Documentation

Overview

Sales OS is BestWebby's outbound sales layer. Where the storefront sells to shoppers who come to you, Sales OS equips a team that goes out and sells: tele reps working a dialer queue, field reps visiting customers, and managers watching both.

It is three surfaces in the dashboard, all under the Customers group:

• Sales pipeline (Customers → Sales pipeline) — leads, scoring, and the deal pipeline through to quote.
• Sales console (Customers → Sales console) — provision reps, define territories, run campaigns, and monitor the team.
• Dialer (Customers → Dialer) — the tele rep's working screen: screen-pop, dial, and disposition.

Roles and who sees what

Sales OS adds three team roles — sales manager, field sales rep, and tele sales rep. Data access is scoped by role on the server:

Scoping is enforced by the server on every request, not by hiding buttons. A rep cannot fetch another rep's leads no matter what they put in a URL.

Provisioning reps

Owners and admins add reps from Sales console → Reps. Provisioning a rep sends a normal team invitation: the rep receives an invite email, accepts, and signs in with the standard passwordless flow. Each rep gets:

• a type (field or tele),
• an optional manager (which builds the team structure managers see),
• an optional revenue quota,
• an optional caller line for outbound calls.

Reps can also be added in bulk from a CSV. Territories — named regions defined as a polygon or a set of postal prefixes — are managed on the Territories tab and can be assigned to a rep.

Leads

Add leads one at a time from the pipeline, or import a CSV from Sales console. Every path into the lead list runs the same spine:

• Compliant sources only. A lead's source must be one of: manual entry, inbound, referral, imported list, public directory, or purchased opt-in data. There is deliberately no scraping option.
• Do-not-call scrub. Phone numbers are normalized and checked against your store's DNC list and the platform-wide list. Only a hash of the number is stored for matching. A DNC hit flags the lead so it can never be dialed; imports report how many rows were blocked.
• Transparent scoring. Each lead gets a 0–100 score from fixed rules: source quality (inbound and referrals score highest), data completeness, recent engagement, and fit against your ideal-customer keywords. The lead lands in a hot, warm, or cold band. Nothing about the score is inferred or opaque, and a DNC-flagged lead always scores zero.
• Routing. A rep's own leads belong to them. Managers and admins can assign an owner directly or let round-robin routing spread new leads across the least-loaded reps in scope.

The pipeline

The pipeline view is a board of opportunities in six stages: prospect, qualified, proposal, negotiation, won, lost. Each stage shows its deal count and total value.

The path from a name in a list to money in the bank:

1. Convert a lead. This creates an account and an opportunity owned by the lead's rep. Conversion is idempotent, so repeating it never duplicates the deal.
2. Quote from the opportunity. The quote is built by the same billing engine used everywhere else in BestWebby; totals are recomputed server-side, never taken from the client. The opportunity links the quote and advances to proposal.
3. Accept and invoice. The buyer accepts the quote through the standard e-sign acceptance flow, which produces the invoice. Sales OS never rebuilds billing.

The dialer

The dialer is the tele rep's whole day on one screen: presence, a campaign picker, screen-pop, softphone, and disposition.

Campaigns are created by managers in the Sales console with a lead filter, a dialing mode, calling hours, and a caller-ID strategy. Reps see active campaigns only.

Compliance is checked twice, and it is not optional. When the dialer pops the next lead, it has already passed the DNC lists, the calling-hours window for the lead's own timezone, and consent checks; the screen tells the rep how many leads were skipped for compliance. The same gate runs again the moment the rep clicks Dial, because a lead can age out of calling hours between pop and click. The rep must also acknowledge the recording disclosure before a call can start — a recorded call without disclosure is refused, not warned about.

The screen-pop shows the lead's profile, their last activity, and a built-in talk track with objection prompts, so the rep opens the call knowing who they are speaking to.

After the call, the rep picks a disposition, and the system does the follow-through:

The rep then moves through wrap-up back to available, ready for the next lead.

Softphone. Calls run through a browser softphone. If calling has not been provisioned for your store yet, the console shows the softphone as offline, and everything else — the queue, screen-pop, and disposition flow — keeps working.

Field visits

Field reps check in at the customer's location from their phone. Each check-in records GPS position and accuracy, an optional photo, and the visit outcome, and is compared against the customer's pin and the rep's territory. Signals that don't add up (poor GPS accuracy, a mismatch between network location and GPS, mock-location flags, an off-territory position) raise a risk score managers can review.

One honest caveat, stated in the product itself: browser geolocation is a deterrent and a risk signal, not proof. Treat a high-risk check-in as a reason to ask questions, not as a verdict. Check-ins queued offline sync safely — a visit is never duplicated by a flaky connection.

Monitoring and compliance health

Sales console → Monitoring is the live wallboard: who is available, on a call, in wrap-up, or on a break; calls made today; revenue won today. Sales console → Compliance rolls up a compliance score with the three things worth watching — DNC hits, calling-hours violations, and off-territory visits — plus the DNC list itself and calling-hours rules.

Calling hours are configured per region with a default fallback, and the dialer enforces them against each lead's timezone. The recording-disclosure requirement defaults to on. These guardrails exist to make TCPA, CRTC, CASL, PIPEDA, and GDPR obligations structural rather than a training issue; none of them can be switched off by a rep.

Questions? Contact [email protected] or visit the FAQ at bestwebby.com/faq.