UltraChat — Client Blueprint

1

Business & company information

Required

Business / company name *

Industry / business type *

Registration / SSM no.

Country / region

Head office address

Number of physical outlets / branches

Website

Company size

Brief description of the business

2

Project stakeholders & contacts

Required

Primary contact — main point of contact for this project

Full name *

Role / title

Email address *

WhatsApp / mobile *

Other stakeholders — decision makers, billing, technical, etc.

Decision maker / approver

Billing / finance contact

Technical / IT contact

Preferred communication channel for the project

Email WhatsApp group Phone call Scheduled video calls

3

Goals & success criteria

Recommended

Primary objectives for adopting UltraChat (tick all that apply)

Centralise all customer chats into one inbox Reduce response time / improve SLA Automate repetitive questions with a chatbot Capture and qualify more leads Increase sales / conversions via chat Improve customer satisfaction (CSAT) Reduce support headcount / cost Better reporting and visibility Other

Current avg. first-response time

Target first-response time

How will you measure success after 90 days?

Known pain points today

4

UltraChat account setup

Required

Company display name in UltraChat *

Admin / login email *

Preferred URL / subdomain

Timezone *

Interface language *

Hosting preference

Number of accounts / workspaces needed

Single account Multiple accounts (multi-brand / multi-entity) Not sure

5

Branding & white-label

Recommended

Will you provide a logo?

Yes — will send PNG or SVG No — use company name as text Will provide later

Brand primary colour

Brand secondary colour

White-label requirements (tick all that apply)

Custom domain for the agent dashboard e.g. chat.company.com

Remove "powered by" branding Custom email sender domain / address Branded chat widget (colours, avatar, company name) Custom favicon and login page

Brand tone / voice guidelines

6

Subscription plan & licensing

Required

Number of agent seats required *

Preferred billing cycle

Expected monthly conversation volume

Preferred support plan

Payment method

Bank transfer / FPX Credit / debit card E-invoice (LHDN) Other

Billing entity name (for invoice)

Tax / SST number (if applicable)

7

WhatsApp channel setup (WAHA)

Required

WhatsApp number 1

WhatsApp phone number *

Inbox / channel label *

WhatsApp Business display name

Business category

Working hours

Days open

Open time

Close time

Away / out-of-hours auto-reply

Is this number currently active / in use?

New number, not yet active Active on personal WhatsApp (will migrate) Active on WhatsApp Business app (will migrate)

8

WhatsApp Business API & Meta compliance

Recommended

Which WhatsApp connection type do you want?

Official WhatsApp Business API (Meta-approved)

WAHA session-based (unofficial)

Not sure — advise us

Official API requirements (if applicable)

Meta Business Manager account Verified business

Facebook Business verification completed Display name approved by Meta Messaging template categories planned (marketing / utility / authentication)

Meta Business Manager ID

Existing BSP / provider (if any)

Message templates you will need pre-approved

9

Facebook & Instagram channels

Optional

Channels to connect

Facebook Messenger

Instagram Direct

Facebook & Instagram comment-to-DM automation Click-to-WhatsApp ads routing into UltraChat

Facebook Page name

Instagram handle

Page admin access

We will grant access via Business Manager We will add UltraChat as admin Need guidance

10

Telegram & other messengers

Optional

Other channels not listed

11

Email channel setup

Optional

Connect an email inbox?

Yes — forward an existing address Yes — create a new support address No email channel needed

Support email address

Display / sender name

Email setup method

Forwarding rule (simple) IMAP/SMTP connection Microsoft 365 / Google Workspace OAuth Need guidance

Email features needed

Shared team inbox Email signatures per agent Auto-responder / acknowledgement Convert emails into tickets/conversations

12

Website live chat widget

Optional

Add a live chat widget to your website?

Yes No Maybe later

Website URL(s) to install on

Widget position

Widget behaviour

Show chatbot first, then human handoff Pre-chat form (collect name/email before chat) Proactive greeting / pop-up after X seconds Show business hours / offline form Multilingual widget

Who will install the widget code?

Welcome / greeting text for the widget

13

Voice / telephony

Optional

Do you need voice / call support?

No Yes — inbound calls Yes — outbound calls Yes — both

Telephony requirements

Existing PBX / SIP to integrate

Click-to-call from agent dashboard Call recording & logging against contact Voicemail to conversation WhatsApp / IVR call deflection to chat

Telephony provider (if any)

14

Chatbot workflow (Typebot)

Required

Bot name shown to customer *

Conversation language(s) *

Primary purpose of the bot (tick all that apply) *

Lead generation — capture enquiry and contact details Customer support — answer frequently asked questions Appointment / meeting booking Product catalogue and pricing enquiry Order status / delivery tracking Collect information then route to a human agent Other

Opening / greeting message *

Input style

Button / menu choices only Free-text typing only Mix of both

Conversation flow steps — the sequence of questions the bot should ask

Message / questionVariable we save

1

2

3

When should the bot hand off to a human? (tick all that apply)

Always — after collecting required information When the customer types a keyword e.g. "agent", "human"

When the bot cannot answer Never — fully automated

Fallback / "I don't understand" message

AI assistant & knowledge base

Recommended

Use AI to answer questions automatically?

Yes — AI answers from our knowledge base Yes — AI assists agents (suggested replies) No AI for now Not sure

AI tone

AI fallback behaviour

Topics the AI must NOT answer on

16

Canned responses & templates

Recommended

Common replies / canned responses to pre-load

Template categories needed

Do you run broadcast / bulk messaging campaigns?

Yes — regularly Occasionally No

Average broadcast size

17

Conversation routing & assignment

Required

How should conversations be assigned?

Routing rules needed

Route by keyword e.g. "billing" → finance team

Route by channel e.g. WhatsApp → sales

Route by language e.g. Mandarin → CN team

Route VIP / priority contacts to senior agents Overflow to backup team when busy

Max simultaneous conversations per agent

Re-assignment on no response

Re-assign if idle 5 min Re-assign if idle 15 min No auto re-assignment

18

Business hours & SLA policy

Recommended

Standard business hours

Days

Open

Close

Public holidays to observe

Target first-response SLA

Target resolution SLA

After-hours handling

Auto-reply with offline message Bot continues to handle / collect info Queue for next business day Emergency escalation contact for urgent cases

Operate 24/7?

No — business hours only Yes — with shifts Yes — bot only after hours

19

Team & agent setup

Required

Agents — who will log in and handle conversations?

Full name

Email address

Role

Teams / departments

Agent skills / languages mapping

20

Roles, permissions & access

Recommended

Which roles do you need?

Administrator (full control) Supervisor / team lead (monitor + reports) Agent (handle conversations only) Custom role

Access restrictions required

Agents see only their assigned conversations Restrict access to reports / analytics Restrict contact export Restrict deleting conversations IP allow-list for dashboard access

Login / authentication method

Email + password Google / Microsoft SSO SAML SSO (enterprise) 2FA required for all agents

21

Contact management & segmentation

Recommended

Do you have an existing contact list to import?

Yes — CSV / Excel

Yes — from another tool

No — start fresh

Customer segments you want to track

Deduplicate contacts by

Phone number Email Both No preference

22

Tags, labels & custom attributes

Optional

Conversation labels / tags to set up

Custom attributes (extra data fields)

How tags will be used

Manual tagging by agents Auto-tag from bot answers Auto-tag by keyword in message Reporting / filtering by tag

23

CRM integration

Optional

Connect to a CRM?

Yes

No CRM yet Maybe later

Sync requirements

Push new contacts / leads to CRM Pull existing customer data into UltraChat Two-way sync (keep both in sync) Log conversations / activities to CRM Create deals / opportunities from chat

CRM API / access available?

CRM admin contact

24

E-commerce / order management

Optional

Connect to an e-commerce / order system?

Yes

No Maybe later

Use cases

Customers check order status in chat Show product catalogue in chat Abandoned cart recovery messages Order confirmation / shipping notifications Process returns / exchanges via chat

Store URL / admin access

25

Payment collection

Optional

Collect payments through chat?

Yes — send payment links in chat No Maybe later

Payment scenarios

One-off product / invoice payment Deposit / booking fee Subscription / recurring Send receipt automatically after payment

Existing merchant account?

26

Automation, webhooks & API

Optional

After the bot collects info, where should it go? (tick all that apply)

Save to Google Sheets Share the sheet or URL

Send to CRM / system via webhook Provide endpoint

Email notification per new lead Specify recipients

Appointment booking (Cal.com / Calendly) Trigger a Zapier / Make automation Other integration

Custom workflows / automations needed

Do you have developers to support integrations?

Yes — in-house dev team No — need BestWeb to build Partly

27

Notifications & alerts

Recommended

How should agents be notified of new conversations?

Browser / desktop notification Mobile app push notification Email notification per new conversation Notify when customer replies after agent responded Alert if conversation idle for X minutes

Sound / audio alert

Supervisor / manager alerts

Alert on negative sentiment / complaint keyword Alert when SLA is about to be breached Alert on high-value lead captured Daily summary digest

Escalation contact for urgent issues

28

Reporting & analytics

Recommended

Reports — who should receive them?

How often?

Which metrics matter most? (tick all that apply)

Total conversations / leads received Bot completion rate & drop-off points Average first-response time Average resolution time Customer satisfaction (CSAT) score Agent workload / conversations per agent Conversion rate (lead → sale) Channel breakdown (WhatsApp vs web vs email) SLA compliance %

Reporting delivery

In-dashboard only Emailed PDF Exported CSV / Excel Connect to BI tool (Power BI / Looker)

CSAT survey after conversations?

Yes — rating + comment Yes — rating only No

29

Data privacy, security & compliance

Required

Data privacy / PDPA requirements (tick if applicable)

Show consent / privacy notice before collecting personal data Data must be stored in Malaysia / specific region only Conversation logs auto-deleted after a retention period Right-to-erasure (delete a customer's data on request) Mask / restrict sensitive data (IC, card numbers)

Data retention period

Data Processing Agreement (DPA) needed?

Yes No Not sure

Other security requirements

30

Migration, training, go-live & sign-off

Required

Migration — moving from your current setup

Migrating from an existing tool?

Yes

No — fresh start

Training

Training required

Preferred training format

Live online session On-site session Recorded videos + docs Mix

Go-live & timeline

Target go-live date

Hard deadline (if any)

Launch approach

Soft launch (one channel / team first) Pilot with a small group Full launch all at once Phased rollout by department

Any special requirements, constraints or notes?

Sign-off

Consulted by (BestWeb team)

Date of consultation

Client approver name

Approval date

Client requirement blueprint

Business & company information

Project stakeholders & contacts

Goals & success criteria

UltraChat account setup

Branding & white-label

Subscription plan & licensing

WhatsApp channel setup (WAHA)

WhatsApp Business API & Meta compliance

Facebook & Instagram channels

Telegram & other messengers

Email channel setup

Website live chat widget

Voice / telephony

Chatbot workflow (Typebot)

AI assistant & knowledge base

Canned responses & templates

Conversation routing & assignment

Business hours & SLA policy

Team & agent setup

Roles, permissions & access

Contact management & segmentation

Tags, labels & custom attributes

CRM integration

E-commerce / order management

Payment collection

Automation, webhooks & API

Notifications & alerts

Reporting & analytics

Data privacy, security & compliance

Migration, training, go-live & sign-off