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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.

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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.
What this guide is not forDo not void invoices, change contracts, or delete records during a call through the assistant. Open the normal Payments or record pages for sensitive changes—or tell the customer you will call back after a manager reviews.

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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.
  • Type in Type a message… for names and spellings—the customer can hear you typing, which is normal and accurate.
AI Assistant start screen with New Chat button in the left sidebar, voice orb, and suggested question chips
Open AI Assistant and click + New Chat in the left sidebar before each caller. The start screen also shows helpful chips such as What’s on the schedule today?—but on a live call, type the customer’s name in Type a message… for accuracy.
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).
AI Assistant showing Thinking status while looking up a customer during a phone call
Thinking… is normal on a live call. Read the full answer silently before you speak to the customer.
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.
AI Assistant showing a Go now navigation bar offering to open Alex Morgan's customer record
When the assistant finds the right record, a Go now bar may appear at the bottom of the chat. Click it to open the full customer page—or click Cancel if you only needed a quick answer on the phone.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 person

When you hang up, click New Chat before helping the next person.Tip: Your chat list groups today’s conversations under Today so you can find this caller again later if needed. See Manage your assistant chats.
AI Assistant showing Alex Morgan customer card, two stored vehicles with parking spot A1, and two dealer service appointments after a phone-call lookup
One typed question can return the customer card, stored vehicles, and upcoming appointments. Read every card silently before you speak to the caller.

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What you will see in a good lookup answer

After you ask about a customer on a call, the assistant often shows cards you can scan quickly:
Click the small open in new window icon on a card when you need the full Contacts, Cars, or Schedule record.
Type the customer name exactlyUse Type a message… at the bottom of the screen—not voice—when you need the correct spelling. Say to the caller: “I’m looking that up in our system now.”

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Example questions that work well on calls

Copy and adapt these patterns. Replace the name with your caller’s real name from Contacts.
Stored vehicles
  • Look up Alex Morgan’s cars.
  • What vehicles do we have stored for Sam Rivera?
Schedule
  • What appointments does Alex Morgan have this week?
  • What’s on the schedule today for pick-ups?
Parking
  • Where is the 2017 Lamborghini Huracan parked?
  • How many parking spots are available right now?
While you clarify spelling
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.”
Put them on hold only when neededThe assistant is usually faster than opening Contacts, then Cars, then Schedule separately. Many calls never need hold music.

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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.

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Parking and schedule questions during a call

Many callers ask where a car is parked or when their next appointment is. You can include those details in the same typed question as the customer lookup.
1

Combine parking or schedule into one message

Examples:
  • I have Alex Morgan on the phone. What cars are stored, where are they parked, and what is scheduled this week?
  • Where is the 2017 Lamborghini Huracan parked right now?
2

Read vehicle and appointment cards carefully

Vehicle cards may show a storage location such as @ A1. Appointment cards show date, time, and status.Expected result: You can answer parking and schedule questions without opening three separate dashboard pages.
3

Confirm same-day promises on Schedule

If the caller wants to book a new time—not just hear an existing appointment—open Schedule before you guarantee an opening.See Ask about schedule, parking, and records for more example questions.
Parking counts change quicklyHow many spots are available? is a great assistant question between calls. On a live call, still confirm on Parking Spots if the caller wants to reserve a specific spot today.

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Prepare follow-up work after the call

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

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Common mistakes on phone calls

Reading the assistant’s first guess out loudAlways read the answer silently once. Voice and quick typing can still produce the wrong person with a similar name.
Staying in the same chat all dayClick New Chat for every new caller. Yesterday’s customer name can confuse today’s answer.
Promising a time before you check ScheduleIf the assistant mentions an opening, confirm on Schedule before you guarantee a slot—especially for same-day work.

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Troubleshooting

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The customer hears me typing

That is expected when you type in Type a message…. You can say, “I’m looking that up in our system.”

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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.

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I cannot find AI Assistant while on the phone

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

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What to do next