How the agent handles calls

The AI Agent answers your phone line around the clock, collects what a dispatcher needs, and creates the job in your dispatch software. All AI Agent settings are under AI Agent in the left-hand navigation.

What happens on a call

Every call runs through the same five stages, whatever the caller asks for.

Greet the caller

The agent answers with the greeting you chose: one of two templates that name your company, or your own custom wording. Set it under Set up your agent.

Identify the need

The agent works out what the caller wants (a tow, roadside service, or an impound question) and which vehicle it involves. Your settings decide what happens next: the agent handles the call, transfers it to your team, or tells the caller the service isn't offered. See Choose what the agent handles.

Collect the details

On a dispatch call the agent gathers the caller's name and phone number, the pickup and drop-off, and what's wrong. It also takes the vehicle's year, make, model, and color, plus the plate or VIN. It quotes your default arrival estimate. Impound calls are informational instead. The agent looks the vehicle up and answers questions, and no job is created.

Confirm with the caller

The agent reads the details back to the caller before anything is created.

Create the job

The job lands in your dispatch software with everything collected on the call. It waits there for your team to assign a driver, unless you've turned on driver dispatch. Confirmation and alert messages go out at this point. See Notifications.

Pinning down the caller's location

Roadside callers often can't name where they are. The agent texts a location link to the caller's phone, the caller opens it and shares their location, and the map shows a pin to confirm. A confirmed pin beats whatever address was spoken on the call.

The link lives about five minutes. While it's alive the caller can share again as many times as needed, and the last pin confirmed is the one the agent uses.

What the agent never does

Some limits are permanent, and some depend on a setting that's off until you turn it on.

Quote a price — unless Let the AI quote prices is on (off by default) and a rate sheet is live. See price quotes.
Cancel a job — unless Let the AI cancel jobs is on (off by default).
Send a truck — unless Turn on driver dispatch is on (off by default). Otherwise every job waits for your team.
Handle winch out and recovery — while the service is offered every recovery request goes to a person, and with the offer switched off the agent tells callers it isn't available.
Handle RVs, motorhomes, trailers, and boats — vehicles outside the four standard classes always transfer.
Process a payment — the agent takes no payment of any kind on a call.
Confirm a police-hold vehicle — while Hide police-hold vehicles is on (the default), the agent tells the caller there's no matching vehicle on record.

When one of those limits hands the call to a person, it rings the number on Call transfers.

Reviewing calls

The Calls page keeps every conversation the agent has had. Open one and you get the full transcript alongside a summary of what happened.

Each conversation also shows what it cost, as a credits figure on its summary — the fastest way to check a charge you weren't expecting. See What calls cost.

Continue

Set up your agent

Your agent's greeting, company profile, hours, and service area, plus a first test call.

Choose what the agent handles

What the agent handles, transfers, or declines for each service and vehicle class.

Dispatch settings

What the agent may do on dispatch calls, plus ETA, weight limits, and escalations.

Impound settings

Lot hours, release requirements, and what the agent keeps private on impound calls.

Call transfers

Every way the agent hands a caller to a person, and the number they ring.

Notifications

The confirmation text customers get, the alerts your team gets, and the limits on both.

Troubleshooting

Fixes for the common surprises: transfer loops, missing quotes, unexpected transfers, and silent alerts.