CSR

Who this is for

The CSR (example: Danielle) is the front line for inbound calls, website leads, and booking. CSRs create new customers/opportunities, schedule consultations, keep an eye on the day's dispatch board, and collect payments. If you spend your day on the phone and in the calendar, this is your role.

What you can access

Sidebar pages:

• Mission Control (/)
• Customers and Opportunities — create and manage leads.
• Dispatch (/dispatch) — read-only view (see Edge cases and What you cannot do).
• Routing (/routing)
• Schedule (/schedule) and My Schedule (/my-schedule)
• Appointments (/appointments)
• Call Recordings (/recordings)
• Payments (/payments)
• Gallery — view only, for showing customers example projects
• Communications and Training

Quick actions:

• New Booking + Start Recording — the primary intake flow at /bookings/new, the CSR 4-box intake (Align, Diagnose, Design, Decide), which starts a call recording automatically.
• New Payment Link — sends a /pay/... link to a customer.

What you cannot do

• Dispatch is read-only for you. You can see the board and job statuses, but you cannot drag, reassign, or edit anything on it — that requires Dispatcher permissions layered on via a Permission Set. See /help/troubleshooting/access-denied.
• You cannot see Price Book, Configurator, Imagine, Proposals, or Field Portal — those are Door Expert / Design Concierge / PM tools.
• You cannot see Projects or the reconcile/release workflow.
• You cannot edit a proposal — you may see one exists on the opportunity, but corrections go through the Door Expert/Manager unsell-and-reissue process.
• No /admin/* access.

Your typical day

1. Check Mission Control for new leads and callback reminders.
2. Answer inbound calls; for a new lead, use New Booking + Start Recording to run the 4-box intake and book the consultation.
3. Check Customers/Opportunities for website leads that arrived overnight (Framer form webhook) and confirm their property data looks right, then call to book.
4. Check the Dispatch board for the day's jobs so you can answer "where's my installer?" calls accurately (read-only).
5. Use Schedule to book or move consultation appointments (not install jobs — that's Dispatch).
6. Send payment links via Payments when a customer is ready to pay their SAD or another milestone.
7. Review Call Recordings for your own coaching feedback.

Step-by-step guides

Book a new consultation (new lead)

1. Click New Booking + Start Recording from Mission Control.
2. Input: customer name, phone, address (or select an existing customer if calling back).
3. What happens: /bookings/new opens the 4-box flow (Align, Diagnose, Design, Decide) and a recording starts automatically. A new customer + opportunity is created in the New Lead stage if one doesn't exist.
4. Complete the intake, then use Schedule to pick a consultation slot and assign a Door Expert.

Handle a website lead

1. Open Opportunities, filter by New Lead.
2. Input: none — these arrive automatically via the Framer webhook.
3. What happens: a customer + opportunity already exists, with property details auto-filled from RentCast on the customer page. Example: Jane submits the website form → she appears in New Lead on /opportunities.
4. Call the customer, confirm details, and book using Schedule.

Check dispatch status (read-only)

1. Open /dispatch.
2. Input: none — browse or filter by date/crew.
3. What happens: you see job assignments and statuses for the day, but there are no edit controls available to you. If you need to move a job, hand off to a Dispatcher or Manager.

Send a payment link

1. Open Payments or the customer's opportunity.
2. Input: amount/milestone (e.g., SAD, project deposit) and customer contact info.
3. What happens: a /pay/... link is generated and sent to the customer. Once paid, the SAD payment marks the opportunity sold and moves it to the next pipeline stage; the site assessment must then be scheduled within 48 hours.

Route planning

1. Open /routing.
2. Input: date and list of scheduled appointments/jobs.
3. What happens: view suggested routes/order for the day — useful for coordinating with Dispatch on realistic appointment windows.

Edge cases

• Duplicate customer: always search Customers by phone/address before creating a new record — website leads and phone calls for the same household can create duplicates. Flag confirmed duplicates to a Manager for merging.
• Wrong pipeline stage: if a customer says they already paid but the opportunity still shows proposal sent instead of sold, check Payments for the transaction before assuming it's an error — there can be a short delay.
• Read-only dispatch view: if a customer asks you to change an install date, you cannot do it directly from /dispatch. Note the request and route it to a Dispatcher, or use Schedule if it's a consultation (not install) appointment.
• Immutable proposal needing correction: if a customer calls about wrong pricing on their proposal, do not try to edit it — none of your pages allow this. Escalate to the Door Expert or Manager to unsell and reissue.
• Missing property data: if RentCast didn't populate property info for a lead, don't block booking on it — proceed and let the Door Expert confirm details in person.

When something looks wrong

• Dispatch board looks wrong or you expected edit access → /help/troubleshooting/access-denied
• Payment link not working or status not updating → /help/troubleshooting/payments-not-showing
• New lead from the website didn't create a customer → /help/troubleshooting/common-issues
• Access denied on a page you think you should see → /help/troubleshooting/access-denied
• Recording didn't start when booking → /help/troubleshooting/common-issues