Sales, support and customer work

Does this replace a CRM, and what exactly does it take over

Where the line with a familiar CRM runs

A familiar CRM is the place where the deal card lives. That place exists here too, but it is not what the product sells: it sells the order of work around the card — intake, queue, drafted reply, approval and an immutable trace of the decision.

So the honest answer to «does this replace a CRM» is: the platform runs the funnel, the deals and the requests; there is no synchronisation with your current CRM in this build — the connector manifest is declared, the driver is not written.

What works

Every line is a module that exists in this build and is covered by tests.

Intake from your website

A widget goes on your site and writes the request into a project: a signed anonymous session, protection against double submission, mandatory consent to be contacted. The request gets a number, and there is nowhere for it to be lost.

There is no captcha in this build — that is a declared absence, not a setting. The form is protected by a domain check, a one-time session and a rate limit.

Leads, deals and the funnel

A model score and a human score are two different columns. Only a person writes into the human one: an agent proposal does not reach it even when it is accepted.

Requests and response times

A queue with priority and assignment, closure with a named outcome from a closed list, and a first response time computed by the database rather than by the service. The correspondence is append-only: a recorded message is never edited or deleted.

Customers

The module keeps apart the facts the platform observes — open requests, days without contact — and a human judgement in a word from a closed list, with a name and a date. A third number derived from them is never shown.

What is missing, and why it is said here rather than during the pilot

The platform sends no messages to customers over any external channel. The support module has neither a sending route nor an import of a mail transport — that is checked by tests from both sides.

There is no live connector to an external CRM, calendar or accounting system in this build: manifests are declared, drivers are not written. WhatsApp is planned, and an attempt to connect it answers with a refusal and a list of conditions. Instagram is written and not connected: a Meta application and a public address are required.

Ad platforms are connected as a contract with a simulation: any call returns «no configuration». The platform makes no change in an ad account in any mode.

Basis: docs/MODULE_TRUTH_TABLE.md §5i, §5j, §5n, docs/ADAPTER_READINESS.md. This page describes what exists in this build, not what is planned.