Customers defer repairs for different reasons: timing, budget, uncertainty about the work, or a plan to use another shop. An agent can organize follow-through while the service advisor remains responsible for technical explanations.
This is a proposed workflow to configure and test with your business. It does not assume that Dots already has access to your sales systems.
Follow the customer’s actual decision and the technician’s record
Define the result, the records the agent should use, and who owns the decisions. Keep the opportunity state in a shared tracker your team can inspect, with stable IDs, current sources, and the next action.
Prepare the information Dots needs
Repair record
Vehicle and repair-order identifiers, technician-approved findings, estimate version, and recommended work.
Decision history
Work approved, deferred, or declined; the stated reason; and any requested follow-up date.
Current terms
Parts availability, current pricing, estimate validity, appointment capacity, and approved payment options.
Contact policy
Customer preferences, exclusions, staff ownership, and the route for technical or urgent questions.
Verify app access before assigning work. Configure recurring tasks explicitly. Define action permissions before sending or changing records.
If a needed connection is unavailable, use an approved export for research and draft preparation. Keep source timestamps visible and require a current system check before an action depends on price, availability, or status.
Build the agentic workflow
1. Separate declined work from completed work
Reconcile each line item with later repair orders. Do not send a reminder for a repair already performed or one the customer explicitly closed.
2. Use the recorded reason
Base follow-up on the customer’s stated timing or question. Mark unknown reasons clearly instead of assuming a price objection.
3. Prepare a factual explanation
Use only the technician-approved description of the work. Ask the service advisor to review any safety language, diagnosis, priority, or consequence.
4. Revalidate before offering an appointment
Check estimate validity, parts, and schedule. If the customer wants to proceed, follow the shop’s authorization process before creating a commitment.
5. Close and learn
Record a confirmed appointment and completed repair separately. Stop the sequence on a clear decision, and review reasons for deferral with the service team.
A worked example
Illustrative scenario; this is not a reported customer result.
A customer deferred a repair until after a trip. Dots prepares a follow-up at the agreed time, flags that the estimate has expired, and asks the advisor to confirm current terms before the customer receives a new offer.
A starter instruction for your dot
Review deferred repair estimates against completed work and customer decisions. Draft follow-ups using technician-approved descriptions and the customer’s stated timing. Do not invent diagnoses, urgency, or consequences.
Ask the advisor to confirm current price, parts, and availability. Track authorization, appointments, and completed work as separate states.
For a repeating check, add a time, time zone, end date, and where results should arrive. Ask for confirmation that the schedule was saved. Define which exceptions deserve a notification and when the workflow should stop.
Measure the commercial result
Track customers reached appropriately, advisor conversations, authorized repairs, completed work, and contribution. Include cancellations and reasons for decline; a booked appointment is not yet completed repair revenue.
Keep the handoff clear
The agent should never manufacture fear to create a sale. Technical urgency must come from the qualified technician’s current assessment, and a customer’s decision not to proceed must remain visible.
Begin with a small, reviewable pilot. Inspect the records and actual outcomes before expanding its scope. Give the agent enough authority to complete the agreed work, with clear ownership of exceptions.
Talk to Looski about this workflow. We can help map the data, integrations, decisions, and measurement before implementation.
Frequently asked questions
Can Dots decide which repairs are urgent?
No. Use a qualified technician’s documented assessment. The agent can organize records and communication, but should route diagnosis, safety, and repair-priority questions to the service advisor.
Should declined repairs stay in follow-up forever?
No. Use the customer’s decision, requested timing, and the shop’s finite contact policy. Suppress completed work and stop when the customer declines further contact.