hub/docs/crm-overview.md

CRM Module Overview

The CRM module provides comprehensive customer relationship management for sellers to manage buyer relationships, sales pipeline, omnichannel communications, and deal tracking.

Module Flag

Enable CRM features by setting has_crm = true on the Business model.

Core Features

Omnichannel Threads

Unified inbox for all customer communications (email, SMS, chat) with:

• Team assignment and collaboration
• Internal notes and mentions
• AI-suggested replies
• SLA tracking

AI-Powered Deals

Sales pipeline with intelligent deal management:

• Win probability predictions
• Stage-based workflow
• Activity tracking
• Risk alerts

Quotes & Invoices

Full document workflow:

• Line item builder
• Tax calculation
• E-signature support (quotes)
• Payment tracking (invoices)
• PDF generation

Workflow Automations

Trigger-based automation engine:

• Thread and deal triggers
• Email/SMS actions
• Assignment rules
• Time-based scheduling

Calendar Integration

Two-way sync with external calendars:

• Google Calendar
• Outlook/Office 365

Meeting Links

Self-service scheduling:

• Booking pages
• Availability windows
• Automatic calendar blocking

Data Model

Primary Tables

Table	Purpose
crm_threads	Conversation threads
crm_channel_messages	Individual messages
crm_channels	Communication channels
crm_deals	Sales deals
crm_pipelines	Deal pipelines
crm_quotes	Quotes
crm_invoices	Invoices
crm_automations	Workflow rules
crm_sla_policies	SLA configurations
crm_calendar_connections	External calendar links
crm_meeting_links	Booking pages
crm_tags	Tagging system
crm_message_templates	Reusable templates
crm_team_roles	Role definitions

Key Relationships

// Business model
$business->crmThreads()           // Conversation threads
$business->crmDeals()             // Sales deals
$business->crmPipelines()         // Deal pipelines
$business->crmAutomations()       // Workflow automations
$business->crmTags()              // Tags

// Contact model
$contact->crmThreads()            // Threads with this contact
$contact->crmDeals()              // Deals for this contact

Routes

All CRM routes under /s/{business}/crm/ with EnsureBusinessHasCrm middleware.

Prefix	Purpose
/crm	Dashboard
/crm/threads	Omnichannel inbox
/crm/deals	Deal pipeline
/crm/quotes	Quotes
/crm/invoices	Invoices
/crm/automations	Workflow automation
/crm/calendar	Calendar with sync
/crm/meetings	Meeting links & bookings
/crm/settings	Configuration

Usage

Enable CRM

$business->update(['has_crm' => true]);

Create a Deal

use App\Models\Crm\CrmDeal;

CrmDeal::create([
    'business_id' => $business->id,
    'contact_id' => $contact->id,
    'pipeline_id' => $pipeline->id,
    'title' => 'Enterprise Deal',
    'value' => 50000,
    'stage' => 'qualified',
    'owner_id' => auth()->id(),
]);

Create a Thread

use App\Models\Crm\CrmThread;

$thread = CrmThread::create([
    'business_id' => $business->id,
    'contact_id' => $contact->id,
    'channel_id' => $channel->id,
    'subject' => 'Inquiry',
    'status' => 'open',
]);

Middleware

EnsureBusinessHasCrm protects all CRM routes. If has_crm is false, users see an upgrade prompt.

See Also

• CRM Documentation - Full developer documentation