Vapi Assistant Settings
Configure AI assistant for inbound number: +19739299136.Assistant ID: 9e1b22d4-4d5...
Bot-Human Escalation Configuration
Configure routing logic, escalation matrix, and fallback settings for human agent escalation
Routing Logic Configuration
Configure how calls are routed based on intent, division, and dealership
Route To:
Current Routing Rules
Manage your existing routing rules
| Intent | Division | Dealership | Routes To | Actions |
|---|---|---|---|---|
| Service Inquiry | Luxury Vehicles | London Luxury Motors | Department: Service | |
| Sales Question | Performance Cars | All Dealerships | Department: Sales | |
| Complaint | All Divisions | All Dealerships | Department: Customer Relations |
Query Categories Configuration
Configure how different types of queries are handled by the system.
LEVEL 1Basic Queries
| Category | Example Queries | Handled By | AI Fallback | Actions |
|---|---|---|---|---|
| Timings | What are your sales/service hours? | Agent | ||
| Location/Directions | Where is your dealership? How do I get there? | Agent | ||
| Contact Info | What's your email? | Agent | ||
| General FAQs | Do you sell [brand/model]? What services do you offer? | Agent | ||
| Test Drive Process | How do I book a test drive? What documents are needed? | Agent | ||
| Offers & Promotions | What discounts or financing offers are available now? | Human | Yes | |
| Basic Car Info | What's the mileage or fuel type of [model]? | Human | Yes | |
| Accessories Info | Do you offer [roof rack, floor mats]? | Human | Yes |
LEVEL 2System Access Queries
| Category | Example Queries | Handled By | AI Fallback | Actions |
|---|---|---|---|---|
| Test Drive Booking | Book/reschedule/cancel a test drive | Human | No | |
| Car Availability | Is [specific model/variant] in stock? | Human | Yes | |
| Service Appointment | Book/reschedule/cancel a service | Human | Yes | |
| Customer History | When was my last service? | Human | No | |
| Quote Requests | Can I get a quote for [model/variant]? | Human | Yes | |
| Follow-Up Requests | Can someone follow up on my inquiry? | Human | Yes | |
| Loan/EMI Info | What's my EMI amount/status? | Human | No | |
| Invoice Copy | Can I get a copy of my old bill/invoice? | Human | Yes | |
| Callback Scheduling | Schedule a call for tomorrow | Human | Yes |
LEVEL 3Escalation Queries
| Category | Example Queries | Handled By | AI Fallback | Actions |
|---|---|---|---|---|
| Sales Escalations | Salesperson misquoted price; Wrong variant delivered; Delivery delay complaints | Human | No | |
| Price or Offer Disputes | Was promised a discount that was not applied | Human | No | |
| Test Drive Complaints | Test drive vehicle wasn't available as promised | Human | No | |
| Loan or Finance Disputes | EMI miscalculation; Wrong financing term shared | Human | No | |
| Vehicle Damage Complaints | Car damaged before delivery | Human | No | |
| Repeated Service Issues | Problem not resolved after multiple visits | Human | No | |
| Warranty Rejection Issues | Denied claim with no explanation | Human | No | |
| Staff Misconduct | Staff was rude or misleading | Human | No | |
| Legal Complaints | I'm escalating legally, provide records | Human | No | |
| Multi-Department Issues | Service + Sales miscoordination | Human | No |