Lead Handling: CRM Settings

Alana DeLuca
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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.

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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.

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Roles and Permissions

Admin — May view all SMS conversations, jump into and engage with the Shopper via SMS, adjust Agent settings, 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 on this page to complete setup.

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  • Stop the Clock — ON: The 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.
     
  • 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.
       
    • 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.
       
    • If the delay window falls during quiet hours, outreach is deferred until quiet hours end. A notice is displayed in the settings UI when this condition applies.
       
    • There is no upper limit on the delay value.

 

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 does not fall within quiet hours — the Lead Handling Agent defers to the end of quiet hours in that case.