Open the booking and tap Message shop. Messages are scoped to that booking, so the shop’s team answers with your car and your job in front of them, and the thread stays on the booking for the record.
Quick actions, by stage
- Confirmed, before the visit: Running late; Reschedule request; Cancel / pick up.
- Car at the shop: Status check; Add a service.
- Work in progress: When will it be ready?; Approve extra work; Question about the work.
- Completed: Pickup arrangement; Invoice question; Issue after service.
- Any time: a free-text message.
A quick action starts the thread with the right subject so the shop can act on it without a back-and-forth. The shop replies from its dashboard; the thread shows when the shop has responded and when it is resolved, and a new message from you reopens it. Updates about the booking itself, such as the car arriving or the job completing, appear in the app on the booking.
The shop’s team is who answers here. Oto, the assistant in the app, is separate: it can bring you to the booking, but there is no live human on the other end of the Oto chat, and it cannot message a shop for you. For a formal complaint after the job, see disputes and refunds.