Core Synopsis

The clock-stop policy in VinSolutions (VCA) is mis-specified for Audi Baton Rouge’s transition from Podium to Vens AI: automated replies from “Chloe” are stopping the response timer without a visible distinction from human responses, creating false compliance signals and masking unworked leads. The Sales Operations team changed the assistant’s display name to Chloe, confirming intent to keep AI in the loop, but the current configuration blurs accountability between AI and humans and risks management misreading SLA adherence while customers haven’t received a human follow-up. We are responsible for preventing metric gaming and ensuring operational clarity; the system must show when the clock is stopped by AI versus a human, and Podium must be prevented from affecting the clock during the transition to avoid double-stopping or misleading timestamps.

VCA Configuration Gap and Transition Risks

The Operational Gap: AI vs. Human Response Distinction

• Phenomenon: Automated VCA (Chloe) responses can stop the lead response clock in VinSolutions.
• Mechanism: Current settings treat AI replies as equivalent to human responses for SLA timing.
• Consequence: Management dashboards may show timely responses while no human has engaged, risking customer experience and accountability drift.

Transition Complexity: Podium Deactivation and Overlap Control

• Status: Team is moving off Podium to Vens AI; residual Podium behavior may still stop clocks.
• Risk: Dual systems could both stop or manipulate clock states, compounding tracking errors and obscuring true response ownership during the cutover.

Governance Requirement: Visibility and Accountability

• Need: A clear indicator in VinSolutions that differentiates “Clock stopped by Chloe (AI)” versus “Clock stopped by Human,” plus a field or flag that shows “Awaiting human follow-up.”
• Stakeholder: Gage (new VinSolutions owner) is the control point to validate configuration options, field labels, and workflow automation to preserve SLA integrity.

Next Move (Action Items)

@Gage (VinSolutions Owner)

• [ ] Audit current VCA settings to identify whether AI (Chloe) replies are configured to stop the response clock and how they are labeled in VinSolutions - [TBD]
• [ ] Implement a visible distinction in VinSolutions between AI-stopped and human-stopped clocks (e.g., custom activity type, status flag, or tag “AI Auto-Reply”) - [TBD]
• [ ] Configure workflow so AI responses do not mark leads as “responded by agent” and add a required “Awaiting human response” flag until a human logs contact - [TBD]
• [ ] Validate reporting fields and dashboards to surface leads where only Chloe responded and escalate any that exceed human-response SLA - [TBD]

@Lance

• [ ] Schedule and run a 30-minute configuration review with Gage to confirm the clock-stop logic, labels, and reporting outputs in VinSolutions - [TBD]
• [ ] Define the operational rule: when AI may stop the clock and the maximum window for human follow-up before escalation; document and circulate to Sales Management - [TBD]

@Podium Administrator

• [ ] Confirm and enforce that Podium no longer stops or modifies response clocks for Audi Baton Rouge leads; document the exact deactivation steps performed - [TBD]
• [ ] Verify no residual automations or webhooks from Podium are writing to VinSolutions lead timelines; provide verification logs/screenshots - [TBD]