Inbound
A customer calls while the desk is busy.
It rings at the counter while the service writer is with someone.
Hold music, then a voicemail box that’s already full.
They drive over to ask in person.
They drive over to ask at the counter.
Auto repair
Turn more cars a day without another service writer.
An AI agent answers the calls that pull your writers off the counter, and tells each caller when you’ll call back. Approvals come by text from the shop’s number: send the price, get the yes, and it sits in the customer’s thread with the time on it. No car sits on the lift waiting for a callback.
Romano Lima
Service line
Monday
Call on the service line · 3 min
Squealing when they brake. Dropping the car off at 8 tomorrow.
Tuesday
The front pads are worn through and the rotors are scored. $340 for both, done by 4. OK to go ahead?
Yes, go ahead.
Note from a teammate · only your team sees this
Approved by text at 10:12. Rotors are on the shelf, no need to order.
Thursday
Callback request · taken by Soja
The brakes are great. Now something rattles at the back over bumps. Can you take a look Friday?
Soja told them to expect your call by 5 PM.
Inbound and outbound
One call makes the promise. The next one keeps it.
Customers trust a team that does what it said. So on Soja nobody hangs up without a time to hear back, and the call back comes by then, from someone who already knows why.
Outbound
You call for the go-ahead.
The customer doesn’t pick up, and the car sits on the lift.
The approval lives in one service writer’s memory.
At pickup, nobody can say who agreed to the rotors.
The car sits on the lift until they call back.
Day to day
The car’s story, in the customer’s thread.
Every “we’ll call when it’s ready” gets made.
A promise on a call becomes a follow-up with a name and a time on it. Whoever is at the counter at 4 sees who’s still waiting.
Call when the car is readyRomano Lima · 4 PM
Send the timing belt quoteBorlotti Navy · Today
Remind about the recallLupin Flageolet · Friday
What the tech saw stays with the customer.
What was found, what was put off, what to check next time. It’s in the thread, so whoever answers on the next visit sees it.
Note from a teammate · only your team sees this
Rear tires are at 3/32. They’d rather wait until the next visit.
Your car is ready. The rear tires will need replacing in the next few months. Happy to quote whenever you like.
Ready before the phone rings again.
- 1Create your account.
- 2Put a number on the team.
- 3Invite your team.