WhatsApp Damage Intake for Professional Auto Glass Shops

When a driver sends only a photo of cracked glass in WhatsApp, the service team still lacks critical context. The vehicle, glass position, camera and sensor equipment, damage progression, location and suitable time must be known before promising a part or procedure. A useful AI assistant does not make a definitive diagnosis from an image. It organises the record, states the safety boundary and prepares an appointment for technical verification.

Establish the Safety Boundary in the First Message

The conversation must not begin with an automated claim that the vehicle is safe to drive. If damage severely obstructs visibility, is spreading quickly or appears to compromise the glass, advise the customer to stop in a safe place and seek roadside or qualified human assistance when needed. The assistant provides general guidance; the service professional makes the technical safety decision.

Collect Nine Core Fields for Damage Intake

Do not make a vehicle identification number mandatory in the opening message. Begin with make, model, year and equipment. If the technical team genuinely needs the identifier for its catalogue, explain which characters are used and request it through the approved secure field. Offer phone verification when a customer does not want to share it in chat.

Use Photos as Review Inputs, Not Diagnosis

A close view may show the damage type but hide its position and scale across the glass. Request a wide view, close view and an image that provides scale, but never convert image quality into a final repair-or-replace decision. Reflections and screenshots can misrepresent a crack.

Ask Explicitly about Cameras and Sensors

A camera behind the windshield, rain sensor, heating or antenna can distinguish visually similar glass. If the customer does not know the technical name, request outside and inside photos around the mirror. The assistant should flag possible equipment rather than declaring it from an image, then send it for professional confirmation.

Do Not Fix the Price before Part Verification

Any preliminary range must show its date and scope. Do not create a fixed total until glass brand, equipment, calibration, mouldings and labour are confirmed. Never promise insurance coverage or an out-of-pocket amount before the policy is reviewed; show the required record and responsible human team.

Schedule around the Actual Procedure

An empty calendar slot is not enough. Repair, replacement, adhesive curing and possible camera calibration need different time and equipment. Intake may suggest a procedure class, but the appointment becomes final only after part availability and specialist capability are confirmed.

• Confirm branch and vehicle location.
• Check part availability separately.
• Keep possible calibration visible in the appointment note.
• Do not give an unverified completion time.
• Stop the bot from making new price or procedure promises after human handoff.

Separate Permission from Service Communication

Opening a damage record is not consent to future promotions. Meta's official WhatsApp opt-in guide requires a clear record of which business will send which type of message. Manage appointment and service updates separately from marketing permission.

Give Technicians a One-Screen Handoff

The handoff should contain glass position, damage type, vehicle details, equipment clues, photos, safety note, location and suitable times. Label every field as a customer statement, image inference or specialist confirmation. Never merge conflicting facts silently.

See our live-agent handoff guide for the general pattern and the pricing page for channel scope. Starting with one branch and windshield cases only makes the failure boundaries easier to observe.

Test Difficult Cases before Launch

• Confirm that one blurred photo never creates a final procedure.
• Test that the wrong model year does not produce a part promise.
• Route serious visibility obstruction to human support.
• Allow a customer who declines photos to continue by phone.
• Prevent appointment confirmation when the part is unavailable.
• Ensure records without marketing permission enter no campaign flow.

Auto Glass Service Intake with BozLat AI

BozLat AI can collect damage and vehicle context gradually in WhatsApp, attach photos to a structured record and transfer uncertain or safety-sensitive cases to a person. It does not automate the technician's judgment; it produces a more complete service record so that judgment can be made faster and with better evidence.