Willowdale · Empire Homes USA pilot · Dev9 sandbox

From Inquiry to Prospect: what we built and how it runs

One page. Where Inquiries come from, what the Online Sales Counselor and the Sales Agent do, where the AI runs, and what each kind of user sees. Status reflects the end-to-end path confirmed in Dev9 on 7 and 8 October 2026.

8 October 2026
Prepared by Industrious

1. How Inquiries enter Salesforce

Website formsAccount Engagement (Pardot) creates the Inquiry. Record type, source and queue routing are the existing client setup. Not changed.

Third-party formsBDX and U2 Realtor forms arrive through PowerDot. Existing setup. Not changed.

CallRail callsCall transcripts attach to the Inquiry. The new CallRail Summary action writes a short summary for the rep.

Manual entryNew Inquiry on the Online Sales Home (guided form) or the standard form. Name, contact, site, channel and source.

Walk-inSales Agent Home, Record Conversation. The meeting is recorded first and matched to a buyer afterwards.

Queue ownershipNew Inquiries land in the site queue (for example Houston OSC) until a counselor takes them. The AI fills fields only once a person owns the Inquiry.

2. The main path

OSC

Open the InquiryFrom the queue or from New Inquiry. Site must be a US site for the pilot features.

OSC

Capture the callType the eight qualification notes on the Inquiry and Save.AI after SaveKey fields fill in the background: budget band, bedrooms, timing, reason, realtor.

OSC

Book the appointmentDate, time, type. Web Lead Rating set to Appointment Scheduled by the counselor.

Sales Agent

Record the conversationInquiry, View Full Record, Record, Create meeting now. The app opens Home. Tap the new meeting card, Launch In-Person Meeting Assistant, Start.

Sales Agent

Save the transcriptStop Transcribing, Save Meeting Notes. Salesforce stores the transcript on the meeting within seconds.

Sales Agent

Review and saveBack on the Inquiry: Record, then Choose a saved transcript.AI drafts answersThe agent checks each answer, sets Realtor yes or no, and taps Save to Inquiry.

Sales Agent

ConvertMore, Convert. Type the Prospect name. Salesforce creates the Person Account, Contact and Prospect at stage Welcome, carries the notes and the Interested Community, and moves the meeting to the Prospect.

After conversion the Prospect carries the same Capture section. Later conversations add transcripts to the Prospect. The AI runs there only when the agent taps Suggest Fields. The stage path, Commitment checks and the NewStar handoff are the existing client process and are unchanged.

2b. What runs when: desktop and phone

Moment	Desktop (Lightning, Empire Homes USA app)	Phone (Sales Cloud Mobile)	What kicks in automatically
Inquiry arrives	Website, CallRail and ads create the Inquiry. OSC can also use New Inquiry.	OSC can use New Inquiry (guided) from Online Sales Home.	The client's assignment rules set the owner, often the OSC queue. Nothing of ours runs yet.
Capture saved	Capture tab on the Inquiry. Save.	Capture row on the Inquiry summary card. Save.	AI fills the key fields within a minute, only when the owner is a person with a pilot persona. A queue-owned Inquiry stays "Queued". The Interested Community is created or updated from the community field.
Record Conversation tapped	Shows guidance only: record in the mobile app.	Creates the meeting (Event) and jumps to Home. Home card, Launch In-Person Meeting Assistant, Start.	The Record action creates the meeting, one per hour per Inquiry.
Save Meeting Notes	Not available.	Salesforce's own save.	Salesforce creates the meeting transcript record within seconds. Needs the Conversation Insights grants plus View Setup and Configuration, delivered by the Willowdale Pilot Native Recording permission set. This is standard Salesforce.
Choose saved transcript, Review, Save to Inquiry	Not available (known gap).	Record, Close, choose the transcript, review, Save to Inquiry.	AI drafts the eight answers from the transcript. Save writes the notes and links the transcript and the meeting to the Inquiry. The Interested Community updates.
Convert	Convert dialog. Prospect name is prefilled.	Convert screen. The agent must type the Prospect name.	Salesforce creates the Person Account, Contact and Prospect. The notes, the community and the meeting move to the Prospect.
Inquiry: Suggest Fields button	On the Inquiry page actions. Confirm, then wait a minute.	Same action for pilot users, when the phone shows dynamic actions.	New. Asks the AI to fill the empty key fields from the Capture answers at any time, and again after new answers. Needed when the Site is set after the answers, because that save alone never queues the AI. Filled fields are never overwritten; differences go to AI Suggestions. Ready for its first test.
Prospect notes edited later	Capture section on the Prospect. Save.	Same.	No AI on save. The agent taps Suggest Fields to run it.

3. Who sees what

Persona	Home page	Inquiry and Prospect pages	AI	Dev9 test users
Online Sales Counselor	Online Sales Home: New Inquiry, task lists	New layout with Capture, Record, Suggest Fields and CallRail Summary	Yes: fills fields after Capture save	Chris OSC UAT; client users to be confirmed
Sales Agent	Sales Agent Home: New Prospect, Record Conversation	Same as above, plus transcript review and Suggest Fields on the Prospect	Yes	JMarcotte SA UAT; client: Chloe
Sales Manager	Sales Manager Home: both sets of buttons	Same as both roles above	Yes	Lauren, Danielle
US user outside the pilot	Standard Salesforce Home	Standard pages. No Capture, Record or Suggest Fields	No. Nothing runs for this user	Jazmin (options sent 8 Oct)
Administrators	All of the above	All	Yes	Client admins, Industrious

Phone recording needs three Salesforce grants on top of the pilot permission set: Sales Cloud User, Einstein Conversation Insights Included, and Willowdale Pilot Native Recording. All pilot users in Dev9 now hold them. A new pilot user gets one permission set group for the persona plus those three sets.

4. Status on 8 October

Step	Status	Evidence
Manual Inquiry, guided and standard	Works	Confirmed on desktop and phone. Interested Community created
Capture notes and AI field fill on Inquiry	Works	Bedrooms, bathrooms, move-in filled from a transcript
Record Conversation, native transcript saved	Works	Phone recordings reach Salesforce in under 15 seconds
Transcript review and save to Inquiry	Works	Notes written, transcript linked, meeting linked
Convert to Prospect with carry-over	Works	Prospect, Account, Contact, Interested Community, meeting all linked
Recording as a Sales Agent user	Resolved	One standard permission, View Setup and Configuration, was missing. Delivered by the Willowdale Pilot Native Recording permission set, on all pilot users. Phone users log out and in once
Non-pilot user experience	Options sent	Two options shared: keep the Empire Sales app, or the pilot app without AI. Client to choose

5. Client feedback: what is done, what is open

Item	Status	Note
Mobile number saved to Phone	Fixed	Flow syncs Mobile to Phone, keeps a separate Phone
Interested Community not created	Fixed	Created on save, carried on conversion. Please retest on a new Inquiry
Convert error on field mapping	Fixed	Three Home Features values added to the Account side
Appointment rating	Manual accepted	Web Lead Rating is set by the counselor. No automatic rule built
Working with Realtor from the text	Partial	An explicit "I have a realtor" statement proposes the flag; the rep accepts it. No silent overwrite
Capture clearing Site and appointment	Fixed	Untouched fields are kept on save
Fewer taps before recording	Reduced	Meeting creation jumps to Home, and the saved transcript is one tap away. The Record button cannot sit on the summary card: Salesforce does not allow custom actions there
Name, Mobile, Site, Realtor from the transcript	By design	Identity fields stay manual. Needs and preferences are extracted
"Before end of year" read as 2025	Resolved	The AI now receives the conversation date. Please retest on the next capture
Persona-specific Home pages	Mostly in place	OSC and Sales Agent Homes exist. Standard Home for non-pilot users. Confirm the exact buttons wanted
Non-AI test user for Jazmin	Options sent	Two options shared with the client: keep the Empire Sales app, or the pilot app without AI
Commitment stage validation	Decision needed	Existing client rules. Tell us if the pilot should change them
Appointment time shown in 24-hour clock	Open	Wording and format on the guided form
Reason for Interest could be Relocation	Not pursued	AI tuning closed after two rounds. Rep corrects the field

6. Next steps

Completed since the first-run feedback

Sales Agent users can save phone transcripts. One standard permission was missing and is now assigned to all pilot users.
The saved transcript is one tap away from the meeting status box.
After Save to Inquiry on the phone, the app reminds the rep to type the Prospect name on Convert.
The AI receives the conversation date, so phrases like "before the end of the year" count from the right day.
A Suggest Fields button on the Inquiry asks for the AI fill at any time, for Inquiries whose Site arrives after the answers.

To test next

One capture with "before the end of the year" to confirm the move-in band.
First run of Suggest Fields on an Inquiry with answers.
One full run per persona: Online Sales Counselor, Sales Agent, Sales Manager, and a user outside the pilot.
The client team reruns the 32-row UAT script on fresh records.

Still open from the feedback

Appointment time format on the guided form (12-hour clock with AM and PM).

Decisions needed from Willowdale

Which client users carry each persona, including who gets the Sales Manager Home.
Whether the Commitment stage checks change for the pilot.
Whether AI filling after queue pickup is acceptable for website Inquiries.
Which option applies to US users outside the pilot.