Purpose
This page documents the /bookings/new 4-box intake flow CSRs use to book and qualify a new customer in one call.
Who owns it
CSR (Danielle).
Trigger
A lead or inbound caller is ready to be booked for a consultation.
Steps
- Launch the flow using the New Booking + Start Recording quick action (or navigate directly to
/bookings/new). This automatically starts a call recording — you do not need to press a separate record button. - Align box: capture the customer's basic info, property details, and the reason they're reaching out. Confirm contact details match (or create) the record on
/customers. - Diagnose box: build the multi-door list for the property. Click Add door for each door the customer wants addressed, and capture notes per door (location, issue, style interest).
- Design box: capture style, material, and finish preferences at a high level — this is not the full estimate, just enough for the Door Expert to prep.
- Decide box: confirm the customer's decision timeline, who the decision-makers are, and set the consultation appointment date/time (numerical MM/DD/YYYY).
- Submit the booking. Check
/appointmentsor/scheduleto confirm the appointment was created. - Review the AI internal note that is generated from the call recording and intake — it summarizes the conversation and is attached to the opportunity for the Door Expert to read before the consultation.
Done when
The customer has a confirmed consultation appointment, the door list is captured, the call recording is saved to /recordings, and the AI internal note is visible on the opportunity.
Handoff to
Door Expert (Phil), who reviews the AI internal note and door list before the consultation.
Common mistakes
- Forgetting to click Add door for every door discussed — leaving the door list incomplete makes the consultation less efficient.
- Rushing through Decide without confirming all decision-makers will be present at the consultation.
- Not reviewing the AI internal note for accuracy before the Door Expert relies on it.
- Assuming recording started manually — it only auto-starts when launched via the New Booking + Start Recording quick action.
Note: /bookings/new is not page-gated in the app, so any signed-in user can open it directly. There is also a legacy /csr-intake route still in use in some cases — prefer /bookings/new for new bookings.
Tip: You can review or share the call recording later from /recordings.