# Customer Messaging Platform — working brief

Channels in scope (WhatsApp, Instagram DM, Facebook Messenger, web widget):
Conversations per month on each channel in your busiest month:
Reply hours promised to customers (weekdays, weekends, holidays):
Agents per shift, including part-time and seasonal staff:
Conversation split (bot can answer / needs a person / business sends first):
Assignment rule (by channel, language, topic or first available):
Follow-ups per month sent after the WhatsApp reply window closes:
Records to show inside the thread (orders, bookings, invoices, CRM contact):
Lookups or CRM updates per conversation:
Roles needed (agent, supervisor, administrator) and what each may see:
Business-initiated messages planned (order updates, reminders, payment requests):
Setup and ongoing support hours expected:

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