What the agent can and can't do

The agent is the AI that handles customer conversations, drafts quotes, books appointments, and writes outreach messages. It works autonomously within clear boundaries — some things it does on its own, some things it drafts for your approval, and some things it never does at all.

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What the agent does on its own

These actions happen without asking you first. You’ll see them in Today (your daily feed) and the inbox, but you don’t need to approve them:

• Answer questions — the agent responds to customer questions about services, hours, availability, and pricing using your business profile and knowledge base.
• Send quotes under your threshold — if a quote is within your price book’s (your services, packages, and vehicle classes) auto-send range and under your approval threshold, the agent computes the price and sends it immediately.
• Book appointments in web chat — when a customer is chatting on your website, the agent can book an appointment on the spot (confirmed immediately).
• Follow up on form submissions — the agent opens a follow-up chat on the thank-you screen and carries on the conversation.
• Send recall reminders — when a vehicle is due for a recall (e.g., annual ceramic coating maintenance), the agent drafts the message and places it in Today’s decision queue for approval.

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What the agent drafts for your approval

These actions are drafted by the agent but never go live until you approve them in Today’s decision queue:

• Follow-up replies via SMS — when a customer texts and the agent drafts a reply, the reply waits for your approval before sending. (Web chat replies, by contrast, are sent immediately.)
• Quotes over your threshold — if a quote exceeds your approval threshold or triggers a review rule, it’s held. The customer is told their quote is with you for a final price — no number is revealed.
• Reactivation nudges — win-back messages to past customers who haven’t been back in a while.
• Review requests — the agent drafts messages asking happy customers for Google reviews.
• Site proposals — the agent spots improvements to your website and proposes them for your approval.
• Agent knowledge gaps — when the agent can’t answer a recurring question, it flags the gap and asks you to teach it the answer.

Success: the approved draft is queued for delivery and the decision clears from the queue.

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What the agent never does

These are hard boundaries — the agent will never take these actions, regardless of context:

• Quote a price it made up — the agent never invents a number. Every quote is computed from your published price book, server-side. If the price book doesn’t have a cell for the requested service, package, and vehicle class, the agent tells the customer it can’t price the job and escalates to you.
• Reveal a held quote’s price — when a quote is held for your approval, the agent tells the customer their quote is with you. It never states the number, even if the customer asks.
• Spend money or make charges — the agent cannot make purchases, transfer funds, or modify billing. Only you can connect Stripe, change plans, or process refunds.
• Delete customer data — the agent cannot delete customers, vehicles, quotes, or conversations. Deletion is a manual action you take in the Garage (your customer and vehicle records) or inbox.
• Change your business profile — the agent cannot edit your business name, address, hours, or contact information. It can propose changes through the assist bar, but you review and accept every edit.
• Publish website changes without you — the agent can propose site edits, but only you can click Publish.
• Override your guardrails — instructions like “never quote repair prices” or “don’t book past 6pm” are hard rules the agent follows without exception.

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How the agent decides what to do

The agent follows a priority order:

1. Guardrails — your standing instructions (never/always rules) are the highest priority. They override everything.
2. Your price book — pricing comes from your published rates, recomputed server-side. The agent can’t deviate.
3. Your approval rules — thresholds and review rules you set in the price book determine what’s auto-sent vs. held.
4. Context — the conversation history, the customer’s vehicle, and your business profile shape the agent’s tone and suggestions.
5. Escalation — when the agent can’t help (knowledge gap, unpriced cell, customer asks for the owner), it pauses and surfaces the conversation in Today’s action items.

The agent said something I didn't want it to say

Two fixes: for a one-off, open the inbox thread and send your own message — the agent picks up the new context. For a permanent rule, go to Agent in the sidebar and add a guardrail (e.g., “never quote repair prices”). The agent follows guardrails without exception going forward.

The agent booked an appointment I didn't want

Web chat bookings are confirmed immediately — the agent doesn’t wait for approval on that channel. If you need to cancel, open the appointment in Bays (your schedule) and cancel it. To prevent future auto-booking, you can disable the booking tool in the agent’s configuration.

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Next steps