Decisiv Prokeep Integration

Connect customer communications and parts workflows between Prokeep and Case

Contents

• Overview
• Before You Begin
• What the Integration Does
• Use Case 1: Attaching Customer Conversations to a Case
  • How conversations are captured
  • Linking a conversation to a case
  • What appears in Case
• Use Case 2: Parts Communication Workflow
  • How the workflow is triggered
  • Parts counter actions in Prokeep
  • What appears in Case
• Frequently Asked Questions

Overview

The Prokeep–Decisiv integration connects the Prokeep business texting and communication platform with the Decisiv Case application. It supports two workflows: attaching communications in Prokeep to the correct case as a PDF record, and automating the parts request and status update process between service advisors and the parts counter.

Together, these workflows reduce manual follow-up, give service advisors better context on each case, and keep the parts process moving without requiring phone calls or in-person check-ins.

NOTE: This integration is available to service provider locations where the Prokeep connector has been enabled. Contact your system administrator or Decisiv representative to confirm availability at your location.

Before You Begin

• Your location must have the Prokeep connector enabled in Decisiv.
• You must have a Prokeep account with access to your location’s workspace.
• A case must exist in Decisiv before a Prokeep conversation can be linked to it.
• For the parts workflow, the parts counter must be configured to receive notifications via Prokeep.

NOTE: Prokeep and Decisiv are separate platforms with separate login credentials.

What the Integration Does

The integration operates in two independent workflows. Locations can use one or both depending on how their team is configured.

Use Case 1: Attaching Customer Conversations to a Case

How Conversations Are Captured

Customer communications in Prokeep — text messages, emails, or other supported channels — are organized into conversation threads. Each thread represents a single topic or exchange. These threads may happen before a vehicle arrives for service, during the service event, or after the case is closed.

Prokeep stores all thread history. When a service advisor is ready to attach a conversation to a case, they can export it directly from Prokeep without re-entering any information.

Linking a Conversation to a Case

To attach a Prokeep conversation to a Decisiv case:

• In Prokeep, open the conversation thread you want to attach.
• Select the Decisiv integration option within Prokeep.
• Prokeep retrieves a list of open cases at your location from Decisiv. Cases are filtered by your Dealer ID – You can check the customer name and asset.

• Select the correct case from the list.
• Prokeep generates a PDF of the conversation thread and uploads it to the case in Decisiv.

NOTE: Each conversation thread is exported as a separate PDF — not combined into a single file. This keeps individual topics distinct and easier to reference.

What Appears in Case

After the attachment is complete, the conversation PDF appears in the Attachments section of the case. The file includes all messages, timestamps, participant names, and relevant metadata from the thread.

Multiple PDFs can be attached to the same case if several Prokeep threads are relevant to the service event.

If the attachment occurs before the thread is closed and the thread continues, the attached PDF will be replaced with a final PDF when the thread is closed.

Use Case 2: Parts Communication Workflow

This workflow automates the handoff between the service advisor and the parts counter when a case requires parts. It reduces delays caused by missed notifications and eliminates the need for phone calls or in-person status checks.

How the parts counter is involved: This workflow applies when the parts counter uses Prokeep as its primary communication tool. If the parts counter works within Decisiv, parts communication continues through case notes as usual.

How the Workflow Is Triggered

The workflow begins when a service advisor updates a case status to Parts Hold in Decisiv.

• The case status is set to Parts Hold.

• If the case needs to be escalated to the Part Counter team, the Service Advisor goes to the attachment section and clicks Prokeep escalation.
• Select the group in Prokeep to escalate
• Decisiv sends a notification to the parts counter’s Prokeep inbox with the relevant parts request details.

• The parts counter sees the request in Prokeep and claims it. A notification of the claim appears in Decisiv, confirming the request was received.

Parts Counter Actions in Prokeep

Once the parts counter has claimed the request in Prokeep, they can update the status as parts are located and ordered. Key actions available in Prokeep include:

Each action in Prokeep triggers an API call to Decisiv, which automatically creates the corresponding case note. The service advisor and technician can see the current parts status without contacting the parts counter directly.

What Appears in Case

Throughout the parts workflow, the following updates appear in the case:

• A notification when the parts counter claims the request.
• A case note when parts are ordered, including the ETA if one was entered.
• A case note when parts are received and available at the dealership.

All notes follow the standard case note format and are visible (internally) to anyone with access to the case.

The cases posted from Prokeep do not support two-way communication between the apps. A -PLEASE DO NOT REPLY – message is posted in the note.

Frequently Asked Questions

Can I attach a conversation to a case after the case is closed?
Yes, you can attach a new thread when the case is closed.

What if the correct case doesn’t appear in the Prokeep case list?
The list shows open cases at your location filtered by Dealer ID. If the expected case is not visible, confirm that the case exists in Decisiv for the desired Decisiv portal. Contact your system administrator if the issue persists.

Does the parts workflow work if the parts counter uses Decisiv instead of Prokeep?
No. The automated Prokeep parts workflow applies specifically to locations where the parts counter uses Prokeep. If the parts counter works in Decisiv, communication continues through case notes in Decisiv as usual.

Can more than one Prokeep thread be attached to the same case?
Yes. Multiple conversation threads can be linked to the same case. Each thread is exported and attached as its own PDF file.

Are Prokeep and Decisiv credentials the same?
No. The two platforms use separate login credentials. You will need to sign in to each independently.

Who can see the conversation PDFs and parts notes in Case?
The PDFs are posted as internal files, but they can be changed to external. Any user with access to the case can view attachments and notes. Access is governed by the standard case permissions at your location.