Workflow guide
Freshest declined work first in the call queue
See how declined-work age bands, quote context, estimated value, the talk track, and contact guardrails order the Opportunity Hub call queue.
- Written by
- VehicleDesk Product
- Content updated
- September 17, 2026
Start with age and quote context
Opportunity Hub places the freshest declined work first and labels older opportunities as cooling or cold. The age band tells the advisor how urgent the call is and whether the price needs a refresh.
Keep the reason on the call card
The focused card holds the customer, vehicle, declined service, days open, estimated value, and supporting record together. The advisor sees why this customer is next.
Open the conversation from the talk track
The talk track and guardrails come from the customer's own history. The advisor reads them once, chooses the customer, and makes the call.
Record the attempt and the result
Call, message, no-answer, booked, declined, and skip are one-key outcomes. The recorded outcome advances the queue and keeps what happened on the record.
Worked example: one pass through the call queue
The queue opens on the freshest declined work. The advisor reads the age band, the declined service, and the estimated value on the focused card before dialing.
The talk track is built from the customer's own history, so the opening line references real work rather than a generic script.
The advisor records the outcome with one key press. The card advances, and the next opportunity is ready without leaving the workspace.
Checklist: a clean call-queue pass
Keep the queue honest by finishing each card.
- Work the freshest declined work before the cooling and cold bands
- Read the record before dialing, not during the call
- Record an outcome for every attempt, including no-answer
- Refresh a stale price in Shopmonkey before quoting it again
Common questions
Does the queue decide who to call?
It orders work by age band and value so the advisor starts with the freshest, highest-value declined work. The advisor still chooses each customer and each call.
What exactly is a talk track?
A short set of talking points built from the customer's own record: the declined service, when it was declined, and the vehicle it applies to. It is prepared context, not a script.
More guides
Other workflow guides
- Recover deferred service through visible stages: Move every declined recommendation from Open to Scheduled with the customer, vehicle, value, call workspace, and outcome on one card.
- Read the maintenance roadmap, plan the next visit: Connect vehicle history, mileage, inspections, recommendations, and due context into the next maintenance conversation with the customer.
- Bring inactive customers back into the shop: Identify quiet relationships from visit and service history, inspect the record, and create a task, reminder, or opportunity with a named owner.