Specials and coupon calls
Service specials and coupon calls: what Cleo answers from your own entries, and what goes to your service team
“Do you have any specials on brakes?” “I have a coupon from the mailer.” These calls are about money, and the answer changes by store and by month. Cleo answers a promotion question only from entries your dealership wrote, does not quote service prices, and passes what it cannot answer to your service team with the caller’s words attached.
The short answer
Can an AI phone agent answer service special and coupon questions?
Partly, and only from what you wrote. On a question about your dealership, including its promotions, Cleo is told it must look up your knowledge base first and must not answer from its own knowledge. If the knowledge base has no answer, it says it is not sure and offers a follow-up or a transfer.
Cleo has no coupon step. It does not check, apply or send a coupon.
What happens to each call
Six calls about a special or a coupon, and what happens to each.
"Do you have any specials?"
If you wrote an entry for it, Cleo answers from your entry. If nothing answers the question, it says it is not sure and offers a follow-up or a transfer instead of guessing.
"I saw a special on your website."
Cleo is told to prefer your own entry over your website. It is also told never to state a price, fee, rate or dollar amount that appears only in the website answer, because website pages carry stale specials that callers hear as a quote. It answers the rest of the question without the amount.
"What does the brake special cost?"
On its price-question workflow Cleo is told it cannot quote service prices itself and must never quote a price, an estimate or a range, even if a tool returns one. It transfers the caller to your service team with a note of what the caller wants priced, and if that transfer is unavailable it switches to a callback request.
"Will you take my coupon?"
Cleo has no step that checks or applies a coupon. If your entries say how coupons are handled it answers from them. If they do not, the question is not answered by guessing.
The caller who wants a callback about the coupon.
A callback request takes the caller's name and a number. If the caller has already said what they need, that is the note for your staff and Cleo does not ask again. It then creates a task for your staff.
The caller who wants a time.
Cleo reads the open times your scheduler returns and offers the nearest alternatives when the caller's time is taken. Whether a coupon applies is settled by your team, not by Cleo.
Which workflow a store runs
The answer depends on how the store is set up.
A dealership's workflows are attached to it individually from the workflow templates, so which workflows a store uses is set up per dealership.
Before you plan around the price-question behavior above, find out whether the store you are demoing has it attached.
What the call data can say
One number, and what it does not tell you.
In Cleo's call statistics, 2,612 of the 36,070 calls that reached Cleo, or 7.2%, ended with a question answered. The page does not break those questions out by topic, so it says nothing about how many were about specials.
Count your own: for a few weeks, note each call that mentions a special, a coupon or a mailer, and who answered it.
Source: Cleo call statistics page on callcleo.ai, Sept 22 to Oct 21, 2026, read October 22, 2026
After the call
What your team gets, and what to decide first.
01 · A special can be repeated only if it exists in your own words.
The dealership writes the facts callers ask about as knowledge base entries, and on a question about the dealership Cleo looks them up, prefers your entry over your website, and never states a price or fee that appears only on the website. If nothing answers the question, it says it is not sure and offers a follow-up or a transfer.
Write each special as a short entry with its dates and its terms. An old entry is an old answer, so retire each special when it ends.
Decide with your service manager which specials a phone agent may describe and which the team must always explain: coupon terms, exclusions, and vehicle limits.
02 · Specials work in the other direction too.
At stores with campaigns switched on, a dealership describes a campaign, imports its customer list from a CSV file and picks the calling schedule. On the call Cleo already has the customer’s name and the campaign reason, checks the scheduler’s open times, books the appointment and reads the day and time back.
03 · Five questions for your service manager.
1. Which specials are running now, and which end this month?
2. Which coupon terms must a person explain, and which can be read back as written?
3. Who owns the callback when a caller asks whether a coupon applies?
4. Does your website list specials that your desk no longer honors?
5. Which service line should a price question go to?
FAQ
Still have questions?
Can Cleo quote my service specials?
Cleo answers promotion questions from the entries your dealership wrote, and it does not state a price that appears only on your website. On its price-question workflow it never quotes a price, an estimate or a range, and transfers the caller to your service team.
Can Cleo check or apply a coupon?
What if my knowledge base has no entry for a special?
Can Cleo tell customers about a special?
Does every store have the price-question workflow?
Not necessarily. Workflows are attached to each dealership individually, so which ones a store uses is set up per dealership.
Contact
Bring your specials to the demo.
Book a demo, describe the specials and coupons your callers ask about, and hear what Cleo answers and what it hands to your team.
