There are two ways: enter your dealership email for a one-time login link sent to your inbox, or click "Login with Password" and use your email and password. The one-time link is valid for a single use only.

• Click "Login with Password," select "Forgot Password," and enter your email to receive a verification code (OTP). Enter the code, verify it, set your new password, and you can log in with email and password going forward.
  

Both login methods keep you logged in for seven days at a time. After seven days you'll need to log in again. Keep in mind that your dealership may have a custom date range that has been setup. If your PromptPath session appears to be expiring sooner than 7 days, contact PromtPath support to help.

You'll see calls assigned to you. You’ll also see unassigned calls (visible to everyone at the dealership). You won't see calls assigned to other agents unless that toggle is turned on.

PromptPath assigns calls based on you introducing yourself by name during the conversation, so if you never say your name the call stays unassigned. Make sure to introduce yourself clearly on every call.

A hard appointment has a specific date and time confirmed by both agent and customer (e.g., "Saturday at 2 PM"), while a soft appointment is a tentative intent without a confirmed time (e.g., "sometime this weekend"). Both are tracked, and you can follow up on soft appointments to convert them into firm bookings.

Unresolved identifies calls where the customer reached someone at the dealership but wasn't connected with the right person for their need — for example, a Parts caller who only spoke with Sales. These are a key opportunity to re-engage customers who weren't properly served.

Live calls display a flashing "Live" indicator with a green dot on the dashboard. Click "View" to open the live call screen.

Ask Anything is the PromptPath AI assistant at the bottom of the live call screen where you can type questions — like trim differences, stock number lookups, or feature comparisons — and get instant answers mid-call. It can also automatically detect and answer vehicle-related questions from the conversation.

You'll see a call summary, call history, the Situation & Connection overview, policy compliance score, appointment status, customer details, vehicle of interest, trade information, action items, and the full transcript with audio playback.

If a customer has called multiple times, PromptPath creates a comprehensive summary of all their interactions with the dealership, including journey stage, momentum, and recommended next steps. It helps you understand the full customer journey without clicking into each individual call.

If a transcript contains personally identifiable information (PII) that's been redacted, the audio recording is automatically restricted and the play button is replaced with a lock icon. This protects sensitive customer information spoken aloud, and no configuration is needed — it happens automatically.

Click the "Share" button on the call details screen, select one or more salespeople or managers from the dropdown, add an optional message, and press Share. Each recipient receives a text and email with a link to the conversation.

You'll see a blue bubble with a phone icon in the CRM — click it to open the Outbound Call modal, where you enter the phone number and select the call purpose.

Yes, both inbound and outbound calls are recorded. Outbound calls are only tracked when using the PromptPath Chrome extension or if native click-to-call is enabled at your dealership, and choosing a call purpose enables better tracking and reporting.

Yes, 2 party states refer to states in the U.S. that require both parties on the phone call to agree to being recorded. When using PromptPath, by default these calls will not be recorded. However, PromptPath supports the ability for a user placing outbound calls to state a call is being recorded or ask for explicit consent. How you do it depends on the specific 2 party state. To learn more, please contact PromptPath Support.

Aliases help the system correctly assign calls to you even when the transcription mishears your name — for example, if you're "Mac" but it's sometimes heard as "Matt," add "Matt" as an alias. This keeps your calls properly assigned and your metrics accurate.

The set rate is calculated using unique customer count (unique phone numbers), not total calls. When both a soft and hard appointment exist for the same number, only the hard appointment is counted and the soft one is deduplicated.

Yes, you can export your PromptPath Analytics tab to CSV format for further analysis, sharing, or manipulation in external tools. Click Print on the page and download.

Click the Blue Help button on the call dashboard, enter a subject line and details, and the support team will respond promptly. You can also submit a ticket requesting more training, and there's no limit to how many tickets you can submit.