Customers Route Reference

What this route is for

Customers is the CRM workspace for account ownership, opportunity tracking, follow-up tasks, linked estate context, service contracts, routines, document storage, finance context, and commercial handoff into quotes and reports.

Visibility and capability notes

Item	Details
Route id	`crm`
Visible nav label	`Customers`
Visibility	Customer-facing core route.
Capability notes	The base CRM desk is available in the customer-facing shell, but downstream actions such as quote creation, finance handoff, or AI launches still depend on workspace feature visibility.
Direct inbound	Shell nav, global search, finance account links, site-linked customer links, and activity or notification context.

Main regions, tabs, and dialogs

Surface	What it does
Accounts tab	Main customer register plus account detail.
Account detail views	`overview`, `sla`, `estate`, `work`, `routines`, `contacts`, `documents`, `commercial`, `finance`, `activity`.
Opportunities tab	Pipeline view with `board` or `list` mode.
Tasks tab	Follow-up queue with focus slices such as `overdue`, `today`, `upcoming`, `completed`, and `all`.
Settings tab behavior	`tab=settings` redirects to `#/organization?section=service-policies` rather than opening a local CRM settings desk.
Dialog layer	Account, contact, opportunity, task, document, pipeline-stage, and site-link workflows.

Key actions

Create or update accounts, contacts, opportunities, tasks, and customer documents.
Mark accounts reviewed and keep ownership or tags current.
Link sites to customer accounts.
Create and maintain service contracts and routines.
Preview routine generation into Scheduler when scheduler access is enabled.
Create quotes from opportunities.
Open account-level report review.
Download an import template or launch staged import for customer and site data.
Jump to service-policy settings for SLA templates.

Filters and URL state

State group	Params
Shared selection	`tab`, `accountView`, `accountId`, `opportunityId`, `taskId`
Accounts workspace	`accountPage`, `q`, `ownerUserId`, `tag`, `activeContract`, `renewalDue`, `hasOverdueInspection`, `hasOpenUrgentWork`, `needsReview`
Opportunities workspace	`opportunityQ`, `opportunityPage`, `stageId`, `oppOwnerUserId`, `serviceLine`, `opportunityStatus`, `opportunityView`
Tasks workspace	`taskQ`, `taskStatus`, `assignedToUserId`, `taskAccountId`, `taskPage`, `taskFocus`

Search is debounced across the major workspace lists.
The route keeps enough state in the hash to reopen the same CRM slice directly.

Outputs and side effects

Creates and updates CRM records, task state, linked sites, and account documents.
Creates and updates service contracts and routines.
Can open staged import flows for customers-sites.
Can create a downstream quote, preview routine work generation, open report review, or redirect into service-policy configuration.
Changes here affect what Quotes, Work Orders, Finance, and site-linked estate context can show later.

Inbound links

Shell Customers navigation.
#/sites account links.
#/finance?accountId=...
Global search or activity-driven account links.

Outbound links

#/connected-systems?section=imports&dataset=customers-sites
#/quotes
#/sites?siteId=...
#/finance?accountId=...
#/report-writer?reportId=...
#/organization?section=service-policies
#/ai-assistant when assistant actions are enabled

Indirect handoffs

Account ownership and SLA context shape commercial follow-up later.
Linked site context changes how estate, inspection, and finance conversations are interpreted elsewhere.
Opportunity hygiene determines whether quotes start with enough commercial context to be sent safely.
Routine scope and service-contract hygiene determines whether recurring work can be generated safely.

Troubleshooting

Symptom	What to check
The CRM tab opens somewhere unexpected	Check `tab` and selected id params in the hash before assuming the page reset itself.
`Settings` does not stay inside Customers	That is expected. It redirects to Organization service policies.
Quote creation feels under-contextualised	Confirm the account, linked site, and opportunity stage are correct before generating the quote.
Routine generation is unavailable	Confirm Scheduler is enabled and the routine is active.
Routine generation is blocked	Check routine scope, due dates, target month, and default field-resource eligibility.
Imported customer data does not appear immediately in the active view	Confirm the staged import finished in Connected Systems and then re-open the expected tab and filters.