CRM Settings & Appointment Reminders

This article describes the CRM Settings page in the Dashboard, including the newly added Appointment Reminder settings — who can view and edit them, where they're located, how to change them, and troubleshooting guidance. It's intended for dealership administrators and staff who manage Lead Handling Agent behavior and notifications.

The CRM Settings page controls CRM-related behavior (such as "stop the clock" and CRM note writes), configures notification recipients and schedules, and now includes appointment reminder timing. It's visible to all Dashboard users, but can only be modified by users with Edit or Admin permissions.

Note: Time-of-day selections are interpreted using the Dashboard user's time zone. Recipient input fields accept multiple email addresses.

Navigation

Click here or follow the steps below. Please ensure you are signed in to your account.

From your Fullpath Dashboard, click the Settings ⚙️ icon (shaped like a gear) in the top-right corner.
This opens the Platform Management page. On this page, click the dropdown in the far-right section, labeled Product.
From the dropdown menu, select Lead Handling.
This opens the CRM Settings page for the Lead Handling product.

Roles and Permissions

Role	Access
Admin	May view all SMS conversations, jump into and engage with the shopper via SMS, adjust Agent settings (including Appointment Reminders), and adjust other personnel user permissions.
Edit	May view all SMS conversations, jump into and engage with the shopper via SMS. May NOT adjust Agent settings or other personnel user permissions.
Read	Read only. May view all SMS conversations.

CRM Settings

Grant Fullpath permission to integrate with the dealership's CRM API. Follow the configuration steps below to complete setup.

Stop the Clock

ON: The Lead Handling Agent stops VinSo CRM lead response timers once the AI agent begins engaging a new lead. OFF: Lead timers continue as normal while the AI agent engages.

CRM Notes

ON: Fullpath writes engagement notes to the dealership CRM (conversation transcripts, alerts, appointment info as configured). OFF: Fullpath does not write notes or transcripts to the CRM.

Outreach Delay

Configure a delay (in minutes) before the Lead Handling Agent initiates outreach to a new lead. When a delay is set, the agent waits the specified number of minutes after lead submission before making first contact.

Applies to new leads only. Updates to existing leads are processed immediately regardless of this setting.
If the delay window falls during quiet hours, SMS outreach is deferred until quiet hours end. A notice is displayed in the settings UI when this condition applies. If email outreach is configured on the account, email engagement continues when a new lead comes in, without delay.
There is no upper limit on the delay value.

Important: Enabling an outreach delay automatically disables Stop the Clock. Stop the Clock cannot be re-enabled while an outreach delay is active — the delay must be cleared first.

Appointment Reminders

A configurable option lets you schedule appointment reminders based on the appointment time instead of the booking time. This gives you control over when a reminder actually reaches the shopper, rather than sending the reminder immediately after booking.

On this page, set "send reminder X hours before appointment" to enable a single reminder timed relative to the visit.

The default behavior is immediate (the reminder sends right after booking) — existing accounts keep this behavior unless the new option is turned on.
If the scheduled reminder would land during quiet hours, it shifts earlier so it always reaches the shopper before the appointment — it never shifts later.
If an appointment is cancelled, the pending reminder is cancelled with it. If an appointment is rescheduled, the reminder recalculates against the new appointment time.

Note: As with other time-of-day behavior on this page, quiet hours and reminder timing are interpreted using the Dashboard user's configured time zone.

Troubleshooting

Cannot edit settings

Confirm your Dashboard role is Edit or Admin.
If the role is correct, try clearing your browser cache or switching browsers. If the issue persists, escalate to your administrator.

Changes not saving

Inputs save automatically when your cursor moves outside the field box.
Refresh and reapply changes. If changes still fail, capture screenshots and the exact steps for internal investigation.

Recipients not receiving emails

Verify recipient email addresses for typos and ask recipients to check Spam/Junk folders.
Check the scheduled time and the recipient's time zone.
If your organization blocks external senders, whitelist Fullpath mail domains with your mail admin.

Stop the Clock not affecting CRM timers

Confirm the CRM integration is active and properly mapped to lead timers.
Verify Stop the Clock is toggled ON and that no outreach delay is configured (these settings are mutually exclusive). Verify that the Lead Handling Agent is engaging the tested leads.

Outreach Delay not applying

Confirm the delay value is set and saved in the Lead Handling CRM settings.
The outreach delay applies to new leads only. Updates to existing leads are not delayed.
If outreach fires at the end of quiet hours rather than at the expected delay time, verify that the delay window doesn't fall within quiet hours — the Lead Handling Agent defers to the end of quiet hours in that case.

Appointment reminder not sending at the expected time

Confirm the "send reminder X hours before appointment" option is turned on — if it's off, the account is still on the default immediate-reminder behavior.
If the reminder arrived earlier than the configured offset, check whether the scheduled time fell within quiet hours — the reminder shifts earlier to clear quiet hours, it never sends late.
Confirm the appointment wasn't cancelled or rescheduled after the reminder was originally scheduled — cancellations cancel the pending reminder, and reschedules recalculate it against the new time.