Shop-Ware is trusted by high-volume independent shops that need real-time shop management: repair orders, technician tracking, customer communication, and service-history visibility. But Shop-Ware cannot answer the phone when every bay is full and the counter is stacked. AutoShop Voice AI sits in front of Shop-Ware as a phone intake layer. It handles overflow and after-hours calls, structures the customer, vehicle, concern, and timing information, and gives the advisor a clean handoff so they can create the repair order in Shop-Ware with the data already captured.
Shop-Ware users tend to value the advisor's judgment in the workflow. The AI captures the call and structures it so the advisor can verify and confirm the right next step. Routine maintenance calls wait in the queue. Urgent work surfaces fast with the shop's configured escalation rules. The advisor decides what gets booked, when, and by whom. The AI does the data entry so the advisor can do the thinking.
Here is how a typical after-hours call flows for a Shop-Ware shop: The caller describes a brake noise on their 2019 Silverado. The AI captures the vehicle details, asks about drivability, notes the urgency, and offers a morning appointment. The call ends with the data structured and an SMS recap sent to the caller. The next morning, the advisor opens the dashboard, reviews the handoff, confirms the appointment, and creates the repair order in Shop-Ware — all before the counter opens. No voicemail. No call-back game.
Shop-Ware shops can be high-volume, multi-technician operations. An urgent tow request after hours needs to reach the right person fast. A routine oil-change inquiry can wait. AutoShop Voice AI lets the shop define which symptoms trigger which actions, at which times, so the escalation behavior reflects how the shop actually operates rather than a one-size-fits-all rule.
The AI does not read the shop's Shop-Ware service history or customer records. Instead, it captures fresh data from the caller — the vehicle they are calling about, the symptom they are experiencing, the timing they prefer — and structures it for advisor review. The advisor can then reference Shop-Ware's service history if needed during confirmation. This keeps data separation clean and credential scope minimal.
For enterprises running Shop-Ware across multiple locations, the Enterprise plan supports location-based routing, separate hours and escalation rules per location, and distinct advisor queues — all feeding into the shop's existing workflows. Each location's intake stays separate while the Shop-Ware instance remains the operational hub.
No. It is a phone-intake layer that works alongside Shop-Ware. All repair order management, technician tracking, and customer communication continues in Shop-Ware.
Yes. The Enterprise plan supports multi-location routing, separate hours and escalation rules, and distinct advisor queues per location while keeping Shop-Ware as the system of record.
Yes. The default workflow is advisor review and confirmation. Direct DMS actions are only enabled where the shop has explicitly configured them.
Not for the default workflow. The default is phone intake with dashboard handoff and advisor review in Shop-Ware. DMS actions require shop-managed credentials and explicit configuration.