Service calls get answered and handled, day or night.

VAL answers service calls and texts, recognizes callers, books into the DMS using real advisor availability, gives repair status and transfers live calls. She runs on Status Plus.

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The VAL overview for a 30-day range: total calls, appointments booked, transfers, average handle time, time saved and revenue generated

Riley calls after closing and books with Jordan.

It’s 8:16 p.m. Riley calls Ford Cars of Jonesville to book an oil change for a 2022 Ford Explorer. VAL handles the call and texts the appointment details.

01
VAL answers with your store’s greeting.
Riley hears Ford Cars of Jonesville’s greeting, even though the service department is closed. When the store enables recording, callers also hear a spoken disclosure.
Live call
Riley · 8:16 p.m.
0:09
VAL
Thank you for calling Ford Cars of Jonesville. I’m VAL. How can I help you?
Customer
I’d like to book an oil change for my Explorer.
02
She starts looking Riley up before the first hello.
While the phone rings, VAL uses Riley’s number to find vehicles, appointments and repair orders. She sorts out which customer and vehicle are meant when a number has several. She also handles new customers and vehicles.
Caller lookup
(214) 555-0142
Customer
Riley
Vehicles
2022 Explorer · 2020 Ranger
Last advisor
Jordan
Open repair orders
None
Lookup started while ringing
03
She matches the service to the Explorer.
VAL matches the oil change to the store’s catalog code, including the right make-specific variant. She understands “Thursday morning” and can include several services in one visit.
Live call
Riley · 8:16 p.m.
0:38
VAL
Is that your 2022 Ford Explorer?
Customer
Yes. Could I bring it in Thursday morning?
Service matched · Synthetic oil change
VAL
I’ll check Thursday morning for your Explorer’s oil change.
04
She checks Jordan’s open times.
VAL checks exact appointment times and prefers Jordan, Riley’s previous advisor, when available. If Jordan is unavailable, she offers another advisor whose team can take the Explorer.
Availability
Thursday morning
9:00 a.m.
Parker · Available advisor
9:30 a.m.
Jordan · Riley’s last advisor
10:30 a.m.
Jordan · Riley’s last advisor
Thursday · Advisors who can take a Ford Explorer
05
She books Riley with Jordan.
Riley chooses Thursday at 9:30 a.m., and VAL confirms the appointment on the call. Status Plus writes the booking into the DMS in the background.
Appointment
2022 Ford Explorer
Service
Synthetic oil change
Appointment
Thursday · 9:30 a.m.
Advisor
Jordan
DMS status
Saved through Status Plus
Confirmed on the call
Riley gets the details by text.
Before the call ends, VAL texts Riley the appointment details. She can also text the store’s address or hours during a call.
Ford Cars of Jonesville
Ford Cars of Jonesville: Your 2022 Ford Explorer is booked for a synthetic oil change Thursday at 9:30 a.m. with Jordan.
07
The team can see what VAL handled.
Call detail shows an English AI summary, the transcript and tool-action cards. Intents are marked fulfilled or not, with a “handled by VAL” classification. A call that needs follow-up also creates an alert in the Actions Required inbox; Riley’s call needs none.
Call detail
Riley · 8:16 p.m.
2:41
Riley booked a synthetic oil change for a 2022 Ford Explorer on Thursday at 9:30 a.m. with Jordan. VAL texted the appointment details, and no follow-up is needed.
Customer
Yes. Could I bring it in Thursday morning?
Appointment booked · Thursday 9:30 a.m.
Intents
Book appointment
Fulfilled
The call appears in the overview.
Tiles track calls, bookings, transfers, handle time, time saved and vehicle status checks. Revenue generated shows VAL-attributed sales from Status Plus.
Overview
Ford Cars of Jonesville · Last 30 days · Demo data
Total calls
1,548
100% answered by VAL
Appointments booked
186
91% booking rate
Transferred
1,133
74% transfer rate
Average handle time
3:14
Time saved
83 h
Revenue generated
$57,223

Live call

Riley · 8:16 p.m.

0:09

VAL
Thank you for calling Ford Cars of Jonesville. I’m VAL. How can I help you?
Customer
I’d like to book an oil change for my Explorer.

Closing time doesn’t stop the next booking.

VAL books, reschedules, cancels and gives repair status after hours. When a caller needs a person, she takes a message and creates a staff alert instead of attempting a transfer.

You choose when VAL answers.: Set her to 24/7, after-hours only or off.
Your calendar sets the hours.: VAL respects your business hours, holidays and time zone.
The morning starts with a record.: After-hours capture counts bookings, changes, messages, status checks and specials shared.

After-hours capture

Last 30 days

Calls answered
137
Appointments booked
43
Rescheduled
19
Canceled
7
Messages captured
26
Status checks
34

Advisors don’t have to repeat every status update.

VAL reads the caller’s active repair orders and gives the current stage. If their vehicle is already in service, she brings it up before they have to ask.

The update comes from the repair order.: VAL tells the customer the current stage, such as awaiting parts.
The vehicle is already in context.: Caller lookup connects the phone number to the customer’s vehicles and open repair orders.
A status check stays on the call.: VAL answers from the repair order stage without inventing a completion time.

Call detail

Casey · 10:42 a.m.

VAL
Hi Casey. Your 2023 Ford F-150 is in service and awaiting parts. How can I help?
Customer
Could you text me your service hours?
Text sent · Service hours
VAL
I’ve texted you our service hours.

A missed transfer brings the caller back to VAL.

VAL transfers live calls to the caller’s advisor, service, parts, sales or the main line. The recipient presses a key to accept; if nobody answers, VAL returns and takes a message that alerts staff.

The caller can reach their advisor.: VAL can transfer directly to the customer’s own advisor.
Voicemail can’t accept the call.: Whisper screening waits for a key press before connecting the caller.
An unanswered ring gets a next step.: VAL comes back on the line, takes the message and creates a staff alert.

Call events

Morgan · 2:14 p.m.

Transfer started
Calling Jordan · Morgan’s advisor
Whisper screening
Waiting for Jordan to press a key
No answer
Transfer not accepted
VAL returns
Taking Morgan’s message for Jordan

Staff alert created

Customers can keep speaking their own language.

VAL speaks English, Spanish, French (Canadian), Italian and German. She detects the caller’s language and can switch during the call.

A language change stays on the call.: VAL switches when she detects the caller speaking another supported language.
The customer can finish the request.: VAL keeps handling the call in the caller’s language after switching.
Your team gets an English summary.: The call summary is in English, including calls handled in another language.

Call detail

Reese · 5:08 p.m.

VAL
Thank you for calling Ford Cars of Jonesville. How can I help?
Customer
Hola, quisiera cambiar mi cita para otro día.
Language · Spanish
VAL
Claro. ¿Para qué día le gustaría cambiar su cita?

The special they saw is the one VAL books.

VAL reads active offers from Service Specials Plus and presents the matching special. When she books it, she tags the appointment with the offer code so staff can see which offer the caller chose.

The specials line has its own greeting.: Set a separate greeting for callers using your dedicated service-specials line.
The code doesn’t have to sound perfect.: VAL can match an offer code even when the caller says it unclearly.
Prices stay tied to the offer.: VAL states only returned special prices; for anything else, she says the advisor will confirm.

Call summary

Avery · 11:05 a.m.

Avery called about the synthetic oil change special. VAL gave the $49.95 special price from Service Specials Plus and booked the appointment.

[OIL4995] Offer
Appointment booked
Handled by VAL

A text can move an appointment, too.

Customers text your VAL number to book, reschedule, cancel, check repair status, ask about specials or leave a message. VAL handles the request in the text conversation.

Customers can send pictures.: VAL accepts picture messages on the same number.
STOP opts the customer out.: VAL handles STOP and opt-out requests.
The conversation has a summary.: Texts stay together in 24-hour threads, with a summary for staff.

Ford Cars of Jonesville

Can you move my Friday appointment for my 2021 Ford Escape to Thursday?

Thursday has 9:00 a.m. or 11:30 a.m. Which works for you?

Thursday at 11:30 a.m., please.

Your appointment for the 2021 Ford Escape has moved to Thursday at 11:30 a.m.

An unfinished call still gets a follow-up.

VAL texts within 15 minutes when a call ends without a booking because it dropped, a booking or transfer was abandoned, or a request stayed unresolved. Eligible follow-ups can include an online booking link.

One call doesn’t trigger repeated texts.: Automatic follow-ups are limited to once per call and once per number per 24 hours.
Unresolved requests get a specific text.: AI drafts each text with the dealer’s name and no links, prices or discounts.
Staff can send a follow-up themselves.: Start with an AI draft in the dashboard, then tell it what to change before sending.

Ford Cars of Jonesville

Ford Cars of Jonesville: Hi Taylor, our call about your brakes dropped. You can book a service visit here: fcj.link/b/4TW9

Thanks. I’ll choose a time now.

Declined work gets a call without an advisor dialing.

VAL calls or texts customers about declined work and overdue service using audiences from Status Plus. Build the conversation, then schedule it within your store’s calling window.

You choose which customers to contact.: Use last service, declined work, last VAL contact, vehicle make/model/year and bought-from-us rules.
You can check the audience first.: Combine AND/OR rules with a live preview, or import a CSV of up to 15,000 contacts.
You can write the plan in one sentence.: AI Assist rewrites the conversation plan, which you can edit in the visual flow builder.

Campaign builder

Declined brake work

Declined recommended work · 214 customers

VAL opens with
Hi Quinn, this is VAL with Ford Cars of Jonesville.
Customer says
I’d like to book the brake work.
Book
Check availability and book the selected time
Send text
Send the appointment details
End
Close the call after confirming the booking

An upset caller shows up in Actions Required.

VAL flags frustrated callers with a follow-up alert in Actions Required. Staff can filter the inbox by advisor and read or unread status to find the calls that need attention.

Each alert carries a severity.: Alerts are marked LOW, MEDIUM, HIGH or CRITICAL.
Advisors can find their follow-ups.: Filter Actions Required by advisor to see the relevant alerts.
The call gives staff the context.: Open its summary, transcript and intents before following up.

Actions required

Drew
Escalating complaint after repeat calls
Critical
Skyler
Upset after missed callback
High
Rowan
Frustrated about missing update
Medium

You can see how each store handles its phones.

Store comparison puts each store on its own row, followed by a Group Total. Sort the report to compare phone activity and booking, then export it to CSV.

Calls and texts sit beside bookings.: Compare calls, texts, appointments and booking rate across stores.
Transfers have their own measure.: Compare transfer rate, handle rate and vehicle status checks.
Revenue comes from Status Plus.: See VAL-attributed revenue for each store and the group total.

Store comparison

Jonesville stores · Last 30 days · Demo data

	Ford	Chevrolet	Group total
Calls	1,548	1,012	2,560
Texts	601	392	993
Appointments	186	118	304
Booking rate	91%	88%	90%
Handle rate	89%	86%	88%
Revenue	$57,223	$36,418	$93,641

Your store decides how VAL answers.

Set VAL’s greetings, hours and instructions in the dashboard. Department numbers, recording and follow-up templates live in the same settings.

VAL settings: the numbers VAL answers, the spoken dealership name and the always-on answering mode

Callers hear your store’s greeting.: Set the main greeting, specials-line greeting and spoken dealership name.
VAL follows your store’s calendar.: Set business hours, holidays, time zone and the 24/7, after-hours-only or off mode.
Your instructions guide the call.: Add up to 1,024 characters of instructions and set department numbers for transfers.
You can hear the setup before using it.: Turn recording on or off, set follow-up text templates and make a browser test call.

You can see what happened on the phones.

The dashboard shows when calls arrive, what VAL handles and where transfers go. Separate reports cover after-hours requests and outbound campaigns.

VAL call charts: calls by day of week and calls by hour

Call patterns show up by time.: See VAL handling, call volume, events, hour and weekday charts, handle times and a busiest-times heatmap.
Transfers show where calls get answered.: Review 13 transfer reasons, 7 outcomes and answer rate by destination.
After-hours work has its own report.: Count answered calls, bookings, reschedules, cancellations, messages, status checks and specials shared.
Campaign reports follow the response.: See dialed, contacted, reached, booked, booking rate and 9 outcome types, then export to CSV.

The details are there for the rest of the call.

VAL also handles appointment notes, recent conversation context, campaign callbacks and the follow-up work staff need to see.

On every call

Appointment changes: VAL waits for a spoken yes before rescheduling or canceling and can add notes to existing bookings.
Store details: VAL answers questions about hours, holidays and the address, and automatically texts the address.
Vehicle acquisition: VAL rings all acquisition specialists, connects the first answer or falls back to the main line.
Recent conversations: VAL uses up to 10 calls or texts from the last 30 days when a caller refers back to them.
Shared phone numbers: VAL sorts out which customer or vehicle is meant when several share a phone number.

Text conversations

Picture messages: Customers can send pictures to the same VAL number they call or text.
Thread summaries: Text conversations stay in 24-hour threads with summaries.
Conversation history: Staff can open the conversations log and drill into an individual conversation.

Campaign controls

Schedule and repeat: Set starts, repeats in days or months and cool-off days; pause, resume, end or duplicate campaigns.
Retries and callbacks: Set up to 3 retries for no answer, voicemail or failure; scheduled callbacks don’t use retries.
Reusable plans: Save conversation plans as templates with booking, text, callback and end steps.
Conversation branches: Match replies by meaning, hand off to staff or transfer live to an advisor or department.
Campaign opt-out: An opt-out applies across all of the store’s campaigns.

After the call

Intent categories: VAL tags intents across 11 categories and marks each one fulfilled or not.
Timeline and audio: Review the events timeline and, when recording is enabled, play the call recording.
Handoff queues: Advisor, sales, parts and acquisition handoffs have their own queues.
Searchable call log: Search and filter the call log, then open the call’s details.
Status Plus feed: Calls and texts appear in the Status Plus customer feed; transfers are also logged in Status Plus.

Call protection

Repeat-call limit: The default spam limit is 5 calls per 10 minutes from the same number.
Banned numbers: Staff manage the ban list in the dashboard.
Forwarding-loop guard: A forwarding-loop guard protects against calls cycling back through the phone setup.
Failure fallback: If VAL fails, she apologizes and transfers the call to the main line.
Message taking: VAL takes messages and creates staff alerts instead of using an inbound voicemail box.

Setup

Six-step wizard: Work through Dealership, Greeting, Phone numbers, Hours, Instructions and Test call.
Single sign-on: Open VAL from Status Plus with single sign-on.
Dashboard theme: Choose light or dark mode from the user menu.

VAL books through Status Plus.

VAL is an add-on module that requires Status Plus. Its DMS connections handle bookings and advisor mapping, while Service Specials Plus supplies active offers.

CDK: VAL books into CDK, including through Fortellis, using Status Plus’s DMS connection and advisor mapping.
Reynolds & Reynolds: VAL books into Reynolds & Reynolds through Status Plus, using its DMS connection and advisor mapping.
Dealertrack: VAL books into Dealertrack through Status Plus, using its DMS connection and advisor mapping.

Status Plus: VAL uses its customer data, logs conversations and transfers, tracks revenue and supports single sign-on.
Service Specials Plus: VAL reads the store’s active specials and uses the returned offer prices.
Twilio: Provides the phone and text line VAL answers.

Hear VAL handle a service call yourself.

In the browser demo, VAL treats you as John Doe. You have a 2025 Ford F-150 with an active repair order and a 2022 Ford Explorer with an appointment in 5 days.

1
Your personal link comes from our team.
We review each request and email your link by hand within a few hours, and within one business day at the latest.
2
Opening the link starts your window.
Make as many calls as you like for 30 minutes after first opening it; nothing is recorded or written to a real store.
3
Try the requests your callers make.
Book, move or cancel; check status or specials; ask hours, the address or a transfer; switch to Spanish, French, Italian or German.

These are the details to know before adding VAL.

Dixon’s team onboards VAL in less than a day. The 6-step setup wizard covers your dealership, greeting, phone numbers, hours, instructions and a test call.

Yes. VAL is an add-on module that requires Status Plus. She books into the DMS through it, and its customer data feeds her advisors, teams and campaign audiences.

VAL still books, reschedules, cancels and gives repair status. She skips transfers, takes a message and alerts staff when a person is needed. Set her to 24/7, after-hours only or off, with your business hours, holidays and time zone.

VAL states only special prices returned by Service Specials Plus. For anything else, she tells the caller that the advisor will confirm the price.

Yes, during business hours VAL transfers live calls with whisper screening: the recipient presses a key to accept. If nobody answers, she returns to the caller, takes a message and alerts staff.

Hear VAL handle the calls your advisors get.

Walk through a booking, a repair-status call and an unanswered transfer. See what the customer hears and what your team sees afterward.

Book a demo

Service calls get answered and handled, day or night.

Riley calls after closing and books with Jordan.

VAL answers with your store’s greeting.

She starts looking Riley up before the first hello.

She matches the service to the Explorer.

She checks Jordan’s open times.

She books Riley with Jordan.

Riley gets the details by text.

The team can see what VAL handled.

The call appears in the overview.