Draft the reply, pull the vehicle, deal and repair-order history, and set out what the advisor should ask next — with prices, coverage and repair authorisation left to the person who sends it.
Pick up the lead, the inbound text or email, and the repair order the advisor has open in the CRM or DMS.
02
Pull the deal file, service history, declined work and coverage as recorded against that VIN.
Reason
03
Read the thread and set out what the customer has already been told, by whom, on what channel and when.
04
Assemble what the advisor is missing — the last promise made, prior visits and the recall status on file.
05
Draft the reply in the store's own approved wording, and name the record behind each line it puts up.
Decide
06
Hold back any price, payment, trade figure, incentive, coverage call or repair authorisation.
07
Flag thin, stale or conflicting history, and say what the advisor should confirm before sending.
Out
08
Hand the advisor a draft, a summary of the lead or repair order, and the questions worth asking.
09
Retain the draft, what the advisor changed, what was sent, by whom, on which channel and when.
→Product statement
The agent drafts, retrieves and summarises. Prices, payments, coverage calls, repair authorisation and the send itself stay with a named person at the dealership.
Example workflow
One customer message, end to end
AgentHuman
1Message or repair order picked upInternet lead, inbound text, email, or a repair order opened at the service drive
2Customer and vehicle matchedResolved to one customer record and one VIN before any history is read
3History gatheredDeal file, prior visits, declined work, coverage and recall status as they are recorded today
4Reply draftedThe store's approved wording, the questions to ask, and every figure left blank
No human action required
Stages 1 to 4 run without a person in the loop — matching, retrieval and drafting all finish before an advisor opens anything, and nothing has reached the customer yet.
5DecisionSplits on match confidence and on what the reply would have to carry
Clean match, nothing held back
Reaches the advisor ready to read and send.
Weak match or a figure needed
Goes to the advisor with the gap named.
Sales or service advisor
Reads the draft, the history behind it and what the agent left blank, supplies any figure themselves, then sends it under their own name.
Send · Edit · Ask for more
Sent — logged back▼
6Draft filed against the recordSaved unsent on the customer's record; nothing leaves the dealership at this stage
7Outcome evaluatedWhat the advisor rewrote, what was sent, whether the match held, and corrections by cohort
Edits
What the advisor rewrites before sending is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Quoting a price, payment, rate or fee.
Putting a trade or appraisal figure to a customer.
Confirming incentive, rebate or programme eligibility.
Stating that a repair is covered under warranty.
Automation boundaryAgent acts unaided
✓Match the customer and the VIN before any history is read.
✓Pull the deal file, prior visits, declined work and the earlier thread.
✓Draft the reply in the store's approved wording, with figures left blank.
✓Summarise the lead or repair order and list what to confirm.
Drafts are written to the customer's record, never to the customer. A named person supplies any figure and sends it.
Authorising work or adding lines to a repair order.
Telling a customer a vehicle is safe to drive.
Clearing a vehicle of an open recall.
Sending anything to a customer, on any channel.
Example output
One drafted reply, annotated
Everything the agent drafts is attached to the record and the history it was built from.
Copilot output · one drafted replyIllustrative example
Customer asked
Channel
Matched to
Draft status
Confidence
Brake price
Is the recall done, and what will the brakes cost?
Inbound text, service
One record, one VIN
Unsent — advisor to send
92%
Left blank for the advisor
As receivedThe customer's own words and the channel they arrived on, kept beside the draft — nothing on this side is rewritten.
Evidence usedCustomer and VIN matchRepair-order historyRecall status as recorded
Why the price is blankA brake figure is a quote and a recall answer is a coverage call. Both are the advisor's.
ActionSendEditAsk for more
What the score decidesConfidence decides how much the advisor re-checks, not what the customer is told.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every lead and repair orderCRM thread, inbound text or the service drive
03Draft & summary
Apply this store's own history
Use the deal file, repair-order history, the earlier thread and the wording this store already approves.
01Approved path
Give the advisor the history first
Prior visits, declined work and the last thing the customer was told arrive together, instead of across four screens.
02Human review
Stop the draft where a person is needed
A reply that would have to carry a price, a coverage call or a recall answer waits for the advisor who owns it.
04Build an evidence trail
Retain the thread, the sources read, the draft, the advisor's edit, what was sent and on which channel — on both paths.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Rewriting is not spread evenly. A language the store rarely writes in, a model year with thin history, and a customer whose file sits at another rooftop carry most of the advisor corrections. Nestack reports draft quality by slice, not only in total.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Spanish-language customer threads
6.4%
2.9×
Review
First-model-year vehicles
5.0%
2.3×
Review
Cross-rooftop customer records
4.0%
1.8×
Watch
Routine repair-order updates
1.5%
0.7×
Normal
Bar: advisor-rewrite-rate lift vs. routine-update baseline · scale 0–4.0× · tick marks 2.0×2 of 4 slices over threshold
Evidence-linked improvement
Every rewrite becomes a rule about what a draft may say
An advisor deleting a line from a draft is not a one-off correction. It changes the wording template, the withheld-figure list or the record the copilot reads.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Advisors are rewriting more of the draft, or a blocked figure got through.
02Diagnose
The store reads back which part failed — the match, the history, the wording or the block list.
03Improve
The wording template and the block list are re-cut, and the version is stamped.
04Verify
The same threads are drafted again, the ones that went out wrong included.
05Learn
The thread is kept, and what a draft may no longer say enters the store's wording rules.
Learn → DetectThe return edge. A change to what a draft may say is signed off by whoever answers for the store's advertising, before it ships.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, matching and retrieval, drafting, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Workflow discovery and automation-boundary definition.
02DMS, CRM and OEM portal access assessment.
03Approved wording, disclosures and withheld figures.
04Customer and VIN matching rules.
05Deal, service and repair-order retrieval.
06Lead and repair-order summarisation.
07Reply drafting in the store's own wording.
08Consent, channel and opt-out checks.
09Evaluation suite and withheld-figure testing.
10Cohort slice testing, language and rooftop.
11CRM draft write-back and advisor handoff.
12Observability, deployment and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne store, one channelProductionSales and service, liveAdvancedMulti-rooftop / group
Introduced at Pilot
Drafted replies and lead summaries✓✓✓
Withheld figures, coverage and recall answers✓✓✓
A named person sends every message✓✓✓
Consent, channel and opt-out checks✓✓✓
Baseline evaluation✓✓✓
Store wording and disclosure templates✓✓✓
Introduced at Production
Deal, service and repair-order history—✓✓
CRM draft write-back and advisor handoff—✓✓
Observability and evaluation—✓✓
Introduced at Advanced
Drafting in additional languages——✓
Multi-rooftop and group controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on rooftops, DMS and CRM integrations, message volume, OEM portal access, wording approvals and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your approved wording, disclaimers and what a reply may never say→Approved wording, disclosures and withheld figuresWeek 1
02Read access to the DMS, CRM and the OEM portals you use→DMS, CRM and OEM portal access assessmentWeek 2
03How customers and vehicles are matched today, duplicates included→Customer and VIN matching rulesWeek 2
04Your consent, opt-out and contact-hours rules for each channel→Consent, channel and opt-out checksWeek 3
05Threads that went wrong, including the ones a manager had to fix→Evaluation suite, regression cases and failure-mode testingWeek 4
06The languages your customers write in and the rooftops they use→Cohort slice testing across language and rooftopWeek 5
07Named advisors and a manager to read what the copilot drafts→Advisor handoff workflow, then supervised drafting and validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Phases are drawn over the weeks they actually occupy. Week 5 carries both the slice testing and the first drafts an advisor sends.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Automation boundary, approved wording and what a draft may never carryW2DMS and CRM access, customer and VIN matchingW3History retrieval, summarising and the first drafted repliesW4Evaluation suite, withheld-figure testing and consent checksW5Draft write-back, slice testing and the first supervised sendsW6Advisors work from live drafts, then Agent Care starts
Reading the bandWithheld-figure testing runs in week 4, before an advisor sends anything drafted here.
At the end of W6Advisors have been sending from drafts beside their own replies, with every send logged against the draft it came from.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Automotive AI agent
Build a copilot around the way your advisors already answer.
Show us a week of real threads — the internet leads, the service texts and the repair orders behind them. We'll draft against them in your own wording and show you every line the copilot refused to write.
