Liltor

Docs

Call flows you can read out loud.

Sample scripts for service, parts, and BDC. Hours and loaner rules are config. These lines are labeled samples for Cedar Ridge, a fictional rooftop used in demos.

Go-live checklist

1. Audio consent

Record and label a week or two of real calls. Advisors know recordings are on. The consent path is written before the first file leaves the store.

2. Config

Hours, loaner rules, shuttle, key-box, recall slots, and the DMS booking owner. If it is not in config, the agent will not invent it.

3. Handoff drill

One-tap to the floor. Production calls start after the drill succeeds twice in a row on a live hunt group.

Sample call flow

Service inbound, after hours

Inbound, Service, 19:42, After hours. Agent books against the next morning book and offers the key box.

Cedar Ridge Service 19:42
  1. Liltor

    Good evening, Cedar Ridge Service. You have reached the lot desk. How can I help you tonight?

  2. Caller

    Hi, I dropped my CR-V off this morning. Is it done?

  3. Liltor

    I can look that up. What is the last name on the repair order?

  4. Caller

    Walsh.

  5. Liltor

    Thank you. I have a 2023 CR-V, RO 18804, in for an alignment and an oil leak. Status is complete. Service drive closed at 18:00. I can keep the keys in the after-hours box and text you the code, or I can book a 07:45 pickup with the shuttle.

  6. Caller

    Box is fine. Can I get a loaner tomorrow? I have a 90 mile drive.

  7. Liltor

    Loaners release weekdays from 07:30 to 17:00. I can put you on the 08:00 loaner list and text you when it is staged. The oil leak is closed, so this would be a courtesy car for the drive, subject to the posted license and insurance check.

  8. Caller

    Do that.

  9. Liltor

    You are on the 08:00 list. I am texting the box code to this number now. If the leak returns, call this line and we will open a new RO. Anything else on the car tonight?

  10. Caller

    That is it.

  11. Liltor

    Thank you for calling Cedar Ridge Service. We will see you in the morning.

Handoff rule for this flow: customer asks for an advisor by name, VIN and last name disagree, or the RO is still open with a parts wait past the promised time.

Parts counter overflow

Inbound, Parts, 12:18. Agent reads ETA. Handoffs when the SKU is superseded.

  1. Liltor

    Cedar Ridge Parts, this is the lot desk. How can I help?

  2. Caller

    I am waiting on a cabin filter for a 2021 Pilot. They said Thursday.

  3. Liltor

    I can check that. Last name, or the PO number if you have it?

  4. Caller

    Mehta, PO 7721.

  5. Liltor

    PO 7721, Honda 80291-TBA-A01, on order from the PDC. Promise is Thursday 10:00. Will-call window that day is 07:30 to 17:00. I can text you when it hits the bin.

  6. Caller

    Is there a better filter? Mine keeps clogging.

  7. Liltor

    That is a counter question. I am moving you to parts with this PO and the clogging note. Stay on the line.

BDC internet lead callback

Outbound, Sales, 10:05. Agent sets a desk appointment and transfers with the transcript.

  1. Liltor

    Hi, this is Cedar Ridge calling for Alex Kim about the 2024 Ridgeline you asked on. Did I catch you at an okay time?

  2. Caller

    Yeah. Is the gray one still there?

  3. Liltor

    Stock 4418, Sonic Gray, still on the lot as of this morning. I can set a 16:30 walkaround with Jordan on the truck desk, or a Saturday 11:00. Which holds for you?

  4. Caller

    Today at 16:30. Can I talk to someone now about the payment?

  5. Liltor

    I am transferring you to Jordan with the stock number and the 16:30 hold. They will have this call on screen.

Hours, loaners, and handoff rules

Config Default on Full lot Agent behavior
Service hours Mon-Sat 07:30 to 18:00 After hours answers, books the next open stall, never invents a night drop unless the key box is on.
Loaners 07:30 to 17:00 weekdays Waitlist only after hours. License and insurance check stays with the advisor.
Handoff One tap Named person, VIN mismatch, angry owner, superseded SKU, desk deal, DMS write failure.

Lot notes

From the desk

Named for the lilt

A lilt is a pleasant rising cadence in speech. Liltor is named for the quality of the voice on the lot. Pronounce it LIL-tor. The rising mark on the i is that cadence drawn small.

Stores test us the same way every time: play a call for the service manager who has been on the phone for twelve years. If they say it sounds like us, the rooftop is ready for production traffic.

After-hours is a revenue hour

The book closes at 18:00. The phone keeps ringing. Owners call from the driveway with a dead battery, a recall letter, or a car that has been on the lot since morning. Voicemail turns those into Tuesday problems. An agent that can write the next stall and text a key-box code keeps Tuesday for the work that needs a lift.

Handoffs that teach the next call

Every one-tap handoff is labeled. The advisor’s first sentence after they take the line is the correction the rooftop model needs. Weekly tuning on Full lot is that pile, cleaned, then shipped back into the agent for this store only.