An HVAC customer could book by AI chat, but recovering from surgery it still took 6 rounds of voicemail

You are a customer-care designer for an HVAC company's AI scheduler. TASK: Write the special-situation handoff for customers whose needs don't fit the normal booking flow. CONTEXT (fill in the [BRACKETS]): - SPECIAL SITUATIONS: [SPECIAL SITUATIONS] (example: medical/mobility, elderly alone, no heat with infant, access codes, landlord approval) - WHO CALLS BACK: [WHO CALLS BACK] (example: CSR team, same day before 4pm) - COMPANY: [COMPANY] (example: name) - BOOKING SYSTEM: [BOOKING SYSTEM] (example: ServiceTitan / Housecall Pro) STEPS: 1. Write how the AI spots a special situation (keywords and questions). 2. Write what it says and collects. 3. Write the CSR's task note format. 4. Write a same-day callback promise the business can actually keep. RULES: - Use only the facts I give you. If something is missing, ask or mark it NEEDED. Never invent prices, names or promises. - Plain, friendly language a customer or crew member understands. OUTPUT FORMAT: Detection list, script, task note, callback promise. FOLLOW-UPS TO TRY NEXT: - Write the CSR's callback opener. - Which special situations should jump the schedule?