Skip to main content

​
Departmental Scoping Overview

In BrokerOS, real estate client communications are not isolated to marketing broadcasts. Every operational department requires direct, real-time SMS messaging with prospects, clients, and channel partners while strictly honoring data governance boundaries. Rather than maintaining separate chat applications or permitting agents to use unmonitored personal phones, BrokerOS implements a Universal Engine with Role-Scoped Workspaces:
  • Pre-Sales: Communicates only with assigned early discovery leads (NEW, CONTACTED, INTERESTED) that have valid phone numbers.
  • Sales Executive: Takes over lead communication immediately upon site visit scheduling (SITE_VISIT_SCHEDULED, NEGOTIATION, BOOKING).
  • Post-Sales: Direct SMS engagement with confirmed buyers for documentation, home loans, milestone billing, and possession handover.
  • Sourcing Manager: Communicates strictly with assigned Channel Partner (CP) brokers regarding inventory availability, site visits, and commission settlements.
  • Closing Manager: Stationed on-site at sales galleries, managing walk-in leads and on-site negotiation prospects.
  • Finance: Oversees payment collections, demand notices, receipts, and CP commission disbursements.
  • Managers and Directors: Maintain team-wide oversight with interactive filters to inspect subordinate conversation velocity.

​
Architectural Workflow: Lead Handoff and Lifecycle Continuity

When a lead transitions across departments, such as from Pre-Sales to Sales Executive upon scheduling a site visit, the SMS thread history remains unified while active inbox routing shifts automatically.

​
Role Scoping Matrix

The backend enforces data isolation through sms-inbox.service.ts:
[!NOTE] All roles access the unified route /dashboard/inbox/sms. The page dynamically resolves department scope from the user authenticated session. Legacy role-specific URLs (such as /dashboard/sales-manager/sms) automatically redirect to /dashboard/inbox/sms.

​
Key Operational Features

​
1. Automated Executive Provisioning

When a manager assigns new leads or brokers to an executive, BrokerOS automatically provisions conversation records even if the contact has not sent an inbound text yet. The contact appears in the executive directory with a "New • Uncontacted" badge, allowing immediate outbound engagement.

​
2. Clean Outbound Delivery

Outbound text messages sent to property buyers are dispatched cleanly without artificial agent signature prefixes. Internal CRM attribution is recorded in message audit logs with senderName and senderType: agent.

​
3. Contact Qualification Enforcement

Operational SMS inboxes enforce contact phone qualification. Contacts without a telephone number are omitted from directory lists. In the CRM profile header toolbars, the SMS button is automatically disabled with the tooltip "No phone number available".

​
4. Default Operational Gateway Configuration

System administrators configure a single default SMS gateway for operational messaging in the Admin Workspace:
  • Navigation: Dashboard -> Admin -> Settings -> SMS
  • Providers: Twilio, AWS SNS, Sinch, Gupshup, Infobip, Vonage, Telnyx, Plivo, Bird
  • Feature: 1-click active default switching with visual badge indicator

​
5. Deep-Linking from CRM Profiles

In both the Lead Profile and Broker Profile headers, clicking the SMS action navigates directly to the current department SMS inbox:
  • /dashboard/pre-sales/sms?leadId=[id]
  • /dashboard/sales-executive/sms?leadId=[id]
  • /dashboard/sourcing-manager/sms?brokerId=[id]