Chat leads are HOT LEADS. What is your dealership doing to differentiate the follow-up process for chat vs. other lead sources (standard lead forms, phone calls)? SCENARIO A: Jimmy Newtron has just spent 15 minutes chatting with your staff (or managed team) about the new Ford F-150 Raptor Crew Cab (a mean, mean truck BTW). He has provided his phone number AND email address. In fact, he is so hot on this truck he has scheduled an appointment via chat to come in tomorrow afternoon to test drive the car. The chat lead then goes ADF-style to your CRM. Jimmy gets an auto-response 5 minutes later that says "Hello Jimmy. Thank you for your interest in Bob Bobbert's Ford....etc. etc. Someone will be in touch with you at our earliest convenience to help you with what you are looking for". Then he receives a phone call 4 hours later from a sales person (not the one he chatted with) to ask him what he's looking for. Jimmy says, "WHAT"? Do you have a better scenario?