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      Botdoc Connect - Workflows

      Understanding Customer Flow and Employee Flow in Botdoc Connect CRM Integration

      When an individual accesses any Botdoc Connect engagement point (QR code, short URL, wallet card, RFID card, etc.), Botdoc automatically determines which workflow to launch based on who is accessing it. There are two distinct flows: a Customer Flow and an Employee Flow.

      This article explains how each flow behaves and what users should expect.

      How Botdoc Determines the Flow

      Botdoc checks if the phone number is associated with a dealership employee who has been onboarded into Botdoc Connect.
      If not, the system treats the visitor as a customer.

      Customer Flow

      Who receives this flow:
      Anyone who is not an onboarded dealership employee. This is typically a customer scanning a QR code, tapping an RFID card, opening a short link, or clicking a CRM link sent to them.

      Purpose:
      To create/update lead information and collect the customer’s information and documents directly into the CRM during the buying process.

      What the customer sees:

      1. Prompt to enter their name.

      2. Modules to:

        • Scan their driver’s license

        • Upload  any required documents

      All data routes directly to the CRM and connects to the lead record.

      Employee Flow

      Who receives this flow:
      Dealership employees who have been onboarded into Botdoc Connect.

      Purpose:
      To allow dealership staff to create/update lead information and to collect information and documents on behalf of the customer.

      What the employee sees:

      1. Prompt to enter the customer’s phone number.

      2. Botdoc shows options to:

        • Match an existing lead, or

        • Create a new lead if none exists.

      3. Modules to:

        • Scan the customer’s driver’s license

        • Upload documents on behalf of the customer

      All information is still pushed into the CRM under the customer record.

      Botdoc Connect automatically chooses the correct workflow based on who is accessing the engagement point.

      • Customers are guided through a simple self-service intake.

      • Employees receive tools to intake and upload for the customer.

      This ensures consistent lead creation, correct CRM routing, and a smooth experience for both dealership staff and customers.