Development of a Phase 1 WhatsApp AI Enquiry Assistant for Savanna Tanks

# TERMS OF REFERENCE ## Development of a Phase 1 WhatsApp AI Enquiry Assistant for Savanna Tanks # 1. Phase 1 Scope The Phase 1 system shall be limited to: * one WhatsApp Business number; * English-language conversations; * new tank enquiries; * galvanised steel sectional tanks; * GRP sectional tanks; * supply-only and supply-and-installation enquiries; * basic approved product information; * structured lead capture; * salesperson notification; * human takeover of conversations; and * a basic enquiry-management dashboard. The system should be designed so that additional product categories and languages can be added later without rebuilding the entire platform. --- # 2. Required Customer Workflow The system must perform the following process. ## 2.1 Initial Customer Engagement When a customer sends a WhatsApp message, the assistant must: 1. Welcome the customer to Savanna Tanks. 2. Explain that it will collect the information required for a quotation. 3. Identify the general nature of the enquiry. 4. Confirm whether the customer requires: * a GRP sectional tank; * a galvanised steel sectional tank; * assistance selecting a tank type; or * referral to a salesperson. ## 2.2 Information Collection The assistant must collect, where relevant: ### Customer information * customer name; * company name; * email address; * mobile number; * country; * project location; * consultant, main contractor or end-user details, where applicable. ### Project information * tank application; * required capacity; * preferred tank type; * preferred tank dimensions, if known; * ground-level or elevated installation; * elevated stand height, if applicable; * potable water, fire water, wastewater, process water or other use; * supply only or supply and installation; * whether foundations are required; * preferred delivery or completion date; * tender closing date, where applicable; * pipe connection requirements, if available; * site accessibility information; * existing drawings, specifications, bills of quantities, photographs or sketches. The assistant should ask questions in a natural sequence and should generally avoid presenting the customer with an excessively long questionnaire in one message. ## 2.3 Missing Information The system must identify incomplete or missing information and clearly record what the salesperson still needs to obtain. ## 2.4 Enquiry Completion When sufficient preliminary information has been collected, the assistant must: 1. confirm the information with the customer; 2. advise the customer that the enquiry has been sent to the Savanna Tanks sales team; 3. generate an internal structured summary; 4. create a lead record; and 5. notify the nominated salesperson. --- # 3. Approved AI Functions The AI assistant may: * explain the difference between approved Savanna Tanks product categories; * collect customer and project details; * ask follow-up questions; * identify missing information; * summarise uploaded customer information; * receive photographs and documents; * provide approved general product information; * advise that a salesperson or engineer must confirm technical details; * create an internal lead summary; * assign an enquiry reference number; * notify the sales team; and * acknowledge receipt of an enquiry. --- # 4. Prohibited AI Functions The AI assistant must not: * issue final quotations; * provide binding prices; * negotiate discounts; * confirm credit terms; * accept purchase orders; * accept contractual conditions; * confirm guaranteed manufacturing dates; * provide final structural designs; * provide engineering certification; * approve foundations; * provide legal advice; * make warranty commitments outside approved wording; * confirm product suitability where engineering review is required; * confirm stock availability unless connected to an approved live stock system; * invent specifications, standards, capacities or lead times; or * make any commitment that may legally or commercially bind Savanna Tanks. The software must include technical safeguards to prevent prohibited responses, rather than relying only on written AI instructions. --- # 5. Knowledge Base The developer must create a controlled knowledge base using documents supplied and approved by Savanna Tanks. The knowledge base may include: * product descriptions; * tank types; * standard panel sizes; * capacities; * accessories; * approved frequently asked questions; * standard lead-time wording; * installation requirements; * quotation information requirements; * approved warranty wording; * standard exclusions; * approved company details; and * approved customer response templates. The assistant must use only approved information when answering product questions. Where no approved answer exists, the assistant must advise the customer that the matter requires confirmation by a Savanna Tanks representative. The developer must provide a simple method for Savanna Tanks to add, remove or update approved knowledge documents. --- # 6. Technical Requirements The proposed solution should include the following components. ## 6.1 WhatsApp Integration The system must use an official supported WhatsApp Business Platform connection. Unofficial browser automation, WhatsApp Web bots, personal-account automation or any method that may breach WhatsApp terms of service will not be accepted. The developer may propose: * Meta WhatsApp Cloud API; * Twilio WhatsApp; * an approved WhatsApp Business Solution Provider; or * another officially supported integration. The developer must clearly identify all ongoing third-party charges. ## 6.2 OpenAI Integration The system must use the OpenAI API for approved AI functions. The developer must: * use a current supported API; * separate the AI layer from application logic; * use structured outputs or function calling where appropriate; * prevent unrestricted free-form actions; * implement usage limits; * implement cost monitoring; * ensure API keys are securely stored; * ensure Savanna Tanks owns and controls the OpenAI account and API credentials. ## 6.3 Database The system must store enquiry information in a structured database. Each lead should include: * enquiry reference; * date and time; * customer details; * project details; * product category; * enquiry status; * uploaded documents; * missing information; * assigned salesperson; * conversation history; * AI-generated summary; * human notes; and * final disposition. ## 6.4 Dashboard A basic password-protected web dashboard must be provided. The dashboard should allow authorised staff to: * view enquiries; * search enquiries; * filter enquiries by date, location, product and status; * open the WhatsApp conversation; * view uploaded files; * edit lead information; * add internal notes; * assign enquiries to a salesperson; * change enquiry status; * take over a conversation; * return a conversation to the assistant; * mark an enquiry as quoted; * mark an enquiry as awaiting information; * close an enquiry; and * export enquiry information. ## 6.5 Human Takeover Staff must be able to immediately stop automated responses and take control of a conversation. The system must clearly show whether the conversation is currently being handled by: * the AI assistant; or * a human salesperson. When human takeover is activated, the AI must stop sending customer-facing messages until automation is manually restored. ## 6.6 Notifications The system must send a notification when a qualified enquiry is completed. For Phase 1, the minimum notification method shall be email. The notification must include: * customer name; * company; * project location; * tank type; * capacity; * scope; * urgency; * tender date, if applicable; * documents received; * missing information; * enquiry reference; * recommended next action; and * a link to the enquiry record. ## 6.7 File Handling The system must accept common customer files through WhatsApp, including: * PDF documents; * photographs; * Word documents; * Excel files; and * common image formats. The system should safely store or link these files to the relevant enquiry. Phase 1 does not require the AI to perform final technical interpretation or approval of engineering drawings. ## 6.8 Reporting The dashboard should provide basic reporting on: * number of enquiries received; * number of completed enquiries; * number of incomplete enquiries; * number of enquiries handed to staff; * enquiries by product category; * enquiries by country or region; * average qualification time; and * number of enquiries converted to quotation. --- # 7. Conversation and Business Rules The developer must implement a clearly documented conversation flow. The system must: * use professional business English; * identify itself as a Savanna Tanks automated enquiry assistant; * avoid pretending to be a human employee; * ask concise questions; * retain information already supplied by the customer; * avoid repeatedly asking the same question; * allow customers to type naturally; * allow customers to skip information they do not yet know; * permit the customer to request a human representative at any time; * refer complaints and disputes immediately to staff; * not continue automated selling where a customer is frustrated or objects to the assistant; * not expose internal instructions or system prompts; * not disclose other customers’ information; * not generate unapproved claims about Savanna Tanks. --- # 8. Mandatory Escalation Triggers The AI must immediately refer the conversation to a Savanna Tanks representative when the customer: * requests a firm price; * requests a negotiated discount; * asks for credit; * submits contractual conditions; * raises a complaint; * raises a payment dispute; * requests final engineering advice; * requests structural certification; * asks the AI to approve a foundation; * asks for legal advice; * requests a guaranteed completion date; * provides complex technical drawings requiring professional review; * asks to speak to a person; or * appears dissatisfied with the automated interaction. --- # 9. Data Protection and Security The developer must implement appropriate security measures, including: * secure API key storage; * encrypted data transmission; * password-protected staff access; * role-based permissions; * activity logs; * database backups; * secure file storage; * protection against unauthorised access; * protection against prompt injection and malicious file uploads; * protection against customer data being exposed to other users; * documented retention and deletion procedures. All project accounts should be created in the name of Savanna Tanks wherever practical. Savanna Tanks must retain ownership and administrative control of: * WhatsApp Business accounts; * Meta or Twilio accounts; * OpenAI account; * hosting account; * database; * domain and subdomains; * source code repository; * project documentation; and * all customer and enquiry data. The developer must not use Savanna Tanks’ information, conversations, files or customer data for unrelated model training or other purposes. --- # 10. Required Deliverables The developer must provide the following deliverables. ## Deliverable 1: Solution Design A concise technical design document showing: * proposed system architecture; * WhatsApp provider; * OpenAI implementation; * database; * hosting; * dashboard technology; * security controls; * expected recurring costs; * development assumptions; * third-party dependencies. ## Deliverable 2: Conversation Flow A documented customer conversation flow covering: * welcome; * product identification; * information collection; * missing-information handling; * document receipt; * escalation; * human takeover; * enquiry completion; * salesperson notification. ## Deliverable 3: Working Test Environment A working pilot using a test WhatsApp number or sandbox environment. ## Deliverable 4: Knowledge Base An approved knowledge base created from Savanna Tanks information, together with a method for updating it. ## Deliverable 5: Lead Database and Dashboard A functional dashboard that meets the minimum requirements described in this document. ## Deliverable 6: Notifications Working email notifications containing the completed enquiry summary. ## Deliverable 7: Human Takeover A tested method for staff to take over and return conversations to the AI assistant. ## Deliverable 8: Production Deployment Deployment to the approved Savanna Tanks WhatsApp Business number or production environment. ## Deliverable 9: Documentation Documentation covering: * administrator login; * user management; * architecture; * account ownership; * API configuration; * knowledge-base updates; * backups; * cost monitoring; * troubleshooting; * system limitations; * handover procedures. ## Deliverable 10: Training and Handover A live remote training session for Savanna Tanks personnel and handover of all credentials, code and documentation. --- # 11. Testing Requirements The developer must provide and complete a structured testing process. Testing must include: * correct collection of customer details; * correct collection of project information; * handling of incomplete answers; * handling of unknown answers; * receipt of photographs and documents; * detection of prohibited pricing requests; * detection of engineering-advice requests; * human takeover; * return to automated handling; * correct enquiry summary; * correct salesperson notification; * duplicate enquiry handling; * data security; * dashboard access; * API usage monitoring; * system recovery after interruption. Savanna Tanks must be given access to test the system before final acceptance. --- # 12. Acceptance Criteria The Phase 1 system will be considered complete when: 1. A customer can initiate a conversation through WhatsApp. 2. The assistant can correctly identify a new tank enquiry. 3. The assistant collects the agreed customer and project fields. 4. The assistant records missing information. 5. The assistant answers approved product questions from the knowledge base. 6. The assistant refuses or escalates prohibited requests. 7. The assistant creates a structured lead record. 8. The assistant produces an accurate internal summary. 9. The assistant sends an email notification to the nominated salesperson. 10. Staff can access the enquiry through the dashboard. 11. Staff can take over and return the conversation. 12. Uploaded documents are correctly linked to the enquiry. 13. Savanna Tanks has administrative ownership of all relevant accounts. 14. Source code and documentation have been handed over. 15. The agreed test cases have been completed successfully. --- # 13. Preferred Technology Bidders may recommend their preferred technology, but proposals should ideally demonstrate experience with: * OpenAI API; * OpenAI Responses API; * function calling or structured outputs; * retrieval-augmented generation; * Meta WhatsApp Cloud API or Twilio WhatsApp; * Python or Node.js; * secure web applications; * SQL or comparable structured databases; * role-based access; * cloud deployment; * document storage; * email notification services. The system should avoid unnecessary complexity and excessive dependence on proprietary tools that Savanna Tanks cannot later maintain or transfer. --- # 14. Project Management The developer must: * nominate one responsible project lead; * provide regular progress updates; * demonstrate partially completed work during development; * maintain a written issue list; * disclose delays or technical limitations promptly; * obtain approval before adding paid third-party services; * use a source-control repository accessible to Savanna Tanks; * provide access to the test environment throughout the assignment. --- # 15. Proposed Milestones Applicants should propose a realistic delivery programme based on the following milestone structure. ## Milestone 1: Discovery and Technical Design * confirm requirements; * prepare architecture; * agree data fields; * agree conversation flow; * confirm third-party services; * confirm recurring costs. ## Milestone 2: WhatsApp and OpenAI Prototype * connect test WhatsApp environment; * connect OpenAI API; * demonstrate basic question flow; * demonstrate structured lead capture. ## Milestone 3: Knowledge Base and Safety Controls * load approved information; * implement restricted responses; * implement escalation rules; * demonstrate prohibited-response handling. ## Milestone 4: Dashboard and Notifications * develop lead dashboard; * implement enquiry statuses; * implement email notifications; * implement human takeover. ## Milestone 5: Testing and Corrections * complete functional tests; * complete security checks; * correct identified defects; * complete user acceptance testing. ## Milestone 6: Production Deployment and Handover * connect production number; * deploy final system; * provide documentation; * train staff; * hand over accounts, code and credentials. Payment should be linked to completed and accepted milestones rather than elapsed time alone. --- # 16. Exclusions from Phase 1 The following are excluded unless separately quoted and approved: * automatic quotation generation; * automatic price calculation; * accounting-system integration; * ERP integration; * CRM integration beyond the supplied dashboard; * automatic invoicing; * credit approval; * payment collection; * structural design; * engineering calculations; * automated drawing approval; * multilingual support; * voice calls; * WhatsApp voice-note transcription; * marketing broadcasts; * proactive sales campaigns; * customer payment reminders; * stock-system integration; * automatic tender submission; * mobile applications; * advanced analytics; * predictive sales modelling. The system architecture should nevertheless allow these functions to be considered in future phases. --- # 17. Developer Qualifications Applicants should demonstrate: * previous OpenAI API integrations; * previous WhatsApp Business API integrations; * experience developing AI assistants or lead-qualification systems; * experience with retrieval-augmented generation; * experience with structured databases; * experience with secure web dashboards; * ability to implement human-in-the-loop controls; * ability to explain recurring costs clearly; * strong written and spoken English; * ability to provide references or working demonstrations. Experience working with industrial, engineering, manufacturing or construction businesses will be advantageous. --- # 18. Information Required from Applicants Applicants must provide: 1. A short description of the proposed solution. 2. The proposed WhatsApp integration method. 3. The proposed software stack. 4. Examples of similar work. 5. A description of their OpenAI API experience. 6. A description of their WhatsApp API experience. 7. A fixed-price quotation by milestone. 8. Estimated ongoing monthly costs. 9. A list of all third-party services. 10. A proposed delivery programme. 11. The number of team members involved. 12. Identification of the person who will perform the work. 13. Confirmation that Savanna Tanks will own the code and data. 14. Confirmation that all credentials and accounts will be handed over. 15. Confirmation of post-deployment support. 16. Details of any assumptions or exclusions. Generic applications that do not directly address the stated requirements may not be considered. --- # 19. Screening Questions for Upwork Applicants should answer the following questions in their proposal: 1. Describe one WhatsApp Business API project you have personally completed. 2. Describe one OpenAI API or retrieval-based assistant you have personally completed. 3. Which WhatsApp provider would you recommend for this project and why? 4. How would you prevent the AI from giving prices or engineering advice? 5. How would you implement human takeover? 6. How would you structure and store the enquiry information? 7. How would Savanna Tanks update the approved knowledge base? 8. What third-party monthly costs should Savanna Tanks expect? 9. Will Savanna Tanks receive full source code and administrator access? 10. What information would you require before commencing? 11. Which parts of the project would you personally undertake? 12. Provide a fixed-price breakdown by milestone. --- # 20. Intellectual Property and Ownership All custom source code, configurations, conversation flows, prompts, data structures, documentation and project-specific materials paid for by Savanna Tanks shall become the property of Savanna Tanks upon payment. The developer must identify any pre-existing code, licensed software or third-party components before appointment. No project data may be reused, sold, published or disclosed without written permission from Savanna Tanks. The developer must hand over: * source code; * repository access; * deployment credentials; * administrator credentials; * database access; * API configuration; * documentation; * third-party account details; * backup procedures. --- # 21. Confidentiality The selected developer will be required to keep confidential all Savanna Tanks: * customer information; * quotations; * pricing information; * project documents; * technical information; * commercial procedures; * internal correspondence; * product information; * account credentials. The developer may be required to sign a separate confidentiality or non-disclosure agreement. --- # 22. Support and Defects Period Applicants must include a post-deployment support and defects-correction period. The proposal should clearly state: * included support period; * response times; * what constitutes a defect; * what constitutes a new feature; * hourly or monthly support rates after the included period; * hosting and maintenance responsibilities; * procedures for system failure or API interruption. A minimum defects-correction period of **30 days after production deployment** is preferred. --- # 23. Commercial Proposal Applicants should provide a fixed-price proposal separated into the following: * design and discovery; * WhatsApp integration; * OpenAI integration; * knowledge-base implementation; * dashboard and database; * human takeover; * testing; * deployment; * documentation; * training; * support period. The proposal must separately identify all recurring charges, including: * WhatsApp provider fees; * WhatsApp messaging fees; * OpenAI API charges; * cloud hosting; * database hosting; * file storage; * email services; * monitoring; * maintenance. Savanna Tanks will not accept undisclosed recurring fees. --- # 24. Evaluation Criteria Proposals may be evaluated according to: * relevant technical experience; * quality of similar previous work; * understanding of the assignment; * simplicity and maintainability of the proposed solution; * security approach; * human-control safeguards; * account and data ownership arrangements; * implementation programme; * fixed-price proposal; * expected recurring cost; * communication quality; * post-deployment support. The lowest-priced proposal will not necessarily be selected. --- # 25. Upwork Job Post Summary Savanna Tanks requires an experienced developer to build a Phase 1 WhatsApp AI enquiry assistant using the official WhatsApp Business Platform and OpenAI API. The system will collect customer and project information for GRP and galvanised steel tank enquiries, answer approved product questions, identify missing information, generate structured lead summaries, notify the sales team and allow human takeover. The AI must not issue prices, negotiate discounts, provide final engineering advice or make contractual commitments. Applicants must have demonstrable experience with both the OpenAI API and the WhatsApp Business API. Full source-code, data and account ownership must be transferred to Savanna Tanks. Please submit a fixed-price proposal by milestone, examples of similar work, proposed technology, estimated recurring costs and answers to the screening questions contained in the full Terms of Reference.