What you will accomplish

You will use the AI Assistant during a live phone call to answer common questions—whose cars are stored, what is scheduled this week, where a vehicle is parked—while the customer stays on the line.

The goal is to sound prepared and give accurate answers without clicking through five dashboard pages while someone waits.

When to use this guide

Use this guide when:

• A customer calls and asks, “Which of my cars do you have?” or “When is my detail appointment?”
• You need parking or schedule information before you promise a time on the phone.
• You want to confirm a name or vehicle spelling before you open a full record.

Before you start

• Sign in to the staff dashboard on a computer near your phone (or use a second monitor).
• Confirm you have AI Assistant, Contacts, and Cars permissions. See Who can use the AI Assistant.
• Click New Chat so this call does not mix with another customer's thread.
• Use Type instead for names and spellings—the customer can hear you typing, which is normal and accurate.

Recommended call workflow

1. Start New Chat

   Open AI Assistant. Click New Chat in the left sidebar.

   Why this matters: Each caller deserves a fresh thread. Mixing two customers in one chat causes wrong answers.

2. Ask one combined question

   Type a clear question that names the customer and what you need.

   Example: I have Alex Morgan on the phone. What cars are in storage and is anything scheduled this week?

   Press Enter and wait for the answer to finish (you may see Thinking... briefly).

3. Read the answer to yourself first

   Check customer name, vehicle list, dates, and times before you speak out loud.

   Expected result: You can summarize accurately: “I see your 2017 Lamborghini and your Aston Martin on file, and you have dealer service scheduled Thursday at 10.”

4. Open the record if the customer asks for details

   If they want documents, billing, or photos, click Go now when the assistant offers a dashboard link—or open Contacts yourself.

   Why this matters: The assistant speeds up the call; the official record page is still the source of truth.

5. Start New Chat for the next caller

   When you hang up, click New Chat before helping the next person.

Example questions that work well on calls

Copy and adapt these patterns. Replace the name with your caller's real name from Contacts.

What to say to the customer while you search

You do not need to hide that you are looking up their record. Simple phrases keep the call calm:

• “Let me pull that up for you—one moment.”
• “I'm checking your vehicles in our system now.”
• “I want to confirm the exact date before I tell you.”

If the answer looks wrong

1. Do not guess

   Tell the customer: “Let me double-check that in your full record.”

2. Rephrase with more detail

   Add email, phone, or VIN: Look up Alex Morgan, phone 555-010-4421, and list stored cars.

3. Open Contacts manually

   Search Contacts while they wait. Compare to the assistant answer.

Prepare follow-up work after the call

If the caller asked you to schedule something new—not just look it up—switch guides:

• Prepare work with the AI Assistant to draft a new appointment.
• Review AI proposals before you select Confirm All.
• From AI draft to customer message if you need to send a confirmation text or email.

Common mistakes on phone calls

Troubleshooting

The customer hears me typing

That is expected when you use Type instead. You can say, “I'm looking that up in our system.”

The assistant is too slow for this call

Open Contacts directly and search by name. Use the assistant on the next call when you have a few extra seconds.

I cannot find AI Assistant while on the phone

Ask a manager to confirm your permissions. See Who can use the AI Assistant.

What to do next

• Ask about schedule, parking, and records — more example questions.
• Fix voice and microphone problems — if you prefer voice but the mic is blocked.
• Respond to a conversation — when the follow-up moves to text or email in Inbox.