Interactive Prototype
Interface 1 — Subscriber WhatsApp
Customer Test Lab — upload knowledge & subscriber data, then chat live as a user (Proposal Section 9).
9:415G ▮▮▮▮
SPH Media
Business account
Today
Demo replay
ServiceNow
CSM
WhatsApp Queue3
WhatsApp
CS0004521
Missed delivery — The Straits Times
Priority: HighSLA 2m
WhatsApp
CS0004518
Payment update — resolved by AI
ClosedCSAT 5/5
WhatsApp
CS0004515
Vacation suspend — Lianhe Zaobao
AwaitingSLA 5m
AI Handoff Summary
Customer reported missed delivery. Postal code 238801 verified against Commerce. AI offered redelivery — customer declined, requested live agent. Confidence: 72% (below 80% threshold).
Customer · WhatsApp
My newspaper wasn't delivered todayAI Virtual Agent
I'm sorry to hear that. To check your delivery, please confirm your postal code.Customer
238801AI Virtual Agent
Thank you. I can see your subscription for The Straits Times. Would you like a redelivery tomorrow or a credit?Customer
Speak to agentEscalated via QUICKSALES.AI platform → ServiceNow CSM · PCI layer: no card data in transcript
Customer 360
Priya Tan
+65 **** 7890
The Straits Times (Print)
Active · Since Jan 2024
238801
S$28.90 · 1 Jul 2026
SUB-88421
PCI Redaction (A3)
Card numbers appear as
Card numbers appear as
[REDACTED_CARD_NUMBER] — stripped at platform edge before ServiceNow sync. CVV never captured.
Actions
Today at a glance
1,247
Conversations today
+12% vs yesterday
68%
AI resolved (no agent)
On target 50%+
4.2/5
CSAT score
On target 80%+ satisfied
12
Active escalations
-3 from morning peak
Conversation volume — last 7 days
AI vs agent resolution split
32% escalated to ServiceNow agents
System status
WABA quality: GREEN
ServiceNow CSM
Commerce Backend
OneTrust synced
Google KB indexed
Warm-up Day 14/21
Live stream only — PCI-safe, masked numbers. Closed conversations and full history in ServiceNow.
| Subscriber | Title | Status | Journey | Duration | Lang |
|---|
Delivery complaint · The Straits Times
+65 **** 7890 · English · Live stream
Delivery Complaint · v3.2 · Last edit: Zen · 6 Jul 2026
Step 1 · TriggerIntent: "missed delivery" OR "late delivery"
Step 2 · AuthT1 — Postal code verification
Step 3 · ActionCommerce API → get delivery status
Step 4aIf delivered → offer redelivery
Step 4bIf failed → offer credit
Step 5 · FallbackConfidence < 80% → escalate to agent
Step 6 · CloseCSAT 1–5 → resolution → opt-in (Section 9.1.0)
Node properties
| Template | Category | Status | Languages | Last used | Sent (30d) |
|---|---|---|---|---|---|
payment_failed_v2 | Utility | Approved | EN, ZH-CN | 2 hours ago | 1,842 |
renewal_reminder | Utility | Approved | EN | Today | 956 |
delivery_update | Utility | Approved | EN, ZH-CN, MS | Yesterday | 2,104 |
welcome_new_sub | Utility | Pending Meta | EN | — | — |
cny_promo_2026 | Marketing | Draft | ZH-CN | — | — |
Create template wizard
Select Meta template category:
Utility
Account updates, delivery, payment
Authentication
OTP, verification codes
Marketing
Promotions (requires consent)
Variables: {{subscriber_name}}, {{amount_due}}, {{due_date}}, {{title_name}}
English
Enter message body…
中文
您好 {{subscriber_name}}，您的付款 {{amount_due}} 将于 {{due_date}} 到期。
Submit to Meta for approval. Email notification on status change.
8,420
Conversations (30d)
71%
Resolution rate
4.3
Avg CSAT
34%
Chat channel share
Channel performance
Volume, resolution rate, CSAT trend
+18%
Volume
4.2
CSAT
Journey breakdown
Top intents, completion rate per journey
Delivery
#1 intent (32%)
89%
Completion
Notification performance
Sent, delivered, read, replied, converted
96%
Delivered
72%
Read
Cost analysis
WA conversation fees vs call centre savings
S$12K
Est. savings/mo
GREEN
Quality ratingMust stay GREEN
Tier 2
Messaging tier100,000 messages/day
4,200
Daily volume4.2% of capacity
0.3%
Block rateThreshold: < 2%
5%
Template rejectionThreshold: < 10%
14/21
Warm-up progressComplete before marketing
3-week warm-up playbook (Section 14)
Week 1 — Utility onlyMax 500 msgs/day · payment & delivery templates
Week 2 — Ramp volumeMax 2,000 msgs/day · monitor block rate
Week 3 — Pre-marketing (Day 14/21)Max 5,000 msgs/day · consent check enabled
12,450
Total opted-in
23
Opted-out today
Synced
OneTrust status
Credentials are encrypted at rest (AES-256). Secrets are masked in the UI and never logged. Changes apply to the selected environment.
Meta WhatsApp Cloud API
Configure webhook and Graph API credentials for the SPH-owned WABA.
Meta WhatsApp Cloud API
ServiceNow CSM
Commerce Backend
OneTrust
Google Workspace KB
MoEngage (Option B)
SMS Gateway
| Name | Role | Last login | ||
|---|---|---|---|---|
| Zen Lee | zen.lee@sph.com.sg | Supervisor | Today 8:28 AM | |
| Marketing Team | marketing@sph.com.sg | Marketing | Yesterday | |
| IT Admin | it-admin@sph.com.sg | Administrator | 3 days ago |
Business hours for AI auto-reply and agent routing. Outside hours: utility notifications only.
| Day | Hours | AI | Agent queue |
|---|---|---|---|
| Mon – Fri | 08:30 – 18:00 | Active | Open |
| Saturday | 09:00 – 13:00 | Active | Open |
| Sunday / PH | Closed | Utility only | Closed |
| Timestamp | User | Action | Detail |
|---|---|---|---|
| 8 Jul 08:28 | Zen Lee | Login | Admin Portal · Supervisor role |
| 7 Jul 16:45 | Zen Lee | Journey updated | Delivery Complaint v3.2 published |
| 7 Jul 14:20 | Marketing | Template submitted | welcome_new_sub → Meta review |
| 6 Jul 11:00 | IT Admin | Integration test | OneTrust consent write — passed |