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Conversational Commerce

Full E-commerce capabilities within the chat interface – enabling catalog browsing, booking, and payments without leaving WhatsApp.

UC-BOT-005: Booking & Shopping

Purpose: Enable revenue generation without leaving the chat app.

Property Value
Actor Customer
Trigger Intent "I want to book" / "Show me services"
Priority P0

Use Case List (Structured)

P0 – Core Revenue Enablement (MVP MUST-HAVE)

UC ID Use Case Description Status
UC-BOT-010 Catalog Browsing WhatsApp native catalog, service listing, filters 🟢 Ready
UC-BOT-011 Cart Management Multi-service cart, add/remove, price calc 🟡 Planned
UC-BOT-012 Slot Selection Real-time slot fetch, day/time selection 🟢 Ready
UC-BOT-013 Slot Hold / Lock 5-min temporary lock to avoid double booking 🟢 Ready
UC-BOT-014 Stylist Assignment Preferred stylist, fallback suggestions 🟡 Planned
UC-BOT-015 In-Chat Payments Razorpay/Stripe links, UPI support 🟢 Ready
UC-BOT-016 Booking Confirmation WhatsApp confirmation + invoice 🟡 Planned
UC-BOT-017 Appointment Backend Create/update booking, sync calendar 🟡 Planned

P1 – Drop-off Reduction & Flexibility (High ROI)

UC ID Use Case Description Status
UC-BOT-020 Multi-Service Booking Haircut + Beard, different stylists 🟡 Planned
UC-BOT-021 Reschedule / Cancel Self-service reschedule via chat 🟡 Planned
UC-BOT-022 Fallback Flow Auto-suggest alt dates/stylists on conflict 🟡 Planned
UC-BOT-023 Language Support English + Hindi intent handling 🟡 Planned

P1.5 – Engagement & Retention (High Impact)

UC ID Use Case Description Status
UC-BOT-040 Abandoned Booking Recovery Auto follow-up on incomplete bookings with discount nudge 🟡 Planned
UC-BOT-041 Personalized Offers Auto-suggest add-ons based on service history 🟡 Planned
UC-BOT-042 Dynamic Promotions Broadcast Scheduled outreach for slow days/time slots 🟡 Planned
UC-BOT-043 Lead Capture & Qualification Capture intent, ask preferences, nudge to checkout 🟡 Planned
UC-BOT-044 Delivery/Status Updates Post-booking reminders and confirmation requests 🟡 Planned

P2 – Growth & Intelligence (Phase-2)

UC ID Use Case Description Status
UC-BOT-030 Offers & Discounts Targeted offers for frequent users 🔵 Future
UC-BOT-031 Customer Segmentation LTV, visit frequency analysis 🔵 Future
UC-BOT-032 Analytics Dashboard Drop-off, conversion, slot utilization 🔵 Future
UC-BOT-033 Web Booking Bridge Optional web UI fallback 🔵 Future

Platform & Operations (Cross-Cutting)

UC ID Use Case Description Status
UC-BOT-050 Conversation Analytics & Drop-off Tracking Funnel tracking, drop-off analysis, repeat attempts 🟡 Planned
UC-BOT-051 Session State & Resume Persist booking state, enable mid-flow recovery 🟡 Planned
UC-BOT-052 Business Rules Engine Configurable rules for discounts, priority, capacity 🟡 Planned
UC-BOT-053 Agent & Workflow SLA Monitoring Response times, failed bookings, retry tracking 🟡 Planned
UC-BOT-054 Consent, Audit & Compliance Opt-in logs, payment trail, data retention 🟢 P0 (Enterprise)

Detailed Use Case Specifications

UC-BOT-010: Catalog Browsing

Purpose: Allow customers to explore services without leaving WhatsApp.

Property Value
Actor Customer
Trigger "Show me services" / "What do you offer?"
Priority P0

Capabilities:

  • WhatsApp Catalog: Native list messages displaying Service Menu with images and prices
  • Filters: "Show me Haircuts under ₹500" / "Men's services only"
  • Search: Natural language search across catalog items
  • Categories: Organized by Hair, Skin, Spa, Packages

Acceptance Criteria:

  • [ ] Catalog syncs with main inventory every 10 mins
  • [ ] List message displays max 10 items with "See More" pagination
  • [ ] Each item shows: Name, Price, Duration, Image thumbnail

UC-BOT-011: Cart Management

Purpose: Enable multi-service selection before checkout.

Property Value
Actor Customer
Trigger User adds first service to cart
Priority P0

Capabilities:

  • Add to Cart: "Add haircut" / Tap "Add" button
  • View Cart: "Show my cart" → List of selected services
  • Remove Item: "Remove beard trim" / Tap "Remove"
  • Price Calculation: Running total with taxes displayed
  • Clear Cart: "Start over" / "Clear cart"

Acceptance Criteria:

  • [ ] Cart persists for 24 hours per session
  • [ ] Max 5 services per booking
  • [ ] Price updates in real-time on add/remove

UC-BOT-012: Slot Selection

Purpose: Let customers pick available appointment times.

Property Value
Actor Customer
Trigger Cart confirmed / "Book for tomorrow"
Priority P0

Capabilities:

  • Day Selection: Interactive list → "Today", "Tomorrow", "Pick a date"
  • Time Slots: Dynamic buttons showing available times (10:00 AM, 2:00 PM, etc.)
  • Real-time Availability: Queries backend, latency < 2s
  • Duration Awareness: Slots account for total service duration

Acceptance Criteria:

  • [ ] Slots shown are real-time available (latency < 2s)
  • [ ] Unavailable slots are not displayed
  • [ ] Shows next 7 days of availability

UC-BOT-013: Slot Hold / Lock

Purpose: Prevent double-booking during checkout.

Property Value
Actor System
Trigger User selects a time slot
Priority P0

Capabilities:

  • Temporary Lock: 5-minute hold on selected slot
  • Lock Release: Auto-release if payment not completed
  • Conflict Prevention: Other users see slot as unavailable during hold
  • Extend Option: "Need more time?" → Extend by 2 mins (once)

Acceptance Criteria:

  • [ ] Slot locked within 500ms of selection
  • [ ] Lock auto-expires after 5 minutes
  • [ ] Concurrent booking attempts are blocked

UC-BOT-014: Stylist Assignment

Purpose: Match customers with preferred or available stylists.

Property Value
Actor Customer
Trigger Slot selected
Priority P0

Capabilities:

  • Preference Check: "Do you have a preferred stylist?"
  • Stylist List: Show available stylists for selected slot with ratings
  • Auto-Assignment: Default to first available if no preference
  • Fallback Suggestions: "Ray is unavailable. How about Sam (4.8/5)?"

Acceptance Criteria:

  • [ ] Stylist availability synced with backend
  • [ ] Customer history considered for repeat preferences
  • [ ] Fallback offered within 2 suggestions

UC-BOT-015: In-Chat Payments

[!NOTE] Deferred to Phase 2. Payment gateway API access costs (Razorpay, UPI) to be provided by X-tics.

Purpose: Complete payment without leaving WhatsApp.

Property Value
Actor Customer
Trigger Booking details confirmed
Priority P0 (Deferred)

Capabilities:

  • Payment Link: Generates Razorpay pre-filled checkout link
  • UPI Support: Direct UPI intent for Indian customers
  • Card Payments: Secure card entry via Razorpay gateway
  • Net Banking: Supported via Razorpay
  • Wallets: Paytm, PhonePe, etc. via Razorpay
  • Pay Later: Option to pay at venue (configurable)

Cost Dependency:

X-tics to provide API access and credentials for: - Razorpay integration - UPI payment configuration

Acceptance Criteria:

  • [ ] Payment link generated in < 3 seconds
  • [ ] Supports: UPI, Cards, Net Banking, Wallets
  • [ ] Payment confirmation received within 30 seconds

UC-BOT-016: Booking Confirmation

Purpose: Provide instant confirmation and invoice.

Property Value
Actor System
Trigger Payment successful
Priority P0

Capabilities:

  • Confirmation Message: Rich message with booking details
  • PDF Invoice: Auto-generated invoice sent as document
  • Calendar Invite: .ics file for adding to calendar
  • Reminder Setup: Confirm reminder preferences (1 hour before, etc.)

Message Content: 

Booking Confirmed!

Date: Saturday, 30 Dec 2024
Time: 10:00 AM
Service: Haircut + Beard Trim
Stylist: Ray
Total: ₹750 (Paid)

Location: Cazo Salon, MG Road

[Add to Calendar] [View Invoice]

Acceptance Criteria:

  • [ ] Confirmation sent within 5 seconds of payment
  • [ ] Invoice PDF includes GST details
  • [ ] Booking ID generated and displayed

UC-BOT-017: Appointment Backend

Purpose: Sync bookings with backend systems.

Property Value
Actor System
Trigger Booking confirmed
Priority P0

Capabilities:

  • Create Booking: POST to appointment API
  • Update Booking: Handle reschedules, cancellations
  • Calendar Sync: Google Calendar / Outlook integration
  • Staff Notification: Alert assigned stylist via WhatsApp/SMS

Acceptance Criteria:

  • [ ] Backend receives booking within 2 seconds
  • [ ] Stylist calendar updated automatically
  • [ ] Conflict detection prevents overlapping bookings

UC-BOT-020: Multi-Service Booking

Purpose: Book multiple services, potentially with different stylists.

Property Value
Actor Customer
Trigger "Book haircut and facial"
Priority P1

Capabilities:

  • Service Stacking: Add multiple services to single booking
  • Duration Calculation: Total time = Sum of all services
  • Multi-Stylist: Different stylists for different services
  • Sequential Scheduling: Services scheduled back-to-back

Example Flow: 

User: "Book haircut with Ray and facial"
Bot: "Got it! Haircut (30 min) + Facial (45 min) = 1h 15m
     Ray is available for haircut at 10 AM.
     Facial with available esthetician at 10:30 AM.
     Total: ₹1,200. Proceed?"

Acceptance Criteria:

  • [ ] Supports up to 5 services per booking
  • [ ] Handles different service providers per service
  • [ ] Buffer time (5 min) added between services

UC-BOT-021: Reschedule / Cancel

Purpose: Self-service booking modifications via chat.

Property Value
Actor Customer
Trigger "Reschedule my booking" / "Cancel appointment"
Priority P1

Capabilities:

  • View Bookings: "Show my appointments"
  • Reschedule: "Move to 3 PM" → Show available alternatives
  • Cancel: "Cancel booking" → Confirm with refund policy
  • Policy Enforcement: No-show fees, cancellation windows

Cancellation Flow: 

User: "Cancel my Saturday booking"
Bot: "Found: Haircut on Sat, 10 AM
     Note: Cancellation within 24 hours: ₹100 fee applies.
     [Confirm Cancel] [Keep Booking]"

Acceptance Criteria:

  • [ ] Reschedule allowed up to 2 hours before appointment
  • [ ] Cancellation policy displayed before confirmation
  • [ ] Refund processed within 5-7 business days

UC-BOT-022: Fallback Flow

Purpose: Gracefully handle unavailability with alternatives.

Property Value
Actor System
Trigger Requested slot/stylist unavailable
Priority P1

Capabilities:

  • Alternative Dates: "Saturday is full. How about Sunday 11 AM?"
  • Alternative Stylists: "Ray is booked. Sam is available (4.8/5)"
  • Waitlist Option: "Join waitlist for Saturday 10 AM?"
  • Callback Request: "We'll notify you if a slot opens"

Acceptance Criteria:

  • [ ] Minimum 2 alternatives suggested
  • [ ] Alternatives shown within 2 seconds
  • [ ] Waitlist notifications sent within 5 minutes of opening

UC-BOT-023: Language Support

Purpose: Handle conversations in multiple languages.

Property Value
Actor Customer
Trigger Message in non-English language
Priority P1

Capabilities:

  • Language Detection: Auto-detect Hindi/English
  • Response Localization: Reply in detected language
  • Intent Handling: NLP works across supported languages
  • Language Switch: "Reply in Hindi" / "Switch to English"

Supported Languages (MVP):

  • English (en)
  • Hindi (hi)

Acceptance Criteria:

  • [ ] Language detected with 95% accuracy
  • [ ] All templates available in both languages
  • [ ] Seamless mid-conversation language switching

UC-BOT-030: Offers & Discounts

Purpose: Drive repeat visits with personalized offers.

Property Value
Actor System / Marketing
Trigger Customer segment criteria met
Priority P2

Capabilities:

  • Auto-Apply Codes: "You have 10% off! Applied automatically"
  • Birthday Offers: Special discount on birth month
  • Loyalty Points: "You have 500 points = ₹50 off"
  • Flash Sales: Time-limited offers broadcast

Acceptance Criteria:

  • [ ] Offers applied before payment calculation
  • [ ] Discount stacking rules enforced
  • [ ] Offer expiry clearly communicated

UC-BOT-031: Customer Segmentation

Purpose: Classify customers for targeted engagement.

Property Value
Actor System
Trigger Transaction / Interaction data
Priority P2

Segments:

Segment Criteria
VIP LTV > ₹10,000 or 10+ visits
Regular 3-9 visits in last 6 months
At-Risk No visit in 60+ days
New First booking

Acceptance Criteria:

  • [ ] Segmentation updated daily
  • [ ] Segments trigger automated campaigns
  • [ ] Dashboard shows segment distribution

UC-BOT-032: Analytics Dashboard

Purpose: Monitor bot performance and conversion funnel.

Property Value
Actor Business Owner / Admin
Trigger Dashboard access
Priority P2

Metrics:

Metric Description
Conversation Volume Messages per day/week
Booking Conversion Started → Completed %
Drop-off Points Where users abandon
Slot Utilization Booked vs Available slots
Revenue via Bot GMV through WhatsApp

Acceptance Criteria:

  • [ ] Real-time dashboard updates
  • [ ] Export to CSV/PDF supported
  • [ ] Date range filtering available

UC-BOT-033: Web Booking Bridge

Purpose: Fallback to web UI for complex scenarios.

Property Value
Actor Customer
Trigger "Open full booking page" / Complex request
Priority P2

Capabilities:

  • Seamless Handoff: Link pre-fills customer details
  • Session Continuity: Cart transferred to web
  • Return to Chat: "Booking complete! Back to WhatsApp?"
  • Complex Flows: Group bookings, package customization

Acceptance Criteria:

  • [ ] Web link includes session token
  • [ ] Cart state preserved across channels
  • [ ] Booking confirmation sent to WhatsApp regardless

UC-BOT-040: Abandoned Booking Recovery

Purpose: Re-engage users who started but didn't complete bookings.

Property Value
Actor System (Automated)
Trigger Slot selected but payment not completed within 30 mins
Priority P1.5

Capabilities:

  • Smart Timing: First reminder after 30 mins, second after 4 hours
  • Friendly Nudge: "Still thinking about that haircut?"
  • Incentive Offer: 5-10% discount on abandoned booking
  • One-Click Resume: Pre-filled cart with saved preferences
  • Suppression Logic: No reminder if user booked elsewhere

Message Template: 

Hey! You were about to book:
Service: Haircut with Ray
Time: Saturday, 10 AM

Still interested? Here's 10% off to complete your booking!

[Complete Booking - ₹450] [Not Now]

Acceptance Criteria:

  • [ ] First reminder sent 30 mins after abandonment
  • [ ] Max 2 reminders per abandoned session
  • [ ] Discount code auto-generated and single-use
  • [ ] Conversion rate tracked in analytics

UC-BOT-041: Personalized Offers Based on History

Purpose: Increase average order value with relevant add-on suggestions.

Property Value
Actor System
Trigger User adds service to cart / During checkout
Priority P1.5

Capabilities:

  • History Analysis: Review past 5 bookings for patterns
  • Smart Suggestions: "Last time you added Beard Trim. Add it again?"
  • Complementary Services: Haircut → Suggest Hair Wash, Styling
  • Seasonal Offers: "Summer special: Add scalp treatment for ₹199"
  • Frequency-Based: "It's been 45 days since your last facial"

Example Flow: 

User: "Book a haircut"
Bot: "Added Haircut (₹400)

     Note: Based on your history:
     • Beard Trim (+₹150) - you get this 80% of the time
     • Hair Wash (+₹100) - complements your haircut

     [Add Beard Trim] [Add Hair Wash] [Proceed]"

Acceptance Criteria:

  • [ ] Suggestions based on last 5 bookings
  • [ ] Max 2 suggestions shown to avoid overwhelm
  • [ ] Add-on conversion rate tracked
  • [ ] Suppression if user declined same add-on 3x

UC-BOT-042: Dynamic Promotions Broadcast

Purpose: Fill slow slots with targeted promotional outreach.

Property Value
Actor System / Marketing
Trigger Scheduled campaign / Slot utilization < 50%
Priority P1.5

Capabilities:

  • Slot Analysis: Identify under-booked time slots
  • Segment Targeting: Active customers, at-risk, new users
  • Scheduled Broadcast: "Tomorrow's lunch slots: 20% off!"
  • Flash Sales: 2-hour window promotions
  • Opt-out Handling: "Reply STOP to unsubscribe"

Campaign Types:

Campaign Trigger Discount
Slow Day Fill < 50% booked for tomorrow 15-20%
Last Minute < 3 hours to slot, still open 25%
Weekly Special Every Monday morning 10%
Seasonal Festivals, holidays Custom

Message Template: 

Flash Sale Alert!

Tomorrow's lunch appointments (12-3 PM) are 20% OFF!

Haircut: ₹400 → ₹320
Beard Trim: ₹150 → ₹120

Limited slots available!

[Book Now] [Remind Me Later]

Acceptance Criteria:

  • [ ] Broadcasts sent between 9 AM - 8 PM only
  • [ ] User can opt-out; preference respected
  • [ ] Max 2 promotional messages per week per user
  • [ ] UTM tracking for campaign ROI

UC-BOT-043: Lead Capture & Qualification

Purpose: Convert casual inquiries into qualified booking leads.

Property Value
Actor Customer (New/Returning)
Trigger First message / "Hi" / Ambiguous intent
Priority P1.5

Capabilities:

  • Intent Capture: "Are you looking to book, ask a question, or browse?"
  • Preference Collection: Service type, preferred day, budget range
  • Progressive Profiling: Collect info over multiple interactions
  • Lead Scoring: Hot (ready to book) / Warm (considering) / Cold (browsing)
  • Nudge to Checkout: "Based on your preferences, I found 3 perfect slots!"

Qualification Flow: 

User: "Hi"
Bot: "Hey! Welcome to Cazo Salon!
     What brings you here today?

     [Book Appointment] [View Services] [Ask a Question]"

User: Taps "Book Appointment"
Bot: "Great! What service are you interested in?

     [Haircut] [Facial] [Spa] [See All]"

User: Taps "Haircut"
Bot: "Perfect! When works best for you?

     [Today] [Tomorrow] [This Weekend] [Other]"

Lead Data Captured:

Field Source
Phone Number WhatsApp auto
Service Interest Button selection
Preferred Timing Button selection
Budget Sensitivity If asks about prices first
Lead Score Engagement depth

Acceptance Criteria:

  • [ ] 3-step qualification flow max
  • [ ] Lead data stored in CRM
  • [ ] Hot leads get immediate slot suggestions
  • [ ] Warm leads get follow-up after 24 hours

UC-BOT-044: Delivery/Status Updates

Purpose: Keep customers informed and reduce no-shows.

Property Value
Actor System (Automated)
Trigger Booking confirmed / Time-based triggers
Priority P1.5

Notification Schedule:

Timing Message Type Action Required
Immediately Booking Confirmation None
24 hours before Reminder Confirm/Reschedule
1 hour before Final Reminder Get directions
15 mins after slot No-show check Mark attended/missed
1 hour after Feedback request Rate experience

Message Templates:

24-Hour Reminder: 

Reminder: Your appointment is tomorrow!

Service: Haircut + Beard Trim
Time: 10:00 AM
Stylist: Ray
Location: Cazo Salon, MG Road

Reply YES to confirm or CHANGE to reschedule.

[YES] [CHANGE] [Cancel]

1-Hour Reminder: 

See you in 1 hour!

Service: Haircut + Beard Trim @ 10:00 AM
Location: Cazo Salon, MG Road

[Get Directions] [Running Late?]

Feedback Request: 

Thanks for visiting Cazo Salon!

How was your experience with Ray today?

[5/5 Loved it!]
[3/5 It was okay]
[1/5 Could be better]

Acceptance Criteria:

  • [ ] 24-hour reminder sent automatically
  • [ ] "YES" response updates booking status
  • [ ] No-show marked if no check-in after 15 mins
  • [ ] Feedback collected within 2 hours of appointment
  • [ ] Negative feedback triggers manager alert

Main Success Scenario (End-to-End)

sequenceDiagram
    participant C as Customer
    participant B as WhatsApp Bot
    participant S as Backend System
    participant P as Payment Gateway

    C->>B: "Book a haircut for Saturday"
    B->>S: Fetch available slots
    S-->>B: [10 AM, 2 PM, 4 PM]
    B-->>C: "Available: 10 AM, 2 PM, 4 PM"
    C->>B: Taps "10 AM"
    B->>S: Hold slot (5 min lock)
    S-->>B: Slot locked ✓
    B-->>C: "Confirm with Stylist Ray? ₹500"
    C->>B: Taps "Pay Now"
    B->>P: Generate payment link
    P-->>B: Payment URL
    B-->>C: [Pay ₹500 - Razorpay]
    C->>P: Completes payment
    P-->>B: Payment success webhook
    B->>S: Create booking
    S-->>B: Booking ID: #12345
    B-->>C: "✅ Confirmed! Booking #12345"

Platform & Operations Specifications

UC-BOT-050: Conversation Analytics & Drop-off Tracking

Purpose: Understand why users don't complete bookings.

Property Value
Actor System / Business Analyst
Trigger Continuous event logging
Priority P1

Funnel Stages Tracked:

flowchart LR
    A[Start Chat] --> B[Catalog View]
    B --> C[Service Selected]
    C --> D[Slot Selected]
    D --> E[Payment Initiated]
    E --> F[Booking Confirmed]

    B -.-> X1[Drop: No Interest]
    C -.-> X2[Drop: Price Concern]
    D -.-> X3[Drop: No Suitable Slot]
    E -.-> X4[Drop: Payment Failed]

Metrics Captured:

Metric Description
Drop-off Point Exact step where user abandoned
Time Spent Duration at each funnel stage
Repeat Attempts User tried same step multiple times
Session Duration Total conversation time
Intent Clarity Was user intent understood correctly?

Dashboard Views:

  • Funnel Visualization: Conversion rates at each step
  • Drop-off Heatmap: By time of day, day of week
  • Cohort Analysis: New vs returning users
  • Bottleneck Alerts: Auto-flag if step drops >20%

Acceptance Criteria:

  • [ ] Events logged for each funnel stage transition
  • [ ] Drop-off report generated daily
  • [ ] Real-time funnel visible in dashboard
  • [ ] Alerting when conversion drops below threshold

UC-BOT-051: Session State & Resume

Purpose: Persist conversation state for seamless recovery.

Property Value
Actor System
Trigger User leaves mid-conversation
Priority P0.5

State Persisted:

Data TTL Purpose
Cart Contents 24 hours Resume service selection
Selected Slot 5 minutes Slot lock period
Stylist Preference 7 days Remember preference
Conversation Context 30 minutes Resume from last message
Payment Attempt 1 hour Retry failed payment

Recovery Scenarios:

Scenario Trigger Bot Action
Mid-cart abandon User returns within 24h "Welcome back! You had Haircut in cart."
Slot expired Lock timed out "Your 10 AM slot expired. Here are new options."
Payment failed User returns "Want to retry payment for your booking?"
Session timeout 30+ min inactive "Let's start fresh. What can I help with?"

Technical Implementation:

  • Storage: Redis (TTL-based expiry) or Database
  • Session Key: WhatsApp phone number + timestamp
  • State Machine: Tracks current flow position

Acceptance Criteria:

  • [ ] State persisted within 500ms of each action
  • [ ] Graceful recovery message on return
  • [ ] Expired states cleaned up automatically
  • [ ] State recovery success rate >95%

UC-BOT-052: Business Rules Engine

Purpose: Enable smart behavior without ML complexity.

Property Value
Actor Business Admin
Trigger Rule conditions met during conversation
Priority P1

Rule Categories:

Category Example Rules
Pricing Slow day → 15% auto-discount
Capacity High demand → No coupons allowed
Priority VIP customer → Show premium slots first
Availability Stylist on leave → Auto-reassign
Promotions First booking → 10% welcome discount

Rule Definition Format:

rule: slow_day_discount
condition:
  - slot_utilization < 50%
  - day_type: weekday
  - time_range: 11:00-15:00
action:
  - apply_discount: 15%
  - message: "Lunch special! 15% off today."
priority: medium
active: true

Rule Examples:

Rule Name Condition Action
Slow Day Discount Utilization < 50% Auto-apply 15% off
VIP Priority Customer LTV > ₹10,000 Show premium slots first
New User Welcome First booking 10% discount + free add-on
High Demand Block Utilization > 90% Disable discount codes
Stylist Preference Repeat customer Pre-select last stylist

Admin Interface:

  • Create/edit rules via web dashboard
  • Enable/disable rules with toggle
  • Set rule priority for conflict resolution
  • View rule execution logs

Acceptance Criteria:

  • [ ] Rules evaluated in < 100ms
  • [ ] Admin can create rules without code changes
  • [ ] Rule conflicts resolved by priority
  • [ ] Audit log of all rule executions

UC-BOT-053: Agent & Workflow SLA Monitoring

Purpose: Ensure operational reliability and enterprise readiness.

Property Value
Actor Operations Manager
Trigger Continuous monitoring
Priority P1

SLA Metrics Tracked:

Metric Target Alert Threshold
First Response Time < 5 seconds > 10 seconds
Booking Completion Rate > 80% < 60%
Payment Success Rate > 95% < 85%
Bot Uptime 99.9% < 99%
Unanswered Chats 0 > 5 in queue

Monitored Events:

  • Unanswered Chats: Messages without bot response
  • Failed Bookings: Backend API errors
  • Payment Retries: Multiple payment attempts
  • Escalations: Requests for human agent
  • Error Rates: NLP failures, API timeouts

Alerting Channels:

Severity Channel Response Time
Critical SMS + Slack Immediate
High Slack + Email 15 minutes
Medium Email 1 hour
Low Dashboard only Next business day

Dashboard Components:

  • Real-time health status
  • SLA compliance trend (7-day, 30-day)
  • Incident timeline
  • Performance degradation alerts

Acceptance Criteria:

  • [ ] Metrics updated every 30 seconds
  • [ ] Critical alerts delivered within 1 minute
  • [ ] Historical data retained for 90 days
  • [ ] SLA reports exportable (PDF/CSV)

Purpose: Enable safe scaling for enterprise and regulated industries.

Property Value
Actor Compliance Officer / System
Trigger User actions, system events
Priority P0 (Enterprise)

Compliance Components:

Component Description
Broadcast Opt-in Explicit consent before marketing messages
Payment Trail Complete transaction audit log
Conversation Audit Immutable chat history with timestamps
Data Retention Configurable retention policies
Right to Delete GDPR/DPDP compliant data erasure

Consent Management:

Bot: "Would you like to receive booking reminders 
     and special offers on WhatsApp?"

     [Yes, Send Updates] [No, Thanks]

User: Taps "Yes, Send Updates"

Bot: "Great! You can change this anytime by 
     saying 'STOP' or 'Unsubscribe'."

Audit Log Schema:

Field Description
Timestamp ISO 8601 format
User ID Hashed phone number
Event Type message, payment, booking, consent
Action sent, received, confirmed, cancelled
Payload Encrypted event data
IP/Device For fraud detection

Data Retention Policies:

Data Type Retention Post-Retention
Chat Messages 2 years Archive/Delete
Payment Records 7 years Archive (legal)
Consent Logs Indefinite Never delete
Analytics 1 year Aggregate only

Compliance Standards Supported:

  • GDPR: EU data protection
  • DPDP: India Digital Personal Data Protection
  • PCI-DSS: Payment card security
  • HIPAA: Healthcare (if applicable)

Acceptance Criteria:

  • [ ] Consent recorded before any broadcast
  • [ ] Audit logs immutable and tamper-proof
  • [ ] Data deletion completes within 72 hours
  • [ ] Compliance report generated on demand
  • [ ] Encryption at rest and in transit

Technical Dependencies

Component Technology Purpose
WhatsApp Business API Meta Cloud API Message handling
Payment Gateway Razorpay / Stripe Payment processing
Booking Engine Custom API Slot management
NLP Engine Dialogflow / Rasa Intent recognition
Database PostgreSQL Booking records