Description Of Main Chat Screen With Buttons

Lead Information Box 

Department Selector – When a customer joins a chat a department is assigned. This is based on what the customer was viewing when they selected chat or what department they selected to chat with. 

Please note:  The department can be wrong. If it is, be sure to select the correct department from the department selector.  

Customer Information – This is the Customer’s name, phone number, and email address. Our system will automatically provide the city and state based on where the customer initiated the chat. You will enter the customer’s information by selecting the pencil or selecting add when provided in chat. 

Lead Push

Lead Push – This is how we send the customer’s information to a dealership. This button will create the Lead and send it to the dealership to continue helping the customer.  

Translator – We are able to chat with Customers that speak other languages. Our system will translate what you say into the language they are using and displays what they have said in English.  

Appointment Calendar 

Hours – Hovering over the word Hours will pop up with the dealer’s hours by department. The word will also change from green when the dealer is open to red when the dealer is closed. 

 Appointment Selector – This is where you will select the date and time of the customer’s appointment. TimeZone – This will show what Time Zone the dealer is in. CarNow works with dealers all around the country. This means that a customer you are chatting with could be in a different time zone.  

*CarNow Hours and Appointments show in Dealer Time Zone.  

Chat Banner  

Chat Origin – This how the customer is chatting with us. This is important to recognize when the customer is chatting via SMS or Facebook.  

End Chat – This will end the chat, add the lead push to the queue, and removes the chat from the agent’s screen.  

Options – This is for management staff ONLY. Managers can review a chat or report explicit content.  

High Priority Note – Important messages from the dealership 

Vehicle of Interest 

Vehicle Information – It is important to fill out the VOI section when a customer is interested in a vehicle. When we send inventory to a customer it should appear in this field, however, we always need to verify it is accurate.  

Notes – We have created a “Whisper” feature that allows us to leave messages inside the chat that the customer is unable to see. This is helpful when another agent joins the chat or leave a summary for the dealer.  

Trade Information – We are able to send a “Trade-In Form” that will provide the customer with an estimate of their trade in.  

Notification Bar  

Notifications – This is where incoming chats will show along with a timer of how long the customer has been waiting for an agent. We need to answer customers as quickly as possible. 

Agent Stats – This is a summary of the agent’s response time, sessions answered, lead conversion, and appointment conversion. These numbers reset every shift.    

Accepted Chats  

Red Chat – This means a chat you have accepted has responded to you and a message is waiting. A timer will start showing you how long the customer has been waiting for response for response.  

Green Chat – This means you have responded to the customer and are waiting for a reply. The timer shows how long since you responded to to the customer.