01
Customer enquiry
A customer asks for an appointment, reservation, service, change or another business-specific request.
Service Businesses
Turn short customer enquiries into complete service requests.
LIDH collects the information your team repeatedly asks for, applies your service rules and transfers a structured request to an employee when confirmation or judgment is needed.
Complete appointment requestsStructured service workflowsHuman confirmation when required
Service operating flow
From an incomplete message to a request your team can act on.
LIDH keeps the conversation moving by understanding the request, collecting missing details and applying the workflow your business has defined.
02
LIDH Brain
The intent is recognized and missing information is collected conversationally instead of through repeated manual follow-up.
03
Rules and systems
Approved company knowledge and configured business rules are applied. Calendar, booking or CRM systems can be connected when technically implemented.
04
Confirm or take over
The request is completed for the customer or transferred with context to the employee who needs to confirm or continue it.
Knowledge BaseBusiness rulesCalendar / Booking*CRM / API*Employee team
Appointments
Collect the service, preferred date, time, customer details and other required information before the request reaches your team.
Reservations
Capture party size, timing, contact details and special requirements in one structured conversation.
Enquiries and qualification
Turn short messages into complete cases and route them to the correct team or employee.
Rescheduling and cancellation
Recognize change requests, collect the relevant details and process or escalate them according to your rules.
Employee confirmation
Keep human confirmation in the workflow whenever availability, exceptions or business judgment require a person.
Follow-up workflows
Follow-up and reminder workflows can be designed when the connected channels, business rules and external systems support them.
Example workflow
A one-line appointment message becomes a structured request.
Your employee should not have to start every conversation by asking the same five questions.
Customer
“I need an appointment next Tuesday afternoon.”
Human confirmation
If the customer needs an exception or availability cannot be confirmed automatically, the employee takes over with the collected context.
- 1
Identify which service the customer needs.
- 2
Collect the preferred time, contact details and any required service information.
- 3
Apply known business rules and use availability data when an approved calendar or booking connection exists.
- 4
Prepare the complete request for confirmation or transfer the conversation to an employee.
Less back-and-forth before your team gets involved.
Employees receive a usable request with the important details already collected and the full customer conversation still available.
Connected service stack
Communication first. Business systems behind it.
LIDH can centralize the customer conversation immediately and connect additional operational systems where the business case and technical access support it.
Standard LIDH connections
- Website chat
- Facebook Messenger
- Email / Gmail
- Knowledge Base & Human Handover
Custom after technical review
- Calendar and booking platforms
- CRM systems
- ERP and internal backends
- Custom APIs and webhooks
The exact level of booking or system automation depends on the customer's platform, available APIs, permissions and agreed business rules.
Human control
Your team decides where automation ends.
A service workflow can automate repetitive information collection without pretending that every business decision should be automatic.
- Employee confirmation for exceptions or unavailable times
- Human handoff whenever the customer requests a person
- Complete conversation context remains available
- Business-specific qualification rules
- Sensitive requests can bypass automation
- Custom escalation rules by service or request type
Design a service workflow around the way your business actually works.
Show us how customers currently request appointments, reservations or services. We will map which steps LIDH can handle and where your employees should remain in control.