A good auto repair phone script does not make advisors sound robotic. It makes sure the important facts are never missed. This template gives shops a practical intake structure for live advisors, overflow coverage, after-hours answering, or AI phone intake: identify the caller, capture the vehicle, understand the concern, classify urgency, and leave the team with a handoff they can act on.
Thanks for calling. I can help capture the details for the service team. Can I start with your name and the best callback number in case we get disconnected? This opening is simple, direct, and sets the expectation that the call will create a usable record for the advisor.
What vehicle are you calling about: year, make, and model? If you have the plate, VIN, or a previous repair order number, that helps too. Capture vehicle details before diagnosis so the advisor can match the record and understand likely parts, service history, and bay requirements.
What is happening with the vehicle? When did it start? Does it happen all the time or only under certain conditions? Use open-ended questions first. Let the caller describe the symptom in their own words before narrowing into categories.
Can the vehicle be safely driven to the shop, or does it need a tow? Is it currently stranded? This is one of the highest-value questions in the entire script because it determines urgency, logistics, and whether escalation is appropriate.
If the caller mentions brakes, overheating, smoke, fuel smell, electrical failure, steering, no-start, or stranded status, ask one more clarifying question: is the vehicle safe to drive right now? Do not diagnose; classify urgency and route appropriately.
What day or time window works best for you? Are you hoping to wait, drop off, or arrange a tow? Do you need the vehicle back by a specific time? This helps the advisor confirm faster instead of starting from scratch on the callback.
I have the details captured for the service team. An advisor will review the request and confirm next steps. Avoid promising a confirmed appointment unless the schedule has actually been checked. The script should create confidence without overcommitting the shop.
If your shop sends a recap, keep it short: 'We captured your request for the 2017 Camry no-start issue. The shop will review and follow up during business hours.' Include opt-out language where required and avoid diagnostic promises.
Transfer only when the caller requests a person, the symptom is safety-critical, the vehicle is stranded, the caller is upset or confused, or the call falls outside configured intake rules. Everything else should become a structured handoff for advisor review.
The final note should read like this: caller, callback number, vehicle, concern in caller's words, drivability, urgency, preferred timing, recap sent, and next action. If any field is missing, the advisor will likely need another call before they can schedule.
See how these exact questions play out on real calls in our guides: Brake Noise on the Highway at Night, No-Start After Hours, and Spanish Caller Intake. These are the scenarios the AI is trained on every day.
No. Use it as a structure, not a robotic script. The goal is consistent information capture while keeping the conversation natural.
Yes. It is especially useful after hours because the morning advisor needs enough detail to prioritize calls without replaying voicemail or calling every customer back cold.
Avoid promising a confirmed appointment, exact diagnosis, exact price, or completion time unless an advisor has reviewed the schedule and the vehicle details.
Yes. AutoShop Voice AI uses this kind of repair-specific intake structure, then adapts the conversation based on the caller's symptom, urgency, and configured shop rules.