Keep lead response moving without losing context
Work new leads and ongoing conversations across configured channels, capture intent and customer interests, and route the next step to the agent or person responsible.
- 01IntakeLead sources and inbox
- 02EngageVoice, SMS, email, web
- 03QualifyIntent and interests
- 04RouteNext action and owner
Respond with what the dealership already knows
Instead of treating every touch as a new conversation, the platform can associate available visitor behavior, lead data, prior messages, customer interests, and current ownership with the next response.
Work new leads from a visible inbox
Bring supported lead sources into an inbox, filter the work, assign ownership, and enroll qualified records into an agent task.
- Lead-source mapping
- Status and assignment filters
- Audience or inbox-based enrollment
Capture intent and customer interests during the conversation
Use conversation classifications, extracted interests, lead status, sentiment, and recommended next actions to give the team a more actionable record.
- Intent scoring and hot-lead views
- Opportunity and journey classification
- Customer-interest history
Continue on an available, configured channel
Use voice, SMS, email, and web-copilot experiences without separating the customer into unrelated channel records.
- Channel-aware conversations
- Sending identity and availability state
- Inbound, outbound, or hybrid behavior
Give the team a clear moment to step in
Surface escalations, hot leads, ownership, and next actions, then let an operator take over or send a contextual reply from the journey view.
- Human takeover and handback
- Prefilled next-action compose
- Escalation and action queues
From incoming interest to an owned next step
The workflow can remain agent-led, operator-led, or move between the two based on the situation.
- 01
Receive the lead or conversation
Capture the inbound record through a configured lead source, web copilot, message, or call.
- 02
Associate available context
Connect identity, website behavior, prior interactions, interests, and location data where available.
- 03
Engage and qualify
Use the configured agent and channel to clarify intent and collect the details the workflow needs.
- 04
Record the next action
Update classification, ownership, lead status, and recommended follow-up in the platform.
- 05
Continue or hand off
Let the agent proceed through approved tools or route the customer to a person or queue.
Make the lead queue easier to act on
The goal is not to hide the BDC behind automation. It is to reduce context gathering and make ownership, intent, and the next step clearer.
Consistent first response
Apply the selected agent, prompt, knowledge, channel identity, and task behavior to inbound work.
Visible exceptions
Surface escalations, unavailable channels, delivery failures, and high-intent customers for review.
Traceable agent actions
Review conversation history, tool activity, classifications, and outcome details after the interaction.
Continue the customer journey
Map your intake, qualification, and handoff path
Bring your lead sources, response channels, routing rules, system actions, and escalation expectations. We will scope a workflow around them.