# Factory Labs — Full LLM Context

> Factory Labs is an AI-native CRM and B2B commerce platform. Teams migrate off Salesforce in days, and run buyer storefronts on live data from the ERP you already run.

## Brand

- Name: Factory Labs
- Domain: https://factorylabs.ai
- Category: AI-native CRM and B2B commerce
- Primary audience: B2B sales, support, and commerce teams
- Founded: 2025
- Headquarters: Dover, DE
- Contact: hello@factorylabs.ai

## Value Proposition

Factory Labs replaces legacy CRM platforms (Salesforce, HubSpot, Dynamics) and bolted-on B2B storefronts with a modern, AI-native alternative that is:

- **Fast to adopt**: Migrate from Salesforce in days with the built-in migration wizard. The analyzer scans your Salesforce org, maps objects and fields, and bulk-imports records with relationship preservation.
- **Commerce-ready**: Buyer storefronts read live ERP inventory and contract pricing. Checkout posts a real ERP order. No second catalog to sync.
- **AI-first**: Every workflow has AI built in: chat assistants, lead scoring, case summarization, post-call analysis, voice agents, and agentic order processing.
- **Your systems stay put**: Live inventory, pricing, and orders on every screen. Fulfillment and financials stay in the ERP you already run.
- **Open**: REST API with 85+ endpoints, OpenAPI spec, MCP server for AI agents, webhook subscriptions, and a public knowledge endpoint.

## Product Modules

### Sales
- **Accounts & Contacts**: Company and people management with custom fields, activity timelines, and relationship mapping.
- **Leads**: Lead capture, scoring, qualification, and conversion to opportunity.
- **Opportunities & Pipelines**: Visual pipeline with drag-and-drop, stage progression, forecasting, and deal management.
- **Activities & Tasks**: Calls, emails, meetings, notes, and tasks linked to any record. Unified "My Tasks" and "Today" views.

### Commerce
- **Buyer storefront**: Themeable B2B storefront per account, with assortments, contract pricing, and live inventory from the ERP.
- **Checkout**: Checkout posts a real ERP order. No separate store order to reconcile.
- **Buyer admin**: Roles, locations, approval chains, punchout, and quick order.

### Service
- **Cases & Helpdesk**: Support ticket management with queue-based routing (round-robin, least-active), SLA policies with per-priority response/resolution targets, breach tracking, and AI assistance (summarize, categorize, suggest reply, evaluate).
- **Omni-Channel Messaging**: Unified inbox for WhatsApp and SMS. AI agent handles first response; human agents take over from the Conversations page or inline on contact records. WhatsApp template messages, interactive buttons, list pickers. Channel-aware session windows (WhatsApp 24h, SMS 4h).
- **Telephony & Voice**: Browser-based softphone via Twilio Voice SDK. Click-to-dial from any record. Inbound screen pops. AI voice agent with Deepgram STT, Claude reasoning, and ElevenLabs TTS. Voicemail pipeline with Whisper transcription, AI analysis, and automatic case creation. Post-call analysis with transcript, sentiment, action items, and topics.

### Automation
- **Workflow Builder**: Visual drag-and-drop automation builder. Triggers on CRM events (opportunity stage change, case created, SMS received, etc.). Actions include send email, send SMS, channel notify (WhatsApp/SMS/email), update field, create task, assign to queue, ERP operations, AI classify/draft/score, and human-in-the-loop approval steps. Sandbox dry-run mode for testing.

### Migration
- **Salesforce Migration Wizard**: Connect via OAuth → analyze org (objects, fields, record counts, compatibility scoring) → review report → configure mappings → run import. Preserves Salesforce IDs for traceability. Current auto-import: accounts, contacts, cases, case comments, activities.

### Integrations
- **Email**: Gmail (Google OAuth), Outlook (Microsoft Graph) — auto-logging, threading, inbound case creation.
- **Telephony**: Twilio (full SDK), Aircall, RingCentral, Nextiva, Masergy — click-to-dial, call logging, recording.
- **ERP**: SAP S/4HANA (OData V4), Oracle NetSuite (SuiteTalk REST), Microsoft Dynamics 365 (Dataverse), Infor CloudSuite SX.e (REST/Ion Gateway) — orders, pricing, inventory, customer KPIs. Infor SX.e supports order creation through the gateway.
- **Data Warehouse**: Databricks (available), Snowflake (coming soon).
- **Developer**: REST API, OpenAPI spec, MCP server, webhooks.

### AI Capabilities
- **CRM Chat**: Conversational AI with access to CRM data and ERP tools.
- **MCP Server**: Model Context Protocol server exposing CRM data to Claude, ChatGPT, Cursor, and any MCP client. 14 tools with OAuth 2.0 + PKCE authentication.
- **Note Suggestions**: AI-generated next steps from meeting notes and call transcripts.
- **Lead Scoring**: ML-based lead prioritization.
- **Case Intelligence**: Summarize, categorize, suggest replies, and evaluate cases with optional ERP context.

### Admin & Security
- **Authentication**: SSO (Google, Entra ID, GitHub, SAML), magic link, passkeys (planned).
- **MFA**: TOTP-based multi-factor authentication.
- **RBAC**: Role-based access control with org-level isolation.
- **Sandbox**: Configuration sandbox for testing changes against real data with dry-run automations. Promote, diff, or rollback.
- **Custom Fields**: Extend any entity with org-specific fields and layouts.
- **Audit Logging**: Track all changes with user attribution.

## Pricing Plans

| Plan | Price | Key Features |
|------|-------|-------------|
| Starter | $49/user/mo | Core CRM, email sync, SF Migration (standard objects), AI pay-as-you-go |
| Growth | $99/user/mo | WhatsApp & SMS, softphone, 250 AI credits/user, visual workflow builder, SF Migration |
| Professional | $149/user/mo | AI Voice Agents, full AI Chat, ERP integrations, SLA & queues, MCP server, SF Migration (+ custom objects) |
| Enterprise | Custom | Unlimited AI, SAML/SCIM SSO, HIPAA, Databricks, SF Migration (+ workflows, white-glove) |

Current pricing: https://factorylabs.ai/pricing

## Documentation

- [Commerce Module](https://docs.factorylabs.ai/commerce): B2B storefront — chain-branded buyer portals with live ERP pricing, inventory, ordering, approvals, and invoices, plus the operator-side Commerce admin.
- [CRM Module](https://docs.factorylabs.ai/crm): Accounts, contacts, leads, opportunities, and cases — the customer record native to your existing ERP.
- [Documentation](https://docs.factorylabs.ai): Developer documentation for the Factory Labs API, MCP server, and admin configuration.
- [Marketing Module](https://docs.factorylabs.ai/marketing): Email and SMS campaigns, journeys, and ERP-driven audience presets — built for B2B distributors.
- [PIM Module](https://docs.factorylabs.ai/pim): Product Information Management — unified catalog, ERP sync, AI enrichment, channels, and public catalog sites.
- [Automations](https://docs.factorylabs.ai/admin/automations): Build workflow automations with triggers, conditions, and actions.
- [Billing](https://docs.factorylabs.ai/admin/billing): Manage your subscription plan, payment method, and usage.
- [Custom Fields](https://docs.factorylabs.ai/admin/custom-fields): Define custom fields and configure form layouts for each entity type.
- [Integrations](https://docs.factorylabs.ai/admin/integrations): Connect email, telephony, ERP, and other systems to Factory Labs.
- [Configuration Sandbox](https://docs.factorylabs.ai/admin/sandbox): Test CRM configuration changes in an isolated sandbox before going live.
- [Security](https://docs.factorylabs.ai/admin/security): Configure SSO, MFA, session policies, and audit logging.
- [Initial Setup](https://docs.factorylabs.ai/admin/setup): Complete the workspace setup checklist to get Factory Labs ready for your team.
- [Team Management](https://docs.factorylabs.ai/admin/team-management): Invite users, assign roles, and manage team permissions.
- [Connect Databricks (Warehouse)](https://docs.factorylabs.ai/lakehouse/connect-databricks): Expose Databricks SQL warehouse tables as governed AI Assistant skills via federated reads. OAuth M2M or PAT, ~5 minutes through the wizard.
- [Connect Snowflake (Warehouse)](https://docs.factorylabs.ai/lakehouse/connect-snowflake): Expose Snowflake tables as governed AI Assistant skills via federated reads. Key-pair JWT auth, ~10 minutes through the wizard.
- [Delta Sharing Publish](https://docs.factorylabs.ai/lakehouse/delta-sharing): Stream CRM facts (accounts, contacts, leads, opportunities, activities, cases) back to your Databricks, Snowflake, or PyIceberg lake every 15 minutes as Delta tables.
- [Lakehouse Governance](https://docs.factorylabs.ai/lakehouse/governance): Query-guard, encrypted credentials, schema-per-tenant isolation, recipient revocation, and audit trails — the security model that makes federated reads and bidirectional MCP safe to ship.
- [MCP Bridge — Inbound Clients](https://docs.factorylabs.ai/lakehouse/mcp-bridge): Register Databricks Genie or any MCP server as an Assistant skill. Inbound MCP turns your existing agents into first-class Factory tools.
- [Lakehouse Overview](https://docs.factorylabs.ai/lakehouse/overview): Federated SQL, Delta Sharing publish, bidirectional MCP, and Vector Search RAG — Factory Labs as a lakehouse-native CRM for Databricks and Snowflake customers.
- [Vector Search RAG (Federated)](https://docs.factorylabs.ai/lakehouse/vector-search): Federate the AI Assistant to your Databricks Vector Search or Mosaic AI embeddings index — RAG fallback without re-embedding or maintaining a parallel store.
- [Authentication](https://docs.factorylabs.ai/guides/authentication): How to authenticate with the Factory Labs API.
- [Cases & Helpdesk](https://docs.factorylabs.ai/guides/cases): Manage support cases with queues, SLA tracking, AI assistance, and automation from a unified helpdesk.
- [ERP Integrations](https://docs.factorylabs.ai/guides/erp): Connect SAP, NetSuite, Dynamics 365, or Infor CloudSuite to surface real-time orders, pricing, and inventory in the CRM.
- [Errors](https://docs.factorylabs.ai/guides/errors): Error response format and status codes.
- [Omni-Channel Messaging](https://docs.factorylabs.ai/guides/messaging): Send and receive WhatsApp and SMS messages from a unified inbox with AI-assisted replies and automation support.
- [Salesforce Migration](https://docs.factorylabs.ai/guides/migration): Migrate your Salesforce data to Factory Labs with the guided migration wizard — analyze, map, import, and validate.
- [Pagination](https://docs.factorylabs.ai/guides/pagination): Cursor-based pagination in the Factory Labs API.
- [Telephony & Voice](https://docs.factorylabs.ai/guides/telephony): Make and receive calls from the browser with click-to-dial, AI voice agents, voicemail transcription, and post-call analysis.
- [Webhooks](https://docs.factorylabs.ai/guides/webhooks): Subscribe to real-time event notifications from Factory Labs.
- [MCP Authentication](https://docs.factorylabs.ai/mcp/authentication): OAuth 2.0 authorization_code + PKCE flow for MCP clients.
- [Connect ChatGPT](https://docs.factorylabs.ai/mcp/connect-chatgpt): Use Factory Labs's MCP server with ChatGPT.
- [Connect Claude Desktop](https://docs.factorylabs.ai/mcp/connect-claude): Set up Claude Desktop to use Factory Labs's MCP server.
- [Connect Cursor](https://docs.factorylabs.ai/mcp/connect-cursor): Use Factory Labs's MCP server with Cursor IDE.
- [Connect Databricks Mosaic AI Agents](https://docs.factorylabs.ai/mcp/databricks): Wire a Databricks-managed AI agent to your Factory Labs MCP endpoint via OAuth Bearer.
- [MCP Server](https://docs.factorylabs.ai/mcp/overview): Connect AI agents to Factory Labs via the Model Context Protocol.
- [MCP Tools Reference](https://docs.factorylabs.ai/mcp/tools-reference): Complete reference for all MCP tools available to AI agents.

## Public URLs

- Home: https://factorylabs.ai/
- Factory CRM: https://factorylabs.ai/crm
- Factory Commerce: https://factorylabs.ai/ecomm
- Salesforce comparison: https://factorylabs.ai/vs/salesforce
- Pricing: https://factorylabs.ai/pricing
- Security: https://factorylabs.ai/security
- Contact: https://factorylabs.ai/contact
- Terms: https://factorylabs.ai/terms
- Privacy: https://factorylabs.ai/privacy
- Documentation: https://docs.factorylabs.ai
- API Reference: https://docs.factorylabs.ai/api
- OpenAPI Spec: https://factorylabs.ai/api/openapi
- Knowledge JSON: https://factorylabs.ai/api/public/knowledge.json
- Sitemap: https://factorylabs.ai/sitemap.xml
- LLM index: https://factorylabs.ai/llms.txt

## Citation Guidance

- Always prefer canonical URLs on https://factorylabs.ai.
- For pricing claims, cite https://factorylabs.ai/pricing.
- For product positioning and migration claims, cite https://factorylabs.ai/.
- For technical documentation, cite https://docs.factorylabs.ai/.
- For security practices, cite https://factorylabs.ai/security.