How Miles Hands Conversations to Your Team

Miles answers routine questions on its own. When a conversation needs a person, or Miles isn't sure, it stops, tells the customer someone will follow up, and hands the conversation to the right person on your team with a summary. It doesn't guess, and it doesn't send a reply that breaks your rules.

Before Miles replies, a person takes over when the customer:

• asks for a person ("talk to a real person", "are you a bot?");
• asks for a best or out-the-door price, whether you can do better, or financing terms (on by default; you can turn it off);
• uses one of the urgent words your dealership sets;
• asks the same question three times;
• is in a long conversation: more messages than your limit (10 by default), or past 30 minutes and more than five messages.

After Miles drafts a reply, the reply is held back and a person takes over when:

• Miles' confidence is below the threshold you set (60% by default);
• the reply would commit to a price or payment, make a guarantee, promise what a warranty covers or a delivery date, or touch a topic you've prohibited;
• something goes wrong while Miles is working on the reply.

Miles can also decide on its own that the customer needs a person. Then its reply (usually saying so) goes out, and the conversation is handed off the same way.

Your thresholds, urgent words and prohibited topics are set in Miles Studio, and each change is tested against sample conversations before it goes live.

When a rule is triggered before Miles replies, the customer gets:

“I appreciate your patience! Let me connect you with one of our team members who can better assist you. Someone will be reaching out shortly.”

When Miles holds back its own reply, they get:

“Thanks for your message! A member of our team will follow up with you shortly.”

Either way, the conversation stays in the same text thread, email thread or chat window, and the next reply comes from your team. The reply Miles held back is never shown to the customer.

1. The lead's own salesperson, if they have one.
2. Otherwise, if the customer's next appointment is a service visit and you've chosen a service team, that team.
3. Otherwise, the next person in your sales rotation (whoever was assigned least recently).

The conversation is marked as handed off in the inbox, with:

• why it was handed off;
• what the customer wants, their budget, timeline and trade-in, from what Miles has gathered;
• any appointment they have, and their last message;
• the reply Miles held back, if it held one, marked as not sent.

Miles stops answering that conversation until someone returns it to Miles. Your team can also take over any conversation themselves at any time with one click.

For a first week where nothing goes out without a person, turn on shadow mode in Miles Studio. Miles drafts every text, email and web chat reply; your team sees the draft in the inbox and sends it, edits it or discards it. Miles can't book or change appointments on its own in shadow mode. Phone calls are still answered live.