true }, config: { default_today: true } } - { id: f_next, key: next_due, type: date, label: Next service due on, required: true, maps_to: { mode: custom, key: next_service_due, trait: true } } - { id: f_mileage, key: mileage_note, type: short_text, label: "Mileage (optional, kept on the job only)", required: false, maps_to: { mode: custom, key: mileage_note } } - { id: f_plate, key: vehicle_plate, type: short_text, label: "Vehicle plate (optional, kept on the job only)", required: false, maps_to: { mode: custom, key: vehicle_plate } } verification_settings: { required: false } - ref: seg_due_soon kind: segment about: Next service due within the reminder window. body: name: Service due soon description: "next_service_due within the next {{ params.remind_before }}." segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: next_service_due, cond_operator: within_next, value: "{{ params.remind_before }}" } - ref: seg_due_today kind: segment about: Next service date is today (it started in the last day). body: name: Service due today description: next_service_due is today. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: next_service_due, cond_operator: within_last, value: 1d } - ref: seg_missed kind: segment about: Service date passed more than a day ago, within the window, and no newer job moved it forward. body: name: Service overdue, not back yet description: "next_service_due more than a day ago but within {{ params.missed_window }}. A new job moves the date forward, which removes the customer." segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: next_service_due, cond_operator: older_than, value: 1d } - { type: trait, trait_key: next_service_due, cond_operator: within_last, value: "{{ params.missed_window }}" } - ref: tmpl_thanks_sms kind: template about: Thank-you the day after a job, with a review ask if you gave a link. body: name: Thanks for visiting (SMS) channel: sms category: After service style: text status: active subject: "" metadata: {} variables: {} body: "Hello {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, thank you for choosing {{ params.org_name }}. We hope the car is running well.{% if \"{{ params.review_url }}\" != \"\" %} A quick review helps us a lot: {{ params.review_url }}{% endif %} Reply STOP to opt out." - ref: tmpl_soon_sms kind: template about: Reminder before the next service is due. body: name: Service due soon (SMS) channel: sms category: Service reminders style: text status: active subject: "" metadata: {} variables: {} body: "Hello {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, {{ params.org_name }} here. Your car's next service is due on {{ traits.next_service_due | date: \"%-d %b\" }}. Book a time{% if \"{{ params.booking_url }}\" != \"\" %} here: {{ params.booking_url }} or{% endif %} call {{ params.shop_phone }}. Reply STOP to opt out." - ref: tmpl_today_sms kind: template about: Reminder on the day the service is due. body: name: Service due today (SMS) channel: sms category: Service reminders style: text status: active subject: "" metadata: {} variables: {} body: "Hello {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, {{ params.org_name }} here. Your car's service is due today. We can fit you in{% if \"{{ params.booking_url }}\" != \"\" %}: {{ params.booking_url }} or{% endif %} call {{ params.shop_phone }}. Reply STOP to opt out." - ref: tmpl_thanks_wa kind: template when: { param: use_whatsapp, equals: true } about: WhatsApp thank-you after a job (needs Meta approval). body: name: Thanks for visiting (WhatsApp) channel: whatsapp category: After service style: text status: active subject: "" provider_template_id: service_thank_you metadata: { whatsapp: { category: UTILITY, language: en } } variables: "1": "{{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}" "2": "{{ params.org_name }}" body: "Hello {{1}}, thank you for choosing {{2}}. We hope your car is running well. If you need anything, just reply to this message." - ref: tmpl_soon_wa kind: template when: { param: use_whatsapp, equals: true } about: WhatsApp reminder before the next service is due (needs Meta approval). body: name: Service due soon (WhatsApp) channel: whatsapp category: Service reminders style: text status: active subject: "" provider_template_id: service_due_soon metadata: { whatsapp: { category: UTILITY, language: en } } variables: "1": "{{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}" "2": "{{ params.org_name }}" "3": "{{ traits.next_service_due | date: \"%-d %b\" }}" "4": "{{ params.shop_phone }}" body: "Hello {{1}}, this is {{2}}. Your car's next service is due on {{3}}. To book a time, reply here or call {{4}}." - ref: tmpl_today_wa kind: template when: { param: use_whatsapp, equals: true } about: WhatsApp reminder on the due day (needs Meta approval). body: name: Service due today (WhatsApp) channel: whatsapp category: Service reminders style: text status: active subject: "" provider_template_id: service_due_today metadata: { whatsapp: { category: UTILITY, language: en } } variables: "1": "{{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}" "2": "{{ params.org_name }}" "3": "{{ params.shop_phone }}" body: "Hello {{1}}, this is {{2}}. Your car's service is due today and we can fit you in. Reply here or call {{3}} to book." - ref: wf_thanks kind: workflow about: The day after a job is logged, a thank-you (and review ask). body: name: "After the job: thank you" description: When a job is logged, a thank-you the next day. enabled: false trigger_type: event trigger_config: { event_name: onboarding.submitted, form_id: "{{ ref.form_job.id }}" } steps: - { id: s1, type: delay, config: { duration: 1d } } - { id: s2, type: action, when: { param: use_whatsapp, equals: false }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_thanks_sms.id }}" } } } } - { id: s3, type: action, when: { param: use_whatsapp, equals: true }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: whatsapp, template_id: "{{ ref.tmpl_thanks_wa.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 168 goal: {} exit_conditions: [] - ref: wf_soon kind: workflow about: 'Daily run over "service due soon": one reminder per service.' body: name: "Service reminder 1: due soon" description: Every day, a reminder to customers whose next service is due soon. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_due_soon.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.send_time }}", timezone: "{{ params.timezone }}" } steps: - { id: s1, type: action, when: { param: use_whatsapp, equals: false }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_soon_sms.id }}" } } } } - { id: s2, type: action, when: { param: use_whatsapp, equals: true }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: whatsapp, template_id: "{{ ref.tmpl_soon_wa.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 336 goal: {} exit_conditions: [] - ref: wf_today kind: workflow about: 'Daily run over "service due today": one reminder.' body: name: "Service reminder 2: due today" description: Every day, a reminder to customers whose service is due today. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_due_today.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.send_time }}", timezone: "{{ params.timezone }}" } steps: - { id: s1, type: action, when: { param: use_whatsapp, equals: false }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_today_sms.id }}" } } } } - { id: s2, type: action, when: { param: use_whatsapp, equals: true }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: whatsapp, template_id: "{{ ref.tmpl_today_wa.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 72 goal: {} exit_conditions: [] - ref: wf_missed kind: workflow about: 'Daily run over "service overdue, not back yet": a call task for the service desk; the outcome is saved.' body: name: "Service reminder 3: call when overdue" description: When a customer is past their service date and hasn't been back, a call task for the service desk. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_missed.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.send_time }}", timezone: "{{ params.timezone }}" } steps: - id: s1 type: human_task config: human_task: title: "Service overdue: {{ traits.first_name | default: \"customer\" }} {{ traits.last_name }}" instructions: |- {{ traits.first_name | default: "This customer" }} ({{ traits.phone }}) was due for a service and hasn't been back. Their last job: {{ traits.last_service | default: "not recorded" }}. Call to ask if they would like to book, and offer a time. Note what they said. assignee_refs: [{ type: team, id: "{{ ref.team_service.id }}" }] strategy: round_robin completion_policy: first_response_wins outcome_options: - { id: booked, label: Booked, intent: positive } - { id: later, label: Will call later, intent: neutral } - { id: not_needed, label: Done elsewhere or sold the car, intent: neutral } - { id: not_reached, label: Could not reach, intent: negative } due_hours: "{{ params.call_due_hours }}" wait: true wait_timeout_hours: 168 notify: immediate - { id: s2, type: action, config: { action_type: set_trait, traits: { service_call: "{{ properties.task_outcome | default: \"unknown\" }}", service_call_note: "{{ properties.task_note }}" } } } re_entry_policy: cooldown re_entry_cooldown_hours: 1080 goal: {} exit_conditions: [] eval: name: 88_auto_service_reminders mode: task vertical: "" prompt: >- I run a garage. Give my staff a short form to log each job with the customer's phone, the job and the date the next service is due. Text the customer a thank-you the next day, remind them a week before their next service and on the day, and if they're a month past due and haven't been back, give my service desk a task to call. Keep plate numbers out of the messages. expect_artifacts: [form, segment, workflow, message_template] forbid_terms: [plate]