Vehicle status updates keep customers informed as their repairs progress through the shop. Manual checking, drafting, and sending updates across multiple systems consumes significant support staff time and delays customer communication.
Automation monitors repair status changes in real time, generates personalized messages, and routes them to each customer's preferred channel. Customers receive timely updates automatically, and support staff focus only on exceptions.
The full workflow, from trigger to completion.
The automation detects when a repair status field changes in the shop management system (e.g., In Progress, Ready for Pickup, Awaiting Parts).
The automation retrieves the customer's name, phone number, email, and repair details using the repair ID.
The automation composes a personalized, professional status message based on the repair status, estimated completion time, and customer communication history.
The automation checks the customer's communication preference and routes the message accordingly.
If email is preferred, the message is sent with the repair details and next steps.
If SMS is preferred, the message is sent to the customer's phone number.
The automation records the notification event, timestamp, method (email or SMS), and message content for audit and compliance.
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