Inbound Call Agent Settings
Customize AI agent for inbound number: +14159917274.
Query Categories Configuration
Configure how different types of queries are handled by the system.
LEVEL 1Basic Queries
| Category | Example Queries | System Access | Handled By | AI Fallback | Actions |
|---|---|---|---|---|---|
| Timings | What are your sales/service hours? | Website | Agent | ||
| Location/Directions | Where is your dealership? How do I get there? | Website | Agent | ||
| Contact Info | What's your email? | Website | Agent | ||
| General FAQs | Do you sell [brand/model]? What services do you offer? | Website | Agent | ||
| Test Drive Process | How do I book a test drive? What documents are needed? | Private Knowledge Base | Agent | ||
| Offers & Promotions | What discounts or financing offers are available now? | Website | Human | Yes | |
| Basic Car Info | What's the mileage or fuel type of [model]? | Website | Human | Yes | |
| Accessories Info | Do you offer [roof rack, floor mats]? | Website | Human | Yes |
LEVEL 2System Access Queries
| Category | Example Queries | System Access | Handled By | AI Fallback | Actions |
|---|---|---|---|---|---|
| Test Drive Booking | Book/reschedule/cancel a test drive | CRM | Human | No | |
| Car Availability | Is [specific model/variant] in stock? | CRMDatabase | Human | Yes | |
| Service Appointment | Book/reschedule/cancel a service | CRMSalesforce | Human | Yes | |
| Customer History | When was my last service? | CRMDatabase | Human | No | |
| Quote Requests | Can I get a quote for [model/variant]? | CRM | Human | Yes | |
| Follow-Up Requests | Can someone follow up on my inquiry? | CRMMail | Human | Yes | |
| Loan/EMI Info | What's my EMI amount/status? | CRMDatabase | Human | No | |
| Invoice Copy | Can I get a copy of my old bill/invoice? | CRMDatabase | Human | Yes | |
| Callback Scheduling | Schedule a call for tomorrow | CRMMail | Human | Yes |
LEVEL 3Escalation Queries
| Category | Example Queries | System Access | Handled By | AI Fallback | Actions |
|---|---|---|---|---|---|
| Sales Escalations | Salesperson misquoted price; Wrong variant delivered; Delivery delay complaints | CRMSalesforceMail | Human | No | |
| Price or Offer Disputes | Was promised a discount that was not applied | CRMDatabase | Human | No | |
| Test Drive Complaints | Test drive vehicle wasn't available as promised | CRM | Human | No | |
| Loan or Finance Disputes | EMI miscalculation; Wrong financing term shared | CRMDatabase | Human | No | |
| Vehicle Damage Complaints | Car damaged before delivery | CRMMail | Human | No | |
| Repeated Service Issues | Problem not resolved after multiple visits | CRMSalesforceDatabase | Human | No | |
| Warranty Rejection Issues | Denied claim with no explanation | CRMPrivate Knowledge Base | Human | No | |
| Staff Misconduct | Staff was rude or misleading | CRMMail | Human | No | |
| Legal Complaints | I'm escalating legally, provide records | CRMDatabasePrivate Knowledge Base | Human | No | |
| Multi-Department Issues | Service + Sales miscoordination | CRMSalesforceMail | Human | No |