C
Chris Schott
Feature Request: Advanced “Ignore If” Filters for Business Rules Based on Recent Customer Activity
The current
“Ignore If” filters within Business Rules need more flexibility to make automation effective and reduce unnecessary employee tasks.
Currently, when selecting conditions such as "Customer Texted Back" or "Phone Conversation," DriveCentric appears to evaluate whether that activity has ever occurred on the deal, rather than when it occurred.
This creates a significant limitation because we cannot build follow-up rules that intelligently respond to recent customer activity.
Requested Improvements:
We need the ability to add time-based and activity-based conditions to the existing "Ignore If" filters, including:
  • Activity within a specific timeframe:
    Ignore the task if the customer replied to a text, responded to an email, or had a phone conversation within the last X hours or days.
  • Activity since the previous task:
    Ignore the next scheduled task if a qualifying customer interaction occurred after the previous task was completed.
  • Activity since the rule was triggered:
    Only evaluate customer engagement that occurred after the business rule began, rather than all historical activity associated with the deal.
  • Previous task outcomes:
    Allow subsequent tasks to be skipped based on the result of a previous task, such as a successful phone conversation versus an unanswered call.
  • Combined conditions:
    Allow multiple conditions to work together, such as ignoring a follow-up task if the customer replied by text, responded by email, had a phone conversation, or scheduled an appointment within the last 24 hours.
Real-World Example:
We want to build an Engaged follow-up process with the following actions:
  1. Day 2:
    Salesperson receives a Phone Task to contact the customer.
  2. Day 2, two hours later:
    A Text Task is generated only if the salesperson did not make contact during the phone call and the customer has not responded through another channel.
  3. Day 3:
    An Email Task is generated only if there has still been no qualifying customer engagement since the previous follow-up.
With the current filters, a phone conversation that occurred several days earlier and originally moved the customer into the Engaged stage can cause subsequent tasks to be ignored, even if the most recent call went unanswered.
Why This Matters:
Our goal is to create a more intelligent, engagement-driven follow-up process while reducing unnecessary tasks for salespeople.
Currently, business rules primarily operate on predetermined schedules rather than accounting for what has happened since the previous activity. This can result in duplicate follow-up attempts, irrelevant tasks, and employees spending time completing activities that provide little value.
More advanced Ignore If conditions would allow dealerships to:
  • Reduce unnecessary salesperson workload.
  • Prevent redundant calls, texts, and emails.
  • Improve the timing and relevance of customer follow-up.
  • Better coordinate human salesperson activity with Genius AI conversations.
  • Maintain consistent follow-up without overwhelming customers or employees.
  • Improve appointment-setting and sales conversion through more purposeful communication.
Ultimately, we need Business Rules to evaluate not just whether an activity has occurred, but WHEN it occurred and whether that activity makes the next scheduled task necessary.
This would significantly improve DriveCentric's automation capabilities and allow dealerships to build more effective, outcome-driven sales processes.