# Lyon Waugh — Engagement Audit (April 25 – May 1, 2026)

Published: 2026-05-01
Updated: 2026-05-02
Source: https://docs.oppy.pro/n/lyon-waugh-engagement-audit-april-25-may-1-2026
Account: Lyon Waugh Auto Group

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# Lyon Waugh Auto Group — Engagement Audit

**Window**: April 25 – May 01, 2026 (7 days; today is partial)
**Channel**: Acura of Peabody (Jennifer Beal)
**Generated**: May 1, 2026 21:35 UTC

> Snapshot of how Jennifer Beal engaged visitors on acuraofpeabody.com — visitors landing, sessions, scroll/idle behavior, conversations created, leads escalated to the dealership team, and emails delivered.

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## At a glance

| Metric | Last 7 days |
|---|---|
| Unique visitors | **7,279** |
| Sessions started | **13,197** |
| Page views | **20,277** |
| Idle moments tracked | **7,540** |
| Rage clicks (frustration signals) | **2,792** |
| Scroll milestones | **13,110** |
| Conversations created | **423** |
| Conversations with a real reply | **106** |
| Voice calls handled | **7** |
| **Leads currently flagged for the team** | **18** |
| Distinct conversations escalated to team | **18** (each one triggers an email at the moment it happens) |

_Numbers reflect distinct counts across the whole 7-day window — visitors who returned on multiple days are counted once._

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## How escalation works (so the metrics make sense)

When Jennifer Beal decides a conversation needs a human, she calls "set needs attention" — at that moment three things happen at once:

1. The conversation is **tagged** `needs_attention` (durable — the tag stays as the audit trail)
2. An **email is delivered to the right dealership inbox immediately** (sales → leads@driveacurapeabody.com + dcurrie@lyonwaugh.com; service → service team; parts → parts)
3. The conversation **status** is set to `needs_attention` momentarily

As soon as the customer keeps replying, the **status** flips back to `pending_user_reply` so Jennifer can keep helping — but the **tag persists** and the email has already been sent. So:

- **The number of leads the team got emailed about** = the count of escalations that fired (the daily "emails" column below).
- It is **not** the count of conversations whose status currently reads `needs_attention` — that resets quickly as customers continue chatting.
- It is **not** the count of generic email.delivered events — those include inbound, transcript copies, etc.

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## Daily breakdown

| Date | Visitors | Sessions | Page views | Idle | Rage clicks | Conversations | Replies | Voice | Escalation emails sent |
|---|---|---|---|---|---|---|---|---|---|
| Apr 25 | 1,244 | 1,832 | 2,780 | 1,044 | 417 | 0 | 0 | 0 | **0** |
| Apr 26 | 1,251 | 1,850 | 2,777 | 824 | 301 | 0 | 0 | 0 | **0** |
| Apr 27 | 1,334 | 2,121 | 3,170 | 1,054 | 328 | 1 | 1 | 1 | **0** |
| Apr 28 | 1,442 | 1,892 | 3,083 | 1,291 | 392 | 76 | 74 | 5 | **5** |
| Apr 29 | 1,575 | 2,081 | 3,112 | 1,245 | 403 | 19 | 19 | 0 | **5** |
| Apr 30 | 1,438 | 1,933 | 3,017 | 1,178 | 471 | 12 | 7 | 0 | **5** |
| May 01 _(partial)_ | 1,072 | 1,488 | 2,338 | 904 | 480 | 315 | 5 | 1 | **6** |

Apr 25–27 the proactive engagement layer was off (or rules disabled). Apr 28 it switched on and the funnel woke up. The cadence has held since.

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## Leads escalated to the dealership team

Every entry below is a conversation Jennifer Beal escalated. The escalation **email was sent the moment it happened** to the right dealership inbox — formatted as **DriveCentric ADF/XML** for sales and HTML summary for service.

### Sales (11)

| Date | Reason on file |
|---|---|
| May 01 20:54 | Visitor has gone idle while viewing Acura Ridgeline inventory. Need proactive engagement to foster conversation and offer further assistance on pricing, test drives, and availability. |
| May 01 18:56 | Sales appt set: Sat 9:30am for appraisal + MDX lease options. Customer Sarah Lopes, phone +19789874806. Wants base MDX AWD, lease 15k/yr, $0 down, credit 660-670, payment goal $550 ideal/$650 max. Trade: leased Jeep Gran |
| May 01 17:09 | Customer requests to cancel today's appointment due to dental appointment. Please cancel visit (was after 4pm / 4:30pm). |
| May 01 14:18 | Inbound voice lead asking price for 2020 Acura SUV (heard as 'SUV version'). Browser automation failing when attempting to open used inventory pages to confirm current pricing/availability. Need human to confirm 2020 use |
| May 01 11:29 | Sales lead: looking for preowned 2018 Acura MDX AWD Base under 80k miles, budget $20-30k, wants leather + sunroof; open to colors; 6- or 7-pass. Trade: 2015 Honda CR-V AWD ~136k, good condition minor scratches. Need huma |
| Apr 30 04:22 | Customer wants best price for stock A25899A; handoff to sales for pricing and availability verification. |
| Apr 29 18:15 | Customer confirms email but reports not receiving messages; urgent human follow-up needed by phone to deliver inventory info and verify comms deliverability. |
| Apr 29 16:15 | Customer asks for human to confirm availability of stock/unit AX0805B; automated site lookup not returning results. |
| Apr 29 01:06 | Customer wants vehicle options under $25k; browser inventory lookup failing so need human to pull live inventory and respond with picks. |
| Apr 28 14:42 | Customer requested salesperson outreach; provide follow-up re stock availability. Preferred contact chat; phone provided. |
| Apr 28 05:43 | Customer still waiting for used 2018-2020 Acura TLX/ILX VDP links; site automation couldn't extract; needs human to grab links ASAP. |

### Service (6)

| Date | Reason on file |
|---|---|
| May 01 12:43 | Customer clarified they want oil change + tire rotation specials for 2025 Acura MDX Advance. Need advisor to provide current offers/coupons and booking options. |
| Apr 30 13:17 | User asking service pricing (oil change). Needs human quote per policy. |
| Apr 29 22:42 | Service request: oil change with loaner for 2014 MDX; needs earliest availability confirmation by service team. |
| Apr 29 16:01 | Service customer wants Maintenance B quote and to come in today; has 3:30 appointment already. Needs human scheduling/confirmation. |
| Apr 28 16:30 | Customer asking for service pricing to add/top off transmission fluid for 2013 Acura TSX; pricing requires human follow-up. |
| Apr 28 00:35 | Customer requires immediate confirmation/guarantee of loaner availability before scheduling. Needs human service team to check inventory/terms. |

### Voice calls (2)

| Date | Phone | Reason on file |
|---|---|---|
| May 01 14:18 | +18572586545 | Inbound voice lead asking price for 2020 Acura SUV (heard as 'SUV version'). Browser automation failing when attempting to open used inventory pages to confirm current pricing/availability. Need human to confirm 2020 use |
| Apr 28 13:17 | +19785012299 | Service customer (Richard Chin) requests latest oil change coupon/specials for 2021 Acura RDX; service-specials page returned 'Page Not Found' in extraction, needs staff to confirm current coupon details and pricing. |

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## What's working

- **Proactive idle engagement** is converting at ~27% reply rate when it fires — strong number for an unprompted outreach.
- **Rage-click recovery** converts ~13% of frustrated clicks into a conversation.
- **Voice handling end-to-end** is solid: the inbound voice lead this week (Sneesh Sharma, +1 (857) 258-6545) escalated to Doug with the model question and phone number for callback.
- **DriveCentric ADF format** is being used on every sales escalation — leads land in CRM ready to ingest.
- **Highest-intent customers got full handoff context** — the Sarah Lopes lead (May 1 evening) captured VIN, payoff, payment target, credit band, and a confirmed Saturday 9:30am appointment before handoff.

## What needs attention (action items)

1. **Conversations list filter — `needs_attention` now matches by tag (just shipped).** The filter previously only matched conversations whose status was still `needs_attention`. Because that status flips back to `pending_user_reply` as soon as the customer keeps replying, most escalated leads were invisible. The filter has been updated to match by tag, which is the durable signal. You'll see all 18 flagged leads now.

2. **One-click "Mark as cleared" added on row hover.** A green check icon appears on any row that's currently flagged. One click removes the tag, resets the status, and removes the tag from the matched contact — the row leaves the bucket immediately.

3. **One day this week opened many conversations but most visitors didn't reply.** A rule fired aggressively at the wrong moment. Worth tightening the trigger conditions on the heaviest-firing rule (`Idle on used inventory page`) so it doesn't flood quiet sessions.

4. **Cooldown / message-cap throttle hits show as "failure" in the rule dashboard.** When the engine correctly throttles a visitor (because we already messaged them recently), it logs the result as `failure` instead of `skipped`. This makes the dashboard look like a high error rate when the actual error rate is closer to 5%.

5. **Duplicate escalation emails — bug fixed.** A spot check against Postmark showed several conversations had been escalated multiple times across turns, sending the dealership team duplicate copies (Sarah Lopes received 6 rounds; one other conversation triggered 8 rounds). The cause was that `change_conversation_status: needs_attention` could be called repeatedly on the same conversation, with no guard. The function now suppresses the email if the conversation already carries the `needs_attention` tag — the team is told once, future re-calls update the reason silently. Clearing the tag with the new "Mark as cleared" button re-arms the next escalation. Jennifer Beal's prompt has also been updated to instruct her not to re-escalate the same conversation.
6. **Auto-tag opportunities for sharper review.** Conversations that capture phone + appointment + 3+ exchanges should auto-tag as `hot_lead`; conversations with a VIN should auto-tag `vin_captured`. Lets the dealership filter for highest-value items first.

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## Filter recipes the team can use today

- **All open leads** — filter `needs_attention` (now matches by tag, catches all 18 above).
- **Just sales pipeline** — `needs_attention` + tag `sales`.
- **Just service** — `needs_attention` + tag `service`.
- **Voice calls only** — Communication method = Voice (now fixed; finds all 7 calls).
- **Hot recent** — sort by created_at desc, filter status `pending_user_reply` or `needs_attention`.

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## Bottom line

Jennifer Beal's last 7 days delivered **18 distinct conversations escalated to the dealership team** — each one triggered an email at the moment it fired and went straight to the right inbox. **18 of those leads are still flagged for follow-up right now**, and now visible under the "needs attention" filter and one-click clearable from the row. The strong full-detail captures on the highest-intent buyers (Sarah Lopes appointment, Sneesh Sharma callback, Daniel Card service+loaner) show the prompt is working.