See every conversation.
Every call, text and email a store has with a customer, and what a complete one contains: the ask, the notice, the follow-up, the switch from text to a call.
In the platform
- Call intelligenceAvailable today
Every sales call transcribed, understood and turned into signals, with the recording as evidence.
- Text intelligenceAvailable today
Every text thread, images included, read for intent, commitments and the next step.
- Email intelligenceOn the roadmap
Email threads brought into the same customer understanding as calls and texts.
Tools
Guides
Facebook Marketplace leads: how to respond and hand off to the phone
Treat a Marketplace message as a phone-up with the sound turned off: answer fast, answer the real question, and get a name, a number and a time.
Conversations · 7 min readThe anatomy of a complete dealership sales call
A complete sales call does six things in order, and each one leaves something a manager can check without listening to the whole recording.
Conversations · 7 min readWhat a dealership email thread reveals that a call does not
A thread carries the customer's own words, everything your store put in writing, and the people copied on it, which is more than a recording can show.
Conversations · 7 min readWhen to move a customer from text to a call, and back
Channel should follow the decision in front of the customer rather than the rep preference, and the handoff between text and phone is where most threads die.
Conversations · 7 min readIs it legal to record sales calls at a Florida dealership?
Florida requires consent from every party to a recorded call under Fla. Stat. 934.03, which shapes how dealerships give notice, handle out-of-state callers and store recordings.
Conversations · 6 min read
Signals
Vocabulary
- All-party consentA legal standard under which every participant in a conversation must consent before it may lawfully be recorded.
- Call trackingAssigning unique phone numbers to marketing sources so a dealership can attribute inbound calls, usually with recording attached.
- Conversation intelligenceSoftware that reviews recorded calls and message threads to surface signals, gaps and coaching moments for managers.
- Evidence citationA pointer from a claim about a conversation back to the exact moment in the recording or message where it happened.
- Hold timeHow long a caller waits on hold, in a queue or during a transfer before reaching someone who can help.
- Lot walkWalking the inventory with a customer, which is also where much of the useful conversation on a visit happens.
- Missed inbound callA sales call the dealership never handled: rang out, went to voicemail, was abandoned in a queue or died on hold.
- One-party consentA legal standard under which only one participant in a conversation needs to consent for it to be recorded lawfully.
- Opportunity callA two-way conversation with someone who could buy a vehicle, where the dealership had a genuine chance to invite them in.
- Phone-upAn inbound sales call from a potential buyer, treated as an opportunity in the same way as a walk-in.
- Phone-up versus internet leadTwo different starting points: a caller who wants an answer now, and a form submission that has to be turned into a conversation.
- Recorded-line noticeThe disclosure telling a caller that the conversation is being recorded, typically played before the call reaches a person.