Conversations™ allows you to connect with customers regardless of where they’re initiating contact — your website, SMS Text or Facebook Messenger. This kind of access, however, led to a technological challenge. When the same person would message a dealership from different devices or via different mediums, Conversations™ treated those messages as new chats with a blank chat history. We recognized the perception of “starting over” could cause frustration on both sides of the conversation, so we fixed it!
We’ve upgraded Conversations™ to seamlessly accumulate these distinct chat sessions into one “long running” chat history, giving dealership and managed chat agents full context of what has already been asked and answered. That instant, shared understanding between shopper and dealer means less confusion and more car buying.