DealerX communications

Overview

Every lead has one conversation with the customer. Texts, emails, logged calls and the AI sales assistant's replies all appear in the Communications card on the lead, oldest first. Reps reply from the same card.

Texts go through the dealership's SMS number and emails through its Lead inbox address, both set on DealerX → Dealerships. When a customer texts or emails the dealership, their message lands on their most recent open lead at that dealership. If they have none, a new lead is created for them (source Phone for texts, Internet for email).

Steps

Read the conversation

Open the lead.
In Communications, use All, Texts, Emails or Calls to filter.
Customer messages are on the left; rep, assistant and call entries on the right. A message that could not be delivered shows Not delivered.

Reply

Choose Text or Email above the message box.
Type the message and click Send. Your email signature from DealerX settings is added to emails.

Sending a message while the AI sales assistant is on pauses it on every channel of the lead (text and email), so you and the assistant never talk over each other. The lead shows Paused by rep and a Resume assistant button.

Log a call

Click Log a call.
Pick the Direction, the Outcome (Connected, Voicemail, No answer, Busy, Wrong number), the Duration (minutes) and add a Note.
Click Save call. The call appears under Calls and counts as contact with the customer.

Needs reply

When a customer writes and nobody (person or assistant) has answered yet, the lead shows "Customer is waiting for a reply" and appears under the Needs reply quick filter on the leads list. Your reply clears it.

Tips

A customer who texts STOP is opted out: they get your compliance reply, Do not text is ticked on their contact and the assistant switches off. Texting START (or YES) opts them back in; from anyone who has not opted out, "Yes" is just a normal answer.
Targeted texts and marketing emails sent from the leads list also appear on each timeline. See DealerX bulk actions and export.
The composer refuses texts to opted-out customers and to customers with no mobile phone, with a message saying why.