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What’s new

Shipped, most days.

IDP changes for the better most days of the week. Here’s what changed for stores, in plain words, with the newest first.

  1. October 2026

    PeopleVoice

    When only a person knows, the agent calls them

    • Requests for your team now have an owner: the person or team the customer asked for. Take it or assign it from Needs a person.
    • With Owner first on, the owner is alerted alone, and everyone else only if they don’t take it in the time you set, counted in store hours.
    • Before the rest of the team is told, the agent can phone the owner in your agent’s voice, answer their questions about the request, read the reply back word for word and send it once they say yes.
    • Owners can also answer from the alert itself: “Reply 3 to take it, or 3 and what to tell Dana.”
    How it works
    VoiceMessaging

    Callers can text a photo of their VIN

    • A caller asked for their VIN can reply with a photo of it. The agent reads the VIN, checks it and confirms the last four.
    • When the store already has the caller’s VIN, the agent confirms it instead of asking again, and a texted VIN is saved with the vehicle for next time.
    • You can choose a fixed text for the follow-up after an unsuccessful call, with the customer’s, store’s and agent’s names filled in.
    • Your text agent now knows what a customer’s photos show, not just that photos arrived.
    How it works
    VoiceConsole

    Call recordings show what happened as they play

    • As a recording plays, each moment (a text sent, a reply received, a booking made) lights up beside the transcript.
    How it works
  2. Website chat

    The website chat follows what a visitor reads

    • When your site names the section a visitor is reading, the chat’s invitation changes to that item on larger screens.
    • On phones the invitation steps aside once the visitor reads on, and a chat they open leads with what they were reading.
    • A chat opened on a catalog item offers that item’s question once, then your own starter questions.
    • Buttons on your website can open the chat, with a question already asked.
    How it works
    Results

    Credit that’s harder to earn, and easier to read

    • Revenue shows your agents’ own dollars and their share of the store’s book.
    • A call that reached voicemail no longer earns credit for a later visit.
    • Visits are credited only to an agent from the matching department: service agents for repair orders, sales agents for vehicle sales.
    • Store bookings show the service and who booked them, and Home and Results agree.
    How it works
    ConsoleMessaging

    Write with AI on every customer-facing field

    • Replies, campaign steps, blasts and every other customer-facing field can be drafted with AI and edited before they go.
    • Texts sent during a call show with the call they belong to.
    • Message blasts can be sent from any store.
    Website chatConsole

    Import and export your catalog as a file

    • Vehicles, specials and services in your catalog can be exported, edited and imported as a file.
  3. BookingResults

    One appointment book across your connected systems

    • IDP keeps one book of your store’s appointments from every connected system that can list them, starting with Dealertrack. A visit held in two systems counts once.
    • Every booking and dollar says who earned it: booked directly by an agent, or influenced, when the store or a teammate booked after an agent’s conversation.
    • Bookings your agents made show the advisor, services and vehicle the store’s system holds for them.
    How it works
    Voice

    Callers can text your agent the details that are hard to say

    • The agent texts the caller for a VIN, plate, email or address and holds the line while they reply. A VIN is checked before it’s used.
    • If the text can’t reach the caller, the agent hears it at once and asks on the call instead.
    • While the caller is on the phone, their reply goes to the call, so they don’t get two answers.
    How it works
    Campaigns

    Blasts get their own page

    • Blast reach counts each person once.
    • Blast emails can be written in HTML, keep their design in Gmail and Outlook, and always carry your store’s mailing address and an unsubscribe link.
    How it works
    Voice

    Transferred calls show every step

    • The call view shows the destination, the ring, the introduction, how long staff took to decide, and the connection.
    How it works
  4. VoicePeople

    Screened transfers

    • The person who answers hears who is calling and why, and decides: press 1 or 2, say yes or no, or either.
    • Pressing 1 puts the caller through at once, and staff get their full “Give up after” time once the introduction ends.
    • Each destination says who it is, when to send callers there, its hours and where to go if nobody answers.
    • Transfers work on calls your agent places, too.
    How it works
    People

    Work every request for your team on one page

    • Needs a person quotes the customer’s actual question.
    • Reschedule a customer’s appointment right from Needs a person.
    • When a request is marked done, choose whether the agent carries on or the conversation closes, and leave a note.
    How it works
    Messaging

    Failed messages explain themselves

    • A message that can’t be delivered says why in plain words and what would fix it, and never claims it will still go out.
    How it works
    Messaging

    Text back customers who reached out

    • When a customer texts or calls your store, your agent and your team can text them about it for 30 days. Marketing texts still need written consent.
    • Translate a conversation, its messages and call transcripts into English, and reply with AI.
    • Marketing texts follow Florida’s and Oklahoma’s hours.
    • A dealer group can register texting once for all its stores.
    How it works
  5. People

    Tell your agent what to do for one customer

    • Tell the agent the answer in your own words; it writes the reply in its voice and sends it.
    • Give the agent a job for one customer. Before anything is sent you see the plan, what it may say and offer, what it won’t do, and the exact message.
    • The agent keeps working until the job is done, or tells you how far it got.
    • Your agent goes by the name your customers know, and a hang-up no longer clears a request your team still owes.
    How it works
  6. VoiceConsole

    Call customers from the dashboard

    • Your team can call a customer from the dashboard, from your store’s number. Every call is recorded, transcribed and summarized, and signed by the person who placed it.
    • Anything the customer asked to be contacted about becomes that person’s follow-up.
    • Your store’s logo and color show in the sidebar.
    How it works
  7. CampaignsBooking

    Appointment reminders and win-back campaigns

    • Send messages a set time before or after each appointment, or when one is booked, moved, cancelled, kept or missed. A waiting message is dropped when plans change.
    • Win-back audiences reach people whose last visit was a chosen number of days ago.
    • Agents can check availability, book and cancel service appointments in Tekion.
    • A booking goal counts a booking however it was made.
    How it works
  8. Campaigns

    See where every person in a campaign is, and why

    • The campaign People view shows each person’s stage, and why they left, in plain words.
    • Phone agents transfer when they can, and website callbacks save what callers say.
    • Agents you can tell apart at a glance.
  9. VoiceMessaging

    Faster calls, contact photos, and social that looks like itself

    • Faster phone calls and bookings.
    • Contact photos on every face.
    • Facebook and Instagram conversations look like themselves.
  10. Messaging

    Email that protects your sender

    • New contacts’ email addresses are checked before their first email.
    • Email that keeps bouncing stops, and a struggling sender slows or pauses on its own, with a clear note on what to do.
    • Book with the car they drive, or the car they want from your stock.
    How it works
  11. MessagingIntegrations

    Texting permission follows what customers say and do

    • STOP, START and HELP replies name your store, and HELP gets one reply.
    • Dealertrack service scheduling.
    • A Calendar of everything coming up, and booking for someone who isn’t a contact yet.
    How it works
  12. Voice

    Every transfer tracked to where it went

    • Every transfer is tracked to the person or department it went to.
    • Texts the agent promises during a call reach the customer.
  13. PeopleIntegrations

    Questions only your team can answer go to your team

    • Scheduled actions can be changed where you see them.
    • WhipFlip leads come straight in, and large lists add to an audience in seconds.
    • One view of every integration in Settings.
  14. People

    Teach your agent from any conversation

    • Teach the agent what it should have known, right from the conversation.
    • Agents schedule the follow-ups customers ask for, and look up your hours, FAQs and documents on their own.
    • Campaigns remember why each person left, in their own words.
  15. IntegrationsBooking

    Leads linked to your CRM

    • Leads that match your CRM are linked, and lead-status rules apply.
    • Book, reschedule and cancel appointments from a contact’s record.

  16. September 2026

    Results

    See what every booking became

    • Bookings are followed to verified visits and closed repair orders, in your dealership’s own words.
    • Each agent’s bookings, and what they became, on their own.
    How it works

Answered.Followed up.Booked.

See IDP on your calls, your leads and your systems. We’ll map one workflow with you and run it end to end.

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