Call support guides
Call intake for auto glass services
A focused auto glass call intake process for recording vehicle details, damage location, service area, and the next owner.
Identify the glass concern
Ask whether the caller is reporting a chip, crack, broken window, or another issue. Record the vehicle year, make, model, and damage location when the service team uses those details. Do not tell the caller that a repair or replacement is possible before review.
Capture location and timing
Record where the vehicle is now, whether it can be moved safely, the preferred service window, and the callback number. A mobile visit and a shop visit may follow different paths, so make the location explicit.
Route insurance questions separately
If the caller asks about a claim, deductible, or coverage, capture the question and send it to the approved owner. Avoid interpreting a policy. The handoff should state what the caller needs answered, not a guess about eligibility.
Check the record before closing
Review for missing vehicle details, unclear damage location, and unassigned follow-up. If a field does not affect routing, remove it from the opening. A shorter call with a complete next action is easier for both sides to use.