Bilingual service scheduling: Riley books in English and Spanish

Last updated October 18, 2026

Who this is for

Spanish-speaking service scheduling is a narrow search with a clear store behind it: a drive that already hears “¿habla español?” and either has one bilingual advisor or has none on Saturdays. The nearby phrases are a bilingual AI receptionist for a dealership, a Spanish AI phone agent, and Hispanic customer service on the service line. The guest is not asking for a translated website. They are asking whether the person, or the agent, who picked up can book the car.

Riley’s Spanish is a store setting, not a slogan on a homepage. The setting is off until that store turns it on. That matters if you run a group. One rooftop can take Spanish on the service line and another can keep handing those callers to a bilingual coordinator. Both are a choice. Neither is a surprise you discover on a live call.

How it works

1. The store decides. Spanish is turned on per store. Off, every call stays the English line you had, and a caller who asks for Spanish is handed to a person.
2. The call can switch. On a store where Spanish is on, Riley switches when the caller asks for Spanish or speaks Spanish. She switches back when they ask for English. A stray word is not treated as a language change.
3. The appointment is still Xtime. The language changes what she says. It does not change where the appointment is written. Book, move, and cancel stay on the certified Xtime integration. CDK history is the same customer, vehicle, and repair-order read, in either language.

What the desk hears

A bilingual agent that cannot book is a polite transfer. The useful version books the oil change in Xtime while the conversation is still in Spanish, and puts a person on the line when the job is a recall, a diagnostic, or anything the op code will not take. The coordinator who picks up can see the CDK history for that phone number when the store has it. They are not re-asking for the year, make, and model from scratch unless the history is not there.

Staffing still matters. Spanish on the phone does not retire a bilingual advisor. It covers the hour when that advisor is with a guest at the counter, and the hour when the store is closed. The guide on serving Spanish-speaking customers on the service line is the longer version: how to think about staffing, what to ask a vendor, and how Riley’s switch actually behaves. The U.S. Census Bureau publishes how many people speak Spanish at home. We do not reprint a national percentage here. Your market is the one that decides how many bilingual people the drive needs.

What we will not imply

We will not say every store already runs Spanish. The switch is per store, and it stays off until you turn it on. We will not say a single Spanish word flips the call. The caller has to ask, or to speak Spanish clearly. We will not say vAuto, the sales inventory, is part of this service line. Casey is the sales agent, and she works from your vAuto inventory on her own calls. And we will not put a price on bilingual coverage. Book a demo and ask to hear both languages on a store that has the switch on.

What it connects to

Certified CDK and Xtime integrations · vAuto inventory (Casey). Riley books, moves, and cancels in Xtime. The CDK integration reads customer, vehicle, and repair-order history for caller lookup and for BDC Customers. Casey works from your vAuto inventory on after-hours and overflow sales calls. vAuto is not described as a certified integration. The same three are summarized on Integrations.

Sample call

Until that recording is ready, the path is the one above: Riley answers, offers an opening Xtime actually has, writes the appointment in Xtime, and hands the caller to your desk when the request should not be booked on the call.

Human handoff

The BDC desk is your staff, in the same product as Riley and Casey. A caller who asks for a person is handed to that desk. A recall, a diagnostic, or an op code Xtime will not take is not announced as booked. The call goes to the desk, or Riley takes a number for a coordinator to confirm. Anything she could not finish waits in Leads to recover.

DealersThink is live at a 16-rooftop dealer group. The group’s name is not on this page.

FAQ

Related: Serving Spanish-speaking customers · AI service scheduler · Xtime integration · AI phone agent