> ## Documentation Index
> Fetch the complete documentation index at: https://docs.luklak.com/llms.txt
> Use this file to discover all available pages before exploring further.

# CRM Function

<Info>
  **Purpose:** This document defines the **internal** operational logic of the CRM (Business) `📋 Function`. It details the process from lead acquisition to deal closure and handover.
</Info>

## Why This Matters

<Check>
  This `📋 Function` transforms the lead management process from a manual, disconnected effort into a streamlined, automated revenue engine. From a strategic standpoint, it provides clear ROI tracking from ad spend to signed contracts. For the sales team, it eliminates guesswork by automating lead assignment, standardizing follow-up procedures, and integrating essential tools like Google Calendar, directly increasing conversion rates and team efficiency.
</Check>

## The Big Picture

<Info>
  Architecturally, this system is designed to capture leads from external webhooks (e.g., landing pages), process them through a structured pipeline using two core `🧊 Objects` (`🧊 Customer` and `🧊︎ Demo`), and then seamlessly hand off successful deals to downstream `📋 Functions` like Contracts and Site Surveys. It relies on both internal automations for efficiency and external API calls for calendar integration.
</Info>

***

### Sneak peek <Icon icon="eyes" />

<iframe src="https://www.guidejar.com/embed/2g7ub0Jzke28vejowzNk?type=1&controls=on" width="100%" height="500px" allowfullscreen="true" frameborder="0" />

```expandable theme={null}
  🏢 LAIKA (Organization)
  │
  ├── 📂 MARKETING (Area)
  │   └── ⏹️ Marketing Campaigns (Space)
  │
  ├── 📂 SALES (Area)
  │   └── ⏹️ Sales & CRM (Space)  //You are here
  │       └── 📋 Function: CRM
  │           └── 🧊 Customer
  │               └── 🧊︎ Demo (Sub-Object)
  │
  ├── 📂 ACCOUNTING (Area)
  │   └── ⏹️ Contracts & Invoices (Space)
  ├── 📂 DESIGN & CONSTRUCTION (Area)
  │   ├── ⏹️ Project Management (Space)
  │   ├── ⏹️ Design (Space)
  │   └── ⏹️ Interior Construction (Space)
  └── 📂 CUSTOMER SUCCESS (Area)
      └── ⏹️ Customer Success (Space)
   
```

## OBJECT RELATIONSHIPS

<img src="https://mintcdn.com/luklak-28b92ec5/FKezr7tn6VWpht27/images/laika-crm-ER-en.png?fit=max&auto=format&n=FKezr7tn6VWpht27&q=85&s=6f29dcd8222a93a2f272bd2769843f8b" alt="Laika Crm ER En Pn" width="3840" height="1446" data-path="images/laika-crm-ER-en.png" />

| Relationship Type    | Connection                                | Description                                                                             |
| :------------------- | :---------------------------------------- | :-------------------------------------------------------------------------------------- |
| **Parent-Child**     | `🧊 Customer` → `🧊︎ Demo`                | Each `🧊 Customer` can have multiple `🧊︎ Demo` appointments.                           |
| **Object Reference** | `🧊 Customer` (Ad Source field) → `🧊 Ad` | Connects the lead to the specific ad campaign that generated it, enabling ROI tracking. |

***

## OBJECT TYPES, WORKFLOWS & DATA FIELDS

### 1. 🧊 Customer (Standard Object)

* **Process Description**: Manages potential customers from the moment they are captured via a landing page webhook until they are converted into a signed contract. This includes automated assignment and progress tracking through various statuses.
* **Example**: A potential customer, "Sarah & Michael Westbrook," is captured from the "Scandinavian Simplicity" ad campaign, which has the ad key `MKT-236`. Their prospective budget is recorded as \$40,000 - \$55,000

<Tabs>
  <Tab title="Workflow Diagram">
    **Customer Workflow**

    <img src="https://mintcdn.com/luklak-28b92ec5/6CTmw7UoMje3vLo-/images/laika-flagship-images/function-blueprint/laika-crm/laika-customer-workflow.png?fit=max&auto=format&n=6CTmw7UoMje3vLo-&q=85&s=f70e8fe09880db3868d4e87784d36f05" alt="Laika Customer Workflow Pn" width="2196" height="2304" data-path="images/laika-flagship-images/function-blueprint/laika-crm/laika-customer-workflow.png" />

    ```
    NEW LEAD → 1ST CALL → NEGOTIATION → PROPOSAL → CONTRACT PREP → CLOSED-WON
       ↓          ↓           ↓             ↓              ↓
    CLOSED-LOST CLOSED-LOST CLOSED-LOST CLOSED-LOST    CLOSED-LOST
    ```
  </Tab>

  <Tab title="Status Details">
    | Status               | Business Logic                                                                                      | Advanced Settings                                                                                                                                       |
    | :------------------- | :-------------------------------------------------------------------------------------------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------ |
    | **1. NEW LEAD**      | A new customer has been created from the website form and automatically assigned to a sales rep.    | **Transition Permissions**: Assigned Sales Rep. <br /> **Data Input**: The Object is pre-populated with data from the webform, including the ad source. |
    | **2. 1ST CALL**      | The assigned sales rep has made initial contact and is in active consultation with the customer.    | **Transition Permissions**: Assigned Sales Rep. <br /> **Data Input**: Call notes, customer needs, and style preferences are recorded.                  |
    | **3. NEGOTIATION**   | The customer has shown strong interest and is discussing specific terms, budget, and scope.         | **Transition Permissions**: Assigned Sales Rep. <br /> **Data Input**: Fields for specific terms and pricing adjustments are updated.                   |
    | **4. PROPOSAL**      | A formal proposal has been sent to the customer for review.                                         | **Transition Permissions**: Assigned Sales Rep.                                                                                                         |
    | **5. CONTRACT PREP** | The customer has verbally agreed to proceed. This status triggers the handoff to other departments. | **Automation**: Triggers the creation of a `Contract & Invoice/🧊Contract` and a `Design & Build/🧊Site Survey`.                                        |
    | **6. CLOSED-WON**    | The contract has been signed and the first payment received. The deal is won.                       | **This is a terminal success status.**                                                                                                                  |
    | **7. CLOSED-LOST**   | The customer is not moving forward with the project at this time.                                   | **Transition Permissions**: Assigned Sales Rep. <br /> **Data Input**: A "Reason for Loss" field should be required to improve sales analytics.         |
  </Tab>

  <Tab title="Data Fields">
    **Data Field Groups**

    | Group                                      | Field Name (Type)                                                                                                             | Notes                                            |
    | :----------------------------------------- | :---------------------------------------------------------------------------------------------------------------------------- | :----------------------------------------------- |
    | **Basic Information** *(6 Fields)*         | Full Name (Text), Phone Number (Phone), Email (Email), Address (Text), Preferred Style (Dropdown), Expected Budget (Currency) | Information captured from the landing page form. |
    | **Tracking & Assignment** *(4 Fields)*     | Ad Source (Object Reference), UTM Tracking (Text), Assigned Rep (User), Received Date (DateTime)                              | Tracks lead origin and assignment.               |
    | **Consultation & Evaluation** *(4 Fields)* | Interest Level (Dropdown), Consultation Notes (Paragraph), Failure Reason (Dropdown), Last Contact Date (DateTime)            | Tracks the consultation process.                 |
    | **Voucher & Incentives** *(3 Fields)*      | Next Purchase Voucher (Currency), Voucher Percentage (Percent), Voucher Expiry (Date)                                         | Incentives for returning customers.              |
    | **Total: 17 Fields**                       |                                                                                                                               |                                                  |
  </Tab>
</Tabs>

***

### 2. 🧊︎ Demo (Sub-Object)

* **Process Description**: Manages direct consultation appointments with customers, fully integrated with Google Calendar to synchronize schedules and send invitations to all participants.
* **Example**: A demo titled "LAIKA x Sarah & Michael - Interior Renovation Demo" is scheduled for June 18th at 2:00 PM, with designer Max and sales rep David attending.

<Tabs>
  <Tab title="Workflow Diagram">
    **Demo Workflow**

    <img src="https://mintcdn.com/luklak-28b92ec5/6CTmw7UoMje3vLo-/images/laika-flagship-images/function-blueprint/laika-crm/laika-demo-workflow.png?fit=max&auto=format&n=6CTmw7UoMje3vLo-&q=85&s=0dd59c304656b9699cb49bd4faeb2efb" alt="Laika Demo Workflow Pn" width="2196" height="2304" data-path="images/laika-flagship-images/function-blueprint/laika-crm/laika-demo-workflow.png" />

    ```
    ┌──────────> POSTPONED ────────┐
    │                               ↓
    SCHEDULED → IN PROGRESS → COMPLETED
    │
    └──────────> CANCELLED
    ```
  </Tab>

  <Tab title="Status Details">
    | Status             | Business Logic                                                    | Advanced Settings                                                                                                                                                          |
    | :----------------- | :---------------------------------------------------------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
    | **1. SCHEDULED**   | A consultation has been booked for a specific time.               | **Automation**: Creates a Google Calendar event and invites the customer, sales rep, and designer. <br /> **Data Input**: Time, location, participants.                    |
    | **2. IN PROGRESS** | The live consultation meeting is currently happening.             | **Transition Permissions**: Assigned Sales Rep, Designer. <br /> **Data Input**: Live notes are taken during the consultation.                                             |
    | **3. COMPLETED**   | The meeting has concluded with a clear outcome.                   | **Transition Permissions**: Assigned Sales Rep. <br /> **Automation**: Can update the parent `🧊 Customer` status accordingly (e.g., to `NEGOTIATION` or `CONTRACT PREP`). |
    | **4. CANCELLED**   | The appointment was cancelled by either the customer or the team. | **Transition Permissions**: Assigned Sales Rep. <br /> **Automation**: Updates the Google Calendar event and notifies all participants.                                    |
    | **5. POSTPONED**   | The appointment has been deferred to a later, unconfirmed date.   | **Transition Permissions**: Assigned Sales Rep. <br /> **Condition**: Should loop back to `SCHEDULED` once a new date is confirmed.                                        |
  </Tab>

  <Tab title="Data Fields">
    **Data Field Groups**

    | Group                                    | Field Name (Type)                                                                                                                             | Notes                            |
    | :--------------------------------------- | :-------------------------------------------------------------------------------------------------------------------------------------------- | :------------------------------- |
    | **Appointment Information** *(6 Fields)* | Demo Title (Text), Time (DateTime), Location (Text), Attending Designer (User), Google Calendar Event ID (Text), Consultation Type (Dropdown) | Basic details about the meeting. |
    | **Results & Follow-up** *(4 Fields)*     | Interest Level (Dropdown), Consultation Notes (Paragraph), Next Steps (Text), Actual Duration (Decimal)                                       | Outcome and subsequent actions.  |
    | **Total: 10 Fields**                     |                                                                                                                                               |                                  |
  </Tab>
</Tabs>

***

## AUTOMATIONS

<Tip>
  You can [open this canvas view](https://kroki.io/mermaid/svg/eNqNVsFu20YQvfsrBi6Q2Kjo1JZVJ0JhgKIoW7AsGaJsowiCYkWO6a1JrrpcKjbiXHvIIYf-QI_9hX5Pf6D9hM4uRYpUqTQ-GF7O7MybeW9mbVnWji-SOx52dwDUPcbYBYlB9lgcb5jkbB5hqh0AFpLHTD45IhKyCy-_aXde24PBy6ptho-qtB8dto87b2r2npABytLjpN3rFxEinmBj6BQJZVBN7JzQrePcqlAqXjUOjgedwUlunDP_IZQiSwJjMT-5JWY86T2Em5_zXIWhEikRCrcWp410p7S5vYE9cCu2etXttuMUCZmvhGwAkn839xqvbMVirKNqL90j1x28Ker7JcPEx3EWzyuINjLzJVNcJF-GXThtqTsSYrEVZMTmGPXEY-1yBWZp_4JctMvWBCkPExaVpu-PTw5f96qmxpsWTUTRoT5noWRxrjGuIoSRPbywwYLR9cXIvgDvR2_mXuozLjGCdhec6SUMssTXbYEbju_zVmVKJKbdO2uCYOpeAUvBYzRdMMVFbpuLR5DhnO0ddTotWP_67qCzXwtvvM1cMZK_zxcsUeBcezrmP7__8QmcLFUippxNjn3CvXL8-8_P0MdYGD9Mgq_AMaHdIEskaWOGyexcZ2hy_bok7iMNNvEE3lOqMG7Ocuv2dJacmFucp1xho-OZM9KOZ0KERKRDTdcLpQ5nTIMKYkl4KWyLetmFwWhyC4eGYhbAMAkxNdy-oL85bZ0IrqTwMU15EpoYdNOyTk-_NbffEqJ7IR7ewQ9z-er0r19_A0cioyw1hmBv7N7CyLX7-2sckof3CsQdmEilK0-NnCyWahVjAEoAW4uoZRItOYP3qAOQg1l-lhRznuRlUkADkRgiiHUkvoEXVADTInnQSVKRSR_hkskHVFTtK33RDkzEAFfbADXttSx5H64XARm79bIPTE89X0isNohFfhbpUGvzZhIKuskYTVOLOF4xdkSMaU3T9Xt6zqKCHfJak9PLFM0lOBH3iaHdlSuViKbA3RJSTjVlKsekaCGNEQWyiZDYrMJ3TTwXA_bsOedu_3rk9rfWQ_FMXFPJ2-rlBmZWKTYkDe4SE9WgIxNzmCxpQlJ6BWgmlOiaYFZJyepYyml17qMRm9zETSE3P1EF5lO13aZLuQTqDXEml1cjd7ZqSFG8YafivlZnqpjKUtjDg_CgpUU5ds8ms6E9G07G-01NbQDXoBszCEY3bdLNOUsCcXenw9NsB5m_Gnjb92mSVJOUNmor8D6DMxnPprYzgyty_-_w1ZaBSJQkpJTJnD3iCbxMLvGpacb-fyLIq7LDjqmyKfrIl1QAJRZpahVbmbZYXkG-Y-liZYUZMCQbwWn6n-HKHvYrGvRIc0D_MNFDqVKIMWUhbtth3oJRCP-eqVx2M2Rxl-bOiO2FftzykbukdUphyFSkvaPn8sMHf9XWnxIW48ePtN55cLC7tRMNZRCfPyO1WBOTK69x8dyIzNev1pJFGTUzMYTUntN_AWKxeOc) for better readability
</Tip>

<Frame>
  <img src="https://mintcdn.com/luklak-28b92ec5/6CTmw7UoMje3vLo-/images/laika-flagship-images/function-blueprint/laika-crm/laika-crm-sequence.png?fit=max&auto=format&n=6CTmw7UoMje3vLo-&q=85&s=df905c7ed2580e7bd3f585b2663a3553" alt="Laika Crm Sequence Pn" width="2613" height="1586" data-path="images/laika-flagship-images/function-blueprint/laika-crm/laika-crm-sequence.png" />
</Frame>

<Tabs>
  <Tab title="Within Function">
    These rules run entirely within the `Sales & CRM` Space to enhance sales efficiency and ensure process consistency.

    | Sequence | ID        | Rule Name                     | Trigger                            | Action                    | Description                                                                                                                                                                                            |
    | :------- | :-------- | :---------------------------- | :--------------------------------- | :------------------------ | :----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
    | **3**    | **IC-01** | Calculate Lead Score          | **Create/Update**: `🧊 Customer`   | **Update**: `🧊 Customer` | When a new `🧊 Customer` is created or key data is updated, a formula runs to update the `Lead Score` field. *For example, Sarah's lead was automatically given a score of 87.*                        |
    | **4**    | **IC-02** | Create Initial Follow-up Task | **Update**: `🧊 Customer` assigned | **Create**: `☑️ Task`     | When a `🧊 Customer` is assigned to a sales rep, a `☑️ Task` Sub-Object is automatically created and assigned to them, due within 24 hours. *e.g., Assigning a task to David to call Sarah Westbrook.* |
  </Tab>

  <Tab title="Cross-Function">
    These rules describe the critical handoffs of data and tasks between the `Sales & CRM` `⏹️ Space` and other functions.

    | Sequence | ID        | Direction  | Rule Name                          | Trigger                                                          | Action                                                                                                                                                                  |
    | :------- | :-------- | :--------- | :--------------------------------- | :--------------------------------------------------------------- | :---------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
    | **2**    | **CF-01** | `Incoming` | Link Lead to Source Ad             | **Create**: `🧊 Customer` (from CS-01)                           | Links the new `🧊 Customer` with its source `Marketing/🧊 Ad`. *For example, linking Sarah's new lead to the "Scandinavian Simplicity" ad.*                             |
    | **6**    | **CF-03** | `Outgoing` | Handoff to Production & Accounting | **Status Change**: `🧊 Customer` to "CONTRACT PREP"              | Creates a `Design & Build/🧊 Site Survey` Object for Tony. <br /> Creates a `Contract & Invoice/🧊 Contract` Object for the finance team.                               |
    | **7**    | **CF-05** | `Incoming` | Receive Payment Notification       | **Status Change**: `Contract & Invoice/🧊 Invoice` to "PAID"     | Sends an automatic message to the `Sales & CRM` Space chat. *e.g., Notifying David that Sarah's \$11,500 deposit has been paid.*                                        |
    | **8**    | **CF-09** | `Incoming` | Update Loyalty Voucher             | **Status Change**: `Project Management/🧊 Project` to "COMPLETE" | Automatically calculates and updates the `Voucher` field in the original `🧊 Customer`. *e.g., Adding a \$500 voucher to Sarah's record after her project is finished.* |
  </Tab>

  <Tab title="Cross-System">
    These rules connect the CRM function with platforms outside of Luklak.

    | Sequence | ID        | Rule Name                      | Trigger                              | Action                               | Description                                                                                                                                                       |
    | :------- | :-------- | :----------------------------- | :----------------------------------- | :----------------------------------- | :---------------------------------------------------------------------------------------------------------------------------------------------------------------- |
    | **1**    | **CS-01** | Receive Lead from Landing Page | **Webhook**: Website form submitted  | **Create**: `Sales & CRM/🧊Customer` | A form submission triggers a webhook that creates a new `🧊 Customer` Object. *This is how Sarah Westbrook's inquiry became a new lead in the system.*            |
    | **5**    | **CS-02** | Create Google Calendar Event   | **Button Click**: "Schedule Meeting" | **HTTP Request**: Google Calendar    | A sales rep clicks a button to create a shared meeting invite. *e.g., Creating the "LAIKA x Sarah & Michael" event in Google Calendar for David, Max, and Sarah.* |
  </Tab>
</Tabs>

```guidejar theme={null}
# How to Schedule a Customer Demo
This guide shows you how to book a new consultation for an existing customer lead, which will also create a Google Calendar event automatically.

## Section 1: Find Your Customer
! Important: Ensure the Customer is in the "CONTACTING" or a later stage before scheduling.

1. Navigate to the main "Kanban Customer Pipeline" Workview.
![Screenshot of the Kanban board with customer cards](path/to/kanban.png)

2. Click on the 🧊 Customer you wish to schedule a demo for.
* This will open the detailed view of the Customer.

## Section 2: Book the Consultation
1. In the 🧊 Customer detail view, click the "..." menu button in the top-right corner.
![Screenshot of the Customer detail view with the menu button highlighted](path/to/customer-detail.png)

2. Select "Book Consultation" from the dropdown menu.
* A pop-up form will appear to enter the demo details.

3. Fill in the required fields: Demo Title, Time, Location, and select an Attending Designer.
![Screenshot of the demo booking pop-up form](path/to/popup.png)

4. Click "Schedule".
* This will create a new `🧊︎ Demo` Sub-Object and send a Google Calendar invitation to all participants.
```

***

## **WORKVIEWS, DASHBOARDS & FILTERS**

<Tabs>
  <Tab title="Workviews">
    | Workview                        | Description                                                                                  | Data Configuration                                                             |
    | :------------------------------ | :------------------------------------------------------------------------------------------- | :----------------------------------------------------------------------------- |
    | 1. **Kanban Customer Pipeline** | Displays customers as cards in columns representing each stage from `NEW LEAD` to `SUCCESS`. | All `🧊 Customer` Objects, grouped by status, sorted by received date.         |
    | 2. **Demo Calendar**            | A monthly calendar view showing all scheduled consultation appointments.                     | All `🧊︎ Demo` Objects with a scheduled time, integrated with Google Calendar. |
    | 3. **Customer List**            | A detailed table view of all customers with comprehensive information.                       | All `🧊 Customer` Objects, with filters for sales rep, ad source, and status.  |
  </Tab>

  <Tab title="Dashboards">
    | Gadget                                | Data                                                                   | Description                                                             |
    | :------------------------------------ | :--------------------------------------------------------------------- | :---------------------------------------------------------------------- |
    | 1. **Conversion Funnel Chart**        | Conversion rate from Ad → Customer → Contract.                         | Analyzes the efficiency of the entire pipeline from Marketing to Sales. |
    | 2. **Sales Rep Performance Counters** | Count of assigned Customers, Demos completed, and deal close rate.     | Evaluates the performance of individual sales representatives.          |
    | 3. **2D Ad Source Statistics**        | Distribution of Customers based on the UTM tracking from ad campaigns. | Analyzes the ROI of each marketing campaign.                            |
  </Tab>

  <Tab title="Filters">
    | Filter                   | Criteria                                                              | Reminder                                                 |
    | :----------------------- | :-------------------------------------------------------------------- | :------------------------------------------------------- |
    | 1. **Uncontacted Leads** | Status = "NEW LEAD" AND Received Date > 24 hours ago.                 | Daily at 9:00 AM to the assigned Sales Rep.              |
    | 2. **Upcoming Demos**    | Status = "SCHEDULED" AND Time is within the next 24 hours.            | Daily at 8:00 AM to the assigned Sales Rep and Designer. |
    | 3. **Stale Leads**       | Status IN ("CONTACTING", "SCHEDULING") AND Last Updated > 7 days ago. | Weekly on Monday at 9:00 AM to the Sales Manager.        |
  </Tab>
</Tabs>

***

## ROLES, PERMISSIONS & NOTIFICATIONS

<Tabs>
  <Tab title="Roles">
    | Role                        | Description                                                                       | Permissions & Notifications                                                                                                                                                                                                                                            |
    | :-------------------------- | :-------------------------------------------------------------------------------- | :--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
    | **1. Sales Representative** | Manages `🧊 Customer` Objects and conducts `🧊︎ Demo` consultations.              | **Permissions**: Full control over assigned `🧊 Customer` Objects and the ability to create/edit their child `🧊︎ Demo` Objects. <br /> **Notifications**: Receives a notification when a new `🧊 Customer` is assigned and a reminder 15 minutes before a `🧊︎ Demo`. |
    | **2. Marketing Manager**    | Creates campaigns that generate leads for the CRM and monitors their performance. | **Permissions**: Read-only access to `🧊 Customer` Objects to track lead sources and conversion rates.<br />**Notifications**: Does not receive real-time notifications per lead, but uses the data for campaign performance reports.                                  |
  </Tab>

  <Tab title="Permissions">
    #### General Permission Scheme

    **Approach Used**: Option 3 - Moderate Permissions

    * **`View ⏹️ Space`**: All members with a role in the Space can view it.
    * **`View & Update 🧊 Object`**: Only users who are directly assigned to an `🧊 Object` can view and update it.
    * **Object Chat**: Anyone who can view the `🧊 Object` can participate in its chat.
  </Tab>

  <Tab title="Notifications">
    #### General Notification Scheme

    **Approach Used**: Option 2 - Notify Relevant People Only

    All actions performed on an `🧊 Object` will only send notifications to the users who are directly assigned to that specific `🧊 Object`.
  </Tab>
</Tabs>

**What's Next?**

* [**Marketing Campaigns Function**](https://www.google.com/search?q=https://claude.ai/chat/path/to/marketing-function): Understand how leads are generated and tracked before they enter this CRM pipeline.
* [**Contract & Invoice Function**](https://www.google.com/search?q=https://claude.ai/chat/path/to/contract-function): See the next step in the journey after a customer agrees to a deal.
* [**Site Survey & Construction Function**](https://www.google.com/search?q=https://claude.ai/chat/path/to/survey-function): Learn how project details are captured and managed post-sale.