ConnectGain - Comprehensive Use Cases Documentation¶

Table of Contents¶

Automation Use Cases
Webhook Use Cases
Team Management Use Cases
Admin Management Use Cases
AI Features Use Cases
Deal Workflow Use Cases
Multi-Channel Inbox Use Cases
Task Management Use Cases
Scheduling (Calendly-like) Use Cases
Campaigns & Broadcast Use Cases
Analytics & Dashboard Use Cases
Bot Flows Use Cases
Contact Management Use Cases
Company Management Use Cases
Template Management Use Cases
Project Management Use Cases
Support Tickets Use Cases
Attendance Tracking Use Cases
Channel Management Use Cases
Message Management Use Cases
Profile Management Use Cases
Onboarding Use Cases
Sales Report Use Cases
Call Tracking Use Cases
CRM Import Use Cases (Kommo & HubSpot)
External Integration Use Cases (via Automation HTTP Requests)
Real Estate Industry Use Cases
Tourism & Hospitality Industry Use Cases
Education Centers Industry Use Cases
Hospitals & Healthcare Industry Use Cases
Marketing Agencies Industry Use Cases
AI Call Intelligence Use Cases
Call Center Automation Use Cases
AI Re-Engagement Use Cases
Retail Industry Use Cases
E-Commerce Industry Use Cases
FinTech Industry Use Cases
Banking Industry Use Cases
Insurance Industry Use Cases
Automotive Industry Use Cases
Restaurants & Food Service Industry Use Cases
Logistics & Shipping Industry Use Cases
Telecommunications Industry Use Cases
Government & Public Sector Use Cases
Legal Services Industry Use Cases
Fitness & Wellness Industry Use Cases
Tourism & Hospitality (Expanded)
Social Media Planner Use Cases
Sequences Use Cases

Automation Use Cases¶

UC-AUTO-001: Auto-Assign New Conversations to Available Agents¶

Business Scenario: A customer support team receives hundreds of inquiries daily. Instead of manually assigning each conversation, they want conversations automatically distributed to available agents based on their current workload and availability.

Steps: 1. Admin navigates to Automations page 2. Clicks "Create Automation" 3. Sets automation name: "Auto-Assign New Conversations" 4. Selects trigger: conversation.created 5. Leaves conditions empty (applies to all new conversations) 6. Adds action: AUTO_ASSIGN_CONVERSATION 7. Configures assignment method: Round-robin with availability check 8. Activates automation 9. Tests by creating a test conversation 10. Verifies conversation automatically assigned to available agent

Expected Outcome: All new conversations are automatically assigned to available agents, ensuring fair workload distribution and faster response times.

Business Value: - Reduces manual assignment overhead by 90% - Ensures conversations are handled within SLA - Improves agent utilization

UC-AUTO-002: Create Task When Deal Moves to Negotiation Stage¶

Business Scenario: A sales manager wants to ensure that whenever a deal reaches the negotiation stage, a follow-up task is automatically created for the sales rep to prepare negotiation materials.

Steps: 1. Sales manager creates automation: "Task on Negotiation Stage" 2. Sets trigger: deal.stage.changed 3. Adds condition: new_stage equals "Negotiation" 4. Adds condition: old_stage not equals "Negotiation" (prevents duplicate tasks) 5. Adds action: CREATE_TASK 6. Configures task: - Title: "Prepare negotiation materials for {{deal.title}}" - Description: "Deal {{deal.title}} moved to negotiation. Prepare pricing proposal and contract terms." - Priority: HIGH - Assignee: Deal owner ({{deal.owner_id}}) - Due date: 2 days from now 7. Activates automation 8. Tests by moving a deal to negotiation stage 9. Verifies task created automatically

Expected Outcome: Every time a deal moves to negotiation stage, a high-priority task is automatically created for the deal owner with a 2-day deadline.

Business Value: - Ensures no negotiation opportunity is missed - Standardizes follow-up process - Improves deal closure rates

UC-AUTO-003: Auto-Reply to Messages Outside Business Hours¶

Business Scenario: A business operates Monday-Friday, 9 AM - 6 PM. They want to automatically send a polite response to customers who message outside these hours, letting them know when they can expect a response.

Steps: 1. Admin creates automation: "After-Hours Auto-Reply" 2. Sets trigger: message.received 3. Adds time condition: Organization time between 18:00 and 09:00 4. Adds day condition: Days of week = Monday, Tuesday, Wednesday, Thursday, Friday 5. Adds action: REPLY_MESSAGE 6. Configures message type: Text Message 7. Enters message: "Thank you for your message! Our team is currently offline. We'll respond during business hours (Monday-Friday, 9 AM - 6 PM). For urgent matters, please call us at [phone number]." 8. Activates automation 9. Tests by sending message outside business hours 10. Verifies auto-reply sent

Expected Outcome: Customers receive immediate acknowledgment when messaging outside business hours, setting proper expectations and improving customer satisfaction.

Business Value: - Improves customer experience with immediate acknowledgment - Sets clear expectations - Reduces customer frustration

UC-AUTO-004: Tag High-Value Leads Automatically¶

Business Scenario: A sales team wants to automatically tag contacts as "High-Value Lead" when they mention specific keywords like "enterprise", "budget approved", or "decision maker" in their messages.

Steps: 1. Sales manager creates automation: "Tag High-Value Leads" 2. Sets trigger: message.received 3. Adds condition: Message content contains "enterprise" OR "budget approved" OR "decision maker" 4. Adds condition: Direction equals "INBOUND" 5. Adds action: ADD_TAG 6. Configures tag: "High-Value Lead" 7. Activates automation 8. Tests by sending message with keyword 9. Verifies contact tagged automatically

Expected Outcome: Contacts mentioning enterprise keywords are automatically tagged, making them easy to identify and prioritize in the CRM.

Business Value: - Identifies high-value opportunities automatically - Enables targeted follow-up campaigns - Improves conversion rates

UC-AUTO-005: Notify External System When Deal is Won¶

Business Scenario: A company uses an external accounting system and wants to automatically create an invoice when a deal is marked as "Closed Won" in ConnectGain.

Steps: 1. Admin creates automation: "Create Invoice on Deal Win" 2. Sets trigger: deal.stage.changed 3. Adds condition: new_stage equals "Closed Won" 4. Adds condition: deal.value greater than 0 5. Adds action: HTTP_REQUEST 6. Configures HTTP request: - Method: POST - URL: https://api.accounting-system.com/invoices - Headers: - Authorization: Bearer [API_TOKEN] - Content-Type: application/json - Body:

{
"customer_id": "{{deal.contact_id}}",
"amount": {{deal.value}},
"deal_id": "{{deal.id}}",
"description": "Invoice for deal: {{deal.title}}"
}

7. Activates automation 8. Tests by closing a deal 9. Verifies invoice created in external system

Expected Outcome: When a deal is won, an invoice is automatically created in the external accounting system, eliminating manual data entry.

Business Value: - Eliminates manual invoice creation - Reduces errors - Speeds up billing process

UC-AUTO-006: Auto-Assign Tasks Based on Availability¶

Business Scenario: A project management team wants tasks automatically assigned to team members based on their availability schedules, ensuring tasks go to people who are actually working.

Steps: 1. Admin creates automation: "Auto-Assign Tasks by Availability" 2. Sets trigger: task.created 3. Adds condition: Task assignee is NULL (unassigned task) 4. Adds action: AUTO_ASSIGN_TASK 5. Configures assignment: Availability-based round-robin 6. Activates automation 7. Creates test task without assignee 8. Verifies task assigned to available team member

Expected Outcome: Unassigned tasks are automatically distributed to available team members, ensuring optimal workload distribution.

Business Value: - Ensures tasks go to available team members - Prevents task stagnation - Improves team productivity

UC-AUTO-007: Escalate Overdue Conversations¶

Business Scenario: A support team wants conversations that haven't been responded to within 24 hours to be automatically escalated to a manager and tagged as "Needs Attention".

Steps: 1. Admin creates automation: "Escalate Overdue Conversations" 2. Sets trigger: conversation.created (runs periodically via scheduled check) 3. Adds condition: Last message time older than 24 hours 4. Adds condition: Conversation status equals "OPEN" 5. Adds condition: Last message direction equals "INBOUND" 6. Adds action: ADD_TAG - Tag: "Needs Attention" 7. Adds action: ASSIGN_CONVERSATION - Assignee: Manager user ID 8. Adds action: CREATE_TASK - Title: "Follow up on overdue conversation" - Priority: HIGH - Assignee: Manager 9. Activates automation

Expected Outcome: Overdue conversations are automatically tagged, escalated to managers, and follow-up tasks are created to ensure customer issues are addressed.

Business Value: - Prevents customer complaints - Ensures SLA compliance - Improves customer satisfaction

UC-AUTO-008: Auto-Reply with Quick Reply Template¶

Business Scenario: A customer service team receives frequent "hello" messages. They want to automatically respond with a friendly greeting template.

Steps: 1. Admin creates automation: "Auto-Greet Customers" 2. Sets trigger: message.received 3. Adds condition: Message content contains "hello" OR "hi" OR "hey" 4. Adds condition: Message direction equals "INBOUND" 5. Adds condition: Conversation message count equals 1 (first message) 6. Adds action: REPLY_MESSAGE 7. Configures message type: Quick Reply Template 8. Selects template: "Welcome Greeting" 9. Activates automation 10. Tests by sending "hello" message 11. Verifies template response sent

Expected Outcome: Customers receive an immediate friendly greeting when they initiate contact, improving first impression.

Business Value: - Provides instant acknowledgment - Sets positive tone - Reduces agent workload for common greetings

UC-AUTO-009: Create Deal from High-Interest Messages¶

Business Scenario: A sales team wants deals automatically created when customers express strong buying intent in messages (e.g., "I want to buy", "I'm ready to purchase", "Let's proceed").

Steps: 1. Sales manager creates automation: "Auto-Create Deal from Intent" 2. Sets trigger: message.received 3. Adds condition: Message content contains "want to buy" OR "ready to purchase" OR "let's proceed" OR "interested in buying" 4. Adds condition: No existing deal for this contact 5. Adds action: CREATE_DEAL 6. Configures deal: - Title: "Deal from {{contact.first_name}} {{contact.last_name}}" - Stage: "Qualified" - Value: 0 (to be updated manually) - Owner: Contact assignee or auto-assigned 7. Adds action: ADD_TAG to contact: "Hot Lead" 8. Activates automation 9. Tests by sending message with buying intent 10. Verifies deal created automatically

Expected Outcome: Deals are automatically created when customers express buying intent, ensuring no sales opportunity is missed.

Business Value: - Captures sales opportunities immediately - Reduces manual deal creation - Improves sales pipeline accuracy

UC-AUTO-010: Channel-Specific Automation Rules¶

Business Scenario: A business wants different automation rules for different channels. WhatsApp messages get immediate response, while email gets a slower, more formal response.

Steps: 1. Admin creates automation: "WhatsApp Immediate Response" 2. Sets trigger: message.received 3. Adds condition: Channel type equals "WHATSAPP_LITE" 4. Adds action: REPLY_MESSAGE with quick response 5. Activates automation 6. Creates second automation: "Email Formal Response" 7. Sets trigger: message.received 8. Adds condition: Channel type equals "EMAIL" 9. Adds action: REPLY_MESSAGE with formal template 10. Activates automation 11. Tests both channels 12. Verifies channel-specific responses

Expected Outcome: Different channels receive appropriate automated responses based on channel characteristics and customer expectations.

Business Value: - Matches customer expectations per channel - Improves customer experience - Optimizes response strategies

Webhook Use Cases¶

UC-WEB-001: Sync Contacts to External CRM System¶

Business Scenario: A company uses ConnectGain for customer communication but maintains their primary CRM in Salesforce. They want all new contacts created in ConnectGain to automatically sync to Salesforce.

Steps: 1. Admin navigates to Settings → Webhooks 2. Clicks "Create Webhook" 3. Enters webhook name: "Salesforce Contact Sync" 4. Enters webhook URL: https://api.salesforce.com/webhook/contacts 5. Selects events: contact.created, contact.updated 6. Enters secret key: sf_sync_secret_2024 7. Adds custom headers: - Authorization: Bearer [Salesforce API Token] - X-Source: ConnectGain 8. Activates webhook 9. Clicks "Test Webhook" to verify connection 10. Creates test contact in ConnectGain 11. Verifies contact appears in Salesforce 12. Checks webhook logs for delivery status

Expected Outcome: All contacts created or updated in ConnectGain are automatically synced to Salesforce in real-time, maintaining data consistency across systems.

Business Value: - Eliminates manual data entry - Ensures data consistency - Saves time and reduces errors

UC-WEB-002: Notify Slack Channel When High-Value Deal is Won¶

Business Scenario: A sales team wants to celebrate wins by automatically posting to a Slack channel whenever a deal worth more than $10,000 is closed.

Steps: 1. Admin creates webhook: "Slack Deal Wins" 2. Sets URL: https://hooks.slack.com/services/[SLACK_WEBHOOK_URL] 3. Selects events: deal.stage.changed 4. Configures secret key for security 5. Activates webhook 6. Creates automation rule: - Trigger: deal.stage.changed - Condition: new_stage equals "Closed Won" - Condition: deal.value greater than 10000 - Action: HTTP Request to webhook endpoint 7. Tests by closing high-value deal 8. Verifies Slack notification received

Expected Outcome: The sales team receives real-time Slack notifications celebrating high-value deal wins, boosting team morale and visibility.

Business Value: - Increases team motivation - Provides visibility into wins - Creates celebration culture

UC-WEB-003: Trigger Email Campaign When Contact is Created¶

Business Scenario: A marketing team wants to automatically add new contacts to their email marketing platform (Mailchimp) and trigger a welcome email sequence.

Steps: 1. Marketing manager creates webhook: "Mailchimp Contact Sync" 2. Sets URL: https://us1.api.mailchimp.com/3.0/lists/[LIST_ID]/members 3. Selects events: contact.created 4. Configures authentication headers: - Authorization: Bearer [Mailchimp API Key] 5. Activates webhook 6. Creates test contact 7. Verifies contact added to Mailchimp 8. Checks Mailchimp automation triggers welcome email 9. Reviews webhook logs for delivery confirmation

Expected Outcome: New contacts are automatically added to Mailchimp and receive welcome emails, streamlining the onboarding process.

Business Value: - Automates marketing workflows - Ensures no contact is missed - Improves marketing efficiency

UC-WEB-004: Update Inventory System When Deal is Won¶

Business Scenario: An e-commerce company wants to automatically update their inventory management system when a deal is closed, reserving products for the customer.

Steps: 1. Admin creates webhook: "Inventory System Update" 2. Sets URL: https://inventory.example.com/api/reservations 3. Selects events: deal.stage.changed 4. Configures webhook payload to include deal products 5. Sets up authentication headers 6. Creates automation: - Trigger: deal.stage.changed - Condition: new_stage equals "Closed Won" - Action: HTTP Request to webhook 7. Tests by closing deal with products 8. Verifies inventory system updated 9. Checks webhook logs

Expected Outcome: When a deal is won, the inventory system is automatically updated, reserving products and preventing overselling.

Business Value: - Prevents inventory errors - Automates fulfillment process - Improves operational efficiency

UC-WEB-005: Real-Time Dashboard Updates via Webhooks¶

Business Scenario: A company wants to build a custom analytics dashboard that updates in real-time when key events occur (new deals, messages, etc.).

Steps: 1. Developer creates webhook: "Analytics Dashboard" 2. Sets URL: https://dashboard.example.com/webhook 3. Selects all relevant events: - deal.created, deal.stage.changed - message.received, message.sent - conversation.created - contact.created 4. Configures HMAC signature for security 5. Activates webhook 6. Builds dashboard to receive webhook events 7. Tests with sample events 8. Verifies dashboard updates in real-time 9. Monitors webhook delivery logs

Expected Outcome: The custom analytics dashboard receives real-time updates via webhooks, providing instant visibility into business metrics.

Business Value: - Real-time business intelligence - Custom analytics capabilities - Data-driven decision making

UC-WEB-006: Integrate with Accounting Software¶

Business Scenario: A business wants to automatically create invoices in QuickBooks when deals are closed, including all deal details and customer information.

Steps: 1. Admin creates webhook: "QuickBooks Invoice Creation" 2. Sets URL: https://quickbooks.api.intuit.com/v3/company/[COMPANY_ID]/invoice 3. Selects events: deal.stage.changed 4. Configures OAuth headers for QuickBooks 5. Creates automation to filter for "Closed Won" deals 6. Tests by closing deal 7. Verifies invoice created in QuickBooks 8. Reviews webhook logs for any errors

Expected Outcome: Invoices are automatically created in QuickBooks when deals are won, streamlining the billing process.

Business Value: - Eliminates manual invoice creation - Reduces billing errors - Speeds up cash flow

UC-WEB-007: Notify Customer Success Team on Deal Win¶

Business Scenario: When a deal is won, the customer success team needs to be notified immediately to begin onboarding the new customer.

Steps: 1. Admin creates webhook: "Customer Success Notification" 2. Sets URL: Internal notification system endpoint 3. Selects events: deal.stage.changed 4. Configures payload to include: - Deal details - Contact information - Deal value - Expected start date 5. Creates automation filter for "Closed Won" 6. Activates webhook 7. Tests by closing deal 8. Verifies customer success team notified 9. Checks notification includes all required information

Expected Outcome: Customer success team receives immediate notifications when deals are won, enabling proactive customer onboarding.

Business Value: - Faster customer onboarding - Improved customer experience - Better team coordination

UC-WEB-008: Log All Events to External System¶

Business Scenario: A company needs to maintain an audit log of all ConnectGain events in their external logging system for compliance purposes.

Steps: 1. Admin creates webhook: "Audit Log System" 2. Sets URL: https://audit.example.com/api/events 3. Selects all events (comprehensive logging) 4. Configures authentication 5. Sets up webhook to log all events 6. Tests with sample events 7. Verifies events logged correctly 8. Monitors webhook delivery rates 9. Sets up alerts for webhook failures

Expected Outcome: All ConnectGain events are logged to the external audit system, maintaining compliance and audit trails.

Business Value: - Compliance requirements met - Complete audit trail - Regulatory compliance

Team Management Use Cases¶

UC-TEAM-001: Onboard New Team Member with Proper Permissions¶

Business Scenario: A company hires a new customer support agent and needs to add them to the team with appropriate permissions to handle conversations but not manage settings.

Steps: 1. Admin navigates to Settings → Team Members 2. Clicks "Invite Member" 3. Enters email: newagent@company.com 4. Selects role: Agent 5. Clicks "Send Invitation" 6. New agent receives invitation email 7. Agent clicks invitation link 8. Agent creates account and sets password 9. Agent logs in and sees agent-appropriate features 10. Admin navigates to team member list 11. Clicks "Manage Permissions" for new agent 12. Configures permissions: - ✅ Can see assigned conversations - ✅ Can access CRM - ❌ Can manage users - ❌ Can access broadcast - ✅ Can access tasks 13. Saves permissions 14. Verifies agent has correct access

Expected Outcome: New team member is onboarded with appropriate permissions, can immediately start working, and only sees features relevant to their role.

Business Value: - Fast onboarding process - Proper access control - Security compliance

UC-TEAM-002: Set Agent Availability for Auto-Assignment¶

Business Scenario: A support team wants to ensure agents only receive auto-assigned conversations during their working hours (Monday-Friday, 9 AM - 5 PM).

Steps: 1. Admin navigates to Settings → Team Members 2. Selects agent: "John Doe" 3. Clicks "Manage Availability" 4. Configures availability slots: - Monday: 09:00 - 17:00 - Tuesday: 09:00 - 17:00 - Wednesday: 09:00 - 17:00 - Thursday: 09:00 - 17:00 - Friday: 09:00 - 17:00 - Saturday: No availability - Sunday: No availability 5. Sets timezone: "America/New_York" 6. Saves availability 7. Creates automation for auto-assignment 8. Tests by creating conversation during business hours 9. Verifies conversation assigned to John 10. Tests outside business hours 11. Verifies conversation assigned to different available agent

Expected Outcome: Agents only receive auto-assigned conversations during their configured availability hours, ensuring fair workload distribution.

Business Value: - Respects agent work-life balance - Ensures availability-based assignment - Improves agent satisfaction

Business Scenario: A company wants to ensure agents can only log in during their scheduled work hours for security and compliance reasons.

Steps: 1. Admin navigates to Settings → Team Members 2. Selects agent: "Jane Smith" 3. Clicks "Manage Permissions" 4. Enables: "Restrict login to schedule" 5. Clicks "Manage Login Schedule" 6. Configures weekly schedule: - Monday: 08:00 - 18:00 - Tuesday: 08:00 - 18:00 - Wednesday: 08:00 - 18:00 - Thursday: 08:00 - 18:00 - Friday: 08:00 - 18:00 - Weekend: No login allowed 7. Sets timezone: Organization timezone 8. Saves schedule 9. Agent tries to login during business hours 10. Verifies login successful 11. Agent tries to login outside business hours 12. Verifies login blocked with message

Expected Outcome: Agents can only log in during their configured schedule, improving security and ensuring compliance with work policies.

Business Value: - Enhanced security - Policy compliance - Access control

UC-TEAM-004: Grant Temporary Admin Access¶

Business Scenario: A regular agent needs temporary admin access for a specific project. After the project, access should be revoked.

Steps: 1. Admin navigates to Settings → Team Members 2. Selects agent: "Temporary Admin" 3. Clicks "Manage Permissions" 4. Temporarily enables: "Can manage users" 5. Enables: "Can see all conversations" 6. Enables: "Can see all deals" 7. Saves permissions 8. Agent now has admin-level access 9. After project completion, admin revokes permissions 10. Removes admin permissions 11. Verifies agent back to regular access level

Expected Outcome: Agent receives temporary admin access for the project duration, then access is properly revoked, maintaining security.

Business Value: - Flexible access management - Temporary elevated permissions - Security maintained

UC-TEAM-005: Bulk Invite Multiple Team Members¶

Business Scenario: A company is expanding and needs to onboard 20 new team members at once.

Steps: 1. Admin navigates to Settings → Team Members 2. Prepares list of 20 email addresses 3. For each email: - Clicks "Invite Member" - Enters email address - Selects appropriate role (Agent/Admin) - Sends invitation 4. Tracks invitation status in pending invitations 5. Monitors acceptance rates 6. Resends invitations for non-responders 7. Verifies all team members onboarded

Expected Outcome: All 20 team members receive invitations and can join the organization, streamlining the bulk onboarding process.

Business Value: - Efficient bulk onboarding - Scalable team growth - Organized invitation management

UC-TEAM-006: Remove Team Member and Reassign Work¶

Business Scenario: A team member is leaving the company. Their assigned conversations, deals, and tasks need to be reassigned to other team members.

Steps: 1. Admin navigates to Settings → Team Members 2. Selects departing team member 3. Reviews their assigned items: - Conversations: 15 - Deals: 8 - Tasks: 12 4. Uses bulk reassignment feature: - Selects all conversations - Reassigns to available team members - Selects all deals - Reassigns to sales manager - Selects all tasks - Reassigns based on task type 5. Verifies all items reassigned 6. Removes team member from organization 7. Confirms removal

Expected Outcome: All work items are properly reassigned before team member removal, ensuring business continuity.

Business Value: - Smooth team transitions - No work lost - Business continuity

Admin Management Use Cases¶

UC-ADMIN-001: Create Limited Trial Account (Inbox-Only Mode)¶

Business Scenario: A potential customer wants to try ConnectGain but should only have access to the inbox feature. Other features should appear locked to encourage upgrade.

Steps: 1. Admin uses Admin API endpoint: POST /admin-update-feature-restrictions 2. Sets organization_id for trial account 3. Sets inbox_only_mode: true 4. Sends API request 5. Trial user logs in 6. Verifies only inbox is accessible 7. Verifies other features show locked overlay 8. Verifies "Request Access" buttons visible 9. After trial period, admin disables inbox-only mode 10. Enables full feature set

Expected Outcome: Trial account has limited access, showcasing core functionality while encouraging upgrade to full features.

Business Value: - Controlled trial experience - Upgrade conversion - Feature discovery

UC-ADMIN-002: Customize Feature Access Per Organization¶

Business Scenario: Different customer tiers need different feature access. Basic tier gets inbox + contacts, Premium gets everything.

Steps: 1. Admin identifies organization: "Basic Tier Customer" 2. Uses Admin API: POST /admin-update-feature-restrictions 3. Sets enabled_features: ["inbox", "contacts"] 4. Sends request 5. Verifies organization has limited access 6. For Premium customer: 7. Sets enabled_features: ["inbox", "contacts", "deals", "tasks", "broadcast", "automations", "projects", "analytics"] 8. Verifies premium access

Expected Outcome: Different organizations have appropriate feature access based on their subscription tier.

Business Value: - Tiered pricing support - Feature-based monetization - Flexible product offerings

UC-ADMIN-003: Monitor All Organizations via Admin Dashboard¶

Business Scenario: Platform admin needs to monitor all organizations, their usage, signups, and health metrics.

Steps: 1. Admin uses Admin API: GET /admin-get-organizations 2. Retrieves list of all organizations 3. Reviews organization details: - Name, slug - Created date - Settings 4. Uses GET /admin-get-org-signups for signup analytics 5. Uses GET /admin-get-org-analytics for usage metrics 6. Identifies organizations needing attention 7. Takes appropriate actions

Expected Outcome: Admin has complete visibility into all organizations and can proactively manage the platform.

Business Value: - Platform-wide visibility - Proactive management - Data-driven decisions

UC-ADMIN-004: Suspend User Account for Policy Violation¶

Business Scenario: A user violates terms of service and needs their account suspended immediately.

Steps: 1. Admin identifies violating user 2. Uses Admin API: POST /admin-suspend-user 3. Provides user ID 4. Sends suspension request 5. Verifies user cannot log in 6. User sees suspension message 7. After resolution, admin unsuspends account 8. User regains access

Expected Outcome: User account is immediately suspended, preventing further access until issue is resolved.

Business Value: - Policy enforcement - Security control - Account management

UC-ADMIN-005: Delete Organization and All Data¶

Business Scenario: A customer cancels subscription and requests complete data deletion for GDPR compliance.

Steps: 1. Admin verifies cancellation request 2. Uses Admin API: POST /admin-delete-organization 3. Provides organization ID 4. Confirms deletion (irreversible) 5. System deletes: - All conversations - All contacts - All deals - All tasks - All campaigns - All automations - Organization settings 6. Verifies complete deletion 7. Confirms deletion to customer

Expected Outcome: All organization data is permanently deleted, ensuring GDPR compliance and customer data privacy.

Business Value: - Regulatory compliance - Data privacy - Customer trust

UC-ADMIN-006: Sync Stripe Subscriptions Manually¶

Business Scenario: Subscription sync fails and admin needs to manually trigger synchronization to update all subscription statuses.

Steps: 1. Admin navigates to /admin-sync page 2. Reviews current subscription status 3. Clicks "Sync Subscriptions" button 4. System connects to Stripe API 5. Retrieves all subscriptions 6. Updates database records: - Subscription status - Plan details - Billing dates - Team member access 7. Displays sync results: - Total subscriptions: 150 - Successfully synced: 148 - Errors: 2 8. Reviews error details 9. Fixes errors manually 10. Re-runs sync for failed items

Expected Outcome: All Stripe subscriptions are synced to the database, ensuring accurate billing and access control.

Business Value: - Accurate billing - Proper access control - Data consistency

AI Features Use Cases¶

UC-AI-001: Automatically Analyze Customer Interest Levels¶

Business Scenario: A sales team receives hundreds of customer conversations daily. They want to automatically identify which leads are "hot" (highly interested), "warm" (moderately interested), or "cold" (low interest) to prioritize follow-ups.

Steps: 1. System automatically triggers AI analysis every 3 inbound messages 2. AI analyzes conversation: - Message content - Sentiment - Buying intent - Engagement level 3. Generates analysis: - Interest score: 85/100 - Interest level: "Hot" - Sentiment: "Positive" - Intent: "Interested" - Summary: "Customer asking about pricing and availability, ready to purchase" - Key topics: ["pricing", "features", "implementation"] - Recommended action: "Send pricing proposal immediately" 4. Updates conversation with AI analysis 5. Sales rep opens inbox 6. Sees "Hot" badge on conversation 7. Reviews AI analysis details 8. Takes recommended action 9. Verifies improved conversion rate

Expected Outcome: Conversations are automatically analyzed and tagged with interest levels, enabling sales teams to prioritize high-value opportunities.

Business Value: - 40% improvement in response prioritization - Higher conversion rates - Better resource allocation

UC-AI-002: Identify Hot Leads for Immediate Follow-Up¶

Business Scenario: A sales manager wants to quickly identify all "hot" leads that need immediate attention to maximize conversion opportunities.

Steps: 1. Sales manager navigates to Interest Analysis page 2. Views dashboard statistics: - Hot leads: 12 - Warm leads: 45 - Cold leads: 23 3. Clicks "Hot" tab 4. Reviews list of hot leads with: - Interest score (70-100) - Sentiment analysis - Intent classification - Conversation summary - Recommended actions 5. Sorts by interest score (highest first) 6. Selects top 5 hot leads 7. Creates follow-up tasks for each 8. Assigns to sales reps 9. Monitors conversion rates

Expected Outcome: Sales manager quickly identifies and prioritizes hot leads, resulting in faster response times and higher conversion rates.

Business Value: - Faster response to hot leads - Improved conversion rates - Better sales performance

UC-AI-003: Analyze Conversation Sentiment for Customer Satisfaction¶

Business Scenario: A customer support manager wants to monitor customer sentiment across all conversations to identify potential issues and improve service quality.

Steps: 1. AI automatically analyzes all conversations 2. Categorizes sentiment: - Positive: 65% - Neutral: 25% - Negative: 10% 3. Support manager reviews negative sentiment conversations 4. Identifies common issues: - Slow response times - Product defects - Billing issues 5. Takes corrective actions: - Improves response time SLA - Escalates product issues - Reviews billing process 6. Monitors sentiment trends over time 7. Verifies sentiment improvement

Expected Outcome: Customer sentiment is automatically tracked, enabling proactive issue identification and service improvement.

Business Value: - Proactive issue detection - Improved customer satisfaction - Data-driven service improvements

UC-AI-004: Extract Key Topics from Conversations¶

Business Scenario: A product team wants to understand what customers are talking about most frequently to inform product roadmap decisions.

Steps: 1. AI analyzes all conversations 2. Extracts key topics from each conversation 3. Aggregates topics across all conversations 4. Generates topic frequency report: - "Feature Request - Mobile App": 45 mentions - "Pricing Questions": 32 mentions - "Integration Support": 28 mentions - "Bug Reports": 15 mentions 5. Product manager reviews topic analysis 6. Prioritizes product roadmap based on topic frequency 7. Plans new features addressing top topics 8. Communicates roadmap to customers

Expected Outcome: Product team gains insights into customer needs through automated topic extraction, informing data-driven product decisions.

Business Value: - Data-driven product decisions - Customer-aligned roadmap - Improved product-market fit

UC-AI-005: Get AI-Powered Response Suggestions¶

Business Scenario: A support agent receives a complex customer question and wants AI-powered suggestions for the best response.

Steps: 1. Support agent opens conversation 2. Reviews customer message: "I'm having trouble with the integration. Can you help?" 3. Clicks "AI Response Suggestions" button 4. AI analyzes: - Customer message context - Conversation history - Customer profile - Common solutions 5. Generates response suggestions: - Suggestion 1: "I'd be happy to help with your integration. Can you tell me which system you're trying to integrate with?" - Suggestion 2: "Let me check your account settings. What specific error are you seeing?" 6. Agent selects best suggestion 7. Customizes response 8. Sends to customer 9. Verifies faster response time

Expected Outcome: Agents receive AI-powered response suggestions, enabling faster and more consistent customer support.

Business Value: - Faster response times - Consistent quality - Improved agent productivity

UC-AI-006: Trigger Automation Based on AI Analysis¶

Business Scenario: A sales team wants to automatically create deals and assign tasks when AI identifies a hot lead.

Steps: 1. AI analyzes conversation 2. Identifies hot lead (interest score > 70) 3. Triggers automation rule: - Condition: AI interest level equals "Hot" - Action 1: Create deal - Title: "Hot Lead - {{contact.name}}" - Stage: "Qualified" - Value: Estimated from conversation - Action 2: Create task - Title: "Follow up with hot lead" - Priority: HIGH - Assignee: Sales manager - Action 3: Add tag to contact: "Hot Lead" 4. Sales manager receives notification 5. Reviews automatically created deal 6. Follows up with customer 7. Verifies improved conversion

Expected Outcome: Hot leads automatically trigger deal creation and task assignment, ensuring no opportunity is missed.

Business Value: - No missed opportunities - Automated workflow - Improved conversion rates

Deal Workflow Use Cases¶

UC-DEAL-001: Convert Conversation to Deal¶

Business Scenario: A sales rep is chatting with a potential customer via WhatsApp. The customer expresses interest in purchasing. The rep wants to convert this conversation into a tracked deal.

Steps: 1. Sales rep opens conversation in inbox 2. Reviews conversation history 3. Identifies buying intent 4. Clicks "Create Deal" button in conversation 5. Deal creation dialog opens with pre-filled data: - Contact: Auto-selected from conversation - Title: "Deal from Conversation - [Contact Name]" - Conversation: Linked automatically 6. Sales rep fills in deal details: - Pipeline: "Sales Pipeline" - Stage: "Qualified" - Value: $15,000 (based on discussion) - Probability: 40% - Expected close date: 30 days from now - Tags: ["WhatsApp", "Hot Lead"] 7. Saves deal 8. Deal appears in kanban board 9. Conversation shows deal link 10. Sales rep continues conversation with deal context

Expected Outcome: Conversation seamlessly converts to a tracked deal, maintaining context and enabling proper sales pipeline management.

Business Value: - Seamless conversion process - Context preservation - Better sales tracking

UC-DEAL-002: Move Deal Through Pipeline Stages¶

Business Scenario: A sales rep needs to track a deal as it progresses from initial contact through qualification, proposal, negotiation, and finally to closed won.

Steps: 1. Sales rep creates deal in "Lead" stage 2. Qualifies customer needs 3. Drags deal card from "Lead" to "Qualified" stage 4. System automatically: - Updates stage - Updates probability (10% → 30%) - Records stage change in history 5. Sales rep prepares proposal 6. Drags deal to "Proposal" stage 7. Probability updates to 50% 8. Customer negotiates terms 9. Drags deal to "Negotiation" stage 10. Probability updates to 70% 11. Customer accepts offer 12. Drags deal to "Closed Won" stage 13. Probability updates to 100% 14. Deal marked as won 15. Sales manager reviews pipeline metrics

Expected Outcome: Deal progresses through pipeline stages with automatic probability updates and complete history tracking.

Business Value: - Clear sales process visibility - Accurate forecasting - Complete audit trail

UC-DEAL-003: Forecast Revenue Based on Pipeline¶

Business Scenario: A sales manager needs to forecast next quarter's revenue based on current deals in the pipeline.

Steps: 1. Sales manager opens Deals page 2. Filters deals: - Excludes "Closed Lost" deals - Includes all active stages - Current quarter deals 3. Reviews pipeline view: - Lead: 10 deals, $50,000 total value - Qualified: 8 deals, $80,000 total value - Proposal: 5 deals, $75,000 total value - Negotiation: 3 deals, $60,000 total value 4. Calculates weighted forecast: - Lead: $50,000 × 10% = $5,000 - Qualified: $80,000 × 30% = $24,000 - Proposal: $75,000 × 50% = $37,500 - Negotiation: $60,000 × 70% = $42,000 - Total forecast: $108,500 5. Adds closed won deals: $45,000 6. Total revenue projection: $153,500 7. Compares to target: $200,000 8. Identifies gap: $46,500 9. Takes action to fill pipeline

Expected Outcome: Sales manager has accurate revenue forecast based on weighted pipeline values, enabling data-driven planning.

Business Value: - Accurate revenue forecasting - Data-driven planning - Target achievement

UC-DEAL-004: Reassign Deal to Different Sales Rep¶

Business Scenario: A sales rep is leaving the company. Their deals need to be reassigned to other team members to ensure continuity.

Steps: 1. Sales manager opens Deals page 2. Filters deals by owner: "Departing Rep" 3. Reviews 15 assigned deals 4. Selects all deals (bulk selection) 5. Clicks "Bulk Assign" 6. Selects new owner: "Senior Sales Rep" 7. Confirms reassignment 8. System updates all deals: - Owner changed - Ownership history logged - Duration with previous owner calculated - New owner notified 9. Verifies all deals reassigned 10. New owner reviews assigned deals 11. Continues sales process

Expected Outcome: All deals are smoothly reassigned to new owner with complete history tracking, ensuring business continuity.

Business Value: - Smooth transitions - No lost deals - Complete audit trail

UC-DEAL-005: Track Deal Ownership History¶

Business Scenario: A sales manager wants to understand how long deals spend with each sales rep and identify bottlenecks in the sales process.

Steps: 1. Sales manager opens deal details 2. Clicks "Ownership History" tab 3. Reviews ownership timeline: - Rep A: Jan 1 - Jan 15 (14 days) - Rep B: Jan 15 - Feb 1 (17 days) - Rep C: Feb 1 - Feb 20 (19 days) - Current 4. Calculates average ownership duration: 16.7 days 5. Identifies deals stuck with same owner > 30 days 6. Reviews reasons for ownership changes 7. Identifies patterns: - Rep A: Quick initial qualification - Rep B: Extended negotiation - Rep C: Closing phase 8. Takes action on stuck deals 9. Optimizes sales process

Expected Outcome: Sales manager gains insights into deal ownership patterns, enabling process optimization and bottleneck identification.

Business Value: - Process optimization - Bottleneck identification - Performance improvement

UC-DEAL-006: Filter Deals by Value Range¶

Business Scenario: A sales manager wants to focus on high-value deals ($10,000+) to maximize revenue impact.

Steps: 1. Sales manager opens Deals page 2. Applies value filter: - Minimum value: $10,000 - Maximum value: (no limit) 3. Views filtered deals: - 8 deals shown - Total value: $125,000 4. Reviews each high-value deal 5. Prioritizes follow-ups 6. Assigns to top performers 7. Tracks progress closely 8. Verifies improved focus on high-value opportunities

Expected Outcome: Sales manager focuses on high-value deals, maximizing revenue impact and resource allocation.

Business Value: - Revenue maximization - Better resource allocation - Strategic focus

UC-DEAL-007: Create Deal from Contact Profile¶

Business Scenario: A sales rep is reviewing a contact's profile and wants to create a new deal opportunity for that contact.

Steps: 1. Sales rep opens Contacts page 2. Selects contact: "ABC Corporation" 3. Reviews contact details and history 4. Clicks "Create Deal" button 5. Deal creation dialog opens: - Contact: Pre-filled (ABC Corporation) - Company: Pre-filled (if linked) 6. Fills in deal details: - Title: "ABC Corp - Enterprise License" - Pipeline: "Enterprise Sales" - Stage: "Lead" - Value: $50,000 - Probability: 20% - Expected close: 60 days 7. Saves deal 8. Deal appears in pipeline 9. Contact profile shows linked deal 10. Sales rep tracks deal progress

Expected Outcome: Deal is created directly from contact profile, maintaining relationship context and enabling easy tracking.

Business Value: - Context preservation - Easy deal creation - Relationship tracking

UC-DEAL-008: Auto-Reassign Inactive Deals¶

Business Scenario: A sales manager wants deals that haven't been updated in 7 days to be automatically reassigned to prevent stagnation.

Steps: 1. System runs automatic check daily 2. Identifies deals not updated in 7+ days 3. Finds 5 inactive deals 4. Automatically reassigns to available sales reps: - Round-robin distribution - Only assigns to active users - Logs reassignment reason: "Auto-reassigned - Inactive" 5. Notifies new owners 6. Sales manager reviews reassignment log 7. Verifies deals moving forward 8. Monitors deal activity

Expected Outcome: Inactive deals are automatically reassigned, preventing stagnation and ensuring continuous sales activity.

Business Value: - Prevents deal stagnation - Fair workload distribution - Improved sales velocity

Multi-Channel Inbox Use Cases¶

UC-INBOX-001: Respond to Customer Across Multiple Channels¶

Business Scenario: A customer contacts the business via WhatsApp, then sends an email, and later messages on Instagram. The support agent needs to see all conversations in one place and respond appropriately.

Steps: 1. Customer sends WhatsApp message: "I need help with my order" 2. Support agent opens Inbox 3. Sees new WhatsApp conversation 4. Responds via WhatsApp 5. Customer sends email with order details 6. Agent sees new email conversation in same inbox 7. System identifies same contact across channels 8. Agent views unified contact profile showing all channels 9. Customer sends Instagram DM 10. Agent sees Instagram conversation 11. Agent responds via customer's preferred channel (WhatsApp) 12. All interactions tracked in unified view

Expected Outcome: Agent manages all customer interactions across multiple channels in a unified inbox, providing consistent support experience.

Business Value: - Unified customer view - Consistent experience - Efficient support

UC-INBOX-002: Assign Conversation to Team Member¶

Business Scenario: A customer inquiry comes in that requires specialized knowledge. The receiving agent needs to assign it to the appropriate specialist.

Steps: 1. Agent receives technical support inquiry 2. Reviews conversation and contact details 3. Determines needs specialist assistance 4. Clicks "Assign" button 5. Views team member list with: - Online/offline status - Current workload - Specializations 6. Selects specialist: "Technical Support Specialist" 7. Confirms assignment 8. Specialist receives notification 9. Specialist sees conversation in "Assigned to Me" filter 10. Specialist responds with expertise 11. Customer receives accurate solution

Expected Outcome: Conversation is assigned to the right specialist, ensuring customers receive expert assistance quickly.

Business Value: - Expert routing - Faster resolution - Better customer satisfaction

UC-INBOX-003: Use Quick Reply Templates¶

Business Scenario: A support agent frequently receives the same questions. They want to use pre-written templates to respond quickly and consistently.

Steps: 1. Support agent opens conversation 2. Customer asks: "What are your business hours?" 3. Agent types "/" in message composer 4. Quick reply menu appears 5. Agent searches: "hours" 6. Finds template: "Our business hours are Monday-Friday, 9 AM - 6 PM EST" 7. Selects template 8. Message auto-fills 9. Agent customizes if needed 10. Sends message 11. Customer receives instant response 12. Agent moves to next conversation

Expected Outcome: Agent responds quickly using templates, improving response time and maintaining consistency.

Business Value: - Faster responses - Consistent messaging - Improved productivity

UC-INBOX-004: Create Deal from High-Value Conversation¶

Business Scenario: A sales rep is chatting with a potential enterprise customer. The conversation indicates strong buying intent. The rep wants to convert this to a deal for tracking.

Steps: 1. Sales rep opens WhatsApp conversation 2. Customer expresses interest: "We're looking for an enterprise solution" 3. Rep qualifies customer needs 4. Customer mentions budget: "$100,000" 5. Rep clicks "Create Deal" in conversation 6. Deal dialog opens with: - Contact: Pre-filled - Conversation: Linked - Title: "Enterprise Deal - [Company Name]" 7. Rep fills in details: - Value: $100,000 - Stage: "Qualified" - Pipeline: "Enterprise Sales" 8. Saves deal 9. Deal appears in pipeline 10. Rep continues conversation with deal context 11. Tracks deal progress

Expected Outcome: High-value conversation converts to tracked deal, enabling proper sales pipeline management.

Business Value: - Opportunity capture - Sales tracking - Revenue management

UC-INBOX-005: Close Conversation After Resolution¶

Business Scenario: A support agent resolves a customer issue and wants to close the conversation to keep the inbox organized.

Steps: 1. Support agent resolves customer issue 2. Confirms customer satisfaction 3. Clicks "Close Conversation" button 4. Conversation status changes to "Closed" 5. Conversation moves to "Closed" filter 6. Inbox shows only open conversations 7. Customer sends new message later 8. Conversation automatically reopens 9. Agent receives notification 10. Agent responds to new inquiry

Expected Outcome: Resolved conversations are closed, keeping inbox organized while allowing easy reopening for follow-ups.

Business Value: - Organized inbox - Focus on active conversations - Easy follow-up handling

UC-INBOX-006: Filter Conversations by Channel¶

Business Scenario: A support team has dedicated agents for different channels. An Instagram specialist wants to see only Instagram conversations.

Steps: 1. Instagram specialist opens Inbox 2. Applies channel filter: "Instagram" 3. Views only Instagram conversations: - 12 active conversations - All Instagram DMs 4. Reviews each conversation 5. Responds to Instagram messages 6. Switches to "WhatsApp" filter 7. Sees WhatsApp conversations (if has access) 8. Returns to Instagram filter 9. Continues Instagram support work

Expected Outcome: Specialist focuses on their channel, improving efficiency and expertise application.

Business Value: - Channel specialization - Improved efficiency - Better service quality

UC-INBOX-007: Search Conversations and Messages¶

Business Scenario: A support agent remembers a previous conversation with a customer but can't find it. They need to search for it.

Steps: 1. Support agent opens Inbox 2. Clicks search bar 3. Types customer name: "John Smith" 4. Search results show: - 3 conversations with John Smith - Across WhatsApp and Email 5. Agent selects relevant conversation 6. Reviews conversation history 7. Finds previous context 8. Continues support with full context 9. Uses message search within conversation 10. Finds specific message about issue

Expected Outcome: Agent quickly finds previous conversations and messages, enabling context-aware support.

Business Value: - Quick information retrieval - Context preservation - Better customer service

UC-INBOX-008: Bulk Assign Multiple Conversations¶

Business Scenario: A team lead receives 20 unassigned conversations and needs to distribute them evenly among team members.

Steps: 1. Team lead opens Inbox 2. Filters: "Unassigned" 3. Views 20 unassigned conversations 4. Selects all conversations (bulk selection) 5. Clicks "Bulk Assign" 6. Chooses assignment method: "Round-robin" 7. System distributes: - 5 conversations to Agent A - 5 conversations to Agent B - 5 conversations to Agent C - 5 conversations to Agent D 8. Confirms assignment 9. All conversations assigned 10. Agents receive notifications 11. Agents see assigned conversations

Expected Outcome: Conversations are evenly distributed among team members, ensuring fair workload and faster response times.

Business Value: - Fair workload distribution - Faster response times - Better team utilization

Task Management Use Cases¶

UC-TASK-001: Create Follow-Up Task from Conversation¶

Business Scenario: A support agent resolves a customer issue but needs to follow up in 3 days to ensure everything is working. They want to create a task to remember.

Steps: 1. Support agent resolves customer issue 2. Clicks "Create Task" in conversation 3. Task creation dialog opens: - Contact: Pre-filled from conversation - Conversation: Linked 4. Fills in task details: - Title: "Follow up with [Customer Name]" - Description: "Verify issue resolution and customer satisfaction" - Priority: Medium - Due date: 3 days from now - Assignee: Self 5. Saves task 6. Task appears in task list 7. Agent receives reminder on due date 8. Agent completes follow-up 9. Marks task as completed 10. Updates conversation with follow-up results

Expected Outcome: Follow-up task is created and completed, ensuring customer satisfaction and issue resolution.

Business Value: - No missed follow-ups - Better customer service - Organized workflow

UC-TASK-002: Assign Task to Team Member¶

Business Scenario: A sales manager needs to assign a task to a specific sales rep for a high-priority deal follow-up.

Steps: 1. Sales manager opens Tasks page 2. Clicks "Create Task" 3. Fills in task details: - Title: "Prepare proposal for ABC Corp deal" - Description: "Deal value: $50,000. Customer needs proposal by Friday" - Priority: High - Due date: Friday - Related deal: Links to deal 4. Selects assignee: "Sales Rep John" 5. Saves task 6. Sales rep receives notification 7. Sales rep sees task in "Assigned to Me" 8. Sales rep completes task 9. Marks task as completed 10. Deal updated with proposal status

Expected Outcome: Task is assigned and completed, ensuring important follow-ups are handled by the right person.

Business Value: - Clear task ownership - Accountability - Task completion tracking

UC-TASK-003: Filter Tasks by Priority¶

Business Scenario: A team member wants to focus on high-priority tasks first to ensure urgent items are handled.

Steps: 1. Team member opens Tasks page 2. Applies priority filter: "High" 3. Views only high-priority tasks: - 8 high-priority tasks shown 4. Reviews each task 5. Sorts by due date (earliest first) 6. Completes tasks in priority order 7. Marks tasks as completed 8. Switches to "Medium" priority 9. Continues with medium-priority tasks 10. Verifies all high-priority tasks completed

Expected Outcome: Team member focuses on high-priority tasks first, ensuring urgent items are handled promptly.

Business Value: - Priority-based work - Urgent task completion - Better time management

UC-TASK-004: Create Recurring Task¶

Business Scenario: A sales manager wants to create a weekly task for sales reps to review their pipeline every Monday.

Steps: 1. Sales manager opens Tasks page 2. Clicks "Create Task" 3. Fills in task details: - Title: "Weekly Pipeline Review" - Description: "Review all deals in pipeline and update stages" - Priority: Medium - Recurrence: Weekly, every Monday 4. Assigns to: "All Sales Reps" or specific rep 5. Saves task 6. Task appears every Monday 7. Sales rep completes task 8. Task automatically recreates for next Monday 9. Continues weekly cycle 10. Manager tracks completion rates

Expected Outcome: Recurring task ensures consistent weekly pipeline reviews, maintaining sales discipline.

Business Value: - Consistent processes - Sales discipline - Regular reviews

UC-TASK-005: Link Task to Deal¶

Business Scenario: A sales rep creates a task related to a specific deal and wants to link them for context.

Steps: 1. Sales rep opens deal details 2. Clicks "Create Task" from deal 3. Task creation dialog opens: - Deal: Pre-linked - Contact: Pre-filled from deal 4. Fills in task: - Title: "Send contract to customer" - Description: "Deal: $25,000. Customer requested contract" - Priority: High - Due date: Tomorrow 5. Saves task 6. Task appears in task list 7. Task also visible in deal details 8. Sales rep completes task 9. Updates deal with contract status 10. Deal shows completed task

Expected Outcome: Task is linked to deal, maintaining context and enabling easy tracking of deal-related activities.

Business Value: - Context preservation - Deal activity tracking - Better organization

UC-TASK-006: View Overdue Tasks¶

Business Scenario: A team manager wants to identify all overdue tasks to ensure nothing is missed.

Steps: 1. Team manager opens Tasks page 2. Applies filter: "Overdue" 3. Views overdue tasks: - 5 overdue tasks shown - Red overdue indicators - Days overdue displayed 4. Reviews each overdue task: - Task 1: 2 days overdue - Task 2: 5 days overdue - Task 3: 1 day overdue 5. Contacts task assignees 6. Reassigns if needed 7. Updates due dates if appropriate 8. Tracks completion 9. Verifies all overdue tasks addressed

Expected Outcome: Manager identifies and addresses all overdue tasks, ensuring nothing falls through the cracks.

Business Value: - Task accountability - Nothing missed - Better task management

UC-TASK-007: Bulk Complete Tasks¶

Business Scenario: A team member completes multiple related tasks and wants to mark them all as done at once.

Steps: 1. Team member opens Tasks page 2. Filters tasks: "Assigned to Me" 3. Completes several tasks 4. Selects completed tasks (bulk selection) 5. Clicks "Mark as Completed" 6. All selected tasks marked complete 7. Tasks move to completed view 8. Team member continues with remaining tasks 9. Reviews completion statistics 10. Verifies productivity improvement

Expected Outcome: Multiple tasks are completed efficiently, improving productivity and task management.

Business Value: - Time savings - Improved productivity - Better task tracking

Scheduling (Calendly-like) Use Cases¶

UC-SCHED-001: Create Event Type for Customer Consultations¶

Business Scenario: A sales consultant wants to allow customers to book 30-minute consultation calls directly through a booking link.

Steps: 1. Consultant navigates to Scheduling page 2. Clicks "New Event Type" 3. Fills in event details: - Title: "30-Minute Sales Consultation" - Duration: 30 minutes - Description: "Discuss your business needs and how we can help" - Location: Google Meet (auto-generates link) 4. Configures availability: - Monday-Friday: 9 AM - 5 PM - Timezone: America/New_York 5. Sets booking settings: - Advance notice: 2 hours - Booking window: 60 days ahead - Buffer time: 15 minutes between meetings 6. Saves event type 7. Receives booking link: connectgain.io/schedule/john/consultation 8. Shares link with customers 9. Customer books appointment 10. Consultant receives notification

Expected Outcome: Consultant has a professional booking page where customers can schedule consultations, eliminating back-and-forth emails.

Business Value: - Eliminates scheduling emails - Professional booking experience - Time savings

UC-SCHED-002: Customer Books Appointment via Public Link¶

Business Scenario: A potential customer receives a booking link and wants to schedule a meeting with a sales rep.

Steps: 1. Customer clicks booking link 2. Views event details: - Event: "30-Minute Sales Consultation" - Duration: 30 minutes - Consultant name and photo 3. Views available time slots (calendar view) 4. Selects preferred date: Next Tuesday 5. Sees available times: 10:00 AM, 11:00 AM, 2:00 PM, 3:00 PM 6. Selects time: 2:00 PM 7. Fills in information: - Name: "Jane Doe" - Email: "jane@example.com" - Phone: "+1234567890" - Notes: "Interested in enterprise plan" 8. Confirms booking 9. Receives confirmation email with: - Meeting details - Google Meet link - Calendar invite (.ics file) 10. Consultant receives notification 11. Meeting appears in consultant's calendar

Expected Outcome: Customer easily books appointment, receives confirmation, and both parties have calendar events created automatically.

Business Value: - Easy booking process - Automatic calendar sync - Professional experience

UC-SCHED-003: Integrate with Google Calendar¶

Business Scenario: A consultant uses Google Calendar and wants booking slots to automatically check calendar availability and create events.

Steps: 1. Consultant navigates to Scheduling → Integrations 2. Clicks "Connect Google Calendar" 3. Authorizes ConnectGain access to Google Calendar 4. Selects primary calendar 5. Connection confirmed 6. Creates event type 7. System checks Google Calendar for busy times 8. Available slots exclude: - Existing calendar events - Busy times - All-day events 9. Customer books appointment 10. System creates Google Calendar event: - Title: "30-Minute Sales Consultation - Jane Doe" - Time: Selected slot - Attendees: Consultant + Customer - Google Meet link: Auto-added - Description: Customer notes included 11. Consultant sees event in Google Calendar 12. Customer receives calendar invite

Expected Outcome: Booking system integrates seamlessly with Google Calendar, preventing double-booking and automatically creating events.

Business Value: - No double-booking - Automatic calendar sync - Seamless integration

UC-SCHED-004: Set Different Availability for Different Event Types¶

Business Scenario: A consultant offers both quick 15-minute calls and longer 60-minute consultations. They want different availability for each.

Steps: 1. Consultant creates first event type: "Quick 15-Min Call" 2. Sets availability: - Monday-Friday: 2 PM - 4 PM (quick calls only) 3. Creates second event type: "60-Minute Deep Dive" 4. Sets different availability: - Monday, Wednesday, Friday: 10 AM - 12 PM - Tuesday, Thursday: 2 PM - 4 PM 5. Both event types active 6. Customers see appropriate availability for each 7. Quick calls available in afternoon slots 8. Deep dives available in morning/afternoon slots 9. Consultant manages both schedules 10. Verifies no conflicts

Expected Outcome: Consultant offers different event types with appropriate availability, optimizing their schedule for different meeting types.

Business Value: - Flexible scheduling - Optimized time usage - Better service offerings

UC-SCHED-005: Block Dates for Time Off¶

Business Scenario: A consultant is taking a week off and needs to block those dates so customers can't book appointments.

Steps: 1. Consultant navigates to Scheduling 2. Opens event type settings 3. Goes to "Blocked Dates" section 4. Adds blocked dates: - December 23-27 (Holiday week) 5. Saves blocked dates 6. System removes those dates from availability 7. Customers trying to book see: - Dates unavailable - No time slots shown 8. Consultant returns from time off 9. Removes blocked dates 10. Availability restored

Expected Outcome: Consultant blocks time off dates, preventing bookings during unavailable periods.

Business Value: - Work-life balance - Clear availability - Professional boundaries

UC-SCHED-006: Reschedule Existing Booking¶

Business Scenario: A customer needs to reschedule their appointment due to a conflict.

Steps: 1. Customer receives booking confirmation email 2. Clicks "Reschedule" link in email 3. Views current booking: - Date: Tuesday, 2:00 PM - Event: 30-Minute Consultation 4. Views new available slots 5. Selects new date: Thursday 6. Selects new time: 3:00 PM 7. Confirms reschedule 8. Old booking cancelled 9. New booking created 10. Consultant receives reschedule notification 11. Google Calendar event updated automatically 12. Both parties receive updated calendar invites

Expected Outcome: Customer easily reschedules appointment, and both parties receive updated calendar events automatically.

Business Value: - Easy rescheduling - Automatic updates - Better customer experience

UC-SCHED-007: Cancel Booking¶

Business Scenario: A customer needs to cancel their appointment.

Steps: 1. Customer opens booking confirmation email 2. Clicks "Cancel Booking" link 3. Confirms cancellation 4. Booking status changes to "Cancelled" 5. Time slot becomes available again 6. Consultant receives cancellation notification 7. Google Calendar event removed/cancelled 8. Customer receives cancellation confirmation 9. Consultant can see cancelled bookings in history 10. Slot available for other customers

Expected Outcome: Booking is cancelled smoothly, time slot freed up, and both parties notified appropriately.

Business Value: - Easy cancellation - Slot availability - Clear communication

UC-SCHED-008: Customize Booking Page Branding¶

Business Scenario: A company wants their booking pages to match their brand colors and include their logo.

Steps: 1. Admin opens event type settings 2. Navigates to "Branding" tab 3. Uploads company logo 4. Sets theme colors: - Primary: Company blue (#0066CC) - Secondary: Company gray (#666666) 5. Uploads banner image (optional) 6. Customizes confirmation message 7. Saves branding 8. Views preview of booking page 9. Verifies branding applied 10. Shares booking link 11. Customers see branded booking page 12. Professional brand experience

Expected Outcome: Booking pages reflect company branding, providing consistent brand experience to customers.

Business Value: - Brand consistency - Professional appearance - Brand recognition

Campaigns & Broadcast Use Cases¶

UC-CAMP-001: Send SMS Campaign to All Contacts¶

Business Scenario: A retail business wants to send a promotional SMS to all customers announcing a flash sale.

Steps: 1. Marketing manager navigates to Broadcast page 2. Clicks "Create Campaign" 3. Selects campaign type: SMS 4. Selects SMS channel account 5. Composes message: - Text: "Flash Sale! 50% off all items today only. Use code FLASH50. Shop now: [link]" - Character count: 98/160 (within limit) 6. Configures targeting: - Target: All Contacts - Recipient count: 1,250 contacts 7. Sets scheduling: - Send: Immediately 8. Reviews preview 9. Confirms campaign 10. Campaign starts sending 11. Monitors delivery status: - Sent: 1,250 - Delivered: 1,245 - Failed: 5 12. Reviews campaign analytics

Expected Outcome: SMS campaign is sent to all contacts, reaching customers instantly with promotional message.

Business Value: - Instant customer reach - High open rates (SMS) - Direct communication

UC-CAMP-002: Send WhatsApp Campaign to Tagged Contacts¶

Business Scenario: A business wants to send a WhatsApp message only to contacts tagged as "VIP Customers" with a special offer.

Steps: 1. Marketing manager creates campaign 2. Selects campaign type: WhatsApp Lite 3. Selects WhatsApp channel 4. Composes message: - Text: "Exclusive VIP Offer! 30% off your next purchase. Valid until [date]. Use code VIP30" - Includes image: Special offer graphic 5. Configures targeting: - Target: By Tags - Selected tags: "VIP Customers" - Recipient count: 85 contacts 6. Sets scheduling: - Send: Schedule for Later - Date: Tomorrow, 10:00 AM - Timezone: Organization timezone 7. Saves campaign 8. Campaign scheduled 9. Campaign sends at scheduled time 10. Monitors delivery: - Sent: 85 - Delivered: 83 - Read: 78 11. Tracks engagement

Expected Outcome: VIP customers receive exclusive WhatsApp offer, maintaining personalized communication with high-value customers.

Business Value: - Targeted messaging - VIP customer engagement - Higher conversion rates

UC-CAMP-003: Send Email Campaign with Personalization¶

Business Scenario: A company wants to send a personalized email newsletter to all contacts with variable substitution for names and companies.

Steps: 1. Marketing manager creates campaign 2. Selects campaign type: Email 3. Selects email channel account 4. Composes email: - Subject: "Hello {{first_name}}, Monthly Newsletter" - Body: HTML email with: - Personalized greeting: "Hi {{first_name}}," - Company mention: "We noticed you're with {{company}}" - Personalized content based on contact data 5. Includes images and formatting 6. Configures targeting: - Target: All Contacts - Recipient count: 2,500 contacts 7. Sets scheduling: - Send: Schedule for Later - Date: First of month, 9:00 AM 8. Reviews email preview with sample data 9. Confirms campaign 10. Campaign sends at scheduled time 11. Each recipient receives personalized email 12. Tracks: - Sent: 2,500 - Delivered: 2,485 - Opened: 1,250 (50% open rate) - Clicked: 375 (15% click rate)

Expected Outcome: Personalized email campaign is sent to all contacts, improving engagement through personalization.

Business Value: - Personalization improves engagement - Higher open and click rates - Better campaign performance

UC-CAMP-004: Target Specific Individual Contacts¶

Business Scenario: A sales manager wants to send a follow-up message to 10 specific high-value prospects who attended a webinar.

Steps: 1. Sales manager creates campaign 2. Selects campaign type: WhatsApp Business 3. Selects WhatsApp Business channel 4. Composes message: - Uses approved WhatsApp template - Template: "webinar_followup" - Variables: {{name}}, {{company}} 5. Configures targeting: - Target: Individual Contacts - Selects 10 specific contacts from list - Recipient preview shows all 10 contacts 6. Sets scheduling: - Send: Immediately 7. Reviews each contact in preview 8. Confirms campaign 9. Campaign sends to 10 contacts 10. Monitors delivery: - Sent: 10 - Delivered: 10 - Read: 9 11. Tracks responses

Expected Outcome: Targeted message is sent to specific high-value prospects, enabling personalized follow-up.

Business Value: - Targeted outreach - High-value prospect engagement - Personalized communication

UC-CAMP-005: Schedule Campaign for Optimal Time¶

Business Scenario: A business wants to send a campaign at the optimal time when their audience is most likely to engage (Tuesday, 10 AM).

Steps: 1. Marketing manager creates campaign 2. Composes message content 3. Configures targeting 4. Sets scheduling: - Send: Schedule for Later - Date: Next Tuesday - Time: 10:00 AM - Timezone: Organization timezone (matches audience) 5. Saves campaign 6. Campaign status: "Scheduled" 7. Campaign appears in scheduled campaigns list 8. On Tuesday at 10 AM: - Campaign automatically starts - Status changes to "Sending" 9. Monitors real-time sending progress 10. Campaign completes 11. Status: "Completed" 12. Reviews performance metrics

Expected Outcome: Campaign is scheduled and sent at optimal time, maximizing engagement and open rates.

Business Value: - Optimal timing - Better engagement rates - Strategic campaign execution

UC-CAMP-006: Track Campaign Performance¶

Business Scenario: A marketing manager wants to analyze campaign performance to understand what works and optimize future campaigns.

Steps: 1. Marketing manager opens Broadcast page 2. Views campaign list 3. Selects completed campaign 4. Reviews campaign analytics: - Delivery Stats: - Sent: 1,000 - Delivered: 985 - Failed: 15 - Delivery rate: 98.5% - Engagement (WhatsApp): - Read: 750 - Read rate: 76.1% - Engagement (Email): - Opened: 450 - Clicked: 120 - Open rate: 45% - Click rate: 12% - Cost Analysis: - SMS cost: $0.05 per message - Total cost: $50 - Cost per delivery: $0.051 5. Compares to previous campaigns 6. Identifies best-performing: - Message content - Send times - Target segments 7. Applies insights to next campaign 8. Improves future performance

Expected Outcome: Marketing manager gains insights into campaign performance, enabling data-driven optimization of future campaigns.

Business Value: - Data-driven decisions - Campaign optimization - Improved ROI

UC-CAMP-007: Send Multi-Channel Campaign¶

Business Scenario: A business wants to send the same promotional message via both SMS and WhatsApp to maximize reach.

Steps: 1. Marketing manager creates first campaign 2. Campaign type: SMS 3. Composes SMS message (160 characters) 4. Targets all contacts 5. Schedules for 10 AM 6. Creates second campaign 7. Campaign type: WhatsApp Lite 8. Composes WhatsApp message (same content, can be longer) 9. Includes image 10. Targets same contacts 11. Schedules for 10:15 AM (15 minutes after SMS) 12. Both campaigns scheduled 13. SMS sends first at 10 AM 14. WhatsApp sends at 10:15 AM 15. Customers receive both messages 16. Tracks engagement across both channels 17. Compares performance: - SMS: Higher delivery, lower engagement - WhatsApp: Higher engagement, richer content

Expected Outcome: Multi-channel campaign reaches customers through multiple touchpoints, maximizing message visibility and engagement.

Business Value: - Maximum reach - Multi-channel engagement - Better campaign coverage

UC-CAMP-008: Use WhatsApp Business Templates¶

Business Scenario: A business wants to send a WhatsApp campaign using an approved WhatsApp Business template for compliance.

Steps: 1. Marketing manager creates campaign 2. Selects campaign type: WhatsApp Business 3. Selects WhatsApp Business channel account 4. Chooses "Use Template" option 5. Browses approved templates: - Selects: "promotional_offer" 6. Fills template variables: - {{1}}: Customer name - {{2}}: Discount percentage - {{3}}: Expiry date 7. Previews template with sample data 8. Configures targeting 9. Sets scheduling 10. Confirms campaign 11. Campaign sends using approved template 12. All messages comply with WhatsApp Business policies 13. High delivery rate (template messages prioritized) 14. Tracks template message performance

Expected Outcome: Campaign uses approved WhatsApp Business template, ensuring compliance and high delivery rates.

Business Value: - Policy compliance - Higher delivery rates - Professional messaging

UC-CAMP-009: Segment Campaign by Contact Tags¶

Business Scenario: A business wants to send different messages to different customer segments based on their interests and behavior.

Steps: 1. Marketing manager creates campaign for "Enterprise Customers" 2. Selects campaign type: Email 3. Composes enterprise-focused message 4. Targets: By Tags - Tags: "Enterprise", "High-Value" - Recipient count: 150 5. Schedules campaign 6. Creates second campaign for "Small Business" 7. Composes SMB-focused message 8. Targets: By Tags - Tags: "Small Business", "SMB" - Recipient count: 500 9. Schedules campaign 10. Both campaigns send to appropriate segments 11. Each segment receives relevant messaging 12. Tracks segment-specific performance 13. Compares engagement rates: - Enterprise: 60% open rate - SMB: 45% open rate 14. Optimizes messaging per segment

Expected Outcome: Segmented campaigns deliver relevant messages to each customer group, improving engagement and conversion rates.

Business Value: - Targeted messaging - Higher engagement - Better conversion rates

UC-CAMP-010: Link Shortening for SMS Campaigns¶

Business Scenario: A business wants to include a link in an SMS campaign but needs to save characters and track clicks.

Steps: 1. Marketing manager creates SMS campaign 2. Composes message with long URL: - "Check out our sale: https://example.com/sale/flash-sale-2024" 3. Enables "Shorten Links" option 4. System shortens URL: - Original: 45 characters - Shortened: 20 characters - Saves: 25 characters 5. Message fits within 160-character limit 6. Campaign sends with shortened link 7. Customers receive SMS with short link 8. System tracks link clicks: - Total clicks: 250 - Unique clicks: 200 - Click-through rate: 20% 9. Analytics show: - Which contacts clicked - Click timestamps - Device information 10. Marketing manager reviews click analytics

Expected Outcome: SMS campaign uses shortened links, saving characters and providing click tracking analytics.

Business Value: - Character savings - Click tracking - Campaign analytics

Analytics & Dashboard Use Cases¶

UC-ANALYTICS-001: Monitor Weekly Team Performance¶

Business Scenario: A sales manager needs to review weekly team performance metrics to identify areas for improvement and recognize top performers.

Steps: 1. Manager navigates to Analytics page 2. Selects time range: "Last 7 days" 3. Reviews overview metrics: - Total Messages: 1,250 (+12.5% vs previous week) - Average Response Time: 2.5 hours (-5.2% improvement) - SLA Compliance: 95.5% (+2.1% improvement) - Total Contacts: 5,420 (+8.3% growth) 4. Switches to Inbox tab: - Reviews average response time: 2.5 hours - Checks SLA compliance: 95.5% - Identifies resolved conversations: 450 - Notes unassigned messages: 12 - Reviews overdue conversations: 5 5. Switches to Deals tab: - Reviews active deals: 125 - Checks pipeline value: $2,500,000 - Analyzes conversion rate: 25.5% - Reviews stage distribution 6. Switches to Performance tab: - Reviews task completion: 85% (340/400 tasks) - Checks overall performance score: A- 7. Compares metrics with previous period 8. Exports report for team meeting

Expected Outcome: Manager has comprehensive weekly performance data with period-over-period comparisons, enabling data-driven decisions and team feedback.

Business Value: - Identifies performance trends - Enables data-driven management - Improves team accountability - Supports strategic planning

UC-ANALYTICS-002: Track Monthly Business Metrics for Executive Review¶

Business Scenario: An executive needs monthly business metrics for a board meeting presentation.

Steps: 1. Executive navigates to Analytics page 2. Selects time range: "Last 30 days" 3. Reviews all key metrics across tabs 4. Notes period comparisons: - Message volume trends - Response time improvements - Contact growth rate - Deal conversion metrics 5. Takes screenshots of key metrics 6. Exports data to CSV for further analysis 7. Prepares presentation slides with insights 8. Shares dashboard link with board members

Expected Outcome: Executive has all necessary metrics and insights for board presentation, demonstrating business growth and operational efficiency.

Business Value: - Executive visibility into operations - Data-driven decision making - Stakeholder transparency - Performance accountability

Business Scenario: A sales director wants to track high-value deals (>$10,000) as a custom metric on the dashboard.

Steps: 1. User navigates to Dashboard page 2. Clicks "Add Widget" button 3. Selects "Custom Widget" option 4. Configures widget: - Title: "High-Value Deals" - Query: SELECT COUNT(*) FROM deals WHERE value > 10000 AND status = 'OPEN' - Aggregation: COUNT - Format: Number 5. Sets widget position: 5th widget 6. Saves widget 7. Verifies widget appears on dashboard 8. Checks widget updates in real-time 9. Monitors metric daily

Expected Outcome: Custom metric widget displays count of high-value deals, updating automatically as deals are created or updated.

Business Value: - Custom business metric tracking - Real-time visibility - Focus on high-value opportunities - Data-driven sales strategy

UC-DASHBOARD-002: Monitor Daily Performance with Dashboard Widgets¶

Business Scenario: A team lead wants to monitor daily team performance using dashboard widgets.

Steps: 1. Team lead opens Dashboard 2. Sets date range to "Today" 3. Reviews widget metrics: - Incoming Messages: 42 (target: < 50) - Ongoing Conversations: 28 - Unanswered Conversations: 3 (needs attention) - Median Reply Time: 1.5 hours - Longest Awaiting Reply: 4 hours (urgent) 4. Checks Sales & Deals widgets: - Won Leads: 5 deals, $125,000 - Active Leads: 45 deals - Active Deals: $850,000 pipeline value 5. Reviews Tasks & Contacts widgets: - Tasks Overview: 12 completed, 3 overdue - Total Contacts: 5,420 - Total Companies: 1,250 6. Checks 4-Week Performance Overview chart 7. Reviews Recent Activity Feed for latest events 8. Takes action on overdue conversations 9. Assigns tasks based on insights

Expected Outcome: Team lead has real-time visibility into daily performance and can quickly identify areas needing attention.

Business Value: - Real-time performance monitoring - Quick issue identification - Proactive management - Improved team efficiency

Bot Flows Use Cases¶

UC-BOTFLOWS-001: Create Welcome Bot Flow for New Conversations¶

Business Scenario: A business wants to automatically welcome new customers and route them to appropriate departments based on their inquiry.

Steps: 1. Admin navigates to Bot Flows page 2. Clicks "Create Flow" 3. Names flow: "Welcome & Routing Flow" 4. Adds Start Node (trigger: message.received) 5. Adds Send Message Node: - Message: "Hello! Welcome to {{company_name}}. How can we help you today?" 6. Adds Collect Input Node: - Prompt: "Please describe what you need help with" - Input type: Text - Variable name: user_inquiry 7. Adds Condition Node: - Condition: user_inquiry contains "order" OR "purchase" - True branch: Sales flow - False branch: Continue to next condition 8. Adds Condition Node: - Condition: user_inquiry contains "support" OR "help" OR "issue" - True branch: Support flow - False branch: General inquiry 9. For Sales branch: - Adds Send Message Node: "Great! Let me connect you with our sales team." - Adds Assign Conversation Node: Assign to Sales team 10. For Support branch: - Adds Send Message Node: "I'll connect you with our support team." - Adds Assign Conversation Node: Assign to Support team 11. For General branch: - Adds Send Message Node: "A team member will assist you shortly." - Adds Handoff Node: Transfer to human agent 12. Publishes flow 13. Tests flow with sample messages 14. Verifies flow executes correctly

Expected Outcome: New conversations automatically receive welcome message, collect inquiry information, and route to appropriate team based on keywords.

Business Value: - Improved first response time - Automatic routing - Better customer experience - Reduced manual workload

UC-BOTFLOWS-002: Create FAQ Bot Flow with AI Responses¶

Business Scenario: A business wants to automate responses to common questions using AI, while escalating complex queries to human agents.

Steps: 1. Admin creates new flow: "FAQ Bot Flow" 2. Adds Start Node (trigger: message.received) 3. Adds Send Message Node: "Hi! I'm here to help. What would you like to know?" 4. Adds Collect Input Node: Collects user question in variable user_question 5. Adds AI Response Node: - Model: Gemini 2.5 Flash (the platform LLM; via Lovable Gateway or BYOK Gemini) - Prompt template: "You are a helpful customer service assistant. Answer this question about our products: {{user_question}}. Keep responses under 200 words." - Temperature: 0.7 - Max tokens: 300 6. Adds Condition Node: - Condition: AI response confidence > 0.8 - True branch: Send AI response - False branch: Handoff to human 7. For AI response branch: - Adds Send Message Node: Sends AI-generated response - Adds Collect Input Node: "Was this helpful? Type 'yes' or 'no'" - Adds Condition Node: If "no", handoff to human 8. For handoff branch: - Adds Send Message Node: "Let me connect you with a team member." - Adds Handoff Node: Transfer to human agent 9. Publishes flow 10. Tests with various FAQ questions 11. Monitors AI response quality 12. Adjusts prompt template based on feedback

Expected Outcome: Bot automatically answers common questions using AI, while seamlessly transferring complex queries to human agents when needed.

Business Value: - 24/7 automated support - Reduced support workload - Faster response times - Improved customer satisfaction

UC-BOTFLOWS-003: Create Lead Qualification Flow¶

Business Scenario: A sales team wants to automatically qualify leads through a structured conversation flow, collecting information and creating deals.

Steps: 1. Admin creates flow: "Lead Qualification Flow" 2. Adds Start Node (trigger: message.received AND contact has tag "lead") 3. Adds Send Message Node: "Hi {{contact.first_name}}! I'd like to learn more about your needs. Can you tell me about your company?" 4. Adds Collect Input Node: Collects company name → company_name 5. Adds Send Message Node: "What industry are you in?" 6. Adds Collect Input Node: Collects industry → industry 7. Adds Send Message Node: "What's your approximate budget for this project?" 8. Adds Collect Input Node: Collects budget → budget (number input) 9. Adds Send Message Node: "When are you looking to get started?" 10. Adds Collect Input Node: Collects timeline → timeline (date input) 11. Adds Condition Node: - Condition: budget > 10000 AND timeline < 90 days - True branch: Hot lead - False branch: Warm lead 12. For Hot lead: - Adds Send Message Node: "Great! You're a perfect fit. Let me connect you with our sales team." - Adds Create Deal Node: - Title: "{{company_name}} - {{industry}}" - Value: budget - Stage: "Qualified" - Priority: HIGH - Adds Add Tag Node: Add tag "hot_lead" - Adds Assign Conversation Node: Assign to senior sales rep 13. For Warm lead: - Adds Send Message Node: "Thanks for the information! A team member will follow up soon." - Adds Create Deal Node: Lower priority deal - Adds Add Tag Node: Add tag "warm_lead" 14. Publishes flow 15. Tests with sample lead conversations 16. Verifies deals created automatically

Expected Outcome: Leads are automatically qualified through structured conversation, with deals created and assigned based on qualification criteria.

Business Value: - Automated lead qualification - Consistent qualification process - Automatic deal creation - Improved lead conversion

Contact Management Use Cases¶

UC-CONTACTS-001: Import 5,000 Contacts from CSV¶

Business Scenario: A company wants to migrate their existing customer database from Excel to ConnectGain.

Steps: 1. Admin navigates to Contacts page 2. Clicks "Import" button 3. Selects CSV file with 5,000 contacts 4. Reviews column mapping: - First Name → first_name - Last Name → last_name - Email → emails - Phone → phones - Company → company_name - Tags → tags 5. Configures duplicate handling: Merge duplicates by email 6. Reviews import preview (first 10 rows) 7. Starts import process 8. Monitors import progress (progress bar) 9. Reviews import results: - Successfully imported: 4,850 - Duplicates merged: 100 - Errors: 50 10. Downloads error report 11. Fixes errors in CSV 12. Re-imports failed contacts 13. Verifies all contacts in contact list 14. Checks auto-tagging by country (if enabled)

Expected Outcome: 5,000 contacts successfully imported with proper field mapping, duplicates handled, and errors resolved.

Business Value: - Rapid database migration - Data consolidation - Time savings - Improved data quality

UC-CONTACTS-002: Find Contact by Phone Number During Customer Call¶

Business Scenario: A customer calls, and an agent needs to quickly find their contact record to view history and provide personalized service.

Steps: 1. Agent receives phone call 2. Customer provides phone number: +1-234-567-8900 3. Agent navigates to Contacts page 4. Enters phone number in search: "2345678900" (various formats work) 5. Search returns matching contact instantly 6. Agent clicks on contact 7. Views contact details: - Full name, email, company - All phone numbers - Communication history - Related deals - Related tasks - Notes timeline 8. Reviews recent conversation history 9. Checks open deals 10. Provides personalized service based on history 11. Updates contact notes with call details

Expected Outcome: Agent finds contact instantly by phone number and accesses complete history for personalized service.

Business Value: - Faster customer service - Personalized interactions - Complete context - Improved customer satisfaction

UC-CONTACTS-003: Tag Contacts for Targeted Campaign¶

Business Scenario: Marketing team wants to send a campaign to VIP customers (deals > $10,000) only.

Steps: 1. Marketing manager navigates to Contacts page 2. Applies filter: "Open Deals" = "10+ deals" 3. Reviews filtered contacts (shows contacts with high-value deals) 4. Selects all filtered contacts (bulk selection) 5. Clicks "Bulk Actions" → "Add Tags" 6. Adds tag: "VIP Customer" 7. Confirms tag assignment 8. Verifies all contacts tagged 9. Navigates to Campaigns page 10. Creates new campaign 11. Selects target: "Tag: VIP Customer" 12. Reviews recipient preview (shows all VIP customers) 13. Composes campaign message 14. Sends campaign to VIP customers only

Expected Outcome: VIP customers tagged and targeted campaign sent only to high-value customers.

Business Value: - Targeted marketing - Higher campaign ROI - Customer segmentation - Personalized messaging

UC-CONTACTS-004: Merge Duplicate Contacts¶

Business Scenario: System has duplicate contact entries that need to be merged into a single record.

Steps: 1. Admin navigates to Contacts page 2. Clicks "Find Duplicates" option 3. System scans and identifies duplicate contacts: - Contact A: "John Doe", +1234567890, john@example.com - Contact B: "John Doe", +1234567890, john.doe@example.com 4. Admin reviews duplicate suggestions 5. Selects contacts to merge: Contact A and Contact B 6. Chooses primary contact: Contact A 7. Reviews merge preview: - Primary: Contact A - Merged data: All phone numbers, emails, notes, deals, tasks 8. Confirms merge 9. Verifies merged contact has all data: - Both phone numbers preserved - Both email addresses preserved - All deals linked - All tasks linked - All notes preserved 10. Verifies duplicate contact deleted

Expected Outcome: Duplicate contacts merged into single record with all data preserved and relationships maintained.

Business Value: - Clean database - No data loss - Improved data quality - Better reporting accuracy

Company Management Use Cases¶

UC-COMPANIES-001: Import Companies from HubSpot¶

Business Scenario: A B2B company wants to migrate 1,000 companies from HubSpot to ConnectGain.

Steps: 1. Admin navigates to Companies page 2. Clicks "Import" → "Import from HubSpot" 3. Authenticates with HubSpot OAuth 4. Selects companies to import (1,000 companies) 5. Maps HubSpot fields to ConnectGain fields: - Company Name → name - Industry → industry - Website → website - Address → address fields - Phone → phones - Annual Revenue → annual_revenue 6. Reviews import preview 7. Configures duplicate handling: Merge by company name 8. Starts import process 9. Monitors import progress 10. Reviews import results: - Successfully imported: 950 - Duplicates merged: 30 - Errors: 20 11. Fixes errors and re-imports 12. Verifies all companies imported 13. Links contacts to companies 14. Creates deals linked to companies

Expected Outcome: 1,000 companies successfully imported from HubSpot with proper field mapping and relationships maintained.

Business Value: - Seamless CRM migration - Data preservation - Relationship maintenance - Time savings

UC-COMPANIES-002: Find Companies by Country for Regional Sales¶

Business Scenario: Sales team wants to find all companies in a specific country for regional outreach.

Steps: 1. Sales manager navigates to Companies page 2. Opens country filter dropdown 3. Selects country: "United States" 4. Views filtered companies (only US companies shown) 5. Reviews company list: - Company cards with key info - Industry tags - Website links - Contact counts 6. Switches to table view for detailed comparison 7. Exports filtered list to CSV 8. Uses list for targeted sales campaign 9. Creates deals for selected companies

Expected Outcome: All companies in selected country displayed and exported for regional sales activities.

Business Value: - Geographic segmentation - Targeted sales - Regional analysis - Export capabilities

UC-COMPANIES-003: Create Company and Deal Simultaneously¶

Business Scenario: Sales rep discovers a new company and wants to create both company record and initial deal in one action.

Steps: 1. Sales rep navigates to Companies page 2. Clicks "Add Company" 3. Fills company information: - Name: "Acme Corporation" - Industry: "Technology" - Website: "https://acme.com" - Country: "United States" - Address: Complete address 4. Checks "Create Deal" option 5. Fills deal information: - Deal Title: "Acme Corporation - Initial Engagement" - Contact: Selects or creates contact - Pipeline: "Sales Pipeline" - Stage: "Lead" - Value: $50,000 6. Saves company and deal 7. Verifies both created: - Company appears in companies list - Deal appears in deals pipeline - Deal linked to company - Contact linked to company

Expected Outcome: Company and deal created simultaneously with proper relationships established.

Business Value: - Faster data entry - Relationship establishment - Workflow efficiency - Complete records

Template Management Use Cases¶

UC-TEMPLATES-001: Create WhatsApp Template with Variables¶

Business Scenario: A business wants to create a personalized welcome template for WhatsApp campaigns.

Steps: 1. Admin navigates to Templates page 2. Clicks "Create Template" 3. Enters template name: "Welcome Message" 4. Selects category: GENERAL 5. Selects channel: WhatsApp 6. Configures template components: - Header: "Welcome to {{company_name}}!" - Body: "Hello {{name}}, thank you for joining us! We're excited to have you. Your account is ready to use." - Footer: "Thank you for choosing us" - Buttons: - "Get Started" (call-to-action) - "Learn More" (URL button) 7. Adds variables: - {{name}} - Contact first name - {{company_name}} - Company name 8. Previews template with sample data 9. Submits template for approval 10. Waits for WhatsApp approval 11. Uses template in campaigns after approval 12. Tracks template usage and performance

Expected Outcome: WhatsApp template created with variables, approved by WhatsApp, and available for use in campaigns.

Business Value: - Consistent messaging - Personalization at scale - WhatsApp compliance - Professional communication

UC-TEMPLATES-002: Create Quick Reply Template for Support¶

Business Scenario: Support team wants quick reply templates for common customer questions.

Steps: 1. Support manager navigates to Templates page 2. Clicks "Create Template" 3. Enters template name: "Order Status Inquiry" 4. Selects category: QUICK_REPLY 5. Enters message: "Hi {{name}}! I'll check your order status right away. Your order number is {{order_number}}. I'll get back to you within 5 minutes." 6. Adds variables: {{name}}, {{order_number}} 7. Saves template 8. Creates additional quick reply templates: - "Refund Request" - "Product Information" - "Technical Support" 9. Goes to Settings → Quick Replies 10. Adds templates to quick replies 11. Tests in inbox conversation: - Types "/" to open quick replies - Selects template - Variables auto-filled - Sends message

Expected Outcome: Quick reply templates available in inbox for fast, consistent customer responses.

Business Value: - Faster response times - Consistent messaging - Reduced typing - Improved efficiency

UC-TEMPLATES-003: Test Template Before Campaign Send¶

Business Scenario: Marketing manager wants to test a template before sending to 10,000 contacts.

Steps: 1. Marketing manager creates new template 2. Configures template with variables 3. Clicks "Send Test" button 4. Enters test phone number: Own phone number 5. Fills test variables: - name: "John" - company: "Acme Inc" 6. Sends test message 7. Receives test message on phone 8. Reviews message: - Formatting correct - Variables substituted correctly - Buttons working - Links functional 9. Makes adjustments if needed 10. Sends another test 11. Approves template after testing 12. Uses template in campaign

Expected Outcome: Template tested and verified before campaign send, ensuring quality and correctness.

Business Value: - Quality assurance - Error prevention - Professional messaging - Campaign success

Project Management Use Cases¶

UC-PROJECTS-001: Create Project with Milestones and Deliverables¶

Business Scenario: A project manager wants to track a client project with clear milestones and deliverables.

Steps: 1. Project manager navigates to Projects page 2. Clicks "New Project" 3. Fills project details: - Name: "Website Redesign" - Description: "Complete website redesign for Acme Corp" - Type: DELIVERY - Start Date: January 15, 2025 - End Date: April 15, 2025 - Budget: $50,000 - Customer Contact: Links to Acme Corp contact 4. Saves project 5. Adds milestones: - Milestone 1: "Design Phase" (Due: February 1) - Milestone 2: "Development Phase" (Due: March 15) - Milestone 3: "Testing Phase" (Due: April 1) - Milestone 4: "Launch" (Due: April 15) 6. Adds deliverables for each milestone: - Design Phase: "Homepage Mockup", "Product Page Design" - Development Phase: "Frontend Development", "Backend Integration" - Testing Phase: "QA Testing", "Performance Testing" - Launch: "Production Deployment", "Documentation" 7. Assigns team members to project 8. Views project in timeline view 9. Tracks progress as milestones complete

Expected Outcome: Project created with structured milestones and deliverables, enabling clear tracking and client visibility.

Business Value: - Clear project structure - Progress tracking - Client transparency - Team alignment

Business Scenario: A business wants to share project progress with a client without requiring them to log in.

Steps: 1. Project manager opens project details 2. Clicks "Share" button 3. Generates public sharing token 4. Copies public URL: https://connectgain.com/projects/public/[token] 5. Shares URL with client via email 6. Client opens URL (no login required) 7. Client views public timeline: - Project timeline visualization - All milestones visible - Deliverables listed - Progress indicators - Status updates 8. Client can see: - Completed milestones (green checkmarks) - Upcoming milestones (scheduled dates) - Deliverable status - Overall progress percentage 9. Project manager updates project status 10. Client sees updates in real-time

Expected Outcome: Client can view project timeline publicly without login, improving transparency and communication.

Business Value: - Client transparency - Reduced support requests - Professional presentation - Real-time updates

UC-PROJECTS-003: Track Project Progress with Timeline View¶

Business Scenario: Project manager wants to visualize all projects and their timelines in a Gantt-style view.

Steps: 1. Project manager navigates to Projects page 2. Switches to Timeline View 3. Views all projects on timeline: - Projects displayed as horizontal bars - Start and end dates visible - Milestone markers shown - Deliverable markers shown 4. Identifies project overlaps 5. Checks resource allocation 6. Reviews milestone dates 7. Zooms in/out on timeline 8. Filters by project status 9. Exports timeline view 10. Uses timeline for resource planning

Expected Outcome: Visual timeline showing all projects, milestones, and deliverables for comprehensive project oversight.

Business Value: - Visual project management - Resource planning - Timeline optimization - Overlap identification

Support Tickets Use Cases¶

UC-SUPPORT-001: Create Support Ticket with SLA Tracking¶

Business Scenario: A customer reports an issue, and support agent creates a ticket with SLA tracking.

Steps: 1. Support agent receives customer issue report 2. Navigates to Support Project 3. Clicks "Create Ticket" 4. Fills ticket details: - Title: "Login Issue" - Description: "Customer cannot login to account. Error message: 'Invalid credentials'" - Priority: HIGH - Customer Contact: Links to customer contact 5. Assigns ticket to support agent 6. Saves ticket 7. System generates ticket number: "CUS-001" (based on project prefix) 8. SLA tracking begins: - Response time: 4 hours (business hours) - Resolution time: 24 hours (business hours) 9. Agent works on ticket 10. Updates ticket status: IN_PROGRESS 11. Provides solution to customer 12. Updates ticket status: RESOLVED 13. Adds resolution notes 14. Customer confirms resolution 15. Closes ticket 16. System records SLA compliance

Expected Outcome: Support ticket created with automatic numbering and SLA tracking, ensuring timely resolution.

Business Value: - Structured support process - SLA compliance - Customer satisfaction - Performance tracking

UC-SUPPORT-002: Configure SLA for Support Project¶

Business Scenario: Admin wants to configure SLA requirements for a support project.

Steps: 1. Admin navigates to Support Project settings 2. Opens SLA Configuration 3. Configures SLA settings: - Response Time: 4 hours - Resolution Time: 24 hours - Business Hours Only: Yes - Business Hours Start: 9:00 AM - Business Hours End: 5:00 PM - Business Days: Monday, Tuesday, Wednesday, Thursday, Friday 4. Saves SLA configuration 5. Creates test ticket 6. Verifies SLA tracking: - Response deadline calculated correctly - Resolution deadline calculated correctly - Business hours respected - Weekend/holiday exclusion 7. Monitors SLA compliance dashboard 8. Reviews SLA violation reports

Expected Outcome: SLA configured and tracking correctly for all support tickets, ensuring service level compliance.

Business Value: - Service level management - Customer expectations - Performance standards - Compliance tracking

UC-SUPPORT-003: Track SLA Compliance Across Team¶

Business Scenario: Support manager wants to monitor SLA compliance across the support team.

Steps: 1. Support manager navigates to Support Project 2. Views ticket list with SLA indicators 3. Filters by SLA status: - On track (green) - At risk (yellow) - Violated (red) 4. Reviews overdue tickets 5. Checks response times: - Average response time: 2.5 hours (target: 4 hours) - Compliance rate: 95% 6. Checks resolution times: - Average resolution time: 18 hours (target: 24 hours) - Compliance rate: 92% 7. Identifies tickets at risk 8. Reassigns tickets if needed 9. Provides team feedback 10. Exports SLA compliance report

Expected Outcome: Support manager has visibility into SLA compliance and can take proactive action to maintain service levels.

Business Value: - SLA monitoring - Proactive management - Team performance - Customer satisfaction

Attendance Tracking Use Cases¶

UC-ATTENDANCE-001: Monitor Online Agents in Real-Time¶

Business Scenario: A manager wants to see which agents are currently online and available for customer support.

Steps: 1. Manager navigates to Attendance page (Admin/Owner only) 2. Views Online Agents Panel on left: - Sees all online agents listed - Online count badge: "5 agents online" - Agent names and avatars displayed - Green status indicators - Last seen timestamps 3. Real-time updates: - Agent logs in → appears in online list - Agent logs out → removed from online list - Updates every 60 seconds automatically 4. Checks agent availability: - Reviews who's available - Sees last activity times - Identifies agents for assignment 5. Uses information for: - Conversation assignment - Task distribution - Workload balancing

Expected Outcome: Manager has real-time visibility into online agents for effective team management and workload distribution.

Business Value: - Real-time team visibility - Efficient assignment - Workload balancing - Team management

UC-ATTENDANCE-002: Review Attendance History for Payroll¶

Business Scenario: HR manager needs attendance records for payroll processing.

Steps: 1. HR manager navigates to Attendance page 2. Views Attendance History Table on right 3. Applies filters: - Date Range: "Last 30 days" - Status: "Completed" (clocked out) 4. Reviews attendance records: - Agent name and email - Clock in time - Clock out time - Hours worked (calculated) - Status: COMPLETED 5. Exports attendance data to CSV 6. Calculates total hours per agent 7. Reviews for anomalies: - Missing clock outs - Unusual hours - Overtime hours 8. Uses data for payroll processing 9. Generates attendance report

Expected Outcome: Complete attendance history exported for payroll processing with accurate hours worked calculations.

Business Value: - Accurate payroll - Compliance - Attendance tracking - HR reporting

UC-ATTENDANCE-003: Track Active Sessions and Hours Worked¶

Business Scenario: Manager wants to identify agents with active sessions (clocked in but not clocked out).

Steps: 1. Manager navigates to Attendance page 2. Filters attendance history: - Status: "Active" 3. Views active sessions: - Agents currently clocked in - Clock in time displayed - No clock out time (active session) - Hours worked: Calculated from clock in to now 4. Identifies long sessions: - Sessions > 8 hours - Potential forgotten clock outs 5. Contacts agents to verify: - Confirms they're still working - Reminds to clock out when done 6. Reviews patterns: - Frequent active sessions - Agents forgetting to clock out 7. Provides training if needed 8. Monitors compliance

Expected Outcome: Manager identifies active sessions and ensures accurate attendance tracking.

Business Value: - Accurate time tracking - Compliance monitoring - Team management - Payroll accuracy

Channel Management Use Cases¶

UC-CHANNELS-001: Connect WhatsApp Lite Channel¶

Business Scenario: A business wants to connect WhatsApp Lite channel for customer communication.

Steps: 1. Admin navigates to Settings → Channels 2. Clicks "Add Channel" 3. Selects channel type: "WhatsApp Lite" 4. Enters channel name: "Sales WhatsApp" 5. Configures channel settings: - Sender ID: Company phone number - Phone Number: +1234567890 6. Initiates QR code authentication 7. Scans QR code with WhatsApp mobile app 8. Verifies connection status: "Connected" 9. Activates channel 10. Tests channel: - Sends test message - Receives test message - Verifies delivery receipts 11. Monitors channel statistics 12. Configures warming campaigns (if needed)

Expected Outcome: WhatsApp Lite channel connected, authenticated, and active for customer communication.

Business Value: - WhatsApp communication - Customer reach - Multi-channel support - Business messaging

UC-CHANNELS-002: Connect Facebook Messenger via OAuth¶

Business Scenario: A business wants to connect Facebook Messenger for customer support.

Steps: 1. Admin navigates to Settings → Channels 2. Clicks "Add Channel" 3. Selects channel type: "Facebook Messenger" 4. Enters channel name: "Support Messenger" 5. Clicks "Connect via Facebook" 6. Redirected to Facebook OAuth 7. Authorizes ConnectGain app 8. Selects Facebook Page: "Acme Business Page" 9. Grants permissions: - Manage pages - Read page messages - Send messages 10. Returns to ConnectGain 11. Verifies connection: "Connected" 12. Activates channel 13. Tests channel: - Receives test message from Facebook - Responds via ConnectGain - Verifies message delivery 14. Monitors channel performance

Expected Outcome: Facebook Messenger connected via OAuth and active for customer communication.

Business Value: - Facebook integration - Social media support - Customer convenience - Multi-channel presence

UC-CHANNELS-003: Configure Multiple WhatsApp Channels for Departments¶

Business Scenario: A business wants separate WhatsApp channels for Sales and Support departments.

Steps: 1. Admin adds first channel: - Name: "Sales WhatsApp" - Type: WhatsApp Lite - Phone: +1234567890 - Connects and activates 2. Admin adds second channel: - Name: "Support WhatsApp" - Type: WhatsApp Lite - Phone: +0987654321 - Connects and activates 3. Verifies both channels active: - Both appear in channels list - Independent statistics - Separate phone numbers 4. Configures routing: - Sales inquiries → Sales WhatsApp - Support issues → Support WhatsApp 5. Tests both channels independently 6. Monitors performance separately 7. Manages channels individually

Expected Outcome: Multiple WhatsApp channels configured independently for different departments with separate management.

Business Value: - Department separation - Specialized routing - Independent management - Better organization

Message Management Use Cases¶

UC-MESSAGES-001: Send Text Message with Status Tracking¶

Business Scenario: An agent wants to send a text message to a customer and track delivery status.

Steps: 1. Agent opens conversation in Inbox 2. Types message in composer: "Hi! Your order has been shipped. Tracking number: ABC123" 3. Clicks Send 4. Message appears in thread with status: Sent ✓ 5. Waits for delivery confirmation 6. Status updates to: Delivered ✓✓ 7. Customer reads message 8. Status updates to: Read ✓✓ (blue, WhatsApp) 9. Agent sees read receipt 10. Customer responds 11. Agent replies with follow-up

Expected Outcome: Message sent with complete status tracking from sent → delivered → read, providing visibility into message delivery.

Business Value: - Message delivery confirmation - Read receipt tracking - Customer engagement visibility - Communication reliability

UC-MESSAGES-002: Send Media Message with Image¶

Business Scenario: An agent wants to send a product image to a customer.

Steps: 1. Agent opens conversation 2. Clicks Attach button 3. Selects Image option 4. Chooses image file: "product-photo.jpg" 5. Adds caption: "Here's the product you asked about!" 6. Clicks Send 7. Image uploads (progress indicator) 8. Message sent with image 9. Verifies image displays correctly 10. Checks delivery status 11. Customer views image 12. Customer responds with questions

Expected Outcome: Image message sent successfully with proper formatting and delivery confirmation.

Business Value: - Visual communication - Product showcasing - Rich media support - Customer engagement

UC-MESSAGES-003: Schedule Message for Later Delivery¶

Business Scenario: An agent wants to send a follow-up message tomorrow morning at 9 AM.

Steps: 1. Agent composes message: "Good morning! Just following up on our conversation yesterday." 2. Clicks Schedule button 3. Selects date: Tomorrow 4. Selects time: 9:00 AM 5. Confirms schedule 6. Message shows as "Scheduled" status 7. Agent continues with other work 8. Tomorrow at 9 AM: - Message automatically sends - Status changes to "Sent" - Delivery tracking begins 9. Agent receives notification of sent message 10. Customer receives message at scheduled time

Expected Outcome: Message scheduled and sent automatically at specified time, enabling timely follow-ups.

Business Value: - Timely communication - Follow-up automation - Time management - Customer engagement

Profile Management Use Cases¶

UC-PROFILE-001: Update Profile Information¶

Business Scenario: A user wants to update their name and profile information.

Steps: 1. User navigates to Profile page 2. Clicks "Profile Information" tab 3. Updates fields: - First Name: "John" - Last Name: "Smith" 4. Clicks "Update Profile" 5. Receives success notification 6. Verifies changes saved 7. Checks avatar updates (initials-based) 8. Verifies name appears correctly throughout app

Expected Outcome: Profile information updated successfully and reflected across the application.

Business Value: - Accurate user information - Professional presentation - Team identification - User management

UC-PROFILE-002: View Subscription Details and Usage¶

Business Scenario: A user wants to check their subscription status and usage limits.

Steps: 1. User navigates to Profile page 2. Clicks "Subscription" tab 3. Views subscription details: - Plan Name: "Professional Plan" - Price: $99/month - Status: Active - Next Billing Date: February 15, 2025 - Trial Days Remaining: None (trial completed) 4. Reviews plan features: - Feature list with checkmarks - Plan limits displayed 5. Checks usage statistics: - Contacts: 2,500 / 10,000 (25% used) - Conversations: 500 / 5,000 (10% used) - Team Members: 3 / 10 (30% used) 6. Reviews progress bars 7. Plans upgrade if approaching limits

Expected Outcome: User has complete visibility into subscription status, features, and usage limits.

Business Value: - Subscription transparency - Usage monitoring - Plan management - Cost optimization

UC-PROFILE-003: Manage Subscription via Stripe Portal¶

Business Scenario: A user wants to upgrade their subscription plan.

Steps: 1. User navigates to Profile → Subscription tab 2. Clicks "Manage Subscription" button 3. Redirected to Stripe Customer Portal 4. Views subscription options: - Current plan highlighted - Upgrade options available - Downgrade options available 5. Selects upgrade: "Professional → Enterprise" 6. Reviews new plan features 7. Updates payment method (if needed) 8. Confirms upgrade 9. Returns to ConnectGain 10. Verifies subscription updated: - Plan name changed - Features updated - Limits increased - Billing updated

Expected Outcome: Subscription upgraded successfully through Stripe portal with immediate feature access.

Business Value: - Self-service upgrades - Flexible plans - Immediate access - Seamless billing

Onboarding Use Cases¶

UC-ONBOARDING-001: Complete New User Onboarding¶

Business Scenario: A new user signs up and completes the onboarding process.

Steps: 1. User signs up with email: user@example.com 2. Receives verification email 3. Clicks verification link 4. Email verified 5. Redirected to Onboarding page 6. Step 1: Email Verification - ✅ Completed 7. Step 2: Subscription - Redirected to pricing page 8. Selects plan: "Starter Plan" 9. Completes Stripe checkout 10. Returns to onboarding 11. Step 2: Subscription - ✅ Completed 12. Step 3: Channel Setup - Optional step 13. User clicks "Skip for Now" 14. Clicks "Finish Setup" 15. Onboarding marked complete 16. Redirected to Dashboard 17. Can access all features

Expected Outcome: New user successfully completes onboarding and gains access to the platform.

Business Value: - Smooth user onboarding - Feature discovery - Setup completion - User activation

UC-ONBOARDING-002: Connect Channel During Onboarding¶

Business Scenario: A new user wants to connect WhatsApp during onboarding.

Steps: 1. User completes email verification 2. User completes subscription 3. Reaches Channel Setup step 4. Views channel options 5. Clicks "Add Channel" → "WhatsApp Lite" 6. Enters channel name: "Main WhatsApp" 7. Scans QR code with WhatsApp 8. Channel connected 9. Activates channel 10. Channel appears in connected channels list 11. Clicks "Finish Setup" 12. Onboarding complete 13. Can immediately start receiving messages

Expected Outcome: User connects channel during onboarding and can start using the platform immediately.

Business Value: - Immediate functionality - Setup completion - Channel configuration - Quick start

Sales Report Use Cases¶

UC-SALESREPORT-001: Generate Weekly Pipeline Report¶

Business Scenario: A sales manager needs a comprehensive pipeline report for weekly team meeting.

Steps: 1. Sales manager navigates to Sales Report page 2. Selects pipeline: "Sales Pipeline" (default selected) 3. Report automatically generates 4. Reviews summary metrics: - Total Stages: 6 - Total Deals: 125 - Total Value: $2,500,000 - Average Deal Value: $20,000 5. Expands each stage: - Lead: 30 deals, $600,000 - Qualified: 25 deals, $500,000 - Proposal: 20 deals, $400,000 - Negotiation: 15 deals, $300,000 - Closed Won: 35 deals, $700,000 6. Reviews deal details in each stage: - Deal titles - Contact names - Company names - Deal values - Expected close dates - Probability percentages 7. Identifies bottlenecks: - Negotiation stage has low conversion - Some deals stuck in Proposal stage 8. Clicks "Export CSV" 9. Downloads report file 10. Uses report for team meeting 11. Shares insights with team

Expected Outcome: Comprehensive pipeline report generated and exported for team analysis and decision-making.

Business Value: - Pipeline visibility - Data-driven decisions - Team alignment - Performance tracking

UC-SALESREPORT-002: Analyze Stage-by-Stage Performance¶

Business Scenario: A sales director wants to analyze performance at each pipeline stage.

Steps: 1. Sales director opens Sales Report 2. Selects pipeline 3. Expands all stages using "Expand All" button 4. Analyzes each stage: - Lead Stage: 30 deals, average value $20,000 - Qualified Stage: 25 deals, average value $20,000 - Proposal Stage: 20 deals, average value $20,000 - Negotiation Stage: 15 deals, average value $20,000 - Closed Won: 35 deals, average value $20,000 5. Calculates conversion rates: - Lead → Qualified: 83% (25/30) - Qualified → Proposal: 80% (20/25) - Proposal → Negotiation: 75% (15/20) - Negotiation → Closed: 233% (35/15) - includes historical 6. Identifies issues: - Drop-off at Proposal → Negotiation stage - Low conversion at Negotiation stage 7. Reviews individual deals in problematic stages 8. Creates action plan: - Focus on Proposal stage deals - Improve negotiation process - Follow up on stuck deals 9. Exports report for analysis 10. Tracks improvements over time

Expected Outcome: Stage-by-stage analysis reveals conversion bottlenecks and opportunities for improvement.

Business Value: - Conversion analysis - Bottleneck identification - Process improvement - Performance optimization

Call Tracking Use Cases¶

UC-CALL-001: Initiate Call from Contact Card¶

Business Scenario: An agent wants to call a customer directly from their contact card and track the call.

Steps: 1. Agent opens contact card in Contacts page 2. Clicks phone icon next to contact's phone number 3. System records call event: - Contact ID - Phone number - Call type: OUTBOUND - Status: INITIATED - Timestamp recorded 4. Device dialer opens automatically (tel: link) 5. Agent makes call 6. After call completes, agent updates call status: - Status: COMPLETED - Duration: 5 minutes - Notes: "Discussed pricing, customer interested" 7. Call history saved to contact record 8. Call appears in contact's activity timeline

Expected Outcome: Call initiated and tracked with complete history, enabling call analytics and follow-up management.

Business Value: - Call tracking and analytics - Complete contact history - Performance monitoring - Follow-up management

UC-CALL-002: Track Call History per Contact¶

Business Scenario: A sales rep wants to review all calls made to a specific contact.

Steps: 1. Sales rep opens contact details 2. Navigates to Call History section 3. Views all call events: - Date and time of each call - Call type (INBOUND/OUTBOUND) - Call status (INITIATED, CONNECTED, COMPLETED, MISSED, FAILED) - Duration (for completed calls) - Notes (if added) 4. Reviews call patterns: - Frequency of calls - Average call duration - Success rate (completed vs missed) 5. Uses history for: - Follow-up planning - Relationship building - Performance analysis

Expected Outcome: Complete call history visible per contact, enabling relationship management and performance tracking.

Business Value: - Relationship tracking - Call analytics - Performance insights - Follow-up planning

UC-CALL-003: Link Call to Conversation¶

Business Scenario: An agent makes a call during an active conversation and wants to link the call to the conversation thread.

Steps: 1. Agent has active conversation open 2. Clicks phone icon in conversation header 3. System initiates call: - Records call event - Links to conversation ID - Links to contact ID 4. Agent makes call 5. Updates call status after completion 6. Call appears in: - Contact's call history - Conversation activity log - Contact's activity timeline 7. Other team members can see call in conversation context

Expected Outcome: Call linked to conversation, providing complete context for team collaboration.

Business Value: - Context preservation - Team collaboration - Complete conversation history - Better customer service

Note: This is basic call tracking functionality that opens the device dialer. Full VOIP integration (in-app calling) is not currently implemented.

CRM Import Use Cases (Kommo & HubSpot)¶

UC-IMPORT-001: Import Contacts from Kommo CRM¶

Business Scenario: A business wants to migrate all contacts, deals, notes, and companies from Kommo CRM to ConnectGain.

Steps: 1. Admin exports data from Kommo: - Goes to Kommo dashboard → Leads - Exports leads to CSV format - Downloads CSV file 2. Admin navigates to Contacts page 3. Clicks "Import" → "Import from Kommo" 4. Uploads Kommo CSV file 5. Reviews import options: - Overwrite existing contacts: Yes/No - Import deals: Yes (automatic) - Import notes: Yes (automatic) - Import companies: Yes (automatic) 6. Starts import process 7. System processes import in background: - Parses Kommo CSV format - Maps Kommo fields to ConnectGain fields: - Name → first_name, last_name - Phone → phones array - Email → emails array - Company → company record - Deal → deal record - Notes → notes - Creates contacts, deals, companies, notes - Handles duplicates 8. Receives notification when import completes: - Contacts created: 1,250 - Deals created: 450 - Companies created: 320 - Notes created: 890 - Duplicates merged: 50 - Errors: 5 9. Reviews import report 10. Fixes any errors 11. Verifies imported data in ConnectGain

Expected Outcome: All Kommo data successfully imported to ConnectGain with proper field mapping and relationships maintained.

Business Value: - Seamless CRM migration - Data preservation - Relationship maintenance - Time savings

UC-IMPORT-002: Import Contacts from HubSpot¶

Business Scenario: A business wants to import contacts from HubSpot to ConnectGain.

Steps: 1. Admin exports contacts from HubSpot: - Goes to HubSpot → Contacts - Exports contacts to CSV - Downloads CSV file 2. Admin navigates to Contacts page 3. Clicks "Import" → "Import from HubSpot" 4. Uploads HubSpot CSV file 5. System automatically detects HubSpot format: - Recognizes HubSpot column names - Maps fields: - "First Name" → first_name - "Last Name" → last_name - "Email" → emails - "Phone Number" → phones - "Mobile Phone Number" → phones (additional) - "Company name" → custom_fields.company - "Job Title" → custom_fields.job_title - "Lead Status" → tags - "Lifecycle Stage" → tags 6. Starts import process 7. System processes import: - Parses HubSpot CSV format - Creates contacts with proper mapping - Handles duplicates - Preserves custom fields 8. Receives notification when complete: - Contacts imported: 2,500 - Duplicates handled: 120 - Errors: 8 9. Reviews import report 10. Verifies imported contacts

Expected Outcome: HubSpot contacts successfully imported with proper field mapping and custom fields preserved.

Business Value: - CRM migration - Data preservation - Custom field mapping - Efficient import process

UC-IMPORT-003: Import Companies from HubSpot¶

Business Scenario: A B2B company wants to import companies from HubSpot.

Steps: 1. Admin exports companies from HubSpot 2. Navigates to Companies page 3. Clicks "Import" → "Import from HubSpot" 4. Uploads HubSpot companies CSV 5. System maps HubSpot fields: - Company Name → name - Industry → industry - Website → website - Address fields → address - Phone → phones - Annual Revenue → annual_revenue 6. Reviews import preview 7. Starts import 8. System creates companies: - Handles duplicates - Preserves relationships - Links to contacts (if imported) 9. Receives completion notification 10. Verifies imported companies

Expected Outcome: Companies imported from HubSpot with proper field mapping and relationships maintained.

Business Value: - B2B data migration - Company database setup - Relationship preservation - Efficient import

Note: Commission management is mentioned in business use case documentation but is NOT currently implemented as a feature. The system tracks deal values and ownership, which could be used for commission calculations, but there is no built-in commission calculation or management system.

External Integration Use Cases (via Automation HTTP Requests)¶

UC-INTEGRATION-001: Initiate VOIP Call via Automation HTTP Request¶

Business Scenario: A business wants to automatically initiate a VOIP call when a high-priority deal is created, using a third-party VOIP service API.

Steps: 1. Admin navigates to Automations page 2. Creates automation: "VOIP Call on High-Priority Deal" 3. Sets trigger: deal.created 4. Adds condition: - Field: deal.value - Operator: Greater than - Value: 10000 5. Adds condition: - Field: deal.priority - Operator: Equals - Value: HIGH 6. Adds action: HTTP_REQUEST 7. Configures HTTP request: - Method: POST - URL: https://api.voip-provider.com/v1/calls/initiate - Headers: - Authorization: Bearer {{voip_api_key}} - Content-Type: application/json - Body:

{
"from": "{{organization.phone_number}}",
"to": "{{contact.phones[0]}}",
"contact_id": "{{contact.id}}",
"deal_id": "{{deal.id}}",
"deal_title": "{{deal.title}}",
"deal_value": "{{deal.value}}"
}

8. Tests automation with test deal 9. Verifies VOIP call initiated 10. Activates automation

Expected Outcome: When a high-priority deal over $10,000 is created, a VOIP call is automatically initiated to the contact's phone number via the external VOIP service API.

Business Value: - Automated VOIP calling - Integration with VOIP providers - Immediate high-value deal follow-up - Seamless external service integration

UC-INTEGRATION-002: Create Shopify Order via Automation HTTP Request¶

Business Scenario: A business wants to automatically create a Shopify order when a deal is marked as "Closed Won".

Steps: 1. Admin creates automation: "Create Shopify Order on Deal Win" 2. Sets trigger: deal.stage.changed 3. Adds condition: - Field: new_stage - Operator: Equals - Value: closed_won 4. Adds action: HTTP_REQUEST 5. Configures HTTP request: - Method: POST - URL: https://{{shop_name}}.myshopify.com/admin/api/2024-01/orders.json - Headers: - X-Shopify-Access-Token: {{shopify_access_token}} - Content-Type: application/json - Body:

{
"order": {
"line_items": [
{
"title": "{{deal.title}}",
"price": "{{deal.value}}",
"quantity": 1
}
],
"customer": {
"first_name": "{{contact.first_name}}",
"last_name": "{{contact.last_name}}",
"email": "{{contact.emails[0]}}",
"phone": "{{contact.phones[0]}}"
},
"financial_status": "pending",
"note": "Deal ID: {{deal.id}}"
}
}

6. Tests automation 7. Verifies order created in Shopify 8. Activates automation

Expected Outcome: When a deal is marked as "Closed Won", a Shopify order is automatically created with deal details and customer information.

Business Value: - Automated order creation - Shopify integration - Seamless e-commerce workflow - Reduced manual data entry

UC-INTEGRATION-003: Sync Contact to Odoo CRM via Automation HTTP Request¶

Business Scenario: A business wants to automatically sync new contacts to their Odoo CRM system.

Steps: 1. Admin creates automation: "Sync Contact to Odoo" 2. Sets trigger: contact.created 3. Adds action: HTTP_REQUEST 4. Configures HTTP request: - Method: POST - URL: https://{{odoo_instance}}.odoo.com/api/v1/contacts/create - Headers: - Authorization: Bearer {{odoo_api_token}} - Content-Type: application/json - Body:

{
"name": "{{contact.first_name}} {{contact.last_name}}",
"email": "{{contact.emails[0]}}",
"phone": "{{contact.phones[0]}}",
"mobile": "{{contact.phones[1]}}",
"company_id": "{{company.id}}",
"tags": "{{contact.tags}}",
"custom_fields": "{{contact.custom_fields}}",
"external_id": "{{contact.id}}"
}

5. Tests automation 6. Verifies contact created in Odoo 7. Activates automation

Expected Outcome: Every new contact created in ConnectGain is automatically synced to Odoo CRM with all relevant information.

Business Value: - Automated CRM sync - Odoo integration - Data consistency - Reduced manual work

UC-INTEGRATION-004: Update Odoo Sales Order When Deal Stage Changes¶

Business Scenario: A business wants to update Odoo sales order status when a deal stage changes in ConnectGain.

Steps: 1. Admin creates automation: "Update Odoo Order on Deal Stage Change" 2. Sets trigger: deal.stage.changed 3. Adds action: HTTP_REQUEST 4. Configures HTTP request: - Method: PUT - URL: https://{{odoo_instance}}.odoo.com/api/v1/sales/orders/{{deal.external_id}} - Headers: - Authorization: Bearer {{odoo_api_token}} - Content-Type: application/json - Body:

{
"state": "{{deal.stage}}",
"amount_total": "{{deal.value}}",
"note": "Deal stage changed to {{deal.stage}}"
}

5. Maps ConnectGain stages to Odoo states: - lead → draft - qualified → sent - proposal → sale - closed_won → done 6. Tests automation 7. Verifies Odoo order updated 8. Activates automation

Expected Outcome: When a deal stage changes in ConnectGain, the corresponding Odoo sales order is automatically updated with the new status.

Business Value: - Bi-directional sync - Odoo integration - Real-time updates - System consistency

UC-INTEGRATION-005: Create Shopify Customer When Contact Created¶

Business Scenario: A business wants to automatically create a Shopify customer when a new contact is added to ConnectGain.

Steps: 1. Admin creates automation: "Create Shopify Customer" 2. Sets trigger: contact.created 3. Adds condition: - Field: contact.emails - Operator: Contains - Value: (not empty) 4. Adds action: HTTP_REQUEST 5. Configures HTTP request: - Method: POST - URL: https://{{shop_name}}.myshopify.com/admin/api/2024-01/customers.json - Headers: - X-Shopify-Access-Token: {{shopify_access_token}} - Content-Type: application/json - Body:

{
"customer": {
"first_name": "{{contact.first_name}}",
"last_name": "{{contact.last_name}}",
"email": "{{contact.emails[0]}}",
"phone": "{{contact.phones[0]}}",
"tags": "{{contact.tags.join(',')}}",
"note": "Synced from ConnectGain - Contact ID: {{contact.id}}"
}
}

6. Tests automation 7. Verifies customer created in Shopify 8. Activates automation

Expected Outcome: Every new contact with an email address is automatically created as a customer in Shopify.

Business Value: - Automated customer sync - Shopify integration - Unified customer database - E-commerce workflow automation

UC-INTEGRATION-006: Trigger VOIP Callback When Conversation Assigned¶

Business Scenario: A business wants to automatically trigger a VOIP callback request when a conversation is assigned to an agent.

Steps: 1. Admin creates automation: "VOIP Callback on Assignment" 2. Sets trigger: conversation.assigned 3. Adds condition: - Field: conversation.status - Operator: Equals - Value: OPEN 4. Adds action: HTTP_REQUEST 5. Configures HTTP request: - Method: POST - URL: https://api.voip-provider.com/v1/callbacks/schedule - Headers: - Authorization: Bearer {{voip_api_key}} - Content-Type: application/json - Body:

{
"agent_phone": "{{assignee.phone}}",
"customer_phone": "{{contact.phones[0]}}",
"conversation_id": "{{conversation.id}}",
"contact_id": "{{contact.id}}",
"priority": "{{conversation.priority}}",
"scheduled_time": "{{now + 5 minutes}}"
}

6. Tests automation 7. Verifies callback scheduled 8. Activates automation

Expected Outcome: When a conversation is assigned to an agent, a VOIP callback is automatically scheduled to connect the agent with the customer.

Business Value: - Automated callback scheduling - VOIP integration - Improved response times - Better customer service

Note: These integrations use the Automation HTTP Request action to call external APIs. The HTTP Request action supports: - Methods: GET, POST, PUT, PATCH, DELETE - Custom Headers: For authentication and API keys - Dynamic Body: Using template variables ({{variable}}) - Event Data: Automatically merged into request body - Error Handling: Logged for debugging

All external integrations require: 1. API credentials stored securely (as environment variables or in organization settings) 2. Proper API authentication (API keys, OAuth tokens, etc.) 3. Correct API endpoint URLs 4. Valid request body format matching the external service's API requirements

Real Estate Industry Use Cases¶

UC-REALESTATE-001: Property Inquiry to Deal Conversion¶

Business Scenario: A real estate agency receives property inquiries via Instagram and WhatsApp. They need to qualify leads, schedule viewings, and convert inquiries into closed deals.

Steps: 1. Potential buyer sees property listing on Instagram 2. Buyer sends DM: "Interested in this property" 3. Bot Flow automatically responds: - Collects buyer information (name, phone, email) - Asks budget range - Asks property type preference - Asks timeline (immediate, 3 months, 6 months) - Asks location preferences 4. Bot qualifies lead based on responses 5. Automation Rule triggers: - Creates Contact record - Creates Deal in pipeline (stage: "Lead") - Tags contact: "Property Inquiry", "Budget: $500K-$1M" - Assigns to available agent 6. Agent receives notification 7. Agent reviews lead information 8. Agent contacts buyer via WhatsApp: - Sends property details - Answers questions - Schedules property viewing 9. Scheduling System used: - Agent creates event type: "Property Viewing" - Buyer books viewing slot via public link - Google Calendar event created - Reminder sent 24 hours before 10. Viewing completed 11. Automation triggers post-viewing follow-up: - Thank you message sent - Feedback request after 24 hours - Additional property suggestions sent 12. Buyer submits offer 13. Deal moved to "Offer Submitted" stage 14. Negotiation happens 15. Deal moved to "Under Contract" stage 16. Deal closed as "Closed Won" 17. Sales Report shows conversion metrics

Expected Outcome: Property inquiry converted to closed deal with complete tracking through pipeline stages, automated follow-ups, and scheduling integration.

Business Value: - Automated lead qualification - Reduced response time - Complete buyer journey tracking - Increased conversion rates - Commission tracking ready

UC-REALESTATE-002: Property Management Maintenance Request Handling¶

Business Scenario: A property management company needs to handle tenant maintenance requests efficiently, assign vendors, and track completion.

Steps: 1. Tenant sends WhatsApp message: "AC not working in unit 205" 2. Bot Flow collects details: - Unit number: 205 - Issue description: AC not working - Urgency level: Emergency/Urgent/Normal - Preferred contact time 3. Automation Rule triggers: - Creates Support Ticket (if support project exists) - OR creates Task with HIGH priority - Links to tenant contact - Links to property (via company/deal) 4. System assigns based on issue type: - HVAC issues → HVAC vendor - Plumbing → Plumber vendor - Electrical → Electrician vendor 5. Vendor receives notification 6. Vendor accepts task 7. Automation sends update to tenant: - "Your maintenance request has been assigned. Vendor will contact you within 2 hours." 8. Vendor completes work 9. Vendor updates task status: "Completed" 10. Automation sends completion notification to tenant: - "Your maintenance request has been completed. Please confirm if everything is working." 11. Tenant confirms completion 12. Automation sends satisfaction survey 13. Task closed 14. Analytics tracks: - Average response time - Average resolution time - Vendor performance - Tenant satisfaction

Expected Outcome: Maintenance requests handled efficiently with automated assignment, tracking, and tenant communication.

Business Value: - Faster response times - Automated vendor assignment - Complete audit trail - Tenant satisfaction - Vendor performance tracking

UC-REALESTATE-003: New Property Listing Campaign¶

Business Scenario: A real estate agency wants to broadcast a new luxury property listing to qualified buyers via WhatsApp Business.

Steps: 1. Property manager creates new property listing 2. Creates Campaign: - Type: WhatsApp Business - Name: "Luxury Villa Listing - Beachfront" 3. Configures targeting: - Tags: "Luxury Buyer", "Beachfront Interest", "Budget: $2M+" - Location: Specific cities/regions - Excludes: "Do Not Contact" 4. Composes campaign message: - Header: Property image - Body: "Exclusive beachfront villa now available! 5 bedrooms, ocean views, private pool. Price: $2.5M" - Footer: "Contact us to schedule a private viewing" - Button: "Schedule Viewing" (links to booking page) 5. Reviews recipient preview: 150 qualified contacts 6. Schedules campaign: Sends immediately 7. Campaign sends to 150 contacts 8. Analytics tracks: - Messages sent: 150 - Messages delivered: 148 - Messages read: 120 - Click-through rate: 45 contacts clicked "Schedule Viewing" 9. Interested buyers click button 10. Bot Flow captures interest: - Collects viewing preferences - Schedules viewing appointment - Creates deal in pipeline 11. Agent follows up with scheduled viewings 12. Campaign ROI calculated: - Cost: $X - Leads generated: 45 - Viewings scheduled: 20 - Deals created: 8 - Potential revenue: $20M

Expected Outcome: New property listing broadcasted to qualified buyers, generating leads and scheduled viewings with complete campaign analytics.

Business Value: - Targeted marketing - Lead generation - Campaign ROI tracking - Automated follow-up - Increased property visibility

UC-REALESTATE-004: Seller Communication & Listing Updates¶

Business Scenario: A real estate agent needs to keep property sellers informed about viewing activity, offers, and market updates.

Steps: 1. Agent links property listing to seller contact (via Company or Deal) 2. Automation Rule created: "Notify Seller on Viewing" 3. When viewing scheduled: - Automation triggers - Sends WhatsApp message to seller: - "Property viewing scheduled for [date/time]" - "Buyer profile: [budget, timeline]" 4. After viewing completed: - Agent adds note: "Buyer very interested, considering offer" - Automation sends update to seller 5. When offer received: - Deal created/updated with offer details - Automation sends WhatsApp to seller: - "New offer received: $X" - "Buyer: [name]" - "Terms: [details]" 6. Seller responds via WhatsApp 7. Agent updates deal with seller response 8. Automation sends market updates: - Weekly market activity report - Comparable property sales - Price adjustment recommendations 9. When property sold: - Deal moved to "Closed Won" - Automation sends congratulations message - Closing details shared

Expected Outcome: Sellers stay informed throughout the listing process with automated updates and real-time communication.

Business Value: - Transparent communication - Seller satisfaction - Reduced inquiries - Professional service - Relationship building

Tourism & Hospitality Industry Use Cases¶

UC-TOURISM-001: Hotel Booking Journey from Inquiry to Checkout¶

Business Scenario: A hotel receives booking inquiries via Instagram and WhatsApp. They need to qualify leads, check availability, confirm bookings, and provide pre-arrival communication.

Steps: 1. Potential guest sees hotel Instagram post 2. Guest sends DM: "Interested in booking for next month" 3. Bot Flow collects information: - Check-in date - Check-out date - Number of guests - Room type preference - Special requirements 4. Bot checks availability (via HTTP Request to PMS) 5. Bot presents available options: - Room types available - Pricing - Package options 6. Guest selects option 7. Bot collects: - Guest details (name, email, phone) - Payment method - Special requests 8. Automation creates: - Contact record - Deal in "Booking" pipeline (stage: "Inquiry") - Task for confirmation 9. Booking confirmed 10. Automation sends confirmation: - WhatsApp confirmation message - Booking reference number - Check-in details - Payment instructions 11. Deal moved to "Confirmed" stage 12. Automation triggers pre-arrival sequence: - 7 days before: Final details reminder - 3 days before: Weather forecast + packing tips - 1 day before: Check-in instructions + contact details 13. Check-in day: - Welcome message sent - Room number shared - WiFi password provided - Concierge services offered 14. During stay: - Guest can message for: - Room service - Restaurant reservations - Activity recommendations - Maintenance requests 15. Check-out day: - Check-out reminder sent - Feedback request sent 16. Post-checkout: - Thank you message - Review request - Loyalty program enrollment - Future booking offers 17. Deal moved to "Completed" stage

Expected Outcome: Complete hotel booking journey from inquiry to checkout with automated communication at every stage.

Business Value: - Automated booking process - Reduced manual work - Improved guest experience - Increased repeat bookings - Complete booking tracking

UC-TOURISM-002: Tour Package Customization & Booking¶

Business Scenario: A tour operator receives inquiries for custom tour packages. They need to qualify leads, create custom itineraries, and manage group bookings.

Steps: 1. Traveler sends WhatsApp: "Looking for adventure tour" 2. Bot Flow qualifies: - Destination preferences - Travel dates - Group size - Experience level - Budget range - Activity preferences 3. Bot creates Deal in "Tour Bookings" pipeline 4. Qualified lead assigned to tour specialist 5. Tour specialist reviews inquiry 6. Tour specialist creates custom itinerary: - Day-by-day schedule - Activities included - Accommodation options - Pricing breakdown 7. Itinerary shared via WhatsApp 8. Traveler reviews and asks questions 9. Tour specialist answers questions 10. Traveler confirms booking 11. Automation creates: - Booking confirmation - Payment link sent - Pre-tour information package 12. Payment received 13. Automation sends: - Payment confirmation - Detailed itinerary - Packing list - Meeting point details 14. Pre-tour communication: - 1 week before: Final details - 1 day before: Weather update + reminders 15. Tour day: - Real-time updates sent - Meeting point confirmation - Emergency contact shared 16. During tour: - Daily updates - Photo sharing - Support available 17. Post-tour: - Thank you message - Review request - Photo sharing request - Related tour suggestions 18. Deal moved to "Completed"

Expected Outcome: Custom tour package created and booked with complete communication throughout the journey.

Business Value: - Personalized service - Automated communication - Complete booking tracking - Customer satisfaction - Upselling opportunities

UC-TOURISM-003: Travel Agency Emergency Support¶

Business Scenario: A travel agency needs to handle emergency situations during travel, such as flight cancellations, lost luggage, or medical emergencies.

Steps: 1. Traveler sends urgent WhatsApp: "My flight was cancelled!" 2. Automation detects urgency keywords: - "cancelled", "emergency", "urgent", "help" 3. Automation triggers: - Sets conversation priority: URGENT - Assigns to senior agent immediately - Creates Task with HIGH priority - Sends acknowledgment: "We're on it! An agent will respond within 5 minutes." 4. Agent receives immediate notification 5. Agent responds within SLA (under 5 minutes) 6. Agent reviews traveler's booking: - Current itinerary - Flight details - Hotel reservations - Transfers booked 7. Agent researches alternatives: - Checks alternative flights - Contacts airline - Finds replacement flights 8. Agent books new flight 9. Automation updates all related bookings: - Hotel notified of late arrival - Transfer rescheduled - Activity bookings adjusted 10. Agent sends comprehensive update: - New flight details - Updated itinerary - Hotel confirmation - Transfer details 11. Automation sends compensation offer: - Apology message - Compensation details - Future booking discount 12. Traveler confirms all changes 13. Automation sends: - Final confirmation - Emergency contact details - Support available 24/7 14. During travel: - Real-time support available - Updates sent proactively 15. Post-travel: - Follow-up satisfaction check - Compensation processed - Future booking discount applied

Expected Outcome: Emergency situation handled efficiently with immediate response, alternative arrangements made, and traveler kept informed throughout.

Business Value: - Crisis management - Customer retention - Brand reputation - Customer satisfaction - Competitive advantage

UC-TOURISM-004: Seasonal Campaign for Tourism Business¶

Business Scenario: A tourism business wants to run a seasonal campaign targeting past travelers with special offers.

Steps: 1. Marketing manager creates Campaign: - Name: "Summer Sale 2025" - Type: WhatsApp Business 2. Configures targeting: - Tags: "Past Traveler", "Beach Lover" - Excludes: "Do Not Contact" - Location: Specific regions 3. Composes campaign message: - Header: Beautiful beach destination image - Body: "Summer Sale! 30% off beach packages. Limited time offer. Book now!" - Footer: "Valid until [date]" - Button: "View Packages" (links to website) 4. Reviews recipient preview: 2,500 contacts 5. Schedules campaign: Sends immediately 6. Campaign sends to 2,500 contacts 7. Analytics tracks: - Sent: 2,500 - Delivered: 2,480 - Read: 1,950 - Clicked: 650 (33% CTR) 8. Interested travelers click button 9. Bot Flow captures interest: - Collects destination preferences - Travel dates - Budget range 10. Qualified leads assigned to agents 11. Agents follow up with personalized offers 12. Bookings created in pipeline 13. Campaign performance analyzed: - Open rate: 78% - Click-through rate: 33% - Conversion rate: 12% - Revenue generated: $450,000 - ROI: 450%

Expected Outcome: Seasonal campaign successfully executed with high engagement, lead generation, and revenue tracking.

Business Value: - Targeted marketing - High engagement rates - Lead generation - Revenue tracking - Campaign optimization

Education Centers Industry Use Cases¶

UC-EDUCATION-001: Student Enrollment & Onboarding¶

Business Scenario: An education center receives enrollment inquiries via WhatsApp and needs to guide prospective students through the enrollment process.

Steps: 1. Prospective student sends WhatsApp: "Interested in enrolling" 2. Bot Flow collects information: - Student name and age - Parent/guardian contact - Course interest - Preferred schedule - Previous education background 3. Bot provides course information: - Available courses - Schedule options - Pricing - Curriculum overview 4. Automation creates: - Contact record (student) - Contact record (parent/guardian) - Deal in "Enrollments" pipeline (stage: "Inquiry") - Links parent to student 5. Student/parent selects course 6. Automation sends enrollment form link 7. Enrollment form completed 8. Automation creates: - Task for document verification - Task for payment processing 9. Documents verified 10. Payment received 11. Automation sends: - Enrollment confirmation - Welcome package - Course schedule - Student portal access - Orientation date 12. Deal moved to "Enrolled" stage 13. Pre-course communication: - Orientation reminder - Course materials list - First day instructions 14. Course starts 15. Automation sends: - Welcome message - Class schedule - Instructor contact - Student resources 16. Ongoing communication: - Assignment reminders - Class updates - Progress reports - Parent updates

Expected Outcome: Student enrollment process automated from inquiry to course start with complete communication and documentation.

Business Value: - Streamlined enrollment - Reduced manual work - Better student experience - Parent engagement - Complete records

UC-EDUCATION-002: Parent-Teacher Communication¶

Business Scenario: A school needs to communicate with parents about student progress, events, announcements, and emergencies.

Steps: 1. School admin creates Campaign: - Type: WhatsApp Broadcast - Target: Parents tagged by class/grade 2. Sends announcement: - "Parent-Teacher Meeting scheduled for [date]" - "Please confirm your attendance" - Button: "RSVP" 3. Parents receive message 4. Parents click RSVP button 5. Bot Flow collects: - Parent name - Student name - Preferred time slot 6. Automation creates: - Task for teacher preparation - Booking for meeting slot 7. Meeting scheduled 8. Automation sends: - Confirmation message - Meeting details - Reminder 24 hours before 9. Student progress update: - Teacher creates progress report - Automation sends to parent via WhatsApp - Includes: - Academic performance - Behavior notes - Areas for improvement - Recommendations 10. Parent responds with questions 11. Teacher responds via conversation 12. Emergency notification: - School admin creates urgent campaign - Sends to all parents via SMS + WhatsApp - "School closed due to weather. Check website for updates." 13. Event announcements: - School events - Field trips - Exam schedules - Holiday notices 14. Analytics tracks: - Message delivery rates - Response rates - Engagement levels

Expected Outcome: Effective parent-teacher communication with automated announcements, progress updates, and emergency notifications.

Business Value: - Improved communication - Parent engagement - Emergency preparedness - Student support - Administrative efficiency

UC-EDUCATION-003: Course Registration & Payment¶

Business Scenario: An education center needs to handle course registrations, collect payments, and send confirmations.

Steps: 1. Student/parent sends WhatsApp: "Want to register for Python course" 2. Bot Flow provides: - Course details - Schedule options - Pricing information 3. Student selects course and schedule 4. Bot Flow collects: - Student information - Parent/guardian details - Payment method preference 5. Automation creates: - Contact records - Deal in "Registrations" pipeline 6. Payment link sent via WhatsApp 7. Payment received 8. Automation triggers: - Payment confirmation sent - Enrollment confirmation sent - Course materials access provided - Student portal credentials sent 9. Deal moved to "Registered" stage 10. Pre-course communication: - Welcome message - Course schedule - Materials list - Instructor introduction 11. Course starts 12. Ongoing communication: - Class reminders - Assignment deadlines - Progress updates 13. Course completion: - Completion certificate sent - Feedback survey - Next course recommendations

Expected Outcome: Course registration and payment process automated with complete communication and documentation.

Business Value: - Streamlined registration - Automated payment processing - Better student experience - Reduced administrative work - Complete records

Hospitals & Healthcare Industry Use Cases¶

UC-HOSPITAL-001: Patient Appointment Scheduling¶

Business Scenario: A hospital needs to manage patient appointments, send reminders, handle cancellations, and provide post-appointment follow-ups.

Steps: 1. Patient sends WhatsApp: "Need to book appointment" 2. Bot Flow collects: - Patient name and ID - Reason for visit - Preferred date/time - Doctor preference (if any) - Insurance information 3. Bot checks doctor availability (via HTTP Request to hospital system) 4. Bot presents available slots 5. Patient selects slot 6. Automation creates: - Contact record (if new patient) - Booking in scheduling system - Task for appointment preparation - Links to patient's medical record 7. Appointment confirmed 8. Automation sends confirmation: - Appointment details - Doctor name - Location/room number - Preparation instructions (if needed) 9. Automation triggers reminders: - 48 hours before: "Your appointment is in 2 days" - 24 hours before: "Reminder: Appointment tomorrow at [time]" - 2 hours before: "Your appointment is in 2 hours. Please arrive 15 minutes early." 10. Patient confirms or requests reschedule 11. If reschedule requested: - Bot shows available alternative slots - Patient selects new slot - Appointment updated - Confirmation sent 12. Appointment day: - Check-in reminder sent - Waiting time updates (if delayed) 13. Appointment completed 14. Automation sends: - Post-appointment follow-up - Prescription details (if applicable) - Next steps - Feedback request 15. Analytics tracks: - Appointment booking rate - No-show rate - Cancellation rate - Patient satisfaction

Expected Outcome: Patient appointment scheduling automated with reminders, confirmations, and follow-ups, reducing no-shows and improving patient experience.

Business Value: - Reduced no-shows - Better appointment management - Improved patient experience - Administrative efficiency - Patient satisfaction

UC-HOSPITAL-002: Patient Follow-Up & Care Management¶

Business Scenario: A hospital needs to follow up with patients after procedures, send medication reminders, and track recovery progress.

Steps: 1. Patient completes procedure/surgery 2. Automation creates follow-up sequence: - Day 1: "Hope you're recovering well. Any concerns?" - Day 3: "How are you feeling? Any pain or discomfort?" - Day 7: "Recovery check-in. Please update us on your progress." - Day 14: "Follow-up appointment reminder" 3. Patient responds with updates 4. Automation creates Task if concerns reported 5. Healthcare provider reviews responses 6. Provider responds with guidance 7. Medication reminders: - Automation sends daily medication reminders - "Time to take your [medication name]" - Includes dosage instructions 8. Follow-up appointment scheduled 9. Automation sends: - Appointment confirmation - Preparation instructions - What to bring 10. Post-appointment: - Recovery progress tracked - Additional instructions sent - Next steps communicated 11. Patient recovery complete 12. Automation sends: - Discharge summary - Final instructions - Follow-up care guidelines - Satisfaction survey

Expected Outcome: Complete patient follow-up and care management with automated check-ins, medication reminders, and progress tracking.

Business Value: - Better patient outcomes - Reduced readmissions - Medication adherence - Patient satisfaction - Care continuity

UC-HOSPITAL-003: Emergency Notification System¶

Business Scenario: A hospital needs to send emergency notifications to staff, patients, and families during critical situations.

Steps: 1. Hospital admin identifies emergency situation 2. Creates urgent Campaign: - Type: SMS + WhatsApp Broadcast - Target: All staff members - Message: "Code Blue - Emergency Protocol Activated" 3. Campaign sends immediately 4. Staff receives notification 5. Staff responds with acknowledgment 6. Patient families notified: - Campaign created for affected patients' families - Personalized message: "Your family member [name] is receiving emergency care. Updates will follow." 7. Regular updates sent: - Status updates every hour - Progress reports - Next steps communicated 8. Situation resolved 9. Final update sent: - Resolution details - Next steps - Contact information 10. Analytics tracks: - Notification delivery - Response rates - Communication effectiveness

Expected Outcome: Emergency notifications sent efficiently to all relevant parties with regular updates and complete communication tracking.

Business Value: - Emergency preparedness - Rapid communication - Family peace of mind - Staff coordination - Crisis management

UC-HOSPITAL-004: Health Campaign & Preventive Care¶

Business Scenario: A hospital wants to run preventive health campaigns, vaccination reminders, and health check-up notifications.

Steps: 1. Hospital admin creates Campaign: - Type: WhatsApp Broadcast - Name: "Annual Health Check-up Reminder" - Target: Patients tagged "Annual Check-up Due" 2. Campaign message: - "Annual health check-up reminder" - "Book your appointment now" - Button: "Book Appointment" 3. Campaign sends to 5,000 patients 4. Analytics tracks: - Sent: 5,000 - Delivered: 4,950 - Read: 3,800 - Clicked: 1,200 (32% CTR) 5. Patients click "Book Appointment" 6. Bot Flow collects: - Preferred date/time - Doctor preference - Reason for visit 7. Appointments scheduled 8. Automation sends: - Appointment confirmation - Preparation instructions - Reminders 9. Vaccination reminders: - Automation sends vaccination due reminders - "Your [vaccine name] is due. Book your appointment." 10. Health tips campaigns: - Weekly health tips sent - Seasonal health advice - Preventive care information 11. Campaign performance: - Appointments booked: 800 - Vaccinations scheduled: 400 - Health check-ups completed: 600

Expected Outcome: Preventive health campaigns successfully executed with high engagement and appointment bookings.

Business Value: - Preventive care promotion - Patient engagement - Health outcomes improvement - Appointment bookings - Public health impact

Marketing Agencies Industry Use Cases¶

UC-MARKETING-001: Client Campaign Management¶

Business Scenario: A marketing agency manages multiple client campaigns. They need to track campaign performance, communicate with clients, and report results.

Steps: 1. Agency receives new client 2. Company record created for client 3. Deal created in "Client Pipeline": - Stage: "Proposal" - Value: Campaign budget - Linked to client company 4. Agency creates campaign proposal 5. Proposal sent to client via WhatsApp 6. Client reviews and approves 7. Deal moved to "Active Campaign" stage 8. Project created: - Type: DELIVERY - Name: "[Client] - [Campaign Name]" - Linked to client company - Milestones: Campaign setup, Launch, Optimization, Reporting 9. Campaign setup: - Campaign created in ConnectGain - Target audience configured - Message content approved - Schedule set 10. Campaign launched 11. Automation sends client update: - "Campaign launched successfully" - Initial performance metrics 12. Ongoing updates: - Daily performance reports sent - Key metrics shared - Optimization recommendations 13. Campaign performance tracked: - Opens, clicks, conversions - ROI calculated - Client dashboard updated 14. Campaign completed 15. Automation generates final report 16. Report sent to client 17. Deal moved to "Completed" stage 18. Project marked complete 19. Follow-up: - Client feedback requested - Next campaign discussion - Renewal opportunity

Expected Outcome: Complete client campaign management from proposal to completion with automated updates and performance tracking.

Business Value: - Client satisfaction - Campaign transparency - Performance tracking - Client retention - Upselling opportunities

UC-MARKETING-002: Lead Generation & Qualification¶

Business Scenario: A marketing agency receives leads from multiple sources and needs to qualify them, assign to account managers, and convert to clients.

Steps: 1. Lead submits inquiry via website form 2. Automation creates: - Contact record - Deal in "Lead Pipeline" (stage: "Inquiry") 3. Bot Flow automatically responds: - Thanks for inquiry - Collects additional information: - Company name - Industry - Budget range - Campaign goals - Timeline 4. Bot qualifies lead based on responses 5. Automation triggers: - Tags contact: "Qualified Lead", "Budget: $50K+" - Assigns to available account manager - Creates Task for follow-up 6. Account manager receives notification 7. Account manager reviews lead information 8. Account manager contacts lead: - Sends personalized message - Schedules discovery call 9. Discovery call scheduled via Scheduling 10. Call completed 11. Account manager updates deal: - Moves to "Qualified" stage - Updates probability - Adds notes 12. Proposal created 13. Proposal sent to client 14. Client reviews proposal 15. Client approves 16. Deal moved to "Closed Won" 17. Automation triggers: - Client onboarding sequence - Welcome message - Onboarding checklist - Kickoff meeting scheduled 18. Analytics tracks: - Lead source performance - Conversion rates - Sales cycle length - Account manager performance

Expected Outcome: Lead generation and qualification process automated with complete tracking from inquiry to client conversion.

Business Value: - Faster lead response - Better qualification - Higher conversion rates - Complete tracking - Performance insights

UC-MARKETING-003: Multi-Client Campaign Execution¶

Business Scenario: A marketing agency needs to execute campaigns for multiple clients simultaneously, track performance, and report results.

Steps: 1. Agency has 10 active client campaigns 2. Each client has Project with campaign milestones 3. Campaign execution: - Campaigns created for each client - Target audiences configured - Messages customized per client - Schedules set 4. Campaigns launched 5. Automation sends client updates: - Daily performance summaries - Key metrics - Optimization recommendations 6. Performance monitoring: - Real-time campaign analytics - Client dashboards updated - Alerts for underperforming campaigns 7. Campaign optimization: - A/B testing results analyzed - Optimizations implemented - Client notified of changes 8. Weekly client reports: - Automation generates reports - Reports sent via WhatsApp/Email - Includes: - Performance metrics - ROI calculations - Recommendations 9. Client meetings scheduled: - Scheduling used for client calls - Meeting notes added to Deal - Action items created as Tasks 10. Campaign completion: - Final reports generated - Results presented to clients - Next campaign discussions 11. Analytics tracks: - Agency-wide performance - Client satisfaction - Campaign ROI - Team performance

Expected Outcome: Multiple client campaigns executed simultaneously with automated updates, performance tracking, and client reporting.

Business Value: - Scalable operations - Client satisfaction - Performance optimization - Time savings - Business growth

UC-MARKETING-004: Client Communication & Relationship Management¶

Business Scenario: A marketing agency needs to maintain strong client relationships through regular communication, updates, and proactive support.

Steps: 1. Agency creates Company record for each client 2. Contacts linked to client companies 3. Deals track active campaigns/projects 4. Regular communication: - Weekly performance updates - Monthly strategy reviews - Quarterly business reviews 5. Automation sends: - Weekly campaign summaries - Monthly reports - Quarterly reviews 6. Proactive communication: - Industry insights shared - Competitor analysis - Market trends - Optimization opportunities 7. Client inquiries handled: - Questions answered promptly - Concerns addressed - Requests fulfilled 8. Client feedback collected: - Satisfaction surveys - NPS scores - Improvement suggestions 9. Relationship building: - Birthday wishes - Anniversary celebrations - Holiday greetings - Industry event invitations 10. Upselling opportunities: - Additional services offered - Campaign expansion discussed - New service introductions 11. Analytics tracks: - Client engagement levels - Response times - Satisfaction scores - Retention rates

Expected Outcome: Strong client relationships maintained through regular communication, proactive support, and relationship building activities.

Business Value: - Client retention - Upselling opportunities - Client satisfaction - Referral generation - Business growth

AI Call Intelligence Use Cases¶

UC-CALLAI-001: Automated Call Recording Upload & AI Transcription¶

Business Scenario: A sales team records all outbound calls and needs automatic transcription with Arabic/English support for compliance and training purposes.

Steps: 1. Agent completes sales call using mobile app 2. Call recording uploaded via Mobile API (POST /call-recording) or Webhook API (POST /call-recording-webhook) 3. System stores audio in call-recordings storage bucket 4. AI Pipeline automatically triggered: - Status set to "transcribing" - Audio converted to base64 and sent to Google Gemini 2.5 Flash - Full transcript generated (Arabic/English bilingual support) 5. Transcript saved to call record 6. Agent views transcript in Call Intelligence dashboard 7. Manager searches transcripts for specific keywords 8. Compliance team reviews flagged calls

Expected Outcome: Every call automatically transcribed within minutes, searchable and accessible from the Call Intelligence dashboard.

Business Value: - 100% call documentation coverage - Arabic-first AI transcription - Compliance and audit readiness - Training material generation - Eliminates manual note-taking

UC-CALLAI-002: AI Sentiment Analysis & Call Scoring¶

Business Scenario: A customer service manager wants to monitor agent performance and customer satisfaction across hundreds of daily calls without listening to every recording.

Steps: 1. Call recording processed by AI pipeline 2. After transcription, AI Analysis generates: - Sentiment score (-1 to +1) - Sentiment label (positive/neutral/negative/mixed) - Resolution score (0-100) - Call classification (type, category, sub-category) 3. Manager opens Call Intelligence dashboard 4. Views aggregate metrics: - Average sentiment across all calls - Sentiment trends over time - Agent-level sentiment comparison 5. Filters calls by negative sentiment 6. Reviews flagged calls with low resolution scores 7. Identifies agents needing coaching 8. Creates training tasks from insights

Expected Outcome: Real-time visibility into customer satisfaction and agent performance without manual call review.

Business Value: - Proactive quality management - Data-driven coaching decisions - Early detection of customer issues - Agent performance benchmarking - Customer satisfaction tracking

UC-CALLAI-003: Auto-Generated Action Items from Calls¶

Business Scenario: After sales or support calls, agents often forget follow-up items. The AI automatically extracts action items and creates tasks.

Steps: 1. Call recording processed by AI pipeline 2. AI extracts action items with: - Title and description - Priority level (high/medium/low) 3. System auto-creates up to 5 Tasks per call: - Assigned to the agent who handled the call - Linked to the contact - Priority set based on AI analysis 4. Call Tasks link table connects call record to tasks 5. Agent receives task notifications 6. Agent views tasks in Task Management 7. Agent completes follow-up actions 8. Manager tracks task completion rates per agent

Expected Outcome: Zero dropped follow-ups — every commitment made during a call is tracked as a task.

Business Value: - No missed follow-ups - Automated task creation saves 15+ minutes per call - Improved customer satisfaction - Accountability tracking - Deal acceleration

UC-CALLAI-004: Call Intelligence Dashboard & Analytics¶

Business Scenario: Operations manager needs a real-time overview of call center performance including volume, duration, sentiment trends, and agent utilization.

Steps: 1. Navigate to Call Intelligence page 2. View real-time KPI cards: - Total calls (this period) - Average duration - Overall sentiment score - Top performing agents 3. Filter by date range, agent, sentiment, or tags 4. Drill into individual call records 5. View call timeline with: - Recording playback - Full transcript - AI summary - Sentiment indicators - Action items - Keywords and tags 6. Export call data for reporting 7. Compare agent performance side-by-side 8. Track usage against monthly minute quotas

Expected Outcome: Complete call center visibility with AI-powered insights, enabling data-driven management decisions.

Business Value: - Real-time operational visibility - Performance benchmarking - Resource optimization - Cost tracking (minutes & AI tokens) - Trend identification

UC-CALLAI-005: Call Recording via External System Webhook¶

Business Scenario: A business uses a third-party PBX/VoIP system and wants call recordings automatically ingested into ConnectGain for AI analysis.

Steps: 1. Admin generates API Key in Settings 2. Configures PBX system to send webhook on call completion 3. PBX sends POST /functions/v1/call-recording-webhook with: - x-api-key header for authentication - recording_url (public URL to audio file) - customer_phone for contact matching - duration_seconds, direction, call_timestamp - Optional metadata for custom fields 4. System downloads recording from URL 5. Stores in call-recordings bucket 6. Auto-matches or creates contact by phone number 7. Triggers AI processing pipeline 8. Results available in Call Intelligence dashboard

Expected Outcome: Seamless integration with any VoIP/PBX system — all calls automatically analyzed by AI.

Business Value: - Works with any phone system - Zero manual upload effort - Automatic contact matching - Complete call history per contact - API-key based security

UC-CALLAI-006: Silent Recording Detection & Cost Optimization¶

Business Scenario: Some uploaded recordings are silent (missed calls, voicemail beeps, accidental recordings). The system should detect these to avoid wasting AI analysis tokens.

Steps: 1. Recording uploaded and transcription attempted 2. AI returns transcription result 3. System checks against silence patterns: - "[no speech detected]" - Empty/blank audio indicators - Transcripts shorter than 5 characters 4. If silent detected: - Status set to "silent" - No analysis performed (saves tokens) - Tagged with "silent-recording" - Summary set to "This recording contains no audible speech" 5. Non-silent recordings proceed to full analysis 6. Dashboard excludes silent recordings from metrics 7. Admin can review silent recordings separately

Expected Outcome: Silent recordings detected automatically, saving AI processing costs while maintaining complete records.

Business Value: - Cost optimization (no wasted AI tokens) - Accurate metrics (silent calls excluded) - Complete audit trail maintained - Automatic classification

UC-CALLAI-007: Call Minutes Quota Management & Usage Tracking¶

Business Scenario: Organization has a monthly call minutes quota. System tracks usage per agent and alerts when approaching limits.

Steps: 1. Admin sets monthly minutes allocation in Settings 2. Each processed call increments usage counter via increment_call_minutes RPC 3. Token usage tracked via increment_call_tokens RPC 4. Dashboard displays: - Minutes used vs. allocated - Per-agent breakdown - Cost estimation (based on token pricing) 5. Automation sends alerts at 80% and 95% usage 6. Admin can add bonus minutes via top-up 7. Top-up history logged in call_minutes_topup_log 8. Monthly usage resets automatically

Expected Outcome: Complete visibility into call processing costs with proactive quota management.

Business Value: - Budget control - Fair usage distribution - Cost transparency - Proactive alerts prevent service interruption

UC-CALLAI-008: AI-Powered Call Keyword Extraction & Auto-Tagging¶

Business Scenario: Marketing team wants to understand what topics customers discuss most frequently across all calls.

Steps: 1. AI analysis extracts 3-8 keywords per call 2. AI generates auto-tags (e.g., "escalation", "follow-up needed", "complaint", "upsell opportunity") 3. Keywords and tags stored on call record 4. Marketing team filters calls by keywords 5. Identifies trending topics across time periods 6. Cross-references with deal outcomes 7. Creates targeted campaigns based on customer language 8. Adjusts messaging based on common objections

Expected Outcome: Deep understanding of customer language, concerns, and opportunities extracted automatically from calls.

Business Value: - Voice-of-customer insights at scale - Objection pattern identification - Campaign message optimization - Product feedback aggregation - Competitive intelligence

UC-CALLAI-009: Webhook Notification on Call Processing Complete¶

Business Scenario: External systems (BI tools, CRM, ticketing) need to be notified when a call has been fully processed with AI insights.

Steps: 1. Call processing completes (transcription + analysis) 2. System dispatches call.processed webhook via webhook-dispatcher 3. Webhook payload includes: - call_record_id - organization_id - sentiment label - action_items_count 4. External BI tool receives webhook 5. Updates real-time dashboard with new call data 6. Triggers downstream workflows (e.g., escalation for negative sentiment) 7. Syncs call insights to external CRM

Expected Outcome: Real-time notification to external systems when call AI analysis completes, enabling integrated workflows.

Business Value: - Real-time data flow to external systems - Automated escalation workflows - Integrated analytics - No polling required

UC-CALLAI-010: Failed Call Processing Retry & Error Handling¶

Business Scenario: Occasionally AI processing fails due to network issues or temporary API errors. The system should retry automatically.

Steps: 1. Call processing encounters error (transcription or analysis) 2. System increments retry_count on call record 3. Status set to "failed" 4. If retry count < 3 (MAX_RETRIES): - Call can be reprocessed manually or via scheduled retry - Previous transcription preserved if available 5. If retry count >= 3: - Call marked as permanently failed - Admin notified - Manual review required 6. Admin views failed calls in dashboard 7. Can trigger manual reprocessing 8. Error details logged for debugging

Expected Outcome: Resilient processing pipeline with automatic retry and graceful failure handling.

Business Value: - High processing reliability - No lost recordings - Transparent error handling - Admin visibility into failures

UC-CALLAI-011: Trade-Call Compliance Surveillance (Market-Abuse Detection)¶

Business Scenario: A brokerage must monitor broker–client calls for conduct and market-abuse risks (regulatory requirement). Listening to every call is impossible, so the AI flags risky calls for the compliance team.

Steps: 1. Broker–client call is recorded and processed by the AI pipeline 2. AI Analysis scans the transcript for market-abuse and conduct risks and emits compliance_flags, each with: - Category — insider_information, market_manipulation, front_running, guaranteed_returns, pressure_selling, unauthorized_trading, missing_disclosure, suitability_concern - Severity (high/medium/low), the speaker (Broker/Client), the exact matched phrase, a confidence score, and a one-line rationale 3. The call also records the instruction type (client instruction vs. recommendation vs. discussion) and whether a required risk disclosure was spoken 4. A regulatory retention horizon (7 years) is stamped on the record 5. Compliance officer opens the Compliance & Surveillance report: - Flagged-call volume and % of calls flagged - High-severity flag count - Disclosure coverage over order/advice calls - Flags by category and a recent-flagged-calls feed 6. Officer clicks a flagged call, reads the matched phrase in context, and reviews the recording 7. Genuine issues are escalated; false positives are dismissed

Expected Outcome: Risky calls surface automatically with the exact triggering phrase, turning unscalable 100%-listening into targeted review.

Business Value: - Scalable trade-surveillance coverage - Auditable, explainable flags (phrase + speaker + rationale) - Disclosure-coverage tracking - Regulatory retention built in - Faster compliance review cycles

UC-CALLAI-012: Agent Call-Handling Quality (QA) Scoring & Coaching¶

Business Scenario: A team lead wants an objective measure of how well each agent handled the client on a call — not just sentiment — to drive coaching.

Steps: 1. Call processed by the AI pipeline 2. AI Analysis produces an agent_quality scorecard: - Overall handling score (0–100) - Five graded dimensions: Professionalism & Tone, Communication & Clarity, Client Needs Handling, Market/Product Knowledge, Compliance Adherence - Strengths, coaching points, and a one-line summary for the manager 3. Agent or manager opens the Call Detail dialog and sees the scorecard (overall score, colored dimension bars, strengths vs. coaching) 4. Manager opens the Agent Performance (Manager View) report and sorts agents by QA Score 5. Drill-down shows each agent's per-dimension averages — e.g., strong knowledge but weak compliance 6. Manager builds targeted coaching from the lowest dimensions

Expected Outcome: Every call is objectively scored on handling quality, with concrete coaching points, without manual QA review.

Business Value: - Objective, consistent QA at 100% coverage - Dimension-level coaching targets - Identifies systemic weaknesses across the team - Reference "excellent call" examples for training

UC-CALLAI-013: Brokerage Call Classification & Manual Reclassification¶

Business Scenario: Management wants to know what each call was about — order execution, advice, complaint, margin call, etc. — and to correct the AI when it gets it wrong.

Steps: 1. AI classifies each call into a brokerage taxonomy: Order Placement/Execution, Investment Advice, Market Update, Account/Portfolio Inquiry, Complaint/Dispute, Margin Call, KYC/Onboarding, Prospecting/Cold Outreach, Platform/Technical Support, Other 2. The Type appears as a column in the call records list and in the call detail dialog 3. A manager (admin/owner) can manually reclassify a call from a dropdown in the detail dialog 4. Manual classifications are tagged manual and survive reprocessing (the AI will not overwrite them) 5. Reports break calls down by type and by per-agent call-type mix

Expected Outcome: Every call is categorized for reporting, with a human override that sticks.

Business Value: - Call-mix visibility per agent and team - Human-in-the-loop accuracy - Stable categorization across reprocessing - Better routing and staffing decisions

UC-CALLAI-014: Topic & Keyword Trend Tracking¶

Business Scenario: A desk head wants to know which instruments and themes clients are calling about, what's growing, and which topics make clients unhappy.

Steps: 1. AI extracts structured topics per call — each with a normalized label, a category (instrument, order, advisory, account, market, fees, compliance, service, complaint), and a per-topic sentiment 2. The detected language (Arabic / English / Mixed) is recorded per call 3. Topic labels are canonicalized so variants merge (e.g. "follow-up"/"follow up", "fees"/"fee") 4. Manager opens the Topic & Keyword Trends report: - Top topics and topics by category - Top-topic trends over time - Emerging topics (period-over-period growth) - Topics driving negative sentiment (recurring topics ranked by lowest average sentiment) 5. Findings feed product, pricing, and coaching decisions 6. Topic/language data is included in the analytics CSV export for offline pivoting

Expected Outcome: Leadership sees what clients are talking about and what's trending, not just a flat keyword cloud.

Business Value: - Early signal on emerging issues and demand - Root-cause of dissatisfaction by topic - Instrument-level interest tracking - Exportable for BI tools

UC-CALLAI-015: Manager Agent-Level KPI Reporting¶

Business Scenario: A branch manager needs one detailed view of every agent's activity, quality, trading, and compliance KPIs.

Steps: 1. Manager (admin/owner only) opens the Agent Performance (Manager View) report 2. A sortable table shows per agent: calls (inbound/outbound), talk time, orders vs. recommendations, QA score, sentiment, resolution, flagged calls, flag rate, high-severity flags, and disclosure coverage 3. A team-summary strip shows active agents, total calls, team flag rate, and disclosure coverage 4. Manager sorts by any column (e.g., flag rate, QA score) to find outliers 5. Drill-down per agent reveals QA dimension averages, flag categories, top instruments, and call-type mix 6. The report is gated to Owners/Admins; demo data is shown in view-only preview

Expected Outcome: A single, sortable command-center view of agent performance across every dimension.

Business Value: - Holistic agent benchmarking - Surfaces compliance and quality outliers fast - Admin-restricted sensitive KPIs - Drives targeted coaching and recognition

UC-CALLAI-016: Code-Switched (Arabic/English) Transcription, Diarization & Engine Validation¶

Business Scenario: Egyptian broker–client calls mix Arabic and English in the same sentence, with prices and ticker symbols that must be transcribed exactly. The firm needs accurate transcripts and a way to verify the chosen engine before relying on it.

Steps: 1. The transcription prompt is tuned for code-switched Egyptian Arabic/English: it preserves each language as spoken, transcribes numbers/prices exactly, boosts EGX tickers and trading jargon, and labels speakers as Broker: / Client: 2. The transcript viewer parses those labels (including single-line, inline-labeled transcripts) into a threaded, per-speaker diarized view with RTL/LTR auto-detection 3. Before committing to an engine, the team runs the ASR bake-off harness on real call samples with hand-checked references 4. The harness reports WER split by language (Arabic / English / mixed), number/price accuracy, ticker recall, and an approximate diarization signal 5. The team picks/validates the engine (Gemini by default) on the metrics that matter for trading

Expected Outcome: Accurate, diarized transcripts of mixed-language trading calls, with an objective way to validate transcription quality.

Business Value: - Reliable transcripts for dialect + code-switching - Correct prices and tickers (a wrong digit changes a trade) - Clear who-said-what attribution for compliance - Evidence-based engine selection

Call Center Automation Use Cases¶

UC-CALLCENTER-001: Inbound Call Routing with AI Pre-Screening¶

Business Scenario: A call center receives high volumes of inbound calls. Before connecting to an agent, the system pre-screens via WhatsApp bot, and when calls do connect, AI records and routes based on topic.

Steps: 1. Customer calls company main number 2. IVR/PBX routes call to available agent (or SIP softphone in browser) 3. Call automatically recorded via SIP integration or mobile app 4. During the call, agent tags the topic manually or lets AI auto-classify post-call 5. Call ends → recording uploaded automatically: - SIP calls: automatic via call event logging - Mobile calls: via Mobile API (POST /call-recording) - External PBX: via Webhook (POST /call-recording-webhook) 6. AI Pipeline processes recording: - Transcription (Arabic/English) - Classification: { type: "complaint", category: "billing", sub_category: "overcharge" } - Sentiment analysis - Action items extracted 7. Automation triggers based on classification: - Billing issues → task for billing team - Technical issues → task for tech support - Complaints → escalation to supervisor - Sales inquiries → deal created in pipeline 8. Supervisor reviews call quality in Call Intelligence dashboard 9. Analytics tracks: - Call volume by category - First-call resolution rate - Average handle time - Agent utilization

Expected Outcome: Every inbound call automatically classified and routed to the right team with AI-generated follow-up tasks.

Business Value: - Zero manual call logging - Automatic routing by topic - 100% call documentation - Supervisor quality oversight - Data-driven staffing decisions

UC-CALLCENTER-002: Outbound Sales Call Campaign with AI Analysis¶

Business Scenario: Sales team runs outbound calling campaigns. Every call is recorded, transcribed, and analyzed to optimize the sales pitch and track conversion.

Steps: 1. Campaign created targeting lead segment 2. Lead list loaded as Contacts with tags 3. Tasks auto-created: "Call {{contact.name}} — Sales Outreach" 4. Agent opens contact → clicks Click-to-Call (SIP or mobile) 5. Call connected → recording starts automatically 6. Agent delivers sales pitch, handles objections 7. Call ends → recording uploaded 8. AI Pipeline processes: - Full transcription of conversation - Sentiment tracking (customer interest level) - Keywords extracted: product mentions, competitor names, objections - Action items: "Send pricing to Ahmed", "Schedule demo for Thursday" - Auto-tags: "interested", "price-sensitive", "competitor-mentioned" 9. Deal auto-created or updated based on call outcome: - Interested → "Qualified" stage - Needs follow-up → "Follow-Up" stage - Not interested → "Lost" with reason 10. Automation sends post-call follow-up: - Interested: Product brochure via WhatsApp - Price-sensitive: Special offer email - Demo requested: Scheduling link 11. Manager reviews campaign performance: - Calls made vs. connected - Sentiment distribution across calls - Top objections (from keyword extraction) - Agent conversion rates - Best performing pitch patterns 12. Analytics dashboard shows: - Campaign ROI - Cost per acquisition - Call-to-deal conversion funnel - Agent leaderboard

Expected Outcome: AI-analyzed outbound campaign with automatic deal creation, follow-up automation, and objection pattern analysis.

Business Value: - Sales pitch optimization from AI insights - Automatic CRM updates after every call - Objection handling training from real data - Agent performance benchmarking - Campaign ROI tracking

UC-CALLCENTER-003: Call Quality Monitoring & Agent Coaching¶

Business Scenario: Call center supervisor needs to monitor agent quality across hundreds of daily calls, identify coaching opportunities, and track improvement over time.

Steps: 1. All agent calls recorded and processed by AI 2. Supervisor opens Call Intelligence dashboard 3. Views agent performance metrics: - Average sentiment score per agent - Resolution score per agent - Average handle time - Calls per hour 4. Filters by low sentiment or low resolution scores 5. Reviews specific call transcripts and AI summaries 6. Identifies patterns: - Agent X has low sentiment on complaint calls - Agent Y frequently misses follow-up commitments - Agent Z has highest resolution scores — best practices 7. Creates Task for coaching: "1:1 coaching with Agent X on complaint handling" 8. Scheduling for coaching session 9. Shares example transcripts (positive and negative) as training material 10. Post-coaching: tracks improvement over next 30 days 11. Automation alerts supervisor when: - Any call sentiment drops below -0.5 - Resolution score below 30 - Customer uses escalation keywords ("manager", "complaint", "lawsuit") 12. Monthly quality report generated: - Agent rankings - Improvement trends - Training effectiveness - Customer satisfaction correlation

Expected Outcome: Data-driven agent coaching program powered by AI call analysis with measurable improvement tracking.

Business Value: - Objective quality measurement (no sampling bias) - 100% call coverage (not just random samples) - Targeted coaching saves time - Measurable improvement tracking - Best practice identification and sharing

UC-CALLCENTER-004: Multi-Language Call Transcription & Translation¶

Business Scenario: A MENA-based call center handles calls in Arabic (multiple dialects) and English. AI transcribes all calls with bilingual support for team collaboration.

Steps: 1. Customer calls and speaks in Arabic (Egyptian dialect) 2. Call recorded and uploaded 3. AI Transcription (Google Gemini 2.5 Flash): - Detects language automatically - Transcribes Arabic speech accurately - Handles code-switching (Arabic/English mix) - Includes punctuation and speaker turns 4. Transcript stored on call record 5. Team members who don't speak Arabic can: - Read AI summary (generated in English) - Search calls by English keywords - View action items in English 6. AI Analysis generates: - Summary in the organization's primary language - Classification labels in English - Keywords in original language + English 7. Automation routes based on language: - Arabic calls → Arabic-speaking team - English calls → English team - Mixed → bilingual team 8. Analytics tracks: - Call volume by language - Sentiment by language/dialect - Resolution rates by language - Agent language proficiency utilization

Expected Outcome: Seamless bilingual call center operations with AI bridging the language gap for management and analytics.

Business Value: - Arabic-first AI (competitive advantage in MENA) - Cross-language team collaboration - Unified analytics regardless of call language - Efficient resource allocation by language

UC-CALLCENTER-005: Automated Post-Call Survey & CSAT Tracking¶

Business Scenario: After every support call, the system automatically sends a satisfaction survey and correlates results with AI sentiment analysis.

Steps: 1. Call ends → AI processes recording 2. Automation triggers 10 minutes after call: - WhatsApp message: "Thank you for calling! How was your experience?" - Quick reply buttons: ⭐ 1-5 3. Customer responds with rating 4. Rating stored on Contact and linked to call record 5. Low ratings (1-2) trigger: - Task for supervisor: "Review negative call experience for {{contact.name}}" - Priority re-contact within 24 hours - AI sentiment from call cross-referenced with survey score 6. Bot Flow follows up on low ratings: - "We're sorry about your experience. Can you tell us more?" - Collects specific feedback - Offers callback from manager 7. High ratings (4-5) trigger: - Thank you message - Review request (Google/Trustpilot) - Referral program invitation 8. Analytics correlates: - CSAT scores vs. AI sentiment scores - Agent CSAT rankings - CSAT trends over time - Call topics with lowest satisfaction - Prediction: AI sentiment as leading indicator of CSAT

Expected Outcome: Automated CSAT collection with AI sentiment correlation, enabling predictive quality management.

Business Value: - 100% survey distribution (vs. random sampling) - AI sentiment validates survey scores - Proactive recovery for dissatisfied customers - Predictive quality indicators - Agent performance transparency

UC-CALLCENTER-006: IVR Deflection to WhatsApp Bot¶

Business Scenario: Call center wants to reduce call volume by deflecting simple inquiries to WhatsApp bot before they reach an agent.

Steps: 1. Customer calls company number 2. IVR message: "For faster service, message us on WhatsApp! We'll text you a link now." 3. Customer opts in → Automation sends WhatsApp link via SMS 4. Customer opens WhatsApp conversation 5. Bot Flow handles inquiry: - Account balance → API lookup - Order status → tracking info - Payment → payment link - FAQ → knowledge base answer 6. If bot can't resolve → offers callback: - "Would you like an agent to call you back?" - Scheduling for callback slot - Task created for agent 7. Agent calls back at scheduled time: - Call recorded with full context from bot conversation - Agent has conversation history before calling - AI transcription captures resolution 8. If customer stays on phone instead: - Call handled normally → recorded and analyzed - AI compares resolution with bot-deflectable topics 9. Analytics tracks: - Deflection rate (calls → WhatsApp) - Bot resolution rate - Callback completion rate - Cost savings (bot vs. agent) - Topics that deflect well vs. need human touch

Expected Outcome: Significant call volume reduction through intelligent WhatsApp deflection with AI-optimized topic routing.

Business Value: - 30-50% call volume reduction - Lower cost per interaction - Faster resolution for simple queries - Agents focus on complex issues - Continuous optimization from AI data

UC-CALLCENTER-007: Real-Time Escalation Detection from Live Calls¶

Business Scenario: Supervisor needs to be alerted immediately when a call shows signs of escalation so they can intervene or prepare for a follow-up.

Steps: 1. All calls processed by AI pipeline after completion 2. AI analysis detects escalation signals: - Sentiment score below -0.7 - Keywords: "manager", "supervisor", "complaint", "lawyer", "cancel" - Tags: "escalation", "threat-to-leave" 3. Automation triggers on call.processed webhook: - Checks sentiment and tags - If escalation detected → immediate actions 4. Escalation actions: - Task created for supervisor: "URGENT: Escalated call from {{contact.name}}" - WhatsApp notification to supervisor with AI summary - Contact flagged with "escalation" tag - Deal moved to "At Risk" stage (if exists) 5. Supervisor reviews: - Listens to recording - Reads AI summary and transcript - Reviews action items 6. Supervisor calls customer within 2 hours: - Call recorded — AI tracks recovery - Sentiment compared: original call vs. recovery call - Resolution documented 7. Analytics tracks: - Escalation frequency - Root causes (from classification) - Recovery success rate - Time to escalation response - Agent escalation rates

Expected Outcome: Automatic escalation detection and supervisor alerting with AI-tracked recovery outcomes.

Business Value: - Prevents customer churn from bad experiences - Supervisor awareness without listening to all calls - Measurable recovery effectiveness - Agent coaching on escalation prevention - Root cause analysis

UC-CALLCENTER-008: Call Recording Compliance & Audit Trail¶

Business Scenario: Regulated industry (banking, insurance, healthcare) requires complete call recording with searchable transcripts for compliance audits.

Steps: 1. All calls recorded automatically (SIP, mobile, or webhook) 2. Recordings stored in secure call-recordings bucket 3. AI transcription creates searchable text records 4. Each call record maintains: - Recording file path - Full transcript - AI summary - Timestamp and duration - Agent and contact identification - Classification and keywords 5. Compliance officer needs to audit: - Searches transcripts for regulatory phrases - Filters by date range, agent, or contact - Exports call records with transcripts 6. API provides programmatic access: - GET /rest/v1/call_records with filters - Download recordings via signed URLs 7. Retention policy: - Recordings retained per regulatory requirement - Auto-archival after retention period 8. Audit report generation: - Calls per agent - Compliance keyword mentions - Customer consent verification - Disclosure statement delivery 9. Analytics for compliance: - Percentage of calls with required disclosures - Agents missing compliance steps - Audit readiness score

Expected Outcome: Complete compliance-ready call archive with AI-searchable transcripts and automated audit reporting.

Business Value: - Regulatory compliance (GDPR, PCI-DSS, MiFID II) - Instant audit response - Risk reduction - Training on compliance gaps - Legal protection

UC-CALLCENTER-009: Workforce Management & Call Volume Forecasting¶

Business Scenario: Call center manager uses AI call data to forecast call volumes, optimize staffing, and manage agent schedules.

Steps: 1. Analytics aggregates historical call data: - Call volume by hour, day, week - Average handle time by category - Agent availability patterns 2. AI Call Intelligence provides: - Call category distribution trends - Seasonal patterns - Campaign-driven volume spikes 3. Manager uses insights for staffing: - Attendance Tracking monitors agent presence - Scheduling manages shift assignments - Availability Slots track agent capacity 4. Automation triggers alerts: - Queue length exceeds threshold - Average wait time rising - Agent utilization above 90% 5. Real-time adjustments: - Break schedules shifted - Backup agents activated - IVR deflection increased 6. Tasks for workforce optimization: - Hire for predicted growth - Cross-train agents on trending topics - Schedule training during low-volume periods 7. Monthly workforce report: - Staffing efficiency - Cost per call - Service level achievement - Forecast accuracy 8. Call minutes quota tracked: - Usage vs. allocation - Cost projections - Top-up planning

Expected Outcome: Data-driven workforce management with AI-powered volume forecasting and real-time optimization.

Business Value: - Optimal staffing levels - Reduced overtime costs - Service level maintenance - Predictive hiring - Budget forecasting

UC-CALLCENTER-010: Omnichannel Handoff — Chat to Call to Follow-Up¶

Business Scenario: Customer starts on WhatsApp, escalates to phone call, and receives automated follow-up — all tracked in one unified conversation.

Steps: 1. Customer messages via WhatsApp: "I have a billing issue" 2. Bot Flow attempts resolution: - Checks account balance - Shows recent transactions - Bot can't resolve complex dispute 3. Bot offers: "Would you like to speak with an agent?" 4. Customer agrees → agent notified in Inbox 5. Agent reviews full WhatsApp conversation history 6. Agent calls customer via Click-to-Call (SIP softphone) 7. Call recorded — AI has context from prior chat: - Transcription includes billing details discussed - Sentiment tracked across both channels - Resolution documented 8. Call ends → AI generates: - Summary combining chat + call context - Action items from call - Resolution classification 9. Automation sends post-call follow-up via WhatsApp: - "As discussed, here's a summary of the changes..." - Confirmation of any credits/adjustments - "Reply here if you need anything else" 10. Contact timeline shows complete journey: - WhatsApp messages - Bot interactions - Agent chat - Phone call with transcript - Follow-up messages 11. Analytics tracks omnichannel metrics: - Channel escalation rates - Resolution by channel combination - Customer effort score - First-contact resolution vs. multi-touch

Expected Outcome: Seamless omnichannel experience where context flows from chat to call and back, fully documented by AI.

Business Value: - No context loss between channels - Reduced customer effort - Complete interaction history - True omnichannel analytics - Agent efficiency (no repeat questions)

UC-CALLCENTER-011: PBX/VoIP Integration via Call Recording Webhook¶

Business Scenario: Organization uses an existing PBX system (Asterisk, FreePBX, 3CX, etc.) and wants all calls automatically analyzed by ConnectGain AI.

Steps: 1. Admin generates API Key in ConnectGain settings 2. PBX configured to trigger webhook on call completion:

POST /functions/v1/call-recording-webhook
Headers: X-API-Key: cg_xxxxx
Body: {
"external_call_id": "pbx-call-12345",
"recording_url": "https://pbx.company.com/recordings/12345.mp3",
"customer_phone": "+201001234567",
"agent_identifier": "agent@company.com",
"duration_seconds": 245,
"direction": "inbound",
"call_timestamp": "2026-03-25T10:30:00Z"
}

3. ConnectGain receives webhook: - Downloads recording from URL - Stores in secure storage - Matches contact by phone number (or creates new) - Identifies agent by email 4. AI Pipeline processes: - Transcription → Analysis → Classification - Results linked to contact timeline 5. PBX system receives call.processed webhook back: - Sentiment, action items count - Can update PBX CRM integration 6. Analytics combines PBX data with AI insights: - Call volume from PBX - AI quality scores per agent - Topic distribution - Customer satisfaction predictions 7. No changes to existing PBX workflow required

Expected Outcome: Any PBX/VoIP system connected to ConnectGain AI in minutes, with zero workflow disruption.

Business Value: - Works with any phone system - No rip-and-replace - AI layer on top of existing infrastructure - Quick deployment (API key + webhook) - Full call analytics without new hardware

UC-CALLCENTER-012: Mobile Call Recording App for Field Teams¶

Business Scenario: Field sales reps and service technicians make calls from personal phones. A mobile app records and uploads calls for AI analysis.

Steps: 1. Field agent installs ConnectGain mobile recorder app 2. Agent logs in via Mobile API (POST /mobile-api/login) 3. Agent browses contacts (GET /mobile-api/contacts) 4. Agent makes call from mobile phone 5. App records the call locally 6. After call ends, app uploads recording:

POST /mobile-api/call-recording
Content-Type: multipart/form-data
- file: recording.m4a
- customer_phone: +201001234567
- duration_seconds: 180
- direction: outbound
- notes: "Discussed service renewal"

7. Server stores recording and triggers AI pipeline 8. Agent can view AI summary on mobile immediately: - Transcription - Action items (pushed as tasks) - Next steps 9. Back in office, manager views all field calls: - Call Intelligence dashboard - Per-agent activity reports - Customer visit frequency 10. Automation creates follow-up tasks from field calls 11. Analytics tracks: - Field team call activity - Customer coverage - Sentiment from field interactions - Follow-up completion rates

Expected Outcome: Complete field team call documentation with AI analysis, eliminating the "black hole" of untracked mobile calls.

Business Value: - 100% field call documentation - AI-generated follow-ups from field visits - Manager visibility into field activities - Customer relationship continuity - No expensive hardware needed

Retail Industry Use Cases¶

UC-RETAIL-001: In-Store Customer Engagement via WhatsApp¶

Business Scenario: A retail chain wants to capture in-store visitors' contact info and continue engagement via WhatsApp for promotions, loyalty programs, and feedback.

Steps: 1. QR codes placed at checkout counters and product displays 2. Customer scans QR → opens WhatsApp conversation with store 3. Bot Flow greets customer and collects: - Name and phone number - Preferred product categories - Loyalty program opt-in 4. Contact auto-created with tags: "in-store", "walk-in", store location 5. Automation triggers welcome sequence: - Welcome message with store benefits - Digital loyalty card link - Current promotions 6. Deal created in "Customer Acquisition" pipeline 7. Post-visit follow-up (next day): - "How was your shopping experience?" survey - Product recommendations based on stated interests 8. AI Call Intelligence used for phone inquiries: - Customer calls store → recorded and transcribed - Sentiment tracked per interaction - Action items auto-created for staff 9. Weekly Campaign sends personalized offers 10. Analytics tracks: - In-store to digital conversion rate - Repeat purchase rates - Customer lifetime value

Expected Outcome: Seamless bridge between in-store and digital engagement, building a customer database with ongoing personalized communication.

Business Value: - Captures 30-50% more customer data - Automated post-visit engagement - Loyalty program digitization - Measurable ROI on in-store traffic - Customer lifetime value increase

UC-RETAIL-002: Product Return & Exchange Management¶

Business Scenario: Retail business handles product returns and exchanges through WhatsApp, tracking each case from request to resolution.

Steps: 1. Customer messages store via WhatsApp: "I want to return an item" 2. Bot Flow initiates return process: - Collects order number or receipt photo - Asks return reason - Checks return policy eligibility 3. If eligible, bot provides return instructions 4. Task created for store staff: "Process return for {{contact.name}}" 5. Conversation assigned to returns specialist 6. Agent coordinates pickup or drop-off 7. Deal in "Returns" pipeline tracks status: - Return Requested → Item Received → Inspected → Refund/Exchange Processed 8. Automation sends status updates at each stage 9. AI Call Intelligence handles phone returns: - Customer calls to complain → sentiment analyzed - Negative sentiment triggers priority escalation - Action items created for resolution team 10. Resolution confirmed → satisfaction survey sent 11. Analytics tracks return rates, reasons, and resolution times

Expected Outcome: Streamlined return/exchange process with full tracking, automated updates, and sentiment-aware escalation.

Business Value: - Faster return processing - Customer satisfaction during returns - Return reason analytics for product improvement - Reduced call center load - AI-detected dissatisfaction triggers proactive recovery

UC-RETAIL-003: Seasonal Sale Campaign with AI Call Follow-Up¶

Business Scenario: A retail chain launches a seasonal sale and uses multi-channel campaigns with AI-powered call follow-up for high-value leads.

Steps: 1. Campaign created for "Summer Sale 2026" 2. Customer segments defined: - VIP customers (high spend) - Dormant customers (no purchase 90+ days) - New subscribers 3. Multi-channel campaign executed: - WhatsApp: Rich media with product images - SMS: Short promotional links - Email: Full catalog with HTML design 4. Bot Flow handles responses: - Product inquiries → agent handoff - "Not interested" → tagged for exclusion 5. High-value leads flagged for personal call: - Agent calls VIP customers - Call recording uploaded automatically - AI transcribes and analyzes each call - Action items created (e.g., "Send VIP pricing to Ahmed") 6. Deals created for interested leads 7. Automation sends abandoned cart reminders 8. Post-sale follow-up: - Delivery tracking updates - Review requests - Cross-sell recommendations 9. Analytics dashboard shows: - Campaign ROI - Channel performance comparison - Call conversion rates - Customer acquisition cost

Expected Outcome: Integrated seasonal campaign with AI-enhanced personal outreach driving maximum conversion.

Business Value: - 3-5x ROI on campaign spend - Personal touch for VIP customers - AI-powered call insights improve future campaigns - Complete attribution tracking

UC-RETAIL-004: Inventory Inquiry & Stock Notification¶

Business Scenario: Customers inquire about product availability across multiple store locations.

Steps: 1. Customer asks via WhatsApp: "Do you have Nike Air Max in size 42?" 2. Bot Flow collects: - Product name/SKU - Preferred size/color - Preferred store location 3. Bot checks availability via HTTP Action to inventory API 4. If in stock → provides store location and directions 5. If out of stock: - Offers to notify when available - Suggests alternatives - Creates Task for procurement team 6. Customer opts for notification → Automation monitors stock 7. Stock arrives → automatic WhatsApp notification sent 8. Customer confirms interest → Deal created 9. AI Call Intelligence handles phone stock inquiries: - Common product requests extracted as keywords - Demand patterns identified from call analysis 10. Analytics tracks most requested products and stockout rates

Expected Outcome: Instant stock checking with automated restock notifications and demand intelligence from calls.

Business Value: - Reduced lost sales from stockouts - Demand forecasting from call keywords - Customer convenience - Procurement optimization

UC-RETAIL-005: Multi-Branch Staff Communication & Coordination¶

Business Scenario: A retail chain with multiple branches needs centralized staff communication, shift management, and performance tracking.

Steps: 1. Each branch set up as Team with agents 2. Attendance Tracking for clock-in/clock-out per branch 3. Internal AI Assistant used for: - Staff policy questions - Procedure lookups - Training material access 4. Tasks assigned across branches for: - Visual merchandising updates - Price change implementations - Promotional setup 5. Scheduling for staff meetings and training sessions 6. AI Call Intelligence monitors customer service calls per branch: - Branch-level sentiment comparison - Agent performance ranking - Common complaint identification per location 7. Projects track store renovation/refit activities 8. Analytics compares branch performance

Expected Outcome: Centralized multi-branch operations with AI-powered performance insights.

Business Value: - Operational consistency across branches - Performance benchmarking - AI-driven staff coaching - Reduced coordination overhead

E-Commerce Industry Use Cases¶

UC-ECOM-001: Order Tracking & Delivery Updates via WhatsApp¶

Business Scenario: An e-commerce business wants to provide real-time order updates through WhatsApp, reducing "Where is my order?" support tickets.

Steps: 1. Customer places order on website 2. Webhook receives order event from e-commerce platform 3. Contact matched or created by phone/email 4. Automation sends order confirmation via WhatsApp template 5. Order status changes trigger automated updates: - Order confirmed → template message - Shipped → tracking link sent - Out for delivery → estimated time - Delivered → confirmation + review request 6. Customer replies with questions → routed to Inbox 7. Bot Flow handles common queries: - "Where is my order?" → pulls tracking info via HTTP - "Cancel order" → checks eligibility, routes to agent - "Change address" → collects new address, creates task 8. AI Call Intelligence for phone order inquiries: - Transcription captures order numbers mentioned - Auto-links call to contact and relevant deal - Action items for unresolved delivery issues 9. Analytics tracks: - WISMO (Where Is My Order) reduction rate - Bot resolution rate - Customer satisfaction post-delivery

Expected Outcome: Proactive order communication reducing support tickets by 60-80%.

Business Value: - Dramatic reduction in support inquiries - Higher customer satisfaction - Automated tracking without agent involvement - AI insights from escalated calls

UC-ECOM-002: Abandoned Cart Recovery Campaign¶

Business Scenario: E-commerce business loses 70% of carts to abandonment. Automated recovery through WhatsApp and SMS with personalized follow-up.

Steps: 1. Webhook receives cart abandonment event 2. Contact identified by phone or email 3. Automation triggers recovery sequence: - 1 hour: WhatsApp message "You left items in your cart!" - 6 hours: SMS reminder with discount code - 24 hours: WhatsApp with social proof ("12 others bought this today") - 48 hours: Final offer with limited-time discount 4. Customer responds → conversation in Inbox 5. Bot Flow handles common objections: - "Too expensive" → offers payment plans - "Found it cheaper" → price match workflow - "Just browsing" → adds to nurture sequence 6. High-value carts ($500+) flagged for personal call: - Agent calls customer - Call recorded and analyzed by AI - Sentiment tracked (hesitation vs. objection) - Specific objections captured as keywords 7. Deal tracks cart recovery through pipeline 8. Recovered → order confirmation flow initiated 9. Analytics tracks recovery rate by channel and sequence step

Expected Outcome: 15-25% cart recovery rate with multi-channel automated sequences and AI-powered personal outreach for high-value carts.

Business Value: - Recovers lost revenue automatically - AI call analysis reveals common objections - Optimized messaging from sentiment data - Personalized high-value recovery

UC-ECOM-003: Product Launch Campaign with Influencer Coordination¶

Business Scenario: E-commerce business launching a new product line, coordinating with influencers and running a multi-channel launch campaign.

Steps: 1. Project created: "Summer Collection Launch" 2. Tasks for preparation: - Product photography - Description writing - Inventory preparation - Influencer outreach 3. Influencers managed as Contacts with tag "influencer" 4. Companies for influencer agencies 5. Deals track influencer partnerships: - Outreach → Negotiation → Agreement → Content Creation → Published 6. Campaign planned: - Pre-launch teaser (WhatsApp to VIP list) - Launch day blast (all channels) - Post-launch follow-up 7. Bot Flow handles product inquiries: - Size guide - Material details - Shipping estimates 8. AI Call Intelligence for launch day support calls: - High volume call transcription - Trending keywords identify common questions - Auto-tag calls as "product-launch" related - Sentiment monitoring for product reception 9. Analytics tracks launch metrics: - Channel attribution - Conversion rates - Revenue per channel

Expected Outcome: Coordinated product launch with influencer management, multi-channel campaign, and real-time AI insights.

Business Value: - Organized launch execution - Influencer ROI tracking - Real-time customer feedback from calls - Channel performance optimization

UC-ECOM-004: Customer Review & Feedback Collection¶

Business Scenario: E-commerce business wants to systematically collect and analyze customer feedback across channels.

Steps: 1. Automation triggers post-delivery (3 days after): - WhatsApp: "How would you rate your purchase?" - Quick reply buttons: ⭐1-5 2. Positive reviews (4-5 stars): - Thank you message - Request to leave review on Google/website - Referral program invitation 3. Negative reviews (1-2 stars): - Apology message - Agent assigned immediately - Task created: "Resolve complaint for {{contact.name}}" 4. Agent calls dissatisfied customer: - Call recorded and analyzed - AI extracts specific issues - Resolution score tracked - Action items for product team 5. Webhook sends feedback data to analytics platform 6. AI Call Intelligence aggregates: - Most common product complaints - Sentiment trends over time - Resolution effectiveness 7. Analytics dashboard shows: - NPS score trends - Product-level satisfaction - Agent resolution performance

Expected Outcome: Systematic feedback collection with AI-powered analysis of customer calls for product and service improvement.

Business Value: - Higher review collection rates - Proactive complaint resolution - Product improvement insights from call data - Customer retention improvement

UC-ECOM-005: Supplier & Vendor Communication Management¶

Business Scenario: E-commerce business manages relationships with multiple suppliers, tracking orders, negotiations, and quality issues.

Steps: 1. Each supplier created as Company with contacts 2. Deals track purchase orders: - RFQ Sent → Quote Received → Negotiation → PO Issued → Shipped → Received → QC Passed 3. Communication via Inbox (WhatsApp/Email) 4. Bot Flow for supplier self-service: - PO status inquiries - Invoice submission - Delivery schedule updates 5. Quality issues tracked as Tasks: - Defect reports with photos - Return requests - Credit note requests 6. Supplier calls managed via Call Intelligence: - Price negotiation calls recorded - Key terms and commitments extracted as action items - Sentiment analysis for relationship health 7. Automation sends: - Payment reminders - Reorder alerts when stock low - Quality report summaries 8. Analytics tracks: - Supplier performance scores - Lead time trends - Quality metrics

Expected Outcome: Organized supplier management with AI-powered call insights for better negotiations and quality tracking.

Business Value: - Better supplier relationships - Negotiation intelligence from call analysis - Quality management automation - Procurement efficiency

FinTech Industry Use Cases¶

UC-FINTECH-001: KYC Onboarding & Document Collection via WhatsApp¶

Business Scenario: A fintech company needs to collect KYC documents from customers during onboarding through a secure, conversational flow.

Steps: 1. Customer signs up on fintech app 2. Webhook triggers WhatsApp onboarding sequence 3. Bot Flow guides document collection: - Step 1: Welcome + explain requirements - Step 2: Request national ID (front/back) - Step 3: Request proof of address - Step 4: Request selfie with ID - Step 5: Confirmation of submission 4. Documents received as media messages → stored securely 5. Contact updated with KYC status tags 6. Deal in "KYC Pipeline": - Documents Submitted → Under Review → Approved/Rejected 7. Automation sends status updates: - "Documents received, under review" - "Additional document needed: [specific document]" - "KYC approved! Account activated" 8. AI Call Intelligence for support calls: - Customers calling about KYC status → transcribed - Common issues extracted (missing documents, blurry photos) - Action items for compliance team - Sentiment tracking for onboarding experience 9. Task auto-created for compliance officer review 10. Analytics tracks: - Onboarding completion rates - Average onboarding time - Drop-off points - Call volume for KYC issues

Expected Outcome: Streamlined KYC collection via WhatsApp with AI-powered call support and complete audit trail.

Business Value: - 50% faster onboarding - Reduced compliance review time - Better customer experience - Call insights improve the process - Complete audit trail

UC-FINTECH-002: Loan Application Status Tracking¶

Business Scenario: Fintech lender wants to provide real-time loan application status updates and handle inquiries across channels.

Steps: 1. Loan application submitted → Webhook creates Deal in "Loan Pipeline" 2. Pipeline stages: - Application Received → Document Verification → Credit Check → Underwriting → Approved/Declined → Disbursed 3. Contact tagged with loan product type 4. Automation sends updates at each stage change: - WhatsApp template: "Your loan application status has been updated to: {{stage}}" 5. Bot Flow handles inquiries: - "What's my application status?" → checks deal stage - "What documents do I need?" → lists requirements - "When will I get the money?" → estimated timeline 6. Complex queries routed to loan officer in Inbox 7. AI Call Intelligence for phone inquiries: - Applicants calling for status → transcribed - Urgency and frustration detected via sentiment - Common questions aggregated (keywords: "delay", "documents", "rejected") - Auto-tasks created for loan officers 8. Declined applications: - Empathetic message with reasons - Alternative products suggested - Callback option offered 9. Scheduling for callback appointments with loan officers 10. Analytics tracks: - Application-to-approval conversion - Average processing time - Call volume per pipeline stage - Sentiment correlation with conversion

Expected Outcome: Transparent loan processing with proactive updates and AI-powered phone support.

Business Value: - Reduced "status inquiry" calls by 70% - Better applicant experience - Sentiment-driven process improvements - Faster loan processing

UC-FINTECH-003: Payment Failure & Collection Management¶

Business Scenario: Fintech company handles payment failures and collections through automated multi-channel outreach with AI call analytics.

Steps: 1. Webhook receives payment failure event 2. Contact identified and tagged "payment-overdue" 3. Automation triggers collection sequence: - Day 0: WhatsApp "Payment failed, please update payment method" - Day 3: SMS reminder with payment link - Day 7: Email with account details - Day 14: WhatsApp "Important: Account at risk" 4. Customer responds → conversation in Inbox 5. Bot Flow handles payment-related queries: - "How do I pay?" → payment link - "I can't pay right now" → routes to agent for payment plan - "I already paid" → agent verification 6. High-risk accounts flagged for personal call: - Agent calls customer - Call recorded and AI-analyzed - Sentiment tracks customer financial stress - Payment commitments captured as action items - Classification: "payment plan request", "dispute", "hardship" 7. Deal in "Collections Pipeline": - Overdue → Contacted → Payment Plan → Partial Payment → Resolved 8. Task tracks follow-ups for each commitment 9. Analytics tracks: - Collection rate by channel - Payment plan adherence - Agent effectiveness - Sentiment trends in collection calls

Expected Outcome: Automated collection with empathetic AI-powered call handling and multi-channel outreach.

Business Value: - Higher collection rates - Reduced delinquency - Empathetic approach (sentiment-aware) - Regulatory compliance (recorded calls) - Payment plan tracking

UC-FINTECH-004: Investment Advisory & Portfolio Updates¶

Business Scenario: A wealth-tech platform provides portfolio updates and investment advice through WhatsApp with AI-enhanced advisory calls.

Steps: 1. Webhook receives market/portfolio events 2. Automation sends personalized alerts: - Portfolio performance summaries (daily/weekly) - Significant market movements - Investment opportunity alerts 3. Clients respond with questions → Inbox 4. Bot Flow handles FAQs: - "What's my balance?" → API lookup - "Show my returns" → generates summary - "I want to invest more" → routes to advisor 5. Advisory calls managed via Call Intelligence: - All advisory calls recorded (regulatory compliance) - AI transcribes investment discussions - Key decisions captured as action items - Risk tolerance inferred from sentiment - Keywords: specific fund names, amounts, concerns 6. Deal tracks investment decisions: - Interest → Consultation → Proposal → Commitment → Executed 7. Scheduling for client advisory meetings 8. Analytics tracks: - Client engagement rates - Advisory call effectiveness - Investment conversion rates - Client sentiment trends

Expected Outcome: Proactive portfolio communication with AI-powered advisory call compliance and insights.

Business Value: - Regulatory compliance (call recordings) - Client engagement improvement - Advisory quality monitoring - Proactive client management

UC-FINTECH-005: Fraud Alert & Account Security¶

Business Scenario: Fintech detects suspicious activity and needs to alert customers instantly across channels while tracking resolution.

Steps: 1. Fraud detection system triggers Webhook 2. Automation sends immediate alerts: - WhatsApp: "⚠️ Suspicious activity detected on your account" - SMS: "Urgent: Verify recent transaction. Call us at [number]" 3. Task created: "Investigate fraud alert for {{contact.name}}" 4. Customer responds → priority conversation in Inbox 5. Bot Flow for initial triage: - "Yes, it was me" → unblock account - "No, I don't recognize it" → escalate to fraud team 6. Fraud team calls customer: - Call recorded for evidence - AI transcription for case documentation - Key details extracted (transaction amounts, dates, locations) - Sentiment analysis for customer distress 7. Deal in "Fraud Cases" pipeline: - Alert → Investigation → Customer Verified → Resolved/Escalated 8. Resolution: - Account secured → confirmation sent - Refund processed → status updates 9. Analytics tracks: - Fraud detection accuracy - Response time - Resolution time - Customer satisfaction post-fraud

Expected Outcome: Instant fraud alerting with AI-documented investigation calls and complete case tracking.

Business Value: - Rapid customer protection - Complete investigation documentation - Evidence from AI-transcribed calls - Regulatory compliance - Customer trust maintenance

Banking Industry Use Cases¶

UC-BANK-001: Account Opening Journey via WhatsApp¶

Business Scenario: A bank offers account opening through WhatsApp, guiding customers through the process with minimal branch visits.

Steps: 1. Customer initiates via WhatsApp: "I want to open an account" 2. Bot Flow qualifies and guides: - Account type selection (savings, current, salary) - Eligibility check (nationality, age, employment) - Document requirements explained - Document upload (ID, proof of address, salary certificate) 3. Contact created with "account-opening" tag 4. Deal in "Account Opening" pipeline: - Inquiry → Documents Submitted → Verification → Approved → Account Active 5. Task for operations: "Verify documents for {{contact.name}}" 6. Automation sends updates: - "Documents received, verification in progress" - "Please visit branch for signature (appointment scheduled)" - "Account opened! Your details: IBAN [xxx]" 7. Scheduling for branch appointment 8. AI Call Intelligence for support: - Customers call with questions during process - Common blockers identified (missing documents, eligibility) - Action items for relationship managers 9. Post-opening engagement: - Welcome package sent via WhatsApp - Card activation instructions - Digital banking setup guide 10. Analytics tracks: - Application completion rates - Branch visit reduction - Time-to-activation

Expected Outcome: Digital-first account opening with minimal branch visits, AI-supported phone assistance.

Business Value: - Reduced branch footfall - Faster account opening - Better customer experience - AI insights improve process bottlenecks

UC-BANK-002: Credit Card Dispute Resolution¶

Business Scenario: Bank handles credit card transaction disputes through multi-channel communication with AI-documented resolution process.

Steps: 1. Customer contacts bank: "I see a charge I don't recognize" 2. Bot Flow collects dispute details: - Card last 4 digits - Transaction amount and date - Merchant name (if visible) - Is card lost/stolen? 3. If card compromised → immediate block + new card issuance 4. Task created: "Investigate dispute for {{contact.name}}" 5. Deal in "Disputes" pipeline: - Filed → Under Investigation → Provisional Credit → Resolved 6. Investigation team calls customer: - Call recorded for compliance - AI transcribes detailed transaction discussion - Key evidence captured as action items - Classification: "unauthorized transaction", "merchant dispute", "billing error" 7. Automation sends updates at each stage 8. Provisional credit issued → notification sent 9. Final resolution: - Dispute upheld → permanent credit - Dispute denied → explanation sent with appeal options 10. Analytics tracks: - Dispute volume and types - Resolution times - Customer satisfaction - Fraud pattern detection from call keywords

Expected Outcome: Streamlined dispute resolution with AI-documented investigation and compliance-ready call records.

Business Value: - Regulatory compliance (documented calls) - Faster resolution times - Fraud pattern detection - Customer satisfaction during disputes

UC-BANK-003: Loan Restructuring & Hardship Programs¶

Business Scenario: Bank offers loan restructuring for customers facing financial hardship, with empathetic AI-monitored communication.

Steps: 1. Customer contacts bank about payment difficulty 2. Bot Flow assesses situation: - Current loan details - Nature of hardship - Preferred resolution (lower payments, extension, etc.) 3. Contact tagged "hardship-request" 4. Deal in "Restructuring" pipeline 5. Relationship manager assigned via Auto-Assignment 6. Manager calls customer: - Call recorded (regulatory requirement) - AI monitors sentiment throughout conversation - Financial commitments captured as action items - Classification: "job loss", "medical", "business downturn" 7. Restructuring options presented: - Extended tenure - Reduced installments - Grace period 8. Customer agrees → documents sent via WhatsApp 9. Automation tracks new payment schedule 10. Monthly check-in calls: - Sentiment tracked over time - Recovery trajectory monitored - Additional support triggered if sentiment drops 11. Analytics tracks: - Restructuring success rates - Customer sentiment trajectory - Default prevention rate

Expected Outcome: Empathetic hardship management with AI sentiment monitoring throughout the recovery journey.

Business Value: - Default prevention - Regulatory compliance - Customer retention during hardship - Sentiment-driven intervention - Portfolio risk management

UC-BANK-004: Branch Appointment & Queue Management¶

Business Scenario: Bank reduces walk-in crowds by offering appointment scheduling via WhatsApp with intelligent routing.

Steps: 1. Customer messages: "I need to visit the branch" 2. Bot Flow qualifies purpose: - Account opening - Loan application - Document submission - Complaint resolution 3. Scheduling offers available time slots at nearest branch 4. Appointment confirmed via WhatsApp template 5. Automation sends reminders: - Day before: confirmation + required documents list - 2 hours before: "Your appointment is coming up" 6. Task created for branch staff: "Prepare for {{contact.name}} appointment" 7. No-show management: - If customer doesn't arrive → follow-up message - Rescheduling option offered 8. Post-visit: - Satisfaction survey sent - Follow-up tasks from visit 9. AI Call Intelligence for branch complaints: - Calls about branch experience analyzed - Common complaints per branch identified - Branch-level sentiment comparison 10. Analytics tracks: - Appointment booking rates - No-show rates - Branch load balancing - Customer satisfaction per branch

Expected Outcome: Organized branch visits with reduced wait times and AI-powered service quality monitoring.

Business Value: - Reduced branch congestion - Better customer experience - Staff preparation for appointments - Branch performance insights

UC-BANK-005: Wealth Management Client Communication¶

Business Scenario: Private banking division manages high-net-worth client relationships with premium, personalized communication.

Steps: 1. HNW clients managed as Contacts with "premium" tag 2. Each client has Company record with financial profile 3. Deal tracks investment opportunities per client 4. Relationship manager communication: - Market updates via WhatsApp - Investment proposals sent - Portfolio reviews scheduled 5. Scheduling for quarterly portfolio reviews 6. All advisory calls via AI Call Intelligence: - Full compliance recording - Investment recommendations documented - Client risk appetite tracked via sentiment - Action items: "Client requested allocation to emerging markets" - Keywords track investment interests 7. Automation sends: - Monthly portfolio summaries - Regulatory disclosure reminders - Event invitations (exclusive banking events) 8. Projects track complex investment structures: - Multi-asset portfolios - Estate planning - Tax optimization 9. Analytics for wealth management: - Assets under management growth - Client engagement frequency - Advisory call quality scores - Revenue per relationship manager

Expected Outcome: Premium client management with full compliance call recording and AI-powered advisory insights.

Business Value: - Regulatory compliance (MiFID II, etc.) - Superior client experience - Advisory quality improvement - AUM growth tracking - Risk management

Insurance Industry Use Cases¶

UC-INSURANCE-001: Claims Processing & Communication¶

Business Scenario: Insurance company handles claims from filing to settlement through WhatsApp with AI-analyzed phone assessments.

Steps: 1. Policyholder reports claim via WhatsApp: "I had a car accident" 2. Bot Flow collects initial details: - Policy number - Date and location of incident - Photos/videos of damage - Police report number (if applicable) 3. Contact updated, tagged "active-claim" 4. Deal in "Claims Pipeline": - Reported → Documentation → Assessment → Approval → Settlement → Closed 5. Task for claims adjuster: "Assess claim #{{deal.id}}" 6. Adjuster calls policyholder: - Call recorded for evidence - AI transcribes incident details - Key facts extracted as action items - Classification: "auto-accident", "property-damage", "health-claim" 7. Automation sends updates at each stage 8. Assessment complete → settlement offer via WhatsApp 9. Policyholder accepts/negotiates → tracked in deal 10. Settlement processed → confirmation sent 11. Analytics tracks: - Average claim processing time - Settlement amounts - Customer satisfaction - Fraud indicators from call sentiment

Expected Outcome: Fast, transparent claims processing with AI-documented assessments and continuous customer communication.

Business Value: - Faster claims processing - Evidence documentation (call recordings) - Fraud detection from sentiment/keywords - Customer satisfaction during stressful events

UC-INSURANCE-002: Policy Renewal & Upsell Campaign¶

Business Scenario: Insurance company proactively manages policy renewals and identifies upsell opportunities through automated campaigns and personal calls.

Steps: 1. Automation identifies policies expiring in 30 days 2. Renewal campaign triggered: - Day 30: WhatsApp reminder with renewal benefits - Day 15: Email with policy comparison (current vs. upgraded) - Day 7: SMS "Your policy expires soon, renew now" - Day 1: Urgent WhatsApp "Last day to renew!" 3. Bot Flow handles responses: - "Renew same plan" → payment link - "What's new?" → plan comparison - "I want to cancel" → routes to retention agent 4. Retention calls for at-risk customers: - Call recorded and analyzed - Reasons for cancellation captured - Counter-offers documented as action items - Sentiment analysis tracks customer loyalty 5. Upsell opportunities: - Life insurance to auto insurance customers - Add-on riders suggested - Family bundle offers 6. Deal tracks renewal/upsell: - Reminder Sent → Engaged → Renewed/Upgraded/Churned 7. Analytics tracks: - Renewal rates - Upsell conversion - Churn reasons (from call keywords) - Campaign effectiveness

Expected Outcome: Proactive renewal management with AI-powered retention insights from customer calls.

Business Value: - Higher renewal rates - Increased policy value (upsell) - Churn prevention with AI insights - Revenue optimization

Automotive Industry Use Cases¶

UC-AUTO-DEALER-001: Vehicle Inquiry to Test Drive to Sale¶

Business Scenario: Car dealership manages the complete customer journey from initial inquiry to vehicle delivery.

Steps: 1. Customer inquires via WhatsApp: "Interested in Toyota Camry 2026" 2. Bot Flow qualifies: - New or pre-owned preference - Budget range - Trade-in vehicle details - Preferred color/features 3. Contact created with tags: "camry", "new-vehicle", budget range 4. Deal in "Vehicle Sales" pipeline: - Inquiry → Test Drive Scheduled → Visited → Negotiation → Contract → Delivered 5. Scheduling for test drive appointment 6. Automation sends pre-visit info: - Vehicle specs and photos - Financing options - Trade-in value estimate 7. Post-test drive: - Agent calls to follow up - Call recorded — AI captures preferences, objections - Action items: "Customer wants leather seats option pricing" 8. Negotiation tracked in deal with notes 9. Sale closed → delivery scheduling 10. Post-delivery: - Service reminders scheduled - Insurance renewal tracking - Referral program invitation 11. AI Call Intelligence aggregates: - Most requested vehicles - Common objections (price, features) - Negotiation patterns - Agent closing effectiveness

Expected Outcome: Complete vehicle sales journey with AI-powered follow-up insights and objection analysis.

Business Value: - Higher test drive conversion - Objection pattern analysis - Agent coaching from call data - Customer lifecycle management

UC-AUTO-DEALER-002: Service Center Appointment & Follow-Up¶

Business Scenario: Dealership service center manages maintenance appointments, service updates, and post-service follow-up.

Steps: 1. Customer messages: "My car needs service" 2. Bot Flow collects: - Vehicle make/model/year - Service type (routine, repair, recall) - Preferred date/time - Description of issue 3. Scheduling for service appointment 4. Automation sends: - Confirmation with checklist - Morning-of reminder - Drop-off instructions 5. Task for service advisor: "Prepare bay for {{contact.name}}" 6. During service: - Status updates via WhatsApp ("Diagnosis complete") - Approval requests for additional work - Cost estimates sent for approval 7. Service advisor calls for complex repairs: - Call recorded — AI captures repair decisions - Customer approval documented - Action items for parts ordering 8. Service complete → pickup notification 9. Post-service: - Satisfaction survey - Next service reminder scheduled 10. Analytics tracks: - Service revenue per advisor - Customer satisfaction - Common repair types - Recall response rates

Expected Outcome: Seamless service experience with transparent communication and AI-documented repair approvals.

Business Value: - Service revenue optimization - Customer retention - Repair approval documentation - Predictive maintenance insights

UC-AUTO-DEALER-003: Used Car Trade-In Valuation & Negotiation¶

Business Scenario: Car dealership manages trade-in inquiries from initial valuation through negotiation to deal closure, with AI-analyzed negotiation calls.

Steps: 1. Customer messages via WhatsApp: "I want to trade in my car" 2. Bot Flow collects vehicle details: - Make, model, year - Mileage - Condition (excellent/good/fair/poor) - Photos of exterior, interior, dashboard 3. Contact created with tag "trade-in" 4. Deal in "Trade-In Pipeline": - Inquiry → Preliminary Valuation → Inspection Scheduled → Inspected → Offer Made → Accepted/Declined 5. Bot provides preliminary estimate range via API lookup 6. Scheduling for in-person inspection appointment 7. Automation sends: - Appointment confirmation - Required documents list (registration, insurance, service history) - Directions to dealership 8. Inspection complete → valuation determined 9. Negotiation call: - Call recorded — AI captures counter-offers - Price expectations documented - Customer sentiment tracked (satisfied vs. frustrated) - Action items: "Customer wants +5K — check manager approval" - Keywords: competitor offers, market prices mentioned 10. If accepted: - Trade-in credited toward new vehicle - Deal linked to new vehicle sale deal - Paperwork initiated via WhatsApp document sharing 11. If declined: - Follow-up offer scheduled - Market updates sent periodically - Re-engagement when prices change 12. Analytics tracks: - Trade-in conversion rates - Average negotiation gap (offer vs. ask) - Most traded vehicle models - Negotiation success patterns from AI call data

Expected Outcome: Streamlined trade-in process with AI-powered negotiation insights and automated follow-up for declined offers.

Business Value: - Higher trade-in conversion - Negotiation pattern optimization - Competitive pricing intelligence from call keywords - Customer re-engagement automation - Inventory acquisition insights

UC-AUTO-DEALER-004: Vehicle Financing & Loan Application Support¶

Business Scenario: Dealership helps customers apply for vehicle financing, guiding them through the process and managing bank communications.

Steps: 1. Customer interested in financing → Bot Flow pre-qualifies: - Employment status - Monthly income range - Down payment available - Credit history (self-reported) 2. Deal in "Financing Pipeline": - Pre-Qualification → Application → Bank Submission → Approved/Declined → Disbursed 3. Required documents collected via WhatsApp: - Salary certificates - Bank statements - ID documents 4. Task for finance manager: "Submit finance application for {{contact.name}}" 5. Finance manager calls customer to discuss options: - Call recorded — AI captures: - Preferred monthly payment - Loan term preferences - Questions about insurance bundling - Concerns about interest rates - Action items: "Send comparison of 3 bank offers" 6. Bank responses managed: - Automation updates customer on approval status - Multiple bank offers compared - Best offer recommended 7. Approval received → Automation sends: - Congratulations message - Contract signing appointment - Insurance options 8. Analytics tracks: - Financing approval rates by bank - Average loan amounts - Processing times - Agent performance on finance deals

Expected Outcome: End-to-end financing support with AI-documented customer preferences and automated multi-bank application tracking.

Business Value: - Higher financing conversion - Better bank offer matching - Customer preference insights from calls - Faster processing time - Finance department efficiency

UC-AUTO-DEALER-005: New Vehicle Launch & Pre-Order Campaign¶

Business Scenario: Dealership launches a new vehicle model with a pre-order campaign, managing interest from inquiry to delivery.

Steps: 1. Campaign created: "2026 Model X Launch" 2. Target segments: - Existing owners of previous model - Customers who inquired about competitors - VIP loyalty members 3. Multi-channel launch: - WhatsApp: Teaser images + video - SMS: Launch event invitation - Email: Full specs and pricing 4. Bot Flow handles responses: - "Tell me more" → detailed specs sent - "Price?" → pricing packages shared - "Pre-order" → reservation process started 5. Pre-order Deal pipeline: - Interest → Reserved (deposit) → Configured → Allocated → Delivery Scheduled → Delivered 6. Configuration calls for custom orders: - Call recorded — AI captures: - Color, trim, options selected - Accessory requests - Expected delivery timeline discussed - Action items: "Confirm metallic blue with premium package availability" 7. Task for each pre-order milestone 8. Automation sends updates: - Factory status updates - Delivery date confirmation - Pre-delivery inspection photos 9. Launch event: - Scheduling for VIP preview events - Attendee management - Post-event follow-up 10. Analytics tracks: - Pre-order conversion funnel - Most popular configurations - Campaign channel effectiveness - Revenue pipeline from launch

Expected Outcome: Organized vehicle launch with pre-order management, AI-documented customer preferences, and automated delivery tracking.

Business Value: - Maximized launch revenue - Customer preference data for inventory planning - VIP engagement and loyalty - Configuration accuracy from AI call documentation - Demand forecasting

UC-AUTO-DEALER-006: Insurance Renewal & Cross-Sell Management¶

Business Scenario: Dealership tracks customer vehicle insurance renewals and cross-sells dealership insurance products and extended warranties.

Steps: 1. Contacts enriched with vehicle purchase date and insurance expiry 2. Automation triggers 45 days before insurance expiry: - WhatsApp: "Your vehicle insurance expires on {{date}}. We have competitive renewal options!" - Comparison with dealership insurance offer 3. Bot Flow handles responses: - "Send me a quote" → collects current coverage details - "I already renewed" → updates record, exits sequence - "Call me" → schedules callback 4. Insurance advisor calls interested customers: - Call recorded — AI captures: - Current coverage and premium - Coverage gaps identified - Customer concerns (price, coverage, claims history) - Action items: "Send comprehensive quote with roadside assistance add-on" 5. Deal in "Insurance Pipeline": - Reminder Sent → Quote Requested → Quote Sent → Negotiation → Closed Won/Lost 6. Cross-sell extended warranty: - Vehicles approaching warranty expiry identified - Extended warranty options sent via WhatsApp - Benefits explained through bot 7. Analytics tracks: - Insurance renewal capture rate - Revenue from insurance commissions - Extended warranty attach rate - Most effective selling points from call keywords

Expected Outcome: Proactive insurance and warranty management with AI-powered sales insights from advisory calls.

Business Value: - Recurring revenue from insurance - Customer retention through service - Cross-sell revenue growth - Competitive intelligence from call data - Reduced customer churn to external insurers

UC-AUTO-DEALER-007: Customer Recall & Safety Notice Management¶

Business Scenario: Manufacturer issues a vehicle recall. Dealership must contact all affected customers urgently and manage the repair process.

Steps: 1. Recall notice received → affected vehicle list identified 2. Campaign sends urgent notifications: - WhatsApp: "Important safety recall for your {{vehicle_model}}" - SMS: "Urgent: Your vehicle requires a safety update. Contact us." - Email: Detailed recall information with FAQ 3. Bot Flow handles responses: - "Schedule repair" → Scheduling for service appointment - "What's the issue?" → explanation + FAQ - "Is it safe to drive?" → safety guidance 4. Customers who don't respond: - Follow-up calls by service team - Call recorded — AI tracks: - Customer awareness of issue - Concerns about safety - Scheduling preferences - Action items: "Customer traveling, schedule for next week" 5. Task for each affected vehicle: "Recall repair for VIN {{vin}}" 6. Deal in "Recall Pipeline": - Notified → Scheduled → In Service → Completed → Verified 7. Automation sends: - Appointment reminders - Repair completion confirmation - Post-repair quality check follow-up 8. Analytics tracks: - Customer notification reach rate - Response rate by channel - Repair completion percentage - Outstanding recalls

Expected Outcome: 100% customer reach for safety recalls with complete tracking and AI-documented follow-up calls.

Business Value: - Regulatory compliance - Customer safety - Brand reputation protection - Complete audit trail - Efficient recall management

UC-AUTO-DEALER-008: Post-Sale Customer Lifecycle Management¶

Business Scenario: Dealership manages the complete post-sale relationship from delivery through years of ownership with automated touchpoints and AI-enhanced service.

Steps: 1. Vehicle delivered → Automation triggers lifecycle sequence: - Day 1: Welcome + delivery satisfaction survey - Week 1: "How's your new car?" check-in - Month 1: Service reminder setup - Month 3: Accessories recommendation 2. Periodic service reminders: - 5,000 km service → WhatsApp reminder - 10,000 km service → email with booking link - Annual inspection → SMS + WhatsApp 3. Scheduling for all service appointments 4. Between services: - Driving tips and car care content - Seasonal maintenance reminders (winter tires, AC check) - Loyalty reward points updates 5. Customer calls with any issue: - Call recorded — AI builds ownership experience profile - Satisfaction tracked over vehicle lifetime - Common issues per model identified - Keywords reveal product improvement opportunities 6. Year 3-4: Trade-in/upgrade outreach: - New model announcements personalized - Trade-in valuation offers - Financing pre-approval 7. Analytics tracks: - Customer lifetime value - Service revenue per customer - Retention rate - Trade-in cycle timing - NPS score over ownership period

Expected Outcome: Automated multi-year customer relationship with AI-powered sentiment tracking throughout the ownership journey.

Business Value: - Maximized customer lifetime value - Service revenue capture - Trade-in/upgrade conversion - Brand loyalty building - Product quality insights from call data

Restaurants & Food Service Industry Use Cases¶

UC-RESTAURANT-001: Reservation & Event Booking Management¶

Business Scenario: Restaurant chain manages reservations, private events, and catering inquiries through WhatsApp with AI-powered phone booking support.

Steps: 1. Customer messages: "I'd like to reserve a table" 2. Bot Flow collects: - Date and time - Party size - Occasion (birthday, business, casual) - Seating preference (indoor/outdoor/private) - Dietary requirements 3. Scheduling checks availability and confirms 4. Automation sends: - Confirmation with menu preview - Day-before reminder - Special occasion prep (birthday cake, decorations) 5. For large events/catering: - Deal in "Events Pipeline" - Event coordinator assigned - Custom menu proposed via WhatsApp 6. Coordinator calls for planning: - Call recorded — AI captures menu selections - Budget and requirements documented - Action items for kitchen and setup teams 7. Post-dining: - Thank you message - Review request - Special offer for next visit 8. Analytics tracks: - Reservation volume and no-shows - Event revenue - Customer satisfaction - Peak hour optimization

Expected Outcome: Automated reservation management with AI-documented event planning calls.

Business Value: - Reduced no-shows - Event revenue growth - Customer loyalty - Operational efficiency

UC-RESTAURANT-002: Customer Complaint & Recovery¶

Business Scenario: Restaurant handles customer complaints from food quality to service issues with AI-powered call analysis for quality improvement.

Steps: 1. Customer sends complaint via WhatsApp with photos 2. Bot Flow categorizes: - Food quality - Service issue - Billing error - Hygiene concern 3. Priority routing based on severity 4. Manager reviews and responds in Inbox 5. For serious complaints → manager calls: - Call recorded and analyzed - Specific issues documented - Customer emotion tracked (angry → satisfied) - Recovery action items created 6. Recovery offer sent (discount, complimentary meal) 7. Follow-up after next visit 8. AI Call Intelligence aggregates: - Complaint categories trending - Kitchen/service issues by location - Recovery effectiveness (sentiment before vs. after) 9. Analytics for quality management: - Complaint rates per location - Resolution times - Repeat complaint rates - Staff performance

Expected Outcome: Rapid complaint resolution with AI insights driving continuous quality improvement.

Business Value: - Customer recovery and retention - Quality improvement from AI insights - Location-level benchmarking - Staff training priorities

Logistics & Shipping Industry Use Cases¶

UC-LOGISTICS-001: Shipment Tracking & Exception Management¶

Business Scenario: Logistics company provides real-time shipment tracking with automated exception handling and AI-powered phone support.

Steps: 1. Webhook receives shipment events from TMS 2. Automation sends tracking updates via WhatsApp: - Picked up → In transit → Out for delivery → Delivered 3. Exception events trigger alerts: - Delay notification with new ETA - Address issue → customer contacted for correction - Delivery attempt failed → reschedule options 4. Customer inquires about shipment → Bot Flow: - "Track my shipment" → real-time status - "Reschedule delivery" → date selection - "File damage claim" → routes to agent 5. Damage claims via Deal pipeline: - Reported → Photos Received → Assessed → Approved → Refund 6. Customer calls about critical shipments: - Call recorded — AI captures urgency - Specific shipment issues documented - Action items for operations team - High-value shipment calls flagged 7. Analytics tracks: - Delivery success rates - Exception types and frequency - Customer satisfaction scores - Call volume correlation with exceptions

Expected Outcome: Proactive shipment communication with AI-powered exception handling for critical situations.

Business Value: - Reduced "where's my shipment" calls - Faster exception resolution - Customer satisfaction improvement - Operational insights from call data

UC-LOGISTICS-002: B2B Client Account Management¶

Business Scenario: Logistics company manages enterprise shipping accounts with dedicated support and AI-monitored service quality.

Steps: 1. Enterprise clients as Companies with multiple contacts 2. Deals track shipping contracts and renewals 3. Projects for onboarding new enterprise accounts 4. Dedicated account manager assigned 5. Regular service review calls: - Call recorded — AI tracks service commitments - SLA discussions documented - Volume forecasts captured - Action items for operations 6. Automation sends: - Weekly shipping summaries - Monthly performance reports - Rate change notifications 7. Bot Flow for client self-service: - Bulk shipment booking - Invoice inquiries - Rate quotes 8. Analytics tracks: - Revenue per client - SLA compliance - Client satisfaction trends - Volume forecasts

Expected Outcome: Enterprise-grade account management with AI-documented service commitments.

Business Value: - Client retention - Revenue growth per account - SLA compliance tracking - Proactive service improvements

Telecommunications Industry Use Cases¶

UC-TELECOM-001: Plan Upgrade & Retention Campaign¶

Business Scenario: Telecom operator identifies customers with expiring contracts or high data usage for upgrade campaigns with AI-powered retention calls.

Steps: 1. Webhook identifies eligible customers: - Contract ending in 30 days - High data usage (>80% of plan) - Recent complaint history 2. Segmented Campaign: - Low-risk: Automated WhatsApp upgrade offers - Medium-risk: SMS + WhatsApp sequence - High-risk: Personal call by retention agent 3. Bot Flow handles upgrade inquiries: - Plan comparison - Device bundle options - Special offer details 4. Retention calls for high-risk customers: - Call recorded and analyzed - Churn reasons captured (price, coverage, service) - Counter-offers documented - Sentiment tracks customer likelihood to stay - Keywords: "competitor", "cheaper", "switching" 5. Deal in "Retention Pipeline": - At-Risk → Contacted → Offer Made → Accepted/Churned 6. Automation tracks contract renewal 7. Analytics: - Churn rate by segment - Save rate from retention calls - Most effective counter-offers - Competitor mentions in calls

Expected Outcome: Data-driven retention with AI-analyzed churn reasons from customer calls.

Business Value: - Reduced churn rate - ARPU increase via upgrades - Competitive intelligence from calls - Retention strategy optimization

UC-TELECOM-002: Technical Support & Network Issue Resolution¶

Business Scenario: Telecom handles technical support for connectivity and service issues with AI-triaged phone support.

Steps: 1. Customer messages: "My internet is not working" 2. Bot Flow troubleshoots: - Identifies service type (mobile, broadband, TV) - Guided troubleshooting (restart router, check connections) - Automated diagnostics via API - If unresolved → escalate to agent 3. Agent assists in Inbox 4. Complex issues → phone support: - Call recorded — AI captures technical details - Issue classification: "connectivity", "speed", "intermittent" - Affected area/equipment documented - Resolution steps tracked 5. Task for field technician if needed 6. Scheduling for technician visit 7. Automation sends: - Ticket status updates - Technician ETA - Post-resolution survey 8. AI Call Intelligence aggregates: - Common technical issues by area - Equipment failure patterns - Resolution time by issue type - Customer frustration hotspots 9. Analytics for network operations: - Ticket volume trends - First-call resolution rate - Repeat issue rates - Area-based issue heatmap

Expected Outcome: Multi-tier technical support with AI-powered issue pattern detection from call data.

Business Value: - Higher first-contact resolution - Network issue pattern detection - Reduced repeat calls - Proactive maintenance triggers

Government & Public Sector Use Cases¶

UC-GOV-001: Citizen Service Request Management¶

Business Scenario: Government agency manages citizen service requests (permits, licenses, complaints) through WhatsApp with AI-documented phone interactions.

Steps: 1. Citizen contacts agency via WhatsApp 2. Bot Flow categorizes request: - New permit/license application - Existing application status - Complaint or feedback - General inquiry 3. Application process guided conversationally: - Required documents listed - Document upload via WhatsApp - Application form fields collected 4. Deal in "Applications Pipeline": - Submitted → Under Review → Additional Info Required → Approved/Rejected → Issued 5. Task for department staff 6. Citizen calls for status: - Call recorded for audit trail - AI transcribes request details - Department and service type classified - Action items for processing team 7. Automation sends: - Acknowledgment receipt - Status updates - Collection notification 8. Analytics tracks: - Service delivery times - Department workload - Citizen satisfaction - Common request types from calls

Expected Outcome: Digital-first citizen services with full audit trail and AI-documented phone interactions.

Business Value: - Reduced wait times - 24/7 service availability - Complete audit trail - Data-driven service improvement - Citizen satisfaction improvement

UC-GOV-002: Emergency Communication & Coordination¶

Business Scenario: Government agency needs to send mass notifications during emergencies and coordinate response teams.

Steps: 1. Emergency event triggered 2. Campaign sends mass notifications: - WhatsApp: Area-specific alerts - SMS: Critical information - Web Push: Immediate notification 3. Bot Flow handles citizen inquiries: - Evacuation routes - Shelter locations - Emergency contact numbers 4. Response team coordination: - Tasks assigned to field teams - Projects track response operations - Team communication via Internal AI Assistant 5. Citizen calls during emergency: - Call recorded for incident documentation - Location and situation captured - Priority assessment via sentiment (panic vs. information seeking) - Resource requests documented as action items 6. Post-emergency: - Recovery information sent - Damage assessment surveys - Aid application guidance 7. Analytics for emergency management: - Response time metrics - Citizen reach rate - Resource deployment effectiveness - Call volume patterns

Expected Outcome: Rapid mass communication with AI-documented emergency response interactions.

Business Value: - Life-saving communication speed - Coordinated response - Complete incident documentation - Response effectiveness analysis

Legal Services Industry Use Cases¶

UC-LEGAL-001: Client Intake & Case Management¶

Business Scenario: Law firm manages client intake, case progress communication, and appointment scheduling through WhatsApp with AI-documented consultations.

Steps: 1. Potential client inquires via WhatsApp 2. Bot Flow for initial intake: - Case type (family, corporate, criminal, civil) - Brief description of matter - Urgency level - Contact information 3. Contact created with case type tags 4. Deal in "Case Pipeline": - Inquiry → Consultation → Engaged → Discovery → Trial/Settlement → Closed 5. Scheduling for initial consultation 6. Consultation call: - Call recorded (client consent obtained) - AI transcribes case details - Key facts extracted as action items - Privileged information secured 7. Tasks for legal team: - Document requests - Research assignments - Court date preparations 8. Automation sends client updates: - Case status changes - Court date reminders - Document request notifications 9. Projects for complex cases: - Multi-phase litigation tracking - Team collaboration - Deadline management 10. Analytics tracks: - Case conversion rates - Revenue per case type - Client satisfaction - Attorney workload

Expected Outcome: Organized case management with AI-documented client consultations and automated status updates.

Business Value: - Efficient client intake - Documented consultations - Better client communication - Workload management - Revenue tracking per practice area

Fitness & Wellness Industry Use Cases¶

UC-FITNESS-001: Membership & Class Booking Management¶

Business Scenario: Gym/wellness center manages memberships, class bookings, and personal training through WhatsApp with AI-analyzed phone consultations.

Steps: 1. Prospect inquires via WhatsApp: "What memberships do you offer?" 2. Bot Flow presents options: - Membership tiers with pricing - Class schedules - Personal training packages - Trial offer 3. Deal in "Membership Sales" pipeline 4. Scheduling for: - Free trial session - Facility tour - Fitness assessment 5. Sales call for premium packages: - Call recorded — AI captures fitness goals - Budget and commitment level assessed - Action items: "Send custom training plan" 6. Membership activated → Automation triggers: - Welcome series - App download link - First week schedule 7. Ongoing engagement: - Class reminders via WhatsApp - Progress check-ins - Nutrition tips 8. Renewal management: - 30-day reminder sequence - Retention calls for at-risk members - AI tracks reasons for cancellation 9. Analytics tracks: - Membership growth - Class attendance rates - Retention rates - Revenue per member

Expected Outcome: Complete membership lifecycle management with AI-powered retention insights.

Business Value: - Higher conversion from inquiries - Improved retention - Cancellation reason analysis - Revenue optimization

Expanded Tourism & Hospitality Use Cases (AI-Enhanced)¶

UC-TOURISM-005: AI-Powered Concierge Service¶

Business Scenario: Luxury hotel provides 24/7 AI-powered concierge services via WhatsApp with human escalation and call intelligence for premium guests.

Steps: 1. Guest checks in → WhatsApp welcome message with concierge number 2. Bot Flow handles common requests: - Restaurant reservations - Spa bookings - Room service ordering - Local attraction information - Transportation arrangements 3. Complex requests → human concierge in Inbox 4. Premium guest calls front desk: - Call recorded — AI captures preferences - Room preferences, dietary requirements documented - Special occasion details noted as action items - Guest sentiment tracked throughout stay 5. AI Support Bot with hotel knowledge base: - WiFi instructions - Checkout procedures - Policy queries 6. Pre-checkout: - Satisfaction survey via WhatsApp - Folio review - Airport transfer confirmation 7. Post-checkout: - Thank you message - Review request - Loyalty program update - Future stay offer 8. Analytics: - Guest satisfaction trends - Most requested services - Revenue per guest - Concierge response times

Expected Outcome: Premium concierge experience with AI-powered guest preference tracking from calls and messages.

Business Value: - Elevated guest experience - Guest preference memory - Operational efficiency - Revenue from upsell - Loyalty and repeat bookings

UC-TOURISM-006: Tour Operator Group Booking & Communication¶

Business Scenario: Tour operator manages group bookings for corporate retreats and tour groups with multi-participant communication.

Steps: 1. Group leader inquires about corporate retreat 2. Bot Flow collects: - Group size and demographics - Dates and duration - Budget range - Activity preferences - Accommodation requirements 3. Deal in "Group Bookings" pipeline 4. Tour planner calls group leader: - Call recorded — AI captures all requirements - Itinerary preferences documented - Budget constraints and priorities noted - Action items: "Send 3 itinerary options" 5. Itinerary proposed via WhatsApp (with media) 6. Group leader confirms → participant list collected 7. Campaign to all participants: - Booking confirmation - Payment links (individual) - Packing list and pre-trip info 8. Automation sends trip updates: - Weather forecast - Meeting point details - Daily schedules 9. During trip → real-time WhatsApp support 10. Post-trip: - Group photo sharing - Review requests to each participant - Corporate feedback report 11. Analytics: - Group booking revenue - Participant satisfaction - Repeat booking rates

Expected Outcome: Organized group travel management with AI-documented planning calls and multi-participant communication.

Business Value: - Higher group booking value - Participant satisfaction - Repeat corporate business - Efficient planning from AI call documentation

AI Re-Engagement Use Cases¶

UC-RE-001: Recover Abandoned Messenger Carts¶

Business Scenario: An e-commerce store receives product inquiries via Messenger. Shoppers ask about items, receive options, then go silent. The store wants to nudge them back before Meta's 24-hour window closes.

Steps: 1. Admin navigates to Settings → AI & Automation → AI Re-Engagement 2. Starts 7-day free trial (or subscribes at $20/month) 3. Toggles Enable 4. Sets threshold to 20 hours 5. Selects Messenger channel 6. Chooses Friendly tone 7. Saves settings 8. A customer messages about a navy linen dress 9. 20 hours later, AI generates personalised nudge:

Hi Sara — still thinking about the navy linen dress? I can hold your size for the next few hours if you'd like. Want me to send the checkout link? 10. Message sent automatically (or appears for agent approval if enabled) 11. Customer replies, window resets, conversation stays active

Expected Outcome: 15–25% of abandoned Messenger carts recovered through AI nudges sent within Meta's 24-hour window.

Business Value: - Recovers lost revenue without manual follow-up - Stays fully compliant with Meta messaging policy - Zero additional ad spend

UC-RE-002: Instagram Lead Qualification Follow-Up¶

Business Scenario: A B2B company runs Instagram ads. Followers DM "info?" but many never reply after the first agent response. The company wants to rescue these leads.

Steps: 1. Enable AI Re-Engagement 2. Set threshold to 18 hours 3. Select Instagram channel 4. Set tone to Casual 5. Turn on Require agent approval for high-value leads 6. Lead DM's "info?" on a sponsored post 7. Agent replies with pricing 8. Lead goes silent 9. 18 hours later, AI draft appears in inbox:

Hey Jamal 👋 just wanted to make sure you saw the pricing I sent. Happy to set up a quick call or share the demo link — whichever works? 10. Agent reviews and approves 11. Message sent before 24h window closes

Expected Outcome: +30% qualified-lead conversion from Instagram DMs.

Business Value: - Maximises Instagram ad ROI - No leads fall through the cracks - Agent-reviewed messaging maintains brand voice

UC-RE-003: Real-Estate Viewing Rescue¶

Business Scenario: A real estate agency receives listing inquiries via Messenger. Hot leads sometimes go quiet after the initial inquiry. Agents want to rescue these before the window closes.

Steps: 1. Enable AI Re-Engagement 2. Set threshold to 22 hours 3. Select Messenger 4. Set tone to Formal 5. Conversation auto-tagged hot_lead via automation 6. Buyer asks about 3-bedroom in Sheikh Zayed, then silent 7. 22 hours later, AI sends:

Hi Ahmed — the 3-bedroom in Sheikh Zayed is still available, and there's a viewing slot tomorrow at 5pm. Want me to book it for you? 8. Buyer replies and books viewing

Expected Outcome: +20% viewing bookings rescued from silent inquiries.

Business Value: - Every inquiry gets a second chance - Viewing bookings increased without extra agent hours - Faster deal pipeline velocity

UC-RE-004: Support Warm Reminder Before SLA Breach¶

Business Scenario: A SaaS support team resolves tickets but customers sometimes don't confirm the fix. Tickets get reopened or CSAT drops. AI nudges close the loop.

Steps: 1. Enable AI Re-Engagement 2. Set threshold to 21 hours 3. Tag conversation awaiting_customer via automation 4. Support sends reset link; customer silent 5. 21 hours later, AI nudge:

Hi Lina, just checking in — did the reset link I sent earlier solve the login issue? If not, I can hop on a quick call. 6. Customer confirms resolution 7. Ticket closed; CSAT survey sent

Expected Outcome: Fewer reopened tickets, higher CSAT scores.

Business Value: - Proactive resolution confirmation - Reduced support workload from reopened tickets - Improved customer satisfaction metrics

UC-RE-005: Sequence Safety-Net on Meta Channels¶

Business Scenario: A marketing team runs Messenger drip sequences. Some contacts stop responding mid-sequence. AI re-engagement recovers them without breaking Meta policy.

Steps: 1. Enable both Sequences and AI Re-Engagement 2. Set re-engagement threshold to 20 hours 3. Enable Messenger channel 4. Contact mid-way through drip sequence stops responding 5. Sequence pauses; AI re-engagement triggers 6. AI sends contextual nudge:

Hey Omar — wanted to circle back on what we discussed. Any questions I can answer before our next step? 7. Customer replies; sequence resumes

Expected Outcome: ~12% of dropped sequences recovered.

Business Value: - Maximises sequence ROI - No policy violations (stays inside 24h window) - Fully automated recovery layer

UC-RE-006: BYOK Cost Control¶

Business Scenario: A large agency wants to use AI re-engagement across 50+ conversations daily but wants to control AI costs by using their own Gemini key.

Steps: 1. Obtain Google AI Studio API key 2. Go to Settings → AI → AI Provider 3. Select My Google Gemini key (BYOK) 4. Paste key, select model, click Test 5. Set scope to Re-engagement only 6. Enable fallback to ConnectGain AI (optional) 7. Save 8. Key encrypted at rest; never displayed again 9. All re-engagement nudges use agency's own key 10. Zero ConnectGain AI token usage for re-engagement

Expected Outcome: Full AI re-engagement functionality at no per-nudge cost from ConnectGain.

Business Value: - Predictable AI costs for high-volume operations - Full data control with own API key - Fallback ensures zero downtime

UC-SMP-001: Weekly Content Calendar Batch Scheduling¶

Business Scenario: A marketing team spends 2 hours every Monday scheduling the week's social posts. They want a visual calendar to batch-schedule across Facebook, Instagram, and LinkedIn.

Steps: 1. Go to Social Media Planner → Calendar 2. Click Monday slot → Create Instagram image post with product photo 3. Schedule for Monday 10:00 AM 4. Click Wednesday slot → Create Facebook video tutorial 5. Schedule for Wednesday 2:00 PM 6. Click Friday slot → Create LinkedIn thought-leadership post 7. Schedule for Friday 9:00 AM 8. Review full week in calendar view 9. All posts auto-publish at scheduled times

Expected Outcome: Full week of social content planned in one session; zero manual publishing.

Business Value: - 80% reduction in daily publishing time - Consistent posting schedule - Cross-platform coordination

UC-SMP-002: Product Launch Coordination¶

Business Scenario: Business launches new product and needs simultaneous posts across all platforms with consistent messaging.

Steps: 1. Create Instagram carousel post (product images + features) 2. Schedule for launch day 09:00 3. Create Facebook video post (demo reel) 4. Schedule for launch day 09:05 5. Create LinkedIn announcement (B2B angle) 6. Schedule for launch day 09:10 7. All posts use same campaign hashtag 8. Monitor real-time publish status 9. Analyse cross-platform engagement post-launch

Expected Outcome: Synchronised multi-platform launch with unified brand message.

Business Value: - Maximum launch impact - No platform left behind - Unified analytics for ROI measurement

UC-SMP-003: Evergreen Content Recycling¶

Business Scenario: Business has top-performing posts from 6 months ago and wants to re-share them with fresh context.

Steps: 1. Review Social Media Planner analytics 2. Identify top 5 posts by engagement rate 3. Duplicate each post 4. Update captions with new context 5. Set recurring schedule: monthly 6. Monitor recycled post performance 7. Adjust based on new engagement data

Expected Outcome: Sustained engagement from proven content without constant creation.

Business Value: - Content library ROI maximised - Reduced creative burnout - Consistent audience engagement

Sequences Use Cases¶

UC-SEQ-001: Welcome Email Drip Series¶

Business Scenario: SaaS company wants to onboard new email subscribers with a 5-message welcome series over 7 days.

Steps: 1. Create sequence: "Welcome Series" 2. Set channel to Email 3. Add steps: - Step 1 (immediate): Welcome + product overview - Step 2 (1 day): Customer success stories - Step 3 (3 days): Tutorial invitation - Step 4 (5 days): Feature deep-dive - Step 5 (7 days): Exclusive upgrade offer 4. Set automation trigger: when contact tagged "Newsletter Subscriber", enroll in sequence 5. Activate sequence 6. New subscriber automatically receives timed emails 7. Track open rates and click-throughs in analytics

Expected Outcome: Automated onboarding sequence improves activation rate by 25%.

Business Value: - Scalable onboarding without manual sends - Measurable engagement at each step - Clear path to conversion

UC-SEQ-002: WhatsApp Quote Follow-Up¶

Business Scenario: B2B sales team sends proposals then manually follows up. They want automated WhatsApp follow-ups.

Steps: 1. Create sequence: "Quote Follow-Up" 2. Set channel to WhatsApp Lite 3. Add steps: - Step 1 (2 hours): "Hi {{first_name}}, just following up on your quote request." - Step 2 (2 days): "Hey {{first_name}}, any questions about the proposal?" - Step 3 (5 days): "Final reminder — your quote expires in 2 days." 4. Sales rep enrolls lead after quote sent 5. Lead responses appear in unified inbox 6. If lead replies, conversation continues naturally

Expected Outcome: +20% quote response rate through automated follow-up.

Business Value: - No quotes forgotten - Faster sales cycles - Agent time saved for closing

UC-SEQ-003: Post-Purchase WhatsApp Updates¶

Business Scenario: E-commerce store wants branded post-purchase communication on WhatsApp.

Steps: 1. Create sequence: "Post-Purchase" 2. Set channel to WhatsApp Cloud (templates) 3. Select Meta-approved templates: - Step 1 (immediate): Order confirmation - Step 2 (1 day): Shipping update - Step 3 (3 days): Delivery confirmation - Step 4 (7 days): Feedback request 4. Automation trigger: when deal closed, enroll contact 5. All messages sent automatically via WhatsApp Cloud API

Expected Outcome: Professional, branded post-purchase experience on WhatsApp.

Business Value: - Improved customer experience - Higher review submission rate - Reduced "where is my order" support volume

Conclusion¶

This comprehensive use cases document covers all major features of ConnectGain, providing detailed scenarios for:

Automation: 10 use cases covering auto-assignment, task creation, auto-replies, and integrations
Webhooks: 8 use cases covering CRM sync, notifications, and external integrations
Team Management: 6 use cases covering onboarding, permissions, and availability
Admin Management: 6 use cases covering feature restrictions, organization management, and subscriptions
AI Features: 6 use cases covering interest analysis, sentiment tracking, and AI-powered responses
Deal Workflow: 8 use cases covering deal creation, pipeline management, and forecasting
Multi-Channel Inbox: 8 use cases covering unified messaging, assignment, and quick replies
Task Management: 7 use cases covering task creation, assignment, and tracking
Scheduling: 8 use cases covering event types, bookings, and calendar integration
Campaigns & Broadcast: 10 use cases covering SMS, WhatsApp, and email campaigns
AI Call Intelligence: 10 use cases covering transcription, sentiment, action items, dashboards, webhooks, quotas
Call Center Automation: 12 use cases covering inbound routing, outbound campaigns, quality monitoring, multi-language, CSAT, IVR deflection, escalation detection, compliance, workforce management, omnichannel handoff, PBX integration, mobile recording
AI Re-Engagement: 6 use cases covering abandoned cart recovery, lead follow-up, real-estate rescue, support reminders, sequence safety-net, and BYOK cost control
Retail: 5 use cases covering in-store engagement, returns, campaigns, inventory, multi-branch
E-Commerce: 5 use cases covering order tracking, cart recovery, product launch, feedback, supplier management
FinTech: 5 use cases covering KYC, loan tracking, collections, investment advisory, fraud alerts
Banking: 5 use cases covering account opening, disputes, loan restructuring, branch management, wealth management
Insurance: 2 use cases covering claims processing and policy renewal
Automotive / Car Dealers: 8 use cases covering vehicle sales, service center, trade-in valuation, financing, new vehicle launch, insurance cross-sell, recall management, post-sale lifecycle
Restaurants & Food Service: 2 use cases covering reservations and complaint management
Logistics & Shipping: 2 use cases covering shipment tracking and B2B account management
Telecommunications: 2 use cases covering plan upgrades and technical support
Government & Public Sector: 2 use cases covering citizen services and emergency communication
Legal Services: 1 use case covering client intake and case management
Fitness & Wellness: 1 use case covering membership management
Tourism & Hospitality (Expanded): 2 additional use cases covering AI concierge and group bookings
Social Media Planner: 3 use cases covering batch scheduling, product launch coordination, and content recycling
Sequences: 3 use cases covering welcome drips, WhatsApp follow-up, and post-purchase updates

Each use case includes: - Business scenario - Detailed step-by-step process - Expected outcome - Business value - AI Call Intelligence integration and AI Re-Engagement where applicable

This document serves as a comprehensive guide for users, administrators, and stakeholders to understand how ConnectGain can be used to solve real-world business challenges across all major industries.

Document Version: 2.3 Last Updated: June 2026 Total Use Cases: 164