WhatsApp AI Support Setup
Publicada el 2026-07-19
Descripción de la oferta
TERMS OF REFERENCE CONFIGURATION AND IMPLEMENTATION OF THE SAVANNA TANKS WHATSAPP AI ENQUIRY SYSTEM USING RESPOND.IO 1. PROJECT OVERVIEW Savanna Tanks requires an experienced Respond.io specialist to configure and implement a WhatsApp AI enquiry and lead qualification system. The system must answer approved questions, conduct pre-sales discussions, collect customer and tank information, receive files, identify missing information, generate enquiry summaries, assign enquiries, allow human takeover and support follow-up and reporting. This is a Respond.io configuration project, not a new platform development. 2. OBJECTIVES AND PLATFORM The solution must use current Respond.io functions, including WhatsApp, AI Agents, knowledge sources, contact fields, workflows, assignments, summaries, human takeover, reporting and approved integrations. The AI must use approved Savanna Tanks information, allow general discussion before qualification, recognise quotation or technical review requirements, collect sufficient information and prepare a structured enquiry summary. The AI must not issue prices, engineering approvals or contractual commitments. Unofficial WhatsApp automation and unsupported software will not be accepted. Any paid external service must be disclosed and approved. 3. PHASE 1 SCOPE Phase 1 shall include one workspace, one WhatsApp Business number, English conversations, product information, lead qualification, document receipt, sales assignment, human takeover, reporting, training and handover. The system must allow additional numbers, users and workflows to be added later. 4. PRODUCTS AND INFORMATION TO BE COLLECTED The AI must use approved information on GRP, galvanised steel and glass-fused-to-steel tanks, ground and elevated tanks, stands, applications, repairs, accessories, delivery and installation. When a specific requirement is identified, the AI must collect: * Customer name, company, mobile number and email * Country and project location * Consultant, contractor and end user * Tender or enquiry reference and closing date * Application, capacity, tank type and dimensions * Number of tanks * Ground or elevated installation and stand height * Supply only or supply and installation * Foundation requirement * Delivery location and required date * Applicable specifications or standards * Connection sizes, flange standard and accessories where known Customers may state that information is unknown or will follow. The AI must not invent technical information. 5. DOCUMENT HANDLING Customers must be able to submit specifications, drawings, bills of quantities, photographs, tender documents, spreadsheets and site sketches. The system must link files to the correct enquiry, retain them in the conversation history, make them available to authorised staff and include them in the enquiry summary. The AI must not make final engineering conclusions without human review. 6. KNOWLEDGE BASE The specialist must create a customer-facing knowledge base covering: * Company profile, history and export capability * Tank products, applications and elevated stands * Repairs, maintenance, accessories and pipe connections * Delivery, installation and foundation responsibilities * Project references and frequently asked questions * Information required for quotation * Approved warranties and exclusions * Matters requiring sales or engineering confirmation The specialist must prepare, organise, update and test the information. Confidential pricing, supplier costs, margins, employee records, banking information, credentials, confidential customer information and unapproved calculations must be excluded. 7. AI AUTHORITY AND RESTRICTIONS The AI may answer approved questions, ask follow-up questions, collect information, receive files, update fields, apply tags and stages, prepare summaries, assign enquiries, trigger workflows and transfer conversations to staff. The AI must not: * Issue quotations or binding prices * Negotiate discounts or approve credit * Accept purchase orders or contracts * Provide legal advice * Approve structures or foundations * Provide final engineering advice * Guarantee suitability, stock or delivery dates * Make unapproved warranty commitments * Invent specifications, standards, certifications, prices or projects * Disclose confidential information * Make commercial or contractual commitments Restricted matters must be escalated to authorised staff. 8. HUMAN TAKEOVER The conversation must be escalated when the customer requests pricing, discounts, credit, engineering approval, guaranteed dates, confidential information or human assistance, or when the AI cannot answer reliably. On takeover, the AI must stop responding and the assigned employee must receive the full conversation and enquiry summary. 9. CONTACT FIELDS, STAGES AND SUMMARY The specialist must configure fields for customer, project, tank, tender, documents, assignment, follow-up and outcome information. Suggested stages: 1. New Enquiry 2. Qualification in Progress 3. Awaiting Customer Information 4. Technical Review Required 5. Ready for Quotation 6. Assigned to Salesperson 7. Quotation Submitted 8. Follow-Up Required 9. Negotiation 10. Won 11. Lost 12. Closed The internal summary must include: * Enquiry reference and date * Customer, company and contact details * Country and project location * Consultant, contractor and end user * Tender reference and closing date * Product, tank type, capacity and dimensions * Number of tanks and application * Ground or elevated requirement and stand height * Supply or installation scope * Foundation requirement and required dates * Pipe connections and accessories * Documents received and missing information * Urgency and technical review requirement * Recommended next action * Assigned salesperson The summary must be viewable in Respond.io and sent to the assigned salesperson. 10. ASSIGNMENT, FOLLOW-UP AND REPORTING Enquiries must be assigned using approved rules based on location, product, urgency, tender date, technical complexity and salesperson availability. Follow-up workflows should cover incomplete enquiries, missing documents, quotation follow-up, tender reminders and inactive enquiries. Reporting should cover enquiry volumes, product, country, salesperson, status, response time, human takeover, quotations, outcomes and overdue conversations. The specialist must identify Respond.io reporting limitations. 11. OWNERSHIP AND SECURITY Savanna Tanks must own and administer: * Respond.io organisation and workspace * Meta Business Manager * WhatsApp Business Account and number * Company email accounts * Customer data * Knowledge sources * Workflows and integrations * Message templates * Administrator credentials The specialist must not retain exclusive control. Security must include individual logins, role-based access, secure credentials, access removal, activity records, data export and backup procedures. 12. REQUIRED DELIVERABLES The specialist must provide: 1. Solution design 2. Configured Respond.io workspace 3. Official WhatsApp connection 4. Structured knowledge base 5. Configured AI Agent 6. Enquiry qualification workflows 7. Human takeover process 8. Contact fields, tags and stages 9. Internal enquiry summary 10. Sales assignment and notifications 11. Follow-up workflows and reporting 12. Testing and defect correction 13. Written documentation 14. Staff training and full handover 15. TESTING AND ACCEPTANCE Testing must cover general questions, tank types, incomplete enquiries, file uploads, price requests, technical questions, human takeover, summaries, assignments, confidentiality and attempts to bypass restrictions. The system will be accepted when WhatsApp is connected, approved answers are accurate, information and documents are captured correctly, restricted requests are escalated, human takeover works, summaries and workflows are accurate, Savanna Tanks controls all accounts, and documentation, training and defect correction are complete. 14. EXCLUSIONS Phase 1 excludes unless separately approved: * Automatic pricing * Discount or credit approval * Contract acceptance * Engineering calculations * Structural or foundation design * Drawing approval * ERP, accounting or stock integration * Automatic invoicing or online payments * Multilingual or voice-call automation * Marketing broadcasts * Custom mobile applications * Development of a Respond.io replacement 15. SPECIALIST REQUIREMENTS Applicants must demonstrate experience in Respond.io AI Agents and Workflows, WhatsApp Business Platform, Meta Business Manager, lead qualification, human takeover, AI safeguards, testing, training and documentation. Experience with Make.com, Zapier, n8n, APIs or manufacturing and engineering businesses will be advantageous. 16. APPLICANT SUBMISSION Applicants must provide relevant experience and examples, a demonstration of a working Respond.io AI Agent, proposed approach and programme, fixed price by milestone, estimated recurring costs, details of external services and custom coding, post-implementation support and confirmation of full ownership and handover. 17. MILESTONES 18. Discovery and design 19. Workspace and WhatsApp setup 20. Knowledge base and AI Agent 21. Qualification workflows 22. Human takeover and reporting 23. Testing, training and handover Payments should be linked to accepted milestones. 18. SUPPORT AND COMMERCIAL PROPOSAL The proposal must include at least 30 days of post-deployment defect support. Costs must be separated for setup, WhatsApp connection, knowledge-base preparation, AI Agent configuration, workflows, testing, training and support. Recurring costs must identify Respond.io, Meta messaging, users, active contacts, integrations, automation services and maintenance. No undisclosed monthly charges will be accepted.
Skills
Fuente original: freelancer