AI Agents
Configure the AI agents that handle customer conversations for Sales, Service, Test Drive, Parts, Lease Return, and Trade-In.
AI Agents are the specialist personalities that power DealerAI's conversations. Each agent is optimised for a specific dealership function and can be individually configured with custom prompts, appointment settings, and behaviour rules.
Agent Types
DealerAI provides the following built-in agent types, each mapped to a dealership department:
| Agent | Purpose |
|---|---|
| Sales Agent | Handles new and used vehicle enquiries, qualifies buyers, and books Sales appointments |
| Service Agent | Addresses service and maintenance questions and books Service appointments |
| Test Drive Agent | Focuses on scheduling test drives and capturing driver details |
| Parts Agent | Answers parts availability and pricing questions |
| Lease Return Agent | Assists customers approaching lease-end with options and next steps |
| Trade-In Agent | Guides customers through the vehicle trade-in process and captures vehicle details |
In addition to the built-in agents, you can create custom outbound agents for specialised outreach campaigns.
Configuring an Agent
To open an agent's configuration:
Agent Prompt
Each agent has a customisable system prompt that defines its personality, tone, and the information it should prioritise. Edit the prompt text to:
- Reflect your dealership's brand voice (professional, friendly, casual)
- Include specific instructions (e.g., always ask for a preferred appointment time)
- Highlight any promotions or offers the agent should mention
Changes to the agent prompt take effect immediately for new conversations. Existing active conversations continue with the previous prompt until they are resolved.
Appointment Settings
For agents that book appointments (Sales, Service, Test Drive), you can configure:
| Setting | Description |
|---|---|
| Appointment types | Which appointment categories the agent can offer |
| Available hours | Days and times slots the agent can book |
| Confirmation message | The message sent to the customer after a booking is confirmed |
| Buffer time | Minimum gap between consecutive appointments |
Training the Agent
After making significant changes to an agent's prompt or data, use the Train button to refresh the agent's knowledge. Training applies your updates and typically completes within a few minutes.
Outbound Agents
Outbound agents are used for proactive campaigns — reaching out to customers who have not yet initiated contact. Each outbound agent can be configured with:
- A custom prompt for the outreach campaign
- Target audience criteria
- Channel preference (SMS or email)
To create a new outbound agent, click New Outbound Agent from the Agents page and follow the setup steps.
Common Agent Settings
Regardless of type, all agents share these configurable options:
| Option | Description |
|---|---|
| Agent name | Display name shown in conversation logs |
| Escalation behaviour | How the agent handles requests it cannot fulfil (e.g., hand off to a staff member) |
| Off-hours message | What the agent says when the dealership is closed |
| Language | The primary language the agent communicates in |