Picture this. A potential buyer calls your dealership, but instead of staying on hold, their iPhone takes over and waits silently. The customer goes about their day, only notified when someone finally answers. Meanwhile, your team may never know the call was waiting.
That is quickly becoming the new reality for dealerships with the release of iOS 26.
Earlier this month, Apple rolled out two features: Call Screening and Hold Assist. Together, these updates give iPhone users more control over incoming calls from unknown numbers and introduce the convenience of not having to actively wait for someone on the other line to become available. While these changes help consumers, they also introduce new challenges for businesses—especially dealerships—that rely heavily on phone calls to connect with prospects and customers.
This is not just a minor tweak in the phone system. It redefines the customer communication playbook, altering the way sales, service, and BDC teams must engage. Dealers who want to maintain strong connections with customers need to understand these changes and act accordingly.
What Is Hold Assist—and Should Dealers Care?
Hold Assist is a feature designed to take the frustration out of being on hold. When a customer calls a dealership and is placed in a queue, Hold Assist will automatically wait on their behalf. It navigates phone menus and hold times so the caller does not have to listen to music or stay tethered to their phone.
Only when a live person picks up does the phone alert the customer. This means callers can move on with their day rather than wasting time on hold.
While this is a welcome convenience for consumers, it creates a tricky scenario for dealerships. If your team cannot answer quickly, Hold Assist will silently hold the call, and your sales or service reps might never know a customer was waiting. This can lead to missed opportunities without any warning or notification.
The Shift: From Passive Leads to Active Engagement
The introduction of Hold Assist and enhanced Call Screening shifts customer expectations and behaviors in fundamental ways.
- Long hold times are no longer tolerated. Customers expect faster, more flexible communication.
- Calls from unknown numbers may never connect. iPhones may filter or delay unknown calls, reducing your contact rate.
- Hold queues are now invisible. Your team may never know a lead was waiting.
For dealerships that rely on phone conversations to convert leads or schedule service appointments, this presents a risk. A call that goes unanswered or unreturned can result in lost revenue and damage to customer experience or trust.
The old model, where customers simply waited on the line, is fading fast. Today’s shoppers want fast, flexible, and convenient ways to communicate.
It Is Time to Offer Customers a Better Way to Connect
If your dealership’s response times cannot match customer expectations, it is essential to provide alternative ways to engage. When a call cannot be answered immediately, customers should not feel abandoned.
This is where offering a text option becomes critical. Rather than forcing customers to wait or hang up, letting them switch to texting can keep conversations alive and lead nurturing on track.
Flip2txt fits perfectly here. Integrated directly into your phone system’s IVR, Flip2txt allows callers to switch from waiting silently on hold with Hold Assist to texting a live agent immediately. This provides customers with a fast and convenient way to get answers, book test drives, or schedule service without waiting for a live person to pick up.
Bottom Line
The changes in iOS 26, especially Hold Assist, are reshaping phone interactions. Dealerships must evolve from relying solely on traditional calls to adopting more customer-friendly communication strategies.
By offering an effortless way for customers to switch from waiting on hold to texting, dealerships keep leads engaged and reduce missed opportunities.
Flip2txt is not just a backup plan; it’s a more innovative way to meet customers where they are, on their terms, with more flexibility and better results.
Want to Learn More?
Find out how Flip2txt helps your dealership stay current with today’s customer communication preferences.
