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| Prepared by |
QUICKSALES.AI |
| Prepared for |
SPH Media Limited |
| Purpose |
Gather technical, operational, and compliance information required to implement the WhatsApp Customer Engagement Platform |
| Date |
8 July 2026 |
| Classification |
Private & Confidential |
Please complete this questionnaire with input from the relevant teams listed in each section. Where documents or access are requested, please indicate availability and expected delivery date.
Response format: Please reply inline below each question, or attach supporting documents referenced in your response.
Target completion: Within 2 weeks of proposal acceptance (Week 1–2 of project kickoff).
Critical path — complete first: Use Technical Discovery for the five integration inputs that unblock all TBD endpoints in the technical proposal: Commerce OpenAPI, ServiceNow instance, OneTrust purpose IDs, SMS provider, MoEngage workspace. This form covers the full operational scope.
Priority order for SPH technical teams
| Priority |
Document section |
SPH team |
Blocks |
| 1 |
Integration Pack A. Commerce |
Commerce / Subscriptions |
All RFP journeys, C1 notifications |
| 2 |
Integration Pack B. ServiceNow |
IT / ServiceNow admin |
D1, D2, B3, agent handoff |
| 3 |
Integration Pack C. OneTrust |
Legal / Privacy |
E1, E2, E3, F2 marketing consent |
| 4 |
Integration Pack D. SMS |
IT / Telco |
C1 SMS fallback |
| 5 |
Integration Pack E. MoEngage |
Marketing |
F1, F2 Phase 2 |
| 6 |
This questionnaire Sections 1–15 |
All |
Full project kickoff |
Section 1: Project Governance & Stakeholders
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 1.1 |
Who is the executive project sponsor for this initiative? |
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| 1.2 |
Who is the day-to-day project manager on the SPH side? |
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| 1.3 |
Who are the technical leads for each system: ServiceNow, Commerce, OneTrust, MoEngage, Google Workspace? |
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| 1.4 |
Who is the customer service operations lead responsible for agent workflows and journey content? |
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| 1.5 |
Who is the legal/PDPO contact for PDPA, consent, and DPA review? |
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| 1.6 |
Who is the marketing operations lead for Phase 2 campaigns and MoEngage? |
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| 1.7 |
What is the target pilot go-live date? |
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| 1.8 |
What is the preferred hypercare period after go-live (default: 3 months)? |
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| 1.9 |
Which delivery option are you leaning toward: Option A (Essential pilot) or Option B (Professional full scope)? |
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| 1.10 |
Are there any fixed contractual milestones or board reporting dates we must align to? |
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| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 2.1 |
Does SPH already own a Meta Business Manager account? If yes, provide Business Manager ID. |
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| 2.2 |
Is there an existing WhatsApp Business Account (WABA)? If yes, provide WABA ID and phone number(s). |
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| 2.3 |
Has SPH completed Meta Business Verification? If not, what is the status? |
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| 2.4 |
Will SPH own the WABA or should the vendor manage it on SPH's behalf? |
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| 2.5 |
How many WhatsApp phone numbers are required? One shared number or per-title numbers (ST, ZB, BT, etc.)? |
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| 2.6 |
What is the display name to show on WhatsApp (e.g., "SPH Media Support")? |
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| 2.7 |
What is the expected monthly outbound message volume for Phase 1 (transactional) and Phase 2 (marketing)? |
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| 2.8 |
Is there an existing Meta Cloud API setup, or is this net-new? |
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| 2.9 |
Who at SPH has admin access to Meta Business Manager to approve templates and manage WABA? |
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| 2.10 |
Are there any existing WhatsApp templates already approved? Please share template names and categories. |
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Section 3: ServiceNow CSM
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 3.1 |
What is the ServiceNow instance URL (e.g., https://sphmedia.service-now.com)? |
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| 3.2 |
What ServiceNow release/version is running (e.g., Zurich, Xanadu)? |
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| 3.3 |
Is Customer Service Management (CSM) licensed and active? |
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| 3.4 |
Is Agent Workspace with Advanced Work Assignment (AWA) configured for chat/messaging? |
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| 3.5 |
Is the Virtual Agent API plugin installed (com.glide.cs.chatbot)? |
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| 3.6 |
Is there an existing WhatsApp integration on ServiceNow (Twilio or Cloud API)? If yes, will it be decommissioned or run in parallel? |
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| 3.7 |
Can SPH provision API credentials (OAuth 2.0 or basic) for integration with Table API and VA Bot-to-Bot API? |
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| 3.8 |
Can SPH create a Provider Application record (sys_cs_provider_application) for QUICKSALES.AI platform? |
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| 3.9 |
What case table is used for customer service cases (sn_customerservice_case or other)? |
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| 3.10 |
What interaction table/fields are used for messaging conversations? |
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| 3.11 |
What are live agent business hours (days, times, public holidays)? |
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| 3.12 |
What AWA queue(s) should WhatsApp escalations route to? |
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| 3.13 |
How many agents will handle WhatsApp escalations during pilot? |
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| 3.14 |
Is a ServiceNow sandbox/UAT instance available for integration testing? Provide URL and access. |
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| 3.15 |
Please share ServiceNow integration documentation or name of SPH ServiceNow admin contact. |
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Section 4: Commerce Backend
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 4.1 |
What is the Commerce/subscription system name and version (custom build, SAP, proprietary, etc.)? |
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| 4.2 |
Is there REST API documentation (OpenAPI/Swagger) available? Please attach or provide URL. |
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| 4.3 |
Is a sandbox/UAT environment available? Provide base URL. |
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| 4.4 |
What authentication method is used (OAuth 2.0, API key, mutual TLS)? |
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| 4.5 |
Can Commerce expose webhook events for the following? Confirm which are available: |
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— payment_failed |
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— renewal_reminder |
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— pending_payment |
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— subscription_expiry |
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— payment_confirmed |
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| 4.6 |
Can the platform look up subscriber profile by WhatsApp number, email, or subscriber ID? |
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| 4.7 |
Can the platform verify postal code against delivery address on file? |
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| 4.8 |
Can the platform check delivery status for print subscriptions? |
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| 4.9 |
Can the platform create/update vacation suspension requests via API? |
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| 4.10 |
Can the platform generate secure payment update links (time-limited, subscriber-specific)? |
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| 4.11 |
Can the platform generate password reset links? |
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| 4.12 |
Can the platform verify payment method update after customer completes secure link? |
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| 4.13 |
What is the subscriber ID format and primary key used across systems? |
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| 4.14 |
How are multi-title subscriptions (same customer, multiple publications) represented? |
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| 4.15 |
Please provide 5–10 test subscriber accounts with varied scenarios (print, digital, payment failure, etc.). |
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Section 5: OneTrust (Consent Management)
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 5.1 |
What is the OneTrust tenant URL and environment (prod/UAT)? |
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| 5.2 |
Is the Consent Receipt API available for writing opt-in/opt-out records? |
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| 5.3 |
What purpose IDs / consent categories should be used for WhatsApp marketing? |
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| 5.4 |
What purpose IDs apply to transactional/utility WhatsApp messages? |
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| 5.5 |
What is the marketing frequency cap policy (e.g., max 2 messages per week)? |
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| 5.6 |
What opt-out keywords does SPH recognize (STOP, UNSUBSCRIBE, etc.)? |
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| 5.7 |
Can SPH provide API credentials for OneTrust integration? |
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| 5.8 |
Who is the OneTrust administrator for configuration changes? |
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| 5.9 |
Is there an existing privacy notice URL to link in first WhatsApp interaction? |
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| 5.10 |
Has SPH Legal reviewed the opt-in prompt wording at conversation close? Provide approved text if available. |
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Section 6: Google Workspace Knowledge (Option B)
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 6.1 |
Which Google Sites contain customer-facing knowledge content? Provide URLs. |
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| 6.2 |
Which Google Docs/Sheets/Slides should be indexed for AI knowledge retrieval? |
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| 6.3 |
Can SPH grant read-only API access (Google Drive API) to these resources? |
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| 6.4 |
How often is knowledge content updated? Who owns content refresh? |
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| 6.5 |
Are there restricted/internal-only documents that must be excluded from AI retrieval? |
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| 6.6 |
Is Option B (Google knowledge integration) confirmed, or is Option A (ServiceNow KB only) preferred? |
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Section 7: MoEngage & Phase 2 Marketing (Option B)
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 7.1 |
Is MoEngage already deployed? Provide tenant/environment details. |
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| 7.2 |
Can MoEngage trigger outbound campaigns via webhook to external WhatsApp platform? |
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| 7.3 |
What campaign types are planned for Phase 2 (winback, renewal, promotional, lifecycle)? |
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| 7.4 |
Who builds and approves marketing message content and templates? |
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| 7.5 |
What is the DNC (Do Not Call) registry integration method for scrubbing phone numbers? |
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| 7.6 |
Is there an existing DNC scrub API or batch file process? |
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| 7.7 |
What is the expected Phase 2 go-live date relative to Phase 1 pilot? |
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| 7.8 |
What is the target consented subscriber base size for Phase 2 marketing? |
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Section 8: SMS Fallback
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 8.1 |
What SMS gateway/provider does SPH use (Twilio, Vonage, local SG provider)? |
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| 8.2 |
Can SPH provide API credentials for SMS fallback, or should QUICKSALES.AI provision? |
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| 8.3 |
What sender ID should appear on SMS fallback messages? |
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| 8.4 |
Are there SMS template/registration requirements in Singapore we must comply with? |
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| 8.5 |
What percentage of subscribers are estimated to lack WhatsApp and need SMS fallback? |
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Section 9: Security, Compliance & Legal
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 9.1 |
Will SPH require a Data Processing Agreement (DPA) under PDPA? |
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| 9.2 |
Is data residency in Singapore mandatory for all processing? |
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| 9.3 |
Can integration traffic use VPN or private link to SPH internal systems? |
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| 9.4 |
What is SPH's security review/penetration test requirement before go-live? |
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| 9.5 |
Are there approved cloud regions/providers for hosting the orchestration platform? |
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| 9.6 |
Who approves third-party sub-processors (cloud hosting, SMS, LLM API)? |
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| 9.7 |
Is there a preferred LLM/AI provider policy (OpenAI, Azure OpenAI, on-prem, etc.)? |
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| 9.8 |
What is the log retention policy for conversation transcripts and audit logs? |
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| 9.9 |
Has SPH Legal approved WhatsApp as a customer communication channel under PDPA? |
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| 9.10 |
Please share SPH official domains list for secure link verification (e.g., sph.com.sg/official-domains). |
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Section 10: Customer Service Operations & Content
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 10.1 |
What are the top 10 customer enquiry types by volume today (calls, email, chat)? |
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| 10.2 |
Which 8 priority journeys should be included in Option A pilot? Rank from list below: |
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— Delivery complaint |
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— Vacation suspension / extend |
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— Payment failure reply |
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— Payment link / card update |
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— Subscription status enquiry |
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— Digital access issue |
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— Address change |
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— General FAQ |
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— Live agent escalation |
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| 10.3 |
What languages must be supported at pilot launch (EN, ZH-CN, MS, TA)? |
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| 10.4 |
What reply languages are acceptable (EN and/or ZH-CN per RFP B5)? |
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| 10.5 |
Please provide approved greeting and closing messages for WhatsApp support. |
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| 10.6 |
What is the CSAT survey wording at conversation close? |
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| 10.7 |
What is the marketing opt-in prompt wording at conversation close? |
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| 10.8 |
What authentication rules apply per journey (postal code vs OTP)? Confirm or adjust tiered auth model. |
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| 10.9 |
Are there journeys where AI must NOT execute transactions and must always escalate to agent? |
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| 10.10 |
What is the current web chat CSAT baseline (RFP cites 50–60%)? |
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| 10.11 |
What is the current digital chat channel share (RFP cites ~15%)? |
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Section 11: Transactional Notification Templates
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 11.1 |
Please provide approved wording for each transactional template: |
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— Payment failure alert |
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— Renewal reminder |
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— Pending payment reminder |
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— Subscription expiry notice |
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— Payment confirmation |
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| 11.2 |
What variables are available from Commerce for each template (name, amount, date, link, etc.)? |
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| 11.3 |
What is the secure payment update URL pattern (e.g., https://sph.sg/updatecc)? |
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| 11.4 |
Who at SPH approves Meta WhatsApp templates before submission? |
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| 11.5 |
What is the SMS fallback message text for each notification type? |
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Section 12: Infrastructure & Access
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 12.1 |
Can SPH whitelist QUICKSALES.AI platform IP addresses for webhook callbacks? |
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| 12.2 |
What firewall/network rules are required for ServiceNow, Commerce, OneTrust API access? |
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| 12.3 |
Is an SPH-private cloud / dedicated tenant required, or is vendor-managed Singapore cloud acceptable? |
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| 12.4 |
Who provisions DNS/SSL if custom domain is needed for webhooks? |
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| 12.5 |
Can SPH provide access to a shared project Slack/Teams channel for implementation? |
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Section 13: Testing & UAT
| # |
Question |
SPH Response |
Owner (SPH) |
Due Date |
| 13.1 |
How many UAT testers will SPH provide (agents, supervisors)? |
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| 13.2 |
Can SPH provide real WhatsApp test numbers for end-to-end testing? |
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| 13.3 |
What are the UAT acceptance criteria beyond RFP pilot KPIs? |
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| 13.4 |
Who signs off UAT completion on the SPH side? |
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| 13.5 |
Is there a change freeze window we must avoid for go-live? |
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Section 14: Documents Requested
Please attach or provide links to the following where available:
| # |
Document |
Available (Y/N) |
Delivery Date |
| 14.1 |
ServiceNow CSM architecture diagram |
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| 14.2 |
Commerce API documentation (OpenAPI/Swagger) |
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| 14.3 |
OneTrust API documentation |
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| 14.4 |
MoEngage integration guide |
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| 14.5 |
Existing WhatsApp template library |
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| 14.6 |
Customer journey maps / CS scripts |
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| 14.7 |
ServiceNow Knowledge Base export or access guide |
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| 14.8 |
Google Sites/Docs knowledge source list |
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| 14.9 |
PDPA privacy notice and consent policy |
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| 14.10 |
SPH official domains page URL |
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| 14.11 |
Org chart for project stakeholders |
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| 14.12 |
Current support channel volume report (calls, email, chat) |
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Section 15: Discovery Workshop Agenda (Suggested)
We recommend a 2-day discovery workshop in Week 1–2 of the project:
| Day |
Session |
SPH Attendees |
Outcome |
| Day 1 AM |
Project kickoff & governance |
Sponsor, PM, all tech leads |
Aligned scope, timeline, RACI |
| Day 1 PM |
ServiceNow & Commerce deep-dive |
SN admin, Commerce team |
API contracts, sandbox access |
| Day 2 AM |
CS operations & journey design |
CS ops lead, agents |
Priority journeys, auth rules, prompts |
| Day 2 PM |
Compliance & consent |
Legal/PDPO, OneTrust admin |
Consent model, DPA, template approval |
Submission
Please return completed questionnaire to:
QUICKSALES.AI
Email: proposals@quicksales.ai
Subject: SPH Media WhatsApp Platform — Business Discovery Response
Document prepared by QUICKSALES.AI for SPH Media Limited. Private & Confidential.