Knowledge Base · Offline Notepad

A. Availability

Predefined Content:

Im pleased to let you know that this VEHICLENAME is still available. To ensure there are no pending deals, Ill arrange for the dealer to reach out to you directly.
According to the information we have, this is available. I can have the dealer reach out to confirm there aren't any pending deals.

B. Shipping / Delivery

Predefined Content:

I can ask the dealer to inform you, if they offer possible shipping to XX.
I'll inform the dealer about your location and inquire if they can arrange possible shipping for your convenience.

Shipping Let's get you connected with the dealership to chat about the possibility of getting this vehicle shipped to XX!

C. Long distance VDP

Predefined Content:

Thank you for letting me know. Because I am a CarGurus agent, I am unable to confirm or guarantee if this dealership is able to accommodate the distance for this VEHICLENAME, would you still like me to submit your information so that DEALERNAME can follow up with you to discuss this VEHICLENAME further?

D. Test Drives

Predefined Content:

Great! I'll arrange for the dealership to set up an appointment for you to see or test drive this XX.

Required Additional Steps:

Same Day / Next Day Test Drives: We MUST include dealer hours for the day specified and provide the tracked phone number.
Customer Specifies a Day (NOT same / next day test drive): We MUST provide the dealer hours for the specified day.

3.Customer says they’re on their way: Assure the customer we will let the dealer know they will be in soon and encourage them to call the dealer. Provide the tracked phone number.

Test Drive Great! I'll arrange for the dealership to set up an appointment for you to see or test drive this XX.

E. Vehicle Details

(VehicleDetails No): I've checked, but I couldn't confirm if this vehicle has XX. Not to worry though! I'll make sure to ask the dealer on your behalf and provide you with all the details. Expect to hear from them soon about whether VEHICLENAME has what you're looking for.

Vehicle Details NoI've checked, but I couldn't confirm if this vehicle has XX. Not to worry though! I'll make sure to ask the dealer on your behalf and provide you with all the details. Expect to hear from them soon about whether VEHICLENAME has what you're looking for.

(VehicleDetails Yes): Great news! I've confirmed that this vehicle does have XX, just as you were hoping. Is there anything else you're looking for or any other questions I can help with?

Vehicle Details Yes Great news! I've confirmed that this vehicle does have XX, just as you were hoping. Is there anything else you're looking for or any other questions I can help with?

Note: We don't need to let the shopper know that we will let the dealer know but make sure to include what was confirmed in the lead notes for the dealer to follow-up.

Templates vs Tagging

Great news! I've confirmed that this vehicle does have XX, just as you were hoping. Is there anything else you're looking for or any other questions I can help with? a. We used vehicle details yes, but we tag it vehicle history.
I've checked, but I couldn't confirm if this vehicle has XX. Not to worry though! I'll make sure to ask the dealer on your behalf and provide you with all the details. Expect to hear from them soon about whether VEHICLENAME has what you're looking for.

a. We used vehicle details no, but we tag this vehicle history. We would have sent a CarFAX or AutoCheck if it had been available.
Use Vehicle History – title, number of accidents, number of owners or type of ownership.
For Questions about Condition, Maintenance, Service History, or Accident Details: These are considered CarFAX or AutoCheck if we send one, or vehicle history if we don’t.

Probing - Vehicle Details No

Instead of asking if the customer wants to purchase or set up an appointment when they're just inquiring about vehicle details, you can use:

Do you have any other features or options you are looking for in this car?
Would you be interested in other car brands that have a sunroof?

These questions are more open-ended and help guide the conversation based on the customer's interests.

F. Photos

How Many Photos are on the VDP?

Greater than 5 photos: We should ask them specifically which photos they would like to see.

*Less than 4 or zero photos: For better engagement with our customers, we should ask them specifically which photos they would like to see, especially if they simply ask, 'Can I see pictures'.

Get That Email Address!

If a customer asks for photos, we need to make it clearer why we need an email address from a customer. So, when confirming the email (returning customers) or asking for the email, we must include the phrase "with those photos" at the end.
For webs, if you don’t get an email, probe one more time to see if the customer will give one.

Ex. “It is much easier for the dealer to send photos through email. Would you mind providing your email address?”

Vehicle Details Yes?

Boston has decided we can use information we get by looking at the photos on the VDP if we are very careful about how we present it to the customer. We are required to say, Looking at the photos, it appears that...

The example we had was a customer asking if the car had push start. Keyless remote was listed, but no information on the start or ignition.

There was one photo of the dash that showed a push button for a starter. Because of this, we would say, "looking at the photos, it appears that this VEHICLE may have a push start. I can ask the dealer to let you know and confirm".

DO NOT Say the Following Phrases:

“Great news! I've confirmed that this vehicle does has push start button.” - we have no information that says this, just photos.
“The photos show this has push start.” - saying "this has a push start", even though we referred to the photos, is too definitive. We must tread lightly by including soft words like "it appears this may have"

If you are not sure how to reply in these cases, please ask a TL or SME for help.

Photos I understand how important it is to see [inset specific request] photos/videos of the VEHICLE. I'll make sure the dealership reaches out to you and provides the specific images/videos you're looking for.

G. Pricing / Pricing Listed

Pricing w/o the "Blue Start Button"

Predefined Content: Looking at my resources, this CARNAME is listed for $X,XXX. Please note that this price excludes certain taxes, fees, and/or charges. Here’s what I’m going to do: I’ll ask the dealer to inform you if they will accept your offer of XX.

Pricing with the "Blue Start Button"

Predefined Content: Looking at my resources, this CARNAME is listed for $X,XXX. Please note that this price excludes certain taxes, fees, and/or charges. In the meantime, you can use the ‘Blue Start Purchase Button’ located on the right side of our website to know the breakdown of the price. Please note that the dealer will still be the one to finalize it.

Side Note: Pricing History There is a spot on our VDP that provides pricing history. We are able to quote that information to the customer.

Example: “I’d be happy to have a specialist on site follow up to let you know why the price has decreased.”

Pricing Listed

Predefined Content: Based on the listing information I have, this [VEHICLENAME] is listed for $[XXXX]. I’d be happy to ask the dealer to confirm the price and discuss it further with you.

Is the Vehicle New or Used?

New: We should use the Pricing Listed predefined content if a price is listed in our VDP. If the price is on the dealer's website, we need to inform the customer that we don't see pricing for the car. Instead, we will connect them to the dealership so they can discuss the price

Used: We should use the Pricing Listed predefined content if a price is listed in our VDP or in the dealer's website. If the customer is asking about the cash price, customize the predefined content to specify it is listed for $xxxx cash

If a price is not listed

Predefined Content: Currently, I'm experiencing a technical issue prohibiting me from seeing the listed price for this CARNAME. I'll go ahead and connect you to the dealership so they can provide you with the price for this vehicle.

Pricing for New Cars Update If a customer inquires about the price of a NEW car and it is not available in our VDP, do not provide the price on the dealer's website. Instead inform the customer that we will connect them to the dealership to discuss the price further.

DEALER NOTES - If a customer specifies that they have a "condition" we need to make sure to include that in the dealer notes.

We will want to make sure to word it appropriately as some customers may sound hostile. We work for the dealers so we want to make sure it comes across professional.

Ex: Customer -If the dealer will accept my offer of 25k, I will purchase on Friday. Dealer Notes- Customer would like to purchase on Friday (date) if their offer of 25k is accepted.

Ex: Customer -I only want to be contacted if the dealer will accept my offer, do not contact me unless it is accepted. Dealer Notes - Customer would like to be contacted if there offer of 30k is accepted, not interested otherwise.

Pricing Negotiate Update

If a customer wants to negotiate the car price, and they mention their offer, let them know you'll relay it to the dealership. If they don't have an offer, politely ask how much they are willing to pay?

Sample Verbiage: Thank you for your interest in this CARNAME! Could you please let me know your offer? I'll pass it on to the dealer, and they will get back to you with their response.

Start Purchase Button Update Effective Immediately: When a customer wishes to negotiate the price, please do not recommend "Blue Start Purchase" button. This is because the price cannot be edited in the Start Purchase, and we want to prevent any potential customer dissatisfaction.

Listed Price Based on the listing information I have, this [VEHICLENAME] is listed for $[XXXX]. I’d be happy to ask the dealer to confirm the price and discuss it further with you.

Pricing Looking at my resources, this [CARNAME] is listed for $[X,XXX]. Please note that this price excludes certain taxes, fees, and/or charges. Here’s what I’m going to do: I’ll ask the dealer to inform you if how much would be the total price.

H. Trade-In

Predefined Content:

a. I can ask the dealer to discuss with you the possibility of trading in your VEHICLENAME.

Required Additional Steps:

After sending #ContactInfoText, check if the customer sent us any information on their trade. If they did- great! Continue the conversation as normal. If nothing about their trade was mentioned, we MUST probe for trade details:

Predefined Content:

Would you like to provide any details about your trade-in such as year, make, model, or mileage?

TRADE-IN VALUE JOB AID and LINK: https://www.cargurus.com/research/car-valuation

Sample Verbiage:

Hi there! If you're looking for an estimated trade-in value for your car, simply click the link below. Please note that this is only an estimate, the final value will be determined by the dealership. LINK

Trade In Great! I'd be happy to ask the dealership to discuss the possibility of trading in your VEHICLENAME with you.

I. Financing

Financing with Pre-Qualification

Based on the listing details, it looks like pre-qualification is available for this CARNAME. This is a soft credit pull that gives you an idea of what financing rates might look like for this car. Also, the actual financing will need to be completed at the dealership. however, pre-qualifying now can help streamline the process.

Financing with Blue Start Purchase Button

Looking at the listing I can see that this CARNAME is enabled with our Start Your Purchase Online service. This is a great way to submit a no pressure digital deal to the dealership. Within this experience you can certainly set up financing and generate real rates so when you get to the dealership, they will have your financing set up and you can save up to 2 hours at the dealership. Would you like assistance in getting started?

CarGurus Financing FAQ Page Pre-qualification on CarGurus means getting pre-qualified for auto financing from a participating lender before visiting a dealership. Lenders review your info without affecting your credit score. If pre-qualified, you can see estimated payments and loan offers for vehicles you're interested in. Just keep in mind, it's for one personal-use vehicle and may not include all lenders.

Feel free to learn more on our FAQs page! https://www.cargurus.com/Cars/finance

For any questions regarding your prequalification, please visit the CarGurus Financing page: https://www.cargurus.com/Cars/finance

Loan Calculator - Available in VDP

In the meantime, feel free to utilize the loan calculator located on the vehicle details page, accessible under the price history section.

This tool can provide you with an estimated monthly payment based on factors like your down payment, credit score, and loan term. It's important to note that while this tool offers estimates, it doesn't guarantee rates. For specifics, I'll be happy to connect you with the dealership to discuss financing details further.

Loan Calculator - Unavailable in VDP

We're thrilled to learn about your interest in financing for VEHICLENAME. To gain insights into potential monthly payments, down payments, and interest rates, feel free to utilize the CarGurus loan calculator page: https://www.cargurus.com/Cars/finance/calculator

It's important to note that while this tool offers estimates, it doesn't guarantee rates. For specifics, I'll be happy to connect you with the dealership to discuss financing details further.

CarGurus Financing

Thank you for your interest in financing for ! Just to clarify what type of financing have you started on CarGurus? Your input will help us assist you better!

Are you referring to a prequalification you started on CarGurus?

If the topic is about 'pre-qualification' 'pre-approved' we still need to tag 'Financing'.

We have to educate the customer that they need to be logged in to their CarGurus account to see their pre-qualifications status.

Customer states: "I'm approved/pre-qualified."

Reminder: This is a guide so, tailor your responses and probing questions accordingly.

Step 1: Check the Vehicle Details Page (VDP) for a "View Financing Options" feature. Step 2: If financing options are available on the VDP, PROBE whether the customer applied directly with CarGurus or with the Bank.

Directly through CarGurus:

Acknowledge their pre-qualification through CarGurus.
Inform them that the selected listing is currently available, and you will advise the dealer to ensure no deals are pending on that specific vehicle. (tailor your response). Not necessary to inform the availability [If no longer showing, advised that the vehicle has been] Instruct the customer to print or have their pre-qualification certificate readily accessible on their phone or device to present to the dealer upon their visit. Provide guidance on locating their certificate: "You can find your pre-qualification certificate by visiting this link: Check this link where they can find their certification. Prequalify for New and Used Auto Loans - CarGurus" This link will help you answer any questions they might have about their pre-qualification.

Probe them how much they're approved for so we can give the dealer a heads-up

Directly with a bank: Acknowledge their pre-approval/pre-qualification with their lender. Inform them that you will notify the dealer that they have secured financing with their own bank. Advise the customer to bring all necessary documentation, such as their approval certificate, when they visit the dealership. Inquire about their approved loan amount to give the dealer a heads-up Sample verbiage: To help the dealer prepare, would you be comfortable sharing the general amount you've been approved for?"

Step 3: Next Steps: Connect the customer to the dealership for the steps in the buying process. Request and verify their contact details to ensure a smooth handoff to the dealer. Ask if they have any other questions or specific information they would like to discuss about the vehicle before being connected. Close the conversation professionally

J. Purchase

Hi Everyone

Reminding everyone to probe the customer's concern before we assume and send our response.

If the customer asked, 'What's your payments' or 'Can you make payment,' let's not assume that this is immediately related to 'payment methods to purchase' or 'Financing payments.' Let's probe first on what they specifically mean by 'payments.'

Sample: "I'll be happy to check this for you but just to clarify, when you say payments, are you referring to the financing such as monthly and down payments or the payment methods to purchase this CARNAME?"

You may customize this response according to the scenario you may experience.

If you have any additional questions, you can ask your perspective TL's and we can discuss it with them.

Digital Checkout Opening

If you have completed your digital deal, congratulations! As a CarGurus agent, I can't handle purchases directly. However, I'll ensure to connect you with the dealership to discuss next steps.

Digital Checkout Start Button

To begin your purchase, you can return to the listing and look for a blue 'Start Purchase' button. Clicking this button will guide you through the process of generating your online deal.

K. Vehicle History

Hello Everyone

Our client would like us to provide any information that's available in the Carfax related to our customer's concern.

Sample: The customer was asking about the nature of the accident. According to the Carfax, there were specific details about the damage. This could have been provided to the customer.

Sample Verbiage: "Upon checking the Carfax, it says that this CARNAME had minor to moderate damage, and those damages are located on the right side, right rear, and right front. Here is the link to the Carfax LINK

To provide you with complete information, I can inform the dealer to get in touch with you and have them discuss the history of the damage with you further. Would you like me to proceed?"

A deduction of 5 points under the ‘Next Steps’ QA line item will be given if not applied moving forward.

UK and CA Tagging Reminder:

If a customer from the UK or CA asks for the history of the car and we can't provide it, we tag it as Vehicle Details.
If a customer from the UK or CA asks for the history of the car and we can provide it, we tag it as Vehicle History.

CarFax Link

Whenever we provide the link for the Carfax report of the car, please ensure to ask the customer if the link is working on their end. This is to confirm that we have assisted them effectively and that the link is functioning properly. If the customer does not respond when you asked them to check the link, just proceed to the next step of our chat flow.

Sample Verbiage:

Thank you for patiently waiting and good news! My information shows that it has no title issues reported. Here's a link below of its Carfax for the detailed information: LINK

I can have the dealership confirm those details as well. Can you confirm that you were able to view the report using the link that I sent?

(Carfax not accessible)

Thank you for reaching out CK. I've checked the information. It seems the Carfax report is not yet listed on our website. Nothing to worry, I will have someone from the dealership to reach out you for the details.

Scenarios Where the CarFax Link is Working/Not Working

Scenario 1: If the customer can access the Carfax Link you provided you can say "Great! I'll make sure the dealer will go over that report for you".

Scenario 2: If the customer cannot access the CarFax Link, you can say: "I apologize if the link isn't working. Please try this (Dealer's Website VDP LINK) to access the Carfax directly for this CARNAME. The dealer will contact as soon as they're available to discuss the report further".

Scenario 3: If customer is unresponsive after we provide the link: "Hey! CUSTOMER, just want to check if you could access the CarFax report link I sent. Please let me know if you encounter any issue.

2nd check back: Provide the dealer's website VDP link + RECAP + ask for any further assistance then CLOSING SPIEL

Dealer's Website

For every interaction that we cannot open the dealer's website and need to provide the dealership's Hours of Operation, we should also provide the phone number so our customer can verify the hours directly.

Sample Verbiage:

Here's the phone number of the dealer so you can call them before you visit, ensuring they are ready to assist you.

No Car History

I've checked but couldn't find a history report for this VEHICLE. Don't worry! I'll have the dealership reach out to you to discuss the VEHICLE's history.

Recap Update

If the customer has multiple concerns, please do a quick recap before ending/ closing the conversation.

Sample Verbiage:

Just a quick recap, we talked about the availability and photos of this car. Do you have any other questions that I can assist you with?

REF ID REMOVED (MOBILE)

No REF ID (MOBILE) - Guiding the customer on how to send the reference ID.

Goal: To obtain the REF ID while maintaining a helpful, professional, and reassuring tone.

Sample Opening Spiel:

"Hi there, this is Emeflor from CarGurus. Thanks for reaching out about the [VEHICLE NAME]!

It looks like the text message you sent didn't include the unique reference ID we need to pull up all the details of that specific car. No worries at all – this sometimes happens!

To help me quickly find the vehicle you're interested in, could you please take these two quick steps?

First, let's go back to the car's listing page on CarGurus.

Second, we just tap the button that says "Text". This will automatically send the reference ID I need.

Please let me know once you've sent it, and I'll be happy to provide you with all the information you need!"

Support Path - No REF ID but the customer is still looking at the listing.

This article will provide updates on handling no REF ID scenarios for SMS.

Sample Opening Spiel:

“Hi there, thank you so much for reaching out to CarGurus. Typically when a customer utilizes our SMS feature for a vehicle an 8-9 digital number appears that provides us with the vehicle and dealership information. Are you able to provide a link to the listing you are inquiring about?“

If the customer is able to send VDP Link

Response

Perfect! I am able to look at the (Insert vehicle info) what questions do you have about this vehicle? “

Your job now is to utilize the provided VDP by the customer to answer any questions the customer has about the vehicle. From there you can follow-up with one of two responses (Always be sure to customize your response to fit the flow of the conversation)

Follow-up response if Dealer info is available.

“You can follow up with the dealership at (insert #) to confirm (Insert what they need to confirm at the dealership)”

You can still follow required red word phrasing or any additional information that the customer should know. The only difference is the customer needs to follow up with the dealership.

Follow-up response if Dealer info is NOT available. “You can follow up with the dealership by filling out the contact form directly on the Vehicle Detail Page. “

You can still follow required red word phrasing or any additional information that the customer should know. The only difference is the customer needs to follow up with the dealership.

If the customer is looking at the VDP but unable to send the link to the VDP

Response

Great! Please let me know when you return to the listing.

If the customer CAN see the contact form when asked.

Perfect! Looking at the vehicle listing. If you scroll down are you able to see a contact form? If so, you can simply fill out the form and a dealer specialist on site will follow up with you to answer any questions you may have!

Follow-up response if customer does NOT see

No worries! If you select “Request Info” that contact form should populate allowing you to submit a request to the dealership so that a specialist on site can follow up with you to answer any questions

If a customer is no longer looking at the VDP or able to send a link

Response

Not a problem at all! If you are able to return to CarGurus you can simply conduct a search and select “Request Info” to submit a contact form to the dealership.

If customer finds VDP and has questions

I would be happy to Assist. Are you able to provide a link to the listing you are inquiring about?

Follow-up response if Dealer info is available.

You can follow up with the dealership at (insert #) to confirm (Insert what they need to confirm at the dealership)

You can still follow required red word phrasing or any additional information that the customer should know. The only difference is the customer needs to follow up with the dealership.

Follow-up response if Dealer info is NOT Available.

You can follow up with the dealership by filling out the contact form directly on the Vehicle Detail Page.

You can still follow required red word phrasing or any additional information that the customer should know. The only difference is the customer needs to follow up with the dealership.

REF ID ISSUE - WED

For those encountering chats with NoRefID issues, instead of giving steps to exit the chat window—which might confuse the customer—please follow these steps:

Refresh the Lead Form in LP. When a chat (Web) comes in without a reference ID, agents should refresh the lead form in LP. If the customer is navigating through different listings, LP might have issues loading the reference ID, leading to this problem.
Ask Customers to Refresh/Reload the Listing Page. Instead of instructing them to exit the chat window, we should politely ask customers to refresh or reload the listing page. This may help resync the listing with LP and retrieve the reference ID. After the page reloads, the CarGurus chat window should pop up again where they can continue the chat.
Refresh again the Lead Form in LP. If all else fails, check page navigation, if you can see multiple listings ask the customer which car they are inquiring about and assist.
If the reference ID still doesn't appear/if there's too multiple link and we're unsure, let's ASK FOR THE LINK and do our best to still assist the customer.

Sample: “Could you please refresh or reload the listing page? This will help us sync the details with our system.”

REF ID Won't Load - Steps

Ask for the link first

I appreciate you reaching out to us. I'd like to help, but I couldn't find the listing you're inquiring about. Could you please provide us with the link to the listing? This will help me best serve you today. Thank you!

No link

If you're unable to find it, you can also return to the listing and fill out the contact form by selecting “Request Info”. Once you've done that, the dealer will be able to answer your questions directly. Alternatively, you can text back with the 8-9 digit number included in the message so we can locate the listing you're inquiring about. Thank you!"

CustomerError: Refid Removed from message

Thank you for reaching out to us. However, I`m unable to assist you at this time, do you mind texting from this listing again and leaving the 8 digit number in the message?

Tech Problem Lead- No Ref ID - Steps

Missing REFID: Link Request

Missing REDID: No link

Dealer No Response

Predefined Content:

I'm sorry to hear that you haven't heard back from anyone yet. I'd be more than happy to resend your information. Additionally, if you prefer, you can reach out to the dealer directly by calling them at PHONENUMBER. Let me know how you'd like to proceed!

Things to Keep in Mind:

Check our previous conversation to see if the dealer has had plenty of time to reach out. If the dealer hasn’t reached out after six (6) business hours, we can use this response. You will need to take into consideration the dealer hours to calculate if this time has passed
If the dealer has not had enough time to reach out, we should tell this to the customer and reassure them somebody will be reaching out Ex, “It looks like the dealership has not been open or had an opportunity to follow up with you since our last conversation. They will be back open on Monday at 8am and will reach out as soon as they are available”

*If urgency is expressed, we can provide the dealer number

*If the customer says the dealer reached out, but we do not have a previous conversation, we will simply say we will tell the dealer they'd like to be contacted * "I'll let the dealer know you'd like to hear from them about this VEHICLE" * Still send #ContactInfoText

Dealer No Response

Returning Customers

Check the Previous Chat

Check the previous chats for several pieces of important information:

If the customer previously provided their name, we will greet by their name and welcome them back.

Note: This is applicable to SMS chats only. Web chats DO NOT confirm the name. However, if the web customer has the same name as the previous chat, we DO confirm their phone number and email provided in the previous chat.
If the customer previous provided their email address, we will confirm that's still a good email to reach them. "In addition to the number ending in XXXX is EMAIL still a good email address to reach you?"
Check to see if the customer is texting on the same listing or if it's a different listing.

*How much time has passed since their last conversation?

*If the customer is saying the dealer has not reached out, follow the process outlined in the Dealer No Response article.

If the customer comes back after the survey to say, “took the survey,” I’ll take it after I hear from the dealer,” “Have a nice day,” “ thanks,” or similar.

We need to follow the process outlined below:

We will need to respond with “Hello, it looks like the survey expired, did you have any additional questions for me?”
If yes, handle it like a regular conversation.
If no, simply close out the conversation using a closing pre-defined.

In addition to these changes, surveys will only be triggered if a consumer or agent sends a minimum of 2 messages or more. This should help avoid spam and alleviate how often we are receiving these post-survey messages.

Do Reply...

The customer asks another question. Answer the question, ask another probe, send a new closing. They give an email Thank the customer, ask another probe, send a new closing They provide other important details (when they want to be contacted, etc) Affirm you'll let the dealer know, ask another probe, send a new closing How to Fill Out the Lead:

If we are sending a new lead to the dealer due to a new question or the customer giving an email, we need to start with “UPDATED LEAD FORM. Customer came back to provide their email. They want to confirm the mileage.”

Be sure you are including all the information from the first lead.

Returning Customer, concerns in Survey

Reminder to Everyone: Please check the customer's previous chat history before treating the conversation as "Closing Survey Expired." We've noticed a trend that has led to DSATs.

**If the customer's response was simply "Yes," "No," or a number from 1 to 5, it's safe to treat it as "Closing Survey Expired." If not, make sure to double check their previous chat.

Sample Verbiage:

"Welcome back, NAME! This is Lara a live agent from CarGurus. I see you previously contacted us about the CARNAME (#123456789). In addition to [TOPIC], do you have any other concerns I can relay to the dealer for you?"

Hello Everyone

If a customer requests to speak with an agent, do not treat the conversation as 'Survey Expired.' Instead, consider it a new chat and review their previous interactions to identify any issues or questions that may have been missed.

Sample Verbiage:

Hi customer! I can see that you previously texted the CARNAME (#123456789) regarding its availability. Do you have other concerns that I can further assist you with?"

Long Queue

(Customer been waiting for 30 minutes in the queue)

Thank you for your patience. We are currently experiencing a high volume of chats as of now. I'll be happy to assist you with your concern.

Hours

Non-closing: Based on our information, this dealer's hours are from XX AM to XX PM. If you have any more questions or need further assistance, feel free to let me know. I'm here to help!

Closing: Based on our information, this dealer's hours are from XX AM to XX PM. If you need anything else or have any questions, feel free to reach out!

User Support Open Hours I completely understand your situation. Let me transfer you to our support team, who can assist you further. Could I please have your email address? This will allow us to follow up if further investigation is necessary.

User Support Off Hours I completely understand your situation. I'll transfer you to our support team, who can assist you during business hours. Their hours are 9 A.M. to 5 P.M. EST daily. To ensure we can provide any further assistance if needed, could you please provide your email address?

Customer`s Preferred Communication Method

Sure! I`d be happy to inform the dealer that your preferred method of contact is via email, phone call or text.

Customer`s Preferred Communication Method

I can inform the dealer that your preferred communication method/s is/are through (text, email, or a phone call), if possible.

Connect No Questions

I'm happy to hear you'd like to talk about this VEHICLE! I can ask the dealer to discuss it with you further.

Different Dealer Listing - Chat

Thank you for your interest! I'm here to assist you with this specific vehicle. If you need assistance with another vehicle, please feel free to close this window and visit the listing for that vehicle. You'll find the available contact options there. Let me know if there's anything else I can help you with!

CG Guarantee - Escalation

CG Guarantee - Escalation (Normal Hours) Great! I am glad you would like to learn more about CG Guarantee. Let me go ahead and get you connected with a member of our support team who can assist you further. Thank you for choosing CarGurus. Have a great day! CG Guarantee - Escalation (Off hours) Great!

I am glad to hear you would like to learn more about CG Guarantee! I can transfer you to our support team who can follow up with you. Please note that our support team is currently unavailable as they operate Monday - Friday from 9am - 5pm EST.

Additionally, you may select "Start Purchase" to begin the checkout process and a member of our support team will follow up during normal hours of operations to answer any questions you may have. Could you please provide your name and email address for follow up purposes?

CG Guarantee - What is CG Guarantee? Hello! Thank you for reaching out to CarGurus! I'm $!{operator.nickname}, and I'm here to help. Vehicles with a “CG Guarantee” banner come with added benefits, including a 7-day return policy, 90-day limited warranty, and a thorough multi-point independent inspection. Do you have any other questions?

Multiple Vehicle

I'd be happy to ask the dealership if they have other XYZ models that might interest you.

Multiple Vehicle - Probe Can I pass along to the dealer that you're looking for XYZ?

Listing Age

Based on the listing information, it appears that this VEHICLE has been available at DEALERSHIP/CARGURUS for X days now.

SPAM Customer

We received your message, but it seems unrelated to CarGurus shopping. This support channel is specifically for assisting CarGurus shoppers, and we are unfortunately unable to support your request. If you have any questions or need help with our services, please let us know. For now, I'll need to close this chat. Thank you for understanding.

Failed to get VDP information from Reference ID: 138251498

Hello there! Thanks for reaching out to CarGurus. I'm Emeflor, here to assist you.

Technical Issue: Sorry, I'm experiencing a technical issue in pulling up your listing. Would you mind providing the link or texting the listing again?

Sold Car: I appreciate you staying connected. We are sorry to inform you this but this Ford seems already sold. I would highly recommend that you use the filter option on the website to look for a car. Here is a link, that may help with searching on the website:

https://cargurus.helpscoutdocs.com/article/19-how-do-i-search-for-a-car

When you found a car that you want, we could assist you here after you provide the 9-digit number in the message. For now, may I ask if you have any other questions that I can help you with?