CRM and Tools¶

What the call center will have access to, what each tool is for, and how the data flows.

Tools provided by Airwai¶

Tool	Purpose	Access level
HubSpot	CRM, pipeline, contact records, ticket queue	Sales user license per agent + admin for the call-center lead
Stripe	Payment processing, subscriptions, refunds	Restricted — payment-link generation + refund within 14-day window
App Store Connect (read-only)	View install counts, app version data, App Store reviews	Read-only access for the call-center lead
HubSpot Sequences	Email automation	Full access
Shared Slack channels	Real-time collaboration with Airwai	Member access to designated channels
Shared Google Drive folder (read-only)	Access to current marketing collateral, demo videos, case studies	Read-only
docs.airwai.com	Public documentation site	Public (no special access needed)

HubSpot — the system of record¶

HubSpot is where everything that matters lives. Every prospect, every conversation, every deal, every ticket. The call center should consider HubSpot the operating system of the engagement.

Pipeline structure¶

The pipeline stages the call center should use:

Lead — sourced, not yet contacted
Outreach — at least one touch sent
Engaged — replied, opened multiple emails, accepted LI request
Discovery Booked — discovery call scheduled
Discovery Done — discovery call completed; qualified
Demo Booked — demo scheduled
Demo Done — demo completed
Trial Active — Free or Pro trial in progress
Closed Won — Pro — converted to paid Pro (monthly or annual)
Closed Won — Team — converted to Team tier
Closed Lost — not converted (reason code required)
Disqualified — wrong fit (reason code required)

Required HubSpot fields per contact¶

First name, last name, email, phone
Title
Company name
Persona (Maya / Daniel / Sarah / James / Carmen / Other)
Geo (country, region, city)
Source (cold outbound / inbound / referral / paid social / event / other)
Lifecycle stage
Deal stage
Owner (agent name)
Last touch date
Next-action date

Required deal-level fields when closing¶

Tier (Pro / Team / Enterprise — escalated)
Annual contract value (USD)
Term (monthly / annual)
Discount applied (%)
Promo code used (if any)
Source of close (UTM-based)
Caller / agent who closed
Notes (anything notable for account management)

HubSpot data hygiene rules¶

Update lifecycle / deal stage within 24 hours of any state change
Log every touch (email sent, call made, LinkedIn message) using HubSpot's native logging
Never delete a contact — disqualify instead with reason code
Never duplicate a contact — if you find a duplicate, merge
Tag every contact with persona within 48 hours of first touch
Mark "Do not contact" immediately on any unsubscribe / opt-out request

Stripe — payment processing¶

Stripe handles: - One-time charges (annual prepay) - Subscription billing (monthly Pro / monthly Team / annual Team) - Refunds (within 14-day standard window — call center authority) - Payment links (generated for closing calls)

How to generate a payment link¶

In HubSpot, navigate to the deal
Use the "Generate Payment Link" action (HubSpot-Stripe integration)
Select tier (Pro / Team), term (monthly / annual), seat count (Team only), and promo code (if any)
Send the link to the customer
When payment processes, HubSpot deal auto-moves to "Closed Won"

Refunds — call center authority¶

14-day full refund: ✅ self-service in Stripe
Beyond 14 days: ⚠️ escalate to Amir
Pro-rated refund for technical defect: ✅ if defect is documented

What the call center CANNOT do in Stripe¶

Override pricing below standing tier prices (use HubSpot promo codes instead)
Issue credit beyond 1 month of subscription value without escalation
Modify the Stripe product catalog
Access banking / connected-account settings

App Store Connect — visibility¶

Read-only access for the call-center lead. Useful for: - Monitoring install counts by region (helpful for EU campaign measurement) - Reviewing App Store ratings and written reviews - Identifying app crashes or technical issues at scale (correlate with HubSpot tickets)

The call center does NOT publish App Store responses — that stays with Airwai. The call center can read but not respond.

Slack — real-time collaboration¶

The call center will be added to the following Airwai Slack channels: - #airwai-product — product team; for technical / bug escalations - #airwai-sales — sales team; for Rig opportunities and high-value deals - #customer-feedback — real-time customer-quote sharing - #ergis-call-center — dedicated channel for the call center + Amir

Slack norms: - Use threads for follow-ups (keep channels clean) - @mentions for action required; no @mention = informational - Tag tickets / HubSpot deals with their links when discussing them - Late-night messages get a response next business day; don't expect immediate

Shared Google Drive — marketing collateral¶

Read-only access to the Airwai marketing collateral library: - Demo videos (versioned with each app release) - Case studies (SBD / Esri; Wright-Patterson — once approved) - Brand assets (logos, color palette, font files) - One-pagers (Pro tier, Team tier, EU Accessibility Act, etc.) - Pre-approved sales decks

The call center can use these directly in customer-facing communication. Modifications require Airwai sign-off (brand compliance).

Reporting tools¶

For weekly + monthly reporting: - HubSpot Reports (built-in dashboards) - Google Sheets (for ad-hoc analysis) - Notion or Confluence (for narrative reporting summaries; if the call center prefers)

Airwai will publish a template for the weekly report — see reporting-cadence.md.

Onboarding sequence — getting the call center set up¶

Day	Action	Owner
Day 0	Engagement contract signed	Amir + Ergis lead
Day 1	HubSpot user provisioning + Slack access	Airwai admin (Amir)
Day 2	Stripe access + payment-link permissions	Airwai admin (Amir)
Day 3	App Store Connect read-only invite	Airwai admin (Amir)
Day 4	Google Drive shared folder access	Airwai admin (Amir)
Day 5	Kickoff call: walk-through of the care package + Q&A	Amir + call-center lead
Day 7	First HubSpot dry run: agent practices logging a fictional lead end-to-end	Call-center lead
Day 10	First outbound campaign live	Call-center agents

Data ownership and exit¶

All customer data created during the engagement is Airwai's property
The call center has access during the engagement; on termination, access is revoked
Customer relationships built during the engagement are Airwai-owned
Disengagement protocol: 30-day notice, clean handoff of pipeline + customer records, no poaching of customers post-engagement