# Business Sales in Practice: Customer Support & CRM Coordination Assistant > **Use case**: Leads come from scattered sources, sales follow-ups fall through the cracks, and customer service and sales are out of sync. This guide streamlines the "inquiry → record → follow-up → close/archive" flow. Start by getting Claw to reliably handle "auto-archiving + key reminders", then leave room to expand. ## 1. What You Will Get Once set up, you'll have a transparent, trackable sales loop: - New leads are automatically classified, tagged, and assigned to an owner - CRM auto-creates records or merges duplicate leads - Every interaction automatically generates a follow-up reminder (with owner and deadline) - Overdue tasks are automatically escalated and pushed to Feishu ## 2. Copy This Prompt to Claw First ```text Please help me build a "Customer Support & CRM Follow-up" workflow: when a new lead arrives, first extract name/company/budget/source, check the CRM for duplicates — if found, merge and append a conversation summary; if not, create a new lead with owner and next deadline filled in. Assign an intent level of A/B/C. Send an overdue reminder every day at 09:00. Output should include [Lead Summary / CRM Status / Next Action]. ``` If you want to try an email-based lead capture version first, just add: "For email leads, use agentmail to capture the subject and body first." ## 3. Which Skills Are Needed Here's what each Skill does: - `skill-vetter` Link: Purpose: Safety check before installation. - `hubspot` Links: , , Purpose: Create records, query fields, write back status. - `agentmail` Link: Purpose: Capture email leads, generate reply drafts. - `feishu-doc` Links: , Purpose: Save follow-up records, weekly reports, and retrospective documents. Installation commands: ```bash clawhub install skill-vetter clawhub install hubspot clawhub install agentmail clawhub install feishu-doc ``` | Skill | Purpose | | --- | --- | | `skill-vetter` | Safety check before installation | | `hubspot` (or whichever CRM skill you use) | Create records, write back status, query fields | | `agentmail` | Capture leads from email / send auto-reply drafts | | `feishu-doc` | Weekly follow-up reports, collaboration records, retrospective docs | `feishu-cron-reminder` and similar scheduled-reminder skills don't have a confirmed slug yet. The recommended approach is to write it as "`openclaw cron` + Feishu send script" or let Claw build a reminder skill for you in Section 6. ## 4. What You'll See Once It's Working ```text [Lead Summary] Customer: Zhang San / ABC Robotics Budget: 100,000–200,000 Source: Website form Intent level: A [CRM Status] No duplicate found. Lead-2026-0318-07 created. Owner: Li Si Stage: First follow-up [Next Action] 1) Complete initial phone call before 16:00 today 2) Send proposal email draft tomorrow at 10:00 and sync to agentmail for confirmation Note: Phone number is a weak match with an older lead — please verify manually ``` As long as Claw outputs "Summary + Status + Action", the prompt and skill chain are working. ## 5. How to Configure It Step by Step ### Workflow Architecture ```mermaid flowchart TB A["Lead sources: website / IM / email"] --> B["OpenClaw extracts fields"] B --> C["CRM deduplication / record creation"] C --> D["Auto-tagging + owner assignment"] D --> E["Generate follow-up reminder + escalate overdue"] E --> F["Output summary + push to Feishu"] ``` ### Configuration Steps 1. Standardize fields: source, intent level, budget, owner, next action. 2. Lock the prompt into three sections: "Summary / CRM Status / Next Action". 3. Use `agentmail` to capture email leads and output "needs reply + draft". 4. Set overdue handling: e.g., auto-flag red after 2 hours overdue, push incomplete list every day at 09:00. 5. Let `feishu-doc` automatically accumulate weekly reports (fields + conversation summaries). ## 6. If There's No Ready-Made Skill, Have Claw Build One If this is your first time doing this, send the following message to Claw directly and let it scaffold a minimal skill first: ```text Please generate a minimal viable skill for "customer lead archiving, follow-up reminders, and CRM write-back". The first version only needs to parse input, check for duplicates, create or update a lead, and output a structured summary. ``` If it can already produce a directory structure and script draft following this approach, just refer to the minimal skeleton below: ```text revops-followup/ ├── SKILL.md └── scripts/ └── main.py ``` The minimal `SKILL.md` can look like this: ```md --- name: revops-followup description: Customer lead archiving, follow-up reminders, CRM write-back --- # RevOps Followup Use case: used when the user needs to organize leads, update status, and handle overdue reminders. ``` The first version of `scripts/main.py` should implement 4 things: parse input, query CRM, create or update a lead, output a structured summary. Get it working first, then upgrade — don't chase full automation from the start. ## 7. Further Optimization - Use upstream source (website / IM / email) as metadata to enable per-channel automation. - Add "follow-up history memory": each output includes push history and owner. - Have Claw generate CSV/documents and auto-sync them to `feishu-doc` for weekly reports. ## 8. Frequently Asked Questions **Q1: HubSpot has too many fields — how do I keep it manageable?** A: List the "required fields" first, and only let Claw fill in `name/source/status/owner/next_action`. Leave other fields for manual entry by default. **Q2: Nobody picks up the action items?** A: Add to the prompt: "If owner is empty, return `owner pending` and stop execution." **Q3: What if leads are duplicated?** A: Add to the instruction: "If phone number or email matches, merge and list the matched fields." ## 9. Related Reading - [Meeting Scheduling & Minutes Automation](/en/university/meeting-ops/) - [Knowledge Base Sharing & Retrieval](/en/university/knowledge-base/)