Voice agents that know who's calling
IDP's voice agents read your scheduler, DMS and CRM while the phone rings, answer in your store's name, and leave every call with a recording, a transcript, moments and a summary your team can replay.
The first ten seconds of a service call decide how the rest of it goes. A caller who hears their own name, and an agent who already knows they drive a 2019 Eclipse Cross and had an oil change in March, settles in. A caller asked for their phone number, their name, and "what kind of car is it?" starts counting the seconds.
IDP's voice agents do their homework while the phone rings.
What the agent knows before it speaks
On an inbound call, the agent gets a brief on the caller: who they are, what's on file for them, their vehicles, their last visit, any open repair order and any upcoming appointments with your store. It uses that to skip the questions it doesn't need to ask, and to notice the ones it does: a car that isn't on file yet needs a VIN.
Your store's agent, not a robot
Each agent has its own name and voice, chosen per store and department, and goes by the name your customers know. Mandy answers the service line, Leo takes sales calls, and conversations in the console name the agent the way customers heard it.
Outbound calls open the way the agent's instructions say. An agent set up to ask for the customer by name first does so, rather than falling back to a generic greeting.
It finishes the job
A call isn't a success because it was answered. It's a success when the caller got what they called for:
- Qualify what the caller needs, and whether it's urgent.
- Text for hard details, like a VIN or a plate, and keep the line open while they reply (how caller texts work).
- Book from real openings, written back to your scheduler (booking on the call).
- Transfer to a person, introduced first (screened transfers).
- Hand off what only a person can answer, with the reason (Needs a person).
When an agent's call doesn't reach the customer, it can send a follow-up text, written for that call or a fixed text you choose.
Every call, replayable
Every call keeps its recording, a timed transcript, the moments that mattered and a summary. The player shows what happened as it plays: as the recording passes a moment (the text sent, the VIN received, the booking made), that moment lights up beside the transcript.
A side that spoke quietly still gets a full transcript, and calls appear in the Calls list while they ring, while they're live and while they're being written up, not only once everything is saved.
Your team can call from the console, too
Your team can call a customer straight from the dashboard. The customer sees your store's number and hears that the call may be recorded. Every call is recorded and transcribed, lands in the customer's conversation signed by the person who placed it, and gets a summary. Anything the customer asked to be contacted about becomes that person's follow-up, and a campaign waiting for a reply stops.
A call stays connected if the page reloads, and it can move to its own window while you keep working.
Why it matters
Answering the phone is the floor. Knowing who's calling, finishing what they called for, and leaving a record anyone can replay is what turns a voice agent into part of your service desk.
Questions about this? The agent on this page runs on IDP. Ask it anything here, or how it would work at your store.