Service Agent works your incoming service opportunities before they hit your desk, then hands you a customer who is ready to talk shop. This guide walks you through what to expect, where the handoff shows up, and how to take it from there.
What Is Service Agent?
Service Agent is an AI teammate for the service drive. When a service opportunity comes in, it reaches out by text and/or email, introduces itself, and works a short conversation with the customer. It is not there to diagnose the vehicle or book the appointment. It is there to get the three things you need before you can help: what is wrong, which vehicle, and when the customer could bring it in.
For you, that means less time chasing first contact and more time working real conversations. When the agent has what it needs, or when the customer asks for a person, it hands the customer straight to you with a short briefing so you are not starting cold.
Where to Find It
Handoffs from Service Agent show up in two places you already use.
Genius Follow-Up notifications drawer. When the agent hands a customer to you, a notification lands here.
The customer card. Click the notification to open the customer's card. A Genius Recommended Action will be at the top with the agent's briefing, and the full conversation is visible right on the card.
How to Use It
Your workflow with Service Agent is simple: watch for the handoff, read the briefing, and take the conversation from there.
Pick Up a Handoff
Open the notification from the Genius Follow-Up drawer.
Read the one-line next action at the top of the customer card. It tells you where the conversation left off, for example: "Wants the rattle looked at, has Thursday and Friday mornings open."
Read the short briefing underneath. It covers what the conversation added, including new symptoms the customer described, their priorities, and the times they said would work. It does not repeat notes you can already see.
Reach out to the customer to diagnose, quote, and schedule.
Know What the Agent Already Did
The agent will have covered:
Introduced itself by name and store
Recapped the concern from the opportunity notes and asked the customer to confirm or add to it
Asked what days or times generally work to bring the vehicle in
Said plainly it is a virtual assistant if the customer asked
The agent will not have:
Diagnosed the vehicle
Claimed it can book, hold, or look up an appointment
Promised anything about pricing, parts availability, or timing
That is all yours.
Take Over the Conversation
The moment you reply in a conversation, the agent stands down and leaves the conversation to you. There is no button to press. Just message the customer and the agent steps out of the way.
If the customer shares something new later that changes the picture, the handoff on the customer card gets updated rather than duplicated, so you always see the latest.
Tips for Your Team
Wait for the handoff before you jump in. The moment you reply, the agent stops working the conversation. If you can give it a minute to finish gathering concern, vehicle, and availability, you get a customer who is already pre-qualified.
Read the briefing before you call. The one-line next action tells you exactly where to start the conversation, so you are not asking the customer to repeat themselves.
Good to Know
The agent does not diagnose or book. Both are yours. If a customer asks the agent to book an appointment, it will redirect them to the service team rather than try to handle it.
The agent knows when to step away. If a customer gets upset, asks to stop hearing from us, or opts out, the agent stops messaging, creates a Genius Follow-Up, and posts a note on the customer card. If the note says no reply is needed, no reply is needed.
Handoffs stay live. After you take over, the conversation stays open. If the customer sends something new later, you will see it on the same card.
Need Assistance?
For assistance, reach out to your Customer Success Team using the Support Icon in the bottom-right corner of DriveCentric!