The Conversations tab is your hub for managing customer follow-ups and team coordination. In VW Connect Pro markets, the way you use this tool depends entirely on whether the vehicle belongs to a Fleet or a Private Customer.
The Golden Rule: Private vs. Fleet
| Customer Type | Communication Method |
|---|---|
| Fleet Customers | Use the Chat function to message Fleet Managers or Drivers directly. |
| Private Customers | No Chat available. Use this area only for Internal Notes to update your colleagues. Contact the customer manually via phone or email. |
Managing the Conversation List
Select Conversations from the main menu. You will see three tabs to help you organise your workload:
Open: Conversations currently being handled by you or your team.
Unassigned: New incoming messages or leads that have not yet been picked up.
Closed: Finished conversations where the outcome is resolved.
Assigning Ownership: To ensure no customer is forgotten, check the Unassigned tab regularly. Use the Assignee dropdown menu to take ownership of a case or allocate it to a colleague.
Before You Get in Touch
Always check the Vehicle Details page before sending a message or making a call. This ensures you have the full "live" context:
Connectivity: Is the vehicle currently online?
Odometer: What is the current mileage?
Leads: Are there any active warning lamps or service needs?
Managing the Conversation Detail
When you click on a conversation, the right-hand panel provides a summary of the vehicle’s data (VIN, Plate, Model) and the contact details for the Fleet Manager.
When to Close a Conversation:
Move a conversation to Closed only when a clear outcome is reached:
A booking has been confirmed in your workshop system.
A quote has been approved or declined.
The customer has confirmed no action is needed.
Key Takeaways
No Private Chat: You cannot message private customers through the platform. Use your local dealer system for their contact details.
Internal Coordination: Use the internal notes feature for all vehicle types to prevent two colleagues calling the same customer.
Keep it Clean: Regularly close resolved conversations to keep your Open tab focused on active tasks.