The customer journey

Follow one customer through Setaflow, from her first WhatsApp message to her AMC renewal, and see which screen handles each step.

This page follows one customer through Setaflow. Mrs. Lakshmi Narayanan wants a 5 kW rooftop solar system from Suriya Solar. At each step you’ll see what Setaflow does on its own, what your team does, and where to look.

Step 1: An enquiry comes in

Mrs. Lakshmi sends a WhatsApp message: “Hi, I need solar for my home.”

Setaflow saves her as a lead, with WhatsApp as the source. If her phone number already belongs to a contact, the lead is linked to that contact instead of making a second one.
The reply clock starts. If nobody from your team replies within your alert time, the owner gets a New lead not contacted alert.
She shows on Today under Not contacted yet, and on Lead sources.

Enquiries also arrive from Meta lead ads, IndiaMART, Justdial and your website, or your team adds them with New lead.

Step 2: The check questions sort real buyers

Within minutes, Setaflow asks Mrs. Lakshmi up to three short questions on WhatsApp, with buttons to tap. For a solar business, for example:

What is your roof type? (RCC flat / Sloped or tiled / Metal sheet)
Roughly what is your monthly electricity bill?
When are you planning to install? (This month / Within 3 months / Just checking)

Each answer sends the next question. When she’s done, the enquiry is marked:

Check result	What it means
Pending	Still answering the questions
Real	No answer marked her as junk
Junk	An answer you marked as junk, such as Just checking
No reply	She stopped answering for 2 hours (you can change the wait)

When auto-convert is on, a Real lead becomes a contact on its own, gets a record, and the record moves to its Checked stage. Staff can always use Convert to contact by hand.

Set the questions in Check questions. Leads still answering show on Today under Check pending.

Step 3: A site visit is booked

Your salesperson books a visit from the Calendar with Book appointment, and picks her record. If your record type is set to move when A visit is booked, her record moves to Visit booked on its own. When the visit is marked Done, it can move to Visited.

The record’s Stage card shows where she is. Done stages have a tick, and a lock marks a stage that needs the advance first.

The Stage card of an enquiry, with the locked Advance paid stage outlined

Step 4: The quote goes out with the advance

After the visit, your team builds the quote in Quotes with New quote and links it to her record. Then, from the record’s Money card, they click Send with advance.

The Money card on a record, with Send with advance outlined

Send with advance sends one WhatsApp message with the quote PDF, the advance amount, and two buttons: Approve quote and Need changes. With Razorpay connected it carries a payment link; otherwise your UPI or bank details. The advance is 30% unless your stage settings say otherwise, and you can change it in the dialog.

The Send with advance dialog, with the advance percent and amount

If Mrs. Lakshmi goes quiet, Setaflow nudges her for you:

Day	What happens
Day 0	Quote sent
Day 2	First nudge
Day 5	Second nudge
Day 9	Last nudge, then it stops (all nudges sent)

Nudges stop early as soon as she writes anything, approves or rejects the quote, the quote expires, the advance is confirmed, or someone clicks Stop nudges. If she taps Need changes, your team gets a note to call her and revise the quote.

Step 5: The advance is paid and confirmed

Razorpay link: marked paid on its own.
UPI, cash, cheque or bank transfer: the payment waits in Advances to confirm. If she replies with the UTR or a screenshot, Setaflow attaches it. The Owner or an Admin checks the bank and clicks Confirm.

Advances to confirm, with the Confirm button outlined

Confirming opens the locked stage, moves her record to Advance paid, and stops the quote’s nudges.

Step 6: The payment plan takes over

The rest of the price is split by a payment plan, for example Solar 30 / 60 / 10. Apply it from the record’s Money card with Apply plan. The paid advance counts towards the first part.

Each line falls due on its own: on apply, after some days, or when the record reaches a stage, such as Installed.
When a line falls due, Mrs. Lakshmi gets a payment message. Reminders follow 3, 7 and 15 days later.
A line past its due date plus the plan’s grace days (7 by default) shows in Overdue with the record owner’s name.

See Invoices and dues and Payment plans.

Step 7: Installation goes to the technician

Your team creates the installation job in Field jobs and assigns a technician. Some stages create a job on their own, for example Send the quote after Visited.

The Field jobs board

The technician gets the job on his own WhatsApp, with Done and Can’t do buttons. He has no login. He replies DONE (or finished, ho gaya, mudinjiduchu…) and sends photos, which attach to the job.

Step 8: Handover starts the AMC

When her record reaches Handed over, the stage’s Start a contract step creates her AMC contract on your contract plan (for solar, 4 visits a year, 90 days apart) and can send her a welcome message.

The contract plans every visit for the term and creates one field job per visit. Visit jobs start Unassigned; when you click Assign technician, he gets it on WhatsApp.

An AMC contract with its term and planned service visits

Step 9: Each visit closes with a certificate

A visit closes when the technician replies DONE after sending the required photos, or when the office clicks Log as done on the contract.

Setaflow then issues a service certificate (number SC- and six digits) and sends it to Mrs. Lakshmi on WhatsApp, with the work done, photos and the next visit date. Find them all in Certificates.

Step 10: A breakdown complaint comes in

Months later, the inverter trips. Your team raises it in Complaints with New complaint, or with Raise complaint from her chat in the Inbox.

Setaflow checks her contract and marks the complaint Covered by AMC or Chargeable.
A response clock starts (30 minutes by default).
Assign technician creates the breakdown job and sends it to him on WhatsApp.
Close complaint records what was done and can send her a closing message.

If you switch on Raise from WhatsApp in Task types, an AMC customer can also raise a complaint by tapping Report a problem or sending a trigger word.

Step 11: The renewal

Before her contract ends, Setaflow starts the renewal by itself:

When	What happens
60 days before	A renewal quote and payment request are created, and the first reminder goes out with the quote
30 days before	Second reminder
7 days before	Last reminder
Renewal paid	The next term starts and next year’s visits are planned

The contract shows on Today under Renewals due in 30 days. If she pays outside Setaflow, open the contract and click Renew. See Contracts.

Every Monday: the Monday review

Every Monday at 9:00 am, the owner gets the week’s review on WhatsApp, by email and in the app. It lists enquiries never answered, quotes open 7+ days, visits with no advance, dues over 30 days, renewals coming up and advance-lock overrides, each with a name and a date. Open it any time from Review › Monday review.

See Monday review.

Quick reference

#	Step	Desk	Main screen
1	Enquiry comes in	Lead	Lead sources
2	Check questions	Lead	Records
3	Site visit	Lead	Calendar
4	Quote with advance	Money	Quotes
5	Advance confirmed	Money	Advances to confirm
6	Payment plan	Money	Invoices and dues
7	Installation	Service	Field jobs
8	Handover starts the AMC	Service	Contracts
9	Visit and certificate	Service	Certificates
10	Complaint	Service	Complaints
11	Renewal	Service	Contracts
12	Monday review	All	Monday review

Good to know

WhatsApp templates must be approved by Meta. Nudges, reminders and renewal messages outside the 24-hour chat window use approved templates. If a template isn’t approved, that message is skipped.
Stage moves are set per record type. Which events move a record (visit booked, quote sent, advance paid…) is chosen in Record types and stages.
Your words may differ. Your records might be called Jobs or Projects instead of Enquiries.

What’s next?

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