Booking confirmation | SMS + Email | Fixed + one AutoBook Agent line | Always, the moment an appointment is booked, on every contact method on file. | Recorded |
24-hour reminder | Email | Fixed wording | Dealer toggle (reminder_emails.remind_24hrs, ON unless turned off); sends at the configured day-before hour. | Recorded |
Final reminder (1 hour by default) | SMS + Email | Fixed wording | Dealer toggles (reminder_sms.enabled / reminder_emails.remind_1hr, ON unless turned off); lead time is the hours_before dial. | Recorded |
Cancellation notice | SMS + Email | Fixed + one AutoBook Agent line | Always, when an appointment is cancelled. The TEXT stays deterministic on purpose (a cancellation is a fact to be believed); the email carries one line AutoBook Agent writes. | Recorded |
Reschedule notice | SMS + Email | Fixed + one AutoBook Agent line | Always, when an appointment is moved (canon E2 — the SMS leg landed 2026-08-03). | Recorded |
Sales lead acknowledgement | SMS + Email | Fixed + one AutoBook Agent line | Always, on a new sales lead, unless AutoBook Agent already replied in a live conversation. Text leg (owner ruling 2026-09-07): one sentence of the answer plus a pointer to the email, one text per submission; a phone-only customer gets the full answer by text. | Recorded |
Service request acknowledgement | SMS + Email | Fixed + one AutoBook Agent line | Always, on a new service request. Two variants: a REQUEST (the time asked for, not booked yet), and, at a store whose PBS writes are on, a BOOKED confirmation when the public Book page booked the visit and PBS said yes (bookedVisit, PBS Wave E item 28: the email says the visit is booked for its time and quotes the confirmation code, the text is buildServiceVisitBookedSmsBody). Text leg (owner ruling 2026-09-07): one sentence of the answer plus a pointer to the email, one text per submission; a phone-only customer gets the full answer by text. | Recorded |
General inquiry acknowledgement | SMS + Email | Fixed + one AutoBook Agent line | Always, on a general (non-sales, non-service) inquiry. Routed to the general-inquiries inbox. Text leg (owner ruling 2026-09-07): one sentence of the answer plus a pointer to the email, one text per submission; a phone-only customer gets the full answer by text. | Recorded |
Repeat service submission (update note) | SMS | Fixed wording | A SECOND service request from the same customer at the same rooftop within 30 minutes of one we already sent (the 2026-09-05 live case: the plain form at 00:11, then the scheduler form at 00:23, and two full receipts went out). The duplicate EMAIL stands down unless the second submission asked something new, and this one short text goes instead of the second receipt text. TEXT ONLY by design: it exists to say "that landed on your existing request", which is not worth an email. | Recorded |
Conversation summary (receipt flavor) | Email | Fixed + one AutoBook Agent line | When a real conversation happened before the capture: the acknowledgement recaps it instead of repeating what they already told us. | Recorded |
ADF / contact-form opener | SMS + Email | Written by AutoBook Agent | Always, on an ADF or contact-form lead with no live conversation — supervised by the channel autonomy setting like any other AutoBook Agent reply. The old canned "first touch" was RETIRED in Wave 2. Text leg (owner ruling 2026-09-07): one sentence of the answer plus a pointer to the email, one text per submission; a phone-only customer gets the full answer by text. | Recorded |
First text (chat continued by text) | SMS | Written by AutoBook Agent | When a visitor asks to continue by text (chat bridge, ADF or form intake with a phone). Once per deal, never twice for the same number. AutoBook Agent writes it from the conversation it is continuing; a deterministic template is the never-fail floor if the composer errors. | It is the conversation |
First email (chat continued by email) | Email | Written by AutoBook Agent | The email twin of the first text: when the visitor chose to continue by email instead. Once per deal. AutoBook Agent writes it the same way, with the same deterministic floor, and the reply threads back to this conversation. | It is the conversation |
First text (consent safety valve) | SMS | Fixed wording | Replaces the first text whenever the number was not proven in the chat. Fixed wording on purpose, and it is NEVER written by AutoBook Agent: it must carry the dealership name, why we are texting, and an immediate reply STOP. | It is the conversation |
Waiting on an answer (hold, repeat, and give-up lines) | SMS + Email + Chat | Fixed wording | When AutoBook Agent asks a person inside the store for an answer it will not make up: one wait line, a different line if the customer asks again, and an honest give-up line if nobody answers in time. | It is the conversation |
Still working on it (30-minute note) | SMS + Email | Fixed wording | Once, 30 minutes after a conversation was handed to a person and nobody has replied. Deferred past quiet hours. It is AutoBook Agent saying it is still on the job, never a bulletin about a team. | Recorded |
Service request still open (courtesy note) | SMS + Email | Fixed wording | Once per service request, when a request is still unassigned a week after the second escalation. It says we have not forgotten them and gives the store number; on a store with nobody to escalate to it asks them to phone in instead. Per-dealership toggle (the stuck_service_note producer on the Outbound page). Consent, quiet hours, caps and the kill switch all apply, and a text held by quiet hours goes when the window opens. | Recorded |
Service team is taking over (announcement) | SMS | Fixed wording | When a service team member picks up a conversation and continues it from the service line, one line on the original thread names them and says the service team is texting now. It sends on the main line, and the original thread goes quiet only once it has landed, so the customer is never left with silence they were not told about. | Recorded |
Missed-call text back | SMS | Fixed wording | Always on. Sends when a call never connected, or the line died mid-conversation. Held back if a rep or AutoBook Agent is already in a live text thread, and deferred past quiet hours. | Recorded |
Callback note | SMS | Fixed + one AutoBook Agent line | Always on. When a caller with an assigned rep missed the store, or left a voice message, and the rep is around but has not called back by the store's deadline: one note through the customer outbox saying we got their call and will call them back. Needs consent like any text we start, waits out quiet hours, and never goes if the customer has written since. | Recorded |
Post-call follow-up | SMS | Fixed + one AutoBook Agent line | One switch per dealership: Follow-ups › Text after a phone call (location.settings.outbound.lifecycle.producers.post_call_follow_up). Needs AutoBook Agent on the phone in the plan. Once per customer, ever, and only while the store is open. | Recorded |
Answer to a message left on a call | SMS | Fixed wording | When a caller leaves a message on the phone line and a team member later answers it, the answer is texted back to the number the call came from. Once per message, ever. A late-evening answer waits for the quiet window to end rather than going out at night. The answer itself is the team member's own words; the lead-in and the STOP line are fixed. | Recorded |
Opt-out confirmation | SMS | Fixed wording | Always, and it outranks everything: when someone asks to stop in their own words. Carrier STOP keywords get the carrier reply instead, so we never double-confirm. | Recorded |
Reply START reminder | SMS | Fixed wording | Only when a customer who opted out of texts writes to us again without replying START. AutoBook Agent does not answer them; their rep is alerted instead. At most once per customer per 24 hours. The carrier blocks it for customers who texted the STOP keyword, and we record that it was blocked. | Recorded |
Verification code | SMS | Fixed wording | Only when a customer is asked to prove a phone number — moving a chat to text, a cancel/reschedule security check, or an identity check on their store file. | Not recorded |
Stop notice to the account holder | SMS | Fixed wording | When somebody who is NOT the account holder asks us to stop messaging that line, the holder is told their line was stopped and how to undo it. Once per holder per conversation. It never reads anything back: not who asked, not the channels, not what was being sent. | Not recorded |
Re-engagement follow-up | SMS + Email | Written by AutoBook Agent | Per-dealership outbound settings: the re-activation family must be enabled and its autonomy dial allows the send. Consent, quiet hours, daily caps and the kill switch all apply. | It is the conversation |
Campaign / cadence touch | SMS + Email | Written by AutoBook Agent | A campaign the dealer started, on its cadence. Same consent, quiet hours, caps and kill switch as every other outbound message. | It is the conversation |
Question continuation | SMS + Email | Written by AutoBook Agent | After a rep answers AutoBook Agent's question, AutoBook Agent carries the answer back to the customer on the channel the conversation is on. | It is the conversation |
Answer when nobody replied in time | SMS + Email + Chat | Written by AutoBook Agent | When nobody inside the store answers AutoBook Agent's question by the deadline (2 business hours on text and email), AutoBook Agent answers everything it can itself and says the exact detail is still coming. The give-up line is only the backstop if that fails. | It is the conversation |
Requested document | Email + SMS | Fixed wording | When a customer asks for a Carfax, window sticker or spec sheet. AutoBook Agent files the request; a PERSON pulls the document and emails or texts it, whichever the customer left us. | Recorded |
Something the customer asked us to send | Email + SMS | Fixed wording | When the customer asks for it in the conversation ("email me that breakdown", "text me the address"). Goes to the email on file, or the phone when that is all we hold. The SERVER writes the body from its own records - the payment quote, the trade estimate, the listing, the address and hours - so AutoBook Agent never retypes a figure. Consent and opt-outs still block it; quiet hours do not, because they asked a minute ago. It also goes by itself, once, for a trade-in estimate the customer asked for but could not be given in the moment: a caller who hung up before the number came back, and a customer who ticked "Tell me what my vehicle is worth as a trade-in" on the service booking page (then a text goes only to the number the dealership's own record has, never one typed on the form). | Recorded |
Your number or email was changed | SMS + Email | Fixed wording | When a team member replaces a customer's number with a new one and the OLD number had been confirmed as theirs, or when the customer changes their own number or email themselves (after proving it is them and that the new one is theirs with a code). One short message goes to the OLD number (a text, "reply if this was not you") or the OLD email address (an email, "call or text us at the store number"). It never shows either number or address. Opt-outs and bounced addresses still block it. It is a security alert, so it goes right away, even late in the evening. The text is a thread line; the email is not (the address is no longer on file), and the change itself is on the customer's activity log. | Recorded |
First service reminder | SMS + Email | Written by AutoBook Agent | Reaches out to a customer who bought from us a while ago and has not been back for their first service. Per-dealership: the lifecycle family and this producer must be enabled, and its autonomy dial decides whether it sends or waits for approval. | Recorded |
Maintenance due reminder | SMS + Email | Written by AutoBook Agent | Reaches out when it has been a while since a customer's vehicle was in for service, based on their last visit or their delivery date and mileage. Same family, producer switch, autonomy dial and consent floor as the other lifecycle touches. | Recorded |
Flagged-work recovery | SMS + Email | Written by AutoBook Agent | Reaches out about recommended service work that was flagged on a recent visit and has not been booked yet. Same family, producer switch, autonomy dial and consent floor. | Recorded |
Unfinished service follow-up | SMS + Email | Written by AutoBook Agent | Reaches out, once, to a customer who started a service request in a chat that ended before it was finished. Sends a few hours later while it is still fresh. Same family, producer switch, autonomy dial and consent floor. | Recorded |
Quiet service request follow-up | SMS + Email | Written by AutoBook Agent | From the Service desk, when a customer goes quiet on an open service request before the visit is booked: after one open day of silence, then again three open days later, at most twice; then the advisor takes it. When the car is ready and not picked up, one reminder after one open day. Same family, producer switch, autonomy dial and consent floor; a PBS Unsubscribed blocks it, and before booking so does a text STOP. | Recorded |
New-owner welcome | SMS + Email | Written by AutoBook Agent | Reaches out shortly after a customer takes delivery of a new vehicle to congratulate them and introduce the service department. A relationship touch, not a sales or upsell message. Same family, producer switch, autonomy dial and consent floor. | Recorded |
Lease-end check-in | SMS + Email | Written by AutoBook Agent | Reaches out about four months, then again closer to the end, before a customer's lease matures, and offers to book an appraisal or start the next-vehicle conversation. At most three times, spaced out, and it stops if they are not interested. Same family, producer switch, autonomy dial and consent floor. | Recorded |
Ownership anniversary | SMS + Email | Written by AutoBook Agent | A warm yearly note on the anniversary of a customer's purchase, marking the milestone with one light question about how their vehicle has been treating them. No service or trade-in pitch. Off by default. Same family, producer switch, autonomy dial and consent floor. | Recorded |
Lost-lead winback | SMS + Email | Written by AutoBook Agent | Reaches back out to a lead that was marked lost a while ago, in case their situation has changed. Tries a text, then an email, then hands it to a rep for a call, spaced out and capped, and stops the moment they reply. Reactivation family: its enable flag and autonomy dial, plus consent, quiet hours, caps and the kill switch. | Recorded |
Demo store explainer | SMS + Email | Fixed wording | Demo store only (dealer demo-autobook-motors with demo_explainer_message on). Once ever per visitor, five minutes after their last message. | Recorded |
Chat check-in (written by AutoBook Agent) | Chat | Written by AutoBook Agent | Once the visitor has typed at least once and then goes quiet, the widget asks AutoBook Agent for a check-in at 60 and 120 seconds and AutoBook Agent writes it from the conversation so far. Before they have typed anything they get the fixed check-ins below instead. | It is the conversation |
Trade estimate, once the appraisal lands | Chat | Fixed wording | When a visitor asks what their trade is worth in chat, the market scan takes longer than the reply does, so AutoBook Agent promises a number and this bubble delivers it when the scan finishes. It carries the store's estimate disclosure. When no solid number came back it says so plainly and offers the free in-person appraisal instead of a figure. | It is the conversation |
Chat greeting | Chat | Fixed wording | Every new chat, before the visitor has typed anything: the dealership's configured greeting, or this default when that field is left blank. | Recorded |
Chat check-in (60s / 120s) | Chat | Fixed wording | Only while the visitor has still said nothing: one check-in after 60 seconds of silence and one after 120 seconds. The moment they type, every later follow-up is written by AutoBook Agent instead. | Not recorded |
Booking confirmation strip (in chat) | Chat | Fixed wording | Inside the chat widget only, the moment a visitor finishes booking (or files a request) in the embedded booking page: a one-line strip above their confirmation with the way back to the chat. | Not recorded |