Unclassified
IntegrateWise: Full Product Delivery Architecture
The Core Insight
Users don't buy "L1" or "L2." They buy outcomes.
The product must feel like ONE unified workspace where intelligence emerges naturally from work — not two separate products glued together.
Product Layers (User-Facing, Not Code-Facing)
┌─────────────────────────────────────────────────────────────┐
│ UNIFIED SHELL │
│ (Login → Onboarding → Command Center / Today View) │
│ Always-On Twin (⌘K) │
├─────────────────────────────────────────────────────────────┤
│ │
│ ┌─────────────────┐ ┌─────────────────────────────────┐ │
│ │ WORKBENCH │ │ COGNITIVE OVERLAY │ │
│ │ (L1 Surface) │◄──►│ (L2 Surface) │ │
│ │ │ │ │ │
│ │ • Domain Views │ │ • Spine Health • Memory │ │
│ │ • Entity Cards │ │ • Signals Feed • Think Queue │ │
│ │ • Metrics/KPIs │ │ • Trust Score • Insights │ │
│ │ • Kanban/Timeline│ │ • Recommendations• Governance │ │
│ │ • Action Bar │ │ • Predictions • Decisions │ │
│ └─────────────────┘ └─────────────────────────────────┘ │
│ ▲ ▲ │
│ └──────────┬───────────────┘ │
│ │ │
│ PROJECTION ENGINE │
│ (useProjection() — RBAC-filtered, │
│ schema-governed, tenant-scoped) │
│ │
├─────────────────────────────────────────────────────────────┤
│ CONNECTOR LAYER │
│ Goals/OKRs ←──→ Metrics/KPIs ←──→ Tools ←──→ Product │
├─────────────────────────────────────────────────────────────┤
│ THE SPINE (SSOT) │
│ (Cloudflare D1 + KV + R2 + Vectorize + AI Search + DO) │
└─────────────────────────────────────────────────────────────┘
How the User Experiences It
1. Entry: Contextual Landing
User logs in → lands on Today View (not a generic dashboard).
| Role | Lands On | Sees First |
|---|---|---|
| CSM | CS Today | At-risk accounts, renewals this week, pending approvals |
| TAM | TAM Today | Platform alerts, integration sync failures, SLA breaches |
| Sales Rep | Sales Today | Open deals, pipeline gaps, follow-up reminders |
| BizOps | Ops Command Center | Cross-domain health, workflow status, anomalies |
| Founder | Strategic Hub | All-domain KPI strip, initiative health, cash burn |
Key principle: No user ever lands on "a dashboard." They land on their work context.
2. Persistent Twin (Always-On AI)
- Position: Right sidebar, collapsible
- Context: Scoped to current domain + entity + user role
- Capabilities: Ask, Act, Analyze, Draft, Navigate
- Memory: Work conversations (domain-scoped) + Personal (user-scoped)
3. L2 Drawer (⌘J) — Intelligence On Demand
- Bottom sheet, toggled via keyboard
- 5 tabs: Spine Health | Signals | Think | Trust | Memory
- Content adapts to: current domain, selected entity, user role
- NOT a separate product — it's "thinking about my current work"
4. Workbench → The Work Surface
- Domain-specific workbench (CS, Sales, BizOps, etc.)
- Tabs: Work (my scope) | Org (cross-team rollup) | Personal (my space)
- Connector layer visible: Goals, Metrics, Tools, Product
5. Cross-Domain Navigation (BizOps / Founder)
- BizOps sees all departments via prefixed routes (
sales--pipeline,cs--accounts) - Founder sees strategic rollup across all domains
- Navigation groups: Ops Core | Utilities | [Department 1] | [Department 2] | ... | Happy Path | Admin
Account Success + TAM: The Two-Lens Model
┌─────────────────────────────────────────────────────────────┐
│ CUSTOMER SUCCESS DOMAIN │
├─────────────────────────────┬───────────────────────────────┤
│ ACCOUNT SUCCESS │ TAM (TECHNICAL) │
│ (Commercial Lens) │ (Technical Lens) │
├─────────────────────────────┼───────────────────────────────┤
│ • Renewals & Expansion │ • Platform Health │
│ • Health Scores (business) │ • API Portfolio │
│ • NPS & Sentiment │ • Integration Sync Health │
│ • Engagement Timeline │ • SLA Compliance │
│ • Success Plans │ • Capability Maturity │
│ • Risk Register (commercial) │ • Risk Register (technical) │
│ • ARR/ACV Tracking │ • Usage Adoption │
│ • QBRs & Exec Sponsors │ • Environment Health │
├─────────────────────────────┼───────────────────────────────┤
│ Metrics: ARR, Health, NPS │ Metrics: Uptime, Latency, │
│ Renewals, Churn │ Error Rate, MTTR │
├─────────────────────────────┼───────────────────────────────┤
│ Entities: account_master, │ Entities: platform_health, │
│ engagement_log, risk, │ api_portfolio, capability, │
│ success_plan, task_item │ technical_asset, value_stream│
├─────────────────────────────┼───────────────────────────────┤
│ Think Lens: "account_success"│ Think Lens: "tam" │
├─────────────────────────────┼───────────────────────────────┤
│ CSM Persona │ TAM / Solutions Architect │
│ VP Customer Success │ VP Engineering / CTO │
└─────────────────────────────┴───────────────────────────────┘
Shared Surface
Both lenses share:
- Account Context — same account, different facets
- Timeline — engagements (commercial) + incidents (technical) merged
- Twin — "Tell me about Acme Corp" → returns both commercial + technical summary
- Governance Queue — same approval pipeline
Navigation in CS Domain
Customer Success
├── Account Success (commercial)
│ ├── Today
│ ├── Accounts Hub
│ ├── Renewals
│ ├── Health Scores
│ ├── Success Plans
│ ├── Engagements
│ └── Risks
├── Technical Account Management
│ ├── TAM Today
│ ├── Platform Health
│ ├── API Portfolio
│ ├── Integrations
│ ├── Usage Adoption
│ └── Capabilities
└── Shared
├── Intelligence Center
├── Strategic Account View
└── Company Growth
How to Deliver the Full Product
Option A: Role-Based Entry (Recommended)
User signs up → Selects role → Lands on role-specific Today view
│
┌────────────┼────────────┐
▼ ▼ ▼
CSM View TAM View Founder View
(cs-today) (tam-today) (strategic-hub)
Pros: Immediate relevance, no overwhelm
Cons: Users with multiple hats need switching
Option B: Domain-First Entry
User signs up → Picks primary domain → Sees domain workbench
│
┌─────────┴─────────┐
▼ ▼
Customer Success Business Operations
│
┌───────┴───────┐
▼ ▼
Account Success TAM
Option C: Unified Command Center (BizOps / Founder Only)
Founder/BizOps user → Lands on Ops Command Center
│
┌───────────────┼───────────────┐
▼ ▼ ▼
Health Rings Cross-Domain Action Queue
Signals
Recommended Delivery: Hybrid Model
┌─────────────────────────────────────────────────────────────┐
│ SIGNUP / ONBOARDING │
│ • Company profile │
│ • Invite team │
│ • Pick primary domain (can change later) │
└─────────────────────────────────────────────────────────────┘
│
▼
┌─────────────────────────────────────────────────────────────┐
│ TODAY VIEW (Personalized Entry) │
│ • Role-scoped KPI strip │
│ • Pending actions (HITL queue) │
│ • AI insights for YOUR scope │
│ • Quick nav to all domains you have access to │
└─────────────────────────────────────────────────────────────┘
│
┌─────────────┼─────────────┐
▼ ▼ ▼
┌─────────────────┐ ┌─────────────┐ ┌─────────────────┐
│ WORKBENCH │ │ L2 DRAWER │ │ TWIN SIDEBAR │
│ (Your Work) │ │ (⌘J Intel) │ │ (Ask/Act/Do) │
│ │ │ │ │ │
│ Domain-specific │ │ • Signals │ │ Domain-aware │
│ Entity views │ │ • Think │ │ chat with │
│ Metrics/KPIs │ │ • Memory │ │ memory │
│ Action surfaces │ │ • Trust │ │ │
└─────────────────┘ └─────────────┘ └─────────────────┘
│ │ │
└─────────────┴─────────────┘
│
┌─────────────┴─────────────┐
▼ ▼
┌───────────────────────┐ ┌───────────────────────────┐
│ CROSS-DOMAIN ACCESS │ │ CONNECTOR LAYER │
│ (BizOps / Founder) │ │ Goals · Metrics · Tools │
│ │ │ · Product │
│ Prefix routes: │ │ │
│ sales--pipeline │ │ Links work to outcomes │
│ cs--accounts │ │ and tools │
│ finance--forecast │ │ │
└───────────────────────┘ └───────────────────────────┘
Account Success + TAM: Recommended UI
In the CS domain, present two primary tabs at the workbench level:
┌─────────────────────────────────────────────────────────────┐
│ Customer Success Workbench │
│ │
│ [ Account Success ] [ TAM ] [ Org ] [ Personal ] │
│ │
│ ┌─────────────────────────────────────────────────────┐ │
│ │ When Account Success is active: │ │
│ │ • KPIs: ARR, Health, Renewals, NPS, Expansion │ │
│ │ • Entities: Accounts, Engagements, Success Plans │ │
│ │ • Think lens: "account_success" │ │
│ │ • Twin context: "You are helping a CSM..." │ │
│ └─────────────────────────────────────────────────────┘ │
│ │
│ ┌─────────────────────────────────────────────────────┐ │
│ │ When TAM is active: │ │
│ │ • KPIs: Uptime, SLA%, API Health, Latency, Errors │ │
│ │ • Entities: Platform Health, APIs, Integrations │ │
│ │ • Think lens: "tam" │ │
│ │ • Twin context: "You are helping a TAM..." │ │
│ └─────────────────────────────────────────────────────┘ │
│ │
│ Shared: Connector Layer (Goals, Metrics, Tools, Product) │
│ Shared: L2 Drawer adapts to active lens │
│ Shared: Twin remembers both contexts │
└─────────────────────────────────────────────────────────────┘
Technical Implementation Path
- Workbench Tabs — Add lens selector to
CSWorkbench(Account Success | TAM) - Projection Filter —
useProjection()accepts optionallensparam - Think Routing — Already routes to
account_successvstamlens - Navigation — Add TAM section to CS
workspace-config.ts - Content Router — Map
tam-*routes in account-success domain - Entity Types — TAM workbench tracks technical entities
- Metrics — TAM metrics surfaced in connector layer