EngageSuite360 › Platform

One record: the CRM, your communications and your agents

EngageSuite360 is three layers on one record. The CRM is built for your industry, with Ask CRM and your industry agent inside it. Communications (your calls, texts and email) land on the same record. AI agents do named jobs in those records, starting with the communications, so your people stay with the customer in front of them.

1. The CRM

Pick one of 27 industries and the pipeline, record names and fields are set up when you sign in. Contacts, companies, deals, tasks, calendar, documents and reports, with Ask CRM on your own records and workflows the assistant drafts for you to publish. See every template.

2. Communications

Calls, texts and email sit beside the CRM, on the same records. Just need this part? Every Front Desk plan from The Front Desk Company includes ES360 Core for 5 users, with phone numbers and texting. Talk to us to upgrade a seat to Pro or Business. See The Front Desk Company.

3. Agents

Industry agents take one job each, start with the communications that job needs, then do the data work, and write every action to the same records. They earn autonomy step by step: off, then suggest, then draft, then act on their own where you allow it.

Dashboards

One stat book under all three layers

The CRM, the communications and the agents write to the same records, so one catalogue of stats reads them all. Every board shows a number with its formula and sources one click away, and every stat that is not computed yet says so instead of guessing.

CEO / owner

CEO Revenue Cockpit

Bookings against expected revenue, what is at risk, and how much pipeline covers the next quarter.

  • xREVExpected revenue (xREV)Derive
  • WPA$Win probability addedDerive
  • COV90Pipeline coverage · next 90 daysLive
  • RARRevenue at riskLive
Traced to its query
xREV Expected revenue (xREV)

What the open book should close for, each deal at a probability adjusted down for its open risk signals.

Formula
SUM(value × p_adj) WHERE p_adj = deal-probability.ts basis adjusted down for active crm_signals (stalled_stage, going_quiet); finishing = BKW − xREV
Sources
crm_dealscrm_signalsservices/crm/deal-probability.ts
League stat
Expected goals (xG)
Window
the page’s own range
Note
Needs a calibrated adjustment table (signal kind → probability haircut); every input exists. Until then the tile shows "—" and xDUE carries the unadjusted figure.
WPA$ Win probability added

How much deal value each kind of play moved toward closing — the change in win probability times the deal's value, credited to the touch that preceded the move.

Formula
For each deal, Δprobability between crm_event_log diffs / crm_deal_stage_events × value, attributed to the actor (agent_id / user_id) or the nearest preceding communication or call
Sources
crm_event_logcrm_deal_stage_eventscommunicationsvoice_call_logs
League stat
Win probability added (WPA)
Window
the page’s own range
Note
crm_deal_stage_events snapshots deal_value, not probability; the play-by-play shows the real moves and their value, the WPA bars stay empty until a probability snapshot is recorded per move. Dollar-weighted — the Sales board's WPA (reports.sales_wpa) is in probability points.
COV90 Pipeline coverage · next 90 days

How many times over the open pipeline due in the next ninety days covers what is still needed to hit this quarter's revenue goal.

Formula
SUM(d.value) FROM crm_deals d WHERE open AND d.expected_close_date BETWEEN today AND today + 90 days ÷ NULLIF(SUM(sales_goals.target WHERE metric = 'revenue_won' AND period = 'quarter' AND the current quarter AND archived_at IS NULL) − won value closed this quarter, 0)
Sources
crm_deals.valuecrm_deals.expected_close_datesales_goals.targetGET /api/v1/crm/boards/ceo?weeks=12 → coverage
League stat
Magic number
Window
last 90 days
Note
null when no quarterly revenue goal is set (Setup ▸ Goals), when the goal is already met, or before migration 478. The gauge marks 3.0× as the target. Different rule from reports.coverage (pipeline ÷ weighted forecast).
RAR Revenue at risk

Open deal value that carries an unresolved risk signal — going quiet, stalled in its stage, or a reply nobody followed up.

Formula
SUM(d.value) FROM crm_deals d WHERE open AND EXISTS (SELECT 1 FROM crm_signals s WHERE s.entity = 'deals' AND s.record_id = d.id AND s.resolved_at IS NULL AND s.kind IN ('going_quiet', 'stalled_stage', 'replied_no_task'))
Sources
crm_deals.valuecrm_signals (kind, resolved_at)GET /api/v1/crm/boards/ceo?weeks=12 → risk.total / risk.deals
League stat
Injury report
Window
today
Note
null (not 0) before migration 444 (crm_signals absent). The treemap colours each deal by days to its expected close.
Sales

Sales Locker Room

Rep player cards, the touches that move a deal, and how fast the pipeline is moving.

  • DWARDeal wins above replacementLive
  • WPAWin probability added per touchLive
  • PVIPipeline velocity indexLive
  • WIN90Win rate · 90 daysLive
Traced to its query
DWAR Deal wins above replacement

Won value a rep produced above what a median rep would have won from the same closed opportunities.

Formula
per rep, deals closed in 90d: SUM(won value) − SUM(closed value) × replacement win rate; replacement = MEDIAN(win rate) over reps with ≥ 3 closed deals (team win rate when fewer than 2 qualify). The tile is the top rep.
Sources
crm_dealsGET /api/v1/crm/boards/sales
League stat
Wins above replacement (WAR)
Window
last 90 days
Note
Opportunity = a deal closed (won or lost) in the window; stage-entry and pipeline mix are not adjusted yet. Agents are rated beside people.
WPA Win probability added per touch

How many probability points a deal gained, on average, after a touch of each kind — the best touch type is the tile.

Formula
AVG(diff.probability.to − diff.probability.from) over crm_event_log deal updates in 90d (not the close itself), each credited to the latest email / call / SMS / meeting on the deal's contact in the 48 h before it; GROUP BY touch type; tile = MAX over types with ≥ 3 changes
Sources
crm_event_logcrm_activities_vcrm_dealsGET /api/v1/crm/boards/sales
League stat
Win probability added (WPA)
Window
last 90 days
Note
A heuristic, labelled as one: the nearest prior touch gets the whole change. Probability moves with no touch in 48 h are not credited. Points, not percent.
PVI Pipeline velocity index

Today's pipeline velocity against the average of the last twelve months, where 100 is the average.

Formula
100 × PVI$/day now ÷ MEAN(PVI$/day at each of the last 11 month-ends and now)
Sources
crm_dealsGET /api/v1/crm/boards/sales
League stat
Offensive efficiency rating
Window
the page’s own range
Note
Each month-end point rebuilds the open book at that date (created before it, not closed by it) and the trailing-90-day win rate, deal size and cycle. Needs the board route; the fallback page shows "—".
WIN90 Win rate · 90 days

Of the deals closed in the last 90 days, the share that were won.

Formula
100 × won ÷ (won + lost), closed by coalesce(closed_at, updated_at) in 90d
Sources
crm_dealsGET /api/v1/crm/analytics?days=90 → opportunities.winRate
League stat
Win percentage
Window
last 90 days
Support

Support SLA Command

Breach pressure before the SLA clock runs out, first response, and customer health.

  • BRPXBreach pressure (≥ 80 % of the SLA clock)Live
  • PASTPast SLA · openLive
  • FRTMFirst response timeLive
  • CHICustomer Health IndexDerive
Traced to its query
BRPX Breach pressure (≥ 80 % of the SLA clock)

The share of open tickets that have used at least 80 % of their SLA clock — the towers on the skyline.

Formula
ROUND(100 × COUNT(open tickets WITH clock used >= 0.8) / COUNT(open tickets WITH an SLA clock)); clock used = (target minutes − business minutes to due) / target minutes, earliest unmet target
Sources
crm_tickets.sla_stateticket_sla_policiestenant_business_hoursGET /api/v1/crm/boards/support → skyline
League stat
Expected goals against (xGA)
Window
today
Note
The canvas's logistic breach model (owner load, category rate, hour of week) is not fitted yet; this is the measured share past the 80 % mark. Tickets with no SLA policy are counted as open but not in the share.
PAST Past SLA · open

Open tickets whose SLA clock has already run out.

Formula
COUNT(*) FROM crm_tickets tk WHERE tk.closed_at IS NULL AND tk.sla_status = 'breached' AND <visibility(tk)> — the Tickets list ?view=breached&status=open
Sources
crm_tickets.sla_statusGET /api/v1/crm/boards/support → totals.pastSla
League stat
Goals conceded
Window
today
FRTM First response time

How long a customer waited for the first reply — the middle ticket of the last 30 days, in business minutes.

Formula
MEDIAN(sla_state.elapsed.firstResponseMinutes) over tickets WHERE first_response_at >= now() − 30 days — business minutes on the ticket's SLA schedule, stamped by the SLA engine
Sources
crm_tickets.first_response_atcrm_tickets.sla_state.elapsedGET /api/v1/crm/boards/support → frt
League stat
Reaction time
Window
last 30 days
Note
Tickets answered before the H4.5 elapsed stamp existed carry no measure and are left out (n is shown in the hint).
CHI Customer Health Index

A 0–100 index of each account's satisfaction, support friction, recency, risk and deal trend.

Formula
100 × (0.25 NPS/CSAT + 0.2 (1 − tickets & breaches) + 0.2 recency + 0.2 (1 − risk) + 0.15 deal trend) — planned
Sources
survey_responsescrm_ticketscommunicationscrm_signalscrm_deals
League stat
Power ranking
Window
last 30 days
Note
No composite exists yet, so the tile shows "—". The power ranking below ranks accounts by the support-friction leg (support.friction).
All 9 dashboards

What an agent looks like in practice

Each industry has its own agents, named for the job they do. A few examples:

Every agent reads and writes the same records your team uses, so nothing moves between systems and a person can always pick up where the agent left off.

One customer, start to finish

Here is how the three layers work on a single inquiry. A new customer calls while your team is busy. The front desk answers in your business's name, asks what they need and books the next step. The call, the reason and the appointment land on a new contact record in the CRM. An agent sends the confirmation, follows up if the customer goes quiet, and moves the deal to the right stage in your industry's pipeline. When someone on your team opens the record, the whole history is there, and they pick up the conversation without asking the customer to repeat anything.

What it costs

Pro $59 or Business $119 per user a month, 3-user minimum; billed annually, 2 months free. Charged today when you sign up; monthly, cancel any time, no refunds. Pro includes the CRM, Ask CRM, your industry agent and workflows; Business adds teams and permissions, tickets, quotes, sequences and custom objects. The AI front desk and other agents are added separately, when you want the phone, texts and email answered or a whole job taken off your team.

Who makes it

EngageSuite360 is made by Blue Heron Companies in Largo, Florida. The same company makes AgentWorks Studio, AI agents for 27 industries, and The Front Desk Company, an AI receptionist for your industry. Agents from either one record their work in EngageSuite360, so the CRM is where every call, message and update from those products ends up.

The Client Portal, Accounting and Operations

EngageSuite360 is the CRM plus the rest of your business on the same records. Start with the CRM. Add the Client Portal, Accounting and Operations when you need them. Each is priced per workspace a month; there is no online checkout or trial for them yet, so talk to us to add it.

Client Portal · Give Your Customers a Front Door

Fewer 'Any Update?' Calls: A Customer Portal With Your Name On It

Give customers one place to raise an issue and see its status, share files, read your replies and ask your assistant. No passwords: they sign in with an emailed link.

'Any update?' callsCustomers call all day to ask where things stand.The Client Portal: customers raise a request and see its status, read your messages and share files, at app.engagesuite360.com/portal.

What it does today

$29 a month on Pro; included on Business. Or in Pro Complete ($179 a month). Talk to us to add it

Accounting · Get Paid Faster

Get Paid Faster: Your Books Inside Your CRM

Quotes in one app, invoices in another, the bank in a shoebox. Invoice from a quote, record payments, approve bills and read your P&L, with a real double-entry ledger behind it.

Books in another appThe quote's in one app, the invoice in QuickBooks, and we retype everything.Accounting: quote to invoice to ledger inside the CRM, without retyping.
Slow payersI know roughly who owes us. Roughly.Receivables aging, statements, and invoices your customers can see in the portal.
Bills with no approvalSome bills get paid twice, some late, and nobody remembers who said yes.Bill approvals by dollar amount, and payables aging.
Month-end dreadClosing the month takes a weekend, so we don't.Bank statement file import, rules, reconciliation and period close. Closed months stay closed.

What it does today

$99 a month per workspace, on Pro or Business. Or in Pro Complete ($179 a month) or Business Complete ($149 a month). Talk to us to add it

Operations · Run the Field Without the Whiteboard

Jobs, Crews, Time and Parts, on One Screen With Your Customers

Who's where, what's done, what's unbilled, what's on the truck. Dispatch a visit, finish it with photos and the customer's signature, and turn approved time into an invoice.

Jobs on a whiteboardWho's where, what's done, what's unbilled? Ask three people.Operations: jobs, drag-and-drop dispatch, time to invoice and stock, on the same records as the CRM.
Unbilled hoursTimesheets sit for a week and some hours never get billed.Timesheets with approval; approved time becomes an invoice.
Parts runsThe part's never on the truck.Stock by shop and truck; reorder alerts draft purchase orders.
Disputed workThe customer says we never finished.Visits finished with photos and the customer's signature.

What it does today

$99 a month per workspace, on Pro or Business. Or in Pro Complete ($179 a month) or Business Complete ($149 a month). Talk to us to add it

Start with the CRM

The CRM is complete on its own. Modules, communications and agents are added when you choose.

Choose my plan Have us set it up Run your whole team on it