What Is the Service to Sales Agent?
The Service to Sales Agent watches for service activity at your store. When a customer looks like a strong upgrade candidate based on the rules your manager set, the agent sends them a friendly text to open the conversation. If the customer engages, the agent hands the conversation off to a salesperson as a Follow Up.
By the time it hits your Sidebar, the door is already open. The customer knows they were contacted, they have a sense of what their vehicle might be worth, and they have shown enough interest for the agent to bring a salesperson in. Your job is to take it from a warm text conversation to a sold unit.
When a Handoff Comes to You
The agent decides who gets each handoff in this order:
Salespeople assigned in the S2S dashboard get the handoff first. Your manager can designate a specific list of salespeople to receive every S2S Follow Up. If your name is on that list, you get the handoff. If more than one person is on the list, the Follow Up goes to all of them and appears in every assigned salesperson's Sidebar.
If no one is assigned in the S2S dashboard, the handoff goes to the Sales 1 on the Customer Card.
If no one is assigned in the S2S dashboard and no one is in the Sales 1 slot on the Customer Card, the handoff has nowhere to go and will not be routed.
Ask your manager whether your store is using the S2S dashboard assignments or relying on the Sales 1 slot on the Customer Card. That tells you where to watch for handoffs.
Where to Find Your Handoffs
When the agent hands off a lead to you, it appears as a Genius Follow Up in your Sidebar on the right side of DriveCentric.
Look at your Sidebar for a new Follow Up.
Click the Follow Up to open the customer's record.
You will see the full text conversation the agent has already had with the customer.
How to Use It
Reading the Conversation
Open the Follow Up and scroll through the text thread. The agent will have already:
Introduced your store to the customer
Asked about their interest in upgrading
Shared a vehicle valuation (unless your manager turned that off)
Confirmed enough interest to bring a salesperson in
Take a minute to read through what has been said. You want to pick up the conversation naturally, not repeat what the customer already told the agent.
Reviewing the Customer's Details
Before you reply, check the customer's record for:
Their current vehicle and its valuation
Their service history at your store
Any prior sales or trade activity
Notes from previous salespeople
This is the same information any warm lead would give you. The difference is that the customer is already engaged. Use what you know to make your first message specific and relevant.
Taking Over the Conversation
Reply to the customer directly from the conversation. Introduce yourself, thank them for the response to the earlier text, and move the conversation toward the next step: a phone call, a test drive, or a visit to the store.
Work the lead the way you would any other warm opportunity. The agent has done the qualifying. The close is yours.
Tips for Working a Handoff
Reply quickly. The customer just engaged with a text. The faster you respond, the more the momentum stays with you.
Reference their current vehicle. The agent has already pulled the customer's vehicle details. Use them to make your response feel personal, not generic.
Do not oversell in the first reply. The customer is warm, not sold. Start the relationship, then move toward the appointment.
Coordinate on shared handoffs. If your store has multiple salespeople assigned in the S2S dashboard, make sure only one of you replies to the customer.
Good to Know
Customer replies to the agent's outreach are treated as sales conversations, not service inquiries. When you take over, you are picking up a sales lead.
The agent does not schedule appointments or make promises on your behalf. That is your part of the conversation.
If your store is relying on the Sales 1 slot on the Customer Card to route handoffs, make sure every service customer has a Sales 1 assigned. Any customer without one will not have their handoff routed to anyone.
Frequently Asked Questions
How will I know I got a new handoff?
A new Follow Up will appear in your Genius Follow-Up Sidebar. Watch that panel the same way you would for any other assigned Follow Up.
How do I know if I should be receiving S2S handoffs?
Ask your manager whether your name is on the S2S dashboard Follow Up Assignment list, or whether your store is relying on the Sales 1 slot on the Customer Card. That determines when the agent will route to you.
Can I see the full text conversation the agent had with the customer?
Yes. When you open the Follow Up, the entire text thread is right there. Read through it before you reply.
Need Assistance?
For assistance, reach out to your Customer Success Team using the Support Icon in the bottom-right corner of DriveCentric!