Lead Handling: Design Your Agent

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:

1. Thru SMS outreach to internet and incoming phone leads 
2. 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 two outreach channels: SMS and Email.

• Toggling a channel to the on (blue) position enables Lead Handling for that channel.
• To disable Lead Handling, toggle all active channel switches to the off (grey) position.
• After a channel is enabled or disabled, it may take up to 30 minutes for SMS/Email to start or stop sending.

Multi-channel outreach

When multi-channel outreach is enabled, the Lead Handling agent engages a lead on SMS and Email at the same time and then focuses the conversation on whichever channel the lead responds to.

• When a lead has both a phone number and an email address, the agent sends its initial message on both channels simultaneously.
   
• As soon as the lead replies on one channel, the agent stops outreach on the other and continues the conversation on the active channel only.
   
• If the lead does not reply on either channel, the agent keeps following up on both, each according to its own cadence.
   
• SMS and Email use adapted message templates so the simultaneous outreach does not read as repetitive.

Multi-channel outreach is opt-in and off by default. It is enabled during onboarding or from the "Design Your Agent" configuration screen. For leads who have only one contact method in the CRM, the agent uses that single channel.
 

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.

1. Leave the status in any AI-active state — don't change it
2. Reply manually, or use AI Reply / AI Follow Up to assist your response

3. 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.

1. Change the status to Requires Human Attention
2. The AI stops — the lead is now fully in human hands
3. Reassign back to the AI at any time if needed

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.

Agent Skill Instructions

Fullpath's Lead Handling agent includes prompts and safety measures that answer common inquiries about inventory, hours, and contact details, and escalates topics beyond its knowledge — such as vehicle offers or delivery requests — to your team. This Skill Instructions section is where those instructions may be tailored to your store.

Instructions are built and provided to the agent by describing what you want in plain language. The page has two parts:

• On the left, a chat where you tell the agent how it should behave with your shoppers.
• On the right, a live preview of the agent's configuration that takes shape as you chat.

You type instructions the way you would explain them to a teammate. The agent responds, asks follow-up questions where it needs more detail, and your configuration on the right updates as the conversation progresses. Changes save automatically — there is no separate save step.

You can define behavior such as:

• Opening message tone
• Follow-up style and when the agent follows up
• Inventory focus
• Criteria for escalating a conversation to your human Sales team

Examples of instructions you might give:

• "Keep SMS replies under two sentences. On email, include a full greeting and signature."
• "If a shopper asks about payments, hand the conversation to a human and let them know a colleague will follow up."
   

The agent's default instructions and safety measures stay in place underneath anything you add. Your instructions layer on top to customize how the agent handles each topic with your dealership's shoppers.

 

 

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