Conversations in DriveCentric let you see all customer interactions happening in real time, including texts, emails, phone calls, and videos, in one place. This ensures consistent service across both digital and in-person customers, while helping managers monitor and support their teams effectively.
Filter by Conversation Type
Dropdown Menu - Filter conversations by Store, Teams, or Users using the dropdown menu option.
All - When looking under the "All" column, this is going to show all of your conversations for the day. This will show all ignored, unread, or angry messages from the day all in one spot to see. These messages will reset at 12 AM each night. To view messages from previous days, you just hit the drop down next to "Open" and then select "Closed".
Unreplied 💬 - When filtered under the "Unreplied" tab, you will see all the conversations that have not been replied to. The only way to clear out the unreplied column is to either ignore messages (top right) or respond.
Chat (if applicable)- When looking under "Chat", this is going to show all of the DirectChat conversations for the day. These messages will reset at 12 AM each night.
Tags
Negative Inbox (Sentiment Analyzer) 😠 -- This tab works with an algorithm that can tell when the customer is unhappy. There are key words and phrases that it will recognize from the customer. This is a great spot for managers to review and step in if need be. This will reset every night at 12 AM.
Ignored 🚫 -- This is where you can find all the messages that have been ignored. This filter will reset each night at 12 AM.
BH Fumbled - This tab will show all conversations where the customer has waiting longer than 1 hour for a response.
Users
You can quickly view a specific user's conversations by choosing that user from the list of users.
Previous Day's Conversations
You can view conversations from a previous day by choosing "All" Conversations -> then at the top of the conversations list click on "Today" and choose the date you'd like to view.
Customer Contact Card
Customer Info -- View the customer's contact information, address, phone numbers, and email, at a glance.
Open Deal -- If the customer has an open deal, you will see the information pertaining to the open deal.
Users -- See users associated with the deal: Sales 1, Sales 2, BDC, Service BDC, Customer #, Garage
Customer Notes: View customer notes that have been added to the customer card.
Activity Box
The activity box will default to the most recent contact method used by the customer, but you can change the message type by using the dropdown menu.
If the customer has multiple options under that contact method, you can choose the best one to use.
Send As - You can choose from whom the message is being sent.
