Our team needs an opportunity to text and email a customer. Customers may be getting confused on who point of contact is day 1.

The fact that you can't set a time frame for the AI Text is ridiculous, we are currently dealing with a BBB and potential AG complaint bc the system texted at 6am.

As a BDC Manager that communicated to set up internet appointments.... Delaying the AI about 10-15 would be very beneficial. Right now an agent responds and the AI responds confusing/overwhelming the customer. Also, once the text opt-in sent out...getting the customer on the phone to schedule is very difficult. In stores where there is a BDC Manager, the initial contact needs to be as focused as possible so live agents really provide value but multiple contacts does not.

It would be nice to be able to change the time of how quick the genius intiatlly responds to a lead. I would like the first chance to send the opt in text and email and if i dont after a certain time, then send and automated text and email let the people interact first. Give it at least 15 minutes with out an attempt from BDC or Sales person before the AI jumps in. And once they are engaged. The AI stops for at least 3 days if there is a lack of contact from the BDC or Sales person.

I agree with all of the comments. A few tweaks and she could be awesome. A time delay and to stop engaging customers that are already texting sales or BDC are essential for us. Appointments, first response and engaged customers need a delay in her response. It's causing us issues.

AND the Genius should STOP ENGAGING entirely as soon as the live agent/salesperson engages with the customer. Our previous genius would send texts/emails and STOP as soon as we engaged. The Genius would not reach back out until a few hours after the live agent's last contact.

If not, the customer will have two people answering the same questions at the same time, which will really confuse and bother the customer. Our only option is to disable the Genius permanently. At that point, what is the purpose of having a Genius if you have to disable their functions immediately?

This is a bigger problem than what was mentioned here.

When the AI/Genius is the first to contact the customer, then ALL responses from that moment on go to the AI. This means that the salesperson does not get to DIRECTLY see that the customer responded (usually notified under the "unreplied" function on the left column). Instead, the AI has to tag you letting you know the "customer may need help" under the bell notification, along with hundreds of other random notifications.

Regardless of who contacted the customer (AI or actual salesperson), the responses need to go TO THE SALESPERSON. And ALL customer responses NEED to go to the unreplied icon on the left column.

Since there is no actual fix for this, delaying the AI's response time would at least minimize this problem. We are about to join several other dealerships that find themselves forced to turn the Genius off during business hours because of the issues mentioned in this thread and the response notification problem.