How MyAirbags gives customers 24/7 support
"It's just a seamless conversation."
MyAirbags has been rebuilding original auto parts out of Buford, Georgia since 2006: post-collision airbag module resets, seat belt pretensioner repairs, and instrument cluster repairs, all performed on the customer's own components instead of dealer replacements. More than 235,000 customers and 1,250,867 parts later, the business still runs on a single promise. Send us your part, and within 24 hours it's tested, rebuilt, and on its way back to you.
MyAirbags has run its customer communications on Aircall since 2024.
The challenge
MyAirbags asks customers to do something that takes real trust. There's no payment up front. You print a shipping label, put a safety component from your vehicle in a box, and mail it to Georgia.
Then you wait.
The wait is where the questions come from. Did you get my part? Where is it now? Is my car going to be safe when I put this back in? The repair bench turns work around in 24 hours, but questions don't keep to a shift schedule. They land at 11pm on a Saturday, from customers whose car is sitting undrivable in the driveway.
MyAirbags had already solved the outbound half of this. When a tracking number stops moving, a HubSpot workflow sends an automated check-in text that includes the customer's order number and a link to the order. It's a thoughtful piece of nurture, and it worked right up until the moment a customer replies.
Replies sat in a queue until a rep reached them the next morning, or went unanswered. When an automated check-in triggers a reply only to result in a wait time, it risks eroding trust and creating a poor customer experience.
The turning point
Vitaly had already put customer-facing AI in front of his customers once before. The business ran a different standalone AI voice agent tool (not Aircall) to answer calls during business hours.
"We tried it during regular hours and people were just hating it. It wasn't ready."
That experience set the rule for everything after it: AI that isn't ready doesn't save time, it spends trust. Today, MyAirbags runs an AI Messaging Agent for always-on support coverage and an AI Voice Agent to handle after-hours calls, both in Aircall.
The solution
MyAirbags runs an always-on AI Messaging Agent on its main customer line, so a reply to an SMS triggered automatically via HubSpot doesn't sit in a queue anymore. The AI Messaging Agent answers the moment the customer replies.
Proven before it went live
By the time Vitaly considered a messaging agent, his Aircall after-hours AI Voice Agent had already been reading MyAirbags's website FAQs, blog articles, markdown files, and company information, and it was working. The AI Messaging Agent reads those same sources. No new knowledge base to build, no second set of answers that could drift out of sync.
Context that carries across the whole thread
This is the part that surprised Vitaly. When a customer replies to that automated tracking check-in, the AI Messaging Agent reads what came before it, picks up the order number and URL from the HubSpot message above, and answers using them.
"It's replying with exactly what's needed."
The customer never has to repeat their order number. They never learn that the first message was a workflow and the second one wasn't. They just get the appropriate answer right away.
Actions that close the loop
Through AI Actions, the agent doesn't stop at answering. It can look up orders and update contact records in HubSpot mid-conversation. The conversation that started as an automation ends as one too, with no manual admin needed after the fact.Â
The results
MyAirbags switched on its AI Messaging Agent in late May 2026. In its first two months it sent 1,011 replies to more than 350 customers. But the volume isn't the story. The timing is.
38% of replies happened outside 9am to 6pm, Monday to Friday
16% of replies went out between 8pm and 8am
53% of customers received more than one reply
Plus, English and Spanish coverage on inbound text messages, 24 hours a day
This means nearly 40% of replies are happening beyond standard working hours. Those are the messages that would normally sit overnight, from the customers most likely to be anxious about a part they've already mailed away.
And more than half of customers received more than one reply. This isn't an autoresponder. These are conversations with substance, held at hours when the alternative was silence.
Looking ahead
Vitaly plans to graduate his AI Voice Agent beyond after-hours-only and into business hours as a backup rather than the front door: give the team the first chance to answer a call, let the AI pick up what they can't reach, and always leave a path to a person.
"If you want to talk to a live person, here you go."
Advice to others
Vitaly's approach is to start where it makes sense, prove the experience there, then widen over time. His first attempt at customer-facing AI prior to Aircall failed. His second worked because he used the same instinct that built the business. As he puts it on the MyAirbags site:
"Our mission is simple: repair, reset, and reuse."
Look how well this worked out for MyAirbags. Now let's take your customer communications to the next level.Â
