> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vorel.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Auto service

> Vorel's auto service vertical pack, for service shops handling routine maintenance, diagnostic intake, warranty work, and vehicle-aware booking.

The auto-service pack tunes Vorel's voice + chat agent for vehicle service and repair shops. It seeds an agent persona, the slots the agent collects on every qualification, the catalog attributes for service / bay combinations, the handoff triggers, and a few prompt-level overrides, all without code.

## Persona defaults

| Field                | Value                                                                                                                         |
| -------------------- | ----------------------------------------------------------------------------------------------------------------------------- |
| Agent name (English) | **Omar**                                                                                                                      |
| Agent name (Arabic)  | **عمر**                                                                                                                       |
| Business framing     | "auto service and repair shop" / "ورشة صيانة وإصلاح السيارات"                                                                 |
| Target customer      | "vehicle owners"                                                                                                              |
| Appointment noun     | "service appointment" / "موعد صيانة"                                                                                          |
| Tone                 | practical and direct, comfortable with technical terms; respects the caller's time and never overpromises on parts or pricing |

### Signature phrases

The auto-service pack ships an **empty signature\_phrases list**, by design. Auto-service callers tend to want efficiency over rapport, and the pack's tone leans practical/direct accordingly.

### Forbidden phrases (the agent will never say)

`definitely` · `guaranteed` · `no problem at all`

These defend against over-promising on parts availability, repair timelines, and warranty coverage, all of which depend on parts inventory + technician schedules + diagnostic results that the agent doesn't have at qualification time.

## What the agent qualifies

The agent applies these qualification rules for this vertical:

> Confirm the vehicle (make, model, year) before anything else; service availability, bay assignment, and parts on hand all depend on it. For drivable issues, capture the symptoms in the caller's own words (noise, smell, warning light, when it happens) WITHOUT diagnosing. For warranty work, ask for VIN last 6 digits + dealer of purchase. Routine services (oil change, brake pads, tires) book straight against availability; symptom-driven calls book a diagnostic first and final pricing comes after. NEVER quote a final repair price over the phone for symptom-driven work; give the diagnostic fee + a turnaround ETA only. If the caller pushes for a hard estimate before inspection, hand off.

## Lead attributes captured

| Slot                | Type      | Notes                                                                  |
| ------------------- | --------- | ---------------------------------------------------------------------- |
| `vehicle_make`      | string    | toyota · honda · nissan · bmw · mercedes · audi · lexus · ford · tesla |
| `vehicle_model`     | string    | E.g. Camry, X5, Pilot                                                  |
| `vehicle_year`      | number    | Model year                                                             |
| `vin_last6`         | string    | Last 6 digits of VIN (warranty work, parts lookup)                     |
| `mileage_km`        | number    | Current mileage (km)                                                   |
| `preferred_advisor` | string    | Name of preferred service advisor                                      |
| `service_history`   | string\[] | Past service types performed at this shop                              |
| `urgency`           | string    | routine · drivable\_issue · non\_drivable · warranty                   |
| `warranty_status`   | string    | under\_warranty · out\_of\_warranty · extended · unknown               |

## Offering catalog attributes

Bookable service / bay combinations stored as Vorel `offerings`:

| Attribute                 | Type      | Examples                                                                                                                                             |
| ------------------------- | --------- | ---------------------------------------------------------------------------------------------------------------------------------------------------- |
| `service_type`            | string    | oil\_change · brake\_service · tire\_service · battery · ac\_service · diagnostic · engine\_service · transmission · alignment · detail · inspection |
| `duration_minutes`        | number    | Estimated duration                                                                                                                                   |
| `bay_type`                | string    | express · general · heavy · alignment · ac · tire                                                                                                    |
| `requires_diagnostic`     | boolean   | True when diagnostic must run before final pricing                                                                                                   |
| `loaner_available`        | boolean   | Courtesy / loaner vehicle available                                                                                                                  |
| `vehicle_makes_supported` | string\[] | Makes the bay / technician handles                                                                                                                   |
| `price_estimate_aed`      | number    | Estimated price in AED                                                                                                                               |

## Handoff triggers (defaults)

* **On complaint**: service grievances route to a service advisor.
* **On negotiation**: pricing / discount negotiations escalate.
* **On explicit request**: "let me speak to a real advisor".
* **On stuck**: if the agent can't make progress in two turns, hand off.
* **On hard-estimate pressure**: qualification-prompt-driven; if the caller pushes for a final repair price before inspection, the agent escalates rather than guessing.

`on_compliance` is OFF. Auto-service rarely has compliance escalations on the inbound channel.

## Worth knowing

* **Vehicle first, everything else after.** The qualification prompt makes vehicle (make / model / year) the first slot the agent gathers, since service availability, bay assignment, and parts on hand all depend on it.
* **Symptom capture without diagnosis.** Drivable-issue calls capture the customer's own words (noise / smell / warning light / when it happens), the same pattern as the clinic pack. The agent doesn't speculate on root cause.
* **Two booking modes.** Routine services (oil, brakes, tires) book straight against availability. Symptom-driven calls book a diagnostic first; final pricing comes after the technician inspects. The pack's `requires_diagnostic` boolean on offerings is the routing axis.
* **Never a hard estimate over the phone.** For symptom-driven work, the agent gives the diagnostic fee + a turnaround ETA only. If the caller pushes for a final price before inspection, the agent hands off rather than making a number up.
* **VIN-last-6 for warranty work.** Captured for warranty inquiries so the advisor can verify coverage before the visit.
* **Post-confirmation copy.** The pack's `booking_post_confirm_hint` instructs the confirmation to include the shop address with directions, the service advisor's name, the drop-off window, and what to bring (Mulkiya, VIN-printed registration if warranty work, spare key if leaving overnight). For symptom-driven bookings it adds: "final pricing comes after the diagnostic and the advisor will call before any work starts."

## Per-tenant tuning

* **Append signature / forbidden phrases**: your shop's restricted vocabulary on top of the pack defaults.
* **Replace prompt overrides per-key**: e.g. dealership-specific qualification rules (warranty + recall lookup) vs. independent-shop rules.
* **Full prompt edits**: for deeper rewrites, `tenant_prompt_overrides` replaces individual sub-agent prompts.

## Related docs

* [Voice features](/product/voice): what the voice agent does end-to-end
* [CRM integration](/product/crm): Tekmetric driver covers the standard auto-service shop CRM
* [Quickstart](/getting-started/quickstart): onboarding flow

{/* verified-against: apps/web/src/lib/crm/tekmetric.ts (Tekmetric driver) */}