App Boundaries

01 · Explaining the split

Why two applications, not one

Super Admin and Manager work is fundamentally desk work: configuration, oversight, reports, bulk edits — the kind of thing that wants a big screen, a keyboard, and several panels open at once. A TeleSales executive's work is field work: dial, listen, note, move to the next call — the kind of thing that wants a phone in one hand and nothing standing between a tap and a call. Building one responsive app for both would mean designing every screen down to the lowest common denominator of both jobs. Building two lets each one be genuinely good at what it's for.

It also does something a single app with permission flags can't: it makes the boundary structural. A setting screen that simply isn't compiled into the mobile app can't be exposed by a missed permission check later — the executive's phone never has the door to walk through in the first place.

Web · Super Admin & Manager

Configuration, rules, and system-wide settings
Oversight across many agents at once
Reports, exports, bulk actions
Used at a desk, in longer sessions

Mobile · TeleSales Executive

One lead at a time, call-first
Fast capture: notes, outcomes, next follow-up
Push-driven — the app comes to the agent
Used standing up, between calls, all day

Application 1 · Web

Super Admin & Manager

The console the CRM is configured and run from.

Super Admin

Owns the system, not just the sales floor. Everything a Manager can do, plus: lead sources, the round-robin pool and its rules, custom fields, notification templates and thresholds, the working-hour/holiday calendar, and every user account. Full org-wide visibility, with an audit trail. If it changes how the CRM behaves for everyone, it's a Super Admin action.

Manager

Runs a team inside the system Super Admin configured. Sees and acts on their own team's leads, agents, and deals: reassigns within the team, monitors follow-up compliance, reviews notes and call recordings, runs team reports. Cannot touch configuration or see another team's data.

Scope by module
Module	Super Admin	Manager
Dashboard	Org-wide	Team-scoped
Lead management	All leads, all teams	Own team's leads
Lead assignment	Configure rules + override any	Manual reassign within team
Follow-up monitoring	Org-wide	Team-scoped
Customer management	Full, incl. merge duplicates	View/edit within team
Deal management	Full, incl. stage definitions	Team's deals, update stage
Reports	All, incl. audit & usage	Team reports
User management	Full — create, roles, deactivate	Toggle own agents' leave status
Custom fields	Full control	—
Notifications	Configure rules & templates	Receive alerts, view team log
Settings	Full control	—

Dashboard

Why it's needed: Gives Super Admin and Manager a status read the moment they log in, so they're reacting to what needs attention instead of hunting for it.
Who uses it: Super Admin sees an org-wide version; Manager sees the same layout scoped to their own team.
Action: Opens on login. Tapping any KPI tile jumps straight into the filtered module behind it.
Displays: New/total leads, conversion rate, overdue follow-up count, agent leaderboard, source performance and, for Super Admin only, system alerts such as leads unassigned past a threshold.
Then: Navigates into the relevant module pre-filtered — e.g. "Overdue: 14" opens Follow-up Monitoring already filtered to overdue.

Lead management

Why it's needed: The operational home for every lead in scope — search, review, correct, act in bulk.
Who uses it: Super Admin (all leads, all teams); Manager (own team only).
Action: Search/filter by status, source, agent, or date; open a lead to edit fields or read its timeline; bulk reassign, export, or mark-junk; manually create a lead for an import or logged walk-in.
Displays: A filterable list — status, source, owner, age, last activity — and a detail panel with every dynamic field and the full history.
Then: Edits sync to the owning agent's mobile app immediately; status changes flow live into dashboards and reports.

Lead assignment

Why it's needed: The round-robin engine needs a control surface, and exceptions — overload, leave, escalation — need a human override available.
Who uses it: Super Admin configures the rules; Manager reassigns manually within their team.
Action: Super Admin adds or removes agents from rotation and sets skip-on-leave / escalation rules; both roles can select a lead and reassign it directly.
Displays: Current rotation order and load per agent, the assignment/reassignment log, and any pending automatic reassignments.
Then: The newly assigned agent gets a mobile push; the lead's prior history stays attached so the new owner isn't starting blind.

Follow-up monitoring

Why it's needed: This is where a lead going quietly cold gets caught before it's lost — the direct answer to the "missed follow-up" requirement.
Who uses it: Manager, day to day; Super Admin, as an org-wide rollup.
Action: Filter by due-today, overdue, or at-risk; open a lead; trigger an early escalation or reassignment ahead of the automatic threshold; message an agent directly.
Displays: Overdue and due counts per agent, days since last contact, and each lead's current miss streak.
Then: A manual intervention logs identically to an automatic one — the record doesn't distinguish who caught it.

Customer management

Why it's needed: A customer outlives any single lead. Repeat business needs a record that isn't buried inside the lead that first brought them in.
Who uses it: Super Admin (full control, including merging duplicate customer records); Manager (view/edit within their team).
Action: Search a customer, open their full profile, edit master fields, merge two records identified as the same person.
Displays: Every lead ever raised against that customer, every deal, every call — not just the current lead's thread.
Then: Edits propagate everywhere the customer is referenced; a merge re-parents all historical leads and deals onto the surviving record.

Deal management

Why it's needed: Once a lead converts, the business needs to track it as revenue moving through stages, not as a contact history anymore.
Who uses it: Super Admin (full, including defining deal stages); Manager (their team's deals — update stage, value, close date).
Action: View the pipeline by stage, open a deal, update its stage, value, or close date, mark it won or lost after conversion.
Displays: Pipeline board by stage, deal value, owning agent, and the linked lead and customer.
Then: Stage and value changes feed the revenue and pipeline reports in real time.

Reports

Why it's needed: Turns everything logged elsewhere into numbers someone can act on.
Who uses it: Super Admin (everything, including audit and system-usage reports); Manager (team-scoped versions).
Action: Pick a report, filter by date range, source, or agent, export to CSV/PDF, optionally schedule a recurring email.
Displays: Customer-wise leads, source performance, converted vs. not-converted with loss reasons, pending/overdue follow-ups, agent performance, deal pipeline and revenue.
Then: Read-only — informs a decision, never changes a record.

User management

Why it's needed: Every other module's boundaries start here — who exists, what role they hold, and whether they're currently in rotation.
Who uses it: Super Admin (create, deactivate, assign role and team); Manager (limited to toggling their own agents' leave status).
Action: Create a user, assign a role and team, set active / on-leave / deactivated status.
Displays: User list with role, team, status, and last login.
Then: Takes effect immediately — a deactivated user loses login and drops out of round robin; a leave toggle is exactly what the assignment engine's skip-on-leave rule reads.

Custom fields

Why it's needed: This is the "dynamic fields" requirement made real — a new data point shouldn't need a developer to add it.
Who uses it: Super Admin only.
Action: Create a field (name, type — text, number, dropdown, date), mark it required or optional, attach it to one lead source or make it global, retire an unused one.
Displays: Field list with type and how many records actually have it filled in.
Then: The field appears on the lead/customer form in both the web and mobile app immediately — no separate mobile release needed.

Notifications

Why it's needed: Configures the reminder and alert system the whole follow-up cadence depends on, so its behavior isn't hardcoded.
Who uses it: Super Admin (configures triggers, cadence, templates); Manager (views their team's notification log, receives escalation alerts).
Action: Super Admin edits when a notification fires — new lead, follow-up due, overdue, escalation — its channel, and its template text, including the leave-coverage message; Manager reviews what actually went out to their team.
Displays: Rule list, template text with placeholders (customer name, agent name), delivery log with sent/failed status.
Then: Changes apply the next time that trigger fires — not retroactively.

Settings

Why it's needed: The parameters the entire flow runs on need a screen, not a developer's config file.
Who uses it: Super Admin only.
Action: Edit the follow-up day-offset per follow-up number, the missed-follow-up escalation threshold, the holiday/working-hour calendar, and integration credentials for telephony, email/SMS, and WhatsApp Business.
Displays: Current value for every configurable parameter.
Then: Takes effect across both applications immediately.

Application 2 · Mobile

TeleSales Executive

Everything here is built around one lead, one call, and getting back to the queue — not around configuration or oversight.

TeleSales dashboard

Why it's needed: The agent needs to know what to do the second the app opens, not go looking for it.
Who uses it: TeleSales executive.
Action: Opens on login; taps a tile to jump into the list behind it.
Displays: Today's due follow-ups, overdue count, leads awaiting a decision, own conversion rate.
Then: Opens My Leads pre-filtered to whichever tile was tapped.

My leads

Why it's needed: This is the agent's actual worklist — everything else in the app is reached from here.
Who uses it: TeleSales executive.
Action: Switch tabs — Due Today, Overdue, In Progress, Converted, Not Converted — and tap a lead.
Displays: Name, status pill, source, days since last contact.
Then: Opens Lead Details for the tapped lead.

Lead search

Why it's needed: A customer calls back off-schedule, or the agent needs to find someone mid-conversation without scrolling.
Who uses it: TeleSales executive.
Action: Search by name, phone number, or lead ID.
Displays: Matches within the agent's own current and past leads only — not other agents' leads.
Then: Opens Lead Details.

Add lead

Why it's needed: Leads sometimes reach the agent directly — a walk-in, a referral mentioned on a call — and shouldn't need a round trip through the web app to exist.
Who uses it: TeleSales executive.
Action: Fill the lead form — name, phone, source, and whatever custom fields Super Admin has defined.
Displays: The same custom-field form configured on the web side.
Then: Creates the lead and auto-assigns it to the creating agent — it does not enter round robin for other agents.

Lead details

Why it's needed: The single screen the agent actually works from, during and after a call.
Who uses it: TeleSales executive.
Action: View the customer's profile and history, jump to call, WhatsApp, note, or follow-up actions, edit customer fields.
Displays: Customer profile with dynamic fields, full activity timeline, current status, next follow-up due date.
Then: Routes into whichever sub-action the agent taps next.

Follow-ups

Why it's needed: Where the follow-up cadence from the flow design is actually operated, one lead at a time.
Who uses it: TeleSales executive.
Action: Mark the current follow-up complete with an outcome, set the next follow-up's date.
Displays: Full follow-up history — 1st, 2nd, 3rd and on — and each one's status.
Then: Resets the reminder clock for the new due date; visible to the Manager on web immediately.

Notes

Why it's needed: Mandatory after every attempt — the permanent record a Manager reads when auditing a lost deal or picking up a reassigned lead.
Who uses it: TeleSales executive.
Action: Type a note after a contact attempt; the follow-up can't be marked done without one.
Displays: Chronological note history with author and timestamp.
Then: Appended to the lead's timeline — visible to Manager and Super Admin on web.

Call actions

Why it's needed: The core mobile-native action — the reason this is a phone app and not a smaller web app.
Who uses it: TeleSales executive.
Action: Tap to dial — the device dialer, or in-app VoIP if telephony is integrated — then log the outcome on return.
Displays: Call button, and a call history with duration where telephony is integrated.
Then: The outcome feeds straight into the follow-up/note flow; a recording, if integrated, attaches to the lead automatically.

WhatsApp actions

Why it's needed: Fast, consistent outreach without composing a message from scratch every time — specifically what the "leave, generic message" requirement was pointing at.
Who uses it: TeleSales executive.
Action: Tap WhatsApp, pick an approved template auto-filled with the customer's details, or open a free chat.
Displays: Templates available for the lead's current stage.
Then: Logged as a contact-attempt entry on the lead, the same as a call.

Notifications

Why it's needed: Pulls the agent back to something due without them having to remember to check.
Who uses it: TeleSales executive.
Action: Tap a notification.
Displays: New lead assigned, follow-up due soon or overdue, an escalation warning ("one more miss and this reassigns"), a message from their manager.
Then: Deep-links straight to the relevant lead.

Conversion

Why it's needed: This is the moment the whole flow exists to produce, and it happens wherever the agent is standing when the customer says yes or no.
Who uses it: TeleSales executive.
Action: Tap Convert, enter the required deal details — product, value, close date — and confirm; or tap Not Converted, select a reason, and confirm.
Displays: The minimum required fields for whichever outcome is chosen.
Then: Converted creates a Deal, visible to the Manager on web immediately. Not Converted routes the lead to Nurture or Closed based on the reason. Either way, it drops out of the active follow-up cadence.

Profile

Why it's needed: The agent's own account, and a light, motivating view of their own numbers — not a management screen.
Who uses it: TeleSales executive.
Action: View personal conversion rate and follow-up stats, request leave, set notification preferences.
Displays: Personal performance only — no comparison against other agents.
Then: A leave request notifies the Manager for approval; the agent cannot self-approve their own leave status.

Deliberately not on the mobile app

Other agents' leads, queues, or performance — visibility stops at "mine"
Reassigning a lead to anyone else
Configuring lead sources, round-robin rules, or escalation thresholds
Defining or editing custom fields
Creating, editing, or deactivating any user account
Approving their own leave — only requesting it
Team-wide or org-wide reports — own performance only
Editing a deal's stage or value after conversion hands it off
Merging customer records, or editing another agent's customer data
Configuring notification rules or message-template content
Any system setting — working hours, holidays, integrations
The audit trail — who changed what, and when

This isn't just a smaller feature set — it's a structural boundary. Because these screens don't exist in the mobile build at all, there's no permission flag to misconfigure or forget later. An executive's phone never has the door to walk through in the first place.