The “Distribute Replies” field in Batch Contact settings serves to assign a username to each outgoing batch contact (the “From” user).

If no user is selected, it will default the username to “Mailing”.

When a customer replies, we have logic that auto assigns the username to the last user that sent the customer a text (for batch text replies) or email (for batch email replies) of any kind. The user must have access to texting/email, but not necessarily the phone number in question (for texting).

The logic looks for the most recent message to and from the phone numbers/email addresses as the current message, then looks for the “From” username assigned and ensures the username has access to texting/email. It then assigns that username to the incoming text/email.

If no user is found, username will be left blank.

Since “Distribute Replies” assigns a user as the sender, when the customer replies, that user will also be the one who most recently sent a text/email, therefore that user will be assigned to the incoming reply as well.

Engage AI – Batch Texting

There is no “Distribute Replies” logic with Engage AI, therefore the setting is not available.

When setting up a batch with Engage AI, if you set “Personalisation” to “Employee Name” and select user(s) (this is the same list of users available in Distribute Replies), it is these users that will be set as the sender of the messages. As in, the same functionality as Distribute replies.

In the texting tab and phone window, the username will show as “Engage AI”, but in contact history and all reporting, the actual usernames will display, as is the current non-Engage AI functionality.

If you set “Personalisation” to “AI Assistant” or “Do Not Include Name”, then the “From” username will be blank, therefore defaulting to “Engage AI”, rather than “Mailing” as the placeholder.

Engage AI has already powered up your maintenance groups, so we’ve upped the ante with Engage AI Batch Texting! Starting October 29 for Pilot, and November 5 for all other stores, if you currently have at least one active maintenance batch setup in your batch texting jobs, you will see a new task available in the Engage AI tab (for user roles that have access to this tab, of course).

If you don’t happen to have an active maintenance batch right now, don’t worry, you can still take advantage of Engage AI! Simply connect with your Customer Success Manager to get everything started! Please note, there is small monthly cost associated with this feature, but the enhanced benefits make it totally worth it!

Once you have activated Engage AI Batch texting, the “Power Up” button will become blue and clickable. This will allow you to go through the setup process of powering up your batch texts with Engage AI! After clicking “Power Up”, you come to the “Ignite” step:

IGNITE

This is where you select which of your existing batch maintenance text jobs you want to power up with Engage AI. Simply slide the toggle ON next to each batch name you’d like to power up. After this, you will be presented with a number of settings that will be used by Engage AI to guide the crafting of maintenance reminders for your customers! There is a tool tip next to each setting that explains what it does, but here is an overview:

Dealership Name - This is an editable field that allows you to change how your dealership name will be introduced to customers, giving you the freedom to choose any naming option you’d like.

Personalization - Decide who you want the texts to come from. You can choose between: 1) a round robin of your existing staff; 2) give Engage AI its own name; 3) avoid any name and just introduce the dealership.

Engage AI Response Times - What happens if a customer responds to a text at 3am? Should Engage AI respond right away? Wait for your stated business hours, or a more specific time frame? The choice is yours!

Language - Engage AI is pretty smart, and can craft messages and carry on a conversation in English, French, Spanish and Mandarin. We think your customers will love this!

Phone Number - Do you want to include your dealership number to encourage phone calls? Enable it if so, or leave it disabled if you prefer to encourage carrying on via SMS!

Maintenance Group Names & Order - We think this is the standout feature for Engage AI. Let each customer know exactly what services they are due for. Simply toggle this setting ON and on the subsequent popup, drag any (or all) services over to the right that you want Engage AI to be able to mention to customers. Then rank them in order of importance. This part is important, since we all know there are loads of customers out there who don’t service quite as much as they should. As a result, they may have a bunch of services due. Engage AI will only mention up to 3 services to avoid a long, boring laundry list. So, ranking them makes sure the most important ones are discussed with your customers. Talk about efficient!

You can also re-name any service you want to ensure it’s customer friendly. Don’t worry, it’s just for Engage AI and won’t update the name anywhere else.

Next Appointment Date - Exclusive to Engage AI, this feature calculates when your next available appointment date is, accounting for your business hours, any upcoming holidays and any days that are full for any reason. If you enable this, Engage AI will let the customer know how far out you are booking without committing to a specific date. That’s what humans are for!

Online Scheduling - Enabling this allows you to enter a URL to your online scheduling page. If you already use DealerMine’s OLS (if you don’t, we think you should!) it will default to the OLS URL but regardless, you can use any URL you want! Engage AI will use this info to encourage the customer to book an appointment online.

Once you save the settings and click “Let’s Go”, Engage AI fires up to create an example message using the settings you just created. If you ever need to change these setting, don’t worry – you can do it at any time.

IGNITE INTEGRATION

Once Engage AI has had some time to ponder, you’ll be all ready to see what it has come up with!

EMPOWER

On the left is the example output from Engage AI. On the right is what the same message would look like using the existing template that is assigned to the batch in question. Makes for a nice comparison, we think!

You have three options at this stage:

1. Accept - This will officially power up the batch with Engage AI and send the settings to Batch Contacts within Templates and Batch Setup

2. Decline - If you just aren’t feeling Engage AI for this batch, then keep the status quo!

3. Modify - This will open up the settings. Feel free to tweak, switch, change, or update anything you’d like, then generate a new example and see if you like it better!

Just keep in mind, what you see here is just an example. All the messages will be a little bit different but will always take your settings into account and create a message that we think is just perfect for your customers!

BATCH SETTINGS

Once the batch has been powered up, in the batch settings you’ll note the “Power with Engage AI” toggle is active. At any time, you can disable that toggle and go back to a template based batch. You can also click the SETTINGS button next to the toggle at any time to update things and give Engage AI a fresh new “look”.

APPOINTMENT COORDINATOR ESCALATION

At the heart of Engage AI is its ability to assess the conversation to derive the customer intent. The conversation history will always be available to certain role types, like BDC Manager. However, for Appointment Coordinators (Service BDC role type), they won’t see any messages or replies within the Texting tab until the conversation is escalated. Escalation happens when Engage AI is able to confidently assign an intent to the conversation, at which time Engage AI escalates it and the most recent message will now be available in the Unread Message tab, ready for an Appointment Coordinator to take over!

You can easily identify messages that were part of an Engage AI conversation because the “AI” icon will be in the Batch Name field, and the “Intent” field will be populated with the intent as established by Engage AI. This allows appointment coordinators to know exactly what the outcome of the conversation was at a glance, and what action they are likely required to take. The list of potential intents are as follows:

1. Book Appointment - Customer indicates they want to book an appointment.

2. No Longer Owns Vehicle - Customer indicates they no longer own the Vehicle.

3. Services Elsewhere - Customer indicates they service the Vehicle themselves or at another shop.

4. Complaint - Customer indicates they are not happy for any reason.

5. Unsubscribe - Customer specifies they do not wish to be contacted for maintenance reminders.

6. Pricing Inquiry - Customer wants to know the price of a particular part or service.

7. General Inquiry - Customer asks a non-pricing related question that we need more info to answer

8. Other - Customer indicates a different intent other than what is described in the above six intents.

STATS

In the “Texting Stats” sub tab, we have added some great reports to easily show how everything is performing! The grid now displays a count of any undelivered messages as well as how many were delivered by Engage AI. The updated “Total Sent By” pie chart will show you the count, and percentage of total, that each user has sent during the selected time frame. There is also a new chart for “Intents” which gives you a visual representation of your customers intents when communicating via SMS using Engage AI.

Batch ROI

We also wanted to give you a quick and easy way to see the performance of your SMS batches and compare how Engage AI is performing vs your template based batches. To do so, we pulled in some data from the Batch ROI report and embedded it into the Texting Stats page for easy access. You can easily identify Engage AI batches by the “AI” icon in the Batch Name field.

CUSTOMER PROFILE

Available to everyone at all times, Texting History on the customer profile will show all Engage AI conversation history. Any messages from Engage AI can be identified where Username = Engage AI with the “AI” Icon.

We are very excited to get this out to you and hope you love Engage AI as much as we do. We think your customers will appreciate the unique, personalized approach and we think Appointment coordinators will appreciate being able to focus more on what they do best, book appointments and sell maintenance!

For more information or to subscribe to Engage AI Batch Texting, please contact your Customer Success Manager or email customersuccess@quoruminfotech.com

Welcome to Engage AI! DealerMine’s foray into the world of automotive AI. Certain role types will see a new tab called “Engage AI” starting June 11 for Pilot, and June 18 for all other stores:

Here, you will see a “Task” for each store that allows you to “Power Up” your maintenance groups with Engage AI. The purpose is to leverage AI to improve the wording for each group regarding the description, selling lines and overcoming objections. In turn, this will improve the information Appointment Coordinators have when upselling maintenance to your customers!

Once you click “Power Up”, you proceed to the 1st step in the power up process - Ignite:

Here, you will note some instructions on how to proceed. You will see a list of maintenance groups on the right. You can edit the group names to ensure it makes sense for Engage AI to process. You may have added words or letters/numbers that mean something to you but might make it more difficult for Engage to understand what it is. Ensure each group has a proper name. Don’t worry, this doesn’t impact the actual group name in Maintenance Configuration!

If any of the groups are in fact a package service that includes multiple operations, such as “Service 1” that includes, for example, an oil change and tire rotation, then you can click “+” and manually add each service that is included. This is important, because if you do not do this, then the only data Engage AI has to work with is “Service 1” which likely won’t produce usable results, as you can imagine.

Once you are happy with your maintenance group names and services and you select which language you want the output in, click the “confirm” box and then “Let’s Go”!

You will now be moved to the integration page that shows the progress Engage AI is making in processing and producing the recommendations for each maintenance group. There is a fun rocket ship animation as well, you don’t get the full effect from a screenshot!

Once all maintenance groups have been processed and recommended wording generated, you will be moved to step 2 - Empower:

Here, you will be presented with 3 sets of of recommendations for each group. 1 each for Description, Selling Lines and Overcoming Objections. To the right of each is what is currently in maintenance configuration so you can easily compare. You have 3 choices for each one - Accept, Decline, Make it More…

Accept - If you are happy with the recommended wording from Engage AI, click Accept! If you like it, but want to make some changes, you can edit anything you want inside the text box and then click Accept.

Decline - If you prefer your existing wording, click Decline to maintain the status quo.

Make it more - If you want to live on the edge, try this option! Clicking “Make it more” will open a menu with the following options:

Select one, and Engage AI will generate new wording for this section (on the selected maintenance group) and will endeavour to “Make it more Fun”, for example. If you are happy with the new wording, click Accept. If you prefer the previous Engage AI wording, or want to try a different “Make it more” option, click the Undo button and try again!

Once you have accepted or declined each of the 3 options in the selected maintenance group, the “Apply & Continue to Next Group” button will become enabled. Click it and 2 things will happen:

1. You will be moved to the next maintenance group to complete the same task

2. The recommendations you accepted will automatically be sent in real time to update Maintenance Configuration

Once all groups have been completed, the final button will be “Apply & Complete” which, when clicked, will move you to the 3rd and final step - Powered Up!

You are all done! If you want to open Maintenance Configuration, click “See Maintenance Groups”. To return to the main Engage AI landing page, click “Return to Engage AI Command Central”. You can also return to the landing page at any time by clicking the “Engage AI” logo in the top left.

Here is what the landing page now looks like:

Notice the task for the store you just completed now has a green icon with a status of “Powered Up!” If at anytime you add a new maintenance group to a store that has already had the task complete (Powered Up! status), you will see the status/button change to “Continue” which will allow you to generate Engage AI recommendations for just the newly added group. Once completed, the status of that task will change back to “Powered Up!”

In maintenance configuration, you will see a label “Powered by Engage AI” for any wording where you accepted the recommendation:

That’s it! You have now powered up your maintenance groups with Engage AI! Happy selling!

You asked, we listened!

On March 19th (select users) & March 26th (most users), with the rollout of version 9.5.5, you will see a refreshed and updated user interface. These updates align DealerMine with modern design frameworks, ensuring a fresh and contemporary user experience.

Upon logging in, you'll immediately notice the refreshed look. Existing themes have been updated, offering a more modern design for icons, refined fonts, and other subtle enhancements.

We're excited about these changes and hope you'll love them as much as we do!

Here is a sneak peak of the new “default” theme:

The sort order and functionality of all buttons/icons remain the same, we just updated the look and feel! Here is a simple comparison to illustrate:

This Contact Flow chart should help illustrate how it works:

Figure 1:

The result is a predictable contact flow in how you connect with your customers, allowing your appointment coordinators to focus on the most valuable activities - generating revenue (booking appointments and selling maintenance!)

Configuration:

• Navigate to the Admin Menu —> Contact Flow Configuration

Figure 2:

• Click “Options” then “Add Contact Flow”

Figure 3:

• Move the available contact methods you want to use in your contact flow to the “Active” column

• Within the “Active” column, drag and drop the contact methods to the desired order.

• In Figure 4, a customer would receive a voice drop, then an email, then would land in call select (with the relevant recycle periods in between each contact)

Figure 4:

• When activating Voice Drops, Email and Text within Contact Flow, you will have some additional configuration to make, similar to what you see in Batch Contacts currently.

Figure 5:

Here is what you will see once you have a Contact Flow set up:

• Click Options —> Edit and you can change the various settings anytime as desired.

Figure 6:

Execution:

Once Contact Flow is configured, the rest is automatic!

When it’s first activated, overnight, your entire database will be assessed and assigned to the stage in the Contact Flow that best matches them based on how they were last contacted or when their last service was. This will ensure your entire database doesn’t start at the beginning, which would mean very few contacts in Call Select, potentially for weeks depending on your setup.

That said, expect to see fewer contacts in Call Select since your database is now going to be leveraging digital contact methods in its entirety. There will definitely be more emails and texts to respond to as a result!

Please reference Figure 1 for a visual on how Contact Flow will be executed. Think of it as a more holistic and predictable approach to digital batch contacts.

Looking Ahead:

We will expand on Contact Flow and continue to build out our “Automation” initiative. By leveraging Generative AI, communicating with and selling to your customers will be easier than ever!

Watch out for

later in 2024!

To get the most from automotive sales, timely response and efficient lead management are key to success. We're thrilled to introduce our latest enhancement – the Lead Broadcast Functionality – designed to transform the way you handle and process sales leads in your dealership.

What is Lead Broadcast?

Lead Broadcast is a groundbreaking feature that empowers your sales team to respond quickly to incoming leads, ensuring a first-come, first-serve approach for optimal lead processing. Here's how this feature can bring more value to your dealership:

1. Instant Distribution to Your Sales Team

When a lead enters your CRM, it's broadcasted instantly to all the salespeople set up for broadcast on that specific domain. This means every salesperson has an equal opportunity to engage with potential customers right from the start.

2. First-Come, First-Serve Locking Mechanism

The moment a lead is broadcasted, the first salesperson to click on the lead notification in the Sales Mobile App (SMA) locks the lead for processing. This introduces a fair and efficient first-come, first-serve mechanism, ensuring that the fastest responder gets the chance to engage with the lead.

3. Temporary Assignment and Countdown Timer

The locking of the lead comes with a temporary assignment to the initiating salesperson. A countdown timer starts, displaying the allowable time for lead processing. This real-time countdown keeps the salesperson informed and focused on efficiently managing the lead.

4. Swift Processing or Re-Broadcasting

If the salesperson successfully processes the lead within the allotted time, they are permanently assigned to that lead. However, if the time elapses without processing, the salesperson is removed from the lead, and the system automatically rebroadcasts it to the list of salespeople.

5. Efficient Reassignment for Quicker Responses

The re-broadcasting mechanism ensures that no lead is left unattended for an extended period. It gives other sales team members a chance to engage and respond promptly, maximizing your dealership's chances of converting leads into customers.

Why Choose Our Lead Broadcast Feature?

• Timely Responses: Quickly respond to leads and increase your chances of conversion.

• Fair Distribution: Ensure fair distribution of leads among your sales team.

• Efficiency Boost: Streamline lead processing with a first-come, first-serve approach.

• Real-Time Countdown: Keep your sales team informed with a dynamic countdown timer.

Get Started Today!

Ready to transform your dealership's lead management? Activate the Lead Broadcast functionality today and experience the efficiency and fairness it brings to your sales process. Stay ahead in the competitive automotive market with our innovative tools designed to elevate your business.

Don't miss out on the opportunity to enhance your lead processing and provide your customers with the responsiveness they deserve. Embrace the future of automotive sales with our Lead Broadcast feature – where every lead matters, and every response counts!

“When I create a be-back, I lose the ability to track sales through traffic types because the traffic type turns into be-back.”

“Creating a prospect and adding traffic to that prospect is cumbersome and requires too many clicks. This is something that salespeople do many, many times a day.”

Through continuous conversations and requesting feedback from our customers, we have helped stream line the prospect, traffic and worksheet creation process through a new feature called Showroom Log.

You will also notice in the Traffic Log that there is a new button called Be-Back. On each piece of traffic, you can simply click on the Be-Back button to record a be-back. You will notice that there is no longer a be-back option showing up in the traffic type drop down. Click this link for more information on the Be-Back button

You will see these changes in the 9.51 version which will be released to all dealers on November 7th, 2023.

Types of Leads

Customer Initiated Leads (CI)

• Prospect Appointment Leads

  • Click to Buy Test Drive Leads

  • Click to Buy Virtual Video Appointment (VVA)

• Request a Quote Lead

• Trade-in Lead

Non-Customer Initiated Leads (NCI)

NCI leads are defined as leads that are not initiated (generated) directly from the user (prospect) but instead ‘manufactured’ via the OEM or supporting OEM marketing partners, e.g., test drive event leads, portfolio leads, etc. NCI leads provide the OEM with a way to identify potential owners and/or prospects in market that the OEM feels the dealer should contact. The OEM requires that the Dealers are clear that these are not a consumer initiated (CI) internet sales lead and should be treated differently

NCI leads can be delivered to dealers’ CRMs in small or large quantities -- based on the NCI lead campaign.

DealerMine Sales CRM gives users two ways to see NCI leads

• In the Lead Detail and View Details windows, you will see Customer Initiated or Non-Customer Initiated

• In the Web Leads tab there is a new filter called Customer Initiated with the options of Both, Yes and No.

  • Yes = Customer Initiated

  • No = Non-Customer Initiated

Dealer Initiated Leads (DIL)

In addition to being able to track, report and analyze the dealership sales process on Tier 1 leads, HACC would also like to gain visibility and reporting analytics into those leads that the Dealer has generated on their own. These are defined as Dealer Initiated Leads (DILs) which include the below. CRM’s may have additional DIL categories, but these are the 4 categories included in this program.

1. Phone up leads

2. Walk-in leads

3. 3rd Party direct-to-dealer leads (e.g., Auto Trader leads)

4. Non-endorsed dealer website leads

New Lead Details and View Details Windows

To comply with HACC standards, the lead details and view details windows have been modified.

Here is an example of what the lead details window looks like:

Here is an example of what the view details window looks like. Notice that the view details window is where you will find the different, clickable URL links:

Information has been put together in an organized, easy to read layout that contains several pieces of vital information such as:

• Customer Initiated or Non-Customer Initiated

• Contact Information

  • Preferred Method of Contact

• Preferred Language

• Address

• Vehicle of Interest

• Customer Comments

• Lead Comments

• Sales Appointment Information

• National Do Not Market Information

• CASL Consent

• Sale Details

URLs

Lead Handling Instructions

The data will be in the form of free form text. In some instances, the URL may be embedded into the free form text. In these cases, the CRM user should be able click and navigate (via a new browser window) where they can access the lead handling instructions web hosted information.

Lead Form URL

This URL identified the lead form URL. DealerMine will show this URL to Dealers with the ability for the CRM User to “click” and navigate to source page.

Click to Buy Customer facing Link

HACC has a Click to Buy Digital Retail Solution (DRS) Program that applies to their entire dealer body with Roadster being the single DRS provider. Once a shopper submits a DRS Lead, a shopper facing URL is created where the shopper can view their selected details and continue with the specific online shopping process for up to 30 days as long as they are classified as an active lead in the CRM. By embedding this DRS URL into the outgoing communication template (email) the following benefits will be shared by the customer and dealer:

• Eliminates the need for the customer to search for the original email where the lead was generated to reference the Click to Buy link.

• Both dealer and customer will be assured that the latest configured preferences are being viewed.

Click to Buy Dealer Admin Link

Additionally, a separate dealer facing URL is created containing the specifics of the DRS deal. This benefits the dealer by providing easy reference to details of the transaction intended for dealer use only.

Virtual Video Link

As an added convenience to the customer in the vehicle purchase process, HACC will offer a Virtual Video Appointment (VVA) where the customer can engage with the salesperson remotely. The salesperson will have the ability to deliver the same level of information shared in a traditional in-person appointment including a vehicle walk around for the customer to see specific details of their desired vehicle

Along with the usual lead data, e.g., contact information, vehicle of interest, etc., the prospect will also select the day and time of a virtual appointment. As part of the overall VVA process, the dealer will provide the prospect with a Zoom Virtual Appointment link provided by Autodata Solutions.

How to Work a HACC Lead

When a lead comes into DealerMine from HACC, the lead process is the same as any other type of lead aside from a few exceptions.

In Web Leads > Showroom Leads highlight a lead and double click the highlighted row. The intention is to turn the lead into a prospect. Please note that for HACC, a piece of traffic is automatically created BEFORE the lead is converted into a prospect. DealerMine needed to do this to have the lead details populate correctly when traffic is created. Items like vehicles of interest, trade vehicles and follow up appointments do not show up directly on the Showroom Leads grid. Automatically creating the traffic also helps streamline the process and reduce clicks.

Before you enter a prospect, you may be presented with duplicate leads. As per normal process, you may want to either select Merge & Close or select Not Duplicate, which will remove the potential duplicate in the row. Once you have completed the potential duplicates, you will be able to Add Prospect. Tip: if you encounter many duplicates for some reason, and you need to move forward, you may want to limit the “Select leads from past 30 days to less days” i.e.: 2-3

The next window is the Add prospect Popup window where you will enter the remaining mandatory information about the prospect. You can see that the Add to Traffic Log checkbox is not visible. This is because the traffic has already been created automatically.

After entering the prospect information, click Save.

Normally, you would get an Add Guest to Traffic Log window where you could change the salesperson, type, department, and date. For HACC, this window does not populate as the Traffic has already been created.

You are now redirected to the Profile window where you can select the Traffic Log Hist tab and see the lead that you just created into traffic.

Notice the arrow pointing to the I-Lead Detail. This opens the new View Details window in case you need more information. You can also notice that the follow up appointment has been automatically added to the traffic as well as the vehicle of interest, trade in vehicle and the traffic type is set to Internet Lead.

For the HACC project, we added the vehicle of interest and trade in vehicle to the traffic log even though there is no worksheet created yet. This helps avoid looking for the particulars of the vehicle of interest and trade in. Notice that the worksheet icon is black. This means that the worksheet has not been created yet.

Once you click on the worksheet icon and create/save the worksheet, the worksheet icon will turn green, and the quote is created.

Test Drive and Virtual Video Appointments

When you receive a lead requesting a Test Drive or Virtual Video Appointment (VVA) there are some steps that need to be completed. When a customer wants to book at test drive or VVA appointment, they do not know what dates and times are available. The customer is given the option to enter a date along with a meeting time of Morning, Afternoon or Evening. Based on the HACC specifications, DealerMine needs to convert Morning to 10:00am, Afternoon to 2:00pm and Evening to 6:00pm. It is the responsibility of the dealership to contact the customer to arrange the exact date and time and edit the follow up appointment accordingly. It is mandatory to have Confirms turned on for sales appointments. When a salesperson edits the date/time of the follow up appointment, they will need to click Confirm. For VVA appointments, the confirm button is the trigger to send a request to HACC to receive a Virtual Video Appointment Zoom link. Once received by HACC, HACC will return a Zoom Link URL with the date/time that was entered into the follow up. Failure to edit and confirm the VVA appointment will result in NO VVA Zoom meeting being sent back to DealerMine.

The first step would be to contact the customer to get the exact date and time. You would click Edit on the follow up and enter the desired date and time. After you edit the date and time, you would click confirm to confirm the appointment date and time. If it is a VVA lead, clicking confirm will send the request to HACC for the Zoom Link for the date and time that was confirmed.

Click to Call

If your dealership has Click to Call enabled, you will be able to call a lead prospect directly from the profile window.

Customer In-Market

The objective of customer in-market notifications is to notify the dealer when a customer submits subsequent leads. Traditionally, when a shopper submits a subsequent (duplicate leads) within 30-days of the original lead, these subsequent leads are deduped, and the lead is prevented from being sent to the CRM (Dealer). Instead of sending duplicate leads, Autodata Solutions will send a note on the existing lead as a Change Sales Lead (CSL) message. This will alert dealer that customer is active and is in market.

Click to Buy Leads are excluded from Customer In-Market notifications

Here is how you see Customer In-Market:

1. In Web Leads, the Source of HACC will turn red if the customer is “In-Market”. Once you highlight the lead row, the red will return to black. This was a requirement of HACC that when the customer in-market is read the red notification needs to be removed.

They can continue to be found here:

The knowledge base can also be accessed directly by clicking the link below: