Overview
The Fullpath Lead Handling Agent is an AI-powered agent that intakes, engages, and qualifies incoming leads on behalf of your dealership — with the goal of setting appointments and getting immediate, quality follow-up started the moment a lead comes in. The agent reaches shoppers in two ways:
- SMS outreach to internet and incoming phone leads
- Email campaigns when no phone number is available
The Conversations page is where your team views every SMS and email interaction the agent is having with shoppers, and where any team member with the right permissions can step into a conversation that needs a human touch.
How It Works
Engaging & Qualifying Leads
By default, when a lead replies, the agent engages to qualify them and attempt to set an appointment. Conversations can happen any time during the configured follow-up window (13 days by default). A conversation is considered concluded after 10 minutes with no response from the lead — once that happens, the agent writes and sends a summary note to your CRM automatically.
Appointment Confirmations
When the agent books an appointment, the lead receives a confirmation message by SMS or email — whichever channel was used for the booking. That message includes an auto-generated Add to Calendar link, supporting Google, Apple, and Outlook calendars.
Existing Appointment Awareness
The agent checks for an upcoming appointment before it engages a shopper. If a shopper already has an appointment on file in the CRM — whether it was booked by a salesperson, a rep, or the agent itself — the agent will not schedule a second one or prompt the shopper to book again. This applies in two situations:
Follow-ups: Before sending a follow-up, the agent checks for an existing appointment. If one is found, the follow-up isn't sent — the conversation moves to the Appointment Set category, the lead is no longer actively worked, and nothing new is written to the CRM.
Live conversations: If the shopper replies, the agent responds with the awareness that an appointment already exists — it won't create a second CRM appointment or send a duplicate confirmation. For example:
Once a conversation is in the Appointment Set category, the agent treats the shopper as booked and won't re-engage them with new outreach.
Where to Find It
Dashboard > Activation > Lead Handling > Conversations
https://dashboard.fullpath.com/lead-handling/conversations
Who Has Access
- Dashboard users with Edit or Admin permissions can view the Conversations page and engage with shoppers directly.
- Users without Edit or Admin permissions can view the page but can't take any actions from it.
Page-Level Controls
- Channels — view all conversations together, or filter to a single channel (SMS or Email).
- Date Range — view conversations within a specific date range. Defaults to the last 30 days.
- Search — searches by name or term.
- Status — filter conversations by status (Requires Human Attention, AI Active, AI Awaiting Reply, and more — see Categories & Status Tags below).
Page Sections
Conversation List
The left-hand column lists every shopper conversation with a timestamp. Click any name to open the full conversation in the center panel.
Expanded Conversation View
Selecting a conversation opens the full thread between the agent and the shopper in the center pane, along with action controls and conversation metadata.
Reply Settings
- Replies can be sent by SMS or Email.
- If a shopper has more than one email or phone number on file, and their communication preferences allow multiple contact details, a dropdown lets you choose which one the reply goes to.
Message Feedback (Thumbs Up / Thumbs Down)
Every agent message in a conversation now has a thumbs up/thumbs down control. Selecting thumbs down opens a text box — up to 5,000 characters — where you can leave feedback directly on that message, with the full conversation already attached for context.
Note:
- Feedback is collected for review only right now — it doesn't change how the agent replies yet.
- Ratings are per user. Each dashboard user sees only their own rating on a message; if one person thumbs it down, it still shows as unrated to everyone else.
- The controls appear on agent messages only — not on inbound shopper messages.
- Switching a message from thumbs down to thumbs up clears the note you wrote.
Available to Edit and Admin dashboard users; read-only users don't see the controls.
AI Conversation Preferences
Click the preferences icon in the reply section to set conversation-level AI behavior. Two toggles control it:
- AI Follow-up — when ON, the agent proactively reaches out to the shopper per the rules set in Design Your Agent.
- AI Reply — when ON, the agent replies to all incoming shopper messages per the rules set in Design Your Agent.
3 supported states:
- Both ON
- Both OFF
- Follow-up OFF, Reply ON
Categories & Status Tags
Dashboard users with Edit or Admin access can manually change a lead's status from the status dropdown menu.
| Status | What It Means |
|---|---|
| Requires Human Attention | The conversation touched on a topic the agent is configured to escalate. We err on the side of escalating so your dealership doesn't miss an opportunity — common triggers include the shopper's needs not being fully met, the agent saying "someone will be in touch," or a phone call being discussed. |
| AI Active Conversation | The agent is engaging with the lead and the interaction isn't complete. |
| AI Awaiting First Reply | The lead hasn't responded yet. |
| Appointment Set | An appointment has been set for the shopper through the CRM. Supported only by VinSolutions CRM. |
| Unresponsive | The conversation is considered concluded after 10 minutes with no response from the lead. |
| Not In Market | The shopper indicated they purchased elsewhere or bought within the last 60 days. |
| DNC | The shopper has requested the dealership not contact them. |
How to Enable or Disable the Agent
Per Conversation
By default, conversations are handled by the agent unless marked "Requires Human Attention."
To toggle AI on or off for a single conversation:
- Click Conversations in the left-side navigation menu.
- Open the conversation you want to adjust.
- At the bottom of the expanded conversation, click AI Conversation Preferences to open the preferences window.
- Toggle AI Agent Reply off to pause agent replies immediately, and/or toggle AI Agent Follow Up off to stop further follow-up cadence.
With AI Reply off, the agent won't auto-reply to incoming messages on that thread:
Per Account
By default, all SMS and Email conversations are handled by the agent.
To turn the agent off for the whole account:
- Click Design Your Agent in the left-side navigation menu.
- Scroll to the Channel settings section.
- Toggle off SMS or Email to pause Lead Handling entirely for that channel.
Follow-up cadence and reply behavior when channels are enabled are configured in the Response Behavior section of Design Your Agent.
Important to Note
Note: By default, the agent will not send follow-ups to leads on:
- New Year's Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving
- Christmas Day
On any of these days, the agent will still:
- Reply to leads who proactively reach out.
- Initiate a conversation with leads newly submitted that day.