Playbooks
Your playbooks. AI in motion. People when it matters.
Put your dealership’s experience into actions that run the way you want. Let AI handle routine follow-through. Bring in your people when the situation calls for personal care.
Dealer expertise. Blink execution.
Put your best thinking into motion.
Your playbooks. AI in motion. People when it matters. Choose the action and the handoff, then put your dealership’s way of caring into practice.
Built around your way of working
Give every situation the next step it deserves.
Playbooks in practice
01Pickup communicationThe car is ready. AI lets them know.AI action
Your dealership defines the ready-for-invoice condition and the pickup message.
- 1
Playbook
The RO is ready for invoice.
That status starts the dealership’s pickup communication.
- 2
AI
The pickup text is sent.
AI texts the customer that the car is ready for pickup.
02Customer experience follow-upAn apology, with the manager in the loop.AI action + manager context
Feedback below five stars starts an automatic apology and a manager alert with context.
- 1
Customer
CSI feedback is below five stars.
The customer’s rating meets the dealership’s follow-up condition.
- 2
AI
An apology is sent by text.
AI sends the customer an apology that follows the dealership’s standard of care.
- 3
Playbook
The manager gets the context.
An automatic alert brings the manager the feedback, visit details and conversation context in eHub.
- 4
Manager
Review what needs to happen next.
The manager uses that context to decide the appropriate personal follow-through.
03Recall appointment preparationThe VIN, collected before the visit.AI action
AI carries the customer conversation from the VIN request to the captured reply.
- 1
Playbook
A recall appointment is booked.
The booking starts the VIN follow-up.
- 2
AI
AI asks for the VIN.
A text asks the customer to reply with their vehicle identification number.
- 3
Customer
The customer replies.
The customer sends the VIN in the conversation.
- 4
AI
The VIN is captured.
The VIN from the reply is captured for the appointment.
04A personal service updateA reminder that leads to an advisor’s care.Automatic task + advisor judgment
An extended visit prompts a person to review the RO and update the customer.
- 1
Playbook
The RO is open more than 24 hours.
The repair-order age meets the dealership’s follow-up condition.
- 2
Playbook
The next-morning task is created.
An automatic reminder and task prompt the service advisor.
- 3
Advisor
Check the RO.
The advisor reviews the current situation.
- 4
Advisor
Personally update the customer.
The advisor tells the customer what is happening with their visit.
An autonomous Playbook example
A booked recall visit. A VIN collected.
A booked recall appointment starts an AI text conversation that collects the VIN.
- 01
The recall appointment is booked.
The booked recall appointment is the starting condition for this Playbook.
- 02
AI asks for the VIN.
AI texts the customer to request the vehicle identification number.
- 03
The customer replies.
The customer sends the VIN in response to the text.
- 04
The VIN is captured.
The VIN from the customer’s reply is captured for the appointment.
Different actions, guided by your dealership.
Which actions should AI handle?+
Start with the customer need and a clear action: send a pickup update, ask for a VIN or send an apology after feedback below five stars.
When should our people step in?+
Define the handoff in your Playbook. A manager receives the feedback and full visit and conversation context; an advisor checks an extended RO before personally updating the customer.
How do our standards shape the experience?+
Choose the condition, the customer message and the next action. Your expertise defines the workflow, including the moments that call for personal judgment.
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