A driver gets home and something is wrong. A light on the dash, or a noise at every stop that was not there last week. It's late, your shop closed hours ago, and the question typed into your site isn't really technical. It's: do you work on my make, and can you take it this week.
The same night, somebody else with that vehicle asks their phone which shop nearby handles the make. Your name isn't in the question. Whatever comes back is built out of what can be found about the shops around you: their sites, their Google profiles, their reviews.
The general version of this sits on our parent site: AI is on both sides of the counter.
The one on your site
Answer what they asked. "Do you work on my make" has a yes or a no, and the customer needs the real one. A false yes costs them a morning and ties up a bay for nothing. Silence, or a contact form, sends them to whoever answered.
Take the year, make, and model, and the customer's own words about what the vehicle is doing. Those words should reach the counter unchanged. "Grinding at the front, worse when it's cold, started this week" is something your service advisor can work with. "Customer has a brake concern" is a note somebody has to redo in the morning.
Let the assistant name only prices you've already published, which rules out diagnostic and wear work, and that's most of it. A warning light or a brake noise can have many causes, and only an inspection narrows them down. Any number the assistant gives is a number your advisor has to walk somebody back from before the vehicle is on a lift, and the job starts with an argument. Explain how the diagnostic works. Say the cost comes off the repair only if that's your shop's policy.
It should also know when to stop. If somebody describes a vehicle that isn't safe to drive, say so plainly and offer the towing or pickup your shop actually has. Booking a walk-in for a vehicle nobody should drive isn't a lead. And the booking link should open the right store's calendar, not a shared form.