Three calls hit the desk at once. Service writer's on the line with an adjuster. Estimator's outside walking a hood. The phone goes to voicemail and the caller hangs up - the next shop on Google Maps gets the booking.
Vehicle (year/make/model). Damage area. Carrier name. Claim number if they have it. Whether it's drivable. Booked appointment slot. Photos via SMS uplink. Caller phone for callback.
Bind quotes. Promise repair timelines. Argue with adjusters. Pretend to be human. The agent identifies as a virtual assistant up front - then runs the gate so your humans get the cases that need them.