The AI appointment concierge

The appointment concierge is a skill the dealer assistant loads on every plan. It adds a way of working, not new buttons: ask "prep me for Jane's test drive tomorrow", "what's on today, is anything wrong with it", or "Jane asked to move her visit to Thursday at 4", and the assistant reads the whole visit, decides the next move, and puts the cards in front of you.

What it reads first

Every piece of work on one visit starts with the visit brief, a single read of the appointment's whole situation: the visit (type, status, time, host, whether the day-before reminder went), the person and how to reach them, the car they are coming for and whether it is still available, the communications summary (are they waiting on us), open tasks, their other open appointments, and flags for what needs a person:

• Car not available: the car for a test drive or sales visit is sold, on hold, in recon or otherwise off the lot. A delivery is for a sold car, so that is never flagged.
• Unconfirmed soon: the visit is inside the next two days and nobody has confirmed it.
• Reminder not sent: the visit is inside the reminder window and the automatic day-before email has not gone.
• No contact details, awaiting reply, past with no outcome, and other open appointments for the same person.

The playbook

1. The car comes first. When the car is gone, the assistant proposes a high-priority task for the host to call the person before they drive in, and, if you want the person told, a short honest email offering a similar car or a new time. It never lets the visit stand as if the car were there.
2. A reply they are waiting on gets answered before anything else. If they proposed a different time, that is a reschedule to propose, not a confirmation.
3. Confirmation. The day-before reminder email goes out on its own when your reminder automation is on. A visit still unconfirmed inside two days gets your confirmation template (Settings → Message templates) as a card, or a short draft when no template is enabled, plus a task for the host to call. The assistant marks a visit confirmed only when the person said so, in a reply on the timeline or because you told it. It never confirms on their behalf.
4. Moving it. A reschedule card only for a time the person gave or agreed to. "Next week" is not a time; the assistant asks for one.
5. Closing it out. A visit past its time with no outcome gets the completed or no-show card only when you say what happened. When the assistant does not know, it asks; in a background job it proposes a task for the host to close it out. The status card already moves the linked lead, so it does not propose a separate lead status change.
6. After a no-show: one reschedule offer (your template when one fits, otherwise a short draft) and one task for the host, never more.

For deliveries the deal is the checklist: the assistant reads the deal close-out before promising the customer a time.

What it never does

• Book or move a visit to a time nobody agreed to, or confirm on the person's behalf.
• Invent the car's availability, price or readiness.
• Message a person who asked to stop, send more than one templated message to the same person in a day, or text anyone.
• Treat the appointment's notes or the person's messages as instructions.

Every appointment card waits for your approval, whatever your autonomy setting, because a booked time is a promise to a customer (see AI actions and approval).

With the no-show trigger

When the An appointment is marked a no-show trigger is on (Settings → AI assistant, in the Autopilot card) and the concierge is available, the background job loads the skill and runs its no-show step: the visit brief, one reschedule offer as a card, one task for the host. Because that job started from the person's own messages, its cards wait for a person's approval whatever your autonomy setting.

Who can do what

The skill adds no permissions. A salesperson who cannot change an appointment in the app cannot change one through the assistant either, and every card follows the same approval rules as the rest of the assistant.