Frequently Asked Questions
Engagements
How many engagements can I run at once? There is no technical limit on simultaneous engagements. You can have multiple engagements in progress at the same time — different dealerships, or multiple engagement cycles for the same dealership. Check Settings → Plan for any limits that apply to your subscription tier.
Can I run a new engagement for a dealership that already has a signed engagement? Yes. A dealership can have multiple engagements over time — one per audit cycle. When you create a new engagement for the same dealership, it is independent of the previous one. The signed engagement from the previous cycle becomes the baseline that the new engagement can measure against.
Can I archive an engagement I no longer need to see? Archiving is not available in the current version. Engagements remain on the list permanently. Use the status filter on the home screen to focus on active engagements.
I started with the Short form. Can I add sections that were not included? Yes. In the Canvas, sections that were not included in the Short form may appear in a “show all” view in the Section Rail. If not, you can create a new Long form engagement for the same dealership. The dealership record carries across.
How long does a typical engagement take? For a full lifecycle audit at a well-documented dealership, an experienced consultant typically completes the Canvas work in 1–3 working days on-site, with another 1–2 days for review and sign-off. Engagements at dealerships with limited documentation take longer, but the findings reflect that — confidence levels are lower where data is sparse.
Findings and money
Who calculates the money figures in findings? Lens calculates the money figures from named inputs using a deterministic formula — the same inputs always produce the same figure. The calculation is not an AI estimate. In the Working view, you can expand the “Lens reasoning” section inside any finding card to see the step-by-step logic and the inputs used.
A finding’s money figure looks too high (or too low). What do I do? First, expand the finding’s reasoning chain in the Working view to see the inputs. If an input is wrong — for example, the monthly RO volume was incorrect — update it in the Engagement Profile Key Indicators or in the relevant section notes. Lens will recalculate the finding. If the logic itself looks wrong, use the feedback loop to flag it.
Why does the Total Opportunity look lower than the sum of individual findings? The Total Opportunity is de-duplicated. When two findings draw on the same underlying revenue (for example, improving both booking conversion and online booking would recover some of the same lost ROs), Lens counts only the larger figure, not both. This makes the Total Opportunity conservative and defensible.
Can I add my own finding that Lens did not surface? Not as a standalone finding in the current version. You can add context and quantified observations in the section notes, and you can add recommendations to existing findings. If you believe a material gap was missed entirely, use the feedback loop to note it.
Documents and uploads
What file types can I upload? PDF, XLSX, CSV, PNG, and JPG files are supported. The maximum file size is 15 MB per file.
Can I upload the same file to multiple sections? You can upload files to each section independently. If the same DMS export is relevant to both Productivity and Parts Availability, upload it to both sections — Lens will extract the relevant content for each context.
What happens to uploaded files after sign-off? Uploaded files remain in the engagement record permanently. They are not deleted on sign-off.
What if a file fails to process? If a file shows “processing” for more than a few minutes, try removing it and uploading a fresh copy. If the problem persists, add the relevant data as notes in the section text area — notes are always processed immediately.
The report
Can the Dealer Principal see the Working view? No. The Working view — including reasoning chains, causes, and consultant working notes — is visible only to Consultants and Account Owners within your workspace. When you share the PDF, use the Principal view.
Can I share the draft PDF before signing? Yes. Click ⬇ Draft PDF in the Report modal at any time. The downloaded PDF carries a DRAFT watermark and is suitable for informal review. It is not the final deliverable.
The report PDF download is not working. What should I do? Ensure the engagement is open in the Canvas and you have clicked View report to open the Report modal. If the PDF button appears active but nothing downloads, try refreshing the page and opening the modal again. If the problem persists, try a different browser.
Can I customise the report with my firm’s logo and branding? Custom branding — your firm’s logo, colours, and cover page — is planned for a future version of Lens. The current version uses the standard Lens report format.
Sign-off and baseline
What happens if I sign off and then discover an error? Sign-off is permanent through the application. If a signed engagement contains a significant error, contact your Account Owner. Draft versions of the report remain accessible, but the signed version cannot be edited.
Does the baseline update when I run a new engagement? No. The baseline is always the first signed engagement for a dealership. Subsequent engagements add to the history and can be compared to the baseline, but they do not replace it. This ensures the original baseline is always available as a reference point.
Feedback and comments
Can I add a comment without selecting text first? In the current version, feedback is always anchored to a specific text selection. Select the relevant text first, then click 💬 Add feedback. You cannot add a free-floating comment that is not anchored to text.
Who can see comments? All Consultants and Account Owners in your workspace can see all comments on an engagement. Comments are not private.
Can I add a comment on a finding that is structural? Yes. You can select text in any part of the Canvas workspace — including structural findings — and add a comment. Structural findings cannot have recommended actions, but they can be annotated via feedback.
Account management
Can I transfer an engagement to another consultant in my workspace? Engagements are shared across the workspace by default — all Consultants can view and work any engagement. There is no formal assignment mechanism; the engagement belongs to the workspace, not to a specific consultant.
What if a consultant leaves the firm? Deactivate their account from Settings → Team. All their previous work — engagements, documents, and signed reports — remains in the workspace and is unaffected. Another consultant can continue any in-progress engagement.
Can I export all my engagement data? A bulk data export is not available in the current version. Signed PDFs can be downloaded individually from each engagement.