Terms and Conditions

Auto Trader Live Chat and Text Business Rules

Chat, Text, Chat Assist and Chat Manager are third party products, supplied and facilitated by ContactAtOnce!, that allow consumers (site visitors) to communicate directly with a Dealer via the Dealer full page advert on Autotrader.co.uk or on the Auto Trader dealer website.

There are four levels of chat and text products, and these are defined in more detail below:

  • Chat;
  • Text;
  • Chat Assist; or
  • Chat Manager.

These products are provided subject to the Main Advertising Terms & Conditions which are incorporated into these Rules by reference.

Terms defined in the Main Advertising Terms & Conditions shall have the same meaning in these Rules unless expressly defined otherwise below. Should a term be defined in both the Main Advertising Terms & Conditions and these Rules, the definition of the term in these Rules shall have precedence in relation to these Rules.

  1. Definitions
    1. “Charges” refers to the monthly charges, where applicable, for all the Chat and Text products as set out in the Advertising Agreement;
    2. “Chat” refers to the web based instant messaging service available to Dealers, pursuant to the Advertising Agreement, which is facilitated by ContactAtOnce! and allows consumers (site visitors) to communicate directly with the Dealer in real-time;
    3. “Chat Assist” refers to the service provided to the Dealer directly by ContactAtOnce!, pursuant to the Advertising Agreement, whereby ContactAtOnce! engages directly with consumers (site visitors) on behalf of the Dealer via a web based instant messaging service (where the Dealer has subscribed to Chat) and/or via SMS message (where the Dealer has subscribed to Chat) between the hours of 6pm and 9am 7 days a week (and the “Chat Assist” product incorporates the provision of both the Chat product and the Text product where the Dealer has subscribed to such);
    4. “Chat Manager” refers to the service provided to the Dealer directly by ContactAtOnce!, pursuant to the Advertising Agreement, whereby ContactAtOnce! engages directly with consumers (site visitors) on behalf of the Dealer via a web based instant messaging service (where the Dealer has subscribed to Chat) and/or via SMS message (where the Dealer has subscribed to Chat) 24 hours a day, 7 days a week (and the “Chat Manager” product incorporates the provision of both the Chat product and the Text product where the Dealer has subscribed to such);
    5. “Chat and Text product(s)” refers to one, several or all of the Chat, Text, Chat Assist and Chat Manager products);
    6. “ContactAtOnce!” refers to ContactAtOnce! Limited (company number 07704089), the third-party supplier and support centre that facilitates Chat and Text and provides support when using the Chat Assist and Chat Manager products.
    7. “Dealer” refers to the person, firm or company who purchases Chat, Text, Chat Assist or Chat Manager from Auto Trader in accordance with and subject to the Advertising Agreement;
    8. “Text” refers to the SMS messaging service available to Dealers, pursuant to the Advertising Agreement, which is facilitated by ContactAtOnce! and allows consumers (site visitors) to communicate directly with the Dealer via SMS message;
  2. Dealer Obligations
    1. Dealers are responsible for setting up and managing live Chat and Text product accounts through Portal for car, van and bike platforms. Exceptions may be made on a case by case basis.
    2. After the initial set up referred to at paragraph 2.1 above, Dealers are responsible for overseeing and managing additional users. Exceptions may be made on a case by case basis.
    3. If a Dealer Group requires Chats and Text messages from multiple sites to flow into a single site, that single site must be supplied with a chargeable contract/licence and a request must be sent to Auto Trader to arrange set up.
    4. Purchasing a Chat and Text product does not give the Dealer the right to implement such Chat and Text product on their own website, and such Chat and Text Product shall only be used as specified at paragraph 3 below. Separate charges and terms apply directly from ContactAtOnce! for any use beyond that specified in these Rules.
  3. Usage and Availability
    1. Each Dealer site requires a separate contract and licence from ContactAtOnce! for all Chat and Text products. These are purchased by Auto Trader on behalf of the Dealer as part of the Package.
    2. There is no limit to the number of users a Dealer site can add to handle live Chats or Cexts.
    3. Chat and Text are available on all Autotrader.co.uk platforms and Auto Trader Dealer Websites (subject to paragraph 3.5 below).
    4. Chat Assist and Chat Manager are available on the Autotrader.co.uk Car and Van platforms only as well as Auto Trader Dealer Websites (subject to paragraph 3.5 below).
    5. Chat, Chat Assist and Chat Manager are only available on Auto Trader Dealer Websites where the dealer is subscribing to an Auto Trader Car/Van selling package.
    6. Chat Assist operates between the hours of 6pm and 9am 7 days a week. Dealers are responsible for answering chat and text conversations outside of these hours.
    7. Chat Manager operates 24 hours a day, 7 days a week on behalf of Dealers.
  4. Charges and Payment
    1. Chat is available free of charge to dealers subscribing to a car, van or bike selling package.
    2. Text is available free of charge to dealers subscribing to a car, van or bike selling package up until April 2019. Auto Trader reserves the right, in accordance with the Main Advertising Terms and Conditions, to charge Dealers for the Text product from 1 April 2019.
    3. Charges for Chat Assist and Chat Manager vary depending on contracted stock level.
    4. Chat Assist and Chat Manager is charged monthly based on the volume of the Dealer’s contracted stock. Auto Trader reserves the right to amend charges, in accordance with the Main Advertising Terms and Conditions and as notified by the Dealer’s Account Manager, if a Dealer increases / decreases the contracted stock. Stock offers are excluded from the contracted stock calculation.
  5. Liability
    1. The Dealer is solely responsible for all content provided by the Dealer when using the Chat product and the Text product. For Chat Assist and Chat Manager, the Dealer is solely responsible for all content provided by ContactAtOnce! when it conducts conversations on the Dealer’s behalf.
    2. Auto Trader is not responsible, and accepts no liability, for any content, and/or the delivery of such content, provided by or on behalf of the Dealer or ContactAtOnce! in connection with any Chats and Text product.
    3. Auto Trader reserves the right to remove any or all of the Chat and Text products should the products and/or consumers using the service be abused.
  6. Upgrades or Downgrades
    1. A minimum of 30 days’ notice is required for any downgrade or cancellation requests for Chat Assist and Chat Manager. The Dealer should contact its Account Manager to discuss upgrading and downgrading any of the Chat and Text products.