One agent, every channel, one thread
Calls, texts, email, web chat, Messenger and Instagram, answered by agents that read the whole conversation, reply in the customer's language, and say why when a message can't be delivered.
Customers don't pick a channel and stick to it. A shopper submits a lead on Monday, texts on Tuesday, calls on the way home, and sends an Instagram message from the couch. If each of those lands with a different tool, or a different person, the customer explains themselves four times and your team works from a quarter of the story.
IDP's agents answer on every channel your store uses, and every channel writes into the same conversation.
Texts and email from your store
Agents text from your store's registered numbers and email from your domain, signed the way your customers know them. Replies read the whole thread, including calls (from their transcripts and summaries) and anything your team said.
When a customer texts your store, your agent and your team can text them about it for the next 30 days, so a reminder about their own unanswered question doesn't have to go by email. Photos a customer texts are understood, not just noted: the agent knows the photo shows a cracked windshield or a dashboard warning light.
In their language
Agents reply in the language the customer writes in. For your team, any conversation, message or call transcript can be translated into English, and replies can be drafted with AI from there.
Messenger and Instagram
The same agents answer Facebook Messenger and Instagram messages, and conversations from each look like themselves in the console, so your team always knows where a message came from and which channel a reply will go out on.
Write with AI, everywhere your team types
Not every message is the agent's. Every customer-facing field in the console, from a reply in a conversation to a campaign step or a blast, has Write with AI: describe what you want to say, get a draft, and edit it before it goes.
When a message can't be delivered
A failed message used to be a red dot and a carrier code. Now it says why in plain words: the number is a landline, the customer opted out, the address bounced. It says what would fix it, and it never claims a message will still go out when it won't.
Calls belong to the thread too
Calls write into the same conversation: the recording, the transcript, the moments and a summary. Texts sent during a call, like a VIN request, show with the call they belong to. When the next message comes in on any channel, the agent knows what was said on the phone.
Why it matters
The shortest path to a booked visit is the one where the customer never repeats themselves. One thread across every channel is how an agent, and your team, picks up exactly where the last conversation left off.
Questions about this? The agent on this page runs on IDP. Ask it anything here, or how it would work at your store.