Overview
The Fullpath Lead Handling Agent is a paid Activation Product that uses an AI agent to intake, engage, and qualify incoming Sales 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:
- Thru SMS outreach to internet and incoming phone leads
- Thru Email campaigns delivered via AA with specific templates
Scope
The Design Your Agent Dashboard page is where Dealership personnel may configure how the agent will speak, act, and communicate with incoming Internet Sales leads.
Navigation
Dashboard > Activation > Lead Handling > Design Your Agent
https://dashboard.fullpath.com/lead-handling/design-your-agent
Roles & permissions
Admin: Admin users may view all SMS conversations, jump into and engage with the Shopper via SMS, adjust Agent settings, and adjust other personnel user permissions.
Edit: Edit users may view all SMS conversations, jump into and engage with the Shopper via SMS. They may NOT adjust Agent settings, and adjust other personnel user permissions.
Read: Read only users may view all SMS conversations.
Page overview
Agent Name
- The Agent name will be used in the initial outreach to Leads.
- If someone from the dealership jumps in and handles part of a conversation, the name will switch to indicate which Dealership User sent the message.
- It is recommended to keep this name short.
- Human-like Names: Maria, Sam, Alex, build personal connection and trust in retail roles.
- The default for this will be the same Agent name used for Audience Activation SMS.
Channels
Lead Handling supports SMS and Email:
- Toggling the channel to the on (blue) position will enable Lead Handling for SMS / Email
- To turn off and disable lead handling - toggle all active channel switches to the off (grey) position.
- Once enabled or disabled, it may take up to 30 minutes for SMS/ Email to start sending / stop sending.
Response Behavior
- You may decide on the follow up frequency which the Agent will use to engage new leads (every day, every other day, every 3 days are supported by default)
- You may also decide for how long you want to Agent to keep trying to contact the Shopper (timeframe supports anything from 1 to 30 days post lead submission)
- The default response timing is as follows:
- Monday to Friday: 2:00 p.m. local time
- Saturday and Sunday: 10:00 a.m. local time
-
it is recommended you strongly consider a timeframe of less than or up to 15 days as Audience Activation will start to engage new leads after 14 days by default
- The Agent will initiate in English however most spoken languages are supported and it will therefore respond and engage in the language used in the customer response
When to Step In: Temporary vs. Permanent Handoff
Two statuses control who owns a conversation — the AI or your team:
AI-active statuses (e.g., AI Awaiting First Reply) mean the agent is working the lead. Leave it here to let the AI keep engaging.
"Requires Human Attention" hands the lead permanently to a staff member. The AI stops until it's reassigned.
Scenario 1: You want to jump in temporarily
You're available for a few hours and want to handle a conversation yourself.
- Leave the status in any AI-active state — don't change it
- Reply manually, or use AI Reply / AI Follow Up to assist your response
-
When you step away, the AI resumes automatically
The AI picks back up where it left off — no reassignment needed.
Scenario 2: You want to take over permanently
A lead is hot, qualified, or needs a manager touch.
- Change the status to Requires Human Attention
- The AI stops — the lead is now fully in human hands
- Reassign back to the AI at any time if needed
Quick rule: |
SMS Dynamic Follow Up
Enabling Dynamic Follow Up allows users to customize the prompt that controls how the AI dynamically schedules follow-up messages. When enabled, this replaces the static Response Behavior settings.
Dynamic Follow Up adjusts follow-up message timing and frequency based on lead behavior, engagement patterns, and lead source type. It uses the CRM shopper timeline data to trigger follow-ups during peak shopper activity windows while strictly respecting all quiet hours, shopper preferences, and legal requirements.
The Dynamic Follow Up Prompt may be edited and changed by users with Admin permissions. The default prompt is:
- For phone call leads, send the first follow-up one day after the call, then follow up every other day starting after the first three days.
- For audience activation leads, prioritize sending 5 follow-up messages within the first 3 days of initial engagement, then continue with follow-ups every other day afterward.
- For all other lead sources, prioritize outreach within the first 72 hours using customer profiles and past behavior to optimize timing, then continue with follow-ups every other day afterward.
Agent Working Time / Days
These configurations refer to when the Agent should be engaging with new Leads:
- You may choose to configure working times differently for each day of the week.
- You may choose to add multiple internals (on/off) for the same day of the week.
- You may choose to select ALL DAY which means the Agent will engage with and respond to incoming leads at any time of day, 24 hours/ day
Catch Up on Missed Leads After Shift
Enabling this feature allows the Agent to reach out to leads immediately when the ON shift begins.
Primary SMS Prompt
Fullpath's Lead Handling agent is set up with prompts and safety measures to answer common inquiries about inventory, hours, and contact details. Use this section for store-specific instructions. Escalation logic is included for topics beyond the agent's knowledge, like vehicle offers or delivery requests.
Several categories of information are listed, each with an accordion expansion. Click into each category you want to edit in order to add or adjust a custom prompt for the related topic:
- The system behavior explains how the default instructions currently behave
- The custom guidelines are what YOU may add or edit to customize how the Agent should handle this topic with your Dealership shoppers.
- Users may configure the Agent to respond differently on SMS vs. email:
- If a channel is specified (e.g. "If channel is SMS..."), the behavior applies to that channel only
- If no channel is specified, the behavior applies to both SMS and email by default
- Example prompt instruction: "If channel is SMS, keep replies under 2 sentences. If channel is email, include a full greeting and signature."
Customize Logic for Human Escalation
This prompt topic allows Dealers to define specific criteria for escalating Agent conversations to the human Sales team. Dealers may determine which types of interactions require human support and tailor the Agent messaging accordingly.
Use cases:
• If a shopper uses an exclamation point, escalate the conversation to "need human" with the response:
“I want to help you better, so I’ll ask one of my associates to reach out to you.”
• If a shopper asks about payments, escalate the conversation to "need human" with the response:
“I’m not pro enough to assist with payments, so I’ll connect you with my colleague.”
Customizable Opt-Out Sentence for Lead Handling
-
Minimal Legal Compliance: the default opt-out sentence is extremely concise: “reply stop to opt out.” (this ensures full compliance).
- Customizable Prompt Box: Dealers are also provided with an optional prompt box where they can add a personalized sentence or phrase with a more conversational or casual tone before the opt-out line.
Copy Custom Prompt Across Stores
- For accounts with Group configurations set up, once users have edited and saved a prompt, a button will appear allowing users to copy the prompt to selected stores (or all) across the group.
- This prevents time wasted with copy / paste and also the likelihood of human errors.
Test Your Agent
After users have designed their agents and added or adjusted custom prompts and instructions around specific topics - it is recommended to test the update by chatting with the agent in an internal testing environment:
TIP: How to write my prompt?
- Be specific and to the point in your instruction.
- Mention when the behavior should be applied (e.g., every message, only when answering relevant questions, or other situations).
- Include an example if helpful to clarify the expected response.
- Optionally, provide keywords or trigger words that indicate when this behavior should apply.
Example:
Bob's Chevrolet does not offer discounts on new vehicle purchases. If the topic comes up, a suitable answer would be,
"Bob's Chevrolet does not provide discounts on new vehicles, but I'd be happy to pass you to a colleague to discuss available financing options."
Keywords: discount, price, deal