Track a vehicle inquiry and the next conversation

A shopper asks about a vehicle while the sales team is helping someone on site. Capture the inquiry and assign follow-up with the vehicle reference attached.

Before you start

Use an authorized workspace with Form builder and Pipeline follow-up enabled in Plugins. Both start disabled. Choose who will review responses and own the resulting opportunities. A connected mailbox is needed only when you send a reply.

Explore the fictional workspaces to see the shared interface. There is no dedicated demo for this industry; the example adapts existing capabilities rather than claiming a preconfigured industry product.

Work through this example

A fictional buyer asks about a listed vehicle and mentions a trade-in. The salesperson needs to confirm availability before offering an appointment.

Capture. Name, email, vehicle reference, callback window and whether a trade-in discussion is requested.

Decide. Check the vehicle’s current availability in the inventory system and record the outcome on the opportunity.

Hand off. Assign the next contact with confirmed viewing options. Keep valuation and finance review in their established process.

Complete the workflow

1. Include a name and usable email address so the reviewed response can be linked to a customer. Open Forms and create a draft called Vehicle inquiry. Include contact email, vehicle reference and callback preference.

2. Preview the form, save it and publish its share link. Submit one fictional example through that link before using it with customers.

3. Open Responses, review the example and accept the appropriate response into the pipeline. Check the matched contact instead of creating a second record for the same person.

4. Open the resulting opportunity in Pipeline. Record an owner and the next action: Verify the vehicle details and arrange the next conversation.

5. Enable and run Pipeline follow-up from Plugins. Use its findings to review stale opportunities or overdue next actions, then update the source record. The report itself does not send a message.

Check the result

The accepted response is represented in the pipeline with the correct customer context and a recorded next action. The follow-up report gives the owner a reason to inspect a record when its update or next action becomes overdue.

Adapt it for your business

Connect a dealer-management or inventory system before presenting availability or prices as live facts.

For a coded variation, use Build an extension and include this example’s decision, owner and completion check in your development brief. Keep customer identity and task history in the shared services.

What to check

If a response cannot be accepted, check for a usable email address and whether it was already reviewed. If the report is empty, inspect its coverage and the opportunity dates. To send a reply, open the conversation and verify the sender connection and recorded send result.

Plugins must be enabled for their operations to run. Hosted infrastructure and connected providers may have costs; AI conversations use your configured model. Keep each human decision required by the action’s policy, and verify the result in the source screen before relying on it.