A website chatbot for auto repair and service shops
Written by the Allinaa team · Updated
"My car is making a grinding noise, how much to fix it?" No careful shop prices that over the phone, and a website chatbot shouldn't either. What it can do is collect the details your service writer needs, answer the questions that have fixed answers, and hand the customer a clear next step. That's how an Allinaa assistant works on an auto repair website.
Year, make, model, mileage: the details your service writer needs
Every service request starts with the vehicle. The assistant asks for whatever is still missing, in up to three short questions, one at a time:
- Year, make and model, plus engine if it matters for your shop
- Approximate mileage
- What's happening, in the customer's own words
- Whether the car is drivable
- Preferred drop-off day, and whether they'll wait or need a ride
Then it offers the inquiry form, the customer agrees to be contacted, and your service writer gets an e-mail with everything above. Allinaa does not connect to shop management software, so the appointment is confirmed by your team. See appointment requests.
Describing the problem without the assistant diagnosing it
Customers want reassurance: "is it the brakes?", "is it safe to drive?", "is it expensive?" The assistant should help them describe the symptom (when it happens, what it sounds like, any warning lights) but not name a cause or a price for a repair. Put the boundary in the knowledge: "We can't diagnose problems over chat. Our technicians will inspect the vehicle and call you with an estimate before doing any work." AI answers can be wrong, and a wrong guess sets the wrong expectation for the conversation at the counter.
Safety messages you write: brakes, overheating
Some symptoms mean "don't drive it here." Decide which ones, and write the instructions yourself:
If your brake pedal goes to the floor, the brake warning light is on, the temperature gauge is in the red, or you see steam or smoke from the engine, please don't drive the vehicle. Pull over safely and call a tow service. We can recommend one.
The assistant repeats this text when a customer describes those symptoms. Test it during setup with a few realistic messages.
Published prices only: oil changes, inspections, diagnostic fee
Some services do have fixed prices: oil changes by oil type, state inspections, tire rotations, alignments, and your diagnostic fee. Put the ones you publish in the knowledge, with what's included and any conditions (oil capacity, specialty filters). The assistant quotes those and nothing else. If a customer asks for a repair price, it explains that the technician will give an estimate after inspection. See answering price questions.
Warning-light photos (Premium)
On Premium, customers can send a photo of the dashboard warning light, a leak under the car, or a tire sidewall. Files are checked for malware and stored privately, and your service writer can look before calling back. The assistant does not interpret the photo itself, but the right person sees it sooner. See file uploads.
Loaners, shuttle, wait times and warranty questions
These questions decide whether a customer books with you or the dealer:
- Do you offer loaner cars or a shuttle, and within what distance?
- Is there a waiting room, and how long does a typical oil change take?
- Will servicing here affect my factory warranty? (Write your answer carefully and keep it factual.)
- What warranty do you offer on parts and labor?
- Do you work on hybrids, EVs, diesels or European cars?
- Can I bring my own parts?
Illustrative conversation
Customer: Check engine light came on this morning. 2017 Subaru Outback. How much to fix?
Assistant: I can't tell what's causing the light over chat, but our technicians can read the code and inspect the car. Our diagnostic fee is listed on our services page, and we'll call with an estimate before doing any repair. Is the light steady or flashing?
Customer: Steady. Car drives fine.
Assistant: Thanks. Our technicians will check it. If the light starts flashing or the car starts running rough before then, please stop driving and call us. What's the mileage, and which day works for drop-off?
Illustrative example, not a real conversation.
See car dealerships.
Questions owners ask
Will the chatbot diagnose car problems?
No. It helps customers describe the symptoms, repeats your safety messages, and explains that a technician will inspect the car and provide an estimate.
Can it quote repair prices?
Only the fixed prices you publish, such as oil changes or your diagnostic fee. Repair estimates come from your technicians.
Can it tell a customer how long a repair will take?
Only the typical times you publish, such as for an oil change or an inspection. For anything else it says the service writer will confirm after looking at the car, and it collects an appointment request.
Can it tell a customer whether a repair is covered by warranty?
Only by repeating the warranty terms you publish. Whether a specific repair is covered is decided by your service writer after inspecting the car.