Automotive systems.
Designed around the journey.

Planning guidance, not a verified installed workflow. Use this example to define the system you need. The linked snapshot page shows its documentation status.

Example customer request

A driver requests a repair estimate while another customer asks about a vehicle already at the shop. A single sales sequence would send irrelevant follow-up to the second customer.

Questions to capture at intake

• Is this a new service request or an update on an existing job?
• What are the vehicle year, make and model?
• What service is requested and when can the customer be contacted?

Routing decisions to configure

• Send existing-job questions to the assigned service adviser.
• Treat symptoms as context for the technician, not as an automated diagnosis.
• Confirm service duration and bay availability before scheduling.

Acceptance checks before launch

• A repair-status question does not create a new estimate sequence.
• An unsupported vehicle or service goes to manual review.
• An appointment change updates the adviser and customer reminders.

What to measure

Track estimate requests, confirmed visits and adviser response time separately.

Test with synthetic contacts in a research account. Confirm each expected outcome in the contact record, calendar and workflow history before connecting live channels.