Every motion of the deal — in one product.

1. Dashboards

Three role-tuned dashboards on the same source of truth.

Overview

• KPI tiles: leads today/week, appointments today/week, deals in progress, deals closed, monthly revenue, conversion rate, SLA compliance, inventory count and aging.
• Live Showroom Visits widget — real-time floor traffic.
• Active Shoppers widget — customers currently engaged on the website.
• Daily activity charts (responses, appointments, escalations).

My Dashboard

• Personal pipeline: assigned leads, tasks, appointments, and deal probability.
• Daily briefing panel from the AI Copilot.

Team Dashboard

• Per-salesperson performance, leaderboard, round-robin distribution health.
• Manager visibility into SLA, response times, and escalation volumes.

2. Lead Management

The lifecycle, scoring, routing, and ingestion stack.

Lifecycle

Canonical statuses: newcontactedqualifiedproposalnegotiationwonlostduplicate

• Temperature classification with auto-scoring (0–100).
• Sources: website, walk-in, phone, referral, third-party (ADF), social, email.
• Status changes governed and audited via lead_status_audit.

Routing

• Round-robin assignment by store and department.
• Configurable in Admin → Lead Routing Settings.
• Honors user availability, role, and store assignment via user_store_assignments.

Capture & ingestion

• ADF/XML import via import-lead edge function — parses tags into lead types and notes.
• Website lead form via submit-website-lead with duplicate rejection on active matches.
• Third-party feeds via API key (X-API-Key).

AI auto-responder

• Granular triggering rules with exclusions (lead source, hours, status).
• Initial response sent via Madison AI within configured SLA.
• Logged in ai_interaction_logs.

Filtering & views

All Leads · Hot Leads · New Leads · My Leads. URL-driven filtering for deep-linking.

3. Customer 360

One profile, every channel, every signal.

Profiles

• Identity: name, contacts, address, communication consent (SMS/email).
• Preferred contact channel.
• Tags & segmentation.
• Activity timeline (notes, calls, SMS, email, status changes, assignments).

Customer dashboard

• Profile header with quick actions (call, text, email, schedule).
• Vehicle of Interest panel — links to active lead record.
• Buyer / Co-buyer panel.
• Trade-in panel with VIN decode and comparison tools.
• Sales history, deal probability indicator.
• Online activity feed (page views, vehicle views, scoring).
• Appointments, tasks, and wishlist management.
• Lead Received detail dialog for inbound source review.
• Printable Customer Sheet — internal review document.

Search & tools

• Standard and Advanced Search with multi-field filters.
• Recent · Sold · Recently Contacted · Not Recently Contacted · Lease Prospects.
• Recent Opportunities and Potential Duplicates detection.
• Customer Data Transfer between salespeople / stores.

Add / Edit

• Customer form dialog with ZIP lookup.
• License scan dialog (scan-license OCR).
• Vehicle lookup dialog tied to inventory.
• Soft-delete with hierarchy preservation.

4. Showroom Visits

Live tracking

• Floor traffic in real time on the Overview Dashboard.
• Sales-process steps: meet & greet, walkaround, demo drive, write-up, etc.
• Visit notes and outcomes.

End Visit / Purchase

• End Visit dialog captures result.
• did_buy: true triggers automated cascade — sale record creation, deal initialization, status sync.
• View Visit dialog for historical visit review.

5. Tasks

• customer_tasks table with chronological categorization (Today, Overdue, Upcoming, Completed).
• Task types: call, email, sms, follow-up, appointment, other.
• Owner, due date, related entity (lead/customer/deal/vehicle), status.
• Add Task dialog from any customer dashboard.
• Behavioral automation creates tasks from tracking events (e.g., repeat vehicle views).
• AI-generated follow-up tasks suppressed when chat is active (chat-first priority).

6. Calendar / Appointments

• Multi-type appointments: sales, test drive, delivery, service, other.
• Schedule Appointment dialog with 30-minute collision check.
• Edit Appointment dialog and reminders.
• Linked to customers, leads, and deals.
• Statuses: scheduled, confirmed, completed, no-show, cancelled.

7. Activities

• Unified activity stream across customers, leads, and deals.
• Types: note, call, sms, email, status change, assignment.
• Sourced from customer_activities and demo_messages.
• Inbound communications ingested via demo_messages (single source of truth) and surfaced as activities.

8. Opportunities

• Recent Opportunities view of active deal-stage customers.
• Tracks deal probability (0–100) with formula-based scoring.
• Surfaces customers ready for desking handoff.

9. Letters

Coming soon — direct mail / printable correspondence module.

10. Links & Resources

• Quick Links — configurable shortcuts.
• Resources — sales collateral, training docs.
• Help Center — in-app support.

11. Communications

Pinned chat widget

• Facebook Messenger-style floating chat (bottom-left).
• Up to 3 simultaneous conversations, minimize/expand.
• 5-second polling, real-time message display.
• Click name to navigate to customer profile.
• Persists to demo_messages and logs to customer_activities.
• Outbound messages must use delivered status.

Inbox

• Email, Text, and Calls views with Unread / Sent / Drafts / Missed / Voicemail filters.
• Future-proofed messaging architecture for SMS/email providers.

12. Madison AI Sales Assistant

• Conversational SMS AI with tool calling.
• Tools: inventory search, profile updates, wishlist add, appointment scheduling.
• After-hours behavior modes (respond, acknowledge_only, silent).
• Auto follow-up engine with configurable intervals and max attempts.
• Re-engagement logic with escalation_status and auto re-enable.
• Personality configuration (name, persona, tagline, FAQ, promotions, custom phrases).

13. Trade-Ins

• Trade-in dialog with VIN decoder integration.
• API-based vehicle decode and option/trim lookup.
• Comparison vs. inventory and market values.
• Trade specs stored against the customer record.

14. Wishlist / Vehicle of Interest

• Add Wishlist dialog from customer dashboard.
• Vehicle of Interest links the customer dashboard to the active lead vehicle.
• Drives inventory heat-mapping and behavioral triggers.

15. Visitor Intelligence

• Page views, vehicle views, dwell time, scroll depth.
• Visitor scoring and attribution to customer records.
• Cross-join with CRM via tracking integration.
• Performance optimized with pg_cron refreshed aggregates.
• Powers Active Shoppers widget and behavioral task creation.

16. Deal Probability

• 0–100 scale calculated from lead status, recency of contact, online activity, appointment activity, trade-in presence, and visit progression.
• Surfaced on the customer dashboard and Opportunities view.

17. Handoff to Desking

• Deals require an explicit "Desk Deal" trigger — they are not auto-created.
• Customer → Lead → Deal hierarchy with bidirectional status sync.
• Deals open in /app/desking with full worksheet.

18. AI Copilot

• Analyst mode and Controlled Autonomy framework.
• Daily briefing with prioritized actions.
• Context-aware chat tied to the current customer / lead / deal.
• Proposes actions (create task, update lead, send message, schedule appointment, assign lead) with confirmation.
• Citations link back to CRM entities.

19. AI Trust Center & Governance

• AI audit log of every AI decision and message.
• Failure mode handling with human escalation rules.
• Configurable autonomy levels per workflow.
• Trust Center settings in Admin.

20. Multi-Tenancy & Access Control

• Hierarchy: Dealer Group → Store (UUID-based, no 5-digit IDs).
• Global store selector (StoreContext + selectedStoreId).
• user_store_assignments controls store access.
• Nine system roles (admin, GM, sales manager, salesperson, BDC, F&I manager, service manager, marketing manager, platform owner).
• Row-Level Security on all CRM tables; Platform Owner bypass policy.
• Tenancy isolation via store_id or !inner join on customers.

21. Admin Settings (CRM-Relevant)

• Store hours by department (used by Madison after-hours logic).
• Lead routing (round-robin) configuration.
• API key management for inbound lead feeds.
• Department phone numbers (sales, service, parts, finance, main).
• AI Agent settings (Lead Auto-Responder, Appointment Assistant, Madison personality).
• Service Department toggle (hides service features per store).
• Automated user provisioning with context-aware store assignments.

22. Reporting & Audit

• Lead status audit trail.
• Sales Log operational ledger with front/back gross and commission.
• AI Interaction Logs and AI Analytics dashboard.
• Impersonation audit logs for platform admin actions.

Appendix · Data Model

Key tables backing the CRM.