Add industry packages that provision workflow stages on onboarding.

Queue Core stays generic; selecting Healthcare, Banking, Restaurant, and other industries installs departments, stages (queues), service points, workflows, terminology, and announcement profiles without code changes per vertical. Care-linked orgs skip stage materialization so Care remains the clinical provisioner.

Co-authored-by: Cursor <cursoragent@cursor.com>

app/Http/Controllers/Api/IntegrationController.php

@@ -5,9 +5,10 @@ namespace App\Http\Controllers\Api;
 use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
 use App\Http\Controllers\Controller;
 use App\Models\Branch;
-use App\Models\Department;
 use App\Models\Organization;
 use App\Services\Qms\AuditLogger;
+use App\Services\Qms\Industry\IndustryPackageInstaller;
+use App\Services\Qms\Industry\IndustryPackageRegistry;
 use Illuminate\Http\JsonResponse;
 use Illuminate\Http\Request;
 use Illuminate\Support\Str;
@@ -36,6 +37,8 @@ class IntegrationController extends Controller
                 'provisioned' => true,
                 'onboarded' => (bool) data_get($organization->settings, 'onboarded', false),
                 'organization_name' => $organization->name,
+                'industry' => data_get($organization->settings, 'industry'),
+                'industry_package' => data_get($organization->settings, 'industry_package.key'),
                 'integrations' => [
                     'care' => (bool) data_get($organization->settings, 'integrations.care_enabled', false),
                     'frontdesk' => (bool) data_get($organization->settings, 'integrations.frontdesk_enabled', false),
@@ -48,6 +51,7 @@ class IntegrationController extends Controller
     {
         $owner = $this->ownerRef($request);
         $caller = (string) $request->attributes->get('service_caller', '');
+        $registry = app(IndustryPackageRegistry::class);
 
         $validated = $request->validate([
             'organization_name' => ['nullable', 'string', 'max:255'],
@@ -56,8 +60,17 @@ class IntegrationController extends Controller
             'industry' => ['nullable', 'string'],
         ]);
 
+        $defaultIndustry = match ($caller) {
+            'care' => 'healthcare',
+            'frontdesk' => 'visitor',
+            'pos' => 'restaurant',
+            default => 'custom',
+        };
+        $industry = $registry->resolveKey($validated['industry'] ?? $defaultIndustry);
+
         $organization = Organization::owned($owner)->first();
         $created = false;
+        $branch = null;
 
         if (! $organization) {
             $created = true;
@@ -69,7 +82,7 @@ class IntegrationController extends Controller
                 'timezone' => $validated['timezone'] ?? config('app.timezone', 'UTC'),
                 'settings' => [
                     'onboarded' => true,
-                    'industry' => $validated['industry'] ?? ($caller === 'care' ? 'healthcare' : 'visitor'),
+                    'industry' => $industry,
                     'appointment_mode' => 'hybrid',
                     'integrations' => [
                         'care_enabled' => false,
@@ -85,25 +98,47 @@ class IntegrationController extends Controller
                 'is_active' => true,
             ]);
 
-            Department::create([
-                'owner_ref' => $owner,
-                'branch_id' => $branch->id,
-                'name' => 'Reception',
-                'type' => 'reception',
-                'is_active' => true,
-            ]);
-
             AuditLogger::record($owner, 'organization.created', $organization->id, $owner, Organization::class, $organization->id);
+        } else {
+            $branch = Branch::query()
+                ->where('organization_id', $organization->id)
+                ->where('is_active', true)
+                ->orderBy('id')
+                ->first();
+
+            if (! $branch) {
+                $branch = Branch::create([
+                    'owner_ref' => $owner,
+                    'organization_id' => $organization->id,
+                    'name' => $validated['branch_name'] ?? 'Main branch',
+                    'is_active' => true,
+                ]);
+            }
         }
 
         if (in_array($caller, ['care', 'frontdesk'], true)) {
             $this->syncIntegrationFlag($organization->fresh(), $caller, true);
+            $organization = $organization->fresh();
         }
 
+        // Care owns clinical stage graphs; still apply healthcare terminology/package metadata.
+        $packageResult = app(IndustryPackageInstaller::class)->install(
+            $organization->fresh(),
+            $branch,
+            $industry,
+            [
+                'actor_ref' => $owner,
+                'skip_stages' => $caller === 'care',
+                'include_optional' => true,
+            ],
+        );
+
         return response()->json([
             'data' => [
                 'provisioned' => true,
                 'organization_name' => $organization->fresh()->name,
+                'industry' => $industry,
+                'industry_package' => $packageResult,
                 'integrations' => [
                     'care' => (bool) data_get($organization->fresh()->settings, 'integrations.care_enabled', false),
                     'frontdesk' => (bool) data_get($organization->fresh()->settings, 'integrations.frontdesk_enabled', false),

app/Http/Controllers/Qms/OnboardingController.php

@@ -4,6 +4,7 @@ namespace App\Http\Controllers\Qms;
 
 use App\Http\Controllers\Controller;
 use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Services\Qms\Industry\IndustryPackageRegistry;
 use App\Services\Qms\OrganizationResolver;
 use App\Support\OrganizationBranding;
 use Illuminate\Http\RedirectResponse;
@@ -16,6 +17,7 @@ class OnboardingController extends Controller
 
     public function __construct(
         protected OrganizationResolver $organizations,
+        protected IndustryPackageRegistry $packages,
     ) {}
 
     public function show(Request $request): View|RedirectResponse
@@ -24,10 +26,18 @@ class OnboardingController extends Controller
             return redirect()->route('qms.dashboard');
         }
 
+        $industries = [];
+        foreach ($this->packages->all() as $package) {
+            $industries[$package->key] = [
+                'label' => $package->label(),
+                'description' => $package->description(),
+            ];
+        }
+
         return view('qms.onboarding.show', [
             'user' => $request->user(),
             'timezones' => timezone_identifiers_list(),
-            'industries' => config('qms.industry_templates'),
+            'industries' => $industries,
             'appointmentModes' => config('qms.appointment_modes'),
         ]);
     }
@@ -40,7 +50,7 @@ class OnboardingController extends Controller
 
         $validated = $request->validate([
             'organization_name' => ['required', 'string', 'max:255'],
-            'industry' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.industry_templates')))],
+            'industry' => ['required', 'string', 'in:'.implode(',', array_keys(config('industry_packages.packages', [])))],
             'appointment_mode' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.appointment_modes')))],
             'branch_name' => ['required', 'string', 'max:255'],
             'branch_address' => ['nullable', 'string', 'max:500'],
@@ -57,6 +67,11 @@ class OnboardingController extends Controller
             ]);
         }
 
-        return redirect()->route('qms.dashboard')->with('success', 'Welcome to Ladill Queue!');
+        $packageLabel = $this->packages->get($validated['industry'])?->label() ?? 'your industry';
+
+        return redirect()->route('qms.dashboard')->with(
+            'success',
+            "Welcome to Ladill Queue — {$packageLabel} workflow provisioned."
+        );
     }
 }

app/Http/Controllers/Qms/SettingsController.php

@@ -6,6 +6,8 @@ use App\Http\Controllers\Controller;
 use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
 use App\Models\Branch;
 use App\Services\Qms\AuditLogger;
+use App\Services\Qms\Industry\IndustryPackageInstaller;
+use App\Services\Qms\Industry\IndustryPackageRegistry;
 use App\Services\Qms\PlanService;
 use App\Services\Qms\QmsPermissions;
 use App\Support\OrganizationBranding;
@@ -17,7 +19,7 @@ class SettingsController extends Controller
 {
     use ScopesToAccount;
 
-    public function edit(Request $request, PlanService $plans): View
+    public function edit(Request $request, PlanService $plans, IndustryPackageRegistry $packages): View
     {
         $this->authorizeAbility($request, 'settings.view');
         $organization = $this->organization($request);
@@ -29,12 +31,19 @@ class SettingsController extends Controller
             ->where('organization_id', $organization->id)
             ->count();
 
+        $packageKey = data_get($organization->settings, 'industry_package.key')
+            ?? data_get($organization->settings, 'industry')
+            ?? 'custom';
+        $activePackage = $packages->get($packageKey);
+
         return view('qms.settings.edit', [
             'organization' => $organization,
             'canManage' => $canManage,
             'branchCount' => $branchCount,
             'appointmentModes' => config('qms.appointment_modes'),
-            'industries' => config('qms.industry_templates'),
+            'industries' => $packages->labels(),
+            'activePackage' => $activePackage,
+            'packageMeta' => data_get($organization->settings, 'industry_package'),
             'hasPaidPlan' => $plans->hasPaidPlan($organization),
             'isPro' => $plans->isPro($organization),
             'isEnterprise' => $plans->isEnterprise($organization),
@@ -57,7 +66,7 @@ class SettingsController extends Controller
             'name' => ['required', 'string', 'max:255'],
             'timezone' => ['required', 'timezone'],
             'appointment_mode' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.appointment_modes')))],
-            'industry' => ['nullable', 'string'],
+            'industry' => ['nullable', 'string', 'in:'.implode(',', array_keys(config('industry_packages.packages', [])))],
             'notifications_enabled' => ['boolean'],
             'care_integration_enabled' => ['nullable', 'boolean'],
             'frontdesk_integration_enabled' => ['nullable', 'boolean'],
@@ -67,6 +76,7 @@ class SettingsController extends Controller
 
         $settings = $organization->settings ?? [];
         $settings['appointment_mode'] = $validated['appointment_mode'];
+        $previousIndustry = $settings['industry'] ?? null;
         $settings['industry'] = $validated['industry'] ?? $settings['industry'] ?? null;
         $settings['notifications_enabled'] = $request->boolean('notifications_enabled', true);
         $integrations = $settings['integrations'] ?? [];
@@ -98,6 +108,54 @@ class SettingsController extends Controller
 
         AuditLogger::record($owner, 'organization.updated', $organization->id, $owner, \App\Models\Organization::class, $organization->id);
 
-        return back()->with('success', 'Settings saved.');
+        $industryChanged = $settings['industry'] && $settings['industry'] !== $previousIndustry;
+        if ($industryChanged) {
+            $branch = Branch::query()
+                ->where('organization_id', $organization->id)
+                ->where('is_active', true)
+                ->orderBy('id')
+                ->first();
+            if ($branch) {
+                app(IndustryPackageInstaller::class)->install($organization->fresh(), $branch, $settings['industry'], [
+                    'actor_ref' => $owner,
+                ]);
+            }
+        }
+
+        return back()->with('success', $industryChanged
+            ? 'Settings saved. Industry package re-provisioned.'
+            : 'Settings saved.');
+    }
+
+    public function reinstallPackage(Request $request, IndustryPackageInstaller $installer): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'settings.manage');
+        $organization = $this->organization($request);
+        $owner = $this->ownerRef($request);
+
+        $branch = Branch::query()
+            ->where('organization_id', $organization->id)
+            ->where('is_active', true)
+            ->orderBy('id')
+            ->first();
+
+        if (! $branch) {
+            return back()->with('error', 'Add a branch before reinstalling the industry package.');
+        }
+
+        $key = data_get($organization->settings, 'industry', 'custom');
+        $result = $installer->install($organization, $branch, $key, [
+            'actor_ref' => $owner,
+            'include_optional' => true,
+        ]);
+
+        $message = 'Industry package synced.';
+        if (($result['skipped_reason'] ?? null) === 'plan_queue_limit') {
+            $message .= ' Some stages were skipped because of your plan queue limit — upgrade to Pro for the full template.';
+        } elseif (($result['skipped_reason'] ?? null) === 'stages_managed_by_integration') {
+            $message .= ' Stages are managed by Ladill Care; terminology and announcements were updated.';
+        }
+
+        return back()->with('success', $message);
     }
 }

app/Services/Qms/Industry/IndustryPackage.php

@@ -0,0 +1,105 @@
+<?php
+
+namespace App\Services\Qms\Industry;
+
+/**
+ * Read-only view of a configured industry package.
+ *
+ * @phpstan-type StageDef array{
+ *   code: string,
+ *   department: string,
+ *   name: string,
+ *   prefix: string,
+ *   strategy?: string,
+ *   routing_mode?: string,
+ *   routing_strategy?: string,
+ *   optional?: bool,
+ *   service_points?: list<array{name: string, destination?: string, code?: string}>
+ * }
+ */
+class IndustryPackage
+{
+    /**
+     * @param  array<string, mixed>  $definition
+     */
+    public function __construct(
+        public readonly string $key,
+        public readonly array $definition,
+    ) {}
+
+    public function label(): string
+    {
+        return (string) ($this->definition['label'] ?? $this->key);
+    }
+
+    public function description(): string
+    {
+        return (string) ($this->definition['description'] ?? '');
+    }
+
+    public function ticketEntity(): string
+    {
+        return (string) ($this->definition['ticket_entity'] ?? 'customer');
+    }
+
+    public function displayLayout(): string
+    {
+        return (string) ($this->definition['display_layout'] ?? 'standard');
+    }
+
+    /**
+     * @return array<string, string>
+     */
+    public function terminology(): array
+    {
+        return (array) ($this->definition['terminology'] ?? []);
+    }
+
+    /**
+     * @return array<string, string>
+     */
+    public function announcement(): array
+    {
+        return (array) ($this->definition['announcement'] ?? []);
+    }
+
+    /**
+     * @return list<string>
+     */
+    public function kpis(): array
+    {
+        return array_values((array) ($this->definition['kpis'] ?? []));
+    }
+
+    /**
+     * @return array{name: string, description?: string}
+     */
+    public function workflowMeta(): array
+    {
+        return (array) ($this->definition['workflow'] ?? ['name' => $this->label().' workflow']);
+    }
+
+    /**
+     * @return list<array{code: string, name: string, type: string}>
+     */
+    public function departments(): array
+    {
+        return array_values((array) ($this->definition['departments'] ?? []));
+    }
+
+    /**
+     * @return list<StageDef>
+     */
+    public function stages(): array
+    {
+        return array_values((array) ($this->definition['stages'] ?? []));
+    }
+
+    /**
+     * @return list<string>
+     */
+    public function integrations(): array
+    {
+        return array_values((array) ($this->definition['integrations'] ?? []));
+    }
+}

app/Services/Qms/Industry/IndustryPackageInstaller.php

@@ -0,0 +1,404 @@
+<?php
+
+namespace App\Services\Qms\Industry;
+
+use App\Models\Branch;
+use App\Models\Counter;
+use App\Models\Department;
+use App\Models\Organization;
+use App\Models\ServiceQueue;
+use App\Models\Workflow;
+use App\Models\WorkflowStep;
+use App\Services\Qms\AuditLogger;
+use App\Services\Qms\PlanService;
+use Illuminate\Support\Facades\DB;
+
+/**
+ * Materializes an industry package onto Queue Core entities.
+ *
+ * Stage → ServiceQueue, Service Point → Counter, Worker remains Member/staff_ref.
+ * Idempotent via settings.external_key / departments.external_key.
+ */
+class IndustryPackageInstaller
+{
+    public function __construct(
+        protected IndustryPackageRegistry $registry,
+        protected PlanService $plans,
+    ) {}
+
+    /**
+     * @param  array{skip_stages?: bool, include_optional?: bool, actor_ref?: string|null}  $options
+     * @return array{
+     *   package: string,
+     *   departments: int,
+     *   stages: int,
+     *   service_points: int,
+     *   workflow_id: int|null,
+     *   skipped_stages: list<string>,
+     *   skipped_reason: string|null
+     * }
+     */
+    public function install(Organization $organization, Branch $branch, ?string $packageKey = null, array $options = []): array
+    {
+        $key = $this->registry->resolveKey($packageKey ?? data_get($organization->settings, 'industry'));
+        $package = $this->registry->get($key);
+        if (! $package) {
+            $package = $this->registry->get('custom');
+            $key = 'custom';
+        }
+
+        $skipStages = (bool) ($options['skip_stages'] ?? false);
+        $includeOptional = (bool) ($options['include_optional'] ?? true);
+        $actor = $options['actor_ref'] ?? $organization->owner_ref;
+
+        // Care (and similar) own clinical stage provisioning — still apply terminology.
+        if (! $skipStages && data_get($organization->settings, 'integrations.care_enabled') && $key === 'healthcare') {
+            $skipStages = true;
+        }
+
+        $result = [
+            'package' => $key,
+            'departments' => 0,
+            'stages' => 0,
+            'service_points' => 0,
+            'workflow_id' => null,
+            'skipped_stages' => [],
+            'skipped_reason' => $skipStages ? 'stages_managed_by_integration' : null,
+        ];
+
+        return DB::transaction(function () use ($organization, $branch, $package, $key, $skipStages, $includeOptional, $actor, &$result) {
+            $this->applyPackageSettings($organization, $package);
+
+            $departmentsByCode = [];
+            foreach ($package->departments() as $deptDef) {
+                $department = $this->upsertDepartment($organization, $branch, $key, $deptDef);
+                $departmentsByCode[$deptDef['code']] = $department;
+                $result['departments']++;
+            }
+
+            $queuesByCode = [];
+            if (! $skipStages) {
+                $maxQueues = $this->plans->maxQueues($organization);
+                $existingCount = ServiceQueue::query()
+                    ->where('organization_id', $organization->id)
+                    ->whereNull('deleted_at')
+                    ->count();
+
+                foreach ($package->stages() as $stageDef) {
+                    if (! $includeOptional && ($stageDef['optional'] ?? false)) {
+                        $result['skipped_stages'][] = $stageDef['code'];
+                        continue;
+                    }
+
+                    $already = ServiceQueue::query()
+                        ->where('organization_id', $organization->id)
+                        ->where('branch_id', $branch->id)
+                        ->where('settings->external_key', $this->stageExternalKey($key, $stageDef['code'], $branch->id))
+                        ->exists();
+
+                    if (! $already && $maxQueues !== null && $existingCount >= $maxQueues) {
+                        $result['skipped_stages'][] = $stageDef['code'];
+                        $result['skipped_reason'] = 'plan_queue_limit';
+                        continue;
+                    }
+
+                    $department = $departmentsByCode[$stageDef['department']] ?? null;
+                    $queue = $this->upsertStage($organization, $branch, $department, $key, $stageDef);
+                    if (! $already) {
+                        $existingCount++;
+                    }
+                    $queuesByCode[$stageDef['code']] = $queue;
+                    $result['stages']++;
+
+                    foreach ($stageDef['service_points'] ?? [] as $index => $pointDef) {
+                        $this->upsertServicePoint($organization, $branch, $department, $queue, $key, $stageDef['code'], $pointDef, $index);
+                        $result['service_points']++;
+                    }
+                }
+
+                $workflow = $this->upsertWorkflow($organization, $branch, $package, $key, $queuesByCode);
+                $result['workflow_id'] = $workflow?->id;
+            }
+
+            $settings = $organization->settings ?? [];
+            $settings['industry'] = $key;
+            $settings['industry_package'] = [
+                'key' => $key,
+                'version' => (int) config('industry_packages.version', 1),
+                'installed_at' => now()->toIso8601String(),
+                'branch_id' => $branch->id,
+                'stages_installed' => array_keys($queuesByCode),
+                'skipped_stages' => $result['skipped_stages'],
+                'skipped_reason' => $result['skipped_reason'],
+                'ticket_entity' => $package->ticketEntity(),
+                'terminology' => $package->terminology(),
+                'announcement' => $package->announcement(),
+                'display_layout' => $package->displayLayout(),
+                'kpis' => $package->kpis(),
+            ];
+            $organization->update(['settings' => $settings]);
+
+            AuditLogger::record(
+                $organization->owner_ref,
+                'organization.updated',
+                $organization->id,
+                $actor,
+                Organization::class,
+                $organization->id,
+                ['industry_package' => $key, 'install' => $result],
+            );
+
+            return $result;
+        });
+    }
+
+    protected function applyPackageSettings(Organization $organization, IndustryPackage $package): void
+    {
+        // Persisted fully after install; noop placeholder for future hooks.
+        unset($organization, $package);
+    }
+
+    /**
+     * @param  array{code: string, name: string, type?: string}  $deptDef
+     */
+    protected function upsertDepartment(Organization $organization, Branch $branch, string $packageKey, array $deptDef): Department
+    {
+        $externalKey = $this->departmentExternalKey($packageKey, $deptDef['code'], $branch->id);
+
+        $department = Department::query()
+            ->where('branch_id', $branch->id)
+            ->where('external_key', $externalKey)
+            ->first();
+
+        if (! $department) {
+            $department = Department::query()
+                ->where('branch_id', $branch->id)
+                ->where('name', $deptDef['name'])
+                ->whereNull('external_key')
+                ->first();
+        }
+
+        if ($department) {
+            $department->update([
+                'name' => $deptDef['name'],
+                'type' => $deptDef['type'] ?? 'general',
+                'external_key' => $externalKey,
+                'is_active' => true,
+            ]);
+
+            return $department->fresh();
+        }
+
+        return Department::create([
+            'owner_ref' => $organization->owner_ref,
+            'branch_id' => $branch->id,
+            'name' => $deptDef['name'],
+            'type' => $deptDef['type'] ?? 'general',
+            'external_key' => $externalKey,
+            'is_active' => true,
+        ]);
+    }
+
+    /**
+     * @param  array<string, mixed>  $stageDef
+     */
+    protected function upsertStage(
+        Organization $organization,
+        Branch $branch,
+        ?Department $department,
+        string $packageKey,
+        array $stageDef,
+    ): ServiceQueue {
+        $externalKey = $this->stageExternalKey($packageKey, $stageDef['code'], $branch->id);
+
+        $queue = ServiceQueue::query()
+            ->where('organization_id', $organization->id)
+            ->where('branch_id', $branch->id)
+            ->where('settings->external_key', $externalKey)
+            ->first();
+
+        $settings = [
+            'external_key' => $externalKey,
+            'routing_mode' => $stageDef['routing_mode'] ?? 'shared_pool',
+            'routing_strategy' => $stageDef['routing_strategy'] ?? 'round_robin',
+            'industry_package' => $packageKey,
+            'stage_code' => $stageDef['code'],
+            'optional' => (bool) ($stageDef['optional'] ?? false),
+        ];
+
+        if ($queue) {
+            $queue->update([
+                'department_id' => $department?->id,
+                'name' => $stageDef['name'],
+                'prefix' => $stageDef['prefix'],
+                'strategy' => $stageDef['strategy'] ?? 'fifo',
+                'settings' => array_merge($queue->settings ?? [], $settings),
+                'is_active' => true,
+            ]);
+
+            return $queue->fresh();
+        }
+
+        return ServiceQueue::create([
+            'owner_ref' => $organization->owner_ref,
+            'organization_id' => $organization->id,
+            'branch_id' => $branch->id,
+            'department_id' => $department?->id,
+            'name' => $stageDef['name'],
+            'prefix' => $stageDef['prefix'],
+            'strategy' => $stageDef['strategy'] ?? 'fifo',
+            'settings' => $settings,
+            'is_active' => true,
+            'is_paused' => false,
+            'ticket_sequence' => 0,
+        ]);
+    }
+
+    /**
+     * @param  array{name: string, destination?: string, code?: string}  $pointDef
+     */
+    protected function upsertServicePoint(
+        Organization $organization,
+        Branch $branch,
+        ?Department $department,
+        ServiceQueue $queue,
+        string $packageKey,
+        string $stageCode,
+        array $pointDef,
+        int $index,
+    ): Counter {
+        $code = $pointDef['code'] ?? strtoupper(substr($stageCode, 0, 2)).($index + 1);
+        $externalKey = $this->pointExternalKey($packageKey, $stageCode, $code, $branch->id);
+
+        $counter = Counter::query()
+            ->where('organization_id', $organization->id)
+            ->where('branch_id', $branch->id)
+            ->where('settings->external_key', $externalKey)
+            ->first();
+
+        $attributes = [
+            'department_id' => $department?->id,
+            'name' => $pointDef['name'],
+            'code' => $code,
+            'destination' => $pointDef['destination'] ?? $pointDef['name'],
+            'status' => 'available',
+            'settings' => [
+                'external_key' => $externalKey,
+                'industry_package' => $packageKey,
+                'stage_code' => $stageCode,
+            ],
+            'is_active' => true,
+        ];
+
+        if ($counter) {
+            $counter->update(array_merge($attributes, [
+                'settings' => array_merge($counter->settings ?? [], $attributes['settings']),
+            ]));
+            $counter = $counter->fresh();
+        } else {
+            $counter = Counter::create(array_merge($attributes, [
+                'owner_ref' => $organization->owner_ref,
+                'organization_id' => $organization->id,
+                'branch_id' => $branch->id,
+            ]));
+        }
+
+        if (! $queue->counters()->where('queue_counters.id', $counter->id)->exists()) {
+            $queue->counters()->attach($counter->id, ['priority' => $index]);
+        }
+
+        return $counter;
+    }
+
+    /**
+     * @param  array<string, ServiceQueue>  $queuesByCode
+     */
+    protected function upsertWorkflow(
+        Organization $organization,
+        Branch $branch,
+        IndustryPackage $package,
+        string $packageKey,
+        array $queuesByCode,
+    ): ?Workflow {
+        if ($queuesByCode === []) {
+            return null;
+        }
+
+        $meta = $package->workflowMeta();
+        $externalKey = "industry:{$packageKey}:workflow:{$branch->id}";
+
+        $workflow = Workflow::query()
+            ->where('organization_id', $organization->id)
+            ->where('branch_id', $branch->id)
+            ->where('settings->external_key', $externalKey)
+            ->first();
+
+        if (! $workflow) {
+            $workflow = Workflow::create([
+                'owner_ref' => $organization->owner_ref,
+                'organization_id' => $organization->id,
+                'branch_id' => $branch->id,
+                'name' => $meta['name'] ?? $package->label().' workflow',
+                'description' => $meta['description'] ?? null,
+                'industry_template' => $packageKey,
+                'is_active' => true,
+                'settings' => ['external_key' => $externalKey],
+            ]);
+        } else {
+            $workflow->update([
+                'name' => $meta['name'] ?? $workflow->name,
+                'description' => $meta['description'] ?? $workflow->description,
+                'industry_template' => $packageKey,
+                'is_active' => true,
+                'settings' => array_merge($workflow->settings ?? [], ['external_key' => $externalKey]),
+            ]);
+        }
+
+        $sort = 1;
+        foreach ($package->stages() as $stageDef) {
+            $queue = $queuesByCode[$stageDef['code']] ?? null;
+            if (! $queue) {
+                continue;
+            }
+
+            $step = WorkflowStep::query()
+                ->where('workflow_id', $workflow->id)
+                ->where('service_queue_id', $queue->id)
+                ->first();
+
+            if ($step) {
+                $step->update([
+                    'name' => $stageDef['name'],
+                    'sort_order' => $sort,
+                    'settings' => ['stage_code' => $stageDef['code']],
+                ]);
+            } else {
+                WorkflowStep::create([
+                    'workflow_id' => $workflow->id,
+                    'service_queue_id' => $queue->id,
+                    'name' => $stageDef['name'],
+                    'sort_order' => $sort,
+                    'settings' => ['stage_code' => $stageDef['code']],
+                ]);
+            }
+            $sort++;
+        }
+
+        return $workflow->fresh(['steps']);
+    }
+
+    public function departmentExternalKey(string $packageKey, string $code, int $branchId): string
+    {
+        return "industry:{$packageKey}:dept:{$code}:{$branchId}";
+    }
+
+    public function stageExternalKey(string $packageKey, string $code, int $branchId): string
+    {
+        return "industry:{$packageKey}:stage:{$code}:{$branchId}";
+    }
+
+    public function pointExternalKey(string $packageKey, string $stageCode, string $pointCode, int $branchId): string
+    {
+        return "industry:{$packageKey}:point:{$stageCode}:{$pointCode}:{$branchId}";
+    }
+}

app/Services/Qms/Industry/IndustryPackageRegistry.php

@@ -0,0 +1,60 @@
+<?php
+
+namespace App\Services\Qms\Industry;
+
+class IndustryPackageRegistry
+{
+    /**
+     * @return array<string, string> key => label
+     */
+    public function labels(): array
+    {
+        $labels = [];
+        foreach (array_keys(config('industry_packages.packages', [])) as $key) {
+            $package = $this->get($key);
+            if ($package) {
+                $labels[$key] = $package->label();
+            }
+        }
+
+        return $labels;
+    }
+
+    public function get(string $key): ?IndustryPackage
+    {
+        $definition = config("industry_packages.packages.{$key}");
+        if (! is_array($definition)) {
+            return null;
+        }
+
+        return new IndustryPackage($key, $definition);
+    }
+
+    public function has(string $key): bool
+    {
+        return $this->get($key) !== null;
+    }
+
+    /**
+     * @return list<IndustryPackage>
+     */
+    public function all(): array
+    {
+        $packages = [];
+        foreach (array_keys(config('industry_packages.packages', [])) as $key) {
+            $package = $this->get($key);
+            if ($package) {
+                $packages[] = $package;
+            }
+        }
+
+        return $packages;
+    }
+
+    public function resolveKey(?string $key): string
+    {
+        $key = $key ?: 'custom';
+
+        return $this->has($key) ? $key : 'custom';
+    }
+}

app/Services/Qms/OrganizationResolver.php

@@ -3,10 +3,11 @@
 namespace App\Services\Qms;
 
 use App\Models\Branch;
-use App\Models\Department;
 use App\Models\Member;
 use App\Models\Organization;
 use App\Models\User;
+use App\Services\Qms\Industry\IndustryPackageInstaller;
+use App\Services\Qms\Industry\IndustryPackageRegistry;
 use Illuminate\Support\Str;
 
 class OrganizationResolver
@@ -69,6 +70,8 @@ class OrganizationResolver
     public function completeOnboarding(User $user, array $data): Organization
     {
         $ref = $user->ownerRef();
+        $registry = app(IndustryPackageRegistry::class);
+        $industry = $registry->resolveKey($data['industry'] ?? 'custom');
 
         $organization = Organization::create([
             'owner_ref' => $ref,
@@ -77,7 +80,7 @@ class OrganizationResolver
             'timezone' => $data['timezone'] ?? config('app.timezone', 'UTC'),
             'settings' => [
                 'onboarded' => true,
-                'industry' => $data['industry'] ?? 'custom',
+                'industry' => $industry,
                 'appointment_mode' => $data['appointment_mode'] ?? 'hybrid',
             ],
         ]);
@@ -93,18 +96,15 @@ class OrganizationResolver
             'is_active' => true,
         ]);
 
-        Department::create([
-            'owner_ref' => $ref,
-            'branch_id' => $branch->id,
-            'name' => 'General Reception',
-            'type' => 'reception',
-            'is_active' => true,
-        ]);
-
         AuditLogger::record($ref, 'organization.created', $organization->id, $ref, Organization::class, $organization->id);
         AuditLogger::record($ref, 'branch.created', $organization->id, $ref, Branch::class, $branch->id);
 
-        return $organization;
+        app(IndustryPackageInstaller::class)->install($organization->fresh(), $branch, $industry, [
+            'actor_ref' => $ref,
+            'include_optional' => true,
+        ]);
+
+        return $organization->fresh();
     }
 
     public function branchScope(?Member $member): ?int

app/Services/Qms/VoiceAnnouncementService.php

@@ -11,6 +11,7 @@ class VoiceAnnouncementService
     public function announceCalled(Ticket $ticket, Counter $counter, ?string $locale = null): VoiceAnnouncement
     {
         $locale ??= data_get($ticket->serviceQueue?->settings, 'announcement_locale', 'en');
+        $ticket->loadMissing(['organization', 'serviceQueue']);
         $message = $this->buildMessage($ticket, $counter, $locale);
 
         return VoiceAnnouncement::create([
@@ -29,27 +30,37 @@ class VoiceAnnouncementService
 
     protected function buildMessage(Ticket $ticket, Counter $counter, string $locale): string
     {
-        $templates = config('qms.announcement_templates');
-        $template = $templates[$locale] ?? $templates['en'];
         $destination = $counter->displayDestination();
         $staff = trim((string) ($counter->staff_display_name ?? ''));
         $queueName = trim((string) ($ticket->serviceQueue?->name ?? ''));
 
-        // Prefer rich healthcare-style copy when staff is known:
-        // "A005, Dr. Mensah, Consultation Room 4."
-        if ($staff !== '') {
-            $parts = array_values(array_filter([
-                $ticket->ticket_number,
-                $staff,
-                $queueName !== '' ? $queueName.' '.$destination : $destination,
-            ]));
+        $industryAnnouncement = (array) data_get($ticket->organization?->settings, 'industry_package.announcement', []);
+        $global = config('qms.announcement_templates', []);
 
-            return implode(', ', $parts).'.';
+        if ($staff !== '') {
+            $richDestination = $queueName !== '' && ! str_contains(strtolower($destination), strtolower($queueName))
+                ? trim($queueName.' '.$destination)
+                : $destination;
+            $template = $industryAnnouncement['with_staff']
+                ?? $global['with_staff']
+                ?? ':ticket, :staff, :destination.';
+
+            return rtrim(str_replace(
+                [':ticket', ':staff', ':destination', ':counter'],
+                [$ticket->ticket_number, $staff, $richDestination, $richDestination],
+                $template,
+            ), '.').'.';
         }
 
+        $template = $industryAnnouncement[$locale]
+            ?? $industryAnnouncement['en']
+            ?? $global[$locale]
+            ?? $global['en']
+            ?? 'Ticket :ticket, please proceed to :destination.';
+
         return str_replace(
-            [':ticket', ':counter'],
-            [$ticket->ticket_number, $destination],
+            [':ticket', ':destination', ':counter'],
+            [$ticket->ticket_number, $destination, $destination],
             $template,
         );
     }