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Projects & phases

How projects are structured: templates, phases, milestones, task dependencies, and health metrics. This guide is the foundation of an implementation manager's job.

Project structure

Every project consists of phases; each phase has milestones; each milestone has tasks. Tasks can be internal or customer-facing (visible in the portal).

Creating a project

  1. In the /projects queue, click Create.
  2. Pick a template, or start with an empty project.
  3. Fill in the customer's name, the go-live date, and an owner.
  4. Optionally: link a Customer Account (the CRM record).
  5. Done — the project lands in the queue with a starting set of tasks.

Phases

The default template has four phases: Kick-off, Discovery, Setup, Launch. A phase moves to Completed automatically once all of its milestones are closed. You can manually move a phase back into progress — the system keeps a record in the audit log.

Milestones

A milestone is a concrete deliverable with a date and an owner. It has a status, progress (based on closed tasks), and an approval flow. Once the last task in a milestone is accepted, the milestone closes.

Tasks and dependencies

Tasks can depend on each other: Task A blocks Task B. Task B doesn't surface in the customer portal until A is closed. Dependencies are visible on the project's Gantt chart and in the task detail view.

Tip

Don't overuse dependencies. If a task has 5+ dependencies, it's probably worth splitting into smaller ones.

Health and risk

A project's health indicator is calculated automatically:

  • Green — every milestone is on track, customer activity is normal.
  • Yellow — schedule slip under 5 days, or the customer has been silent for 3+ days.
  • Red — slip over 5 days, blockers with no owner, or the customer has gone dark for 7+ days.

Project templates

Create a template once in /templates and reuse it for every new customer. A template bundles phases, milestones, tasks, forms, and automations. Changes to a template never affect projects already created from it — only new ones.

Queues and views

Any filter in /projects can be saved as a named view. Views can be personal or shared. Common saved views: My overdue, Health = Red, No update in 5 days.