Overview
The Fullpath Lead Handling Agent is a paid Activation Product that uses AI to intake, engage, and qualify incoming Sales leads on behalf of a dealership — with the goal of setting appointments and getting the right leads a quality, immediate follow-up. Design Your Agent is where dealership personnel configure how that agent communicates: which channels it uses, when it's active, how persistently it follows up, and what it's allowed to say.
Most of this page is standard configuration — toggles, sliders, a working-hours schedule. The one exception is Skill Instructions, where store-specific behavior is set by chatting with the agent in plain language rather than filling out a form. That chat produces a live, readable summary of the agent's current instructions, which can be tested before it goes live and copied across other stores in a dealer group.
How It Works
The page is built around two connected pieces:
-
Agent Configuration — the structured settings: agent name and voice, channels, response behavior, and working hours. These fields save automatically as they're changed.
- Skill Instructions — a chat where store-specific behavior is described in plain language. The agent's default prompts and safety measures always stay in place underneath; instructions added here layer on top to customize how it handles specific topics for this dealership's shoppers.
Every time Skill Instructions are saved, it creates a new version. A version selector at the top of the page lets you look back at how the agent's instructions have changed over time — opening a past version shows it in read-only mode; it doesn't roll the live agent back automatically.
Where to Find It
Dashboard > Activation > Lead Handling > Design Your Agent
https://dashboard.fullpath.com/lead-handling/design-your-agent
Who Has Access
| Permission Level | Can Do |
|---|---|
| Admin | View all SMS conversations, jump into and engage with the shopper via SMS, adjust Agent settings, copy Agent instructions to other stores, and adjust other users' permissions. |
| Edit | View all SMS conversations and jump into and engage with the shopper via SMS. Cannot adjust Agent settings or other users' permissions. |
| Read | View all SMS conversations only. |
How to Use It
Agent Name & Voice
The Agent name is used in the initial outreach to leads. If someone from the dealership jumps in and handles part of a conversation, the name switches to indicate which dealership user sent the message. It's recommended to keep this name short — human-like names build personal connection and trust in retail roles. If nothing is set here, the agent defaults to "Mai."
Channels
SMS is the default channel and covers both internet leads (always on) and, optionally, phone call leads. From there, channels can be extended:
| Channel | Details |
|---|---|
| SMS | On by default. Cannot be turned off. |
| Internet Leads (under SMS) | Always on — internet-sourced leads are always engaged over SMS. |
| Phone Call Leads (under SMS) | Optional toggle. When on, leads that come in as phone calls are also engaged over SMS. |
| Optional. Off by default — can be enabled as a standalone outreach channel. | |
| SMS Follow-up (under Voice Agent) | Optional toggle, available once Voice Agent is enabled. When on, the agent follows up over SMS after a voice interaction. |
When both SMS and Email are enabled, a separate Multi-channel outreach toggle appears, letting the agent engage a lead on both channels at once and focus on whichever one the lead responds to first.
Response Behavior
Response Behavior is a single Follow-Up Timeframe slider: how long, in days, the agent should keep trying to reach an unresponsive lead before giving up. It's adjustable across a 1–30 day range.
Follow-up messages are sent at the times customers have historically been most responsive, based on aggregated data — an info icon next to this section surfaces the specific timing for your store. Finer cadence behavior (how assertive or spaced-out follow-ups should feel) is set through Skill Instructions rather than a separate dropdown.
The agent initiates in English, but most spoken languages are supported — it responds and engages in whatever language the shopper uses. Learn about configuring individual conversation preferences per shopper here.
Agent Working Hours
Controls when the agent is active and responding to leads:
- Working times can be configured independently for each day of the week, with multiple on/off intervals per day.
- A separate toggle controls whether the agent should reach out to leads that arrive outside those working hours as soon as its shift begins, rather than leaving them for a human to pick up.
Skill Instructions
This is where store-specific behavior is tailored — instructions are written the way you'd explain them to a teammate, not configured through fields. The page has two parts: a chat on the left where instructions are described in plain language, and a live Instructions summary on the right that updates as the conversation progresses and shows when it was last updated and by whom. Changes save automatically — there's no separate save step.
You can define behavior such as opening message tone, follow-up style, inventory focus, and criteria for escalating a conversation to your human Sales team. For example:
- "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."
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"
Test Your Agent
Before instructions go live to real shoppers, test them from the Test Agent menu at the top of the page. Two modes are available:
-
Test Agent in Chat: Opens a simulated conversation right in the dashboard. Responses are generated live against the agent's current configuration — including any unsaved changes — so it's a fast way to sanity-check instructions before saving.
- Test Agent On Your Phone: Generates a test lead so the agent's actual outreach can be seen on a real device, the way a shopper would experience it.
This gives your team a way to build trust in the agent's behavior before it's live, and to catch anything that reads wrong before a shopper sees it.
Copy to Selected Stores
For dealer groups, Admins can copy the current Skill Instructions to one or more other stores in the group from the Copy to Selected Stores button above the Instructions summary. This is useful for rolling out a consistent voice and set of rules across the group without rebuilding instructions store by store.
Page-Level Notes
- There's no global date range or filter on this page — each section is an independent setting.
- Agent Configuration fields save automatically; Skill Instructions save as you chat, with no separate save step.
- Every save to Skill Instructions creates a new version, viewable (read-only) from the version selector at the top of the page.