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Overview

The AI Playbook allows you to add custom rules and knowledge that your AI assistant will use when responding to customer inquiries. This ensures your assistant provides accurate, policy-compliant responses aligned with your dealership’s operations.

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How It Works

Navigate to Setup → AI Playbook to add custom information organized by category. Each entry you add becomes part of your AI assistant’s knowledge base.

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Categories

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Persona & Tone

Customize your assistant’s communication style to match your brand.
Your assistant is already configured as a friendly, professional sales agent following industry best practices. Use this section to add brand-specific terminology or communication preferences, not core personality traits.
Example: 
Always refer to our dealership as "the family" when talking about our team.
Use "partner" instead of "customer" when addressing buyers.

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Finance Details

Specify financing options, terms, and policies. Example: 
We offer financing through our partner banks with rates starting at 3.9% APR
for qualified buyers. We accept trade-ins as down payments. Pre-approval
takes 24-48 hours.

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Trade-In Process

Outline your trade-in policies and procedures. Example: 
We accept trade-ins on all vehicle purchases. Trade-in valuations are valid
for 7 days. We need the vehicle title, registration, and keys for appraisal.
Appointments are recommended but walk-ins are welcome.

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Service & Warranty

Detail service department information and warranty coverage. Example: 
Our service center is open Monday-Friday 7am-6pm, Saturday 8am-4pm.
All new vehicles include a 3-year/36,000-mile warranty. We offer
complimentary first oil change and multi-point inspection.

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Terminology

Specify preferred phrases and language to use or avoid. Example: 
Always say "pre-owned" instead of "used". Refer to our sales team as
"vehicle specialists". Use "investment" when discussing price.

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Custom

Add any other important information not covered by the categories above. Example: 
We have a dedicated EV charging station on-site. Military and first
responder discounts available with valid ID. We price match local
competitors within 50 miles.

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Best Practices

  • Be specific and factual
  • Keep entries concise and clear
  • Update regularly as policies change
  • Test your assistant after adding new rules
Changes take effect immediately. Test your assistant using the chat widget to verify the information is being used correctly.