Hello, I see the project as a client, the main tasks that need to be implemented immediately are included in the terms of reference, as well as tasks for the future.
Perhaps I do not fully understand the specifics of this system's operation, I am ready to consider the possibility of a paid consultation from someone who has dealt with this.
Main components and functional requirements:
1. Web platform with connection via WhatsApp Business API:
- The platform integrates with the WhatsApp Business number via API.
- The web interface allows interaction with client messages and assigning necessary employees to dialogues.
2. Roles and user access rights:
- Chat operator: the main user who sees all incoming messages, distributes them among employees, and controls dialogues.
- Employees: users to whom the chat operator assigns dialogues, limited in rights, without the ability to redirect chats or view all dialogues.
3. Mechanism for assigning employees to dialogues:
- The chat operator sees incoming messages and assigns them to an employee who will conduct the dialogue with the client.
- The ability to enable or disable employees from a specific chat.
- Employees can receive notifications about assignments, join the chat, and conduct correspondence.
4. Possibility of connecting AI in the future:
- Leave an open API interface for further addition of AI functionality that will allow automatic responses to client messages.
5. Security and confidentiality:
- The server for deploying the system must be located in Germany and comply with personal data protection requirements, such as data encryption in the database and access control to the chat.
- Data backup to ensure their preservation.
6. Basic action reports (optional):
- Currently, analytics is not needed, but it is worth considering the possibility of adding basic reports in the future (for example, the number of dialogues, statistics on employee connections).
Non-functional requirements:
- Flexibility for scaling (the ability to add new users and roles).
- High performance: the platform must withstand a large flow of messages and requests.
- Intuitive interface for the chat operator and employees, with the ability for quick assignment and management of dialogues.
If these points are acceptable, we can move on to a detailed description of the interfaces and defining the API.
1. User Interface (UI)
Main panel of the chat operator:
- List of incoming messages: the operator sees all current active chats with clients. Each chat should display the client's name (if available), phone number, last message, and the time it was sent.
- Assignment of employees: next to each incoming message – a button or menu that allows selecting an employee to connect to the dialogue.
- Filters and search: the ability to filter chats by status (assigned, unassigned) and search by client name or number.
- Notifications about new messages: in real-time, the operator should receive notifications about new messages from clients.
Employee panel:
- List of assigned chats: displays only those chats to which the employee has been connected by the operator.
- Chat interface: allows sending and receiving messages from the client, displaying message history, and attaching files (if supported by WhatsApp API).
- Notifications about new assignments: the employee receives notifications if the operator assigns a new chat.
2. Role and rights management
Administrator interface for configuring roles:
- Creating roles and users: the administrator can create users with specific roles (operator, employee).
- Setting rights: the ability to assign and restrict access at the chat level. For example, the operator sees all chats, while employees only see assigned ones.
3. API structure
Main methods for integration with WhatsApp Business API:
- Receiving messages: allows the system to receive incoming messages from clients in real-time.
- Sending messages: sending text messages and multimedia from employees through the platform.
- Assigning employees to chats: a method for linking a specific client dialogue with an employee assigned by the operator.
User management methods:
- Creating and updating users: adding new employees and operators, changing their roles.
- Getting a list of users and roles: obtaining information about all users of the system and their roles.
4. Security and confidentiality
- Authentication and authorization: all users must authenticate using unique logins and passwords. The system must support password protection.
- Data encryption: encrypting messages and personal data of clients, especially during storage on the server.
- Logs and access control: recording user actions for auditing and allowing access only to authorized resources.
