ATLAS
CSR Phone Intake Module

Customer service representative phone hub — COES-style intake with scripts, cross-sell (STUWHDCA), and dispositions.

1 Dashboard
2 Active Call
3 Script & Quote
4 Disposition
5 Callbacks
6 New Lead
7 Reports
CSR Dashboard Live
Stats, search, quick actions, recent calls
9:41
CSR Dashboard
47
Calls Today
32
Booked
8
Callbacks
Lookup by phone, name, email, address...
Start Call
Open phone frame
New Lead
Add customer
Callbacks
8 pending
Reports
Call analytics
Recent Calls
Jane Morrison
(704) 555-0142 • Carpet CPT
2m ago
Booked
Robert Chen
(704) 555-0198 • Duct HVC
15m ago
Callback
Lisa Park
(980) 555-0267 • Tile TGS
28m ago
No Sale
Pro Tip:Always ask "Have you used us before?" first. Existing customers get their full history pulled automatically.
Active Call — Phone Frame Live
Active call banner, customer info, service chips, value prop script
9:41
Active Call
Jane Morrison
(704) 555-0142 • 3:42 elapsed
Customer
Address 1420 Elm St, Charlotte NC
Previous Service CPT — Aug 2026
Lifetime Value $1,240
Service Requested
CPT Carpet
UPH Upholstery
TGS Tile
HVC Ducts
STN Stone
WOD Wood
Value Proposition Script
“Let me take a quick second to introduce ourselves. We’ve been in business for over 75 years, we’re Super Service Award Winners on Angie’s List, have an A+ BBB rating, and 4.9 stars on Google with over 2,300 reviews. We always send out experienced and certified technicians.”
Info:Service scripts auto-display based on the selected service type. Carpet uses truck-mounted extraction, HVAC uses NADCA-certified process.
STUWHDCA Cross-Sell & Quote Live
CPT script, STUWHDCA cross-sell grid, quick quote with pricing
9:41
Cross-Sell
CPT Service Script
“Our certified technicians use truck-mounted hot water extraction with non-toxic, biodegradable products. We treat all spots and stains, with special attention to high traffic areas.”
STUWHDCA Checklist
S
Stone
T
Tile
U
Uphol.
W
Wood
H
HVAC
D
Dryer
C
Carpet
A
Rugs
Quick Quote
CPT — LDH/BR (35% disc) $160–$190
Service Charge $20
Total Estimate $180–$210
Quote Delivery
“Including our discount of 35% off, your approximate quote will be $180–$210. This includes our truck-mounted hot water extraction process, spot and stain treatment, and attention to high traffic areas.”
Warning:Always mention cross-sell before delivering the quote. Each checked service adds to the booking value. Portable unit surcharge ($55) is NOT discountable.
Call Disposition Live
6 disposition buttons with IconCircles, call notes textarea
9:41
End Call
Call Duration
7:42
Jane Morrison • (704) 555-0142
Select Disposition
Booked
Callback
No Sale
Wrong #
Voicemail
VMF
Pro Tip:If Booked, the appointment auto-creates a dispatch stop. Callbacks auto-schedule based on cycle rules (default: retry in 3 days).
Callback Queue Live
Priority-sorted callback queue with overdue/today/tomorrow badges
9:41
Callbacks
Callback Queue
8 pending
Robert Chen
HVC • Attempt 2/3 • 2 days overdue
Overdue
David Torres
CPT • Attempt 1/3
Today
Sarah Williams
TGS • Attempt 1/3
Today
Michael Brown
UPH • Attempt 1/3
Tomorrow
Amanda Foster
CPT • Attempt 1/3
Tomorrow
Info:Overdue callbacks appear first. Each customer gets 3 attempts before auto-closing. Tap a callback to start the call.
New Customer Live
New customer form: name, phone, address
9:41
New Lead
New Customer
CSR Reports Planned
Hero booking rate, stats row, disposition breakdown
9:41
Reports
68%
Booking Rate
+5% vs last week
47
Calls
32
Booked
$6,240
Revenue
By Disposition
Booked 32
Callback 8
No Sale 4
Voicemail 2
Wrong # / VMF 1
Pro Tip:Industry-leading CSR teams maintain a 65%+ booking rate. Track STUWHDCA cross-sell rates to maximize average ticket value.
1 Dashboard & Calls
2 Active Call & Script
3 Callbacks & Leads
4 Reports
Dashboard & Calls Live
9:41
CSR Dashboard
47
Calls
68%
Book Rate
Customer lookup...
Jane Morrison
(704) 555-0142 • CPT
Booked
Robert Chen
(704) 555-0198 • HVC
Callback
Lisa Park
(980) 555-0267 • TGS
No Sale
Mark Johnson
(704) 555-0384 • CPT
Booked
Jane Morrison
(704) 555-0142 • 3:42 elapsed
Customer
1420 Elm St, Charlotte NC
Previous: CPT Aug 2026
Lifetime: $1,240
Quick Quote
CPT LDH/BR (35%)$160–$190
Total$180–$210
Booked
Callback
No Sale
Wrong #
VM
Active Call & Script Live
9:41
Active Call — Jane Morrison
CPT Service Script
“Our certified technicians use truck-mounted hot water extraction with non-toxic, biodegradable products. We treat all spots and stains, with special attention to high traffic areas.”
Value Proposition
“We’ve been in business for over 75 years, with an A+ BBB rating and 4.9 stars on Google with over 2,300 reviews.”
STUWHDCA Cross-Sell
S
Stone
T
Tile
U
Uphol
W
Wood
H
HVAC
D
Dryer
C
Carpet
A
Rugs
Quick Quote
CPT LDH/BR (35%)$160–$190
Service Charge$20
Total$180–$210
Callbacks & Leads Live
9:41
Callbacks & Leads
8
Pending Callbacks
Queue
Robert Chen
HVC • Attempt 2/3
Overdue
David Torres
CPT • Attempt 1/3
Today
Sarah Williams
TGS • Attempt 1/3
Today
Michael Brown
UPH • Attempt 1/3
Tomorrow
New Customer
Recent Callbacks
JM
James Miller
CPT • 2:15 PM
Booked
LP
Lisa Park
HVC • 1:45 PM
Callback
AW
Alex Wong
TGS • 12:30 PM
No Sale
CSR Reports Planned
9:41
CSR Reports
68%
Booking Rate
+5% vs last week
47
Calls
32
Booked
By Disposition
Booked32
Callback8
No Sale4
Top Services
CPT Carpet18 calls
HVC Ducts12 calls
TGS Tile8 calls
Revenue
$6,240
Booked revenue today
+$840 vs yesterday
1 Dashboard
2 Phone Frame
3 Scripts & Cross-Sell
4 Disposition
5 Analytics
CSR Dashboard Live
https://app.3bids.io/contractor/csr
3BidsCSR Hub
Calls
Dashboard ⌘1
Phone Frame ⌘2
Scripts & Cross-Sell ⌘3
Disposition ⌘4
Reports
Analytics ⌘5
Settings ⌘,
KS
Karen Smith
CSR Lead

CSR Dashboard

47 Calls Today · 68% Book Rate
47
Calls Today
32
Booked
68%
Book Rate
8
Callbacks
Recent Calls
47 today
Jane Morrison
(704) 555-0142 • CPT • 2m ago
Booked
Robert Chen
(704) 555-0198 • HVC • 15m ago
Callback
Lisa Park
(980) 555-0267 • TGS • 28m ago
No Sale
Mark Johnson
(704) 555-0384 • CPT • 42m ago
Booked
Callback Queue
8 pending
Robert Chen
HVC • Attempt 2/3
Overdue
David Torres
CPT • Attempt 1/3
Today
Sarah Williams
TGS • Attempt 1/3
Today
Michael Brown
UPH • Attempt 1/3
Tomorrow
Phone Frame Live
https://app.3bids.io/contractor/csr/call
3BidsCSR Hub
Calls
Dashboard ⌘1
Phone Frame ⌘2
Scripts & Cross-Sell ⌘3
Disposition ⌘4
Reports
Analytics ⌘5
Settings ⌘,
KS
Karen Smith
CSR Lead

Phone Frame

Jane Morrison • 3:42
Customer Info
NameJane Morrison
Phone(704) 555-0142
Address1420 Elm St, Charlotte NC
PreviousCPT — Aug 2026
Lifetime Value$1,240
Quick Quote
CPT LDH/BR (35%)$160–$190
Service Charge$20
Total$180–$210
Service Selection
CPT Carpet
UPH Upholstery
TGS Tile
HVC Ducts
STN Stone
WOD Wood
Value Proposition Script
“Let me take a quick second to introduce ourselves. We’ve been in business for over 75 years, we’re Super Service Award Winners on Angie’s List, have an A+ BBB rating, and 4.9 stars on Google with over 2,300 reviews.”
Scripts & Cross-Sell Live
https://app.3bids.io/contractor/csr/scripts
3BidsCSR Hub
Calls
Dashboard ⌘1
Phone Frame ⌘2
Scripts & Cross-Sell ⌘3
Disposition ⌘4
Reports
Analytics ⌘5
Settings ⌘,
KS
Karen Smith
CSR Lead

Scripts & Cross-Sell

STUWHDCA Framework
STUWHDCA Checklist
S
Stone
T
Tile
U
Uphol
W
Wood
H
HVAC
D
Dryer
C
Carpet
A
Rugs
Cross-Sell Conversion
ServiceOfferedBookedRate
CPT Carpet473268%
HVC Ducts281450%
TGS Tile18844%
CPT Service Script
“Our certified technicians use truck-mounted hot water extraction with non-toxic, biodegradable products. We treat all spots and stains, with special attention to high traffic areas.”
Value Proposition
“We’ve been in business for over 75 years, we’re Super Service Award Winners on Angie’s List, have an A+ BBB rating, and 4.9 stars on Google with over 2,300 reviews.”
HVC Service Script
“Our NADCA-certified technicians use a source-removal process with industrial HEPA vacuums. We clean each supply and return vent, the main trunk line, and sanitize the entire system.”
Disposition Live
https://app.3bids.io/contractor/csr/disposition
3BidsCSR Hub
Calls
Dashboard ⌘1
Phone Frame ⌘2
Scripts & Cross-Sell ⌘3
Disposition ⌘4
Reports
Analytics ⌘5
Settings ⌘,
KS
Karen Smith
CSR Lead

Disposition

Jane Morrison • 7:42
47
Calls Today
32
Booked
68%
Book Rate
$6,240
Revenue
Select Disposition
Booked
Callback
No Sale
Wrong #
Voicemail
VMF
Call Notes
Recent Dispositions
CustomerServiceResult
Jane MorrisonCPTBooked
Robert ChenHVCCallback
Lisa ParkTGSNo Sale
Mark JohnsonCPTBooked
Analytics Planned
https://app.3bids.io/contractor/csr/analytics
3BidsCSR Hub
Calls
Dashboard ⌘1
Phone Frame ⌘2
Scripts & Cross-Sell ⌘3
Disposition ⌘4
Reports
Analytics ⌘5
Settings ⌘,
KS
Karen Smith
CSR Lead

CSR Analytics

Today • Mar 25, 2026
47
Total Calls
68%
Book Rate
$6,240
Revenue
4:32
Avg Duration
CSR Leaderboard
CSRCallsBook%Revenue
Karen Smith4768%$6,240
Mike Davis3863%$4,890
Lisa Chen4255%$5,120
STUWHDCA Cross-Sell Rates
ServiceOfferedAddedRate
CPT Carpet473268%
HVC Ducts281450%
TGS Tile18844%
Call Volume by Hour
HourCallsBooked
8:00 AM86
9:00 AM129
10:00 AM148
11:00 AM139
Disposition Breakdown
Booked3268%
Callback817%
No Sale49%
Voicemail / Other36%

Data Architecture

CSR phone intake module — COES parity with scripts, STUWHDCA cross-sell, and callback disposition tracking.

Source Files

app/(contractor)/csr/index.tsx
CSR dashboard with customer lookup, recent calls, quick actions
Component
app/(contractor)/csr/phone-frame.tsx
Active call screen: customer info, scripts, cross-sell, disposition
Component
components/contractor/csr/CustomerLookup.tsx
Multi-field lookup: phone, name, email, address, WO#
Component
components/contractor/csr/ScriptDisplay.tsx
Service-specific script renderer with COES templates
Component

Convex Queries

sdrCommandCenter.recentCalls
Recent calls with disposition, service type, duration
Query
contactsList.search
Multi-field customer lookup with history
Query
sdrCallbacks.pending
Pending callback queue sorted by priority
Query

Convex Mutations

sdrCallbacks.recordDisposition
Record call outcome: booked, callback, no_sale, wrong_number, voicemail
Mutation
sdrCallbacks.createCallback
Schedule callback with cycle rules (retry in N days)
Mutation
jobs.createFromCSR
Auto-create dispatch stop when disposition = booked
Mutation

CSR Status Flow

incoming_call → csr_pickup → customer_lookup → dispatch_or_book → resolved
Terminal: escalated voicemail

Key Design Decisions

Single-Pane Focus
CSR phone frame keeps all context on one screen — customer info, call controls, and dispatch actions without tab switching.
Real-Time Queue
Convex reactive queries power the call queue — new calls appear instantly, wait times update live, no manual refresh.
Customer Match
Incoming caller ID auto-matches existing customers. CSR sees full history before answering.
Dispatch Integration
One-click dispatch from the call screen. Tech availability and travel time shown inline for immediate booking.