Frequently Asked Questions
Getting started
How long does onboarding take?
Most clients go live within 5–10 business days from contract signing. The main dependencies are data integration setup (SFTP or CSV) and sender domain verification with SendGrid. Your account manager will track these with you.
Do we need to install anything?
No software to install. The portal is web-based at portal.carbuddyai.com. For Webchat, you paste one line of JavaScript into your website — your IT team or web developer can do this in minutes.
Can we run CarBuddy alongside our existing CRM or DMS?
Yes. CarBuddy sits alongside your existing systems — it does not replace them. Data flows in via SFTP or CSV export from your DMS. Qualified leads are delivered back to your team via email notification and the portal, ready to be logged in your CRM.
Campaigns
How quickly does outreach start after we upload data?
For Lost Sales, outreach begins on day 1 after the record is enrolled. If you upload on Monday, the first email goes out that day (subject to your configured send window — typically 9am–6pm local time).
What happens if a customer unsubscribes?
The customer is immediately suppressed across all active campaigns. They will not receive any further outreach from CarBuddy, and their record is flagged in the portal. Suppression is permanent unless the customer explicitly re-opts in.
Can we customise the outreach messages?
The message templates are set up during onboarding with your account manager and reflect your dealership's brand, tone, and vehicle details. Template changes after go-live can be requested via a support ticket. Full self-serve template editing is on the roadmap.
What happens when a customer replies?
CarBuddy's AI picks up the reply within seconds and responds in a natural, conversational way. It will answer questions, handle objections, and try to move the customer towards a test drive or appointment. When it detects genuine purchase intent, it immediately flags the conversation as a qualified lead and sends your sales team an email alert.
Does the AI ever say something wrong?
The AI is trained to stay within safe boundaries — it will not quote specific prices, make commitments on behalf of your dealership, or discuss topics outside the campaign context. If a conversation goes off-script or the AI is uncertain, it hands off to your team. You can review all AI conversations in the portal at any time.
Can we pause or stop a campaign?
Yes — contact your account manager or raise a support ticket. Campaigns can be paused (outreach stops, active conversations continue) or stopped entirely (all outreach halts immediately).
Data
What data do you need from us?
At minimum: customer first name, last name, and email address. Additional fields (mobile, vehicle details, dealer branch) improve personalisation and enable SMS outreach. See the CSV upload guide for the full column list.
Where is our data stored?
All data is stored in the EU (AWS eu-west-1, Ireland). CarBuddy is GDPR compliant — see Data & Privacy for full details.
How long do you keep customer data?
Active customer records are retained for the duration of your contract. On contract end, data is deleted within 30 days. You can request deletion of individual records at any time via a support ticket.
Can we get our data back?
Yes. You can export campaign data (recipients, messages, outcomes) from the portal at any time. Full data exports can also be requested via support.
Portal
Who can access the portal?
Anyone you invite. Your account manager creates your initial admin user. You can then invite your team members from the portal — each user gets a login and is assigned to the appropriate locations or group.
We have multiple dealerships — can we manage them all in one place?
Yes. Group-level accounts give a consolidated view across all locations in your group, with drill-down into individual sites. Contact your account manager to configure group access.
I can't log in — what do I do?
Visit portal.carbuddyai.com and click Forgot password? on the login screen. If you continue to have issues, raise a support ticket via the portal support system or email your account manager.
Webchat
Does Webchat work outside business hours?
Yes. The AI handles conversations 24/7 and captures lead details at any time. Your team receives email notifications for new leads when they're next online.
How does the AI know what vehicles we have in stock?
During setup, CarBuddy connects to your live inventory feed. The AI is updated regularly (typically daily) so it reflects your current stock. If a vehicle sells, the AI will stop recommending it.
Can we see the chat transcripts?
Yes — all conversations are available in the portal under Webchat. You can filter by date, outcome, and branch.
Billing and contracts
How is CarBuddy priced?
Pricing is based on the number of campaigns active and the size of your customer database. Contact us at carbuddyai.com/contact for a quote tailored to your dealership.
Is there a minimum contract length?
Typically 12 months, with options for longer terms at a discounted rate. Your account manager can discuss the specifics with you.