What this helps you do
Conversations are your one-to-one messages with an individual, both replies you receive and messages you start. Replies arrive on two rails, Blasts and email, and land in the same inbox. Your team sees who is replying to whom right now, can assign a thread to a colleague, and keeps private staff notes on each person. Everything with one person stays together in a single thread you can find again by searching their name, email or a word from the message.
When to use it
Use it when a customer replies to ask what time they can collect the vehicle, to take or decline the slot you offered for the part, to question a line on the estimate, to ask whether their vehicle is affected by a campaign, or to answer an invitation to an owner clinic.
How to do it
- Open Conversations.
- Read replies as they arrive, or click New conversation to message anyone connected.
- Reply in the thread; the Hub answers on the rail the person uses, Blasts or email.
- Assign a thread to a teammate when someone else should take it.
- Open the person's page for their history, RSVPs, household, and staff notes that are never shown to the person.
- Search by name, email, or message text to find any thread.
Example
After the ready-for-pickup Blast, a customer replies that she cannot get in before seven. It appears in Conversations. The manager assigns it to the service team, who confirm the after-hours pickup and add a staff note that she prefers the side entrance. The whole exchange stays in one thread the next time she writes.
Good to know
- The Hub is not your DMS, your scheduler or your CRM: a reply is a request your team still enters wherever the repair order, the appointment and the lead actually live.
- Replies can be turned off per Blast, for example on a plain hours change; a reply to such a Blast is marked so you know the context.
- A Leader only sees replies from the audiences they are granted.
- STOP and START are handled automatically on both rails, and the customer's page shows their opt-out state.
- Receiving is free for customers; a reply they send uses their own Blasts credits, never the dealership's.