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Application Manual

Purpose

This manual explains how to use the current system at a practical level. It is written for internal operational use and reflects the implemented application rather than older planning documents.

Audience

  • Customer service representatives
  • sales users
  • managers
  • administrators
  • trainers and support staff
  • developers and AI agents that need user-facing workflow context

Product Summary

The application is an operations platform for auto glass workflows. The most mature day-to-day surfaces are: - Message Center - Leads / Contact Management - Broadcasts and Campaign Leads - Admin AI settings

Other surfaces exist, but some are still more transitional: - Broadcast Analytics is partly real and partly placeholder-driven - Jobs and Field Sales have usable UX shells but are not as operationally mature as Message Center or Leads

Core Navigation

Primary routes and their purpose: - / or /message-center: communication workspace for texts, calls, follow-ups, and thread context - /leads: contact and customer management - /contact-search: newer search-oriented contact workflow - /broadcasts: campaign management - /broadcasts/:campaignId/leads: campaign recipient detail view - /broadcast-analytics: campaign KPI and analytics dashboard - /sales-sheet: sales-oriented search and milestone workflows - /admin: AI controls, system health, and internal admin tooling - /settings: app-level settings - /reports/*: reporting pages

Common Concepts

Leads and customers

The system distinguishes between lead and customer-oriented records, but both are managed through the broader contact-management model.

Threads

A thread is the main communication container. It connects: - lead identity - messages - call activity - thread notes - follow-up actions - AI workflow state

Follow-ups

Follow-ups are used heavily in Message Center and insurance workflows. Users should understand: - follow-up type - follow-up status - assigned user - scheduled time - insurance priority behavior

Company numbers

Many workflows depend on the selected or assigned company phone number. If messaging or calling behaves unexpectedly, verify the company number first.

Message Center

Purpose

Message Center is the primary operational workspace for communication.

Main layout

  • inbox list on the left
  • active thread in the center
  • contact and workflow context on the right
  • mobile-specific behavior for smaller screens

What users do here

  • open threads
  • read inbound and outbound messages
  • send messages and files
  • create or manage follow-ups
  • place calls
  • review contact and vehicle context
  • work insurance-related actions

Normal CSR workflow

  1. Open Message Center.
  2. Select a thread from the inbox.
  3. Review the latest message and thread status.
  4. Check the context panel for contact, vehicle, and follow-up information.
  5. Send a response, create a follow-up, or escalate/update status as needed.
  6. Confirm the thread is left in the correct open/read/follow-up state.

Insurance follow-up workflow

  1. Use the insurance follow-up navigation in the navbar.
  2. Open the relevant category such as Today, Ready, Needs Attention, Warning, Critical, or Action Required.
  3. Select the follow-up and move into the associated thread.
  4. Send hold-time or follow-up communication if required.
  5. assign or update the follow-up if ownership or status changes.

Common mistakes

  • replying from the wrong company number
  • closing a thread without checking follow-up state
  • missing active insurance follow-up context in the right panel
  • assuming a call is available when another user already owns the live call state

Leads / Contact Management

Purpose

Leads is the primary search, filter, and management surface for contacts, customers, vehicles, and related operational records.

What users do here

  • search by phone, name, VIN, and other supported fields
  • filter lead/customer datasets
  • inspect contact status and stage
  • review vehicle and communication data
  • launch broadcast-related workflows

Normal workflow

  1. Open /leads.
  2. Choose the correct contact type such as leads or customers.
  3. Use search and filters to narrow the dataset.
  4. Open the needed record or act from the table.
  5. Confirm any status, vehicle, or communication update persisted correctly.

Notes

  • The classic Leads surface is the safest training target.
  • The newer contact-search style experiences should be trained after confirming user access and current rollout status.

Broadcasts

Purpose

Broadcasts manages campaign creation, list filtering, inline editing, and campaign-lead drilldown.

What users do here

  • create campaigns
  • configure message content and schedule
  • review broadcasts scheduled for the day
  • open campaign leads for recipient-level details

Normal workflow

  1. Open /broadcasts.
  2. Review the current campaign list and filters.
  3. Launch the broadcast wizard or open an existing campaign.
  4. Configure or edit schedule, message, and status.
  5. Open campaign leads to inspect delivery and lead-level activity.

Broadcast Analytics note

The analytics page is useful for overview metrics, but it should not be trained as a fully complete analytics system. KPI cards are more reliable than every chart and funnel view.

Admin and AI Controls

Purpose

The Admin surface provides operational controls and internal tooling.

AI Administration

Admin users can: - enable or disable Yes and No AI agents - set the AI active time window - review, save, and publish prompt content

Normal admin workflow

  1. Open /admin.
  2. Expand the AI Administration section.
  3. Review toggles and time window settings.
  4. Open the relevant prompt.
  5. Edit, save draft, and publish only after review.

Admin caution

Prompt changes affect live AI behavior. Treat prompt publishing as a controlled change, not a casual content edit.

Reports and Other Areas

Sales Sheet

Used for sales-oriented search and milestone workflows.

Reports

Reporting pages are role-restricted and should be trained only for the target audience that has access.

Jobs

Jobs currently provides board/map UX with drag and drop behavior, but is not the strongest candidate for first-wave formal user training because the current page still uses mock-backed state.

Field Sales

Field Sales has a three-panel experience and mobile layout, but should be treated as a secondary training topic until its workflows are confirmed stable for production use.

Troubleshooting Basics

If a message cannot be sent

  • confirm the thread is valid
  • confirm the company number is correct
  • confirm the user has permission and the thread state is still current

If a call cannot be placed

  • confirm the user has an extension configured
  • confirm no other user currently owns the active caller state
  • confirm the destination and company numbers are valid

If AI behavior seems wrong

  • check Admin AI toggles
  • check the AI active time window
  • verify whether the issue is prompt-related or workflow-gate-related

If table data looks wrong

  • verify filters first
  • verify contact type first
  • then verify whether the page uses server-side search or a specialized sub-view

Training Guidance

For formal training: - start with Message Center - then train Leads - then Broadcasts - then Admin AI for administrators only - train Jobs and Field Sales only after confirming production readiness

Screenshot Placeholders

Recommended screenshots for this manual: - Message Center inbox and thread layout - insurance follow-up navbar categories - Leads search and filters - Broadcasts list and wizard entry - Admin AI settings panel

See Screenshot Guide for the embedding format.