CRM Settings

Lifecycle Labels

1. Stage 01

   Suspect

   Known of, no contact yet. No PII captured.

2. Stage 02

   Lead

   Signed lead card or QR capture with consent. PII captured.

3. Stage 03

   Prospect

   Completed Fact Finder. Need has been discovered.

4. Stage 04

   Client

   At least one bound policy exists.

Default Pipeline Stages

1. 01

   New Lead

   Captured but not yet contacted.

2. 02

   Contacted

   Outreach made; awaiting response.

3. 03

   Appointment Scheduled

   First meeting on calendar.

4. 04

   Fact Finder Complete

   Discovery captured; suitability open.

5. 05

   Suitability / Needs Analysis

   Compliance suitability in progress.

6. 06

   Recommendation Preparing

   Carrier comparison + recommendation drafting.

7. 07

   Recommendation Presented

   Reviewed with client; awaiting decision.

8. 08

   Decision Pending

   Client weighing options.

9. 09

   Application In Progress

   Application open with carrier.

10. 10

    Won / Client

    Policy bound; commission expected.

11. 11

    Lost / Not Proceeding

    Closed without policy.

Contact Required Fields

• First name

  Required

• Last name

  Required

• Email OR phone

  Required

• Lifecycle stage

  Required

• Assigned owner

  Optional

• Household

  Optional

• Source / source detail

  Optional

Duplicate Detection Rules

• Match on email when present (case-insensitive).
• Match on phone E.164 form when email missing.
• Match on first + last name within a household before creating a new household member.
• Always merge into the older record; preserve full activity history.

Household Rules

• A household has exactly one Primary Contact.
• Spouses and minor children are linked via household_members; minors are flagged as such.
• Lifecycle is tracked per contact, not per household.
• Product interests roll up at the household level for renewal review.

Referral Capture Settings

• Capture referrals at fact_finder_complete, suitability, won/client, and annual_review steps.
• Referral disposition (new / contacted / converted / lost) is required before close.
• Audit log records who captured the referral and which step triggered the capture.

Tag Settings

• Tags are tenant-scoped and case-preserving.
• A contact may carry up to 12 tags before a lint warning is raised.
• Tags drive segments, automations, and AI prompt context.

Consent Requirements

• SMS outbound is suppressed when sms consent is not granted (A2P 10DLC).
• Recording disclosure is required before any voice transcription is stored.
• AI-assisted communications require an explicit ai_assisted_communication consent.
• Consents are history-preserving — never UPDATE in place; insert a new row when status changes.