Kick-off meeting brief · start here
A 60-minute alignment session for business and technical stakeholders. This page summarises the full proposal — what we will build, how it connects to your existing systems, and what we need from SPH to begin.
Private & Confidential — for authorised SPH Media and QUICKSALES.AI participants only
QUICKSALES.AI will deliver a managed WhatsApp orchestration platform for SPH Media — across The Straits Times, Lianhe Zaobao, The Business Times, magazines, and student titles.
Subscribers message SPH on WhatsApp. AI answers routine questions in four languages. When a human is needed, the conversation hands off to a ServiceNow agent — no new agent workspace. Commerce triggers payment and delivery notifications. OneTrust governs consent. MoEngage powers Phase 2 marketing.
SPH does not buy servers or install software. Teams use ServiceNow (agents), a web Admin Portal (supervisors & marketing), and WhatsApp (subscribers). Everything runs on Singapore cloud infrastructure, managed by QUICKSALES.AI.
Everyone in today's meeting gets value from this page. Technical teams can drill into the linked sections afterwards.
No one learns a system they don't need. Each group keeps their familiar tools.
Message SPH on WhatsApp. Ask questions, manage subscriptions, receive payment and delivery alerts — in EN, ZH, MS, or TA.
Continue in ServiceNow Agent Workspace. WhatsApp appears as another channel with AI handoff summary and redacted transcript.
New QUICKSALES.AI Admin Portal — journeys, templates, analytics, consent controls, and WABA health monitoring via browser.
SPH operations teams never touch these layers — they are managed by QUICKSALES.AI. Included here so IT can validate architecture in today's session.
| Layer | Technology | Managed by | Why? |
|---|---|---|---|
| Admin Portal |
 React
|
QUICKSALES.AI | Browser UI for supervisors — journeys, templates, analytics, and WABA health. No software to install at SPH. |
| API / orchestration |
 Node.js
/
 FastAPI
|
QUICKSALES.AI | The routing hub — WhatsApp webhooks, PCI redaction, Commerce events, and handoff to ServiceNow all run here. |
| AI engine |
 GPT-4o
/
 Claude
+ NLU
|
QUICKSALES.AI | Primary WhatsApp bot — classifies intent, runs subscriber journeys, and drafts answers. ServiceNow VA handles live-agent handoff only. |
| Knowledge RAG |
 Pinecone
/
 pgvector
|
QUICKSALES.AI | KB articles stay in ServiceNow (and Google). This is a synced AI search index — not a second knowledge base. Needed because our bot runs outside ServiceNow and must search SN + Google together. |
| Session cache |
 Redis
(TTL 24–72 hrs)
|
QUICKSALES.AI | Short-lived routing tokens only (24–72 hrs). No message bodies or subscriber PII stored on our platform. |
| Config DB |
 PostgreSQL
|
QUICKSALES.AI | Stores journey rules, template metadata, and admin settings — operational config only, never customer records. |
| Hosting |
 AWS
/
 Azure
Singapore
|
QUICKSALES.AI | Singapore region for PDPA-aligned residency. Fully managed cloud — SPH does not purchase or host hardware. |
| Integrations |
|
Configured jointly | Six connectors to SPH systems you already own — Meta (WhatsApp), ServiceNow, Commerce, OneTrust, Google KB, and MoEngage. |
Full stack reference: Appendix C in the full proposal
23 sections in the detailed proposal. Use this map to navigate after kick-off. Tags show the primary audience for each section.
| § | Section | Summary | Audience |
|---|---|---|---|
| 1 | Executive Summary | Options, outcomes, plain-English Q&A | All |
| 2 | Requirements | RFP scope, phases, vendor ecosystem | All |
| 3 | Why not ServiceNow-only | Architecture decision rationale | IT |
| 4 | Solution overview | 9 components, connectors, Admin Portal screens | All |
| 5 | Personas | Subscriber, agent, supervisor, marketing profiles | Business |
| 6 | Architecture | Master diagram, data flows, hosting, security | IT |
| 7 | Compliance matrix | Every RFP requirement mapped to solution | All |
| 8 | Functional design | Routing, PCI redaction, auth, notifications | IT |
| 9 | Customer journeys | 22 mandatory journeys + Option A/B coverage | Business |
| 10 | Process flows | Inbound, outbound, handoff, consent sequences | IT |
| 11 | Integration specs | API contracts for all six systems | IT |
| 12 | Security & PCI | PCI DSS alignment, encryption, data classification | IT |
| 13 | PDPA compliance | Singapore data protection, residency, retention | All |
| 14 | WhatsApp policy | WABA health, warm-up, blocking prevention | All |
| 15 | Analytics & KPIs | Dashboard modules, pilot success targets | Business |
| 16 | Project plan | Sprints, timelines, discovery methodology | All |
| 17 | Team & governance | QUICKSALES.AI leadership, RACI, cadence | All |
| 18 | Competitive landscape | Vendor comparison, SPH ecosystem summary | Business |
| 19 | Commercial options | Option A/B scope, milestones, assumptions | All |
| 20 | SLA & support | Uptime, response times, escalation | All |
| 21 | Risk management | Top risks, mitigations, contingencies | All |
| 22 | Assumptions | SPH dependencies, access, timelines | All |
| 23 | Appendices | Glossary, tech stack, data audit, discovery pack | IT |
AI answers common questions 24/7 in four languages. Agents step in via ServiceNow. Subscribers receive payment, delivery, and subscription updates on WhatsApp.
Consent-based campaigns through MoEngage — win-back offers, renewal reminders, and lifecycle messages for subscribers who opt in via OneTrust.
Both deliver a working pilot. Option B adds full RFP coverage and Phase 2 foundation. Final pricing after discovery workshop.
| Option | Scope | Timeline | Effort |
|---|---|---|---|
| Option A — Essential | 8 priority journeys, core integrations, pilot-ready support & notifications | ~5 months | ~128 mandays |
| Option B — Professional | Full Phase 1 + Phase 2 foundation, all RFP requirements, 22 journeys | ~7 months | ~304 mandays |
Detailed pricing: Pricing quotation
Targets within three months of go-live — we will review these together at the 90-day checkpoint.
Suggested 60-minute flow. We will adapt based on who is in the room.
Confirm attendees from CS, IT, legal, marketing, and commerce. Agree meeting cadence and communication channels.
Why WhatsApp, what subscribers experience, Phase 1 vs Phase 2 scope. Confirm Option A or B direction.
For IT: integration topology, data residency, ServiceNow handoff, security controls. Open Q&A.
Review Technical Discovery Pack and Business Questionnaire. Assign owners for Commerce, ServiceNow, OneTrust, and WABA access.
Sprint 1 plan, steering committee, test environment access deadlines. Confirm Week 2 discovery workshop date.