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Woah. Slow down there chief! I see now why you are getting upset at the response. Your tone took on that of a position where as you were instigating a conversation. I recognize that. So, I agree with you that it is a question that needs to be answered. I feel however, it can only be answered by each rooftop after analyzing what can and cannot work for the personality of that dealership. I couldn't get in-house chat (that I knew how to cultivate ) fit into the structure of my last dealership and found a solution. In answering your initial question (of which I read and reread thoroughly) I feel that there are options to handle off hours chats really well. It is just up to management to monitor and control what is being discussed and how to answer it. But that goes for anything doesn't it? I tell my groomer exactly how to cut my dogs hair every single time I visit and I work with my non-automotive CRM every week to make it better. Just sayin.  You know it all out of love Jeff.