Digital CRM Module
Digital CRM in BigLedger is five applets that share one customer master and nothing else. The Unified Contact Center is the desk where messages arriving on WhatsApp, Telegram, SMS, Facebook Messenger, e-mail, voice, web chat, Instagram, LINE and the Lazada and Shopee marketplace chats become tasks that a rule engine routes to a team or an agent. Sales Force Automation is the lead register — leads, the organisations behind them, the projects, sources, stages, types and ratings you define for them, and the deals a lead is converted into. The Engagement Applet is a client-file register for an audit, assurance or tax practice — one record per client engagement with its fiscal year ends and staff roles — and the Event Management Applet keeps calendars, events and their participants, with an expense report read from the staff claims tagged to each event. The Bot Applet builds the menu-based chatbot the contact centre answers with, and it is the applet most readers do not know is here: on a channel endpoint with a bot linked, the bot answers first and the task is created only when its flow hands the conversation to a person. On an endpoint with no bot, the first message of each new conversation session creates the task itself.
Applets in this module
Membership is an editorial judgement — the product has no module↔applet relationship in its data. Five applets are documented under this module; a few more are filed under it without a page yet (see Registry rows that are not documented here).
| Applet | What it records |
|---|---|
| Unified Contact Center | Every inbound message as a conversation, every piece of work as a task, routed by queues, rules and actions to teams (shared with the platform) and agents (a contact-centre role on a login). The agent works beside the customer’s CRM contact, can share an item, open a shopping cart and request an e-invoice from inside the conversation. Dashboard, four reports, broadcasts |
| Sales Force Automation | Leads (each with a created event), the deals they are converted into (entirely in the browser — the backend has no lead conversion), the registers that classify both — projects and, under each project, sources, stages, types and ratings — a dashboard, qualification questionnaires, and a CSV lead import that can raise a contact-centre outbound task per row. The organisation a lead names is a CRM organisation. The build a tenant is served is a 2022 one — see the applet page before planning around any screen |
| Engagement Applet | One engagement per client file: the customer entity, the company and branch that bill it, the staff holding each engagement role, and — for clients tracked by financial year — one fiscal-year-end record per year. Engagement categories. Normally bulk-loaded through the ETL endpoints; the form’s code and name fields are read-only |
| Event Management Applet | Calendars and their members, events with a person in charge, participants, linked companies and agenda attachments (its own calendar records), shown as a month/week calendar and as listings. Its Event Expense Report reads staff claim lines that carry the event’s GUID; the applet never writes a claim |
| Bot Applet | The menu-based chatbot the contact centre’s channels answer with: bots, the conversation flows they run, the elements in a flow and the sequence with conditions that joins them, and the skills a bot carries (alg_bot_*). It matters beyond self-service, because on an endpoint with a bot linked, the bot flow is what creates the contact-centre task — a flow element hands the conversation to a person, and until it does, nothing is routed. An endpoint with no bot makes a task from the first message of each new session |
Supporting applets, owned by other modules and used here
| Applet | Owner | Why Digital CRM needs it |
|---|---|---|
| Customer Maintenance and Entity | Core | The customer and entity records a contact-centre contact is merged with and that an engagement is raised for. A lead’s organisation is not one of them: it is a row of the CRM organisation register, kept separately, so when a lead becomes a customer you create the customer here by hand (Sales Force Automation). Credit terms, limits and the OK / BLACKLISTED credit status live here — not in any CRM applet |
| Employee Maintenance | Core | Engagement roles, fiscal-year-end staff and an event’s PIC (person in charge) are employee records. Event participants and calendar members are not: they are logins on your tenant, found by login e-mail (Event Management) |
| Organisation Applet | Core | The company and branch on an engagement; the required Company on an event |
| Doc Item Maintenance | Core | The items the contact-centre Product panel browses and shares with a customer |
| Shopping Cart | E-Commerce | The cart an agent opens for a customer from inside a conversation — the document, and any posting, belong there |
| MyInvois Admin | E-Invoice | The e-invoice the contact-centre E-Invoice panel requests and the validation status it shows |
| Membership Admin | Membership | One of the four records a contact can be merged with |
| Stock Reservation Applet | Inventory | Not a dependency by design: the newer sales-force build’s Organization menu is a copy of this applet’s screens and writes its tables. Listed so that a reader who finds stock reservations under a CRM menu knows where they are documented |
| Debtor Report, Debtor and Creditor Report | Financial Accounting | Outstanding documents, ageing and statements for the customers the CRM applets talk to |
What posts to the ledger, and what moves stock
Nothing in this module does either. There is no document type for a conversation, task, lead, deal, engagement, calendar or event, and journal posting has no rule for any of them. Each of these applets writes master data and links — conversations, tasks, leads, engagements, events — and hands commerce to the applets that own documents: the shopping cart, the sales quotation, order and invoice in Sales, and the e-invoice applets. When a customer buys something that started as a WhatsApp message, the sale, the stock movement and the journal are all recorded outside Digital CRM.
Credit control is not here either
The one customer-facing control that reads like CRM — refusing business to a customer who owes too
much — lives in Core, and it is two pieces: a stored status and a batch sweep that sets it.
The status is the Credit Limit Status / Credit Term Status pair on
Customer Maintenance; finalising a cash bill,
sales invoice, sales order or outbound delivery order for a customer marked BLACKLISTED is refused,
and the check reads the stored status, never a live balance. The sweep —
Blacklist Overdue Customer in the Scheduler applet’s
processor picker — first clears every BLACKLISTED value
in the tenant, hand-set ones included, then blacklists customers whose outstanding balance in a
company is over their limit, or whose documents are older than their company-level credit term.
It is not a default clock: unless somebody has scheduled it on your tenant, the status changes only
when a person sets it by hand. No CRM applet reads or writes it.
What the module has no engine for
Written down because the previous version of this page, and most descriptions of a “digital CRM”, assume them:
- No AI customer analytics. Nothing in the product computes churn risk, sentiment, RFM segments, lifetime value or recommendations. The AI Customer Analytics page this module used to list described something that does not exist; it is unpublished.
- No drip or journey campaigns in these applets. The Engagement Applet is an audit-practice
client register, not a marketing tool, and the only outbound bulk send the contact centre offers is
its Broadcast screen — one message, one channel, one audience, once.
BigLedger does hold a campaign engine, and it is a separate applet. Digital Marketing
(
DGMKT) carries marketing projects, uploaded contact segments, schedules, campaigns, recurring campaigns, an unsubscribed-numbers list and a sales-tracking report, driven by five registered job processors that queue one message per recipient and hand each to a contact-centre endpoint — WhatsApp Business or e-mail broadcast, and no other channel — no other channel is wired. Two limits matter before you plan around it: a segment is the list of contacts you load into it, not a rule the product evaluates — segment conditions can be stored, but the one service that reads them never actually reads a condition, and the campaign run sends to the segment’s loaded lines only — and a campaign is one message to one list at one moment, with no journey, drip, branch or A/B split anywhere in the applet. If you are deciding whether BigLedger can run a campaign, ask about that applet rather than reading an absence here. - No ticket SLA, first-response timer or CSAT score. The contact centre’s dashboard counts conversations, messages and sessions; its Task and Agent reports carry durations and task counts. Nothing computes a response-time target or a satisfaction score.
- No event registration pages, ticketing, QR check-in or surveys. An event is a calendar entry with participants and attachments. Creating or changing one sends no e-mail, SMS or push — the event notification queue has a validator and an API, but no job processor reads it.
- No customer 360 view outside the contact centre. The conversation side-panels (CRM contact, cart, transaction history, e-invoice) exist only in the Unified Contact Center.
Registry rows that are not documented here
These registry rows sit beside the module without a page of their own:
- Inquiry, Inquiry Management and Newsletter Management are not part of the product line documented here; if you need a pre-sales inquiry document, that is Sales Inquiry (Internal) in Sales.
- Contact Maintenance (
ContactMaintenanceApplet) has no page yet. - Digital Marketing (
DGMKT) is the campaign engine described above. It has no page in this wiki yet. - Unified Contact Center Java (
UnifiedContactCenterJava) is a second entry beside the contact-centre applet. Which of the two your tenant is served is a question for your BigLedger contact. - Customer Profile (
customerprofileapplet) is a customer-specific build and is not documented as product.