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 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 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)
   
  • 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

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
   

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.

• 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. 

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