Miles for Dealership Service Departments

Customers can ask Miles for a service appointment wherever they reach you: text, web chat, phone, and email if you turn it on. Miles books a service visit once the customer has agreed to a specific time and it has their name and a phone number or email.

• A confirmation and a reminder the day before by text; the customer can reply CONFIRM (or just C). There's also a one-hour reminder and a follow-up after a missed appointment.
• Customers can move or cancel their appointment by replying in their own words.
• If CRM sync is on, the appointment, and any change to it, is sent to your connected CRM.

Miles books the time the customer agrees to; it doesn't see your service scheduler's open slots, so set its hours and coaching rules to match your shop's capacity.

• Miles can answer calls to your dealership's number. Every call starts by saying the caller is speaking with an AI assistant and whether the call is recorded or transcribed.
• When a caller needs a person, Miles transfers the call to the numbers you set.
• If a text conversation is handed to your team, Miles can offer the customer a call back. It only calls with their consent, within calling hours, and leaves no voicemail.

When Miles hands a conversation to a person, a customer whose next appointment is a service visit goes to the service team you choose in Settings, unless they already have a salesperson. Your team gets a summary and the conversation history. See how handoffs work.

• Loyalty programs for your sold customers: a purchase anniversary, seasonal check-ins, and reminders timed from the purchase date (an estimated mileage milestone, and when the factory warranty may be ending).
• Optional review invites and post-service surveys, sent by text or email when your team schedules them.
• Miles can draft replies to customer reviews for your team to approve before anything is posted.

All of these follow the same consent rules as the rest of Relay BDC: marketing texts only to customers with consent on record, STOP honoured everywhere, quiet hours respected, and an unsubscribe link in every marketing email.

• Book into Xtime, Tekion or other service schedulers, or check their availability.
• Read repair orders, service history or declined repairs.
• Look up recalls.