How an AI agent handles a move from A to Z
A moving request goes through seven stages, from the customer's first question to the review request. Here is how Remy, the Orvel agent for moving, transport and towing, prepares and follows up each stage while your team decides, approves and does the move.
The starting point: requests that arrive from everywhere
Quote requests often all arrive at the same time, especially near the end of the month and around July 1. Without a clear list of addresses, volume, floors and date, the estimator ends up calling each customer back three times. Remy fixes that from the first contact: it acknowledges the request by text message and asks the questions that matter.
The standard message asks for the pick-up and drop-off addresses, the size of the home, the floors and the desired date. For a fair estimate, Remy also notes what really changes the job: the number of rooms, whether there is an elevator, the distance, truck access, and heavy or fragile items such as a piano or a safe.
The seven stages of the journey
Every file moves through the same funnel: Request, Quote sent, Date confirmed, Deposit received, Moving day, Invoiced, then Review requested. Each change of stage triggers a task or a message, so no file gets forgotten in an inbox.
You can see at a glance the quotes waiting for an answer, the upcoming confirmed dates and the reviews requested. It is the same information your estimator would look up, without a parallel spreadsheet.
- Request: acknowledgment and collection of details.
- Quote sent: written quote for you to approve.
- Date confirmed: written confirmation of the date, addresses and what is included.
- Deposit received: added to the schedule, with the day-before reminder planned.
- Moving day, Invoiced, Review requested: invoice prepared, remarks noted, review requested.
The quote: Remy prepares, you approve
Remy prepares the estimate according to your rules and drafts the quote from a structured template: addresses, planned date, what is included, conditions, deposit and validity. The standard email says it plainly: nothing is booked until the customer confirms.
One safeguard is absolute: Remy never confirms a firm price without your estimate. The price, the date, the addresses and what is included must be agreed clearly in writing before moving day, and the agreed price must not change without the customer's consent. This is a practice to have validated by your legal advisor, and Quebec's consumer protection office (Office de la protection du consommateur) discusses it on its website.
Follow-ups: well timed, never pushy
A quote left unanswered is often a sale lost to the mover next door. Remy's rule is simple: two days after sending, a follow-up task offers to book the date. The standard text message reminds the customer that end-of-month dates go fast and invites them to reply to reserve.
After five days without a reply, the task changes tone: call the customer, or release the date if it was being held. That way a date does not stay blocked for nothing, and your calendar of crews and trucks stays reliable.
From confirmed date to moving day
When the customer confirms, Remy prepares the written confirmation: date, addresses, what is included and the deposit terms. It asks the customer to report any change of address, floor or items to move as soon as possible. Once the deposit is received, the move is added to the schedule.
The day before, a text message reminds the customer of the crew's arrival time, parking access, the elevator if needed, and the keys. Moving day then leaves a record: condition of the premises, valuables, remarks. The next day, Remy prepares the invoice and notes what happened. About three days after the move, it asks for the customer's review.
What Remy never does
Remy never confirms a firm price without your estimate. It never states what your insurance covers or does not cover: it only reuses the text you provide and hands over to your team for any coverage question. For damage, a complaint or an emergency on the road, it hands over to a person.
For towing and roadside assistance, Remy answers 24/7: it collects the address, the vehicle and the situation, then passes the call to the on-call dispatcher, without promising any delay or rate. The standard message states that in case of danger on the road, the customer should dial 911. Finally, seasonal reminders only go to customers who have consented, with an unsubscribe link.
A good moving journey depends on details noted early, follow-ups sent on time and commitments put in writing. Remy prepares and follows up; you decide and approve.
General information, not legal advice. Check with your professional order or the official source.
Questions
Can Remy give the customer a price directly?
No. Remy prepares the quote according to your rules, but it never confirms a firm price without your estimate. You approve what is sent.
What happens if the customer does not answer the quote?
A follow-up is planned two days after sending. After five days without a reply, the task suggests calling the customer or releasing the date if it was being held.
Does Remy answer insurance questions?
No. It never states what your insurance covers. It only reuses the text you give it and hands over to your team for any coverage or damage question.
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