GTS Auto Repair — a WhatsApp booking bot and workshop dashboard

GTS Auto Repair is a car-repair workshop in the UAE whose customers already message on WhatsApp. We built a WhatsApp bot that books services, takes quote requests, arranges pickups and hands a chat to a person when it needs one, and a web dashboard where the workshop sees every one of those in its own queue.

Client

GTS Auto Repair · UAE

Industry

Auto repair · Automotive services

GTS Auto Repair — a WhatsApp booking bot and workshop dashboard

The brief

Turn a garage's WhatsApp from an unsorted inbox into bookings, quotes, pickups and a live-agent queue, and give the workshop one dashboard to run them from.

In the UAE, people do not fill in a garage's booking form. They send a WhatsApp message, usually at the moment something goes wrong, and often out of hours: a warning light on the dashboard, a car that jerks at a certain speed, an oil change that is overdue. For a workshop, that means the busiest channel is also the least structured one. Every chat starts from nothing, the same questions get asked by hand every time (which car, which year, what is the problem, can you bring it in or should we collect it), and the answer lives in someone's phone rather than anywhere the rest of the team can see it.

GTS needed those conversations to arrive already sorted. A booking should turn up as a booking, with the service, the car and a time. A price question should turn up with the make, model, year and the issue in the customer's own words, so whoever quotes it is not starting a new thread to find out. A collection should come with a location. And the messages that no script can handle, a fault code, a job enquiry, a car that needs a proper diagnosis, should reach a person quickly instead of dying in a menu.

The build

We built two things that work as one: a WhatsApp bot the customer talks to, and a web dashboard the workshop runs from.

The bot opens every chat with the options a garage actually gets asked for, and each one collects exactly what that request needs before a human touches it. Book a service takes the service (engine repair, oil change, painting, battery and the rest), the car, a date and time, and whether the car needs collecting. Ask for a price takes the car model, the year and the issue, which is how a request such as a 2012 Passat needing throttle cleaning, a coil check and an O2 sensor arrives as one clean line rather than a conversation. Pickup takes the customer's location and stores it as a map link the driver can open. Talk to a person is always one step away, and the customer's own message travels with the request.

On the workshop side, each flow has its own screen. Bookings lists every job with its service, car, date, time, pickup flag and status, and filters by name, date and time. Pricing Inquiries filters by phone, car model and issue, so a quote can be matched to a returning customer. Live Agent Requests is the queue of chats that need a person, searchable by keyword. Chat History keeps the full conversation behind every record, and Reports and the dashboard give the owner the totals at a glance.

The dashboard has separate logins for admin, manager, mechanic, painter and doorstep staff, so the person doing collections and the person in the paint bay each work from the same system without seeing the owner's view.

The result is a workshop whose WhatsApp works like a front desk that never closes. Structured requests land in the right queue at any hour, and the team's time goes on the conversations that actually need them. GTS also runs its search and Meta Ads with us, and both are written up separately.

Architecture