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What you will accomplish

You will recognize when the AI Assistant is not the right tool—and what to do next so the customer still gets accurate help. The assistant is powerful for lookups and drafts. It is not allowed to make risky changes to money, contracts, or deleted records on its own.

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When to use this guide

Use this guide when:
  • The assistant says it cannot complete your request.
  • You asked about voiding invoices, refunds, or contract changes and got a cautious answer.
  • The answer looks incomplete, wrong, or unlike your facility’s policies.
  • AI Assistant is missing from the sidebar entirely.
AI Assistant explaining that sensitive billing actions should be done on the Payments page instead
For sensitive work—voids, refunds, contract changes—the assistant may explain why it cannot complete the action, or tell you there is nothing to change. Open Payments or the record page to finish the job safely.
AI Assistant refusing to void invoices and explaining that Alex Morgan has no open invoices to void
When you ask for a sensitive billing action, the assistant may stop and explain why—such as no open invoices to void. That is a safety answer, not a broken feature. Open Payments > Invoices yourself to finish the job.
No open invoices is not the same as permission deniedIf you ask to void invoices and the assistant says the customer has no open invoices, that is an answer—not a broken feature. Open Payments > Invoices to confirm before you tell the caller.

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Jobs the assistant is not meant to do

Use the dashboard directly for these tasks:
This is a safety featureWhen the assistant refuses sensitive work, it is protecting your facility from accidental billing or legal mistakes—not failing on purpose.

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What to do step by step

1

Pause and read the message

The assistant often explains why it stopped—for example, missing permission, no matching records, or a sensitive action.Expected result: You understand whether this is a safety limit, a permissions issue, or simply nothing to change.
2

Open the official record

Go to Contacts, Cars, Schedule, or Payments and complete the task the normal way.Why this matters: The dashboard page is always the source of truth. The assistant points you there on purpose.
3

Ask a manager when unsure

If the request involves money, legal language, or an angry customer, involve a manager before you promise anything.
4

Try a simpler assistant question

Lookups usually work when destructive actions do not. Example: Show me open invoices for Alex Morgan (then open each invoice yourself)—not Void all invoices for Alex Morgan.
Use the quick fallback map belowWhen the assistant cannot finish a job, jump straight to the matching dashboard page. You do not need to keep chatting—the links below are faster.

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iMessage limits

If your facility uses a team group chat, remember:
  • The assistant replies with short text messages—not proposal cards you can review before saving.
  • Creating customers, cars, or appointments still happens on AI Assistant in the dashboard.
  • If a group is paused, questions will not get replies until an admin clicks Resume on Settings > AI Agent.

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If the assistant cannot find a record

1

Add spelling detail

Type the full name, email, phone, VIN, or license plate.
2

Search manually

Open Contacts or Cars and use the search bar.
3

Check for duplicates

Your facility may have two similar names. See Handle duplicate or merged customer records.

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If you see a permission error

The assistant names the area you cannot access—such as Payments or Schedule.
  1. Try opening that page from the sidebar.
  2. If the page is blocked, ask a manager to update your permissions. See Who can use the AI Assistant.
  3. Do not use someone else’s login.

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If AI Assistant is missing from the sidebar

  • Confirm you signed in with a staff account (not a customer portal login).
  • Ask a manager to enable AI Assistant on your Team permissions.
  • Refresh the page or sign out and back in after permissions change.

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If the answer looks wrong but no error appeared

Slow down. Treat the answer as a hint, not a fact.
  1. Open the record in the dashboard.
  2. Compare names, dates, and amounts.
  3. Start New Chat and ask again with more detail—or skip the assistant for this task.
Money and contracts need extra careNever tell a customer an invoice total, contract status, or refund amount based only on the assistant. Open the official record every time.

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When the system seems slow or stuck

1

Wait for Thinking... to finish

Complex questions can take longer. You may see Thinking… or bouncing dots below the assistant icon.
AI Assistant chat showing Thinking status with a stop button while searching records
While the assistant works, you may see Thinking… and a stop button. Wait a few seconds before you try again—especially during customer lookups.See Fix voice and microphone problems to use the stop button or switch to typing.
2

Refresh the page

If the page froze, refresh the browser and open AI Assistant again. Your past chats should still appear in the sidebar.
3

Use the dashboard without the assistant

You can always complete work manually. The assistant is optional.

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Open the official page when the assistant points you there

Sometimes the assistant summarizes an answer but tells you to finish on a dashboard page—for example, after a billing lookup.
1

Click Go now when you see it

On some answers, a Go now bar appears at the bottom of the chat. Click it to open the matching record.See Use the assistant during a customer call for an example with customer cards.
2

Or open the page yourself

Go to Payments > Invoices, Contacts, or the area named in the assistant’s message.
Payments Invoices page showing the invoice list with status filters
For money questions, Payments > Invoices is the source of truth. Compare totals, line items, and status badges here before you tell a customer what they owe.Expected result: You see the full invoice with taxes, send history, and the exact status—not just the chat summary.

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Quick fallback map

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What to do next