Your clients: service, booking and prospecting

Customer service

Orion can serve your customers on WhatsApp and on Instagram, with a role you define for each front. Two conditions, before anything else:

On WhatsApp, it requires a dedicated number. On your personal number the public role is locked off, on the screen and on the server — turning it on there would make Orion reply to your personal contacts. Either Orion's main number is dedicated to it, or you connect an additional number. On Instagram there is no such lock: the account belongs to the business by construction, and you only have to turn on direct messages — see Connecting Orion.

You write the role. In Orion → Public role: the Role (what it acts as for whoever arrives), the Tone, the Conversation flow (the steps, in order — you can start from a template for the role you picked and edit it) and the Boundaries ("never share pricing or internal details", "never promise delivery dates").

What happens on the other side:

It is fenced in. In customer service, Orion uses none of your internal tools. It talks, records and escalates — nothing more.

You get told. Orion summarizes for you what the visitor wanted — the conversation does not run in the dark.

It answers with what you published. Knowledge documents marked as 🌐 Public (pricing, services, policies, how to buy) feed the answers. Anything not there stays under the boundaries you wrote: it is instructed not to invent and to escalate to you.

It feeds the CRM. Contacts and interactions are born out of these conversations, with a summary of what was discussed — one interaction per conversation, not one per message. The exception is a conversation in which a document from the script was used (a questionnaire, for example): there the summary gives way to a fixed line, without what the person answered, also after the document leaves the script — see Run a questionnaire on your service number.

It can book appointments, when your organization has professionals and hours configured: the times come from the server, never from the model's imagination.

Additional numbers. Since August 5, 2026, an extra number comes in only through the official Meta API, and only in the customer service function — the old sales prospecting number option was withdrawn. The path is a quick sign-in with your business's Facebook, right on the Connection screen, and the WhatsApp account created stays in your name. What you need to know first:

It is not switched on right away. WhatsApp reviews the account first. It usually takes hours and can reach 24h; during that period the number shows as "Under review" and cannot send or receive.
The number must not already be in use on WhatsApp, and you get a code to prove it is yours (on a landline or virtual number, ask for the code by phone call — SMS never arrives).
You need to add a payment method to your business's WhatsApp account; without it WhatsApp blocks sending.
The number becomes a business line: it stops working in the regular WhatsApp app on a phone.
WhatsApp's rules, not ours: free-form replies are allowed for up to 24h after the customer's last message; outside that window only pre-approved templates go out. And business-initiated conversations start with a low daily limit that rises as the number delivers with quality.

Shared Agenda — booking for your clients

A WhatsApp reception desk that offers real time slots, books, records and reminds — without you in the middle. It is what serves clinics, practices and any business that lives on appointments.

What it does

A client writes to your service number and talks to Orion the way they would talk to a receptionist: they ask who works on Saturdays, pick a time, give their name and phone, and leave with an appointment booked. Behind that conversation, the system does the technical work on its own:

It only offers real slots. Availability comes from each professional's registered schedule and their Google calendar — a busy slot disappears from the offer. Orion is forbidden from inventing times: the system computes them, not the language model.
It really books. Each booking becomes, in one step: a row in the control sheet, an event on the shared calendar (and an e-mail invitation to the client if they give an e-mail — with Google's own reminders), and a record in the system. An Online session also gets, right there, a Google video call link created inside the event itself: whoever gave an e-mail receives that link along with the invitation. Without an e-mail, the link exists only on the calendar event — the WhatsApp confirmation and reminder don't repeat the room address.
It computes the price. Private sessions use the professional's rate; insurance uses the sheet's price table, with the professional's split computed alongside. The client doesn't need to ask the price for the conversation to move.
It confirms at booking time. As soon as the appointment is booked, the client gets a WhatsApp confirmation — professional, day and time. It stands on its own (the person knows the booking went through) and it has a practical effect: whoever replies to that confirmation opens the conversation, and from then on the day-before reminder arrives as an ordinary message rather than a template. It depends on a number connected through the official API; without one, the confirmation doesn't go out by WhatsApp.
It reminds the client the day before. The reminder goes out on its own the morning of the previous day (and, for last-minute bookings, the morning of the appointment itself), once per booking. It goes by WhatsApp and, when the client's e-mail is on file, by e-mail too — with one difference that matters: replying on WhatsApp reschedules or cancels in the same conversation, because it's Orion reading it. The e-mail, on the other hand, asks the person to message on WhatsApp or reply to the e-mail itself, and that reply lands in the business's inbox for someone to answer by hand: e-mail doesn't move the agenda on its own. The WhatsApp reminder depends on a number connected through the official API; without one — in a business that only uses the Calendly bridge, for instance — all that's left is the e-mail, when there is one. If no channel accepts the reminder (for example, your e-mail account refused to send it and there's no WhatsApp for the client), Orion tries again the next morning while the appointment is still ahead. If the appointment time passes without the reminder going out, you get a short notice, with only the client's name and the day and time of the appointment. It goes out once per booking; in a rare failure it may arrive twice, because Orion would rather warn you twice than not at all.
It feeds the CRM. A known client who writes in shows up on their own timeline, and whoever books a slot lands in the CRM as a contact. The full record — contacts, companies, deals and history — is in the CRM chapter.

The two halves: the engine and the voice

The Shared Agenda is always two pages working together — and understanding the split avoids most of the confusion:

The engine lives in Orion → Agenda: professionals, each one's days and time ranges, session length, gap between sessions, modality, prices, rooms. Everything mechanical — finding open times, writing to the sheet, creating the event, computing the split — is automatic and invisible.

The voice lives in the Public Role: which role Orion assumes, the tone, the conversation script (what to ask and in what order) and what it must never do. That's where you shape how the reception sounds.

Running a questionnaire, or following a document. Orion can follow a document of yours in public service — a questionnaire, an intake form, a consent form. The step by step, the limits and what goes to the CRM in those conversations are in Run a questionnaire on your service number.

One rule worth writing down, because it isn't obvious (settled on August 11, 2026): the ability to book comes from having professionals registered, not from the chosen role. With professionals registered, Orion can book under any public role — a "Customer Support" role also books, whenever the client asks. The "Booking Receptionist" role exists because it brings the right script: it steers the conversation actively toward booking instead of waiting for the subject to come up. Want a hybrid — support that also books? Use the support role and add booking steps to the script.

Turning it on — the full circuit

Booking is live when five things are true at the same time. The page demands the first two right at the door — without a connected Google account it only offers you the connect button, and with no professional registered it opens straight into the registration form. Once it's configured, it shows a status card at the top that takes care of the rest, the channel: which number answers, under which role, and what's still missing. Here they are:

Google connected — the business account that owns the sheet and the calendar.
Professionals registered — at least one, with availability.
A number serving the public — it can be a dedicated number connected through the official WhatsApp API (the "WhatsApp service numbers" block on the Connection page) or Orion's own main number, as long as it isn't your personal line: on a personal line the public role is blocked and the switch won't even turn on. One practical difference between the two paths: the day-before WhatsApp reminder only goes out if the organization has an active official API number — without one, the booking conversation works normally, but the reminder doesn't go by WhatsApp. The chapter on connecting Orion explains the connection and the official API's limits.
Public role switched on for that number.
The "Booking Receptionist" role — recommended, not required (see the rule above).

The status card speaks plainly: green = answering, with the number and the last message received ("text it a hi to test it", if there is none yet); amber = something needs action — answering switched off, number still under WhatsApp review, or the last send failed; red = no service number connected. Every warning comes with the button that leads to the fix.

The sheet and the calendar are mirrors

The source of truth is the system. The control sheet and Google Calendar are projections: convenient to look at, but rebuildable. If someone deletes or messes up the sheet, the "Rebuild sheet from system" button creates a fresh one with the full history.

Rebuilding has a trade-off worth knowing before you click. Every booking comes back — date, professional, client, payer, modality, room and each one's outcome —, and the professionals and their default private rates stay as they were, because they come from the registration. What doesn't come back is whatever was adjusted by hand inside the sheet: the price table is reborn in its default version (prices, splits and the list of insurers you may have edited or added go back to the original) and the private split percentage returns to the default of 50%. The manually filled columns also start out empty: without the signed-form mark, insurance appointments show up as pending form again; and every private appointment with no rate typed in starts being computed from the professional's default rate, which may not be what was charged that day. The rebuilt sheet is a new file, with a new link — old shortcuts keep pointing at the previous one. And the previous one isn't deleted: it stays in the business's Google account, so you can open both side by side, readjust prices and percentage and copy over what's missing before discarding it.

Access follows a simple, deliberate model:

The sheet belongs to the business's Google account — that's the account Orion writes through.
It is shared read-only with the organization owner's e-mail. There is no public link: nobody else can open it.
The locks don't apply in the owner account. Since the owner's e-mail only gets read access, whoever marks an appointment's outcome has to be logged into the business's Google account — or be given edit access separately. And in that account the locks hold nothing back: logged in there you can change any cell, the locked ones included, and the sheet itself warns you about that on the first tab, Instructions (the calendar description repeats the warning). The locks apply to whoever you invite to edit: for that person only each appointment's outcome (the Status column) and the signed form are free, plus the prices and percentages on the price and config tabs; dates, times, names, amounts and formulas stay blocked. Treat the warning as a house rule, not a whim: whatever gets changed by hand in the locked cells doesn't flow back to the system or to the calendar — the sheet stops being a mirror and starts diverging silently. Cancelling and rescheduling always go through Orion.

Writing the outcome is your front desk's job. Every booking is born as Booked and stays Booked after its time has passed: no routine marks anything Done on its own for the slots Orion booked (the one exception is whoever connected Calendly — in that case a daily sweep turns past slots into Done). Writing the outcome in the sheet (Done, No-show, Cancelled) is an end-of-day routine, and it's what feeds the closing: the per-professional totals — sessions, billed and split — count only the rows marked Done. As long as the outcome isn't written, the appointment happened in real life and enters no total at all. That's why the outcome column stays open for editing while the rest of the row remains locked.

On the calendar, each professional has their own color — you pick it on their row, and anyone left without a choice automatically gets a distinct color. The event title never carries the client's name: it states the modality and the professional ("🏥 In person — Dr. Ana", "💻 Online — Dr. Ana"), with the registered room, or "Online", in the location field. Name, contact, payer and modality live in the event description, not in the title that any shared screen displays.

Already use Calendly? (optional)

If your business already books through Calendly, you can connect the two: bookings made there flow automatically into the same sheet and CRM, alongside what Orion books. The connection is self-service, on the Agenda page itself, and requires a paid Calendly plan (Standard or above). If you'll only use WhatsApp booking, you don't need Calendly at all.

Honest limits

A number under review doesn't answer. When you connect a new number through the official API, WhatsApp reviews the account before releasing it (hours, up to 24h). The status card shows "under review" and updates on its own.
Today the official number understands text. Audio and images sent by clients aren't processed on that number yet — Orion says so and asks for text. (On your personal channel with Orion, audio works normally.)
Outside the 24-hour window, only approved templates. That's a WhatsApp rule: anyone who hasn't written in the last 24 hours can only be reached with a template approved beforehand. Orion tracks that window per person and picks on its own — an ordinary message for whoever is mid-conversation, a template for whoever isn't. In practice: the confirmation and the reminder go out as templates; as soon as the client replies, the conversation becomes ordinary and Orion can write freely.
The offer has a floor and a ceiling. Orion doesn't offer any slot starting within the next 12 hours, nor anything more than 21 days out. In practice: someone writing at 9am sees nothing before 9pm that same day — even with an empty calendar — and a follow-up two months from now doesn't show up on the list. Both limits are fixed today: there's no field to change them on the Agenda page.
The room is a label, not a lock. The room is a field on the professional's registration: its name goes into the sheet row and into the event's location — for in-person appointments. But the Agenda page doesn't give the room a calendar of its own, and without that Orion doesn't check whether it's already taken, nor does it reserve the room. Time conflicts are checked on each professional's calendar; two different professionals can end up booked in the same room, at the same time. Anyone with few in-person rooms has to check by hand.
The sheet must stay a mirror. Hand-editing what's locked isn't supported — the path is always Orion or the Agenda page.

Prospecting

Orion → Prospecting is the prospecting worker's desk: contacts, email campaigns, the LinkedIn queue and the rules for what may go out. Five tabs — Overview, Contacts, Campaigns, LinkedIn and Settings.

What Orion drafts or classifies on this screen — email campaigns, sequences and LinkedIn replies — comes out of your personal AI capacity, not out of the prospecting worker's allowance.

The screen opens with what is blocking, not with the numbers. If the sending mailbox, the operating countries, an active campaign or contacts in the queue are missing, that appears at the top along with what to do — because a panel showing "0 sent" without saying why turns missing setup into suspected breakage.

The sending mailbox is yours, and it is dedicated. Emails go out from a Google Workspace or Microsoft 365 account you connect — never from a mailbox of ours. And it should not be your main email: cold outreach wears down the sender's reputation, and that wear needs to land on an outreach domain, not on the one your contracts and customers go through. There is a button to send a test email: connecting proves the authorization went through, not that there is a mailbox on the other end.

Replies go to Orion, not to that mailbox. Whoever clicks Reply writes to the prospecting reply-to address, if you set one (by asking Orion); if not, to your account's Orion address — with a Google or a Microsoft mailbox alike. Under Settings › Sending mailbox, the screen shows which address replies go to. That is how Orion reads the reply and stops the sequence: if you set a reply-to address of your own, it has to forward to Orion. An email sent straight to the sending mailbox, without using Reply, stays there, because Orion does not read the sending mailbox. The exception is when you forward that mailbox to Orion (right below).

Forwarding the sending mailbox to Orion. It's optional, and the Prospecting Overview recommends it while nothing has arrived from the mailbox — and again when nothing has come from it for 7 days. With forwarding, Orion gets what goes straight to the sending mailbox: a new email sent to it, the reply from someone who doesn't use Reply, and the "not delivered" notices for your emails. Forward to your account's Orion address, the worker-…@orionworkers.com: under Settings › Sending mailbox, with the mailbox connected, the Let Orion see everything that reaches this mailbox block shows that address, with a button to copy it, and the steps for that mailbox's provider only. If you set a reply-to address that is another mailbox, don't forward to it: only Orion's address takes the email to Orion.

Google mailbox (Gmail): in the sending mailbox's Gmail, open Settings ⚙️ › See all settings › Forwarding and POP/IMAP › Add a forwarding address. Paste Orion's address and click Next › Proceed › OK. Gmail sends a confirmation request to Orion's address. Orion tries to confirm it on its own and lets you know which mailbox it confirmed. If it can't, the request, with the link, stays in Orion's email inbox: just ask Orion for it. Then go back to that tab and refresh the page. Select "Forward a copy of incoming mail to", pick Orion's address and "Keep Gmail's copy in the Inbox", and click Save Changes. Without this last step, nothing arrives. If the forwarding option is missing, whoever manages your company email needs to allow automatic forwarding.
Microsoft mailbox (Outlook): in the sending mailbox's Outlook, open Settings › Mail › Forwarding and turn on Enable forwarding. Paste Orion's address, select "Keep a copy of forwarded messages" and click Save. Microsoft 365 often blocks forwarding outside the company. If you get a notice that your organization does not allow external forwarding, ask whoever manages your company email to allow automatic forwarding to this address.

With the mailbox forwarding, a forwarded reply counts like one that comes through Reply: same rules for what counts as a reply, same notice. The same reply arriving both ways counts only once. When a "not delivered" notice for a prospecting email arrives through that mailbox, Orion checks that the notice really is about an email it sent to that person. If it is, the address goes on the block list and the person's sequence stops: in the enrolled list, they show as Email bounced, and the bounce goes into the end-of-day summary. If that can't be confirmed, nothing is blocked and the notice stays in Orion's email inbox for you to see. Sometimes the receiving server rejects the message by policy: the address exists, but the message wasn't accepted. That notice never puts the address on the block list: it stays in Orion's email inbox for you to see. The notice for an email of yours that isn't from prospecting also stays there, without blocking anything. Everything that arrives through that mailbox stays in Orion's email inbox. In the morning summary, the unread emails that came through it get a separate line, so they don't mix with the rest. Orion also looks at those emails: in the morning brief, it highlights whatever seems to need you, whoever it's from; and, every hour, it tells you when one may be a business opportunity — whatever the subject, even from someone who was in a sequence months ago (see Connecting your accounts). From the opportunities list (Orion › Emails), Put in a sequence enrolls the person in an active sequence, with the usual locks. Under Settings › Sending mailbox, the screen shows the day the last email forwarded by that mailbox arrived, in your time zone, or that none has arrived yet. If the last one is more than 7 days old, the screen asks you to check that forwarding is still on. Gmail doesn't forward what it classifies as spam.

Google or Microsoft. You can connect the mailbox from the dashboard or by asking Orion for the link, Google or Microsoft. With either one, leaving approval mode and the replies you ask Orion to send to a prospect work the same way: they go out from that mailbox, with the same reply-to address. One difference in sending: with the Google mailbox, the recipient's email program also shows its own unsubscribe button at the top of the message; with Microsoft, it doesn't. The unsubscribe link in the footer goes out with both.

Operating countries. Nobody outside them is contacted. While the countries are not defined, the screen warns you prominently at the top, and turning sending on from chat is refused until you declare them. And a contact with no known country is never contacted, even while on the list. It was a lock learned in practice, not a preference.

Pace and volume. You set how many messages per day (up to 200) and the time window, in your timezone. Messages are spread across the window, never in a burst: dozens of emails leaving a single mailbox in a few minutes is exactly what providers read as a mass blast. If you type a number above the cap, the screen says it adjusted it and to what: nothing is trimmed silently. If the provider fails in the middle of a send and there is no way to know whether the message went out, it counts toward the daily limit as if it had gone out, and Orion stops that round: it would rather send one message fewer than send the same one twice to someone outside. So on a day with a provider failure, fewer messages than the number you set may go out.

A campaign is a sequence of three emails. The first goes out when the contact joins; the second three days later, from another angle; the third seven days after the second, short and closing. You describe in one or two sentences what the campaign offers and Orion writes the three messages; the campaign is born as a draft, for you to read and edit before turning it on. You can ask it to rewrite everything — but only with the campaign paused, because rewriting under people who already got the first email would make the second one talk about something else. And you can write them yourself. Next to the button that asks Orion to write there is a manual path: the campaign is created with the three messages still to write and you write them in the editor, with no summary needed. Either way it only turns on once all three are written — while any is missing, turning it on is refused, because otherwise the placeholder text would be what goes out to the prospect. Deleting a campaign: you can delete a campaign that never sent anything — it goes, its messages go, and the contacts that were in it return to the queue; nobody is removed from the CRM. A campaign that has already exchanged a message with someone cannot be deleted: pause it. A sent message is the record that a real person received an email from you, and the screen says how many there were. A send without delivery confirmation (the message went out, but there was no confirmation it arrived) also blocks deletion. The screen shows how many there are separately, and the Delete button only appears when the campaign can actually be deleted.

What the sequence respects on its own:

If the person replies, the sequence stops immediately. The reply reaches you: it shows up with its text under Overview › People who replied, and the contact's CRM history records that it arrived. This applies to a reply that reaches Orion (see "Replies go to Orion", above): an email that doesn't reach it doesn't stop the sequence, triggers no notice and doesn't show up in the dashboard. An out-of-office auto-reply ("I'm away until…") doesn't count as a reply and triggers no immediate notice. If the person's sequence was running, the next email moves to a week later — and, if it was waiting for your approval, that draft is discarded and a new one comes on the new date; if they were already in a conversation, had a demo booked or the sequence had ended, nothing changes. The out-of-office reply shows up in the next end-of-day summary, on a line of its own (with each person's next email date, or "sequence on hold"), and under Overview › People who replied — by the rule in "What counts as a reply": one with a new subject from someone whose sequence had already ended or stopped doesn't show up there: it stays with Orion and in the contact's history in the CRM, with no notice. The notice goes to your channel with Orion, in your account's language: on WhatsApp, when you connected a number to Orion (your own or one dedicated to it), or, if there is none, on Telegram — either way, the full notice, with an excerpt of what the person wrote. With neither, it goes out on official WhatsApp — through your service number, if you have one, or through the Orion contact — always to your phone: if you wrote on that line in the last 24 hours, the full notice arrives; outside that window, WhatsApp only allows an approved template, and a short notice arrives — what happened and with whom, without the excerpt. With none of these channels, the notice goes to no one: the sequence stops all the same, and the reply stays under Overview › People who replied. If that notice can't reach your channel, it is retried (after 1, 2, 4… up to 60 minutes) for up to 24 hours when it is one of these: someone asked to stop by replying to the email; the "please check" notice (below); the notice for any reply that arrived during a system hiccup (including someone who wants to book a demo); someone who was already out of the sequence and wants to book a demo; the person's calendar invitation (the booking, a change or the cancellation — see "The person's calendar invitation"); or the "wrote to you" notice (an email with a new subject from someone whose sequence has ended or stopped). In other cases, the notice is attempted once.
What counts as a reply. Four cases: an email that replies to an email in the sequence — even with "Re:", "RES:", "[EXTERNAL]" or another tag the company's mail server adds to the subject, or with something written after it; any email from someone whose sequence is under way; the next email in a conversation that has already started; and the person's calendar invitation — or a change to it, or its cancellation — when their sequence is under way, the conversation has already started or the sequence has ended (see the next item). These do not count and trigger no notice: emails from you, your team or the prospecting mailbox itself; automatic system notices; outside a sequence that is under way, the acceptance or decline of a calendar invitation and an invitation from someone who never received an email from the sequence; and, from someone who is already a customer and whose sequence is not under way, anything that does not reply to an email in the sequence — calendar invitations included. Those emails stay with Orion, like any email that reaches it — they are just left out of the reply count. A separate case is an email with a new subject, one that doesn't reply to an email in the sequence, from someone who already received an email from the sequence, whose sequence has ended or stopped (finished, paused, unsubscribed or bounced) and who isn't a customer yet. It doesn't count as a reply and Orion doesn't reply on its own. You still find out: it goes into the contact's history in the CRM as an email received, and you get a short notice: "Paula (prospecting finished) wrote to you: <subject>. It's in Orion's inbox." The notice says "prospecting finished" even when the sequence is only paused. You get at most one such notice per person every 24 hours. An out-of-office auto-reply doesn't trigger this notice, and a request to be removed already gets the unsubscribe notice. A clear request to be removed is honored from any email the person sends, whether or not it counts as a reply.
The person's calendar invitation: they have already booked. When the person sends a calendar invitation (and it counts — previous item), they booked the meeting: the sequence stops, the contact shows as Demo booked and you get one notice with the day and time in your time zone ("Paula sent an invitation for Oct 1 at 3:00 PM"). Orion does not create another event, reply or confirm anything to the person, at any autonomy level: the invitation is theirs, and its email stays with Orion. If they later send a new invitation — including one that goes back to the earlier time or redoes a canceled invitation — the notice brings the time (it may be a change); if they cancel, you get the cancellation notice and the contact comes back to you (Replied · with you) — unless the demo was booked by Orion itself: then Orion's event stays on your calendar and the contact remains demo booked. The same invitation arriving twice in a row (at Orion's address and in your forwarded mailbox, for example) triggers one notice only; if another email from them came in between, or if their sequence is under way again, the invitation notifies you again (and, with the sequence under way, stops it again). With some online-meeting invitations, the second copy may also notify you: when in doubt, Orion notifies you more, never less. If Orion can't read the time, the notice says so — it never makes up a time. A clear request to be removed inside the invitation counts as an unsubscribe — also when it comes in the second copy of the same invitation.
Each person enters a campaign only once. With no reply at the end of the three emails, the sequence ends and the contact rests: in the campaign's enrolled list, they show as Sequence finished. If the person later replies to one of the emails, the reply counts as usual. If they write a new email, with a different subject, you get the "wrote to you" notice (see "What counts as a reply").
Anyone who asks not to be contacted again goes on the block list and is never approached again, by any campaign. Every email goes out with your company address in the footer and a one-click unsubscribe link — a legal requirement, and that is why the address is a mandatory field. One exception: if the contact has already been deleted from the prospecting Contacts list (or from your CRM), the unsubscribe link in prospecting emails sent before August 15, 2026 stops working — and, since the record was deleted, they won't receive anything else anyway. When Orion isn't sure a reply is a request to stop — for example, if it arrived during a system hiccup and can't be read with confidence, or if the person added a condition ("only until January", "talk to Ana") — it does not put them on the block list on its own. The sequence stops just the same and you get the notice "please check this reply — may be a request to stop", with the excerpt, so you can decide. A clear request followed by the signature and the email's confidentiality notice still counts as a clear request; if that notice carries a note from the person themselves (a date, another contact, "sent by mistake"), you get the "please check" notice instead.
People who already use the product never receive outreach.

Replies in the dashboard. In Overview, the People who replied card counts people, not messages. Someone who replied twice counts once, and someone who only sent an out-of-office auto-reply doesn't count. The reply rate divides those people by the people reached. Clicking the card opens the list of replies, newest first, 20 per page. Each line shows who replied, the company, the campaign, the intent (interest, objection, wants to book, unsubscribe, complaint, out-of-office or something else), the date and time in your time zone and the text the person wrote, without the quoted earlier email. Out-of-office replies show up in the list but aren't counted. Very long text shows up to the first 4,000 characters; to read the whole email, ask Orion. In Campaigns, each campaign's "N replies" opens the same list with only its replies. The enrolled list shows each person's status: replied, demo booked, unsubscribed, sequence finished and so on. In Contacts, someone who replied shows as Replied, with the intent, including someone who replied after the sequence ended. The contact's record shows the latest reply, with its text. If the person replied to prospecting by someone else in your company, the record says so without the text: it stays with whoever prospected. In the CRM, the contact's history records that the reply arrived, with the intent in the dashboard's language and the subject; the text is in the list of replies.

What else reaches you. While sending is on, the same channel brings, in your account's language: the end-of-day summary, when the sending window closes and there was a send, a reply, an out-of-office auto-reply, an unsubscribe or a failure — an out-of-office reply that arrives after the summary goes into the next day's (a message the provider refused — your sending mailbox, for example — counts as a failure, only once per message, even though Orion retries it every hour; one that goes out later doesn't count); and, every Monday at 9 AM Brasília time, the weekly report, with the funnel and, when there is more than one campaign, how they compare. When each email waits for your approval before going out, each draft also arrives there, with the subject and the full text — just ask Orion to approve or reject it. Through the approved template on official WhatsApp, outside the 24-hour window, the summary and the report arrive as a short notice, with only the main numbers — drafts don't: through that route they don't arrive, and they wait for your approval until you open the conversation with Orion; just ask about the pending drafts. The subject and the text of each draft are those of that campaign step (Campaigns tab), with the person's first name and company filled in. With sending off, none of this goes out.

Contacts. You upload a spreadsheet (an Apollo, Sales Navigator or CRM export, or your own — there is no required format) and the screen shows what it understood from each column before it saves anything. After the import it says how many were added, how many were updated, how many entered a sequence and how many were left out because of country. You can also add them one by one, fix a record and delete for real. This list is the worker's, not your CRM. Only people who came in through prospecting appear here: from the spreadsheet, added on this screen, or found by the automatic search. Saving someone in the CRM never puts them on this list and never makes the worker approach them — the two screens have different purposes. It is the same principle, in reverse, that keeps cold prospecting out of your CRM contact list.

Automatic prospect sourcing is optional. By connecting an enrich.so key, the worker finds prospects on its own, using the profile you defined. Without it, everything else keeps working with the contacts you bring — and sourcing is billed to your enrich account, not here.

LinkedIn: the queue is its job, the sending is yours. The worker builds a queue of people matching your ideal customer profile. Opening the profile and sending is you, in your browser — LinkedIn does not allow programs to send invitations, and automating it costs you the account. It is about 15 seconds per person. There is no connection to your LinkedIn account: profile data comes from enrich's database, and nothing is fetched inside LinkedIn.

The invitation goes without a note; the conversation starts after the accept. Nothing is written in the invitation note — on LinkedIn a real conversation is only possible once the person accepts. From there comes a sequence of three messages: an introduction, something of value, and a call to action. They are not written one by one: there is one template per stage, the same for every contact, with the first name and the company filled in on the spot. You edit the three templates in a single place, and you can ask Orion to write the first draft of each — the one who signs the text is you.

The deadlines organize the queue; the click is always yours. Between the first and the second message, and between the second and the third, runs an interval you define. When the date arrives, the contact gets a "time to send" badge, joins the due today count and moves to the top of the list. Once the three are spent with no reply, the screen suggests closing that contact — and waits for your confirmation, because some leads take longer to mature. No message goes out on its own: you copy and send.

Each contact shows its own pipeline: invitation sent → invitation accepted → message 1 → message 2 → message 3 → replied. Clicking a stage ahead also marks the previous ones (it is easy to forget to tick a step); clicking a stage already done undoes it from there on. When the person replies, it is recorded in the contact's CRM history — the same rule as email.

How the pipeline moves without manual work. LinkedIn does not notify anyone about accepts and replies, and does not open that to programs. The official path is your own data export, which the screen teaches you to request: the Connections file answers "who accepted?", and the Messages file (messages.csv) marks on its own which sequence messages went out, with the real date of each, and who replied. You just upload the file on the Prospecting LinkedIn screen. If you already marked something by hand, the import does not duplicate it; if a week passes without importing while people are mid-sequence, Orion reminds you.

The conversation is kept on record. When you import the messages file, the text of conversations with people in your queue is saved and sits on the contact's own card, under the LinkedIn conversation button — and Orion can consult it when you ask what has already been discussed with someone. Keeping it does not wait for the person to reply: it applies from the first contact. Only one-to-one conversations with people in your queue are saved — group conversations and everything else in the file, which are your other conversations, are never stored.

Every contact sits in one phase, and every phase is one action. The queue is not a loose list: each person falls into exactly one phase — to send, awaiting acceptance, check acceptance, did not accept, accepted (1st message missing), waiting for the 2nd, 2nd due, waiting for the 3rd, 3rd due, close or snooze, replied, out of sequence. The numbers at the top of the screen are the phases: clicking one filters the list down to the people who need that same action. To act on today counts only the phases that depend on a click from you.

The three files in the LinkedIn export, and what each one answers. Connections.csv answers "who accepted?". messages.csv marks which messages went out and who replied. Invitations.csv brings in the invitations you sent while browsing, outside the queue — and it is the one that makes those people join the funnel, with the real invite date. Each file has its own card, named in the title, and all of them accept an upload or pasted text. Uploading the wrong file returns a notice saying which one you sent and which one was expected.

The invitations import has a window. The file contains every invitation you have ever sent, including ones from months ago, which are usually personal network rather than prospecting. So you choose the window — 7, 14, 30, 90 days or everything — and the result states how many fell outside it. Nothing is cut silently.

Replies are read, not just counted. When the message history is imported, Orion interprets the latest reply and applies a label: wants to talk, asked a question, pointed to someone else, not now, not interested, or courtesy. That changes what happens: a courtesy — the "thanks for connecting, all the best" — does not end the sequence, because it is not a conversation started; the others hand the ball to you, with a three-day deadline. The label is yours to change: the selector sits right beside it, and Orion never writes over your correction. Without the reply text on file, it says it does not know what the person said, instead of pretending it does. A courtesy does not remove the step from the card: the label, the reply text and the link to the CRM record sit on top, and right below them the stage message ready to copy and the profile link are still there — because that person's sequence carries on.

The import warns you when a message went to the wrong conversation. Sequence messages are written for you to copy and paste into LinkedIn, and LinkedIn pastes into whichever conversation is open — it is easy to send one person's text to someone else without noticing. Since every message opens by greeting the person by name, the import compares the greeted name against the owner of the conversation: when they don't match, it flags it in red, saying which name the text greeted and which conversation it landed in, and it does not count that step for whoever received it by mistake. The intended recipient got nothing — resend, and if you had already marked that person's step by hand, unmark it. A message with no greeting, or a greeting with no name ("Hi, how are you?"), never triggers a warning.

And it warns when a mark has no proof in the file. If a contact is recorded as "message 2 sent" but their conversation shows no outgoing message, the import says so. The warning only applies to dates earlier than the last day the file covers — anything you sent on the day you requested the export isn't in it yet, and flagging that would be a false alarm.

From a reply to a deal, in one click. Anyone who replies with interest, a question or a referral gets an Open a deal in the CRM button on the card itself. The deal is created linked to the person and the company, with its origin recorded. A sales deal is unique per company, so clicking twice opens the same one, never two.

How much closes this month. Every deal carries a value and an expected close date, and from those the Processes tab shows the month's forecast: how much is expected to close, summed by the system. The total is arithmetic, not an estimate — neither Orion nor the screen invents a figure. You can also just ask, by voice or in writing ("how much closes this month?", "what about September?"), and the answer comes from the same sum.

The forecast tells you what it is NOT counting. A deal with no value, or with no close date, stays out of the sum — and the screen shows how many, right under the total. A number that hides deals looks complete without being complete, so it never appears alone. The value and date fields exist only on sales deals: a support ticket or a partnership carries no money, and offering the field there would be asking for a number the forecast would never add up. The currency is your organization's, set in Settings — there is no way to sum different currencies into one total.

Leaving the sequence without dismissing. Someone worth staying connected to but not a prospecting target does not need to be dismissed. The leave the sequence button keeps the connection and ends the cadence: the person stays in your CRM and never appears in "to act on today" again. It is reversible.

What the pipeline counts as a message of yours. Only what goes out before the conversation starts. After a real reply, what you write is conversation, not cadence — and it does not become a step of the sequence.

WhatsApp prospecting does not exist today. The path was withdrawn on August 5, 2026 and remains off. Prospecting, here, is email and LinkedIn.