# Add clothing and gear Source: https://docs.ekho.com/buyer-docs/customize/clothing-gear Helmets, jackets, gloves, and boots, added to your order. A checkout step offering a touring jacket, rider gloves, full-face helmet, and touring boots ## If this is your first vehicle You need gear, and it is easy to underestimate that. At minimum a helmet, and realistically gloves and a jacket too. Buying it here means it arrives with the vehicle, so you are not waiting to ride safely. ## What is offered Typically helmets, jackets, gloves, boots, and other riding apparel. Each item shows a photo, a description of what it is designed for, and the price. ## Sizing Gear has to fit properly to protect you. A loose helmet or oversized jacket is significantly less effective in a crash. If you are unsure of your size, ask your dealer before ordering rather than guessing. Many will let you try items on at pickup. ## Adding it to your order Tap **Add** on anything you want and your total updates. If you are financing, gear is included in your payment. Remove anything before placing your order. ## Returns Returns and exchanges are handled by your dealer, so ask them about their policy before ordering if sizing is a concern. Ways to place your order. # Choose a colour Source: https://docs.ekho.com/buyer-docs/customize/color Pick from the colours available on your vehicle. Where a vehicle comes in more than one colour, you choose during checkout. ## How it works Choose your colour and the vehicle image updates so you can see it. If a colour costs more, the price updates too. Colours use the manufacturer's real names, so "Carrara White" rather than just "white". ## What you can choose from Only colours actually available on that vehicle. For a used vehicle already sitting on the lot, the colour is whatever that unit is, so there is nothing to pick. If a colour you want is not offered, that vehicle is not available in it. Ask the dealer whether they can source one, or use the chat assistant to find what is in stock. ## Changing your mind You can change your selection at any point before you place your order. Afterwards, contact your dealer as soon as possible. Choose your specification. # Add parts and accessories Source: https://docs.ekho.com/buyer-docs/customize/parts-accessories Add accessories now and they arrive fitted or with the vehicle. A checkout step offering accessories with prices and Add buttons ## Why add them now * They can be **fitted before delivery**, so the vehicle arrives ready * They are **part of your financing**, spread across your payment rather than paid separately * Only accessories that **actually fit your vehicle** are offered That last point matters more than it sounds. Buying accessories separately means checking fitment yourself, which is where people get it wrong. ## How it works Accessories appear during checkout with a photo, description, and price. Tap **Add** and your total updates. Add as many or as few as you like, and remove anything before placing your order. ## What is available Depends on your vehicle and what your dealer carries. Commonly luggage and storage, protection like crash bars and guards, comfort items such as seats and grips, performance parts, and styling parts. Not seeing something you want? Your dealer can usually order accessories separately after your purchase. Ask them, or use the chat assistant. ## Fitting Accessories bought with the vehicle are normally fitted by the dealer before delivery or pickup. Confirm with them if you want to be certain, especially on anything that affects how the vehicle rides. Helmets, jackets, gloves, and boots. # Choose your trim Source: https://docs.ekho.com/buyer-docs/customize/trim-package Trim levels and packages, and what they change. A trim level is a version of the same model with different equipment. A package is a bundle of features added on top. ## Choosing Available trims and packages are shown during checkout, with what each includes and what it costs. The price updates as you choose. ## What to check Read what each trim actually includes rather than choosing on price. Trim names rarely tell you anything on their own, and the difference between two levels is sometimes one feature you do not care about. Some options depend on others. If a package you want is unavailable, it usually needs a different trim first. ## Used vehicles A used vehicle already has its trim and whatever packages were fitted. Check the vehicle's page to see exactly what is on that specific unit rather than assuming from the model. Two used vehicles of the same model and year can be equipped very differently. Always check that specific listing. Add accessories to your order. # Home delivery Source: https://docs.ekho.com/buyer-docs/delivery-and-pickup/delivery Have your vehicle brought to you. Your vehicle can be delivered to your address by a carrier from Ekho's nationwide network. A delivery option in checkout ## Choosing it Select home delivery at checkout and enter your shipping address. You see the cost and estimated timing before saving. ## Your address needs a ZIP+4 Ekho requires a full **9-digit ZIP+4**, such as `90210-1234`. A 5-digit ZIP on its own is not accepted, because the registration paperwork needs the full code to process without delays. How that plays out: * **Pick your address from the autocomplete list** and the ZIP+4 fills in automatically where USPS has a match. This is the easy path. * **Type it manually**, or get only a 5-digit ZIP back, and a confirmation dialog appears before you can continue. In that dialog you can either **use the suggested address**, which applies the USPS version including the ZIP+4, or **decline the suggestion**, which opens a chat with Ekho support. If USPS cannot find a ZIP+4 for your address, contact support from that dialog. This is common for new builds and rural addresses, and the team can verify your address and unblock checkout. ## Cost and timing Delivery cost depends on distance and your dealer's fees, and is shown before you save your selection. Typical transit is **3 to 10 business days** once the vehicle is ready, depending on distance. Remember that transit starts once the vehicle is **ready**, not when you order. If you financed, add lender approval and funding time on top. ## Availability by state Delivery is not available everywhere for every vehicle type. If it is unavailable for yours, checkout will tell you and offer [pickup](/buyer-docs/delivery-and-pickup/pickup) instead. ## On delivery day * **Be there.** You, or someone authorised, needs to receive it. * **Bring your ID.** The driver may verify your identity before handing over. * **Inspect before signing.** Check for transit damage and note anything you find. Inspect properly before you sign for it. Damage noted at delivery is far easier to resolve than damage reported the next day. ## Insurance must be sorted first Your vehicle cannot be delivered until insurance is verified. See [insure your vehicle](/buyer-docs/protect/insure-your-vehicle). # Pickup Source: https://docs.ekho.com/buyer-docs/delivery-and-pickup/pickup Collect your vehicle from the dealer. Collect in person instead of having it delivered. A pickup option in checkout showing a location and map ## Why choose it * **Usually cheaper**, sometimes free * **You see the vehicle** before taking it away * **You can ask questions** face to face * **Often faster** than waiting for transport ## Choosing it Select pickup at checkout, then choose your location. Where a dealer has several, you pick which one, and you see the address, distance, and any fee before saving. ## Cost Often free or lower than delivery, but that is up to your dealer. Any fee is shown before you save your selection. ## What to bring The **same one** you uploaded during checkout. The dealer will check it matches. If it has not already been verified. Your order number, from your portal or confirmation email. Bring the same ID you verified with. A different ID, or no ID, means the dealer cannot legally release the vehicle, and you will have made the trip for nothing. ## Before you go Check your portal to confirm everything is complete. If a signature or document is still outstanding, the vehicle cannot be released. Call ahead to confirm it is ready and to agree a time. It saves waiting around, and it means the vehicle is prepped when you arrive. ## While you are there * **Inspect the vehicle** and check any accessories you ordered are fitted * **Confirm your gear** is the right size, if you ordered any * **Ask about the controls** and anything model-specific * **Check your temporary tag** is attached and ask about registration timing ## Your paperwork Most is completed online before pickup. Anything remaining is handled at the dealership. Steps some states require after delivery. # Track your order Source: https://docs.ekho.com/buyer-docs/delivery-and-pickup/track-your-order See exactly where your order is, without calling anyone. Once your order is placed you get your own portal. It shows what is done, what is outstanding, and where your vehicle is. An order progress page with a map, delivery timeline, carrier, ETA, and tracking number ## Getting in Use the link in your order confirmation email. You can return any time. ## What you see Each step of your order with its status, so you can tell at a glance whether anything is waiting on you. The buyer portal showing order steps including review, sign off, financing, registration, protection, and payment Typical steps are reviewing your order, signing off, financing, registration, protection, payment, and paperwork. If your order seems to have stalled, check here first. It is nearly always one step waiting on something from you, and the portal names it. ## Delivery tracking Once your vehicle ships you get: * A **map** showing where it is * A **delivery timeline** — order confirmed, prepared for shipment, in transit, out for delivery, delivered * The **carrier** handling it * An **estimated delivery date and time** * A **tracking number** ## Who to contact | About | Contact | | -------------------------------------------- | -------------------------------- | | The vehicle, price, or when it will be ready | Your dealer | | Delivery scheduling once in transit | The carrier shown in your portal | | Paperwork, payments, or your portal | Ekho support | Ekho support: [support@ekhodealer.com](mailto:support@ekhodealer.com) ## Keep an eye on notifications Ekho emails and texts you when something needs your attention, such as a document to sign or a stipulation to provide. Check your spam folder if you are expecting something. A missed request is the most common reason an order sits still. # Welcome Source: https://docs.ekho.com/buyer-docs/introduction/welcome Buying a vehicle online, start to finish. Here is how it works. You can buy a vehicle online now, all of it, including the paperwork. Ekho is the company that handles the purchase behind the scenes for the dealer or brand you are buying from. We have processed tens of thousands of vehicle orders across all 50 states. The goal is simple: make this feel less like doing your taxes and more like buying anything else online. ## What you will do Choose your colour and trim, and add any parts, accessories, or gear you want. Financing, bank transfer, card, or other options your dealer offers. A photo of your ID and a selfie. This protects you as much as anyone. Add coverage if you want it, or show us the policy you already have. Confirm your details and sign. We deal with your state. Delivered to you, or collected from the dealer. ## How long it takes Checkout itself can take as little as ten minutes. What happens afterwards depends mostly on how you are paying. | | Roughly | | -------------- | ------------------------------------------------------------ | | Paying in full | Order to payment cleared in 1 to 3 business days | | Financing | 7 to 15 business days, since a lender has to review and fund | | Delivery | 3 to 10 business days once the vehicle is ready | ## The paperwork part This is the bit people expect to be painful. You will not visit the DMV. Ekho works out which forms your state, county, and vehicle type require, prepares them, and files them. You confirm your details and sign. If your state needs a wet signature or a notary, we arrange that too. ## Where to keep track Once your order is placed, you get your own portal showing exactly what is done, what is outstanding, and where your vehicle is. The buyer portal showing order steps down the side and protection options ## Questions Your dealer is your first stop for anything about the vehicle itself, pricing, or delivery timing. For anything about the purchase process, paperwork, or your portal, contact Ekho support at [support@ekhodealer.com](mailto:support@ekhodealer.com). Find a vehicle. # Who is Ekho? Source: https://docs.ekho.com/buyer-docs/introduction/what-is-ekho Why there is a second company involved in buying your vehicle. You are buying from a dealer or a brand. Ekho is the company that powers the purchase itself: the checkout, the financing, the payment, and all of the DMV work. Think of it the way an online shop uses a payment company at checkout. You are still buying from the shop; someone else makes the transaction work. ## Why that is worth knowing It explains who to ask about what. | Ask your dealer about | Ask Ekho about | | ------------------------------------ | ---------------------------------- | | The vehicle itself and its condition | The checkout process | | Price and what is included | Your financing application | | When it will be ready | Titling and registration paperwork | | Service and warranty work | Your order portal | | Trade-ins | Payments and refunds | ## What Ekho actually handles * **Payment**, securely, in whatever form your dealer supports * **Financing**, one application sent to multiple lenders * **Taxes**, calculated correctly for your exact address * **Titling and registration**, in all 50 states * **Signatures**, including notarization where your state requires it * **Insurance verification**, and coverage you can buy in the flow * **Delivery**, through a nationwide carrier network ## Why buying a vehicle online was hard Vehicle rules vary by state, and often by county within a state. Which forms you need, what tax you owe, and how you must sign all change depending on where you live and what you are buying. Many DMVs still prefer fax to anything modern. Sorting that out is most of what Ekho is. It is why you can buy from a dealer three states away and still end up correctly registered at home. ## Is it safe? Yes, and the identity checks are part of why. Verifying your ID protects you from someone buying a vehicle in your name. Payments are processed securely, and Ekho holds the licensure required to do this in the states it operates in. The whole process, step by step. # Order in person Source: https://docs.ekho.com/buyer-docs/order-types/in-person-order Start online, finish at the dealership. You can browse and configure online, then complete the purchase at the dealership. ## Why people choose this * You want to see and sit on the vehicle first * You would rather do the paperwork with a person * You have a trade-in to be valued * You have questions you want answered face to face All perfectly reasonable. Nothing is lost by choosing it. ## How it works Vehicle, colour, trim, accessories. Select this option at checkout instead of paying online. Your configuration is saved and sent to the dealer. To arrange a time. They complete the purchase with you there. ## What carries over Your vehicle selection, colour and trim, and any accessories or gear you chose. The dealer sees what you configured, so you are not starting from scratch or explaining it again. Configure everything you want online first, even though you are finishing in person. It saves time at the dealership and means the conversation starts from what you actually want. ## What is different Paperwork happens at the dealership rather than in your portal, so titling and registration are handled by the dealer's process. Timing depends on their availability. ## Changing your mind If you decide you would rather complete online after all, tell the dealer. They can usually send you back into online checkout. Complete the whole thing yourself. # Order online Source: https://docs.ekho.com/buyer-docs/order-types/online-order Complete the whole purchase yourself, start to finish. The standard way. You do everything online and the vehicle comes to you or you collect it. A checkout page showing contact details and payment options ## What you will do Name, contact information, and address. Optional, but easier now than later. See [ways to pay](/buyer-docs/pay/financing). A photo of your ID and a selfie. ## Verifying your identity You will photograph your government-issued ID, usually a driver's licence, and take a selfie so it can be matched to the ID. This is not bureaucracy for its own sake. It is what stops someone buying a vehicle in your name, and it is legally required. Use your phone in good light, lay the ID flat on a plain surface, and make sure all four corners are in frame with no glare. Most failures are a reflection off the licence. ## Buying an ATV Federal safety law applies. For adult ATVs above 200cc you must confirm the intended rider is at least 16, acknowledge the safety requirements, and give the rider's date of birth before ordering. You will also provide the rider's name and relationship to you during registration, and a rider age acknowledgment form is included in your documents. This is federal law, not a dealer policy, and it cannot be skipped. If the intended rider is under 16, an adult ATV is not a legal purchase for them. ## After you order You move into your own portal, which shows what is done and what is still needed. See [track your order](/buyer-docs/delivery-and-pickup/track-your-order). ## If you would rather finish in person You can choose to complete the purchase at the dealership instead. See [order in person](/buyer-docs/order-types/in-person-order). # Reserve or pre-order Source: https://docs.ekho.com/buyer-docs/order-types/pre-order Put a deposit on a vehicle that is not available to buy yet. When a vehicle is not yet available, you can put money down to hold one. A preorder page showing a vehicle and a reservation payment ## Why do it * The vehicle is not in stock yet * It is a new model not yet released * Demand is high and you want to be in the queue ## Your deposit is refundable **Deposits are fully refundable at any time, no questions asked.** You are not committing to buy; you are holding your place. ## How it works Provide your details and pay the deposit shown. By email, with your reservation details. Typically 20 to 30 days, though it depends on the vehicle. When the vehicle is ready, you receive an email with a link to finish, plus a text reminder. You review the final price with **your deposit already deducted**, choose how to pay, and finish checkout. ## Your deposit comes off the price It is applied automatically to your final total. You are not paying twice. ## If you change your mind Contact your dealer and ask to cancel. Your deposit is refunded. ## If you do not respond to the invitation Nothing bad happens immediately. Your reservation is marked inactive and can be reactivated whenever you are ready, with your deposit still held. Do keep an eye out for the invitation email and text. The vehicle being ready is time-sensitive, and if you go quiet for a long time the dealer may cancel and refund you so someone else can take it. ## Reserving through chat If the site has a chat assistant, you can place a reservation directly in the conversation. Same deposit, same refund terms. # Bank transfer (ACH) Source: https://docs.ekho.com/buyer-docs/pay/ach Pay directly from your bank account, with no fees. ACH moves money straight from your bank account. It works like paying a bill online. ## Why choose it * **No fees.** No card processing charges, and nothing added for you * **No borrowing.** You own the vehicle outright * **Suits large amounts**, unlike card limits If you are paying in full, this is usually the best option. Cards can carry processing costs and are often capped below the price of a vehicle. ## How to pay Sign in to your bank securely. Ekho never sees your banking credentials. You approve the specific amount. Nothing else can be taken. ## Timing | Stage | When | | ------------------- | ------------------------------ | | Authorization | Immediately at checkout | | Processing | Typically 1 to 3 business days | | Confirmation | Once the funds clear | | Your order proceeds | After payment is confirmed | Your order does not move forward until the payment clears, so expect a few days. If you need to move faster, ask your dealer whether card payment is available. ## Make sure the funds are there A failed transfer delays your order and you will be asked to try again. Confirm the money is available and check your bank's transfer limits before you start, since some banks cap large transfers by default. ## Refunds Refunds go back to the same account and take a few business days. Card, crypto, and instalments. # Buy now, pay later Source: https://docs.ekho.com/buyer-docs/pay/buy-now-pay-later Split the cost into fixed instalments, without a full financing application. Where your dealer offers it, BNPL splits your total into equal fixed instalments. ## How it differs from financing | | BNPL | [Financing](/buyer-docs/pay/financing) | | ------------ | ------------------------------- | -------------------------------------- | | Application | Minutes, during checkout | Full credit application | | Decision | Usually instant | Minutes to a few days | | Credit check | A quick eligibility check | A hard credit check | | Structure | Fixed equal instalments | Term and rate you choose | | Term | Shorter | Up to 84 months | | Best for | Smaller amounts and accessories | Full vehicle purchases | BNPL suits smaller totals. For a full vehicle, financing usually gives better terms and a payment you can actually live with over a longer period. ## How it works Takes minutes, with no lengthy application. The number of payments, the amount of each, and the schedule are all shown **before you commit**. Payments are then taken automatically on schedule. ## Read the plan before confirming Check the total you will pay across all instalments, not just the size of each one. Also check what happens if a payment fails, since late or missed payments can carry fees and may affect your credit depending on the provider. ## Payments come out automatically They are taken from your account on a fixed schedule, so make sure the funds are available on those dates. ## Questions about your plan The instalment plan is between you and the BNPL provider. For questions about payment dates, amounts, or a missed payment, contact them directly. Your dealer can tell you who the provider is. # Credit or debit card Source: https://docs.ekho.com/buyer-docs/pay/credit-card Pay by card for instant confirmation. Card payments confirm immediately, so your order proceeds without waiting for funds to clear. ## Why choose it * **Instant confirmation**, unlike a bank transfer * **Your order starts moving straight away** * **Card protections and rewards**, depending on your card ## Limits are the catch Vehicles often cost more than a card will allow in one transaction. You may be limited by your own credit limit, a maximum transaction amount, or a processor restriction. If your card is declined on amount rather than funds, this is usually why. Use [bank transfer](/buyer-docs/pay/ach) instead. Cards are frequently used for a **down payment** rather than a full vehicle purchase, which sits comfortably within normal limits. ## How to pay Entered securely and processed immediately. Approval or decline in real time. ## Before you use a large amount Tell your card issuer first. An unusually large transaction is exactly what fraud systems block, and a call to your bank beforehand avoids a decline that has nothing to do with your available credit. ## Fees Card payments can carry processing costs that bank transfer does not. For a full vehicle purchase, [ACH](/buyer-docs/pay/ach) is usually cheaper. ## Refunds Refunds go back to the same card and typically take a few business days to appear, depending on your issuer. # Cryptocurrency Source: https://docs.ekho.com/buyer-docs/pay/cryptocurrency Pay with crypto through a secure hosted flow. Where your dealer supports it, you can pay with cryptocurrency. ## Full payment only Crypto covers the **entire remaining balance** of your order. It cannot be combined with another payment method. ## Limits | | Amount | | ------- | -------- | | Minimum | \$0.50 | | Maximum | \$50,000 | If your order total falls outside that range, crypto will not be offered. For a vehicle above \$50,000, use [bank transfer](/buyer-docs/pay/ach). ## How it works Unlike a card, this uses a redirect. You do not enter any payment details in checkout. To Stripe's hosted crypto payment page, which handles the transaction securely. The redirect is expected, not an error. Ekho never handles your crypto directly, which is what keeps the transaction secure. ## Practical notes * **Do not close the page** during the redirect. Let it return you to checkout. * **Crypto values move.** The amount is fixed at the point of payment. * **Confirmation depends on the network**, so it may not be instant. ## Refunds Crypto refunds are more involved than card or bank refunds. Contact Ekho support at [support@ekhodealer.com](mailto:support@ekhodealer.com) and they will explain how yours will be handled. # Financing Source: https://docs.ekho.com/buyer-docs/pay/financing One application, multiple lenders, real offers to compare. You complete one application and Ekho sends it to multiple lenders, so you compare real offers rather than accepting the first one. A financing application showing term options from 24 to 84 months and a down payment field ## Check your rate first, without affecting your credit Get **pre-qualified** before you apply properly. It uses a soft credit check, so **your credit score is not affected**, and you see an estimated rate and monthly payment. Do this first. Knowing your actual rate means you shop in a real budget instead of guessing, and it costs you nothing. ## Applying Term length from 24 to 84 months, and your down payment. Both change your monthly figure, shown live. A larger down payment generally improves your chances of approval as well as lowering the payment. Personal details, date of birth, address, and the financial information lenders need. This is a full application, so it involves a hard credit check. Usually minutes. Sometimes 1 to 5 business days if a lender wants a closer look. You may get several. Compare the rate, term, and monthly payment. ## Stipulations A lender may approve you subject to providing documents, most often proof of income or proof of address. These are called stipulations. Your order will not progress until these are provided. It is the most common reason a financed order stalls, so deal with them promptly. ## Comparing offers properly * **APR**, not the monthly payment, is the real cost comparison * **A longer term** lowers the monthly payment and increases total interest paid * **Total cost of the loan** is the number that matters most The lowest monthly payment is rarely the cheapest loan. Compare APR and total cost. ## If you are declined It is not necessarily the end. * You can **pay in full** instead and continue. * A **larger down payment** or a **co-signer** often changes the answer. * Your dealer may have other options. The process never uses words like "denied" at the pre-qualification stage, because a soft-pull estimate is not a credit decision. ## Timing Financed orders take longer than paying outright, typically 7 to 15 business days from order to payment, because the lender has to approve and then fund. # Discounts and offers Source: https://docs.ekho.com/buyer-docs/pay/promotions Apply a code, and find the offers you already qualify for. Two kinds of saving: a **discount code** you enter, and **offers** applied automatically because your vehicle qualifies. ## Where to find them On the vehicle's page, under deals and offers, and in checkout while you are paying. Your order summary shows every saving applied. ## Apply a discount code Enter it in the discount field in checkout. If it is valid and your order qualifies, the saving appears in your total straight away. If it does not work, it is usually one of: * **Expired.** Check the end date. * **Not eligible.** Codes often apply only to particular vehicles. * **Mistyped.** Codes can be case-sensitive. * **Cannot be combined** with something already applied. ## Offers you already qualify for Some offers apply automatically. Browse eligible offers in checkout to see what is available on your vehicle. These come from your dealer or the manufacturer. Common types: | Type | What it is | | ------------------------- | ------------------------------------------------ | | **Rebate** | A fixed amount off | | **Promotional financing** | A better APR, such as 2.9% | | **Discount** | A percentage or amount off the price | | **Complimentary service** | Something included, such as a free first service | ## Stacking Several offers can apply at once when their terms allow it. **You do not need to work out the best combination yourself** — checkout finds the combination that saves you the most and lists each saving separately on your total. Some offers cannot be combined. Where that happens, checkout picks whichever valid combination gives you the largest total saving. ## "Only available in-store" An offer labelled this way is real, but cannot be applied to an online purchase. It is usually a manufacturer financing offer that runs through a lender Ekho does not process online. If an in-store-only offer is worth more to you than the convenience of buying online, talk to the dealer about completing the purchase in person. See [order in person](/buyer-docs/order-types/in-person-order). ## Removing one Remove a promotion in checkout and your total recalculates. Useful if you want to compare a code against an automatic offer that cannot be combined with it. ## Terms and conditions Offers with conditions show the fine print in their **Learn more** details. Worth reading on financing offers, where the rate often depends on term length and credit tier. # Making a claim Source: https://docs.ekho.com/buyer-docs/protect/file-protection-claims Using the protection coverage you bought. ## Find your coverage first Your protection products are in your portal, with their terms and documents. Check before doing anything else: * **What is actually covered** * **Your deductible** * **Any limits**, such as a maximum number of claims per year * **Who administers the plan** — often a third party, not your dealer Read the terms before calling. Knowing whether your issue is covered, and what your deductible is, makes for a much shorter conversation. ## Making the claim Wear and tear is usually excluded, and that is the most common reason a claim is declined. Their details are in your plan documents in your portal. Your plan number, the vehicle, and what has happened. Do not have repairs done and then claim. Most plans require **prior authorization**, and unauthorised work is usually not reimbursed. Many plans require it. Check before booking. Where one applies, you pay it and the plan covers the rest. ## Tracking it You can follow your claim's progress in your portal, and the administrator will keep you updated. ## Transferring coverage when you sell Many plans are transferable, which is a genuine selling point on a used vehicle. Check your plan documents for whether yours transfers and what the process is. There is sometimes a fee or a time limit after the sale. ## Help For questions about a specific claim, contact the plan administrator, since they make the decisions. For questions about which coverage you bought or finding your documents, contact Ekho support at [support@ekhodealer.com](mailto:support@ekhodealer.com). # Insure your vehicle Source: https://docs.ekho.com/buyer-docs/protect/insure-your-vehicle Show us your existing policy, or get covered in the flow. Your vehicle has to be insured before it can be released to you. You can use a policy you already have, or buy one during checkout. ## What your policy must satisfy Requirements come from your state and, if you financed, your lender. You are shown the exact list for your situation. **Coverage amounts** — your state's minimums for personal injury protection, property damage liability, and bodily injury liability, plus anything else your state mandates. **Policy details:** | Requirement | Why | | ----------------------------------------------------------- | ----------------------------------------- | | The insurer must be **licensed in your registration state** | Out-of-state policies may not be accepted | | The policy must **start before your delivery date** | The vehicle cannot be released uninsured | | It must **not expire within 90 days** of delivery | A policy about to lapse is not acceptable | | The **named insured must match your name exactly** | It has to be verifiably your policy | For example, a Florida buyer needs $10,000 personal injury protection and $10,000 property damage liability, because Florida is a no-fault state. **"Named insured must match exactly"** catches people out. A policy in a spouse's name, or with a maiden name, will fail verification. Get it corrected with your insurer before uploading. ## If you already have insurance Add the new vehicle to your policy, then provide your policy details or upload proof. Your insurer can usually add a vehicle the same day and email you an updated card. ## If you need insurance You can get quotes and buy a policy **inside the flow**, from embedded carriers. You do not have to leave, sort it out elsewhere, and come back. This is genuinely easier than the alternative. Buyers who go away to arrange insurance separately are the ones whose deliveries slip. ## Verification Your policy is checked against the requirements. If something does not match, you are told exactly what, so you can fix that one thing rather than guessing. Common failures: * The name does not match exactly * The new vehicle is not on the policy yet * Coverage is below your state's minimum * The policy expires too soon * The insurer is not licensed in your registration state ## Financing means stricter requirements If you financed, your lender has its own requirements, usually including comprehensive and collision coverage, on top of your state's minimums. Those are shown to you as well. Your vehicle **cannot be delivered or collected** until insurance is verified. If your delivery date is close, deal with this first. # Protection plans Source: https://docs.ekho.com/buyer-docs/protect/protection-plans What each type of coverage does, and whether it is worth it for you. Protection plans are optional. You are shown what each covers and what it adds to your payment. Basic and Essential protection packages with coverage details, plus a no-insurance option ## What each one covers Covers mechanical breakdowns after your manufacturer warranty ends. Coverage can be comprehensive, or limited to specific systems such as powertrain, electrical, climate control, steering, and suspension. Typical terms look like "5 years / 60,000 miles", with a deductible of $0 or around $100 per visit. Often transferable if you sell the vehicle. **Normal wear and tear is usually not covered.** Covers the gap between what your vehicle is worth and what you still owe, if it is written off. Worked example: your vehicle is totalled, your insurer pays $12,000, and your loan balance is $15,000. * **Without GAP** — you owe \$3,000 on a vehicle you no longer have * **With GAP** — the difference is covered and you owe \$0 Runs for the duration of your loan, typically covering up to 125% of vehicle value. Often cancellable if you pay the loan off early. GAP matters most when you finance with a small down payment, because that is exactly when you owe more than the vehicle is worth. Covers road hazard damage, including replacement and mounting and balancing. Typically 3 to 5 years with a \$0 deductible, sometimes capped at a number of replacements per year. Worth considering because replacement tyres run $200 to $500 or more each, especially on performance vehicles. Normal wear is not covered. Covers lost, stolen, or damaged keys and fobs, including reprogramming, locksmith call-out, and lockout assistance. Typically 3 to 5 years. Modern keys are surprisingly expensive to replace. ## Deciding Ask yourself: * **How long will you keep it?** Coverage past when you plan to sell is wasted, unless it transfers. * **What is the deductible?** A \$0 deductible plan is worth more than the headline coverage suggests. * **Are you financing with little down?** That is the strongest case for GAP. * **What does it add per month?** Coverage is shown as its effect on your payment, which is the fair comparison. There is no pressure and no deadline in the room. Read what is covered, and decline anything you do not want. Declining is a normal choice, not a problem. ## Adding coverage later Protection must be selected **before your paperwork is completed.** Once your documents are done, coverage cannot be added to that purchase. ## After you buy Your coverage appears in your portal with its terms and documents, so you can find them when you need them. How to use coverage you bought. # Find your vehicle Source: https://docs.ekho.com/buyer-docs/shop/find-your-vehicle Search, filter, and sort your way to the right one. A vehicle search results page with filters applied and buy now buttons on each listing ## Search Type what you are after. You do not need the exact model name: * **"ninja"** finds Kawasaki Ninja models * **"beginner sport bike"** finds entry-level sport models * **"something for commuting under \$8k"** works too Spelling does not have to be perfect. ## Filter Narrow things down by: | Filter | Notes | | -------------------- | ---------------------------------------------------- | | **Price** | Total price, or monthly payment if you are financing | | **Condition** | New or used | | **Available online** | Only vehicles you can buy right now, online | | **Brand** | Make | | **Category** | Sport, cruiser, ATV, side-by-side, and so on | | **Mileage** | For used vehicles | | **Location** | Distance from you | Filter by **monthly payment** rather than total price if you are financing. It is a much better guide to what you can actually afford. ## Sort Recommended, lowest price, highest price, lowest mileage, or newest listed. ## What is on a listing Each result shows a photo, the year, make, and model, the price, the mileage for used vehicles, the location and how far away it is, and any savings available. A **Buy now** button means you can purchase that vehicle online today. Vehicles without one can still be enquired about. ## Not seeing what you want * Clear some filters. It is easy to narrow down to nothing. * Widen the distance. Delivery means the dealer does not have to be nearby. * Ask the chat assistant, if the site has one. Describe what you want and it will suggest options from current stock. What is on a vehicle's page. # Learn about a vehicle Source: https://docs.ekho.com/buyer-docs/shop/learn-about-your-vehicle Everything on a vehicle's page, and what to check before you buy. A vehicle details page with photos, key facts, specs, and a monthly payment estimate ## What is on the page * **Photos** of the actual vehicle, and sometimes video * **Price**, and your estimated monthly payment * **Key facts** — condition, mileage, location, availability * **Specs** — engine, transmission, drivetrain, colour options * **Deals and offers** you may qualify for * **Condition reports** on used vehicles ## Check these before you buy Used vehicles may have a **cosmetic report** listing scratches, dents, and marks, and a **mechanical report** from an inspection. Read both. This is how you inspect a vehicle you cannot stand next to, and a dealer who documents blemishes honestly is telling you something useful. Check the odometer reading and any title or history information shown. A **Buy now** option means you can purchase it today. Without one, you can still enquire. Any open recall information is shown. Ask the dealer how it will be addressed before delivery. Check the trim and which packages are fitted to this specific vehicle, not the model generally. ## Your monthly payment The payment estimate updates with your term and down payment, so you can see affordability before applying for anything. You can also [get pre-qualified](/buyer-docs/pay/financing) for a personalised rate. It uses a soft credit check, so **your credit score is not affected**. ## Still have questions Use the chat assistant if the site has one. It can answer questions about that specific vehicle, including colours and what is in stock, and connect you to a person when you want one. Colour, trim, accessories, and gear. # Confirm your details Source: https://docs.ekho.com/buyer-docs/titling-and-registration/confirm-your-details The information your state needs to register your vehicle. Ekho needs a small amount of information to register your vehicle correctly. You are only asked for what your state actually requires. A titling registration form collecting personal details, military status, and addresses ## What you provide * **Personal details** — as they should appear on your title and registration * **Military status** — some states offer exemptions or different requirements for active duty members * **Registration address** — where the vehicle will be registered * **Mailing address** — where documents should be sent, if different ## Registration address versus mailing address Your **registration address** determines your tax and your DMV jurisdiction, so it must be where the vehicle will actually be registered. Your **mailing address** is simply where paperwork goes. Tick the box to use the same one for both. Get the registration address right. It drives which forms you need and how much tax you pay, and correcting it after filing means starting parts of the process again. ## Use your legal name Enter your name exactly as it appears on your ID and, if you have one, your insurance policy. A mismatch between your name on the title, your ID, and your insurance is the most common cause of a delay. Nicknames, missing middle names, and maiden names all cause problems. Match your ID exactly. ## Buying an ATV You will also give the intended rider's name and their relationship to you. This is a federal requirement, and a rider age acknowledgment form is included in your documents. ## Check before submitting You get a review step. Read it properly, particularly: * The spelling of your name * Your registration address, including apartment or unit number * Your ZIP code What you may be asked to provide. # Sign your forms Source: https://docs.ekho.com/buyer-docs/titling-and-registration/sign-your-forms Four ways to sign, depending on what your state accepts. Which method applies to you depends on your state. Your portal tells you which one you are doing, so you do not need to work it out. ## What you are signing | Document | What it is | | ------------------------------------------------ | ---------------------------------------------------------- | | **Power of Attorney for Title and Registration** | Lets Ekho file on your behalf, so you do not visit the DMV | | **Application for Certificate of Title** | Applies for the title in your name | | **Vehicle Registration Application** | Registers the vehicle | | **Odometer Disclosure Statement** | Federally required mileage statement | | **Bill of Sale** | Records the sale | | **Rider Age Acknowledgment Form** | ATV purchases only | Plus any forms specific to your state. ## The four methods The fastest and most common, used where your state's DMV accepts e-signatures and no notarization is required. On the Signatures page, click **Open document set to sign**. A secure signing interface opens. Your information is pre-filled. **Check it is right** rather than clicking straight through. Signature fields are highlighted in yellow. Click a highlighted field and choose how to create your signature. A scheduled session where you sign with someone guiding you, used where your state wants a witnessed signature but not full notarization. You book a time and join at that time. Have your ID ready. Some states require a notary. RON lets you do it online rather than in person. You join a session with a commissioned notary who verifies your identity, watches you sign, and notarizes the documents. Have your government-issued ID to hand. A few states still require ink on paper with a physical notary. You print the forms, sign them in front of a notary, and mail the originals back. A prepaid label is provided. Originals must be mailed; scans are not sufficient here. Post them as soon as they are signed, since your registration cannot complete until they arrive. ## Read before you sign Everything is pre-filled, which makes it tempting to click through. Check the spelling of your name, your address, and the vehicle details. These go onto your title, and correcting a title afterwards is far more work than checking now. ## Tracking progress Your portal shows which documents are signed and which are outstanding, including where a session is scheduled. ## If you cannot make a session Reschedule from your portal or contact Ekho support. Missing it without rescheduling just delays your registration. Steps some states require once you have the vehicle. # Steps after delivery Source: https://docs.ekho.com/buyer-docs/titling-and-registration/steps-after-fulfillment What some states require once you actually have the vehicle. You get a **temporary tag** so you can use your vehicle while your registration is processed. Some states then require something from you. ## How it finishes Legal to ride or drive while registration is processed. Not all states require this. Your portal will tell you. Permanent plates are mailed to you. Your title goes to your lender if you financed, or to you if you paid outright. ## Vehicle verification, where required Some states require a physical inspection confirming the VIN and vehicle details. You will know it applies if you see **verification forms** in your requirements, or you get an email after delivery. Available once your vehicle is delivered. The section is locked until then. A DMV office, a licensed dealer, or a licensed inspector. For the Ekho team to review. Using the prepaid label provided. **Do this promptly.** In many states Ekho cannot even begin the registration process until these forms arrive. Aim to complete within **7 days**, because a delay can mean your temporary tag expires before your plates arrive. ## New York: DMV safety inspection If you are registering a **street-legal** vehicle in New York and chose automated titling and registration, you must have it inspected at a New York DMV-licensed inspection station. This is a state requirement for all street-legal vehicles before registration can complete. You are warned about this during checkout and reminded after delivery. Find a station on the [New York DMV website](https://process.dmv.ny.gov/FacilityLookup/). ## Colorado off-highway vehicles Colorado does not issue plates for OHVs, so Ekho processes your **title only**. If you financed, the title goes to your lender; if you paid outright, it is mailed to you. To ride legally on Colorado public lands you also need an **OHV decal**, which you get directly from [Colorado Parks & Wildlife](https://cpw.state.co.us/buy-apply/registrations). Ekho does not provide it. ## If your temporary tag is running out Contact Ekho support at [support@ekhodealer.com](mailto:support@ekhodealer.com) before it expires. Usually it is because something is still outstanding, and support can tell you what and whether an extension is possible. # Upload your documents Source: https://docs.ekho.com/buyer-docs/titling-and-registration/upload-your-documents What you may be asked for, and how to avoid a rejected upload. Depending on your state, your vehicle, and how you are paying, you may need to provide some documents. ## What is required Your portal lists exactly what **you** need, so you are not guessing from a general list. Requirements vary by state. Common ones include proof of identity, proof of address, proof of insurance, and financing stipulations such as proof of income. ## Uploading Take a photo or upload a file for each item. Your portal tracks what is done and what is outstanding. ## Getting an upload accepted first time Most rejections are avoidable: All four corners in frame, nothing cropped, no glare. Photograph on a plain surface in good light. Both sides where relevant, and every page of a multi-page document. An expired licence or a lapsed insurance card will be rejected. The name on each document should match the name on your order. Compression makes text unreadable. Use the original file or photograph the original document. ## If something is rejected You are told what was wrong so you can fix that specific thing. Upload a corrected version; there is no penalty for a second attempt. ## Do it promptly Your order does not progress while documents are outstanding. If you are financing, missing stipulations are the single most common reason an order stalls, so deal with them as soon as they appear. ## Tracking progress Your portal shows each requirement and its status, so you always know what is left. How signing works in your state. # Appearance Source: https://docs.ekho.com/sales-agent/agent/appearance Make the chat widget look like it belongs on your site. Under **Product settings → Sales Agent → Chat widget**, in **Appearance**. Saved **per domain**, so each site can look different. ## Brand color Pick from the preset swatches, or set your own color. The default is a near-black (`#1E1E21`) that sits quietly on most sites. The brand color is used for the widget's accent elements, so it is the fastest way to make the chat feel like part of your site rather than a bolted-on tool. ## Theme Two options: **Light** or **Dark**. Each shows a small preview of the chat surface so you can see the result before saving. Saved per domain, so one site can run light and another dark. ## Launcher The launcher is what buyers see before they open the chat. Three variants: | Variant | What it looks like | | ---------------- | ----------------------------- | | **Text pill** | A pill with text. The default | | **Left button** | A button on the left | | **Right button** | A button on the right | If you already have a cookie banner or another chat tool anchored in one corner, pick the variant on the opposite side so the two do not overlap. That collision is the most common complaint after install. Changes apply the next time the widget loads on your site. ## Related Suggestions, quick actions, and input placeholders. Configure each domain independently. # Chat experience Source: https://docs.ekho.com/sales-agent/agent/chat-experience The prompts and shortcuts that help buyers start talking. Under **Product settings → Sales Agent → Chat widget**, in **Prompts & shortcuts**. Saved **per domain**. A blank chat box is intimidating. These give buyers something to click. ## Suggestions Pre-written prompts shown when the chat window opens. * Up to **4** * **60 characters** each Examples: * "What do you have in stock?" * "Tell me about financing" * "I want to book a test ride" * "Do you take trade-ins?" The highest-impact setting on the page. Buyers click a suggestion far more readily than they type a question from scratch. ## Quick actions Shortcut pills in the chat window. Each has a label the buyer sees and a prompt sent to the agent behind the scenes. * Up to **4** * Label: **20 characters** * Prompt: **120 characters** The label should read like something a buyer would tap. The prompt is where you put the detail, since the buyer never sees it. ## Input placeholders The rotating hint text in the empty input field. * Up to **5** * **60 characters** each Use them to suggest what the agent can do: "Looking for a specific model?", "Ask about financing", "What's my trade worth?" ## Featured languages Set under **Chat widget → Language**, per domain. This is which languages the widget advertises to buyers, so a US site can surface English and Spanish while a Canadian one surfaces English and French. The agent detects the buyer's language from their first message regardless. Featured languages control what is offered up front. Brand color, theme, and launcher. # Identity and personality Source: https://docs.ekho.com/sales-agent/agent/identity-and-personality The name buyers see, and the four settings that shape how the agent sounds. Found under **Product settings → Sales Agent → General**, in the **Identity** section. ## Sales Agent name The name buyers see in chat and SMS. One text field, for example `Julian`. Required, up to 50 characters. Pick something a person would plausibly be called at your store. The name sets expectations for the whole conversation. ## Personality Four settings, each a simple choice: ### Gender **Male** or **Female**. ### Response length | Option | What it means | | ------------ | ------------------- | | **Concise** | Short, to the point | | **Balanced** | The default | | **Thorough** | Fuller answers | The setting buyers notice most. Concise reads better over SMS; Thorough suits buyers asking detailed spec questions. ### Regional voice **Neutral** (no regional flavor), **Southern**, **Midwestern**, **Northeast**, **West Coast**, or **Canadian**. Neutral is the default and is the safe choice unless your store has a strong regional identity you want reflected. ### Emoji usage On or off. Off by default. ## Language is not a setting There is no language field. Every conversation opens in English, then the agent detects the buyer's language from their first message and stays in it for the rest of the thread. Locking is deliberate: it stops the agent drifting between languages halfway through a long conversation. Buyers can override it from the selector in the chat input. See [running more than one website](/sales-agent/agent/multiple-websites) for advertising specific languages per site. ## Setting the conversation's goal Personality controls how the agent sounds. **Goal** controls what it is trying to achieve, and it matters more. It sits just above, under **General → Conversation**. See [set up your agent](/sales-agent/get-started/set-up-your-agent). # Running more than one website Source: https://docs.ekho.com/sales-agent/agent/multiple-websites Configure each domain independently, with its own look and its own languages. If you run several sites, each gets its own separately configured agent. Use the **domain selector** at the top of the **Chat widget** tab to choose which one you are editing. **Add domain** registers a new one. ## What is per domain Everything below the selector applies only to the selected domain: * Enable or disable state * [Appearance](/sales-agent/agent/appearance) and dark mode * Launcher position, size, and variants * [Chat experience](/sales-agent/agent/chat-experience): suggestions, pills, placeholders * Featured languages So your main store site and a brand microsite can look and behave completely differently. ## Add a domain **Product settings → Sales Agent → Chat widget**. Click **Add domain**, enter the URL such as `www.yourdealer.com`, and confirm. It starts with default settings. Set Status, Appearance, Launcher, and Chat experience. Changes save against that domain only. Each self-hosted domain needs the snippet installed. See [Install on your website](/sales-agent/get-started/install-on-your-website). ## Featured languages In the **Launcher** card, per domain. This is which languages the widget *advertises* to buyers, so a US site can show English and Spanish while a Canadian one shows English and French. When two or more languages are configured, a pill appears in the chat input showing the active language code, such as `EN` or `ES`, with a dropdown to switch. With fewer than two configured the pill is hidden, since there is nothing to switch between. Buyers can pick a language before their first message and the agent replies in it from the start, or switch mid-conversation at any time. Only enable languages you actually want the agent speaking. Every one you enable can be locked to by a buyer's first message. ## Delete a domain Select it, then click the **trash icon** next to **Preview**. A dialog confirms. Deleting discards that domain's appearance, chat experience, and enable state permanently, and the widget stops loading on that site. It cannot be undone. ## Dealer groups If your rooftops are linked as a dealer group in the Admin Portal, the agent is aware of the whole network automatically. No per-domain setup needed. See [how it works](/sales-agent/overview/how-it-works). # Text message Source: https://docs.ekho.com/sales-agent/channels/sms Buyers text your dealership number and get an answer in seconds. Turn it on under **Product settings → Sales Agent → SMS**. ## Getting a number Enabling SMS provisions a dedicated phone number for your dealership automatically. While that is in progress a warning appears in the **Status** section. Once ready, the number is shown next to the toggle. You can flip the toggle on before the number finishes provisioning. SMS starts working once the number is assigned. ## How it differs from website chat Text is a plain-text channel, so some things work differently: | | On text | | --------------------------- | ------------------------------------------------------- | | Vehicle results | Sent as links, not cards | | Page awareness | Not applicable, there is no page | | Pre-qualification | The link is sent straight in the message body | | Escalation | Immediate, since your team already has the phone number | | Skill pills and suggestions | Not available | | Reply ratings | Not available | ## Pre-qualification links The agent puts the link directly in the message, for example *"Get pre-qualified: [https://your-dealership.example.com/](https://your-dealership.example.com/)..."*. There is no "reply YES" step. It is your own branded checkout URL, so the buyer stays in your flow. If no checkout URL is configured for your dealership, the agent invites the buyer to contact you instead of sending a broken link. Set your checkout URL to enable in-message pre-qual. ## Shared memory with website chat Both channels feed one [inbox](/sales-agent/conversations/inbox) and share conversation memory. A buyer who chatted on your site last week and texts you today does not start from scratch, and your team sees one continuous history. Buyers can move themselves from chat to text using the **Text us** pill, which appears when SMS is enabled. ## Compliance A lead is created once the buyer provides contact details **and** TCPA consent. Consent gating is built in, not something you configure. The age and safety guardrail also applies here. When a conversation implies a minor may operate the vehicle, the agent sends a legal notice once per conversation. It cannot be turned off. # Website chat Source: https://docs.ekho.com/sales-agent/channels/website-chat The chat assistant on your own site, and everything it can do that text cannot. Website chat is the richer of the two channels. Turn it on per domain under **Product settings → Sales Agent → Chat widget → Setup**. A dealership search results page with the chat assistant answering alongside the listings ## What only website chat does ### Vehicle cards Search results come back as cards, not links. Each card carries a photo and title that both link to the listing, the buyer-facing price, category, condition, distance from the buyer, and the dealer's city with a map pin. Three actions sit on each card: **View details**, **Open listing**, and **Tell me more**, which asks the agent to expand on that specific unit without the buyer retyping anything. Several results render as a swipeable carousel. Distance and city only show when the agent knows both the buyer's ZIP and your physical address. If either is missing, that row is hidden rather than guessed. ### It follows the buyer to the listing Click a card and the conversation comes along. The widget adds a `convId` parameter to the listing URL, restores the thread on the destination page, and reopens the chat where the buyer left off. The parameter is stripped afterwards so it never shows up in a bookmarked or shared link. This works on your own domain, and also across domains, so a buyer following a link from a brand site to your site keeps their conversation. ### It reads the page The agent knows what page the buyer is on and can use its content. "What's the price on this one?" and "does it come in black?" work without the buyer naming the model. As the buyer navigates, the agent follows on the next message. Only the main content is read. Navigation, headers, footers, hidden elements, and the widget itself are skipped. Only the page URL and title are stored with the conversation; the page text is used for that turn and not kept. ### Buyers can rate replies Each agent message offers **Copy**, **thumbs up**, and **thumbs down**, with an optional comment box. Tapping the same thumb again clears it. Use the signal to work out which [knowledge documents](/sales-agent/knowledge/overview) you are missing. ### Shortcuts and languages [Suggestions, quick action pills, skill pills, and the all-tools panel](/sales-agent/agent/chat-experience) give buyers something to click. The language selector lets them switch languages mid-thread. ## Escalation behaves differently here On website chat the agent does not know the buyer's phone number, so before handing off it collects name, phone number, and consent through a short form. Then it escalates and emails your team. See [taking over a conversation](/sales-agent/conversations/review-and-take-over). ## Pre-qualification Runs inside the chat window. Once the buyer finishes, the vehicle they were last shown is attached to the lead as the vehicle of interest, so the lead lands with context already filled in. See [pre-qualification](/sales-agent/skills/pre-qualification). # The conversation inbox Source: https://docs.ekho.com/sales-agent/conversations/inbox Every AI conversation in one list, with filters to find the ones that need you. Open **Sales Agent** in your Admin Portal to see every conversation the agent is handling, across both channels, newest activity first. The Sales Agent inbox showing a conversation list, message thread, and lead panel Each conversation shows three things side by side: * **The list** of conversations, with the lead's name, a preview of the last message, and a timestamp. Sorted strictly by most recent activity, whether that message came from the buyer, the agent, or one of your reps. * **The thread**, so you can read the whole exchange. * **The lead panel**, with contact details, vehicle interest, pipeline stage, and qualification status. Click **View lead details** to open the full [lead drawer](/sales-agent/crm/lead-details) without leaving the inbox. ## Finding the conversations that matter Use the toolbar above the list: | Filter | What it does | | ------------- | --------------------------------------------------------------------- | | **Search** | Matches lead name, phone number, or anything said in the conversation | | **Channel** | Website chat, text message, or both. Counts show how many match | | **Status** | Open, Closed, Escalated. Pick several and they add together | | **Escalated** | A one-click toggle for conversations the agent handed to your team | **Clear all** resets everything at once. Start your day with the **Escalated** toggle on. That is your list of buyers waiting on a person. Clear it when you are done and you are back to the full timeline. ## Slack If your dealership uses Slack, every conversation is also forwarded to your Slack channel in real time. Each conversation opens its own thread, headed with the buyer's name, phone number, and channel, and every message lands as a reply in that thread. Nothing to set up beyond having the Sales Agent active. # Taking over a conversation Source: https://docs.ekho.com/sales-agent/conversations/review-and-take-over How to step in, and what the agent does once a human is involved. You can join any conversation at any time. Open it in the [inbox](/sales-agent/conversations/inbox) and send a message. **The agent pauses its automated replies for that conversation** as soon as you do, so you and the agent never talk over each other. ## When the agent hands off on its own The agent escalates to your team when it should not be the one answering: * The buyer asks for a person * The buyer is frustrated or is making a complaint * The question is outside what the agent handles, such as service work, a warranty claim, or a parts lookup How that plays out depends on the channel: * **Text message** — the agent escalates immediately and emails your team the buyer's details plus a summary. * **Website chat** — the agent first collects the buyer's phone number and consent through a short form, then escalates and emails your team. Escalation is automatic and needs no setup. Escalated conversations stay live and are flagged so you can find them with the **Escalated** filter in the inbox. ## What the agent does after escalating Once a conversation is escalated, the agent deliberately stops selling. It will not qualify, will not push for an appointment, and will not try to solve the problem itself. If the buyer keeps messaging, the agent replies briefly and warmly, acknowledges what they said, and reminds them that a team member has been notified. That is all. **Only a person can close an escalated conversation.** It stays open until one of your team members closes it, so nothing quietly disappears. What triggers a handoff, and how it differs by channel. # Exporting leads Source: https://docs.ekho.com/sales-agent/crm/export Pull lead data out as a file for your CRM, DMS, or your own reporting. Export from the **table view**, so you can filter to exactly the leads you want first. ## Exporting Export is a table-view action. Narrow by lead type, stage, assigned rep, or date. The export honours your filters, so you get that set rather than everything. Download the file. Filter before exporting. Exporting everything and cutting it down in a spreadsheet afterwards wastes the filtering you already have. ## What you get Contact details, lead type and source, pipeline and stage, assigned rep, vehicle interest, and the relevant dates. That is enough to reconcile which sources produce leads that actually close, how long leads sit before first contact, and how volume is distributed across your reps. ## Common uses * **Import to your CRM or DMS** — though if your CRM is [supported directly](/sales-agent/integrations/overview), automatic forwarding beats a manual file. * **Reporting** — attribution by source, response times, per-rep volume. * **Backup** — a periodic snapshot of your lead records. If you are exporting weekly to get leads into your CRM, set up a direct integration instead. ADF, DP360, Revvable, and Lightspeed are all supported. # Automatic lead capture Source: https://docs.ekho.com/sales-agent/crm/lead-capture Leads are created for you. Here is what triggers each one. You do not create leads by hand. Ekho captures them at each point a buyer shows intent. ## The triggers A buyer chats or texts with your agent. The lead is created once they provide contact details **and** TCPA consent. The agent asks for details right after answering their first question, so leads are captured before drop-off. If the buyer declines, the agent keeps helping and may ask again later. Pre-quals submitted from website chat arrive with the last vehicle shown attached as the vehicle of interest. A buyer asks about a listing. This works across your **entire** inventory, including units never configured for online sale, which makes it the broadest source you have. A buyer enters their email during checkout and leaves before finishing. One of the highest-intent leads in the system: they were far enough along to start entering details. A buyer in checkout chooses to complete the purchase at your dealership instead. They have decided to buy; they just want to do it in person. A buyer submits a pre-qual on your site to check financing eligibility. A buyer places an order but is declined by every lender, or declines the offer they got. Worth working rather than discarding, since a different structure or a co-signer often changes the answer. A buyer starts a reservation or deposit and does not complete it. ## Getting told about it Set a notification address so new leads reach your team. Each notification carries the buyer's details, what they were looking at, and the lead source. Use a shared inbox your team actually watches rather than one person's address. Leads routed to somebody on holiday go stale. ## Follow-up reminders When a lead is assigned to a rep, that rep gets a **Reach out to lead** task. If they do not log activity in time, your [escalation policy](/sales-agent/crm/lead-routing) takes over. ## Sending leads onward Qualified leads are forwarded to your CRM automatically, once per conversation so nothing duplicates. See [integrations](/sales-agent/integrations/overview). # The lead details drawer Source: https://docs.ekho.com/sales-agent/crm/lead-details Everything known about one buyer, in one panel. Click a lead to open its drawer. This is where a rep gets the full picture before making contact. ## What is in it * **Contact information** and vehicle interest * **Lead source**, so you know how they arrived * **Pre-qualification details**, if they submitted one * **Credit applications** * **Abandoned carts**, including what was in them * **Activities** — the log of every call, text, and email your team recorded * **Conversations** — if you have the AI Sales Agent, a tab with every AI conversation for this buyer Read the **Conversations** tab before you call. The buyer already told the agent their timeline, budget, and what they are looking at. Asking again is the fastest way to sound like you were not paying attention. ## Reach-out tasks If the lead was routed to you, a **Reach out to lead** task sits on the drawer. Logging activity, a call, a text, an email, marks the task complete and **stops escalation**. If you contact a buyer but do not log it, the system assumes nobody has, and your manager gets alerted. Log the activity. That is the signal the routing engine uses. An unlogged call looks exactly like no call at all. ## Reassigning Reassign from the drawer. The new rep gets a fresh reach-out cycle under the current escalation policy. ## Getting there from the inbox If you are reading a conversation in the [Sales Agent inbox](/sales-agent/conversations/inbox), click **View lead details** in the contact panel to open this same drawer without leaving the inbox. # Lead routing Source: https://docs.ekho.com/sales-agent/crm/lead-routing Assign every new lead automatically, and escalate the ones nobody touches. Routing assigns each new lead to a rep the moment it is captured, so nothing sits in an unassigned queue. Find it at **Resource settings → CRM → Lead routing**. Three cards to configure. **There is no on/off switch.** Routing is live when the eligible source list is non-empty **and** the rotation has at least one member. Clear either one and routing stops. ## 1. Lead sources Tick which lead types get routed. Unticked sources still appear in your table, they just stay unassigned for manual triage. Sources are grouped by pipeline: **Inbound** — Buy in person, Inquiry, Conversation **Digital Retail** — Abandoned cart, Rejected financing, Abandoned preorder cart, Pre qual Start narrow. Enable one or two high-value sources such as Inquiry and Pre-qualification, tune your escalation policy, then expand. Turning everything on at once buries your team. Changes apply to newly captured leads. Existing leads are not retroactively reassigned. ## 2. Rotation Add team members to a round-robin pool. Click **Add members**, search by name or email or filter by position, then confirm. Leads are distributed in the order members appear. The cursor persists across leads, so rep A gets the first, rep B the second, wrapping back around. Remove someone and the next lead skips them. ## 3. Escalation policy An ordered list of steps. Each fires after a delay and runs one action. | Action | What it does | | ----------------- | ---------------------------------------------------------------------------------------- | | **Remind rep** | Marks the reach-out task urgent so it jumps to the top of their list | | **Alert manager** | Notifies the rep's manager that the lead is overdue | | **Alert GM** | Notifies the General Manager | | **Reassign** | Passes the lead to the next rep, skipping the current assignee, and starts a fresh cycle | A typical policy: * **Step 1** — after 1 hour → Remind rep * **Step 2** — after 2 more hours → Alert manager * **Step 3** — after 24 more hours → Reassign Each step's timer starts when the **previous step** fires, not when the lead was assigned. ### Business hours Every step has a **Run timer only during business hours** toggle, on by default. With it on, the countdown only runs while you are open, so a lead arriving Friday evening does not escalate through the weekend. Turn it off and the timer counts wall-clock time. Steps with it on show a **Business hours only** chip. ### Grace period after business hours If an escalation becomes due while you are closed, a **grace period** holds it back for a set time after you reopen, so nobody arrives to a queue that fired the moment the doors opened. Set it in the footer of the Escalation policy card. Timers come from your **Business details** schedule and timezone. ## How a routed lead flows The cursor advances so the following lead goes to the next person. On the rep's task list and on the lead's drawer. Logging the activity completes the task. If nothing is logged before step 1 fires, the policy runs in sequence until the lead is contacted or fully escalated. **Logging activity is what stops escalation.** A rep who calls the buyer but does not log the call will still trigger a manager alert. ## Editing the policy later Each lead's escalation policy is **snapshotted when it is assigned**. Editing the config afterwards changes behaviour only for new assignments, not for leads already in flight. Manually reassigning a lead starts a fresh cycle on the latest policy. # CRM overview Source: https://docs.ekho.com/sales-agent/crm/overview Every lead Ekho captures, in one pipeline your team can work. Ekho captures leads across the whole buyer journey, not just from the Sales Agent. They all land in the **CRM** section of your Admin Portal, in a Kanban board or a table. ## Where leads come from | Type | Created when | Pipeline | | --------------------------- | ---------------------------------------------------------------------------------------------------- | -------------- | | **Conversation** | A buyer talks to your AI Sales Agent and shares contact details | Inbound | | **Inquiry** | A buyer asks about a listing. Works on **all** inventory, including units not set up for online sale | Inbound | | **In-person purchase** | A buyer asks to buy at the dealership rather than online | Digital Retail | | **Abandoned cart** | A buyer enters their email in checkout, then leaves | Digital Retail | | **Abandoned preorder cart** | A buyer starts a reservation or deposit and does not finish | Digital Retail | | **Pre-qualification** | A buyer submits a pre-qual to check financing | Digital Retail | | **Financing rejection** | A buyer is declined by all lenders, or declines an offer | Digital Retail | Each type is colour-coded in both views so you can tell at a glance where a lead came from. ## Two pipelines * **Inbound** — buyers who reached out to you. Conversations and inquiries. * **Digital Retail** — buyers who were already in a purchase flow. Abandoned carts, in-person requests, pre-quals, financing rejections. The distinction matters because the two need different follow-up. An abandoned cart is much further along than a first inquiry. Within a pipeline, leads move through stages. Drag them on the Kanban board or change the stage from the lead's drawer. ## Which product creates what Every source is generated by exactly one product: * **Transaction Engine** → in-person purchase, inquiry, abandoned cart, financing rejection, abandoned preorder cart, pre-qualification * **AI Sales Agent** → conversation If you do not have a product, the sources it creates appear **disabled** rather than hidden, with a tooltip saying which product is needed. Any selections you had saved are preserved, so enabling the product later restores your configuration. What data each source collects. Assign leads automatically and escalate stale ones. # Pipelines and stages Source: https://docs.ekho.com/sales-agent/crm/pipelines Two pipelines, because an abandoned cart is not the same as a first inquiry. Leads are split across two pipelines that reflect genuinely different sales processes. ## Inbound Buyers who reached out to you. * **Conversation** — talked to your AI Sales Agent * **Inquiry** — asked about a specific listing These buyers are early. They are gathering information and may be talking to other dealers. The work is qualification. ## Digital Retail Buyers who were already inside a purchase flow. * **Abandoned cart** — started checkout and stopped * **In-person purchase** — chose to finish at the dealership * **Pre-qualification** — checked their financing * **Financing rejection** — was declined, or declined the offer * **Abandoned preorder cart** — started a reservation and stopped These buyers have decided to buy. The work is removing whatever blocked them. Digital Retail leads deserve faster follow-up than Inbound. Someone who abandoned a cart was minutes from buying. Someone who sent an inquiry may be a month out. ## Switching pipelines Use the pipeline selector on the CRM page. Each pipeline has its own stages and its own board. ## Moving through stages Drag a lead between columns on the Kanban board, or change its stage from the [lead drawer](/sales-agent/crm/lead-details). Stages are for tracking follow-up progress, so keep them honest. A board where everything sits in the first column tells you nothing. # Viewing and searching leads Source: https://docs.ekho.com/sales-agent/crm/view-and-search Kanban for working the pipeline, table for filtering and bulk actions. Two views of the same leads. Switch between them at the top of the CRM page. ## Which one to use | | Best for | | ---------- | ------------------------------------------------------------------------------------- | | **Kanban** | Working the pipeline day to day. Drag leads between stages, see where everything sits | | **Table** | Filtering, sorting, bulk actions, and exporting | Most teams live in Kanban and drop into the table when they need to slice the list. ## Finding a lead **Search** matches buyer name, contact details, and vehicle interest. **Filters** narrow by lead type, stage, assigned rep, and date. In the table view you can combine filters and then export exactly that set. **Sorting** is available on the table's columns, so you can put oldest-first to find leads going stale. Sort by date with the oldest first once a week. Leads nobody has touched are the ones costing you money. ## Working with leads * **Reassign** — move a lead to a different rep. This starts a fresh reach-out cycle under your current [escalation policy](/sales-agent/crm/lead-routing). * **Change stage** — drag on the Kanban board, or edit in the drawer. * **Open the details** — click any lead to open the [lead drawer](/sales-agent/crm/lead-details). * **Export** — see [exporting leads](/sales-agent/crm/export). Bulk actions are available in the table view when you select several rows. # Business hours Source: https://docs.ekho.com/sales-agent/get-started/business-hours Where your hours live, and what actually uses them. Set them under **Account settings → Business details**, in the **Hours** section. These are the hours your customer support line is available. ## What uses them **The agent's context.** Your hours appear on the Sales Agent's **Context** section, so the agent can answer "are you open?" accurately instead of guessing. **Lead routing escalation.** Escalation steps can run their timers during business hours only, so a lead arriving Friday evening does not escalate through the weekend. There is also a **grace period after business hours**: if an escalation becomes due while you are closed, it waits that long after you reopen before firing. See [lead routing](/sales-agent/crm/lead-routing). ## What does not use them **Appointment availability does not come from your business hours.** It comes from the calendar you connect under Capabilities → Booking. Setting your hours does not make the agent bookable, and changing your hours does not change what slots it offers. See [appointment scheduling](/sales-agent/skills/scheduling). ## The agent still works when you are closed That is the point of the product. Outside your hours the agent keeps answering, qualifying, and booking against your calendar. It just sets honest expectations about when a person will follow up. Connect the calendar the agent books into. # Go-live checklist Source: https://docs.ekho.com/sales-agent/get-started/go-live-checklist Run through this before you point real traffic at the agent. ## Required The chat button appears on every page you expect it on. See [install on your website](/sales-agent/get-started/install-on-your-website). **General → Identity**. Required, and it is the name every buyer sees. **General → Conversation**. This decides what the agent drives toward, so the default may not be what you want. In **Account settings → Business details → Hours**. The agent uses these to answer availability questions, and lead routing uses them for escalation timing. If you want the agent booking appointments, connect a calendar under **Capabilities → Booking** and share it with the Ekho service account. Availability comes from that calendar, not from your hours. The agent only quotes units marked **Available**. ## Strongly recommended Response length in particular. Concise reads better over SMS. See [identity and personality](/sales-agent/agent/identity-and-personality). Pre-qualification, trade-in estimate, shipping fees, and booking are individually toggled. Set the minimum FICO score if you enable pre-qualification. Hours, policies, financing terms, current promotions. See [Knowledge](/sales-agent/knowledge/overview). So qualified leads land where your team already works. See [CRM forwarding](/sales-agent/integrations/overview). ## Worth doing * Set your **brand color** and font so the widget matches your site * Add **suggestions** so buyers have something to click instead of a blank box * Check the trigger button does not collide with a cookie banner or another chat tool * Enable **SMS** if you want text coverage * Add a few **smart replies** for questions you want answered in exact wording ## Test it like a buyer You should get a vehicle card with photo and price. The agent should say so and offer alternatives, not invent stock. Confirm the conversation shows up under the **Escalated** filter in your inbox. Confirm it lands on the right calendar at the right time. Expect to tune for the first couple of weeks. The fastest improvement is almost always uploading a knowledge document that answers whatever buyers keep asking. # Install on your website Source: https://docs.ekho.com/sales-agent/get-started/install-on-your-website One script tag puts the agent on the site you already have. The agent installs on your existing website. There is nothing to rebuild and no platform to move to. **If Ekho hosts your storefront, skip this page.** Turn the Website channel on and the agent appears automatically on every storefront page. It is deliberately suppressed inside checkout, account, login, and vehicle-detail frames so it does not stack on itself. You still need the snippet for any site you host yourself, like a marketing site or a microsite. ## Get your snippet Go to **Product settings → Sales Agent → Chat widget**, pick the domain, and open **Installation instructions**. Copy the snippet shown there. Always copy from that panel rather than from an example in these docs. The panel has your real key and always shows the current recommended snippet. The snippet looks like this: ```html theme={null} ``` Keys beginning `ek_test_` point at staging. Keys beginning `ek_live_` are production. ## Install it Best option if you use GTM, because you never touch your site's source. **Tags → New → Custom HTML** and paste your snippet. **Triggers → New → All Pages**. If this GTM container is shared across several sites, do **not** use All Pages. Scope the trigger to the specific hostname or you will load the wrong dealership's agent. Click **Preview**, enter your site URL, and check that the chat button appears and answers. Click **Submit**. Add the snippet to your site's ``, or just before the closing `` tag. It has to be on every page you want the agent on. If your platform has a header or footer code box, put it there so it loads site-wide. On DealerSpike that is the **Tracking Component**. ## Check it worked Load your site and confirm the chat button appears, then ask it something only your inventory would know, like a model you currently stock. If it answers with a vehicle card, you are live. Add `data-debug="true"` to the script tag while testing to get detailed logs in your browser console. Take it off when you are done. Give it a name, a voice, and an escalation address. # Set up your agent Source: https://docs.ekho.com/sales-agent/get-started/set-up-your-agent The settings you control, and where to find them. The agent starts working as soon as the snippet is installed. These are the settings you can change yourself. Everything here is under **Product settings → Sales Agent**. ## General → Conversation ### Goal Pick what the agent should be driving every conversation toward: | Goal | The agent works toward | | ------------------------- | ------------------------------------------- | | **Drive online purchase** | Completing a sale in checkout | | **Book an appointment** | Getting the buyer on your calendar | | **Connect to a dealer** | Handing the buyer to the right store | | **Provide information** | Answering well, without pushing a next step | Which goals appear depends on your account type, so you may not see all four. **Drive online purchase** needs checkout, and **Connect to a dealer** is for multi-store setups. This is the highest-leverage setting on the page. It changes what the agent treats as a good outcome. ### Smart replies Author your own answers for questions you want handled a specific way. Add, edit, and delete them from the Smart replies card. Use them where the exact wording matters, such as a warranty exclusion or a policy you want stated precisely. See [smart replies](/sales-agent/knowledge/smart-replies). ## General → Identity ### Sales Agent name A single text field: the name buyers see in chat and SMS. For example, `Julian`. Required, and up to 50 characters. ### Personality Four settings that shape how the agent sounds: | Setting | Options | | ------------------- | ----------------------------------------------------------------------------------- | | **Gender** | Male, Female | | **Response length** | Concise (short, to the point), Balanced, Thorough | | **Regional voice** | Neutral (no regional flavor), Southern, Midwestern, Northeast, West Coast, Canadian | | **Emoji usage** | On or off | **Response length** is the one buyers notice most. Concise suits SMS-heavy stores; Thorough suits considered purchases where buyers ask detailed spec questions. ## Capabilities Turn individual abilities on or off: | Capability | Notes | | ----------------------------- | --------------------------------- | | **Pre-qualification** | Also set a **minimum FICO score** | | **Instant trade-in estimate** | | | **Shipping fees** | Lets the agent quote shipping | | **Booking** | Configure your appointment types | ## The other tabs Widget appearance, launcher, and chat experience, per domain. Turn the text channel on. ## Settings owned elsewhere Three things the agent relies on live outside its own settings page: Account → Business details Resource settings → Knowledge Resource settings → Integrations # Nurturing leads Source: https://docs.ekho.com/sales-agent/grow/nurture-leads The cheapest growth available to you is the leads you already have. Before spending anything on new traffic, work what is already in your CRM. It costs nothing and the intent is already established. ## Let the agent do the reaching out The agent mines your CRM and re-engages aged and cold leads over text, instead of waiting for them to come back. See [re-engaging cold leads](/sales-agent/outbound/re-engage-cold-leads). Two settings shape it: how long to wait before following up, and how many attempts before stopping. ## Prioritise by how close they were Not all leads deserve the same effort: | Priority | Lead type | Why | | -------- | ------------------------ | ----------------------------------------------------------------- | | **1** | Abandoned cart | Was minutes from buying. Something specific stopped them | | **2** | Financing rejection | Wanted to buy and was declined. A different structure often works | | **3** | Pre-qualification | Checked financing, so they are serious | | **4** | In-person request | Decided to buy, just wanted to do it in person | | **5** | Inquiry and conversation | Earlier in the process, needs qualification | Sort your CRM by oldest-first once a week. Untouched leads are pure loss, and they are the easiest thing on this list to fix. ## Work out what actually blocked them The [lead drawer](/sales-agent/crm/lead-details) shows the abandoned cart contents, the pre-qual result, and the full agent conversation. Read it before making contact. Usually the blocker is obvious: payment higher than expected, unsure about delivery, waiting on a trade number. ## Make sure nothing goes stale [Lead routing](/sales-agent/crm/lead-routing) assigns every new lead immediately and escalates when nobody follows up. That is the structural fix for leads sitting untouched, rather than relying on people to remember. Reps must **log** their activity. An unlogged call looks identical to no call, so escalation fires anyway and your data on response times is wrong. # Grow overview Source: https://docs.ekho.com/sales-agent/grow/overview Practical ways to send more qualified buyers to your agent. The agent converts the traffic it gets. These guides are about getting it more of the right traffic. Fix the pages buyers already land on. Get found in Google and in AI answers. Profiles and content that actually drive clicks. Where to put a first ad budget. Work the leads you already have. Send buyers straight into checkout. ## Where to start In this order, because each one is cheaper than the next: 1. **Nurture the leads you already have.** Free, and your CRM is almost certainly holding value. 2. **Fix your website.** You are already paying for the traffic. 3. **Sort out search visibility.** Compounding, and it does not cost per click. 4. **Then buy traffic.** Paid works, but only once the pages it lands on convert. Buying ads before your website converts just means paying to lose buyers faster. Do the free things first. # Paid media Source: https://docs.ekho.com/sales-agent/grow/paid-media Where to put a first ad budget, and what to point it at. Do not start here. Paid traffic lands on your website, so if [your pages](/sales-agent/grow/your-website) do not convert, ads just make you lose buyers faster. Fix the destination first. ## The first campaign Facebook and Instagram, targeted to your delivery radius, pointed at a specific unit or a small set. Keep it narrow: one clear offer, one landing page, a budget small enough that learning is cheap. Point it at a [purchase link](/sales-agent/grow/purchase-links) so you can attribute sales rather than guess. ## Three strategies worth running **Drive inventory awareness.** Broad reach to your radius showing the range you carry. Cheapest per impression, slowest to convert. Good baseline. **Move specific units.** A single unit, sharp price, tight audience. Best for aged inventory. Highest intent, easiest to measure. **Promote a sale or event.** Time-boxed with a real deadline. Works because the urgency is genuine. ## Platform notes | Platform | Best for | | ----------------- | ---------------------------------------------------------------------- | | **Meta** | Visual discovery, broad local reach, retargeting | | **Google Search** | Buyers already looking for what you sell. Highest intent, highest cost | | **TikTok** | Younger buyers, video-first, cheap reach | ## Creative that works * **Real vehicles, real shop.** Stock photography reads as fake, because it is. * **Price in the creative.** It qualifies people before you pay for the click. * **Vertical video** for feeds and stories. * **Say the differentiator:** delivery, online purchase, financing in minutes. ## Where to send the click | Destination | When | | ----------------------- | --------------------------------------------------------------------- | | **Purchase link** | Promoting a specific unit. Straight into checkout, fully attributable | | **Search results** | Promoting a category or a sale | | **Vehicle detail page** | Buyers who want to research before committing | ## Measure it properly Install your pixels before you spend anything, or the first campaign teaches you nothing. # Custom purchase links Source: https://docs.ekho.com/sales-agent/grow/purchase-links Shareable URLs that drop a buyer into checkout with the deal already built. A custom purchase link is a URL that takes a buyer straight into checkout with a specific vehicle, price, and accessories already configured. You build one in the Admin Portal in a few minutes, with no website changes and no IT involvement. ## What you can set | Feature | What it does | | --------------------------- | ----------------------------------------------------------------------------- | | **Pre-configured vehicle** | The exact model, trim, and accessories the buyer sees | | **Custom discount** | A fixed amount, a percentage, or special financing, applied only to this link | | **Single-use or multi-use** | One buyer, or unlimited for a campaign | | **Buyer pre-fill** | Pre-populate name and email for a personal outreach | | **Salesperson attribution** | Credit the sale to a specific rep | | **Source identifier** | Tag the link so you can see which channel produced sales | ## How it works Configure vehicle, pricing, accessories, and settings in the Admin Portal. Website, email, social, text, an ad, or a QR code on print. They land in checkout with your configuration already loaded. Exactly like any other checkout. Compare links by source to find which channels actually sell. ## What they are good for * **Ad destinations.** Fully attributable, unlike sending traffic to a general page. * **Individual outreach.** A rep texts a buyer a link with their configuration and name pre-filled. * **Time-boxed offers.** A discount that only exists on this link, without touching your general pricing. * **Print and events.** A QR code that opens a real checkout. Give every channel its own link and source tag. Then "which of our marketing works?" becomes a question you can answer from data rather than opinion. A link-specific discount applies only to buyers using that link, so you can run an aggressive offer on one campaign without repricing your inventory. # Search and AI visibility Source: https://docs.ekho.com/sales-agent/grow/search-and-ai-visibility Get found in Google, and in the AI tools buyers now ask instead. Buyers find vehicles two ways now: searching Google, and asking an AI assistant. Both matter, and they reward slightly different things. ## Traditional search The fundamentals still apply, and most dealer sites still get them wrong. * **One page per unit,** with a unique title and description. Duplicate boilerplate across every listing means none of them rank. * **Real specs in text,** not baked into an image. Year, make, model, trim, mileage, price. * **Location words** in your copy. Buyers search "honda rebel near me" and "motorcycle dealer in \[city]". * **Fast pages,** especially on mobile, where most of this traffic is. * **Keep sold units resolving** to something useful rather than a 404. ## AI visibility When someone asks an AI assistant for a recommendation, it is reading and summarising pages. What helps: * **Plain, factual answers on the page.** AI extracts clear statements far better than marketing language. * **Real FAQ content.** Write out the questions buyers ask and answer them directly. * **Consistent details everywhere.** Your name, address, phone, and hours should match across your site, Google Business Profile, and directories. Contradictions make you a less reliable source. * **Structured data** on listings so specs are machine-readable. Test it. Ask an AI assistant what it recommends for a buyer in your area looking for what you sell. If a competitor comes up and you do not, that is your gap. ## Google Business Profile The highest-return thing you can fix in an afternoon. Claim it, then keep hours, address, phone, and photos accurate. It drives the "near me" searches that convert best. # Social media Source: https://docs.ekho.com/sales-agent/grow/social-media Profiles that convert, and content that is actually worth posting. ## Fix your profiles first This takes an hour and pays for itself before any content work. * **A link that goes somewhere useful.** Point it at inventory or a [purchase link](/sales-agent/grow/purchase-links), not your homepage. * **Say what you do in the bio,** including that buyers can purchase online and get delivery. * **Correct hours, address, and phone,** matching your website exactly. * **A recognisable profile image,** normally your logo. * **Enable messaging** and make sure somebody watches it. ## Content that earns a click Six formats that consistently work for dealers: | Format | Why it works | | ---------------------- | ------------------------------------------------------------------ | | **New arrivals** | Genuinely new information. Post the unit, price, and a link | | **Customer stories** | A delivery photo with permission beats any ad you could write | | **Educational** | "What to look for in a first bike" builds trust and gets saved | | **Seasonal campaigns** | Timed to riding season, holidays, tax refunds | | **Behind the scenes** | Your techs, your shop, your team. Makes you a place, not a listing | | **Quick tips and FAQ** | Short answers to what buyers actually ask | Every post promoting a specific unit should link to that unit, ideally through a purchase link so you can measure it. A post with no link is brand awareness, which is fine, but do not confuse it with selling. ## Practical notes * **Post the price.** Hiding it to force a message loses more buyers than it captures. * **Video outperforms photos** on every platform. A phone walkaround is enough. * **Reply to comments,** especially "is this still available?" * **Do not cross-post identically.** A vertical video does not work as a horizontal one. ## Where social leads land Buyers who message on social are not captured by Ekho automatically. Move them into a channel that is: point them at your website chat or your SMS number so the agent picks them up and the lead is created properly. # Optimizing your website Source: https://docs.ekho.com/sales-agent/grow/your-website The handful of changes that move the needle on an existing dealer site. You do not need a rebuild. A few specific changes to the pages buyers already reach do most of the work. ## The one change worth making first **Put online buying in your homepage hero.** Most dealer homepages lead with a brand image and a "View Inventory" button, which tells a buyer nothing they did not assume. If you can complete a sale online, say that above the fold: * A headline that states it plainly, for example *"Buy online. We ship to your home."* * A primary button that starts the purchase, not one that opens a brochure * A secondary button to browse inventory * Proof points underneath: instant financing approval, nationwide delivery, 100% online purchase Buyers do not expect to be able to buy a vehicle online. If you do not tell them, they will not try. ## Get the calls to action right Work through these in order: | Where | What should be there | | ------------------------- | ------------------------------------------------------------ | | **Homepage hero** | A primary action that starts a purchase | | **Header and navigation** | A persistent way into inventory and financing | | **Search results** | A **Buy now** action on each unit, not only "Send inquiry" | | **Vehicle detail pages** | Buy now, pre-qualify, and trade-in value, all above the fold | | **Footer** | Contact details, hours, and location | A vehicle detail page whose only action is "Contact us" wastes the buyer's intent at the exact moment it peaks. That page is where the decision happens. ## Match the buyer's journey Different pages carry different jobs: * **Homepage** — establish that buying online is possible * **Search results** — help buyers narrow down fast with real filters * **Vehicle detail page** — answer every question and offer the transaction * **Financing pages** — offer pre-qualification, not a phone number ## Make sure the agent is on all of it The chat assistant should load on every page, including your vehicle detail pages, since that is where buyers have the most questions. See [install on your website](/sales-agent/get-started/install-on-your-website). # DP360 Source: https://docs.ekho.com/sales-agent/integrations/dp360 ADF email forwarding with the vendor ID prefix DP360 needs. Use this if DP360 is your CRM. If your CRM takes standard ADF/XML by email without a special subject prefix, use [generic ADF](/sales-agent/integrations/overview) instead. DP360 expects leads by email with a specific subject-line prefix so it can route them to the right tenant. That is the only meaningful difference from generic ADF. ## Set it up **Resource settings → Integrations → CRM → DP360**. The identifier DP360 gave your dealership. **Required.** It becomes the email subject prefix DP360 uses for tenant routing. Click **Add destination** and enter the address DP360 leads should go to. Add more if several addresses should receive each lead. Ekho starts sending ADF/XML prefixed with your vendor ID on the next qualifying lead. A wrong or missing vendor ID means DP360 receives the email but cannot route it, so leads silently fail to appear. If leads are not showing up, check this first. ## Update or remove * **Update** — return to the DP360 sub-page, edit the vendor ID or destinations, and save. * **Remove** — click **Remove**. Other configured vendors keep receiving leads. # Lightspeed CRM Source: https://docs.ekho.com/sales-agent/integrations/lightspeed-crm Push leads directly into Lightspeed instead of emailing them. Leads are written straight into Lightspeed through its API. No email destinations involved. Lightspeed's CRM and DMS share one integration tile. This page is **lead push only**. Inventory sync and deal write-back are configured separately in the DMS section. If you use Lightspeed for both, you will normally configure both sections on the same sub-page. ## What you need Your **Lightspeed dealership ID**, from your Lightspeed account team. That is the only value you need. You do **not** need to request, paste, or rotate an AddProspect API key or a lead source ID. Ekho provisions both centrally and attributes every lead it pushes to a shared "Ekho Sales Agent" source inside Lightspeed. ## Set it up **Resource settings → Integrations → CRM → Lightspeed CRM**. In the **CRM** section. Ekho starts pushing leads on the next qualifying conversation. ## Checking it worked Leads appear in Lightspeed attributed to the "Ekho Sales Agent" source. If nothing shows up, the dealership ID is the thing to verify. # CRM forwarding Source: https://docs.ekho.com/sales-agent/integrations/overview Send qualified leads into the CRM your team already works out of. Ekho forwards qualified leads and rejected-financing handoffs into your CRM. You configure it yourself, with no engineering work. Find it at **Resource settings → Integrations**, with one sub-page per vendor. ## Pick your vendor Industry-standard ADF/XML by email. Use this unless your CRM is named below. ADF email with a required vendor ID as the subject prefix. ADF email to Revvable-registered addresses. Direct API push. No email destinations. Direct API via a Connected App and OAuth. Each vendor keeps its own destination list, so you can route different leads to different teams without overlap. You can run more than one vendor at once. ## Set up generic ADF ADF (Auto-Lead Data Format) is the XML format most dealership CRMs parse automatically. **Resource settings → Integrations → CRM → ADF**. Click **Add destination** and enter the address ADF leads should go to. Add as many as you need; every destination gets a copy of each lead. Forwarding starts on the next qualifying lead. Trigger a test lead, or wait for a real one, and confirm it appears. Most CRMs parse ADF/XML with no mapping work. ## When a lead is forwarded A lead is sent when: * The agent finishes qualifying the lead and the conversation ends * The buyer does not respond within **15 minutes** of the agent's first outreach * The conversation sits idle for **10 minutes** with no activity from either side * The conversation is escalated to your team * Dealer handoff is on and every lender rejects the buyer's financing application **Each lead is forwarded once per conversation**, so nothing arrives twice. The 10-minute idle window is deliberately short so your team can pick up a warm lead while the buyer is still engaged. ## What is in a forwarded lead Contact details, vehicle interest, a conversation summary, and appointment details if one was booked. ## Checking what is connected The **Context** tab of your Sales Agent settings has a read-only **CRM forwarding** card listing every vendor and whether it is configured, with a one-click link into each one's setup page. ## Removing a vendor Click **Remove** on that vendor's sub-page. Leads keep flowing to any other vendors you have configured. # Revvable Source: https://docs.ekho.com/sales-agent/integrations/revvable ADF email forwarding to your Revvable-registered addresses. Use this if Revvable is your CRM. Otherwise use [generic ADF](/sales-agent/integrations/overview). ## Set it up **Resource settings → Integrations → CRM → Revvable**. Click **Add destination** and enter the address Revvable expects leads at. Add more if needed. Ekho starts sending ADF/XML on the next qualifying lead. ## Update or remove * **Update** — edit the destinations list on the Revvable sub-page and save. * **Remove** — click **Remove**. Other vendors keep receiving leads. The triggers and timing that apply to every vendor. # Salesforce Source: https://docs.ekho.com/sales-agent/integrations/salesforce A direct API integration through a Connected App and OAuth. Leads are created directly in Salesforce over its API. No email destinations. This is the most involved CRM integration, because Salesforce requires a Connected App on your side. ## What you need * A Salesforce administrator who can create a Connected App * The credentials that app produces Set this up with your Salesforce admin. It needs org-level permissions that a standard user does not have. ## Set it up Your Salesforce admin creates a Connected App enabled for OAuth, and records the credentials it issues. **Resource settings → Integrations → CRM → Salesforce**. Enter the credentials and complete the OAuth authorization to link Ekho to your Salesforce org. Check that Ekho's lead fields land on the right Salesforce fields for your org. Trigger a test lead and confirm it lands in Salesforce with the fields populated. ## Troubleshooting | Symptom | Usual cause | | ------------------- | ---------------------------------------------------------------------------- | | Authorization fails | The Connected App is not enabled for OAuth, or the credentials were mistyped | | Leads missing | The authorization expired, or the connected user lost permissions | | Fields empty | Field mapping does not match your org's configuration | Because this is a direct API integration, a Salesforce-side permission change can break forwarding without anything changing in Ekho. If leads stop arriving, check the connection status first. # Uploading documents Source: https://docs.ekho.com/sales-agent/knowledge/documents File types, size limits, processing statuses, and how to fix a failure. ## Upload **Resource settings → Knowledge**. In the Documents section header. You can select several files at once. The status column updates live and the table refreshes itself while processing. Once a document reads **Indexed**, the agent can use it. ## What you can upload | Format | Extension | | -------------- | --------- | | PDF | `.pdf` | | Microsoft Word | `.docx` | | Markdown | `.md` | Maximum **100 MB** per file, and PDFs up to **500 pages**. ## Statuses | Status | Meaning | | ----------- | ---------------------------------- | | Pending | Queued | | Parsing | Pulling content out of the file | | Extracting | Identifying key information | | Chunking | Splitting into searchable sections | | Indexing | Storing sections for search | | **Indexed** | Ready to use | | Failed | Something went wrong | ## Categories are automatic Every document is classified for you. You do not pick, and you cannot override it, which keeps classification consistent. | Category | Covers | | --------------------- | ------------------------------------------------- | | About & Locations | Dealership info, contact details, hours | | Brand & OEM | Brand history, manufacturer information | | Financing & Insurance | Financing options, loan terms, insurance products | | Service & Parts | Service procedures, parts, maintenance, warranty | | Policies | Returns, terms, privacy, cancellation | | Promotions & Events | Promotions, events, discounts, seasonal deals | | Products & Specs | Specs, features, technical details, manuals | ## Managing documents * **Delete** — the **more actions** menu (three dots) on the row. Removed immediately, and the agent stops using it. * **Re-index** — same menu, but only appears on **Failed** documents. ## When a document fails Usually one of three causes: 1. **A scanned PDF with no text layer.** The most common one. Images of text cannot be parsed. Re-save with OCR, or retype the content. 2. **Password-protected.** Remove the protection and re-upload. 3. **Corrupted.** Confirm it opens on your own machine. Try **Re-index** first. If it fails again, look at the three causes above rather than re-uploading the same file repeatedly. ## How many is too many There is no fixed document limit. But each reply draws on a limited amount of context, so the agent selects only the most relevant sections per question. A few well-organised documents beat many overlapping ones. Two documents that disagree about your return policy give the agent no way to pick the right answer. # Inventory and website grounding Source: https://docs.ekho.com/sales-agent/knowledge/inventory-and-website The two sources the agent uses automatically, with nothing to configure. Two of the agent's most important sources need no setup at all. ## Live inventory The agent is grounded in your current stock on **every reply**, not on a nightly snapshot. It only references units whose assignment status is **Available**: physically on hand, not locked to an order already in progress, and not sold. In plain terms, a buyer could buy it today. Two consequences worth knowing: * A unit still in **Draft** but sitting on your lot **is** eligible. * A unit marked **Published** but already locked to another order **is not**. This is a stricter test than publish status, and it is deliberate. The agent will never quote a buyer something you cannot actually deliver. If you do not stock a brand or category, the agent says so, even if older marketing copy on your website claims otherwise. Buyers asking about something out of stock get steered toward what you do have. Awareness updates on the next conversation turn when a unit sells, arrives, or is unassigned. A unit's publish state is reflected by the **Locked** indicator. ### Units without a category still get found If some units have not been categorised yet by the matching pipeline, the agent still finds them. A question like "what ATVs do you have?" is answered by matching against make, model, description, and specs rather than a strict category filter, so newly imported stock is not silently invisible. Nothing for you to do. ## Your website Two things happen here. **The page the buyer is on.** The agent reads the URL, title, and main content of the current page so it can answer "what's the price on this one?" directly. Navigation, headers, footers, and hidden elements are skipped. Only URL and title are stored with the conversation; the body text is used for that turn and discarded. **Your site URL.** Used when pointing buyers somewhere useful. It is read-only on the Sales Agent **Context** tab and owned by **Account settings → Business details**. If it is unset you will see **Not configured**. The agent works without a website URL, but conversations are more useful when it can point buyers to the right page. Set it during onboarding. ## Vehicle colors When a buyer asks about a unit, the agent includes its available colors, using the real marketing names from your catalog such as "Carrara White" rather than just "white". Automatic. ## Fees When a buyer asks about fees, the agent quotes your configured **flat** fees, like documentation and setup fees. Fees on variable pricing models are deliberately **not** quoted. The agent points the buyer to your team for those instead of risking a wrong number. Fee amounts come from your service fee settings. Edit them under **Product settings → Transaction Engine** and the agent picks up the change. # Knowledge overview Source: https://docs.ekho.com/sales-agent/knowledge/overview Teach the agent your policies, promotions, and product details. The agent knows general sales process out of the box, and it knows your live inventory. What it does not know is *your dealership* — your warranty terms, your return policy, this month's promotion. Knowledge is where you fix that. Upload your documents and the agent uses them to answer. Find it at **Resource settings → Knowledge**. ## How it works A PDF, Word file, or Markdown file with your business information. The file is parsed, classified, split into searchable sections, and indexed. Usually a few minutes. When a buyer's question is relevant, the agent finds the best-matching sections and answers from them. A source count appears in the **Thought for Xs** panel above the reply. Your document names are never shown to buyers. The agent only reaches for knowledge when the question calls for it. Greetings and appointment booking do not trigger a lookup. ## What the agent draws on Knowledge documents are one of several sources: What you upload. The part you control. Your current available stock, refreshed every turn. The page the buyer is on, plus your site URL. Previous conversations are indexed automatically. Always on, nothing to configure. ## What to upload first Start with whatever your team answers over and over: * Hours, locations, contact details, team bios * Vehicle specs, feature comparisons, owner manuals * Current deals, seasonal offers, pricing sheets * Return policy, warranty terms, service agreements * Financing options, payment plans, credit requirements * Maintenance schedules, parts catalogs Keep it current. When a promotion changes, upload the new version and delete the old one. The agent has no way to know which of two contradictory documents is newer. Knowledge is part of the AI Sales Agent product. If you do not see it in settings, contact your account manager. # Smart replies Source: https://docs.ekho.com/sales-agent/knowledge/smart-replies Author your own answers for the questions you want handled a specific way. Documents are the right tool for reference material. Smart replies are for questions where you want to control the answer word for word. Typical cases: * A question with a legally careful answer, like what your warranty does not cover * A policy you want stated exactly, not paraphrased * A question your team is tired of answering * Anything where the agent's own phrasing has been slightly off ## Smart replies versus documents | | Documents | Smart replies | | -------------------- | ------------------------------------------- | ---------------------------- | | Best for | Reference material, specs, manuals | Specific recurring questions | | The agent | Retrieves and paraphrases relevant sections | Uses your authored answer | | Effort | Upload a file you already have | Write each one | | Control over wording | Indirect | Direct | Most dealers use both. Documents give breadth, smart replies pin down the handful of answers that matter most. ## Finding the ones worth writing You do not have to guess. Two signals tell you: 1. **Thumbs-down ratings** in website chat. Buyers flag replies that missed. 2. **Your own inbox.** Read [conversations](/sales-agent/conversations/inbox) for a week and the repeated questions become obvious. Write smart replies in response to real conversations rather than imagining what buyers might ask. The questions people actually ask are rarely the ones you would have predicted. The fastest way to find what your agent is getting wrong. # Re-engaging cold leads Source: https://docs.ekho.com/sales-agent/outbound/re-engage-cold-leads The agent works your existing CRM instead of waiting for new traffic. Most dealers have far more value sitting in old leads than in this week's new ones. The agent mines your CRM and re-engages aged and cold leads over text, rather than only reacting to inbound. ## Follow-up on active conversations Buyers who go quiet mid-conversation get timed follow-ups that reference what was already discussed, rather than a generic nudge. Two settings control it: * **Follow-up timing** — how long to wait before following up * **Maximum follow-ups** — how many attempts before the agent stops Set a maximum you would be comfortable receiving yourself. Persistence past a few unanswered messages costs you goodwill and gains you nothing. ## When a lead reaches your CRM Leads are forwarded once per conversation, so nothing arrives twice. Forwarding happens when: * The conversation ends after the agent qualified the lead * A lead goes inactive after follow-up attempts are exhausted * The conversation is escalated to your team Each forwarded lead carries contact details, vehicle interest, a conversation summary, and appointment details if one was booked. Connect ADF, DP360, Revvable, or Lightspeed. # Channels Source: https://docs.ekho.com/sales-agent/overview/channels Website chat and text message. What each one does and how they share memory. The AI Sales Agent works on two channels: **website chat** and **text message**. Both are included, and you can run either on its own or both together. A chat assistant on the site you already have. One line of code to install. Buyers text your dealership number and get an answer back in seconds. Both channels feed one inbox and share the same memory, so a buyer who starts in chat and later texts you does not have to start over. ## What differs between them | | Website chat | Text message | | ------------------------------ | -------------------------------- | ----------------------------- | | Vehicle cards with photos | Yes | Links only | | Reads the page the buyer is on | Yes | Not applicable | | Pre-qualification | Opens in the chat | Sent as a link in the message | | Escalation | Collects phone and consent first | Escalates right away | | Skill shortcut buttons | Yes | No | | Buyer can rate a reply | Yes | No | ## Turning them on Each channel is toggled independently under **Product settings → Sales Agent**, on that channel's own tab. You can enable one without the other, and you can flip a channel on before the rest of your setup is finished, though the agent works best once your business details are in place. # How it works Source: https://docs.ekho.com/sales-agent/overview/how-it-works What happens between a buyer's first message and a booked appointment. Someone opens chat on your website or texts your dealership number. The agent replies in seconds, at any hour. The agent searches your live inventory and your [knowledge documents](/sales-agent/knowledge/overview) to answer. It knows which page the buyer is looking at, so "what's the price on this one?" just works. Once it has answered the first question, the agent asks for contact details. A lead is created as soon as the buyer shares their information and gives consent. If they decline, the agent keeps helping and asks again later. The agent works out timeline, budget, trade-in, and financing readiness, then offers open appointment slots and books directly onto your calendar. The conversation, the buyer's answers, and the appointment are all in your [inbox](/sales-agent/conversations/inbox) and your [CRM](/sales-agent/crm/overview). Your rep closes instead of re-qualifying. ## It only sells what you can actually deliver This is the part dealers care about most. The agent is grounded in your live inventory on every single reply. It only references units whose assignment status is **Available**, meaning the unit is physically on hand, is not locked to an order already in progress, and has not sold. A buyer could purchase it today. That has two useful consequences: * A unit still in **Draft** but sitting on your lot is fair game. * A unit marked **Published** but already locked to another order is not. If you do not stock a brand or category, the agent will not claim you do, even if older copy on your website says otherwise. Buyers asking about something you are out of get guided toward what you actually have. No setup required. Inventory grounding is on for every conversation, and the agent re-checks on every turn, so it updates the moment a unit sells or arrives. ## It understands how people actually talk The agent searches by meaning, not just keywords, so buyers do not have to know your model names. | A buyer types | They get | | ------------------------------------ | ---------------------------------------------------------- | | "beginner sport bike" | Entry-level sport models, even though no listing says that | | "something for commuting under \$8k" | Affordable, fuel-efficient units | | "ninja" | Kawasaki Ninja listings, no full model name needed | | "nnja 400" | The same results, typo and all | | "the green kawasaki" | Kawasaki units available in green | Results come back as cards in the chat with a photo, price, condition, and distance from the buyer. A vehicle details page with the chat assistant answering a question about it If a buyer clicks a card and lands on the listing page, the conversation follows them and reopens where they left off. # What the AI Sales Agent is Source: https://docs.ekho.com/sales-agent/overview/what-it-is A sales assistant that answers every lead on your website and by text, day or night. The AI Sales Agent answers your leads for you. It replies in seconds, knows what is on your lot today, qualifies the buyer, and books the appointment. Your team walks into a conversation that is already warm. It works on two channels: **chat on your website** and **text message**. A dealership homepage with the Ekho chat assistant open in the corner ## What it does Replies in under five seconds, 24 hours a day. No lead waits until morning. Quotes only units a buyer could actually buy today. Never invents stock you do not have. Asks about timeline, budget, trade-in, and financing without sounding like a form. Offers real open slots and puts the buyer on your calendar. ## How it fits with what you already have * **Your website stays yours.** The agent installs onto the site you already run, so there is nothing to rebuild and no platform to move to. * **Your team still closes.** The agent handles the first response, the qualifying, and the booking. Your rep walks into a conversation that is already warm. * **Your existing tools keep working.** Conversations and leads flow into the CRM and DMS your team already uses. See [CRM forwarding](/sales-agent/integrations/overview). * **Two channels, one thread.** Website chat and text message share the same memory, so a buyer who switches between them never repeats themselves. See [Channels](/sales-agent/overview/channels). ## Where you manage it Everything lives in the **Sales Agent** section of your Admin Portal: the conversation inbox, your agent's settings, and the knowledge it draws on. Install the agent on your website and configure it. Most dealers are live the same week. # Buy now Source: https://docs.ekho.com/sales-agent/skills/buy-now A conversation that ends in a completed, compliant purchase. This is the skill that separates the agent from a chatbot. Instead of stopping at an appointment, the conversation can end in a finished sale. A chat conversation showing price, taxes, fees, and total with a Get started button ## What the buyer sees A full breakdown before they commit to anything: vehicle price, taxes, fees, and the total. Then **Get started** takes them into checkout. The numbers are real, not estimates. Taxes come from the tax engine at jurisdiction-level accuracy, and fees are your configured fees. ## What happens next The buyer moves into the Transaction Engine and completes the whole purchase online: identity verification, financing, protection products, contracts, titling, and registration. ## Requirements Buy now needs the Transaction Engine. If you only have the AI Sales Agent, the agent will qualify and book but cannot complete a sale. Talk to your account manager about adding the Transaction Engine. Most dealers start with the Sales Agent and add it once they see how much traffic is ready to transact. ## Why it matters An appointment is a good outcome. A completed sale is a better one. Because the conversation can hand off into a compliant checkout, a buyer three states away at midnight can finish the purchase then and there, instead of leaving you a callback request to work the next morning. # Escalation Source: https://docs.ekho.com/sales-agent/skills/escalation How the agent hands a conversation to your team, and what it does afterwards. Escalation is automatic. There is nothing to configure. ## What triggers a handoff The agent escalates when it should not be the one answering: * The buyer asks to speak to a person * The buyer is frustrated or is making a complaint * The question is outside what the agent handles, such as service work or a warranty claim **Parts and accessories questions are not escalated.** The agent answers those from your knowledge documents and catalogue, and only escalates if the buyer explicitly asks for a human. ## How it differs by channel | | What happens | | ---------------- | ---------------------------------------------------------------------------------------- | | **Text message** | Escalates immediately, since your team already has the buyer's number | | **Website chat** | Collects the buyer's phone number and consent through a short form first, then escalates | ## What the agent does afterwards It deliberately steps back. It stops selling, stops qualifying, and stops trying to book. If the buyer keeps messaging, the agent replies briefly, acknowledges what they said, and reiterates that a team member has been notified. It does not try to solve the problem or offer alternatives. **Only a person can close an escalated conversation.** The agent never closes one itself, so nothing gets quietly dropped. ## Finding escalated conversations An escalated conversation stays live and is stamped with the moment it was first handed off, so it is easy to find. Use the **Escalated** toggle in the [inbox](/sales-agent/conversations/inbox) to scope the list to conversations waiting on a human. Make that filter the first thing you check each morning. It is your queue of buyers waiting on a person, and nothing else on the page is as time-sensitive. How to step in, and what happens to the agent when you do. # Skills overview Source: https://docs.ekho.com/sales-agent/skills/overview The specific jobs the agent can do inside a conversation. Skills are the things the agent can *do*, as opposed to questions it can answer. Each one happens inside the conversation, so the buyer never gets handed off to a form on another page. A soft-pull rate estimate without leaving the chat. A market-based number for the buyer's current vehicle. Books onto your team's real calendar. Takes a compliant refundable deposit to hold a unit. Surfaces the deals a buyer actually qualifies for. Hands off into full online checkout. Gets a human involved when one is needed. ## Where buyers find them Skills surface in three places in website chat: * **Skill pills** on the chat bubble, before the window is even opened * **The all tools panel**, a full grid of every available skill * **In conversation**, when the agent judges a skill is relevant Configure which pills appear under [chat experience](/sales-agent/agent/chat-experience). If you configure none, a sensible default set is used, so the panel is never empty. ## What the agent handles without a skill Some things people expect to be escalations are just answered: * **Parts and accessories questions** — answered from your knowledge documents and catalog. These used to be escalated automatically; now the agent keeps the conversation going and only escalates if the buyer explicitly asks for a person. * **Servicing and maintenance guidance** — general questions answered directly. * **Fee questions** — your configured flat fees quoted automatically. * **Color availability** — real marketing color names from your catalog. ## Built-in safety protection The **age and safety guardrail** runs on both channels automatically. If a conversation implies a minor may be operating the vehicle, the agent provides the required legal notice, once per conversation, then carries on normally. It protects your dealership on every conversation without anyone having to remember it. # Pre-qualification Source: https://docs.ekho.com/sales-agent/skills/pre-qualification A soft-pull rate estimate inside the conversation, with no credit impact. The buyer gets a real financing picture without leaving the chat and without touching their credit score. A chat conversation showing a pre-qualified buyer with three matching vehicles and monthly payments ## How it runs per channel **Website chat** — the flow opens inside the chat window. **Text message** — the agent sends the link straight in the message body, for example *"Get pre-qualified: [https://your-dealership.example.com/](https://your-dealership.example.com/)..."*. No "reply YES" step. It is your own branded checkout URL. On text, if no checkout URL is configured for your dealership, the agent invites the buyer to contact you rather than sending a broken link. Make sure your checkout URL is set. ## What the agent does with the result The agent adapts and, importantly, never uses discouraging language. **Approved** — it congratulates the buyer and points at the most useful next step, based on what your dealership has enabled: * Online checkout enabled → encourages completing the purchase online * Appointment booking enabled → suggests booking time with a rep * Neither → tells them a team member will help them move forward **More information needed** — the tone stays positive. The agent **never says "denied" or "rejected."** If booking is enabled it suggests time with a financing specialist; otherwise it explains a team member can walk through options. No configuration needed. The agent works out the right next step from the capabilities your dealership has turned on. ## The lead arrives with context When a buyer submits pre-qualification from website chat, **the vehicle they were last shown is attached to the lead as the vehicle of interest**. Pre-qual leads from the agent land in your Admin Portal with the right vehicle already populated, so nobody has to reconstruct what the buyer was looking at. # Promotions Source: https://docs.ekho.com/sales-agent/skills/promotions The agent surfaces deals a buyer qualifies for, including on stock you have not taken in yet. The agent knows about your active promotions and your OEM's promotions, and brings up the ones a buyer actually qualifies for. ## The part worth understanding Promotion targeting is **a rule evaluated when the buyer asks**, not a fixed list of vehicles picked when you created the promotion. So a promotion you write today automatically covers qualifying units you take in next month. You do not have to go back and add them. The agent will surface a deal on a unit that did not exist when the promotion was written. This is the same promotions engine that runs in checkout, so a deal the agent mentions is the deal the buyer gets at payment. ## What the agent handles * Your own dealer promotions * OEM promotions you have accepted * Stacking rules, so it does not promise two deals that cannot combine * Per-rooftop availability, so it does not offer a sibling store's promotion ## Keeping it accurate The agent reads your live promotion configuration, so accuracy is a matter of keeping that current. Two things to watch: 1. **Expired promotions.** End them in the Admin Portal rather than leaving them running. 2. **Promotions only described in a knowledge document.** If a promotion exists as a PDF you uploaded but not as a configured promotion, the agent may describe terms that checkout will not honour. Configure it properly and delete the stale document. A promotion that lives only in an uploaded document is the most common source of a mismatch between what the agent promises and what the buyer is charged. # Reservations and deposits Source: https://docs.ekho.com/sales-agent/skills/reservations-and-deposits Hold a unit with a compliant, fully refundable deposit. When a buyer is ready to commit but not ready to complete a full purchase, the agent can take a deposit and hold the unit. A chat conversation taking a refundable deposit to reserve a vehicle ## What the buyer sees The agent states the terms before asking for anything: **the deposit is fully refundable at any time, no questions asked.** Then it collects first name, last name, phone number, and email, and moves the buyer to review and sign. ## Why this is more than a payment link The paperwork is the point. A reservation produces a compliant, signed record of what the buyer agreed to, which is what makes it safe to take money from someone you have never met. Anyone can put a payment form in a chat window; the compliance work behind it is the difference. ## Converting to a sale A reservation is a starting point, not the end. Once your team has spoken to the buyer, the reservation converts into a full order without the buyer re-entering anything. Reservations appear under **Preorders** in your Admin Portal, where you manage and convert them. Preorder is an add-on building block rather than part of the base Sales Agent package. Talk to your account manager if you do not see it. # Appointment scheduling Source: https://docs.ekho.com/sales-agent/skills/scheduling The agent books onto a real calendar, not into a request form. Once a buyer is qualified, the agent offers genuinely open times and books them. No "someone will call you to arrange a time". A chat conversation confirming an appointment for a specific date and time ## Set it up Under **Product settings → Sales Agent → Capabilities**, in **Booking**. Each appointment type is configured separately: | Field | What it does | | ------------------------ | ------------------------------------------------------------------- | | **Appointment duration** | Default length for this type | | **Notification email** | Where booking notifications for this type are sent | | **Calendar provider** | Which calendar service you use | | **Calendar ID** | The specific calendar, for example `name@group.calendar.google.com` | Use a calendar your team actually keeps current. The agent reads it as the truth about who is free. This is what lets the agent check availability and write bookings back. Without the share, it cannot see or book anything. So your team hears about a booking without watching the calendar. Availability comes from the connected calendar, not from your business hours. If the calendar is wrong or unshared, the agent cannot book, no matter what your hours say. ## Appointment types Sales consultations and showroom visits are available today. Additional types, including test drives and demo rides, appear in the Booking section as they ship. ## What happens on booking * The appointment lands on the connected calendar * Notification goes to the address set for that appointment type * The appointment is attached to the lead * It travels with the lead when it is forwarded to your CRM ## Booking outside your hours A buyer messaging at 11pm still gets booked, into the next slot your calendar shows as free. The agent does not pretend somebody is available right now. The scheduling queue showing booked appointments on a calendar # Trade-in valuation Source: https://docs.ekho.com/sales-agent/skills/trade-in A market-based estimate on the buyer's current vehicle, in the conversation. Most buyers have something to trade, and the number is often what decides whether they engage at all. The agent collects the details and returns a market-based estimate without the buyer leaving the thread. A chat conversation collecting vehicle condition, VIN, and odometer reading for a trade-in ## What it asks for * **Condition** — Excellent, Good, Fair, or Poor * **VIN** * **Odometer reading** * **Contact details** — name, phone, and optionally email Condition as a simple four-way choice is deliberate. Asking a buyer to self-assess in more detail than that produces worse data, not better. ## Why it matters for your team A trade-in estimate is one of the strongest qualification signals you can get. It tells you the buyer is serious, and it gives your rep a number to work from before the buyer walks in. The valuation and the vehicle details land on the lead, so whoever picks it up sees the trade context alongside the rest of the conversation. The estimate is a market-based indication to move the conversation forward, not a committed offer. Your team confirms the final number after inspecting the vehicle. Review trade details on the lead. # Analytics dashboard Source: https://docs.ekho.com/transaction-engine/analytics/dashboard Your current performance at a glance. Click **Analytics** in the left navigation of your Admin Portal. ## The metric cards | Card | What it shows | | ----------------------------- | --------------------------------------------------------------- | | **Total orders** | Every order in your system, all stages, cumulative since launch | | **Active orders** | Orders currently in progress. Your live pipeline | | **Revenue this month** | Current calendar month, resetting on the 1st | | **Leads requiring follow-up** | Abandoned carts, financing rejections, and in-person requests | **Leads requiring follow-up** is the most actionable number on the page. Those buyers were mid-purchase and stopped. See [nurturing leads](/sales-agent/grow/nurture-leads). ## Trends * **Orders over time** — daily volume for the last 30 days, for spotting patterns * **Revenue trend** — daily and weekly revenue * **Conversion funnel** — where in the buyer journey people drop off The funnel is the one worth studying. A consistent drop at a particular step is usually something you can fix. ## Recent activity A chronological feed of new orders, payments received, action items completed, leads generated, and order status changes. Useful for a quick sense of whether anything unusual is happening. ## Time periods Most metrics can be filtered by period, from today through longer ranges. **Today** is a real-time view for spotting immediate problems; longer ranges are for judging trends. Do not read too much into a single day. Vehicle sales are low-volume and high-value, so daily numbers are noisy. Weekly and monthly views are where the signal is. Detailed sales and payment reports you can export. # Reports Source: https://docs.ekho.com/transaction-engine/analytics/reports Detailed, exportable reports for sales and payments. Where the dashboard gives you a view, **Reports** gives you data you can take away. The Reports page listing available report types with generate actions ## What is available What sold, to whom, for how much. Every payout, matched to its order. You can also [export orders](/transaction-engine/orders/export) and [export leads](/sales-agent/crm/export) directly from their tables. ## Sales versus payments Worth keeping straight, because they answer different questions and will not tie exactly in any given month. | | Answers | | ------------------ | ----------------- | | **Sales report** | What did we sell | | **Payment report** | What were we paid | A sale and its payments can land on either side of a month boundary, especially when financing is involved. That is expected. ## Generating and exporting Pick a period, generate, review the overview and table, then download for your accounting system. Filter before you export. It is faster than trimming a large file afterwards. ## Monthly routine A repeatable month-end process that catches problems while they are still fixable. # Analytics and pixels Source: https://docs.ekho.com/transaction-engine/integrations/analytics-and-pixels Track conversions so you can tell which marketing actually sells vehicles. Connect your ad platforms and analytics so conversions from Ekho checkout are attributed back to the campaigns that produced them. Set these up **before** you spend on ads. Without conversion tracking, a campaign cannot tell you anything, and you cannot get the data retrospectively. ## What you can connect | Integration | What it does | | -------------------- | ----------------------------------------------------------------------------- | | **Google Ads** | Server-side conversion tracking with Enhanced Conversions | | **Google Analytics** | Buyer behaviour and conversions in checkout, including via Google Tag Manager | | **Meta Pixel** | Conversion tracking for Facebook and Instagram campaigns | | **TikTok Pixel** | Conversion tracking for TikTok campaigns | | **Tracklution** | Server-side tracking that unifies performance across platforms | ## Server-side tracking matters here Several of these are server-side rather than browser-based. That makes them resistant to ad blockers and browser privacy restrictions, which browser pixels increasingly are not. For a vehicle sale, where a single conversion is worth thousands, losing a meaningful share of conversions to blocked pixels materially misleads your optimisation. ## Attribution follows the buyer The [Ekho SDK](/api-reference/sdk/overview) captures marketing attribution at first load, including UTM parameters and click IDs such as `gclid`, `fbclid`, and `msclkid`, plus referrer and landing page. That is persisted and carried through the whole buyer journey, so a sale is attributed to the click that started it even though checkout happens later. ## Setting them up Each has its own page under **Resource settings → Integrations**. You will generally need the account or pixel ID from that platform. Connect Google Analytics even if you are not running ads. Knowing where checkout abandonment happens is worth having regardless. ## Measuring campaigns properly Pair pixels with [custom purchase links](/sales-agent/grow/purchase-links) and give each channel its own source tag. Then "which marketing works?" is answerable from data rather than opinion. # Website platforms Source: https://docs.ekho.com/transaction-engine/integrations/website-platforms How Ekho works with the common dealer website providers. Ekho reads your website to enrich inventory, and installs the [Buy Now button](/transaction-engine/embed/buy-now-button) and [chat assistant](/sales-agent/get-started/install-on-your-website) onto your existing pages. ## Supported platforms | Platform | What Ekho does | | --------------------- | ----------------------------------------------------------------------------------------------- | | **Dealer Spike** | Syncs inventory content from your site. Has a header/footer code area for the script | | **PixelMotion** | Syncs inventory content from your site | | **Dealer Accelerate** | Syncs inventory content from your site | | **Motion** | Syncs inventory content from your site | | **Shopify** | See [Shopify](/transaction-engine/integrations/shopify) for checkout integration and order sync | You do not need a supported platform. Ekho can read most dealer websites, and the script tag works anywhere you can add code. ## Installing the script Two approaches, in order of preference: Best option, because you never touch your site's source and you can preview before publishing. See [install on your website](/sales-agent/get-started/install-on-your-website). If your GTM container is shared across several sites, scope the trigger to the specific hostname rather than using All Pages. Most platforms have a header or footer code injection area. Paste the script there and it loads site-wide. On **Dealer Spike** this is the **Tracking Component**. ## What Ekho reads from your site Photos, descriptions, features, and pricing, used to enrich what comes from your DMS. Which source wins per field is up to you. See [import and sync](/transaction-engine/inventory/import-and-sync). Website content is usually better than DMS content for photos and descriptions, and worse for price and availability. Set precedence accordingly. ## Where Buy Now appears On your search results and vehicle detail pages, for units that are published **and** enabled for online sale. Some templates leave no natural place for an extra button; a call-to-action injection is the fallback. Talk to your Ekho contact about the best approach for your platform. # Accessories and gear Source: https://docs.ekho.com/transaction-engine/inventory/accessories-and-gear Parts, accessories, and apparel a buyer can add during checkout. Accessories and gear are added in the buyer's flow, so they arrive with the vehicle rather than needing a second visit. A checkout step offering a touring jacket, gloves, helmet, and boots with Add buttons ## Parts and accessories Managed in their own table, separate from vehicles. * **Edit** an accessory to set its details and price * **Publish or unpublish** to control whether buyers can see and buy it * **Sync from DMS** to pull your existing catalogue rather than entering items by hand * **Delete** items you no longer carry * **Assign accessories to vehicles** so the right items are offered with the right unit Assignment is what makes this work. A buyer configuring a specific bike should be offered gear that fits it, not your whole catalogue. ## Clothing and gear Apparel such as jackets, gloves, helmets, and boots, offered during checkout the same way. ## Why it is worth setting up An accessory sale attached to a vehicle costs you nothing extra to win. The buyer is already in a buying decision and already entering payment details, which is the easiest upsell you will ever get. Gear is also the category buyers most often forget they need until prompted. A first-time rider buying a bike genuinely needs a helmet. Accessories appear in checkout only when they are **published** and **assigned** to that vehicle. If something is not showing up, check both. # Condition reports Source: https://docs.ekho.com/transaction-engine/inventory/condition-reports Cosmetic blemishes, mechanical reports, recalls, and warranty. What buyers need to trust a used unit. A buyer purchasing a used vehicle online cannot inspect it. Condition information is what replaces that, and it is the difference between a used unit selling online and not. ## Cosmetic report Record blemishes so buyers know exactly what they are getting. Configure **global settings** first, then add blemishes per vehicle from the drawer. Each blemish records what and where it is, so buyers see a specific, honest picture rather than a vague "good condition". Be thorough rather than flattering. A disclosed scratch is fine; an undisclosed one becomes a complaint, a refund request, or a chargeback. Blemishes can be removed if recorded in error. ## Mechanical report Attach a mechanical inspection **PDF** to the vehicle. Buyers can view it on the listing. You can replace the PDF later if the vehicle is re-inspected. ## Recalls Recall information is surfaced automatically from recall data sources, so you do not maintain it by hand. Open recalls are a compliance and safety matter, not a marketing one. Address them before delivery. ## Dealer warranty Offer your own warranty on a unit. Manage them in settings so your team applies consistent terms, rather than inventing them per deal. Apply a warranty type from the vehicle drawer. You can create a new warranty type directly from the drawer when a unit needs something you have not defined yet. Warranties can be edited or removed from the drawer. ## Selling as-is Mark a vehicle **sold as-is** when it comes with no warranty. This is disclosed to the buyer. As-is status must be accurate. It is a legal disclosure, and getting it wrong on a vehicle you did warrant, or implying a warranty on one you did not, both create real exposure. ## What buyers see Cosmetic and mechanical reports both surface on the listing, so buyers can review condition before committing. That transparency is what makes an online used sale work. # Import and sync Source: https://docs.ekho.com/transaction-engine/inventory/import-and-sync Get inventory in, and decide which source wins when they disagree. ## Your options Automatic and authoritative. The main path. Enriches DMS data with better photos and copy. CSV by portal upload or FTP. ## DMS sync Configured in your DMS settings. [Lightspeed](/transaction-engine/integrations/lightspeed-dms) has a direct integration; other providers vary, so confirm coverage with your implementation contact. Sync runs automatically. You can also **trigger a sync manually** when you have just made changes in your DMS and do not want to wait. ## Website scrape Add your website and inventory page URLs and Ekho reads your listings to fill in richer content: photos, descriptions, and features. Worth connecting even with a solid DMS, because your website usually has the better marketing content. ## File import Upload a CSV directly in the portal. Good for one-off batches and for correcting a set of units. **View recent imports** shows what happened, so you can confirm a file landed and see any rows that failed. For recurring automated drops. Ekho picks up files you place on the FTP location and processes them on a schedule. Use this if your DMS has no integration but can export on a schedule. A CSV format reference is available in the portal's import screen. Match the expected columns or rows will be rejected. ## Precedence: deciding which source wins When your DMS says one price and your website says another, precedence resolves it. It is set **per field group**, not globally, which is the important part. Go to **Resource settings → Inventory → Field group precedence**. The usual right answer: take **money and identity** from your DMS (price, VIN, stock number, availability) and **content** from your website (photos, descriptions, features). Your DMS is authoritative about what you own; your website is usually better at describing it. Some fields have their own independent precedence. **Dealer Retail Price** is separate from **Retail Price**, so you can source them differently. Dealer Retail Price defaults to **Website**. ## Overriding a synced value You can override any synced field directly in the vehicle drawer, which is the right move for a one-off error. An override is a local exception, so if the underlying source keeps sending the wrong value you will be fixing it repeatedly. Correct it at source when it is a pattern rather than a one-off. # Inventory overview Source: https://docs.ekho.com/transaction-engine/inventory/overview Where your vehicles live, and the one place you edit them. **Inventory** in the Admin Portal is every vehicle Ekho knows about, whether or not it is listed for sale online. ## The vehicle drawer Click any vehicle to open its drawer. **The drawer is the only place vehicle information can be edited.** If you are looking for a way to change a price or a description from the table, there isn't one. Open the vehicle. The drawer holds everything for that unit: pricing, photos, specs, condition reports, title and history, sales channels, and publish state. ## Finding vehicles The table supports search, filters, and sorting. * **Search** by make, model, VIN, or stock number * **Filter** by condition, publish state, availability, category, and price * **Sort** by any column Filter to unpublished units with complete data to find inventory you could be selling but aren't. ## Availability versus published Two different things, and confusing them causes real problems. | | Means | | ------------- | ------------------------------------------------------------------------------------- | | **Published** | The listing is visible to buyers on your site | | **Available** | The unit is on hand, not locked to an order, and not sold. A buyer could buy it today | A unit can be published but not available, because it is already locked to another order. It can also be available but still in draft. This matters for the [AI Sales Agent](/sales-agent/knowledge/inventory-and-website), which quotes on **availability**, not publish state. So a draft unit sitting on your lot can be offered, and a published unit already sold cannot. ## Where the data comes from Three possible sources per field: your **DMS**, your **website**, or values entered directly in **Ekho**. When they disagree, precedence decides. See [import and sync](/transaction-engine/inventory/import-and-sync). ## What to do next Connect sources, set precedence, import by file. The three price fields and MAP. Specs, colours, trim, description, photos. Get listings live and enable online sales. # Pricing Source: https://docs.ekho.com/transaction-engine/inventory/pricing Three price fields, one MAP toggle, and the rules connecting them. Pricing lives in **Pricing Details** in the vehicle drawer. ## The three price fields | Field | Who sees it | What it is for | | ----------------------- | ------------------ | ---------------------------------------------------------------------------------------------------------------------- | | **Dealer Retail Price** | Your team | Your internal reference price, typically replacing MSRP. Used as the basis for discount calculations shown on listings | | **Advertised Price** | Every buyer | The public price on your listing | | **Retail / Sale Price** | Buyers in checkout | What you actually sell for | ## MAP policy **Minimum Advertised Price** is a manufacturer restriction on the lowest price you may publicly display. You can still *sell* for less. The toggle is in **Pricing Details**. The MAP toggle **only appears on used vehicles**. New vehicles have no MAP setting. It changes how Retail / Sale Price behaves: * **Off** — Retail / Sale Price is not editable and automatically equals Advertised Price. * **On** — Retail / Sale Price becomes editable and can be lower than Advertised Price. With MAP on, buyers see your Advertised Price on the listing and discover the lower Retail Price once they become a lead. ## The rules Prices must satisfy these, or the vehicle cannot be published. **With MAP on:** ``` Dealer Retail ≥ Advertised Price ≥ Retail / Sale Price $26,999 ≥ $25,999 ≥ $24,999 ``` **With MAP off:** ``` Dealer Retail ≥ Advertised Price = Retail / Sale Price $25,999 ≥ $24,999 = $24,999 ``` All prices must be greater than \$0. Dealer Retail Price and Advertised Price are always required. Retail / Sale Price is required only when MAP is on. A vehicle with incomplete or invalid pricing **cannot be published**. If publishing is failing, check pricing first. ## Included upgrades Used vehicles may arrive from your DMS with pre-installed upgrades. When they do, the total value of those upgrades is **added automatically** to the Advertised Price and Dealer Retail Price shown on listings. You do not adjust for this by hand. It keeps the search-results price consistent with the vehicle details page. Only applies to used vehicles with DMS-sourced upgrades. ## Advertised price rollup How the advertised price is composed for display is configured **per dealer** and applies to your whole inventory. It keeps two things consistent: the price on listing cards and vehicle details, and the price echoed in payment estimates and sticky buttons. This is a dealer-level setting. Contact your Ekho account representative to review or change it. ## Overriding synced prices Prices can come from your DMS, your website, or Ekho. Override in the drawer for a one-off, or fix the [precedence](/transaction-engine/inventory/import-and-sync) if the wrong source keeps winning. # Publish and channels Source: https://docs.ekho.com/transaction-engine/inventory/publish-and-channels Getting listings live, and enabling online sales. Two separate decisions per vehicle: **is the listing visible**, and **can it be bought online**. ## Publish states | State | Buyers | | --------------- | ----------------------------------- | | **Draft** | Cannot see it. Still being prepared | | **Published** | Can see the listing | | **Unpublished** | Hidden after having been published | Save as draft while you work, publish when it is ready, unpublish to pull it without deleting anything. An unpublished listing can be re-published later with its data intact. A vehicle with incomplete or invalid [pricing](/transaction-engine/inventory/pricing) cannot be published. That is the most common reason publishing fails. ## Sales channels Publishing makes a listing visible. **Online sales state** decides whether a buyer can actually complete a purchase. You can have a published listing that is not enabled for online sale, which shows the vehicle and captures inquiries without offering checkout. That is a legitimate setup for units you want visible but not sellable online. Change the online sales state per vehicle, or use **bulk enable** across many units at once. ## Bulk actions Both publishing and enabling online sales support bulk operations, which is how you handle a daily intake rather than clicking through units one at a time. Make publishing part of your daily routine. New units sitting in draft are inventory nobody can find, and it is the easiest revenue to leave on the table. ## How this relates to availability Publish state and availability are different things, and the [AI Sales Agent](/sales-agent/knowledge/inventory-and-website) uses availability. * A **draft** unit that is available on your lot **can** be quoted by the agent. * A **published** unit already locked to another order **cannot**. A **Locked** indicator shows when a unit is assigned to an in-progress order. That is why a published unit may not be sellable. More on availability versus published. # Vehicle details Source: https://docs.ekho.com/transaction-engine/inventory/vehicle-details Specs, colours, trim, description, and photos. All edited in the vehicle drawer. ## Model and unit details Two sections, and the difference matters. * **Model details** apply to the model generally: make, model, year, category, specs. * **Unit details** apply to your specific vehicle: VIN, stock number, mileage, condition. Verify both when a vehicle first syncs in. Model data is usually right; unit data is where sync errors show up. If something is wrong, correct it in the drawer, or fix it at source and re-sync if it is a recurring pattern. ## Colours Colour names come from your catalogue, using real marketing names such as "Carrara White" rather than "white". The [AI Sales Agent](/sales-agent/knowledge/inventory-and-website) quotes these to buyers, so accuracy matters. Review colour data when a vehicle syncs. Missing or generic colour names are worth fixing because buyers ask about colour constantly. ## Trim and package Confirm the trim is right, and track which packages are actually installed on this unit. A buyer paying for a trim level expects what that trim includes. ## Description The buyer-facing copy on your listing. Descriptions can be synced from your website or written in Ekho. If your website copy is good, let it win through [precedence](/transaction-engine/inventory/import-and-sync). If it is thin or full of boilerplate, override it here. Write descriptions for a buyer who cannot see the vehicle in person. What is genuinely good about this unit, what condition is it in, and what comes with it. Boilerplate repeated across every listing also hurts your search visibility. ## Photos and video Manage media in the drawer. * **Upload photos** — the single biggest driver of engagement on a listing * **Add a YouTube video** — paste the URL * **Reorder** — drag to set the sequence. The first image is what buyers see on search results * **Delete** and **preview** to check how it will look Get the first photo right. It is the one deciding whether anyone clicks. A clean three-quarter shot of the actual unit beats a stock studio render. Photos often come from your website scrape. If they are poor there, uploading directly in Ekho is faster than fixing your website. # How it works Source: https://docs.ekho.com/transaction-engine/overview/how-it-works The four stages between a buyer choosing a vehicle and you getting paid. They pick a vehicle, add accessories and protection, enter their details, verify their identity with a selfie and government ID, and choose delivery or pickup at your store. They apply for financing across multiple lenders, compare real offers, add protection products, and pay. All in one flow, without leaving to fill in a separate credit application. Ekho generates the state-specific contracts, collects signatures in whatever form that state requires, and handles titling, registration, and taxes. You prep the vehicle and deliver it or hand it over. Ekho pays out to your bank account. No manual paperwork, no DMV run. ## What your team actually does Most of the sale runs itself. Your team's work shows up as **action items** on the order: countersigning documents, adding a temp tag, confirming an odometer reading. The Orders list with an order open showing pending tasks for the dealer See [action items](/transaction-engine/orders/action-items) for the full list and what each one means. ## Where the buyer is during all this After checkout, the buyer moves into the **buyer portal**, which walks them through their remaining steps: signing off, financing, registration details, protection, payment, and paperwork. The buyer portal order completion hub showing protection package options ## The parts that are easy to underestimate **Promotion targeting is a rule, not a list.** A promotion you write today automatically applies to qualifying units you take in next month, because eligibility is evaluated when the buyer looks, not when you created it. **Fraud scoring is a real capability**, not a checkbox. Device orientation, typing patterns, IP, and physical address are among more than a thousand signals scored by machine-learning models, with a manual verification workflow when a deal crosses a risk threshold. **You keep your F\&I providers.** Ekho improves how the menu is presented and packaged. Your providers, your margin. # What buyers see Source: https://docs.ekho.com/transaction-engine/overview/what-buyers-see The buyer's flow, screen by screen, so you know what you are selling. Worth walking through once, so you can answer buyer questions confidently. ## 1. Choosing and configuring The buyer finds a vehicle on your site, picks colour and trim, and adds parts, accessories, and gear. A checkout step offering a touring jacket, gloves, helmet, and boots ## 2. Paying They choose how to pay. Options depend on what you have enabled: financing, card, bank transfer, cryptocurrency, or buying in person at your store. Fulfillment is chosen here too: shipping to their address or pickup from you. A checkout step showing finance, card, bank, crypto, and buy-in-person options ## 3. Financing If they finance, they complete the application in the flow: term length, down payment, and personal details. Multiple lenders are approached and real offers come back. A financing application showing term options from 24 to 84 months and a down payment field ## 4. Protection They choose a protection package, with a clear explanation of what each covers and what declining means. Basic, Essential, and no-insurance protection options with coverage details ## 5. Titling and registration They confirm the details needed to register the vehicle: personal details, military status, and their registration and mailing addresses. A titling registration form collecting personal details and registration address ## 6. Tracking delivery Once the order is placed, the buyer follows it themselves: a map, a delivery timeline, the carrier, an ETA, and a tracking number. An order progress page with a map, delivery timeline, carrier, and ETA ## Why this reduces your workload Every screen above is a conversation your team is not having. The buyer verifies their own identity, submits their own stipulations, picks their own protection, confirms their own registration details, and checks their own delivery status. The same flow, written for buyers. Useful to send when someone has questions. # What the Transaction Engine is Source: https://docs.ekho.com/transaction-engine/overview/what-it-is Complete online vehicle sales, including everything regulated that happens after the buyer says yes. Anyone can put a "Buy Now" button on a website. The hard part is everything regulated that happens next. The Transaction Engine is that part. A buyer completes the whole purchase online, in any state, and your title clerk never touches paper. ## What is included Vehicle, accessories, identity verification, delivery or pickup, payment. Pre-qualification, multi-lender routing across all credit tiers, stipulations collected up front. Protection products from **your** existing providers, bundled and presented in-flow. All 50 states, every vehicle type, including off-road classifications. Calculated, collected, remitted, and reconciled at state, county, and municipal level. Embedded carriers quote and bind in-flow, then coverage is verified before the vehicle moves. Over a thousand buyer signals scored by machine learning, with manual review above a risk threshold. A nationwide partner network at rates negotiated for Ekho dealers. Plus signature collection in all 50 states, covering e-signatures, wet signatures, notarization, and power of attorney. ## Why that list matters Dealers have been promised "end-to-end online buying" before and watched it stop at a payment estimate. The difference here is depth after the yes: * A buyer without insurance can get **bound inside the flow** rather than being sent away to come back later. * Financing **stipulations are collected and pre-validated as the buyer goes**, so deals reach the desk clean instead of bouncing. * Taxes are **remitted and reconciled**, not just calculated. * Titling covers **every vehicle type in every state**, including things like California green stickers. ## What it means day to day You can sell to a buyer in a state you have never sold into, at 2am, without anybody on your team being awake, and the paperwork is correct. An Ekho checkout page showing contact details and payment options including financing The four stages of a sale. Walk the buyer's flow screen by screen. # Plan details Source: https://docs.ekho.com/transaction-engine/plan/plan-details What you are subscribed to, and who gets the bill. **Plan Details** in the left navigation of your Admin Portal. ## Plan summary Shows what your dealership is subscribed to and which products and building blocks are included. Useful when a feature is missing: if something is not in your plan it will not appear in the portal, and that is the first thing to check before assuming a bug. Some capabilities are add-ons rather than part of the base package, including Preorder, Configurator, Fraud Prevention, Trade-In Valuation, and API access. If a documented feature is absent, check here. ## Billing contact Who receives invoices and billing communications. Point this at whoever actually pays the bills, and keep it current when people change roles. A billing contact who has left the business is how a subscription lapses by accident. ## Changing your plan Plan changes go through your account manager rather than being self-serve, because pricing is specific to your dealership. What you have consumed this period. # Usage Source: https://docs.ekho.com/transaction-engine/plan/usage What you have consumed, and the transactions behind it. **Usage** in the left navigation. Where plan details tell you what you are entitled to, usage tells you what you have actually used. ## The header A summary of your consumption for the current period, so you can see at a glance whether you are tracking normally. ## Transaction history A table of individual transactions making up that usage, so a total you did not expect can be traced to the specific activity behind it. ## Filtering Filter the table to narrow to a period or type of activity. Useful for checking a specific month rather than reading the whole history. ## Why watch it Some products are usage-based and can incur overages beyond the included allowance. Checking periodically means you find out from the portal rather than from an invoice. If usage jumps unexpectedly, look at the transaction history before contacting support. It usually explains itself, and you will have the detail ready if it does not. What is included in your plan. # Creating and managing promotions Source: https://docs.ekho.com/transaction-engine/promotions/create-and-manage Specific products for a known list, smart rules for a pattern. The **Applies to** section of a promotion has two tabs, and choosing correctly saves a lot of maintenance. ## Specific products A fixed set of units. The promotion applies to exactly those and nothing else. Right for a known SKU list, such as end-of-year clearance on one trim. Click a dealer promotion to open its drawer, scroll to **Applies to**, and choose **Specific Products**. Click **Browse products** to open the picker. Search by name, or filter by Make, Model, and Year. Filters cascade, so choosing a Make narrows the Models available. Each row shows the image, name, make, model, year, inventory count, and retail price. Select with the checkboxes, click **Add products**, then **Save**. Remove one with the X icon. Clicking **Browse products** again preserves your existing selections. The picker shows every model from your OEM catalogue, **including models with zero inventory**. So you can set up a promotion for incoming stock before the units land. ## Smart rules A rule describing which vehicles qualify. **The promotion automatically covers any current or future inventory that matches.** Right for a category-based offer such as "all 2024 or 2025 cruisers". A rule is a tree of conditions joined by **AND** or **OR**. Each condition picks a field, an operator, and one or more values, and the promotion applies wherever the whole rule is true. Fields include make, model, year, and other vehicle and order attributes. This is why you do not have to revisit promotions as stock changes. A rule written today automatically covers a qualifying unit you take in next month, because eligibility is evaluated when the buyer looks rather than when you saved the promotion. This is also what lets the [AI Sales Agent](/sales-agent/skills/promotions) mention a deal on a unit that did not exist when the promotion was written. ## Choosing between them | Use | When | | --------------------- | ---------------------------------------------------------------------- | | **Specific products** | You can name the exact units, and the list will not change | | **Smart rules** | The offer follows a pattern, or stock will change during the promotion | **Switching tabs replaces the rule.** If you have three products selected under Specific Products and switch to Smart Rules, your list is cleared. Switch back before saving to recover it. The tab that opens by default reflects how the promotion is stored: a simple product list opens on Specific Products, anything else opens on Smart Rules. ## Editing Open any dealer promotion to edit it. Changes take effect for new carts. End promotions properly rather than leaving them running. An expired offer the agent still describes, or a stale promotion PDF in your knowledge documents, is the most common cause of a buyer being quoted a deal checkout will not honour. # OEM promotions Source: https://docs.ekho.com/transaction-engine/promotions/oem-promotions Reviewing, accepting, and controlling manufacturer offers. OEM promotions appear automatically when the manufacturer makes them available to your dealership. They arrive as **Pending review**, hidden from buyers until you decide. ## Reviewing one Click an OEM promotion to open its drawer. A **review banner** at the top lets you accept or reject the offer. Until you do, buyers never see it. * **Accept** — it becomes active and is shown to buyers. * **Reject** — it is never shown. Rejected promotions sort to the bottom of the table, tagged in red. ## What you can see | Section | What it shows | | ---------------------- | ---------------------------------------- | | **Applied inventory** | Which of your units the promotion covers | | **Visibility** | Where the promotion appears to buyers | | **Cover image** | The artwork shown with the offer | | **Related promotions** | Other offers connected to this one | Check **Applied inventory** before accepting. It tells you whether the promotion actually touches stock you carry. ## What the manufacturer owns The manufacturer owns the offer itself, so its terms come through as published rather than being edited per store. **Terms and conditions** populate automatically when Ekho ingests the offer from the manufacturer's site, preferring the specific footnote attached to that APR row or rebate amount and falling back to the page-level legalese. Updating the source page on the OEM's site updates the offer here. You still control whether the offer runs at your store. See [disabling for your store only](#disabling-for-your-store-only). ## Disabling for your store only You can disable an OEM promotion for your dealership without affecting anyone else. This means a **Disabled** status on an OEM promotion is ambiguous: either the OEM disabled it globally, or you disabled it locally. Check which before assuming it is out of your hands. ## In-store-only financing offers Many OEM financing promotions route through dealer-specific lenders. When every attached lender is outside Ekho's supported network, the promotion is automatically marked **in-store only**: visible on the vehicle page with an **Only available in-store** label, but excluded from online checkout. See [promotions overview](/transaction-engine/promotions/overview) for the full behaviour. # Promotions overview Source: https://docs.ekho.com/transaction-engine/promotions/overview Dealer and OEM offers, how they stack, and where buyers see them. Promotions live on their own page in the Admin Portal, with **All**, **Dealer**, and **OEM** tabs, each showing a count. ## Two sources * **Dealer** — promotions you create and manage. * **OEM** — provided by the manufacturer. They appear automatically when the OEM makes them available to you, and arrive as **Pending review** for you to accept or reject. ## Benefit types Each promotion carries one benefit: | Type | What it is | Example | | -------------------- | --------------------------------------- | --------------------- | | **Rebate** | A fixed dollar amount back to the buyer | \$1,500 rebate | | **Financing** | A promotional APR | 2.9% APR | | **Product discount** | A percentage or amount off the price | 10% off, or \$500 off | | **Service** | A complimentary service | Free first service | ## Statuses | Status | Meaning | | ------------------ | -------------------------------------------------------------------------------------------------------------------- | | **Active** | Live and available to buyers | | **Scheduled** | Starts in the future. Activates by itself | | **Expired** | End date has passed | | **Disabled** | Manually off. On an OEM promotion this can mean the OEM disabled it globally, or you disabled it for your store only | | **Pending review** | An OEM promotion you have not accepted or rejected yet. Hidden from buyers | | **Rejected** | An OEM promotion you declined. Never shown to buyers | Rejected promotions sort to the bottom of the table and are tagged in red. ## Dates are calendar days Start and end dates are **calendar days, not timestamps**. "May 1 to May 31" runs from the start of May 1 through the end of May 31, and reads identically in every viewer's timezone. There is no time-of-day input. End dates are optional. The **Set end date** toggle switches between open-ended and fixed. ## Stacking A single order can carry several promotions at once when their rules allow. Checkout works out the **best combination for the buyer** automatically and shows one receipt line per applied promotion. Three toggles per promotion control this: * Combine with other dealer promotions * Combine with OEM promotions * Combine with order-level discounts If rules disallow a particular stack, checkout picks whichever eligible combination gives the buyer the greatest total savings. Promotions tied to a payment method drop out when the buyer selects a different method, and return if they switch back. ## In-store-only financing promotions When **every** lender attached to a financing promotion sits outside Ekho's natively-supported lender network, the promotion is automatically marked **in-store only**. It still appears on the vehicle detail page under deals and offers, labelled **Only available in-store**, but it is excluded from online checkout: buyers cannot apply it, and it is not auto-applied to the cart. The savings figure shown on the payment card also excludes it, so what buyers see matches what the cart will actually do. This keeps marketing visibility for OEM financing offers that route through dealer-specific lenders, without the online cart promising a discount Ekho cannot fulfill. To make such a promotion redeemable online, attach at least one natively-supported lender. ## Terms and conditions Every promotion has an optional **Terms and conditions** field for legal or OEM disclosure copy. When set, it renders as fine print in the buyer-facing **Learn more** modal, beneath the description. On OEM promotions this field is populated automatically when Ekho ingests the offer, and is **read-only**. Change it by updating the source page on the OEM's site. # Dealership settings Source: https://docs.ekho.com/transaction-engine/settings/dealership Business details, hours, and your bank account. Under **Account settings**. These affect your whole dealership, not just your login. ## Business details | Field | Notes | | -------------------- | ---------------------------------------------------------------------------- | | **Business name** | How you are referred to | | **Legal name** | Appears on contracts. Must match your registration exactly | | **Legal address** | Registered address, used on contracts and filings | | **Physical address** | Where the dealership is. Drives tax jurisdiction, pickup, and buyer distance | | **Primary contact** | Name, title, phone, email | | **Website URL** | Used for buyer-facing links and read by the Sales Agent | Your **physical address** drives jurisdiction-level tax calculation. A wrong one produces wrong tax on real orders, which is a compliance problem rather than a cosmetic one. ## Business hours and timezone The hours your customer support line is available. Hours are used by the Sales Agent's Context section and by [lead routing](/sales-agent/crm/lead-routing) escalation timers. Appointment availability comes from a connected calendar. See [appointment scheduling](/sales-agent/skills/scheduling). ## Bank account Where Ekho pays your sale proceeds. Connect through **Plaid** using your business online banking credentials, or enter routing and account numbers manually if Plaid does not support your bank. Plaid is worth using beyond convenience: it changes **when** balance payments are released, generally moving your largest payment days earlier. See [how you get paid](/transaction-engine/payments/how-you-get-paid). Use your business operating account, not a personal one. If entering details manually, check the routing and account numbers twice. A mistake means payouts fail or land in the wrong place, and that is slow to unwind. # Settings overview Source: https://docs.ekho.com/transaction-engine/settings/overview The four settings groups and what lives in each. Settings are organised into four groups. Learning the grouping saves a lot of hunting, because a few values are set once and used by more than one product. ## The four groups ### Personal settings Just you, not your dealership. **Personal details** → Identity, Password, Security ### Account settings Your business. | Page | Sections | | -------------------- | ---------------------------------------------------------------------------------- | | **Business details** | Identity, Authorized brands, Vehicle categories, Addresses, Primary contact, Hours | | **Bank account** | Connect your bank | | **Team** | Who has Admin Portal access | ### Product settings Per-product configuration. | Product | Sections | | ---------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Transaction Engine** | Checkout (Assignment, Fulfillment options, Payment methods, States supported, Disclosures), Preorder, Your services, Fees & taxes, Financing, Coverage, Licensure & tags, Platform | | **Website** | Action buttons, Warranties | | **Sales Agent** | General, Capabilities, Chat widget, SMS | ### Resource settings Everything your products draw on. | Page | Sections | | ---------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Integrations** | CRM (ADF, DP360, Revvable, Lightspeed CRM, Salesforce), DMS (Lightspeed DMS), Reviews (Google Business Profile), Marketing (Ad conversion tracking, Advanced tracking) | | **CRM** | Lead routing, Automated outreach | | **Inventory** | General, Sources, Field group precedence | | **Knowledge** | All sources, Website | ## The ones people look for in the wrong place | Setting | Where it actually lives | | ---------------------------------- | ------------------------------------------------------------ | | Your dealership's hours | Account settings → Business details → Hours | | Legal and physical addresses | Account settings → Business details → Addresses | | Doc fee | Product settings → Transaction Engine → Your services → Sale | | Delivery, pickup, and freight fees | Product settings → Transaction Engine → Your services | | Buttons on your vehicle pages | Product settings → Website → Action buttons | | Dealer warranties | Product settings → Website → Warranties | | Which data source wins per field | Resource settings → Inventory → Field group precedence | | Lead routing and escalation | Resource settings → CRM → Lead routing | | Knowledge documents | Resource settings → Knowledge | | CRM forwarding | Resource settings → Integrations → CRM | The two that catch people most often: **fees live under Product settings, not Account settings**, and **Knowledge lives under Resource settings, not on the Sales Agent page**. ## The pages Your name, password, and security. Business details, hours, bank account. Invite people and set positions. Fees, fulfillment, and vehicle page buttons. # Products and services Source: https://docs.ekho.com/transaction-engine/settings/products-and-services Fees, fulfillment options, and the buttons on your vehicle pages. Under **Product settings**, with a section per product. ## Transaction Engine Checkout services, fulfillment fees, and transaction settings. This is where your **service fees** live: documentation, delivery, pickup, assembly, inspection, titling, registration, and freight. See [fees and taxes](/transaction-engine/get-started/fees-and-taxes). These fees are read in more than one place. They appear in checkout totals, on generated contracts, and the [AI Sales Agent quotes your flat fees](/sales-agent/knowledge/inventory-and-website) when buyers ask. Variable-model fees are deliberately never quoted by the agent. Fulfillment settings control what buyers can choose: delivery, pickup, or both, and how each is priced. ## Website: action buttons Under **Product settings → Website**. Controls the call-to-action buttons on your vehicle detail pages, and their order. Each page shows **up to three** buttons in priority order, with the first getting the most prominence. ### The available types | Type | What it does | You can configure | | ---------------- | ------------------------------------------- | ---------------------------- | | **Get Started** | Launches checkout. **Locked at position 1** | Label only | | **Inquiry form** | Opens a lead capture form | Label | | **Phone call** | Lets the buyer call you | Label, phone number override | | **Text message** | Lets the buyer text you | Label, phone number override | | **Email** | Lets the buyer email you | Label, email override | | **Custom link** | Sends them to any URL | Label, URL | ### Rules worth knowing * **Get Started is always first** and cannot be moved. * It is **hidden automatically** on vehicles set to lead-gen only, so a unit not enabled for online sale does not offer checkout. * You must always have **at least two buttons** configured. Phone, text, and email buttons use your contact details from [business details](/transaction-engine/settings/dealership) by default. Override per button only if that button should reach somewhere different. Put a low-commitment option second, such as an inquiry form or pre-qualification. Buyers who are not ready to click Get Started will still take a smaller step, and that becomes a lead. ## Sales Agent Configured on its own page. See [set up your agent](/sales-agent/get-started/set-up-your-agent). # Team Source: https://docs.ekho.com/transaction-engine/settings/team Who has access, and what their position means. Under **Account settings → Team**. View, invite, and manage everyone with Admin Portal access. ## Inviting someone Enter their email address and they receive an invitation to create their own login. Invite people properly rather than sharing a login. Lead assignment, activity logging, and escalation all depend on knowing who did what. ## Positions Team members have a position such as Sales Rep, Sales Manager, or GM. These matter functionally, not just as labels. Your [escalation policy](/sales-agent/crm/lead-routing) can **alert manager** or **alert GM**, and those actions need to know who those people are. If positions are wrong, escalations go to the wrong person or nowhere. Worth checking when you first set up routing. ## Who needs access Anyone who has to act, not just anyone who wants to look: * **Sales managers** — orders, leads, promotions * **Sales reps** — their assigned leads and conversations * **F\&I** — financing and protection products * **Title clerks** — titling action items * **Whoever reconciles** — payment reports Anyone in your [lead routing rotation](/sales-agent/crm/lead-routing) **must** have an account, or leads will be assigned to someone who cannot see them. ## When someone leaves From team settings. Otherwise leads keep being assigned to them and go unworked. See [lead routing](/sales-agent/crm/lead-routing). Reassigning starts a fresh reach-out cycle so nothing sits untouched. # Your account Source: https://docs.ekho.com/transaction-engine/settings/your-account Your own name, password, and security settings. Under **Account settings**. These are personal to you and do not affect anyone else on your team. ## Your details Update your name as it appears in the Admin Portal and on activity you log against leads and orders. Use your real name. It shows up in lead activity logs and on the conversations you handle, and "user1" makes those logs much less useful to whoever reads them next. ## Password Change your password from your account settings. If you cannot sign in, use the password reset link on the login page. A reset link is emailed to your address. You need access to the email address your account was invited with. If you no longer have it, ask a team member with access to help, or contact Ekho support. ## Security Review your security settings from the same place. Do not share a login. The Admin Portal reaches orders, payouts, and buyer personal information, and shared credentials make lead assignment and activity logging meaningless. Everyone who needs access should be [invited properly](/transaction-engine/settings/team). ## Leaving or changing roles If someone leaves your dealership, remove their access from [team settings](/transaction-engine/settings/team) and check they are not still in your [lead routing rotation](/sales-agent/crm/lead-routing), or leads will be assigned to nobody.