Reach
Configure automated lead follow-up, re-engagement campaigns, and inbound sequences for SMS and email outreach.
Reach is DealerAI's automated outreach system. It handles proactive communication with leads and past customers through SMS and email — sending the right message at the right time without requiring manual effort from your team.
Overview
When a customer enquires about a vehicle or service, Reach ensures they don't fall through the cracks. It automates:
- Follow-up messages to new leads who haven't responded
- Re-engagement of contacts who have gone cold
- Inbound sequences that respond to specific customer triggers
- Forward Leads configuration for routing ADF leads to the correct agent
- Fall-through handling for leads that haven't been actioned within a threshold
Navigate to Reach in the sidebar and select your dealership to access these settings.
General Configuration
The General Configuration tab contains the master settings for Reach:
| Setting | Description |
|---|---|
| Reach enabled | Toggle to turn automated outreach on or off for this dealership |
| Default channel | Whether to prefer SMS or email for outbound messages |
| Opt-out handling | How to treat customers who have unsubscribed |
| Timezone | The timezone used to schedule messages at appropriate local times |
Follow-Up
Follow-Up sequences are sent to new leads who haven't replied after initial contact. Configure message intervals and copy to keep your dealership top-of-mind without being intrusive.
Setting up a Follow-Up sequence
{{first_name}}) for personalisationFollow-Up sequences stop automatically when a customer replies or opts out. You do not need to manually remove them once they engage.
Re-Engagement
Re-Engagement sequences target customers who previously enquired but have since gone quiet. These are typically sent days or weeks after the last interaction.
Configure re-engagement in the same way as Follow-Up — define a series of timed messages with personalised copy to reignite customer interest.
Inbound Sequences
Inbound Sequences are triggered by specific customer actions, such as submitting a web form or responding to a specific keyword via SMS. Each sequence can be configured with:
| Option | Description |
|---|---|
| Trigger | The event that starts the sequence (e.g., ADF lead received, keyword reply) |
| Channel | Whether to respond via SMS, email, or both |
| Messages | The series of messages to send, with timing between each |
| End condition | When the sequence stops (customer replies, appointment booked, etc.) |
Forward Leads
The Forward Leads section determines how ADF leads arriving by email are routed. You can configure which agent handles leads from specific sources (AutoTrader, Cars.com, your website, etc.) so each type of enquiry is handled by the most appropriate agent.
Fall-Through
Fall-Through catches leads that have passed through all sequences without converting. Configure a final action for these contacts:
- Send a closing message
- Flag them for manual follow-up by a staff member
- Archive and stop all outreach
Use Fall-Through to ensure no lead is silently abandoned without a deliberate decision.