Overview
When SMS is enabled on an account, all replies may be seen and new replies sent from the replies page under Audience Activation. This page gives you a full history of all SMS replied to as well as provides an interface for Dealers to continue the conversation in real time.
Navigation
SMS replies are nested in Audience Activation product menu under Replies: https://dashboard.fullpath.com/nurture/sms-replies
- Enter the Fullpath Dashboard
- Navigate to Marketing Products
- Navigate to Audience Activation
- Select SMS Replies
Page Structure
The default date range on the page is set at a 30 day look-back. You may click on the calendar icon to adjust the date range.
The search bar supports input of first name or last name.
The left side filter allows you to sort replies by the campaign which the Shopper received and are replying to.
Left Side Shopper Reply List:
On the left, a paginated list of Shoppers who have replied to Audience Activation SMS messages. The list displays 5 Shoppers at a time including their names along with the timestamp of the last message sent.
Right Side Shopper Conversation View:
On the right, a detailed conversation window showing the last reply and interaction between the Bot/ Dealer and the Shopper.
Ai Auto-Reply
The Ai auto-reply switch allows a Dealer to alternate between manual and bot engagement. This enables a dealer to determine if they want to jump in and manually take over the conversation, or walk-away and let the bot engage the Shopper and answer questions.
This setting is ON for all SMS replies by default.
Important to Note
If in the course of the conversation the Dealer would like to / the Shopper requests to unsubscribe from receiving SMS, the 3 dots to the right of the SEND option allow for individual unsubscribe flow.
Ai SMS Response Flow
The general flow of chats initiated on the Dealer website looks something like this:
- Audience Activation sends customer relevant SMS
- Customer replies to SMS
- Ai Bot holds conversation with the goal of getting the customer to come into store / consent to a phone call
- The Ai Bot identifies if customer is interested in a vehicle (as opposed to early stage shopping which won't necessarily be labeled as a lead)
- Once the customer expresses interest*, an ADF sent into dealership CRM with the conversation linked as well as a link to shopper page (note that SMS ADF leads do NOT contain a VOI)
- The Dealership BDC/sales manager clicks on the link from within the new CRM lead
- The link leads to Shopper page > Conversation Tab
- The Dealership BDC/Sales person may reply or continue the conversation (depending on the permission and security settings, the BDC or Salesperson may need to log into the Dashboard before viewing the Shopper timeline)
* Interest is gauged by looking at some of the following behavior: if the user expressed interest a vehicle/offer for now or asked any relevant vehicle or offer related question at any point. This includes desire for phone call conversation or to come in to visit the dealership. This may also include a request for more information about a vehicle or offer or financing.