Solution · Dispatch
Dispatch incoming calls: know the passenger before you pick up
Short answer: When a passenger calls, Limozoft recognises whether they are an existing passenger or a new one. For a returning caller, the dispatcher sees who they are and their previous booking history on screen. For a new caller, the passenger and the booking are recorded, so the next call is recognised too.
Two kinds of caller, handled differently
| Existing passenger | New passenger | |
|---|---|---|
| When the call arrives | Recognised from your passenger records | Flagged as a first-time caller |
| What the dispatcher sees | Name, contact details and previous bookings | A clean booking form, ready to fill |
| How the booking goes | Greet by name, offer a repeat of a past trip, confirm the details | Take pickup, drop-off, date and time, passengers and vehicle |
| What is recorded | The new booking is added to the passenger's history | A new passenger record, with the booking in its history |
| Next call | Recognised again, with one more booking on file | Recognised as an existing passenger |
How an incoming call is handled
- The call comes in and Limozoft checks the caller against your passenger records.
- A returning passenger is recognised. Their name and contact details appear for the dispatcher, along with their previous bookings.
- A new passenger is flagged as a first-time caller, so the dispatcher knows to collect the full details.
- The dispatcher takes the booking on the dispatch board, using the passenger's history to save time on repeat trips.
- The booking is recorded against the passenger, so the history is complete for the next call.
What the dispatcher sees for a returning passenger
Who is calling
The passenger's name and contact details, so the call starts with a name instead of a question.
What they booked before
Previous bookings with the date, the pickup and drop-off addresses and the vehicle booked. A passenger who says "the usual airport run" can be matched to the trip they actually took, rather than a guess.
What gets added
The booking made on this call joins the same history, whether it is a repeat of an earlier trip or something new.
Why it matters for a phone-heavy operation
- Returning passengers feel recognised, which matters most for corporate travellers, hotel guests and regular airport clients.
- Dispatchers stop re-asking for addresses and details the passenger has already given.
- Fewer mistakes in names and addresses, because they come from the record, not from a rushed note.
- First-time callers are never lost: every new caller becomes a passenger on file.
- The history builds up on its own, with no separate notebook or spreadsheet to keep.
Works with the rest of Limozoft
- Dispatch board — the booking taken on the call lands here, with every other booking.
- Ava Voice Assistant — when no one can pick up, Ava answers and takes the booking.
- Passenger app — passengers who prefer to book themselves can do it in your branded app.
- Security and data ownership — where passenger records live and how you export them.
See a returning passenger recognised on a live call.
30-minute demo. We walk through an existing caller and a new caller on your own booking setup.
Book a free demo →Incoming call dispatch: FAQ
What happens when an existing passenger calls?+
Limozoft recognises the caller from your passenger records and shows the dispatcher who is calling along with their previous bookings, so the dispatcher can greet them by name and offer a repeat trip instead of asking for every detail again.
What happens when a new passenger calls?+
The call is flagged as a first-time caller. The dispatcher takes the booking as usual, and the passenger is saved as a new record, so the next call from the same person is recognised and the booking is already in their history.
What booking history does the dispatcher see?+
The caller's previous bookings from your account: when and where they travelled, the pickup and drop-off addresses, and the vehicle booked. The new booking made on the call is added to the same history.
Does this replace the dispatch board?+
No. It sits in front of it. The dispatcher still creates and assigns the job on the dispatch board; the difference is that the passenger context is already on screen when the call arrives.
Is passenger data kept private?+
Passenger records and booking history live in your own Limozoft account and are yours to export. See the security and data ownership page for how data is stored and retained.