Call Alerts That Flag the Calls That Matter

Pick the words that mean money or trouble at your store. Every transcribed call is checked for them, and the calls that contain one are flagged for a manager before the day is out.

Call Alerts turn a store's phone conversations into a short list a manager can actually work. Calls in LeadLocate CRM are recorded and transcribed, and every transcript is read against a list of Alert Keywords that the store writes itself. When a customer says one of those words, or a salesperson does, the call is flagged as an alert on the Call Logs page. The manager no longer has to guess which of the day's calls deserve a listen. The calls raise their own hand.

The keywords are whatever matters to your rooftop. A store worried about deals falling apart watches for cancel, lawyer and refund. A store chasing trades watches for trade in and payoff. A finance manager who wants to know when payments are being quoted on the phone adds payment and monthly. A general manager who wants to know when a competitor comes up adds the name of the store across the street. Keywords can be single words or short phrases, and the list can be as short or as long as the store likes.

This page is the alerting layer. The recording and the transcript underneath it are covered on the call recording and transcription page, and the buying case for recorded calls in general is on the automotive CRM with call recording page. Call Alerts are what turn a pile of recordings into a to do list.

It is Tuesday morning and the used car manager sits down with a coffee and the Call Logs page. Yesterday the store handled a heavy day of calls across the showroom line, the tracking numbers on its ads and the reps' softphones. He opens the alert filter, chooses Alert Calls Only, and the list drops to a handful. Two of them flagged on cancel. One flagged on the name of the store down the road. One flagged on trade in from a customer nobody has followed up with.

He starts with the two cancels. The first is a customer who wanted to cancel an appointment and rebook for Saturday, which the rep handled well; the manager reads the transcript in the lightbox, sees the appointment was moved, and moves on. The second is a customer who signed on Friday and is unhappy about a fee he says was never explained. That one gets a phone call from the manager before ten o'clock, with the transcript of the original conversation in front of him, and the deal stays put.

The competitor call is a coaching moment. The customer said the other store quoted a lower price, and the rep answered by cutting the price instead of asking what the other quote included. The manager plays that stretch of the call for the rep at lunch. The trade in call becomes a text from the rep that afternoon, sent from the two way texting inbox, asking when the customer can bring the car by for an appraisal. Four calls read, four decisions made, in the time it used to take to listen to one call picked at random.

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The keyword list lives on its own page, Alert Settings, reached from Account Settings in the menu controls at the top of the CRM. On the My Account Settings page, the Call Alerts card explains the feature in one line and carries an Alerts Settings button. The Alert Settings page shows the store's Alert Keywords as a table with the keyword, the date it was added and a delete control, with an Add a keyword field and an Add Keyword button beside the introduction. The list belongs to the store, so every rep's calls are read against the same words.

The flags show up where managers already look at calls. Call Logs, under Calls in the main menu, lists every call with its date, call type, caller ID, status, duration, recording and transcript. A call that matched a keyword carries an alert marker in its row. The alert filter sits in the toolbar beside the call type and user filters, with two choices: All Calls, the default, and Alert Calls Only. Combine it with the user filter and a manager sees the flagged calls for one salesperson; combine it with the call type filter and he sees only the flagged inbound calls.

From a flagged row, the recording opens in a compact player and the transcript opens in a lightbox over the log, so the manager reads the exact sentence that raised the flag without leaving the page. The same call also sits on the lead's own record, on the customer communication timeline, in order with the texts and emails around it. Call Logs is on the LeadLocate mobile app too, so the day's calls travel with the manager onto the lot.

Start with the words that cost the store money when nobody hears them. Cancel, refund, lawyer, complaint and attorney catch the conversations that turn into chargebacks, reviews and letters. Words that signal a heated caller belong on the list too, because a frustrated customer rarely asks for a manager in so many words. These are the alerts that protect deals already made.

Then add the words that make money when somebody acts on them. Trade in, payoff, cosigner, down payment and financing all mark a customer who is further along than the lead status says. Appointment and test drive mark a customer ready to come in. The name of a model the store has too many of, or a model the store is short on, tells the desk what customers are asking for this week.

Last, add the words that make coaching easy. The names of competing stores show every time a customer is shopping the deal. Payment and monthly show when a rep is quoting numbers on the phone before the customer has been asked about a trade. A store's own promise, such as a price match or a free oil change offer, shows whether reps are using it. Review the list every month or so. The words that matter in tax season are different from the words that matter in the model year closeout, and changing the list takes seconds.

Without alerts, call review at most stores looks the same. A manager listens to a few calls a week, picked by memory, by a rep's name or by whatever happened to be at the top of the list. The call where a customer threatened to cancel sits unheard between two hundred ordinary ones. Some stores hire an outside service to listen to calls and score them; others buy a speech analytics product that sits beside the phone system and bills per seat. Either way, the flag lives in one system and the customer lives in another, and the manager spends the saved time matching phone numbers to leads.

In LeadLocate the recording, the transcript, the alert and the customer are the same record. The flagged call opens from Call Logs and from the lead, the transcript is one click away, and the rep who took the call is on the row. There is nothing to export and nothing to match up. The keyword list is written by the people who know the store, in the store's own language, and it changes the moment the store's priorities change.

Call Alerts are part of LeadLocate CRM, alongside the recording and transcription they read. The pricing page lists what each plan includes, month to month, and a store comparing costs can set that against what it pays today for a phone system, a call tracking service and a call review product.

Most customer complaints start on the phone. A customer calls to say a fee was never explained, that a salesperson promised something that is not on the paperwork, or that he wants out of the deal. At a store without alerts, that call is heard by one rep, who may or may not mention it. At a store with alerts, the words the customer used put the call in front of a manager the same day, with a recording and a transcript attached. The store answers the complaint with the facts while it is still a phone call.

The same record protects the rep. A customer who says he was quoted a number that was never quoted can be answered with the transcript, calmly and in full. A manager who wants to confirm that reps are describing products and fees the way the store trains them can add those words to the list and read how they are used. Alerts give the store a way to review conversations with purpose rather than by chance.

Your store sets its own policy on announcing that calls are recorded, and the call recording and transcription page covers that side. A customer who asks the store to stop calling belongs on the Do Not Call Blacklist, which hides the contact from every view in the CRM, and stop call or take me off your list are good phrases to add as alert keywords so no such request slips past.

Open Account Settings from the menu controls at the top of the CRM, find the Call Alerts card and click Alerts Settings. Type a word or phrase into Add a keyword and click Add Keyword. It appears in the Alert Keywords table with the date it was added, and every transcribed call from then on is checked for it. Delete removes a keyword just as quickly. The full walkthrough, with what you should see at each step, is in how to set call alert keywords.

Then open Call Logs and set the alert filter to Alert Calls Only. That is the working view. A manager who opens it first thing every morning sees every flagged conversation from the day before, and one who opens it at the end of the day sees what needs a call back before the customer goes to bed. Reading a transcript is covered step by step in how to read a call transcript.

Live Training sessions come with every plan, so bring your first keyword list to one, and the Help Center carries every guide for the phone side of the CRM.

Alerts tell a manager which calls matter. The rest of the CRM is what he does about them. The two way texting inbox is where the follow up text goes out, with a delivery status on the bubble. The unified inbox for dealership communications page describes why texts, calls and emails belong in one place, and the customer communication timeline is where the flagged call sits beside everything else the customer and the store have said to each other.

Lead notifications handle the other kind of alert, the one that tells a rep a new lead or a reply has arrived. The reports dashboard counts calls by user, so a manager can see who is making the calls the alerts are reading. And call forwarding with ring lists makes sure the calls reach a person in the first place, so there is a conversation to read.

What are call alerts?

Call alerts flag the phone calls that contain words your store cares about. LeadLocate CRM transcribes calls and checks every transcript against your Alert Keywords list. A match puts an alert on that call in Call Logs, where a manager filters to Alert Calls Only and reviews them first.

What is a call keyword alert?

It is a word or phrase you add on the Alert Settings page, such as cancel, trade in or payment. When a customer or a salesperson says it on a transcribed call, the call is flagged, so a manager hears the conversations that matter without listening to all of them.

Can we choose our own alert keywords?

Yes. The list is written by your store. Add a keyword with Add a keyword and Add Keyword on Alert Settings, and delete one from the same table. Single words and short phrases both work, and the whole store's calls are checked against the same list.

Where do flagged calls show up?

On Call Logs, under Calls in the main menu. A flagged call carries an alert marker, and the alert filter in the toolbar switches between All Calls and Alert Calls Only. The recording and the transcript both open from the same row.

Do call alerts cover inbound and outbound calls?

Yes. Recorded calls in either direction are transcribed, whether a customer called one of the store's tracking numbers or a rep called out from the softphone, and each transcript is checked against the store's Alert Keywords.

Do call alerts cost extra?

Call Alerts are part of LeadLocate CRM, alongside the call recording and transcription they read. The pricing page lists what each plan includes, and every plan runs month to month.

Call Alerts, call recording and transcription come with LeadLocate CRM on a month to month plan. Watch the recorded demo, or talk to us about the words your store should watch for first.

Prefer to talk right now? Call or text 844-376-2274.