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WFDASH-WEBAPP/docs/sops/quote-operator.md

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Quote Operator — Quickstart

One-line job: turn customer requests into priced quotes, fast.

What you do

A customer wants something. We need to tell them "yes, we can supply it, and here's the price". You:

  • Pick up new quotes that come in by email or phone.
  • Find the right price (from the catalogue, an AI suggestion, or a supplier list).
  • Get the quote approved.
  • Send it to the customer.
  • Follow up if they don't reply.

Your day

Time What to do
08:30 Open /quotes?tab=new. Anything new from overnight? Pick it up.
09:00 Open /sprint. Claim 2-3 items you can price fast. (30-min timer per item.)
10:00, 13:00, 16:00 Same as 09:00. Keep the sprint queue small.
12:00 Lunch.
17:00 Set follow_up_due on every quote you sent today (5 working days from now).

Three times a day, glance at /dashboard — is the "Quote Pipeline" doughnut getting stuck in new or claim? If yes, the queue is backing up. Pick up more.

How to do the common stuff

1. Price a line item (the most common task — you'll do this 50× a day)

  1. Open the line.
  2. Is there a matched catalogue row (look for the catalogue panel on the line)? Use its price. Set pricing_source: "catalogue".
  3. Not matched? Search /pricelist by description or SKU. If you find it, copy the price across. Set pricing_source: "catalogue".
  4. Still nothing? Look at recent supplier lists in /pricelist (the "Raw Uploads" tab). If the supplier is one we work with, use their price. Set pricing_source: "manual".
  5. Cannot find a price anywhere → flag the line for the supervisor. Don't guess.

2. Send a quote (once everything is priced)

  1. Click Submit for Approval. Status → approval_pending.
  2. Wait for the supervisor. (You'll see it move off the queue.)
  3. Approved? Click Send Email.
  4. Check the recipient. Add the customer rep to CC if you know them.
  5. The PDF is already attached. Hit Send.
  6. Set follow_up_due to today + 5 working days. Don't forget.

3. Follow up on a sent quote

  1. Open the quote. Is there a reply logged? (Green chip on the row.)
  2. No reply? Phone the customer first — faster than email.
  3. Log the call in the quote's notes.
  4. Set a new follow_up_due date. Try again in 5 working days.

4. Inbound email quote (the common one)

  1. n8n already created the quote in /quotes?tab=new. Open it.
  2. Check: right customer? right company/letterhead? items look right?
  3. Items with pricing_source: "ai" are pre-priced — verify, save.
  4. Items with no price landed in /sprint — go price them.

Don'ts — the 3 things you must never do

  1. Never send a quote with a line that has selling_price = 0. The system will refuse the send. If you can't price a line, ask the supervisor.
  2. Never override an AI price without checking the catalogue. The AI is right ~85% of the time. If you change it, write a pricing_notes line saying why (e.g. "catalogue price used, AI was 12% low").
  3. Never leave a sprint claim to expire with no work. Save what you have (even partial), or release the claim by walking away. Don't ghost your own claims.

When to ask the supervisor (the 4 most common situations)

  • AI price is way off (more than 10% from catalogue). Use the catalogue price and log the why. Don't agonise.
  • Customer wants a discount. < 5% — apply it, log the reason. 5-15% — apply it, flag the approver in the quote notes.

    15% — don't apply; tell the customer it's above your authority.

  • Email send failed. Click Retry once. If it fails again, check the address (typo? bounced?). If still failing, escalate.
  • Customer is unknown / wrong. The quote landed on "Unknown Sender". Don't price it. Hand to the supervisor to create the customer first.

How you're measured (the 2 numbers that matter)

  1. Time to first touch on a new quote — target: < 2 hours during business hours. (How fast did you pick it up?)
  2. Win rate — target: > 30% of quotes you send become orders. (Out of every 10 quotes you sent, how many got accepted?)

The supervisor pulls these for you every Monday. If either is red for 2+ weeks, you'll get a 1-on-1.

Who to ask

  • Anything about a specific quote, a customer, a price → supervisor.
  • Anything broken in the system (button missing, error message, weird data) → supervisor, who'll loop in the dev if needed.
  • Anything you're not sure about → supervisor. Better to ask than guess.