Handling Customers, Quotes, Work Orders, and Finance

[!NOTE] Quotes, work orders, finance, and some AI-assisted actions can be limited by workspace access. Missing visibility is not always a bug.

Start from CRM, not from a blank commercial record

Open or create the customer account first.
Keep key contacts, service scope, and account notes in CRM so quotes and work orders inherit the right context.
Apply the right SLA or service-policy snapshot before commercial work starts.

Build the quote from operational context

Create the quote from the inspection, defect, or customer context whenever possible.
Review scope, pricing, and exclusions before the quote leaves the portal.
Use the quote desk to monitor draft, sent, accepted, and declined states instead of relying on email memory.

Move accepted work into work orders

Create the work order as soon as approved work is ready for delivery.
Keep completion notes, delivery state, and scheduling follow-up attached to the work order rather than leaving the work trapped in quote state.
If the team knows the service month but not the exact visit day, use Target month on the work order and convert it to Exact date when dispatch is ready.
Feed work orders back into Scheduler when engineer assignment or deployment needs to happen.

Send contractor job packs for external delivery

Use contractor job packs when a work order needs to be delivered by a third-party engineer or specialist who is not part of the sending organization. The work order remains owned by your organization; the contractor receives a controlled view of the job and submits staged updates for review.

Create or identify the contractor record through the contractor access workflow. Keep the contractor email, company, and optional linked app user accurate because grant delivery and evidence ownership are checked against that identity.
Create an access grant against the work order through the contractor grant workflow. Choose whether the contractor can only view the pack or can submit evidence and status updates.
Deliver the pack by native app user binding when the recipient already has a Deucalion app account, or by the generated contractor portal link when they are working outside the app.
The pack exposes the work order, site address and access notes, work-order items, safe documents, and paged site assets. It does not expose internal admin notes, raw access tokens, or unrelated customer workspace data.
Contractors with submit access can send notes, proposed work-order status changes, work-item completions, checklist responses, and evidence references. Submissions are staged first; they do not update the official work order until an admin reviews them.
Review submitted contractor evidence from Contractors. Use Approve and merge only when the update should become part of the official work-order record. Use Request changes or Reject when the submission is incomplete or should not be accepted.
Revoke expired or incorrect grants promptly. Grant activity records creation, viewing, submission, resend, denial, and revoke events so the office has an audit trail.

Use finance to review receivables, not platform controls

Use Finance and customer account context to see whether a receivable ties back to a quote, work order, or manual invoice.
Keep the organization's receivables and workspace billing decisions visible in the finance desk.
Public org-admin guides stop at workspace billing and receivables. Platform-level credit tooling is intentionally outside this documentation set.

Troubleshooting

Problem	What to check
A quote feels disconnected from the inspection	Check whether it was created from the inspection or customer context rather than rebuilt from scratch.
Approved work still looks like a quote	Confirm a work order was created and linked after approval.
A contractor cannot see a native job pack	Confirm the grant is active, not expired or revoked, and bound to the same app user as the recipient.
Contractor evidence is not updating the work order	Check the `Contractors` review queue. Submitted evidence must be approved and merged by an admin before it changes official work-order state.
The invoice appears without enough customer context	Follow the receivable back to the account, quote, or work order that created it.

Reference surfaces

Use Customers, Quotes, Work Orders, and Finance for the desk-level detail behind this commercial flow.
Use Client Handover and Quote Approval, Contractor Job Packs, and Billing Candidates and Accounting Export for the newer workflow detail.
Use Organization when availability, team controls, or billing configuration affect what the commercial desks can do.
Use the Artifact Output Atlas when you need to trace which page created a PDF, invoice, email, or assignment artifact.