Coordinated support for test drives, deliveries, and dealer networks
Chatwoot keeps buyers, service teams, and logistics partners aligned with real-time updates, routing, and proactive notifications.
- Route by dealership, territory, or fleet type
- Proactive delivery and appointment updates
- Shared context for sales, service, and logistics teams
Key outcomes
Faster sales cycles
Respond to test-drive and inventory requests instantly with shared availability.
Happier owners
Coordinate service visits, recalls, and parts ETA in one threaded view.
On-time deliveries
Take vehicle delivery and parts updates from your own systems through the API and notify customers automatically.
Dealer consistency
Standardize tone and SLAs across franchise or partner locations.
Powered by core features
The features that keep dealerships, service bays, and logistics teams running.
I want to test drive the RAV4 Hybrid. Is Saturday morning available at your downtown location?
WhatsApp · 9:14 AM
Hi! We have the RAV4 Hybrid in stock at Downtown. Saturday 10:00 AM works great. I'll reserve a slot and send you a confirmation with directions. See you then!
Context
RAV4 Hybrid
Downtown
Sat 10, 11, 2
Test drive workflow without back-and-forth
Shoppers pick model and dealer, Captain drafts the reply for an agent to review and send, and the thread shows VIN and slot details saved as custom attributes.
- Pre-chat collects location and model preference
- Route to nearest dealer with availability
- Send confirmations and reminders via SMS/WhatsApp
- VIN and inventory details visible as custom attributes
One lane for sales, service, and delivery
CX, sales, and service share chats with VINs, appointments, and delivery windows while Captain drafts confirmations for agents to review, and canned responses and macros keep required disclosures identical at every dealer.
- Push TMS delivery status in through the Chatwoot API
- Auto-alert on delays or exceptions
- Escalate to ops with SLA timers
DEL-2847 · On schedule
3 vehicles · ETA 2:30 PM · Westside Dealer
DEL-2851 · Delayed
Parts shipment · 4hr delay · Customer notified
Auto-escalated to Ops Manager
SLA breach in 45min · Priority: High
TMS update via API
Updated ETA · Customer SMS sent · Thread updated
Plays to launch
Concrete workflows your dealership and logistics teams can use immediately.
Test drive and showroom requests
Capture details, schedule fast, and keep leads warm.
- Pre-chat collects location and model
- Route to nearest dealer with availability
- Send confirmations and reminders via SMS/WhatsApp
Service and recall coordination
Handle repairs, recalls, and part backorders without losing track.
- Tag by VIN and issue type
- Notify parts and service advisors
- Share status updates and ETAs automatically
Fleet and logistics ops
Keep logistics partners and customers synced.
- Push TMS status in through the Chatwoot API
- Auto-alert on delays or exceptions
- Escalate to ops with SLA timers
Post-sale care
Turn owners into advocates.
- Send maintenance reminders as WhatsApp or SMS campaigns
- Offer accessories and protection plans via chat
- Track satisfaction with CSAT per interaction
Platform
Infrastructure, integrations, and controls built for automotive and logistics.
Multi-location ready
Inboxes per dealership or territory with shared templates and reporting rollups.
Deployment flexibility
Cloud for speed or self-host for OEM compliance and data control.
Integrations
Bring DMS, inventory, TMS, and payment context in through the REST API or a Dashboard App so agents see it without tab jumping.
Common questions
Practical answers teams ask before rolling this out.
Can Chatwoot link conversations to VINs and cases?
Yes. Store VIN, customer ID, and warranty info as custom attributes and surface them in every thread. Custom attributes are available on the Business and Enterprise plans.
How do we manage multiple dealers or rooftops?
Create inboxes per location with shared canned responses, route by dealer or model line with automation rules and teams, and roll up analytics across the network.
Does Chatwoot support test-drive and delivery notifications?
Yes. Confirm slots and delivery windows with WhatsApp template or SMS campaigns, and have your DMS or TMS push status updates into Chatwoot through the REST API so automation rules can notify the customer. WhatsApp and SMS campaigns are on the Business and Enterprise plans. Chatwoot does not capture signatures.
Can technicians add photos from mobile?
Yes. The iOS and Android apps support file sharing, so technicians can upload bay photos or videos, and they also have canned responses, macros, private notes, and mentions.
How do we stay compliant with customer data?
Use roles and permissions to control access, review sign-in, security, and configuration events in audit logs on the Enterprise plan, and self-host when OEM or privacy requirements demand it.
Related resources
See Chatwoot for automotive in action
Bring your dealer workflows and we will configure routing, VIN context, and Captain live.