Repair status calls
Repair status calls: answer the call, route it to the advisor who has the car.
“Is my car ready?” is a call only your advisors can answer, and it still waits behind booking calls. Cleo does not read repair orders or guess a ready time. It answers, transfers the caller to service, and takes a callback when service is closed or unavailable. See the call flow and real call counts.
The call flow
What happens when a customer asks if their car is ready.
The repair status call, step by step.
Steps shown follow Cleo's vehicle status workflow. Stores can set which service line the transfer reaches.
Customer asks if their car is ready
- Customer callsYour team rings first. Cleo picks up after the rings you set, and directly after hours.
- Cleo hears the needA caller asking about a car that is in service starts the vehicle status workflow.
- Cleo does not guessIt does not read repair order status and gives no ready time, repair timeline or diagnosis.
- Transfer to serviceCleo transfers the caller to your service department. A warm transfer briefs the person who answers first, so the advisor knows what the caller wants.
When repair status calls arrived.
Sept 22 to Oct 21, 2026. 2,429 of the 36,070 calls that reached Cleo (6.7%) were logged as a status check. Time of arrival uses the same fixed window as the call statistics page, in each line's local time.
- Monday to Saturday, 7 am to 6 pm92.5%2,247 calls
- After 6 pm4.4%106 calls
- Sunday2.3%55 calls
- Before 7 am0.9%21 calls
92.5% arrived Monday to Saturday between 7 am and 6 pm, when advisors are also on booking calls. 182 calls (7.5%) arrived outside that window. That window is a fixed sample cut, not your store's hours. A call logged as both a transfer and a status check is counted as a transfer, so 2,429 is not every call that asked about a car.
Sources: Dealership service call statistics · Service department phone scripts · Service phone hold times · How an AI phone agent handles a service call · Stevens Creek Subaru case study
How many status calls does your store get?
Count calls from customers with a car in service for a few weeks. Note who answered, how long the caller waited, and whether the advisor left a customer at the desk or a booking call to answer.
What should a caller get when no advisor is free?
Cleo gives no ready time, so decide the standard for a callback task: how soon your team calls back, and who owns it. A caller with a car in the shop wants a person and a time.
Before launch, decide which service line the transfer reaches and who works a status callback task.
Proof · Cleo call log
Real results from two Cleo dealerships.
1,678
Calls answered at Stevens Creek Subaru, Sept 21 to Oct 20, 2026
447
Booking-outcome calls at Stevens Creek Subaru in the same 30 days
112
Appointments booked at El Cerrito Honda in 30 days (captured September 26, 2026)
Each figure is one store. A booking-outcome call means a booking succeeded in Cleo’s call log. It is not a completed appointment or revenue, and these figures are not repair status calls. Your results depend on call volume, caller needs, open capacity in your schedule and your setup.
If a call is not answered within three rings in any department, Cleo steps in. This ensures no customer is left waiting or forced to hang up.
Sheriff Demitri, General Manager, El Cerrito Honda
Who does what
Cleo takes the call. Your advisors give the status.
01 · Cleo answers
Cleo recognizes the repair status call and transfers it to service. It never gives a status or a ready time.
02 · Callback
If service is closed or unavailable, Cleo takes the caller’s name, callback number and a note, and saves it as a task for your team.
03 · Your advisors
Advisors check the repair order and give the real status. Your team keeps service hours and transfer destinations current.
Cleo works with the hours, rings and transfer destinations you set. In this workflow it does not read repair order or DMS status, so the status always comes from your team.
FAQ
Still have questions?
Can an AI phone agent tell a customer their repair status?
Not Cleo. In Cleo's vehicle status workflow the agent does not read repair order or DMS status and does not guess at a ready time, a repair timeline or a diagnosis. It transfers the caller to your service department, and takes a callback request if service is unavailable.
What does Cleo do when a customer asks if their car is ready?
Does this take status calls off my advisors?
When do repair status calls come in?
Contact
Book a demo to hear a repair status call.
See how Cleo would answer “is my car ready?” at your store and where the call goes next.
