Single-point store
Call: After-hours service inbound.
Action: Write the first available stall after 07:30 and text the confirmation.
Handoff: Customer asks for the service manager by name.
Voice agents
Subscription agents that cover more of the operation as you add lanes.
Usage caps and overage sit on the order form in plain numbers. Service, parts, and BDC share one rooftop voice, one handoff, and one adaptation loop.
After hours
Service lane
The service phone is still the store. Liltor answers inbound, books the drive, sends reminders, and handles “is my car done” against the repair order.
What the agent does
- Inbound scheduling against advisor time and stall capacity
- Status on open ROs, including parts waits
- Loaner, shuttle, and after-hours key-box rules from config
- Triage to the named advisor when the customer asks for a person
Typical book: Mon-Sat 07:30 to 18:00. After hours covered on Full lot.
Counter
Parts
Counter overflow, ETA, and special-order status. The agent reads the SKU, the warehouse promise, and the deposit rule. Handoff when the line needs a counter person.
What the agent does
- Will-call and special-order status by RO or PO
- ETA from the stocking source you already use
- Deposit collection path handed to your cashier process
- Handoff when the SKU is superseded, backordered, or priced on request
BDC
Sales and BDC
Internet lead callbacks, appointment setting, and outbound follow-up. Transfer to a desk with the transcript so the salesperson walks in warm.
What the agent does
- Same-day callback on web leads during posted BDC hours
- Test-drive and video-walkaround booking on the desk calendar
- No-show recapture the next morning
- One-tap transfer to the assigned closer, transcript attached
Handoff
One tap, then the next adaptation.
The agent stays on the line until a person takes it. The recording and the transcript feed the rooftop model that week.
- Call in Hunt group or DID lands on Liltor for the posted hours and after hours.
- Act Book, status, or follow-up against DMS, parts, and the desk calendar.
- Handoff Advisor, counter, or closer takes the live call plus notes.
- Adapt That rooftop’s next week sounds more like the people who took the handoff.
Use cases
Call type, booking action, handoff rule.
Group
Call: Overflow across rooftops on Saturday.
Action: Keep each book local. Never offer a stall at a sister store unless config allows it.
Handoff: Group CIO’s named ops line for DMS write failures.
Seasonal surge
Call: First freeze, batteries and tires.
Action: Cap waiters, offer next-day, keep loaner rules tight.
Handoff: Waitlist longer than the posted max, or a fleet account.
Recall spike
Call: OEM recall inbound for a week.
Action: Book recall-only slots you loaded. Read the campaign ID back.
Handoff: VIN mismatch, prior failed campaign, or an angry owner.
For dealers
Personas we walk the lot with.
Logos wait until legal clears them. These are the people in the room on a walkthrough.
Dealer principal
Owns the rooftop P&L. Cares that after-hours stops leaking, that the voice sounds like the store, and that a person can take the call in one tap.
Fixed-ops director
Owns hours, loaners, and the service book. Cares that the agent writes clean ROs and only the stalls that exist on the book.
Group CIO
Owns DMS, telephony, SSO, and retention. Cares that Liltor sits under one agreement, with US residency options on the order form.
Integrations
Confirm your stack on the walkthrough.
Common families we map. Porting is a project we schedule. Telephony partners sit under Liltor’s agreement.
| Layer | Families we see on lots | What we need from you |
|---|---|---|
| DMS | CDK, Reynolds and Reynolds, Dealertrack, Tekion | A booking owner, hours, and a write path for appointments |
| Telephony | Existing hunt groups, SIP trunks, posted DIDs | A porting window and after-hours routing |
| Calendars | Service books, advisor time, loaner boards, BDC desks | Which book is source of truth per lane |