Cases and interactions
Follow up on each of your store's interested buyers, from the moment they arrive until they buy or are dropped, and what each status means.
A case (on screen, «interacción», "interaction") is a customer who needs someone from your store to follow up. You see them in PanelCasos ("Panel > Cases"), on the «Interacciones de la tienda» ("Store interactions") screen. In the home page shortcuts it appears as «Leads».
Watch it on video · 2:01Handle your prospects and follow up on every saleCliquéalo Academy · Your customersBefore you start
- Cases is only in agency accounts.
- Today cases are created for two reasons: someone requested a credit quote (Crédito chip, "Credit") or an interested buyer arrived from Mercado Libre (Mercado Libre chip).
Statuses
It arrived and nobody has taken it. It shows in yellow.
What you can do: Follow up, take it, or archive it.
Someone took it or already contacted the customer. It shows in blue.
What you can do: Contact, schedule an appointment, and record what happened.
You recorded a follow-up, but there's no final outcome yet. It shows in green.
What you can do: Update the follow-up when there's news.
It's over: it sold, it didn't work out, or you archived it. In the list it's in the «Archivadas» (“Archived”) tab.
What you can do: Look at its history.
How it moves from one status to another:
- Open → In progress: when someone taps «Tomar el caso» ("Take the case") or contacts the customer by WhatsApp or email from the case.
- Open or In progress → Attended: when you save a follow-up that doesn't close it («Le escribí, no ha contestado», "I messaged them, no reply yet"; «Contestó, está en conversación», "They replied, we're talking"; or «Agendó una cita», "They scheduled an appointment").
- Any → Closed: when you save «Cerró la venta» ("Closed the sale") or «No prosperó» ("Didn't work out"), or when you archive it.
Chips on each case
- The source: «Crédito» or «Mercado Libre».
- The priority: «critica» ("critical"), «alta» ("high"), «media» ("medium"), or «baja» ("low"). Critical and high show in red.
- The interested buyer's temperature: «Venta · Lead caliente» ("Sale · Hot lead"), «Venta · Lead tibio» ("Sale · Warm lead"), or «Venta · Lead frio» ("Sale · Cold lead").
- On quotes that don't come from a real customer: «Asistida» ("Assisted"), «Simulación» ("Simulation"), or «Prueba» ("Test").
- The deadline: «Vence en 3 h 20 min» ("Due in 3 h 20 min"), «Venció hace 1 d 2 h» ("Overdue by 1 d 2 h"), or, once closed, «Cerrado en plazo» ("Closed on time"). It changes color as the deadline gets closer.
The list
At the top you choose the status: «Abiertas» ("Open"; by default), «En curso» ("In progress"), «Atendidas» ("Attended"), «Archivadas» ("Archived"), or «Todas» ("All"). Next to it, the order: «Más recientes» ("Most recent") or «Por urgencia» ("By urgency").
With «Buscar cliente, contacto o auto…» ("Search customer, contact, or car…") you search all tabs at once. You can also filter by source, by priority, and see «Solo vencidos» ("Overdue only").
Each row shows the interest (the car), the customer, the source, who's handling it («Sin asignar», "Unassigned", if nobody), and the actions. If there's nothing you see «Sin interacciones» ("No interactions"); if your filters find nothing, «Sin resultados» ("No results").
Handle a case
Take it
Open the case and tap «Tomar el caso». You see «Tomaste el caso; el seguimiento queda a tu nombre.» ("You took the case; the follow-up is now under your name."). The button changes to «Lo estás atendiendo» ("You're handling it").
Contact the customer
In «Contacto» ("Contact") you see their WhatsApp and their email, or «No registrado» ("Not registered"). Use «WhatsApp» (you choose a ready message), «Abrir WhatsApp» ("Open WhatsApp"), «Abrir en tu correo» ("Open in your email"), or «Enviar seguimiento» ("Send follow-up"). This last one emails them the car's sheet with photos, your name, and the store's phone, in Spanish and English.
Schedule an appointment if they want to come
Tap «Agendar cita» ("Schedule appointment"). Choose «Día y hora» ("Day and time") or write in «O descríbelo con palabras» ("Or describe it in words"; for example, «Mañana por la tarde», "Tomorrow afternoon"). The appointment goes into Appointments and into the case's history, and the next reminder moves to 24 hours.
Record what happened
Tap «Dar seguimiento» ("Follow up") and choose an option in «¿Qué pasó con este contacto?» ("What happened with this contact?"). You can add a note in «¿Qué te dijo? (opcional)» ("What did they tell you? (optional)"). Tap «Guardar seguimiento» ("Save follow-up").
When you save the follow-up, a success sound plays. Each option sets when we'll remind you again:
| Option | What happens |
|---|---|
| «Le escribí, no ha contestado» | Moves to Attended. We remind you in 24 hours. |
| «Contestó, está en conversación» | Moves to Attended. We remind you in 48 hours. |
| «Agendó una cita» | Moves to Attended. We remind you in 24 hours. |
| «Cerró la venta» | It closes. |
| «No prosperó» | It closes. |
Until it's closed, the case keeps asking for attention. To change the outcome later, use «Actualizar seguimiento» ("Update follow-up").
A case's details
At the top you see «Siguiente paso» ("Next step") with what's due, for example «Toma el caso para que quede claro quién le da seguimiento.» ("Take the case so it's clear who's following up.") or «Ya contactaste. Registra el desenlace con «Dar seguimiento».» ("You already made contact. Record the outcome with “Follow up”."). Below, the progress: «Recibido» ("Received"), «Tomado» ("Taken"), «Contactado» ("Contacted"), «Con seguimiento» ("Followed up"), and «Cerrado» ("Closed").
The detail tabs:
- «Resumen» ("Summary"): who's handling it, since when, the vehicle, and the agency.
- «Señales» ("Signals"): why the interested buyer has that temperature. Only if there's a rating.
- «Crédito» ("Credit"): the product, down payment, term, rate, monthly payment, and whether the PDF was sent. Only in credit cases.
- «Origen» ("Source"): whether it «Nació en Cliquéalo» ("Started on Cliquéalo") or «Llegó por una integración» ("Came through an integration").
In Mercado Libre cases whose car isn't in your inventory, in «Origen» you see «Traer al inventario» ("Bring into inventory"). See Incorporate and reconcile.
To archive a case without an outcome, use «Archivar» ("Archive") in the row's actions menu. You see «Interacción archivada» ("Interaction archived").
The usual case
Sale closed
A credit case arrives, you take it, you message them on WhatsApp, they schedule an appointment and buy. You save «Cerró la venta» and the case closes.
Something doesn't work the first time
They don't reply
You save «Le escribí, no ha contestado». The case stays Attended and after 24 hours it asks for attention again. Repeat or close it with «No prosperó».
Worst case
The deadline passed
Nobody took it in time and you see «Venció hace…» ("Overdue by…") in red. Take it and contact the customer as soon as possible; use «Por urgencia» to see the most overdue first.
Special case
Another teammate took it
If you take a case that someone else had, it goes under your name. If it was already yours, you see «Este caso ya era tuyo.» ("This case was already yours.").
Errors
What you see · Send follow-up
«Este interesado no dejó correo, así que no hay a dónde enviarlo.»
This prospect didn't leave an email, so there's nowhere to send it.
What to do. Contact them by WhatsApp.
What you see · Open in your email
«El correo registrado no es válido.»
The registered email isn't valid.
What to do. Use WhatsApp or ask the customer for a correct email.
What you see · Schedule appointment
«Solo se puede agendar mientras la interacción sigue abierta.»
You can only schedule while the interaction is still open.
What it means. The case is already closed.
What to do. Schedule the appointment from the chat, if there is one.
What you see · Schedule appointment
«La cita necesita un teléfono o un correo.»
The appointment needs a phone or an email.
What to do. Without the customer's contact you can't schedule from the case.
What you see · Take the case
«El caso ya no está disponible para tomar.»
The case is no longer available to take.
What it means. The case was closed or archived while you had it open.
What to do. Reload the page.
What you see · Follow up
«La interacción no está disponible para seguimiento.»
The interaction isn't available for follow-up.
What to do. Reload the page; the case was probably already closed.
Appointments
Review visit requests, confirm them, mark them as attended or cancel them, and what reaches the customer at each step.
PDF quotes
Calculate a loan for a car, download the PDF or the Excel file, and send it to the customer through the chat or WhatsApp, with your name and a reference number to follow up.