1. CALL CENTER WORKFLOW OVERVIEW Trigger: New Lead Created Immediately alert the call center (via desktop + SMS notification). Leads must be contacted within seconds. Call Center Actions Call Lead → Attempt #1. If Contact Made (Yes): Gather full customer information: name, phone, address, email, project type, timeline, etc. Input data into a single unified screen (contact + opportunity fields visible). Access or embed calendar view directly in call center UI to schedule appointment. Choose from available appointment slots (prevent double-booking). Mark opportunity as Qualified and assign to sales rep. Send automated confirmation to customer (SMS + Email). If No Contact: Trigger automated SMS after 15 minutes. Trigger automated Email after 1 hour. Continue call attempts over 3 days. If still no contact after 3 days → move to Follow-Up pipeline. Follow-Up Automation Begin weekly SMS + Email drips for 45 days. If no response → move to Dead Lead. If customer sends STOP or expresses anger → move to DNC (Do Not Contact). 2. PIPELINE STAGES Call Center Pipeline New Lead Attempt 1 Attempt 2 Attempt 3 Qualified (Contact Made) Follow-Up (No Contact) Dead DNC Sales Pipeline Lead Issued Appointment Set Demo Completed Sold Demo Not Sold No Demo 3. AUTOMATIONS (WORKFLOWS) 1. New Lead Alert Workflow Trigger: New lead created. Actions: Instant notification (SMS + Email) to call center rep. Create Opportunity in "Call Center" pipeline. Auto-assign to available call center agent. 2. Contact Made Workflow Trigger: Opportunity moved to Qualified. Actions: Gather and save client info. Schedule appointment in integrated calendar. Assign to correct sales territory rep. Send confirmation message to client. 3. No Contact Workflow Trigger: No contact logged within 1 hour. Actions: Send SMS ("Hi, this is Hardman Homes… we received your inquiry."). Wait 45 minutes → Send Email ("We’d love to schedule your free estimate."). Repeat call/SMS/Email cadence for 3 days. If still no response → Move to Follow-Up. 4. Follow-Up Workflow Trigger: Status = Follow-Up. Actions: Begin weekly SMS and Email drips. Continue up to 45 days or until client replies or texts STOP. STOP → Move to DNC. No reply (45 days) → Move to Dead. 4. CUSTOM FIELD + UI REQUIREMENTS Folders & Field Groups Contact Info: Name, Email, Phone, Address, Zip. Sales Info: Project Type, Appointment Date, Appointment Time, Sales Rep, Lead Source. Payment Info: Deposit Type, Financing Option, Loan #, Check #, Notes. Project Details: Fence/Deck/Windows selection, HOA Required, Permit Required, Notes. All fields should be visible in a single call center view to avoid tab switching. Calendar Integration Must prevent double-booking. Allow call center reps to see available times by rep and branch. Appointment confirmation triggers workflow + customer notification. 5. ESTIMATES / PROPOSALS SETUP Objective When a sales rep creates a quote, selected items automatically populate into a branded proposal template. Build Process Create product library with: Windows, decks, siding, gutters, doors, patios, fences, etc. Include name, cost, markup, and tax. Create branded estimate template under Payments → Estimates/Invoices: Company logo, colors, and MHIC #. Scope of Work section with merge fields. Dynamic product table linked to Product Library. Signature and payment schedule section. Link estimate to Opportunity → auto-fill contact, opportunity, and project info. Trigger automation to email estimate to customer once rep clicks “Generate Quote.” 6. LEGAL CONTRACT CLAUSES Payment Terms: Payments are due as follows: Deposit: 33% due upon contract signing. Materials Payment: 62% due when materials arrive on site. Final Payment: 5% due upon project completion and customer approval. Accepted Payment Methods: Hardman Homes LLC accepts payments by credit card, check, ACH, or cash. Debit cards are not accepted. All card transactions are processed as credit card payments and are subject to a standard 3.0% processing fee. Customers wishing to avoid this fee may pay by check, ACH, or cash. 7. OUTPUT REQUIREMENTS The freelancer must deliver: Fully configured GHL pipelines (Call Center + Sales). All automations (with time delays and conditions). All custom fields and folders. Integrated calendar system for appointment scheduling. Branded estimate/proposal template pulling from product selections. Testing documentation showing trigger logic. Flowchart visualization (Yes/No logic for lead handling). NOTES System must comply with Maryland MHIC regulations (5-day cancellation, no debit convenience fees, etc.). All automations must be editable by admin user (Eric Hardman). UI must be clean, intuitive, and responsive. I am sure there is more and this will be a working relationship to ensure accuracy.