Role assistants and AI policies

On top of the general AI assistant, MotoDealerHQ offers role assistants: assistants set up for one job, such as sales or service, with their own tools, data and limits. AI policies let you narrow what any AI feature may see or do, for the whole dealership, a rooftop, a department, a role or one person. Both are checked by the system on every question and every lookup, not just written into the AI's instructions.

The role assistants #

Every dealership gets one assistant per template. You can adjust each one, or create extra assistants from a template (new ones start switched off).

Some limits are built into the templates and cannot be removed:

• The Sales and Service Advisor assistants never see costs, gross or other money figures, and never see other salespeople's leads.
• The Service Advisor assistant never authorizes repairs, never invents a diagnosis and never overrides a technician's or safety review.
• Parts fitment from the assistant is always marked unverified: there is no licensed fitment catalog yet.
• Department profitability reports cash flow, parts counter and web store gross as not available until there is a reconciled source.

Ask a role assistant #

1. Open Reports & AI › Assistant.
2. Choose an assistant in the picker. You only see the assistants you are allowed to use.
3. Type your question and select Ask. A conversation stays with the assistant it started with.

Customer message drafts #

The Sales and Service Advisor assistants can draft a text or email to a customer about a lead or repair order. A draft is never sent by the AI:

1. The assistant creates the draft as a proposal. It checks consent first: a text needs the customer's SMS consent and no opt-out; an email needs no opt-out. Links are not allowed in drafts.
2. A person with permission to message that customer (leads.edit and access to the lead, or service.ro.edit at the repair order's rooftop) opens Proposals, reviews the text and approves or rejects it.
3. On approval the record, the customer and consent are checked again, and the message goes out through the normal messaging system.

Customize an assistant #

1. Open Reports & AI › AI assistants & policies.
2. Select an assistant to edit it.
3. Adjust what it may use: data areas, tools, actions and required approvals, whether it may show money figures, customer details or exports (each still needs the person's own permission), a monthly usage budget, allowed models, business instructions and response style (concise, detailed or bullets).
4. Choose who may use it: departments, rooftops, roles, and specific people to allow or deny.
5. Save. The settings are checked when you save and again on every question.

A customization can only narrow things. It can never go past the platform's limits, your dealership policies, the template's built-in limits, or your own permissions. The usage budget cannot exceed the dealership's monthly AI budget. Business instructions cannot contain links, secrets or text that tries to change the rules.

AI policies #

Policies restrict what AI features may do. They are layered, and each layer can only take things away:

1. Platform limits (set by MotoDealerHQ, never liftable)
2. Your dealership
3. A rooftop
4. A department (people in several departments get the combination of their departments' allowances; any explicit denial wins)
5. A role (a role's permissions are the ceiling)
6. One person
7. The assistant's own settings

To add one, open Reports & AI › AI assistants & policies and select New policy. A policy can allow or deny features, tools, data areas (inventory, own leads, all leads, financials, service, parts, store, accounting, auctions, analytics, market), models and actions, cap money figures, block customer details or exports, and require approval.

Departments are set up under Settings › Departments (sales, service, parts, finance, management, marketing and admin come ready-made), and each person's departments are on their user page.

What the AI may never do #

Whatever any policy, assistant setting or question says, the AI never:

• places binding auction bids, buys vehicles, approves purchases or overrides purchasing limits;
• accepts trade-ins, changes budgets or transfers dealership funds;
• approves its own recommendations or works around a required human approval;
• changes users, roles or permissions;
• sees credit applications, Social Security numbers, proxy-bid maximums, passwords, API keys or other dealerships' data.

It may research and prepare proposals (for example a draft price change), which always need a person's approval.

Review AI decisions #

Every allow or deny decision is logged, without the question or answer text: who asked, which assistant and feature, the rooftops and departments, the policies applied and anything that was removed or refused. Open Reports & AI › AI assistants & policies and select Decision log. Entries are kept for 365 days.

Permissions #

Limitations #