Find a customer, open their record (Overview, Conversation, Deal, Visits, Service, History), and do the common jobs: assign them to a rep, mark the deal sold or lost, pause or stop AutoBook Agent's follow-ups, change their phone number or email, add a walk-in, and merge duplicates.
The Customers page is your store's book of every person AutoBook has met, one record per customer. Open it from the left menu under Store. You also reach a customer's record by clicking them in the Inbox, To do, the Sales pipeline or search. The same record, with the same tabs and buttons, opens in the AutoBook app.
Finding a customer
Whose book
Two tabs above the list. Managers get Yours (customers assigned to you) and All (the whole store). Reps get Yours and Yours + unassigned (your customers plus the unassigned pool), and the list opens on Yours + unassigned.
Search
Type a name, phone, or email. Search runs over the full book, not just what is on screen. Scroll and the next batch loads by itself.
Filters
Open Filters to narrow by Outcome, Source and Lifecycle stage, or switch on Has memory, Has booking or Hide unnamed. Hide unnamed is on by default, because a customer with no name, phone or email is nobody you can look up or reach.
Sort
Order by Name, Last seen, Bookings, Chats, Leads or Facts, and flip the direction. The default is Last seen, newest first.
Why a rep can't open another rep's customer
A sales rep sees their own customers, the unassigned pool, conversations they are holding and work handed to them. Another rep's customer still shows in search as that rep's customer (for example "Mia Chen's customer"), so nobody double-contacts them, but it does not open. Managers, the appointment desk and the F&I manager see every customer.
The customer record and its tabs
Click a customer to open their record beside the list. The top of the record shows their name, phone and email, who owns them (the Sales line), whether they are on Approve first (and who set it), the car they own, and how warm they are (Hot, Warm or Cold).
The progress line in the header follows the customer's open work. For a sales customer it is the deal's stage. For a customer with only service work it is their ticket's stage (Requested · Booked · In the shop · Ready · Done), and it never reads No deal yet. When both desks have open work, the deal leads with the service stage beside it; when neither does, the desk of the most recent finished work leads. Below that are six tabs:
| Tab | What's on it |
|---|
Overview | Next move (what happens next and who does it), what we Owe the customer, Blockers, Reach (whether you can text, email or call them), what they want, and Lately. Anything we owe that is past due is marked late. |
Conversation | Every message with the customer across chat, text, email and calls, and the reply box. Reply from the box and AutoBook Agent stays on: it keeps replying after you send. Set Approve first on the reply box (or from the record's ⋯) when you want to see its messages before they go. |
Deal | The deal's stage, temperature, trade-in, payment, Owner and Follow-up, then Cars being worked, Outcome (Mark sold / Mark lost), Said vs on file, AutoBook Agent's read, Rep's notes, Deal history and, for managers, Economics. The deal's ⋯ menu holds Hand to service, for a customer who needs the Service desk. |
Visits | Upcoming and Past visits, with Arrived, Reschedule, Cancel visit and Log result. |
Service | The open service ticket and its buttons, the car, concerns, team handoffs, service history and other tickets. |
History | Profile (name, phone, email and Edit contact), What they've told us, AutoBook Agent outreach (Pause follow-ups and the next planned touch), Team notes, the full Activity log, Consent history and, for managers, Possible duplicates. |
Assigning a customer to another rep (managers)
1
Open the customer's record
From Customers, the Inbox, To do or the Sales pipeline.
2
Click the owner on the Sales line
At the top of the record, click the current owner's name on the Sales line. If nobody owns them, the line says Unassigned with Assign… beside it.
3
Pick the rep
Choose a rep from the list. The customer and their deal move to that rep, and a message confirms who has them now.
A customer has one sales owner and the deal always follows it. When the owner changes, the customer's open follow-ups move to the new rep too. Promises stay with the rep who made them, service work stays with the service desk, and AutoBook Agent keeps its own follow-ups. Only people allowed to move customers (normally managers) see the picker.
Making an unassigned customer yours (Assign to me)
When nobody owns a customer, the Sales line at the top of the record reads Unassigned. Press Assign to me beside it. You get a few seconds to Undo before it saves. Once the customer is yours, the button goes away. A task for a customer with no rep never lands on the general manager: AutoBook gives it to a rep at the store who takes new work, then to the sales manager.
Marking a deal sold or lost
1
Open the Deal tab
On the customer's record, open Deal and find the Outcome section. An open deal reads Open with Mark sold and Mark lost.
2
Mark sold
Enter the Gross ($) (optional, it feeds the GM report and readiness scoring). You can also fill a Delivery record (optional): deal type (Cash, Finance or Lease), VIN, delivery date, odometer, lease or finance end date, and whether the customer is OK with reminder calls. Press Mark sold, or Skip for now to close the deal without the delivery record.
3
Mark lost
Pick a Reason (Price, Timing, Competitor, No-show, Financing, Not buying or Other; it starts on Other) and press Mark lost.
4
Made a mistake? Undo result
A closed deal shows Undo result in the same section. Confirm it and the deal reopens; the visit that carried the result loses it. A sale already reported to a lead provider stays reported.
Mark sold and Mark lost are for a manager or the customer's own rep. A sale your dealership system records can also close the deal on its own.
Pausing or stopping AutoBook Agent's follow-ups
There are two buttons, and they do different things:
| Button | What it does |
|---|
Pause follow-ups | Holds every follow-up AutoBook Agent starts with this customer until a date: 7 days, 30 days, 90 days or Indefinitely. Use Resume follow-ups to lift it early. |
Stop follow-ups | Cancels the scheduled follow-up on the deal and keeps AutoBook Agent quiet with this customer about sales until they reply or someone turns it back on. It covers every sales, win-back and reactivation campaign. Service reminders keep running. It does not close the deal. |
1
From the Overview tab
When AutoBook Agent's next move is a follow-up, Pause follow-ups and Stop follow-ups sit beside it under Next move.
2
From the History tab
In AutoBook Agent outreach, the first row shows Active or Paused with Pause follow-ups (or Resume follow-ups). The Next planned touch row shows when the next one goes out, with Stop follow-ups.
3
Confirm
Stop follow-ups asks first (Cancel or Stop follow-ups). A pause can be undone from the message that confirms it.
Who can pause and stop
A manager or the customer's own rep can pause, resume and stop. Anyone can pause an unassigned customer. To write to the customer yourself, reply from the box on the Conversation tab; AutoBook Agent keeps going after you send. Set the customer to Approve first to see AutoBook Agent's messages before they go; a draft nobody handles still sends at its deadline, so the customer is never left waiting.
Changing a customer's phone number or email
1
Open Edit contact
On the record, open History, then press Edit contact on the Profile section.
2
Change the details
Edit Full name, Phone or Email and press Save changes. Keep at least a phone or an email, so the customer stays reachable. Your save is your confirmation that the new detail is right.
3
If the number belongs to someone else
The editor says which customer already has it, with Open their page. If they are the same person, the pair goes to a manager's merge review instead.
"Reach me on this number instead"
When a customer asks to be reached on a new number or email, AutoBook does not swap it in. Profile shows it as Asked to be reached at (or Asked to be emailed at) marked unverified. AutoBook Agent never texts it. Press Use this number (or Use this email) to confirm it in the editor.
Typed number
A number a customer typed into a form for an existing customer is parked as Typed number (Typed by customer · unverified) and never texted until a person confirms it.
A change the customer made
A customer can change their own number or email by answering a code. The change shows in the Activity log on the History tab with Revert to put the old detail back.
Phone hidden from reps
If your store hides phone numbers from reps, the Phone field shows On file, hidden. Leaving it empty keeps the number on file; typing a new one replaces it.
Correcting "What they've told us"
On the History tab, What they've told us lists what the customer said about vehicle interest, budget, timeline, trade-in and how they like to be contacted. Each row says who said it (Customer said, or that it came from AutoBook Agent), how many times and when. A manager or the customer's own rep can fix a row:
1
Correct
Fix the wording and save. The old row stays, marked Superseded.
2
Lock / Unlock
Lock keeps the row as it is so a newer conversation does not replace it.
3
Dismiss / Restore
Dismiss stops the row reaching AutoBook Agent; it stays on file marked Dismissed. Restore brings it back.
Adding a customer (walk-in or phone-up)
1
Press Add customer
On the Customers page, press Add customer at the right of the toolbar.
2
Fill in the basics
Enter a Full name and a Phone or Email (one is required), plus an optional first note for vehicle interest or context.
3
Add
Press Add customer. The customer and an open deal are created at the store you're working in, and they show in the Sales pipeline right away.
If the phone or email already belongs to a customer, AutoBook uses that record instead of making a second one. If that customer is another rep's, you are told whose they are.
Merging duplicate customers (managers)
AutoBook merges clear duplicates by itself. When a match is unclear (the phone points to one record and the email to another, or a staff edit collided with another record), the pair waits for a manager.
1
Open the review
At the top of the Customers page, open the N duplicate customers to review line. It only shows when something is waiting, and only to managers. You review one pair at a time.
2
Compare the pair
The two records sit side by side with phone, email, last seen and their counts. Under Which record survives? the older record is picked; choose the other if it is the better one. If both have a rep, pick Which rep keeps this customer?
3
Merge or keep separate
Confirm merge folds the other record into the survivor. Not a match keeps them apart. The next pair slides in.
Flag a duplicate
On a customer's History tab, Possible duplicates (managers) has Flag a duplicate: search for the other record, pick it and press Confirm to queue the pair for review. Check for duplicates looks for matches on demand.
Undo merge
The same section lists records merged into this one. Press Undo merge to split them apart again. Merges made before Undo existed say they can't be undone.
Seeing who has opted out
When anyone at the store has opted out of texts or email, an Opted out line appears at the top of the Customers page with the count. Open it to see who, which channel and since when, and click a name to open their record. A customer's own Consent history is on their History tab.
How do I give a customer to a different rep?
Managers: open the customer, click the owner's name on the Sales line at the top of the record, and pick the rep. Their open follow-ups move with them. Reps can't move a colleague's customer; ask a manager.
I marked a deal sold or lost by mistake. Can I reopen it?
Yes. On the Deal tab, the Outcome section shows Undo result. Confirm it and the deal reopens.
How do I stop AutoBook Agent texting a customer?
Stop follow-ups keeps it quiet about sales until the customer replies. Pause follow-ups holds everything it starts for 7, 30 or 90 days or indefinitely. Both are on the Overview tab under Next move and on the History tab under AutoBook Agent outreach. If the customer asked us to stop, AutoBook Agent records the opt-out itself.
A customer shows no conversations or "What they've told us" rows. Is something broken?
No. A walk-in added by hand, or a brand-new contact, has nothing there until they engage on a channel.
Why can't I open a customer I can see in search?
They belong to another rep. Reps open their own customers, the unassigned pool and work handed to them. Ask a manager if the customer should be yours.
Can a rep merge duplicate customers?
No. Merging is for managers. If you spot two records for the same person, tell a manager; changing a number to one another customer already has also queues the pair for them.