Short answer
Car enquiries on WhatsApp often begin with a model name and a question about price or stock. A good routine asks for the same few details each time: which car, new or used, cash or finance, any car to trade in, and a time for a test drive. Then it passes the chat to a sales adviser with those notes attached.
What a car enquiry usually looks like
The first message is often a photo, a link from an advert or a few words such as "How much for this one?" Several people in the same family may write about the same car, and the customer may be comparing more than one showroom. Your adviser can do more with a short summary than with a long chat to scroll through.
What to capture from each enquiry
| Detail | Why the adviser needs it | A simple way to ask |
|---|---|---|
| The car | Make, model, year or trim the customer means | "Which car are you interested in?" |
| New or used | Decides which stock and which adviser | "Are you considering new or used?" |
| Cash or finance | Shapes the conversation that follows | "Do you plan to pay in full or to finance?" |
| Trade-in | The adviser may need to prepare a valuation | "Do you have a car you would like to trade in?" |
| Test drive | A concrete next step | "Would you like to arrange a test drive? Which day suits you?" |
| Name and how to reach them | Lets the adviser follow up | "May we have your name, and is WhatsApp the best way to reach you?" |
Ask one question at a time. If the customer asks for a person, stop asking and hand over.
What to leave to a sales adviser
- Price, discounts and offers. Decide in advance what may be quoted in writing.
- Stock and delivery dates. Answer only from information you keep current.
- Finance terms and approval. These depend on the customer and on the terms you work with.
- Trade-in values. A valuation usually needs a person to see the car.
- Test drive confirmation. Your team should confirm the time and the car.
A clean hand-over in four steps
- Summarise. Put the details above on the customer's record so the adviser sees them first.
- Assign. One adviser owns the enquiry, with one next step such as "call back" or "confirm test drive".
- Tell the customer. Say who will follow up. Do not promise a time you cannot keep.
- Review weekly. Read a few chats, correct wrong answers and add the questions that repeat.
A sample first reply
Change the brackets to suit your showroom.
"Hello, thank you for writing to [showroom name]. Which car are you interested in, and would you like to know about availability or arrange a test drive? An adviser will follow up from [time]."
One WhatsApp rule to remember
At the time of writing, Meta's rules say a 24-hour customer service window opens when a customer messages you, and once it closes you can send only pre-approved template messages. See Meta's pages on service messages and the customer service window and template fundamentals. Rules change, so check them before you plan follow-ups.
Where Growme fits
Growme is an AI workspace and CRM platform. WhatsApp is the first channel. The AI employee answers in Arabic or English from the information you give it, such as your showroom hours and frequently asked questions, introduces itself in the chat as the AI assistant, and hands the chat to your team when it does not know the answer or when the customer asks for a person. Your team can switch the AI off in any chat. It can be set up to ask for details like those above, but what it actually asks depends on how you set it up, so read its first chats before you rely on it.
- Conversations are saved on the customer's record, and tasks with an owner and a next step are created from them.
- When a customer agrees a time for a test drive in the chat, the AI pencils it in as tentative. A member of your team confirms it, and then the customer receives the invitation.
- Voice notes are transcribed. WhatsApp calls are answered by the AI, with a transcript and a summary. Ordinary phone lines are not available.
On the Pricing page: KD 50 a month covers one WhatsApp number, five users and an AI employee, each extra user is KD 10 a month, and each extra WhatsApp number is KD 10 a month. AI work is metered in man-hours and billed on top of the plan at KD 5 per man-hour. Meta's WhatsApp message fees are charged by Meta and are not part of the plan. See also Growme for car dealers.
Frequently asked questions
Should an AI quote car prices on WhatsApp?
Only prices you keep up to date, and only if you are comfortable with them being quoted in writing. Some dealers may prefer to hand price, discount and stock questions to a sales adviser.
Can the AI book a test drive?
In Growme a time agreed in chat is pencilled in as tentative. A member of your team confirms it, and then the customer receives the invitation.
Who should answer finance and trade-in questions?
A person. These depend on the customer's situation and on your partners' terms. If you set the AI employee up to ask about payment and trade-in, the answers are in the conversation on the customer's record for the adviser; what it asks depends on your set-up.
Will customers know it is an AI?
They should. In Growme the AI employee introduces itself as the AI assistant in chat, and on a call it says it is an AI if the caller asks. Offer an easy way to reach a person.
Can we follow up with someone who asked about a car last week?
At the time of writing, Meta's rules allow only approved template messages once the 24-hour customer service window has closed. Read Meta's current documentation before you plan any follow-up.