Lead Handling: Conversations

Overview

The Fullpath Lead Handling Agent is a paid Activation Product that uses an AI agent to intake, engage, and qualify incoming leads on behalf of a dealership with the express goal of setting appointments and stopping the clock for immediate quality followup. The agent accomplishes this in a few ways:

1. Thru SMS outreach to internet and incoming phone leads 
2. Thru Email campaigns delivered via AA with specific templates

Scope

The Conversation Dashboard page is where all SMS interactions with Shoppers may be viewed as well as where a Dealership employee may jump in and pick up a conversation with a Shopper which requires human engagement. 

This article describes the Conversations Page for the Fullpath Lead Handling Agent. It explains what’s on the page, how to use it to review and take over AI-managed conversations, and important behaviors to be aware of.
 

Navigation

Dashboard > Activation > Lead Handling
https://dashboard.fullpath.com/lead-handling/conversations 

Roles & permissions

• Dashboard users with Edit or Admin permissions may view and use the Conversation Dashboard to engage with shoppers.
   
• Users without those permissions can’t take actions from this page.

Page overview

The left side column contains list of all Shopper conversation with timestamp. Click any name to open the expanded conversation into full view within the center panel.

Channels: Conversations may be viewed all together or separated by Channel (SMS, Email)

Date Range:  Conversations may be viewed within a specific date range (default is last 30 days)

Status: Conversations may be viewed according to Status (requires human attention, Ai active, Ai awaiting reply etc.) 

Center pane (expanded conversation): Full conversation thread between AI agent and Shopper, action controls, and conversation metadata.

Reply Settings

• Replies may be crafted for either SMS or Email. 
• If more than one email or phone number is associated with the account, and that Shopper's communication preferences allow for multiple contact details to be used, a drop down will allow users to select which phone number / email should be sent the reply.
   

Ai Conversation Preferences

Conversation preferences may be set and adjusted per shopper / per conversation by clicking on the preferences icon in the reply section.

These preferences are supported by 2 Ai configurations:

• Ai Followup: toggling this ON means the Agent will proactively reach out to the Shopper according to configurations set in the system level - Design Your Agent settings 
• Ai Reply: toggling this ON means the Agent will reply to all incoming Shopper messaging according to the configuration set in the system level - Design Your Agent

3 States Supported

1. Both ON
2. Both OFF
3. Follow up OFF with Replies ON

Categories (filters / tags)

Dealer employees with edit and admin access may manually change the status of a Lead by clicking on the status dropdown menu and selecting a new or more relevant category:




 

• Requires Human Attention: The prompt contains topics that the AI is configured to forward for human review and handling. We err on the side of escalating so that your dealership does not miss an opportunity mistakenly. The Agent may decide that human intervention is needed due to many cases, such as:
       a)  The shoppers needs weren't fully satisfied by Agent
       b)  The Agent said 'someone will be in touch' / 'I'll have someone get back to you'
       c)  A phone call appointment was discussed
   
• AI Active Conversation: The Agent is engaging with the lead, but the interaction is not complete
   
• AI Awaiting First Reply: The lead has not responded 
   
• Appointment Set: (Supported only by VinSolutions CRM) An appointment has been set for the Shopper through the internal VinSolutions system.
   
• Unresponsive: Conversation is considered concluded after 10 minutes of no response from the lead.
   
• Not In Market: Shopper indicated they purchased elsewhere or bought within the last 60 days.
   
• DNC: The Shopper has requested the Dealership NOT contact them

Conversation handling (behavior)

1. By default, when a lead replies, the AI agent engages to qualify and attempt to set an appointment.
   • Conversations can occur anytime during the configured follow-up window (default up to 13 days).
      
2. A conversation is considered concluded after 10 minutes of no response from the lead.
   • After concluding, the AI writes and sends a summary note to the CRM.
      

3. If you disable AI REPLY on a specific SMS thread - the Ai Agent will NOT auto reply to incoming messages from this lead

   
   
   
   
   
    

4. If you disable AI FOLLOWUP - the Ai Agent will NOT follow up after the conversation has concluded (if ENABLED - these settings are configured under the Response Behavior section of the Design Your Agent page)
    

Important to note

By default, the Lead Handling Agent will not follow up with leads on:

•  New Years Day
•  Memorial Day
•  Independence Day
•  Labor Day
•  Thanksgiving
•  Christmas Day

The Agent will:

• Reply to leads which proactively reach out to the Agent on any of the above days

• Initiate a conversation with leads newly submitted on any of the above days
   

   

How to enable and disable the Agent in the Dashboard

Per Conversation Ai Enable / Disable

• Default behavior: Conversations are handled by the AI agent unless marked as “Needs Human.”

• Per-conversation toggle:

  1. Click the Conversations tab from the left-side navigation menu.
  2. Navigation to specific conversation
  3. At the bottom of the expanded conversation, click on the Ai Conversation Preferences link to open the preferences window:
     • Toggle OFF Ai Agent Reply to pause agent replies immediately
     • Toggle OFF: Ai Agent Follow Up to stop further follow-up cadence

   

   

Per Account Ai Enable / Disable

• Default behavior: All SMS / Email conversations are handled by the AI agent 
• Per-Account toggle:
  1. Click on the Design Your Agent page from the left-side navigation menu.
  2. Scroll to Channel settings section
  3. Toggle OFF SMS  or Email Channels to entirely pause Lead handling on the Account