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title: "Service AI Glossary"
canonical: "https://resourcecenter.kenect.com/space/KSH/816840767/Service%20AI%20Glossary"
format: markdown
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Use this article as a one-stop shop in understand industry and product-specific terms related to Service AI.

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> ℹ️ # Table of Contents

> Macro (toc)

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> ℹ️ # Platform Navigation

All terms here are *tabs, menus*, *sections*, or *other locations* within** Service AI** to help you learn how to navigate and utilize our platform quickly.

**Administration: **a main tab on **Service AI** that** **controls platform-wide configurations, including users, schedules, Sophi settings, forwarding logic, and other dealership-level controls. It houses the settings needed to customize how Service AI behaves.

**Campaign Administration: **a main tab on** Service AI **that allows users to manage campaign settings, logic, stop gates, and other configuration controls behind customer-facing outreach. It is used to review and adjust underlying campaign rules.

**Campaigns [Menu]: **centralized area of the **Campaign Administration** tab that allows users to view existing automated and custom campaigns, review details, and (if permissions allow) build new campaigns using customer data.

**Campaign Schedule: **a section of the **Schedule **menu which determines when automated outreach can send messages or follow sequencing rules. It ensures messaging aligns with dealership operating hours and customer expectations.

**Closed ROs:** a menu within the **Campaign Administration **tab that provides access to post-service automated outreach, allowing you to see which follow-up messages are enabled after a repair order closes and how those messages are sequenced for customer re-engagement

**Conversations: **the main menu within the** Communication **tab where all inbound and outbound customer messages live, including AI-handled conversations and user-handoffs. Users can schedule texts, review messages, attach documents/photos, and transfer conversations.

**Customers: **a critical menu within the** Dashboard** tab that** **provides access to all customer profiles, where users can view contact information, vehicle history, campaign participation, previous conversations, and service records. It’s the dealership’s single source of truth for customer data.

**Dashboard: **a main tab on** Service AI **that holds the **Performance**, **Communication**, **Survey**, **Voice**, and **User **dashboards, giving real-time insight into campaign results, outbound delivery, customer experience, and staff usage. It's the primary tool for business reviews and account monitoring.

**Declined Work: **<span style="color: #00b8d9">*CDK Drive Only*</span>* *| a menu within the **Campaign Administration **tab that displays any automated logic with declined-service customers and manages the outreach sequence sent to recover lost opportunities, giving you insight into who is being targeted and when sends occur.

**Default Schedule:** a section of the **Schedule **menu that sets the overall operating hours for Sophi and **Service AI**, defining when AI can engage with customers across SMS and Voice.

**List Upload: **a menu within the **Campaign Administration **tab that allows you to request an automated or custom campaign be build by our* Kenect Campaign Specialists*. You can also request batching of a specific campaign here if sending messaging to more than 100 - 250 customers.

**Maintenance Reminders: **a menu within the **Campaign Administration **tab that shows customer-level data (such as mileage-based or time-based codes) configured for your dealership. This gives you visibility into which reminder sequences are active and how they’re set to trigger for eligible customers.

**My Dashboard:** a menu offered to **Service Advisor** users that acts as a personalized view of key metrics, conversations, and tasks tied to the dealership and the individual. It helps advisors quickly see what needs attention without navigating multiple menus.

**Schedule: **a menu within the **Administration **tab that contains timeframes dictating when Sophi is active, including **General**, **Campaign**, and **Team **schedules. These schedules determine when AI can send messages, respond to conversations, or route conversations/calls.

**Sophi: **a menu within the** Administration **tab that allows admin roles to control SMS-based AI settings, including response logic, greeting prompts, escalation rules, and conversation handoff behavior. It governs how Sophi engages in *text-based *conversations.

**Sophi Voice: **a menu within the **Administration **tab that allows admin roles to manage AI receptionist settings, greetings, transfer logic, supported makes/models, custom routing, and Voice Contact Lists. It defines how Voice AI answers *calls* and directs customers.

**Status Updates: **a menu within the **Campaign Administration **tab that houses appointment-related customer-level appointment data tied to your DMS, letting you view, manage, and audit the specific message flows triggered when an appointment is booked, missed, confirmed or rescheduled.

**Survey: **a menu within the **Campaign Administration **tab that lists automated post-visit feedback flows and data configured for your dealership, enabling you to review survey messaging, see when customers are contacted, and confirm which service events trigger sentiment outreach.

**Tasks [Menu]: **a menu mainly used by **Service AI** user roles that centralizes all AI-generated and user-assigned follow-ups, such as scheduling needs, customer callbacks, or actions created by Sophi during Voice or SMS interactions. It ensures no customer request or handoff gets lost in the workflow.

**Teams Schedule: **a section of the **Schedule **menu which instructs Sophi when specific advisors or groups are available to receive transferred calls or conversations. They are essential for accurate routing across Voice AI and SMS handoffs, and will have priority over your **General **schedule when routing.

**Users: **a menu within the **Administration **tab that allows admin roles to add, update, or archive employee accounts and assign roles, permissions, and message visibility settings. Proper setup ensures each user only sees the dashboards, messages, and tools relevant to their job.

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> ℹ️ # Products, Features & Functionality

All terms within this section reference our product and feature offerings, capabilities on **Service AI**, and tools your dealership can use to get the most out of our partnership.

**Appointment [Data]: **values from your connected DMS that include scheduled dates, times, advisor assignments, and appointment types. Service AI uses this information to trigger automated campaigns (like reminders or follow-ups), power Sophi scheduling logic, and populate dashboard metrics for appointment volume and completion.

**Click-to-Call: **a **Voice AI **feature that lets you make phone calls by clicking a phone number link in the UI. This helps automate outbound outreach, as no manual dialing is needed.

**Communication Dashboard: **one of the main menus within the **Dashboard **tab that shows admin roles message delivery and engagement metrics for text and email, along with hourly response trends. Users can monitor attempted, sent, undelivered messages, and filter by channel or time zone.

**Customer [Data]: **values from your connected DMS that include contact details, communication preferences, profile history, and previous interactions pulled from the DMS. This data enables accurate targeting for automated campaigns, ensures Sophi responds with the right context, and fuels customer-level reporting in dashboards.

**Customer Profile: **a copied port of your DMS’s profile or account information for a specific customer,** **storing contact details, vehicle information, notes, messaging history, VIN-matched data, and repair order history. It serves as the single source of truth for advisors and AI to personalize communication.

**Engage AI: **a sub-product of our **Service AI **offering that powers conversational SMS experiences within our product, allowing Sophi to handle campaign messaging, transfer data into our comprehensive dashboards, utilize platform scheduling to time messages, and much more.

**Employee [Data]: **values from your connected DMS that share dealership employee assignments, schedules, departments, and phone numbers synced from the DMS. Service AI uses this information to route calls via Sophi Voice, hand off SMS conversations, apply team-based schedules, and ensure tasks reach the correct staff member.

**Jump Start: **a modified version of our Engage AI sub-product allowing certain capabilities and functionality, such as custom campaign messaging, scheduling to allow Sophi handling, and minimal dashboard data.

**Operation Codes: **<span style="color: #00b8d9">*OpCodes*</span>* *| service task identifiers pulled from your DMS that help **Service AI** understand what work was performed or recommended. They power campaign targeting (like Declined Work or Maintenance), filter customer needs, and enable Sophi to give accurate status updates or next-step guidance.

**Performance Dashboard: **one of the main menus within the **Dashboards **tab, offering admin roles revenue, RO counts, appointments, and campaign-level results for a selected date range. Users can filter campaigns, view daily performance, and hover over graphs for detailed RO metrics.

**Pre-CSI Pulse Surveys:** NPS or Sentiment surveys sent via campaigns, allowing dealerships to gain insight into the overall customer experience and view of the business from the customer’s lens.

**Repair Order [Data]: **values from your DMS that contain service details, op codes, pay types, status updates, and completion timestamps. Service AI relies on this data to trigger campaigns (such as Declined Work, Closed ROs, or Status Updates), support Sophi’s ability to answer service-status questions, and attribute revenue in performance dashboards.

**ROI Reports: **a **Service AI **feature that analyzes whether an investment—like training, equipment, or marketing—produced a positive financial return. They compare costs against revenue or savings generated, and are sent monthly to all Service AI customers.

**Service AI: **a main product offered by Kenect, targeting our dealerships with service needs. This product can automate customer outreach, handle inbound communication, and support dealership workflows using Sophi, our AI agentic assistant. It centralizes dashboards, conversations, scheduling, messaging, and reporting to keep your dealership’s bays full and communication consistent.

**Survey Dashboard: **one of the main menus within the **Dashboards **tab that displays customer satisfaction metrics, survey completion trends, and patterns in customer feedback. Admin & Agent user roles can use this to track post-service experiences and identify areas for operational improvement.

**Tasks: **action items automatically created when Sophi needs a human to complete something—like finalizing an appointment, reviewing an RO status, or calling a customer back—or when a user manually assigns follow-ups. They exist to close the loop on any workflow the AI can’t finish on its own and keep communication reliable and trackable across the dealership.

**Vehicle [Data]: **values from your DMS that offer VIN, make, model, year, mileage, and service history pulled from the DMS. It powers campaign logic (like maintenance reminders or model-specific outreach), enhances Sophi's accuracy when answering vehicle-related questions, and improves dashboard insights tied to vehicle trends.

**Voice AI: **a sub-product of our **Service AI **offering that manages inbound and outbound calls through Sophi, acting as a 24/7 receptionist, scheduler, and transfer assistant. It collects caller details, books appointments, answers general questions from DMS-integrated data, and routes calls using dealership schedules.

**Voice Dashboard: **a main menu within the **Dashboards **tab that summarizes call activity across receptionist, scheduler, and transfer workflows, including call volume, routing trends, and performance of Sophi Voice. It helps teams understand how Voice AI is handling inbound calls and where human follow-up is needed.

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> ℹ️ # Campaigns Hub

All terms within this section will focus on our **campaigns **feature.

**Appointment Reminder Campaigns: **sends 24-hour reminders for scheduled appointments within the DMS, alerting customers of their upcoming visit and reducing no-shows.

**Automated Campaigns:** message outreach designed to run without manual management. Service AI will scan your DMS and look for which customers to target that day based on triggers within both your system and our product.

**Batching: **breaks your messaging requests into smaller groups to prevent overwhelming your customer, messaging systems, or the dealership’s BDC. It schedules outreach over multiple days so customers receive messages in controlled waves.

**Campaigns [Feature]: **messaging outreach sent through the power of Engage AI, allowing easy and efficient communication with your customers to drive revenue, build customer reputation, and notify individuals of dealership changes.

**Campaign Type: **The core DMS trigger or purpose of a campaign, giving insight into how the automated or custom campaign should be used.

**Campaign Triggers: **DMS data changes or in-platform configurations that activate a campaign to send messaging (e.g., RO status, sequencing, stop gates, purchase anniversary, etc.).

**Custom Campaigns: **a catch-all for all *custom campaign* requests that don’t fit within any listed types; perfect for dealership promotions or one-off sales initiatives.

**Declined Services Campaigns: **activates after the RO closes, contacting customers who declined recommended work and encourages them to revisit those services, using DMS-coded declined lines to determine who qualifies.

**Happy Birthday Campaigns: **initiates birthday messaging on the customer’s birthdate using DMS data, combining well wishes with an optional service offer or dealership prompt.

**Custom Campaigns: **<span style="color: #00b8d9">*CSV *</span>| (also known as CSV campaigns) use OEM/DMS-provided lists that are cleaned by the Kenect team before sending. These lists determine which customers the outreach targets.

**Maintenance Interval Campaigns: **sends time- or mileage-based service reminders using dealership-configured intervals (ex: 30, 90, 150 days), prompting customers when their vehicle is due or overdue for routine maintenance.

**Missed Appointment Campaigns: **triggers when an appointment is marked ‘No Show’ in the DMS, automatically sending a reschedule prompt to recover lost appointments as quickly as possible.

**Net Promoter Score Campaigns: **shares a 1–10 loyalty survey after completed service visits, categorizing responses into promoters, passives, and detractors using the standard NPS scoring model.

**OEM Priority Campaigns: ***custom campaign* messaging created by uploading an OEM-provided list to target retention, service effectiveness, and other influence areas.

**Opt-In Campaigns: **captures opt-in with your dealership to ensure your customers have consented to receiving SMS campaign messaging.

**Purchase Anniversary Campaigns: **reaches out on an annual anniversary based on the vehicle purchase date, pairing a celebratory note with an optional service or trade-in call-to-action.

**Recall Campaigns: **[custom campaigns only] creates messaging targeting customers flagged with active recalls using DMS data obtained by OEM service portals, help your dealership schedule safety-related service and capture easy revenue.

**Revenue Tracking: **uses DMS-connected RO and appointment data to attribute customer pay back to specific campaigns. Toggled on and off from the **Campaigns **menu, this data powers the **Performance Dashboard**, enabling dealerships to measure ROI and understand which campaigns generate meaningful service revenue.

**RO Closed Campaigns: **triggers after an RO status switches to ‘Closed’, notifying customers their vehicle is ready. Can include configurable follow-up prompts for future service needs.

**RO Opened Campaigns: **sends messaging as soon as the repair order is opened within the DMS, confirming the vehicle is checked in. This creates a live conversation thread for questions during the service visit.

**Sentiment Campaigns: **sent 1 day after a service interaction, this quick-response survey captures positive, neutral, or negative feedback using a single tap, giving the dealership real-time insight into customer experience.

**Sequencing: **The order and timing of messages within a campaign (e.g., initial message → follow-up → final nudge). Automated campaigns often have preset sequencing based on DMS data.

**Service Introduction Campaigns: **sent shortly after a vehicle purchase (depending on stop gates), this option introduces customers to the dealership’s service department and informs them of available offerings using purchase date from the DMS.

**Sophi Powered: **the capability of campaigns to be handled by Sophi, allowing it to effectively respond to customers with scheduling appointments, handle general questions, or hand off to a dealership employee or advisor/writer if needed.

**Status Update Campaigns: **offers milestone updates when an active RO moves into dealership-configured statuses (‘In Progress’, ‘Waiting on Parts’, ‘Ready for Pickup’, etc.), helping customers stay informed throughout the service workflow.

**Stop Gates: **Rules that prevent a campaign from sending if the customer no longer qualifies. Current stop gates tie to RO Closed, RO Opened, Appointment, Messaged, OEM, Require Opt-In, OpCode, and Labor Type.

**Telematics Campaigns: ***custom campaign* messaging generated from lists through the OEM service portals or dealership databased for active recalls, helping capture revenue efficiently from necessary maintenance checks.

**Variables: **Dynamic fields inserted into campaign messaging, such as customer name, vehicle, VIN, appointment date, mileage, or other key indicators.

**VIN Matching: **an option on the **Customers **menu our Kenect Campaign Specialist team uses when creating campaigns, allowing **Service AI** to correctly associate uploaded customer lists with the right vehicles. This deleted duplicated information, ensuring campaigns target the intended recipients, improving message personalization, driving accurate Sophi responses, and preventing misrouted outreach or incorrect service recommendations.** **

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> ℹ️ # User Management

These terms will highlight different user roles that are on **Service AI**.

**Agent [Role]: **a user role within** Service AI **that usually work in the BDC or call center, responding to inbound messages/calls, accept AI handoffs, and scheduling customer appointments using our products tools. For smaller dealerships, advisors or general dealership staff are best to be assigned this role.

**Contact Center Manager [Role]: **an admin role on **Service AI **that oversees message queues, advisor performance, and AI handoffs, ensuring customers receive timely responses. They typically manage high-volume stores or BDC teams.

**Parts Advisor [Role]: **support parts-related customer questions and may receive transferred conversations or calls from Sophi when parts-specific assistance is required on an RO.

**Service Advisor [Role]: **a user role on** Service AI **that contributes to advisor performance, including Service AI messaging, service dashboards/metrics, and customer experience outcomes. Most dealership advisors and writers are assigned this permission.

**Service Manager [Role]:** an admin role on** Service AI **that oversees overall service performance, including Service AI usage, team access, dashboards, metrics, and customer experience outcomes. This permission is usually assigned to users who may oversee multiple dealerships or are in charge of a service team/department.

**Tachnician [Role]: **our most limited user role that does not have conversation or metric permissions, but may be referenced for repair order details, maintenance recommendations, or status updates surfaced by Service AI.

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> ℹ️ # General Industry Terms

These terms are widely used throughout the automotive and specialty dealership industries, however we’ve listed some clarification on how these terms interact with **Service AI** and its functionality.

**Business Development Center: **<span style="color: #00b8d9">*BDC *</span>| a dealership team conventionally responsible for responding to incoming messages, scheduling appointments, and managing **Service AI** follow-up. Having at least two to four users from this department within our product, or one user with the ‘Agent’ role for those who don’t have a BDC, helps maintain coverage when responding to campaign messaging.

**Dealership Management System: **the system of record **Service AI** connects to for real-time customer, vehicle, RO, and scheduling data. It fuels automated campaigns, Sophi’s ability to answer questions, VIN matching, appointment scheduling, and all revenue/RO-based reporting.

**Net Promoter Score:  **<span style="color: #00b8d9">*NPS *</span>| a customer loyalty metric that measures how likely customers are to recommend a business, product, or service based on a 0–10 rating, helping organizations gauge overall satisfaction and advocacy.

**Original Equipment Manager: **<span style="color: #00b8d9">*OEM *</span>| OEM information helps **Service AI **validate service recommendations and appointment types based on manufacturer-specific requirements. Can be used as a **stop gate **with campaigns, Sophi will check DMS data with this OEM detail to ensure it aligns the customer’s request with the correct service guidelines and messaging timelines.

**Sentiment: **a measure of emotional tone with customer feedback by analyzing written or spoken language and categorizing it as *positive*, *neutral*, or *negative *to better understand how customers feel about their experience.

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> ℹ️ **Kenect Support**
> ℹ️ 
> ℹ️ For general questions or concerns, please contact our technical support team, available **Monday - Friday, 7am - 5pm MT**.
> ℹ️ 
> ℹ️ - **Phone: **[385-474-8180](#)
> ℹ️ - **Email: **<u>[support@kenect.com](mailto:support@kenect.com)</u>
> ℹ️ 
> ℹ️ If you have questions about our platform’s capabilities or what other features we may have, please reach out to your dedicated*** Implementation Consultant***** **or ***Customer Success Manager***.