Comms+ Overview: The Intelligent Inbox Built for Service Teams

Comms+ is the new enhanced inbox in myKaarma — built to bring clarity, context, and actionability to every customer interaction.

Powered by AI, Comms+ monitors conversations across calls, texts, and emails, classifies them based on context, and highlights what needs attention first. Upset customers are flagged, messages are grouped into focused action views, and escalation rules ensure nothing slips through the cracks.

The result: faster responses, clearer priorities, and better customer experiences — without the noise.

🧠 What Is Comms+?

Comms+ is an AI-powered communication workspace designed specifically for dealership service operations.

It doesn’t just show you messages — it understands them.

By analyzing customer sentiment, RO lifecycle stage, and intent, Comms+ automatically organizes your inbox so your team knows:

• Who needs attention now

• Why they’re reaching out

• What action should be taken

Every message comes with built-in context — whether the customer has an open RO, is waiting for a reply, or may be at risk of leaving negative CSI.

🚀 Why It Matters

Traditional inboxes display messages. Comms+ adds intelligence — categorizing conversations and surfacing what needs immediate attention.

Comms+ shows conversations in order of priority.

By understanding where the customer is in the RO lifecycle and what they’re asking for, Comms+ ensures:

• Upset customers are surfaced immediately

• Open RO conversations are handled with precision

• Appointment leads don’t go cold

• Routine acknowledgments don’t clutter the workflow

This transforms your inbox from a message list into an operational command center.

🔧 Key Features

1. Customer Status Levels

Comms+ continuously monitors every customer conversation and assigns a status based on recent activity. These statuses appear as colored banners at the top of each message thread, helping your team instantly identify priority.

Status Definitions (in order of priority):

1. Upset Customer
   The customer has expressed frustration or dissatisfaction. Highest priority and should be addressed immediately.

2. Repeated Outreach (Likely Upset)
   The customer has reached out multiple times without receiving a response. Helps catch issues before frustration escalates.

3. Waiting for Response
   The customer is awaiting a reply from the dealership with no negative sentiment detected.

Routine acknowledgments (e.g., “Thank you”) carry no status, keeping the Inbox focused only on actionable conversations.

Comms+ uses these statuses to power escalation logic, ensuring higher-priority threads are handled quickly.

2. "Action Required" Inbox Views

Comms+ introduces dedicated Action Required views powered by AI.

Instead of scrolling through every message, AI groups conversations that require attention into focused categories:

• RO Status Update
  Customers with an open RO asking about ongoing service.

• Appointment Leads
  Customers without an active RO who may want to book an appointment.

• Appointment Updates
  Requests to change or follow up on an existing appointment.

• General Request
  Non-appointment questions such as parts, recalls, or warranty.

• Need More Info
  Messages or calls with limited context that likely require follow-up.

These views eliminate guesswork. You instantly see what requires action — without sorting through noise.

Additional filters remain available under “Other Views.”

3. Escalation Mechanism

Comms+ includes configurable escalation rules to ensure timely responses.

Escalation settings are located under: Settings → Communications → Escalation Rules

Dealerships can create rules based on customer status and category.

Default rules for Upset Customers, Waiting for Response, and Repeated Outreach are configured out of the box and can be enabled or customized as needed.

For example: If an Upset Customer has not received a response within 15 minutes, the assigned user and service manager can be notified via system alert and email.

Use escalation rules the way your dealership needs them. For example, you can trigger an alert if an Appointment Lead waits more than two hours without a response and notify the BDC team and advisors immediately.

The power is in the customization — set it up your way and ensure no customer ever slips through the cracks.

🌟 The Future of Dealership Communication

Comms+ is not just an inbox upgrade — it is a smarter way to manage service communication.

It understands context.
It prioritizes what matters.
It reduces noise.
It prevents customers from being missed.

By aligning communication workflows with real service operations, Comms+ helps teams stay proactive, organized, and customer-focused.

For questions or feedback, contact your CEM (Customer Engagement Manager) or support@mykaarma.com

We’re excited for you to experience Comms+ — the inbox that works for your service team.