Impound settings
Lot hours, release requirements, and what the agent keeps private on impound calls.
Impound calls are informational. The AI Agent looks the vehicle up in your dispatch software and answers the caller's questions, and no job is created. Go to AI Agent, then Impound Settings, where one Save changes bar at the bottom saves everything on the page.
Impound calls
A single select decides who takes impound calls.
| Option | What happens |
|---|---|
| AI Handles | The agent looks the vehicle up and answers the caller. |
| Transfer | Every impound call goes to your team. |
| Not Offered | The agent tells callers you don't handle impound calls. |
The rest of this page appears only while AI Handles is selected.
Lot hours and after-hours release
The impound lot keeps its own Operating hours, set with the same day-group editor as your business hours. The lot is open 24/7 by default.
The lot can be open around the clock while dispatch is closed, so the agent keeps answering impound questions after your dispatch hours end.
After-hours release lets customers collect a vehicle outside lot hours (off by default). Turning it on reveals two fields:
- After-hours fee — the fee the agent quotes for an after-hours pickup, written as free text, for example $75 after-hours fee (up to 120 characters).
- Release policy — what the customer has to do to arrange one, for example Call 45 min before arriving (up to 1,200 characters).
Release requirements
What a customer brings, and how they can pay, when they come for their vehicle. The agent reads both lists back on the call.
Required documents
Check the documents a customer needs to pick up their vehicle:
- Valid ID (on by default)
- Proof of Ownership or Notarized Letter (on by default)
- Insurance Information
- Police Release Form
- Owner Release Form
If your lot requires something that isn't listed, select Other and type it in, for example Lien Release Letter. Press Enter to add it, and it joins the list as a removable pill.
Up to 20 documents of 60 characters each. Typing the name of a listed document selects it instead of adding a duplicate.
Accepted payment methods
Check what you take for impound release fees:
- Cash (on by default)
- Credit Card (on by default)
- Debit Card (on by default)
- Check
- Cashier's Check
- Apple Pay
- Zelle
- Venmo
- Exact Cash
Payment methods have the same Other option, for example Money Order, with a shorter limit: up to 20 methods of 20 characters each.
Escalation scenarios
Transfer to staff instead of handling hands an impound call to a person instead of answering it (off by default). Enter one situation per line, for example If the caller disputes tow charges. One line is required while the toggle is on, up to 20 lines of 180 characters each.
What the agent keeps private
The Restricted Information card holds six independent checkboxes, and each one takes a topic out of the agent's answers.
- Hide pricing — the agent won't give out fees, rates, or cost estimates.
- Hide pickup & drop-off locations — the agent won't share where the vehicle was picked up or towed to.
- Hide storage charges — the agent won't tell callers how much storage has built up.
- Hide release details — the agent gives the release date and nothing else about the release.
- Hide impound reason — the agent won't explain why the vehicle was impounded.
- Hide police-hold vehicles (on by default) — the agent won't confirm that a police-seized vehicle is on your lot.
A police hold isn't answered with a refusal. The agent tells the caller there's no matching vehicle on record and suggests contacting the police department.
How lookups work
The agent searches your impound records by VIN, license plate, or the vehicle's year, make, and model. Answers are drawn live at the moment of the call, so they match what your records say right then.
A lookup can cover where the vehicle is, fees and storage charges, release requirements and documents, lot hours, and accepted payment methods — minus whatever the checkboxes above hide.
Impound calls set to Transfer, and every escalated call, ring the same number — set it up under Call transfers.