YND OS Help Center

Guides, workflows and role playbooks for the whole team.

Door Expert

Door Expert

Who this is for

The Door Expert (sometimes called "Phil" internally, as shorthand — this isn't a job title restriction) is the in-home salesperson. They run the consultation appointment, measure openings, build the estimate on-site or shortly after, and send the proposal that turns a lead into a sold job. If your day involves knocking on doors, sitting at a customer's kitchen table with a tablet, or building pricing right after a consult, this is your role.

What you can access

Sidebar pages:

  • Mission Control (/) — your dashboard of the day: appointments, follow-ups, alerts.
  • Customers (/customers) and Opportunities (/opportunities) — every lead and deal, filterable by pipeline stage.
  • Appointments (/appointments) — your booked consultations.
  • My Schedule (/my-schedule) — your personal calendar.
  • Call Recordings (/recordings) — playback and AI summaries of your recorded calls/appointments.
  • Price Book (/pricebook) and Catalog (/libraries) — products, pricing, and reference material.
  • Configurator (/configurator) — visual product configuration for a customer's openings.
  • Imagine (/imagine) and Inspirations / Gallery — visualization tools to show customers "after" images.
  • Proposals (/proposals) — proposals you've created or that are assigned to your customers.
  • Communications and Training — visible to everyone.

Quick actions:

  • New Booking + Start Recording — opens /bookings/new and automatically starts a call recording.
  • New Estimate — opens /estimate for a given opportunity.
  • Send Proposal — from the Workbench, sends the finished proposal to the customer.

What you cannot do

  • You cannot see Dispatch, Routing, Schedule (the team-wide install schedule), or Field Portal — those belong to Dispatch/PM/Manager.
  • You cannot see Payments — CSR and Manager handle payment collection and approvals.
  • You cannot see Projects or the reconcile/release workflow — that starts once a job is sold and handed to the PM/Reconciler.
  • You cannot edit a Proposal once it's sent — proposals are immutable. If pricing or scope needs to change, the deal must be "unsold" and a new proposal issued (see Edge cases).
  • You cannot access /admin/* pages.

Your typical day

  1. Check Mission Control for today's appointments and any overnight lead activity.
  2. Open the appointment on /appointments, review the customer's property data (auto-filled from RentCast if it's a website lead) and any prior notes.
  3. Drive to the consultation. Use New Booking + Start Recording to open the 4-box intake (/bookings/new) — this walks through Align, Diagnose, Design, Decide and records the conversation automatically.
  4. Measure openings and build the Estimate (/estimate), adding Necessary Components as needed.
  5. Use Configurator and Imagine to show the customer what the finished product will look like.
  6. Move to Workbench (/workbench) to assign priced items to each opening, apply warranties, and use the AI assistant to draft proposal language.
  7. Preview and send the Proposal to the customer.
  8. Follow up on open proposals in Opportunities, watching for the customer to pay the SAD (Site Assessment Deposit), which marks the job sold.
  9. Review your Call Recordings for coaching feedback (red/yellow/green ADD status).

Step-by-step guides

Start a booking and recording

  1. From Mission Control, click New Booking + Start Recording.
  2. Input: select or create the customer/opportunity.
  3. What happens: /bookings/new opens with four sections — Align, Diagnose, Design, Decide — and a call recording starts automatically with a sticky bottom dock (Stop, timer, red/yellow/green coaching indicator).
  4. Fill each box as the conversation progresses; this becomes the transcript and AI summary attached to the appointment.

Build an estimate

  1. From an Opportunity, click New Estimate (or open /estimate directly).
  2. Input: openings/measurements, product selections per opening.
  3. What happens: each opening gets its own card. Add Necessary Components as required (never call these "adders"). If the customer wants a smaller-scope option, use the Repair Lane, which requires a $99 deposit.
  4. Save — the estimate is now attached to the opportunity and ready to move into the Workbench.

Assign items and send a proposal (Workbench)

  1. Open /workbench from the estimate or from Proposals.
  2. Input: assign priced items to each opening, select warranties, optionally run the AI assistant for cover-letter language.
  3. What happens: preview shows exactly what the customer will see at /p/$snapshotId (their view).
  4. Click Send (from the preview) — this creates the Proposal record and emails/texts the customer a link. The proposal is now immutable: no further edits are possible.
  5. Payment options appear to the customer in this order: Financing (12 months, 0% interest) first, Full Project (50/50) second, Discounted (100% down) third. A 3-day pricing hold applies.

Use Configurator / Imagine

  1. Open /configurator from an opportunity or estimate.
  2. Input: opening dimensions and product family.
  3. What happens: a visual, priced configuration you can drop straight into the estimate.
  4. For "after" visualizations, open /imagine, upload or select a photo of the home, and generate a rendered preview to show the customer.

Review a call recording

  1. Open /recordings.
  2. Input: none — select a recording from the list.
  3. What happens: playback, transcript, and an AI summary appear, along with a red/yellow/green coaching status based on ADD (Align, Discover, Design, Decide) adherence.

Edge cases

  • Duplicate customer: if a walk-up lead already exists as a customer (e.g., they filled out the website form earlier), search Customers before creating a new one — merging isn't self-serve, so flag duplicates to a CSR/Manager rather than creating a second record.
  • Wrong pipeline stage: if an opportunity shows the wrong stage (e.g., stuck in New Lead after you've already run the consult), correct it on /opportunities; if you can't move it, ask a Manager — stage logic sometimes depends on other actions (like a payment) actually completing.
  • Immutable proposal needing correction: you cannot edit a sent proposal. To fix pricing or scope, the deal must be reversed ("unsold") and a new proposal issued. Ask a Manager or CSR to confirm the reversal before you re-send.
  • Missing property data: if RentCast didn't return property details on the customer page, proceed with manual measurements — this doesn't block the estimate, it just means you should double check items like roof age or square footage yourself.
  • Repair Lane deposit not paid: if a customer wants the smaller-scope repair option but hasn't paid the $99 deposit, the estimate shouldn't move forward into a full proposal for that lane.

When something looks wrong

  • Estimate or proposal won't save → /help/troubleshooting/common-issues
  • You were redirected to /access-denied on a page you expected to see → /help/troubleshooting/access-denied
  • Recording didn't start automatically → /help/troubleshooting/common-issues
  • Customer's proposal link (/p/$snapshotId) shows old pricing → /help/troubleshooting/common-issues
  • Property data missing or wrong on the customer page → /help/troubleshooting/property-lookup-missing

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Mission Control