CRM: Leads, Conversations & Reputation

Overview: Dashboard, Inbox, Conversations, Potential Lost Business, Reviews, Analytics, Reactivation Sales: Leads, Sales Opportunities, Follow-ups, Exceptions Administration: Channels, WhatsApp, Routing Rules

Inbox vs. Conversations: you'll notice two inbox-shaped screens. Inbox is an older, ticket-based model being phased out; Conversations is the current unified-inbox experience described below. Use Conversations day to day.

• Dashboard — a read-only launchpad. "Potential Lost Business" tiles (unanswered messages, unanswered social questions, reviews needing action, overdue leads, stale opportunities, open high-intent conversations) link straight to the relevant working screen; a second section covers pipeline metrics (new leads, open opportunities, pipeline and won value, response SLA).
• Conversations — filters (Needs response / Assigned to me / Overdue / High intent, plus channel/status/owner dropdowns) next to a three-column inbox (collapses to one column on mobile). Opening a conversation shows linked lead/opportunity, an on-demand AI summary, products the customer's interested in (with live stock and a waitlist option), the full message timeline with delivery status, and one-click Create Lead / Create Opportunity / Create Task on high-intent messages. Replying to WhatsApp uses a free-form composer with an AI-suggested draft while you're inside Meta's 24-hour service window, and switches to pre-approved templates once that window closes — a Meta platform rule, not something WonderArk can turn off. Instagram comment replies must happen inside Instagram itself; WonderArk shows a reminder banner rather than a broken reply box.
• Leads — a list with inline status editing (10 stages from new through won/lost/disqualified) and inline owner reassignment, both directly in the row.
• Sales Opportunities — Kanban view by default (drag a card to change its stage) or a List view (toggle in the page), which additionally lets you edit deal value and reassign owner inline. Pipeline and won value totals are shown as summary cards.
• Follow-up Queue — one worklist across leads, opportunities, and conversations that need action, with tabs for Due today / Overdue / Upcoming / Unassigned / High priority, and an inline "Complete" button so you never have to leave the list.
• Potential Lost Business — every unanswered commercial message across every channel, oldest (most urgent) first, with an AI-guessed intent you can correct, and one-click actions: Respond, or Convert into a Lead / Opportunity / Task, or dismiss as Not Relevant.
• Reviews — connect your Google Business Profile location(s), sync reviews on demand, and draft + publish AI-assisted responses (publishing requires the review-publishing permission).
• Customer 360 (open from any contact) — one screen combining an AI customer summary, a calculated Buying Intent score (0–100, with each contributing signal and its evidence shown), contacts, relationship timeline, open opportunities, follow-ups, products of interest, recent conversations, notes, and outstanding balance. If licensed, it also pulls in Discovery's prospect/signal data, Inventory's order history and Finance's e-invoice status, and Service's job history — sections just don't appear if that module isn't licensed for you.

This is the one genuinely technical setup step in the platform, and it needs both a WonderArk admin and whoever manages your Meta (Facebook) developer account. WonderArk never creates the Meta App or completes its consent screen for you — you bring your own Meta App, and WonderArk connects to it.

1. Create (or reuse) a Meta App at developers.facebook.com and add the relevant product — "WhatsApp" for WhatsApp Business, or "Instagram"/"Messenger" for Instagram DMs and Facebook Messenger.
2. Copy the App Secret from the Meta App dashboard. Set it as an environment variable on your WonderArk deployment: CRM_WHATSAPP_APP_SECRET for WhatsApp, or CRM_META_APP_SECRET for Instagram/Messenger. WonderArk uses this to verify every incoming webhook really came from Meta.
3. Invent a verify token (any secret string of your choosing) and set it in two places: WonderArk's CRM_WHATSAPP_WEBHOOK_VERIFY_TOKEN (or CRM_META_WEBHOOK_VERIFY_TOKEN) environment variable, and the "Verify Token" field when you configure the webhook in the Meta dashboard. Meta uses this once to confirm you own the endpoint before sending real traffic.
4. Point Meta's webhook at WonderArk. In the Meta dashboard's Webhooks section, set the callback URL to:
   • https://<your-domain>/api/webhooks/crm-whatsapp for WhatsApp
   • https://<your-domain>/api/webhooks/crm-meta for Instagram or Messenger (both subscribe to this same URL) Subscribe to the message-received field (and, for Instagram, "comments" too, so comment replies can be recovered).
5. Set the environment variables before connecting anything — the webhook will reject incoming events with "not configured" until both the app secret and verify token are set.
6. Back inside WonderArk, go to CRM → Channels (or CRM → WhatsApp for the WhatsApp-specific screen). Create a channel if you don't have one, then under "Connected accounts" pick the provider and paste in the Page ID / phone number ID / location ID and an access token obtained from Meta's dashboard (or WhatsApp's Embedded Signup flow). WonderArk verifies the token against the real Meta API immediately — a bad token fails right away instead of silently breaking on your first customer message. Choose an instant-reply mode per connected account: off, AI drafts + human approves, or instant acknowledgement + human follow-up.
7. WhatsApp templates: register any templates you've already had approved in Meta's dashboard (name, language, variable count) so the reply composer can use them once the 24-hour free window closes. WonderArk doesn't submit templates to Meta for you — only Meta's own dashboard does that.
8. Google Business Profile (Reviews) uses the same manual-paste pattern but no webhook: enter an Account ID, Location ID, and access token, then use Sync now to pull reviews on demand.
9. Monitoring: WhatsApp connections show a live status badge (connected / degraded / reauthorization required / disconnected / provider error) with plain-language next steps, and are also rechecked automatically on a schedule — you don't have to notice a problem yourself.

Routing Rules currently configure the structure of how incoming messages should be assigned by channel — the page says plainly that nothing yet applies these rules automatically to a live message; treat it as a staging area, not a working automation, for now.

Escalation, on the same page, is a fixed three-step ladder for unanswered commercial messages (reminder → owner escalation → manager escalation). The delay times are pre-set and not yet editable from the UI; the one thing you configure here is who the escalation manager is — the person unresolved messages ultimately land on.

CRM access is controlled by the shared Admin → Team page. Notably: Owner and Admin are the only roles that can manage channel connections and routing/escalation settings. Sales Manager can work the full day-to-day pipeline (leads, opportunities, follow-ups, messaging, reviews, analytics) but cannot touch channel or routing configuration.