flowchart TD %% Top Row - Entry Points (How Customers Contact Us) WebChat["👥 Website Chat"] SMS["📱 SMS Text Messages"] Email["📧 help@ Email Inquiries"] DirectCS["☎️ Direct Customer Service"] NursingInq["🏥 Nursing/Medical Inquiries"] %% Current State Pain Points (Clean Layout) subgraph PainPoints["⚠️ CURRENT STATE PAIN POINTS"] direction TB ChatPains["💬 Website Chat Problems"] SMSPains["📱 SMS Marketing Problems"] EmailPains["📧 Email Support Problems"] CSPains["👤 Customer Service Problems"] end %% Decision Row (Smart Routing Points) PreChatDecision{"🤔 Pre-Chat Qualification"} LeadQualified{"✅ SMS Lead Scoring"} CSRoutingDecision{"🎯 Support vs Sales Routing"} %% Agent Layer - Left to Right Flow (The New Smart Agents) RetailAgent["🛍️ Retail Agent (RA)"] PatientAgent["🏥 Patient Agent (PA)"] RouteToSalesAgent["💼 Route-to-Sales Agent (SA)"] CSTriageAgent["🎯 Customer Service Triage Agent"] NursingAssistAgent["👩‍⚕️ Nursing Assistant Agent (NA)"] SharedOrderLogic["⚙️ Shared Order Status System"] %% Integration Layer n8nWebhook["🔗 n8n Automation Platform"] %% Systems Row - Bottom (The Backend Systems) ZohoCRM["🗄️ Zoho CRM"] Five9["📞 Five9 Auto-Dialer"] MySQL["🗃️ MySQL Order Database"] ZohoDesk["🎫 Zoho Desk Ticketing"] ZohoBookings["📅 Zoho Bookings Scheduler"] EventBus["📊 Event Bus (Compliance)"] %% MAIN FLOW PATHS - Clean Left-to-Right, Top-to-Bottom %% Website Chat Flow (Most Complex - New vs Returning Customers) WebChat -->|"Customer starts chat"| PreChatDecision PreChatDecision -->|"I am shopping for new product"| RetailAgent PreChatDecision -->|"I am a patient, need order help"| PatientAgent RetailAgent -->|"Creates qualified lead"| RouteToSalesAgent PatientAgent -->|"Looks up order details"| SharedOrderLogic %% SMS Marketing Flow (Lead Qualification Process) SMS -->|"Marketing reply received"| LeadQualified LeadQualified -->|"High interest, ready to buy"| RouteToSalesAgent LeadQualified -->|"Low interest, just curious"| ZohoCRM %% Email Support Flow (Direct Order Status) Email -->|"Customer asks about order"| SharedOrderLogic %% Direct Customer Service Flow (Human Escalation Path) DirectCS -->|"Human agent receives inquiry"| CSTriageAgent CSTriageAgent -->|"Agent categorizes the request"| CSRoutingDecision CSRoutingDecision -->|"This is a sales question"| RouteToSalesAgent CSRoutingDecision -->|"This is a support issue"| ZohoDesk %% Medical/Nursing Flow (Healthcare Consultation) NursingInq -->|"Patient needs medical advice"| NursingAssistAgent NursingAssistAgent -->|"Schedules consultation"| ZohoBookings %% Backend System Connections (How Data Flows) RouteToSalesAgent -->|"Sends lead data via API"| n8nWebhook n8nWebhook -->|"Adds to sales call queue"| Five9 RouteToSalesAgent -->|"Saves lead record"| ZohoCRM SharedOrderLogic -->|"Queries order information"| MySQL SharedOrderLogic -->|"Logs interaction for compliance"| EventBus %% System Integrations (Automated Background Processes) ZohoCRM -->|"Automated: Monitors for new leads"| RouteToSalesAgent EventBus -->|"Creates support ticket if needed"| ZohoDesk ZohoCRM -->|"Syncs customer data"| ZohoDesk %% Styling classDef painPoint fill:#ffebee,stroke:#c62828,stroke-width:2px classDef futureState fill:#e8f5e8,stroke:#2e7d32,stroke-width:2px classDef system fill:#e3f2fd,stroke:#1565c0,stroke-width:2px classDef decision fill:#fff3e0,stroke:#ef6c00,stroke-width:2px classDef entryPoint fill:#f3e5f5,stroke:#7b1fa2,stroke-width:2px classDef integration fill:#e8f5e8,stroke:#2e7d32,stroke-width:2px %% Apply Styling class ChatPains,SMSPains,EmailPains,CSPains painPoint class RetailAgent,PatientAgent,CSTriageAgent,RouteToSalesAgent,SharedOrderLogic,NursingAssistAgent futureState class ZohoCRM,Five9,MySQL,ZohoDesk,ZohoBookings,EventBus system class PreChatDecision,LeadQualified,CSRoutingDecision decision class WebChat,SMS,Email,DirectCS,NursingInq entryPoint class n8nWebhook integration