Lead Handling: CRM Settings

Overview

This article describes the CRM Settings page in the Dashboard, who can view and edit it, where it’s located, how to change settings, and troubleshooting guidance. It is 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) and configures notification recipients and schedules notifications. It is visible to all dashboard users, but can only be modified by users with Edit or Admin permissions.

Notes: 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.

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

Roles and 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.

General Settings — Controls and behavior

Email Sender Setup

Define the name and email address from whom customers will receive emails.

• Sender Name
  • Name linked to the email address should align with the Agent's Name
• Sender Domain
  • Fullpath Domain
  • Dealership Domain *requires additional setup 
• Sender Email Address
  • Define where replies should be sent when customers reply to a Fullpath email. 

Learn about Sender Setup guidelines and best practices here.

SMS Phone Number

To set up the dealership for SMS services, information must be provided (and verified) using the prompts on this page.

• Business Information
  • Dealership legal name and DBA (does business as)
  • Business Type
  • Business Registration Number
• Point of Contact
  • Provide and verify contact information for person(s) that may be contacted by Fullpath's third party provider to verify dealership information.
• Website
  • Verify the website url for your dealership where shoppers have consented (opted in) to be contacted via SMS. Website url must be live and public.
• Dealership Address
  • Verify the address of your dealership where shoppers have consented (opted in) to be contacted via SMS
• Opt-In & Consent
  • Ensure Compliance and Accurate Communication: Configure SMS Verification, Contact Details, and Consent

Opt-In / Opt-Out

Choose if agent should start a conversation with an Opt-in message, or an opening message with an Opt-out sentence.

• Opt-Out
  • Default Configuration includes the following message in the initial reach-out: "Reply STOP to opt out of texts from this number."
• Opt-In
  • Agent asks customer to Opt-In to receiving SMS from the dealership upon initial outreach. 
  • Dealer can specify lead sources that should be excluded from the pro-active Opt-In messaging, if desired.

CRM 

Grant Fullpath permission to integrate with the dealership's CRM API for communicating into the CRM about activity, follow the configuration steps on this page to complete setup.

General Settings that can be modified on this page:

• Stop the clock
  • ON: Fullpath’s Lead Handling Agent will stop 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 will write engagement notes to the dealership CRM (conversation transcripts, alerts, appointment info as configured).

  • OFF: Fullpath will not write notes or transcripts to the CRM.

     

Dealership Services

Select services that the dealership is currently offering for Lead Handling (e.g. Home Delivery).

Leads

• Excluded Lead Sources  
  • This section enables the Dealer  to configure specific CRM listed Lead Sources which the Lead Handling agent should never contact or process.
    • Input is free text to search then a multi-select dropdown of all mapped lead sources in the CRM
    • Note: Ensure exact spelling match with the Dealership CRM
• Email channel first by Lead Source
  • Leads sources that the agent should email instead of text
• Disable Agent Communication based on Lead Status
  • Enter lead status from the dealership's CRM to prevent the agent from making further contact with leads matching the specified status.
    • Input is free text field, status must be written as it appears in the CRM

Team Notification

• Configurable notification types:
  • Alerts on Leads Requiring Immediate Human Attention
  • Email Updates When Appointment Is Set
  • Daily Summary Email

For each notification type you can: Select users who should receive the notification, Enter one or more external email addresses (input supports multiple addresses), Set the delivery time of day (based on the active user’s time zone).

User Management

Page where Admins can manage users and user permissions (Admin, Read, or Edit) for Lead Handling.

Notes and best practices

Time zone: Notification times use the active user’s time zone. 

Multiple email addresses: Recipient fields accept multiple addresses. 

CRM integration: Enabling CRM notes or Stop the clock assumes an active CRM Link (VinSo only CRM currently supported). Verify the CRM integration is active before enabling those options.

Verification: After saving, confirm the UI indicates success and verify recipients receive a test or the next scheduled notification (if available).

UI specifics: If you need exact UI control behavior (explicit Save vs. autosave, selector styles, max recipient count or validation rules), consult your internal release notes or product owner.

Holiday Engagement: By default, the Lead Handling Agent will not follow up with leads on:

•  New Years Day
•  Memorial Day
•  Independence Day
•  Labor Day
•  Thanksgiving
•  Christmas Day

Instead, the Agent will (1) Reply to leads which proactively reach out to the Agent on any of the above days and (2) Initiate a conversation with leads newly submitted on any of the above days
 

Troubleshooting

Cannot edit settings
 - Confirm your Dashboard role is Edit or Admin.
 - If 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 is 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 the AI agent is engaging leads for the tested leads.