Project Proposal Document
ATM WhatsApp Support Bot
QR Scan → Smart Bot Journey → Live Agent → Call Connect
A complete WhatsApp-based ATM support platform using Official WATI and Ultramsg APIs,
with a full Admin Panel to build conditional question journeys, allocate agents, and connect customers via call.
Document Type: Client Proposal (English)
Modules: Web Admin Software + WhatsApp Bot + Agent Desk + Calling
Status: Proposal / Scope Document
Confidential – For Client Review
1. Executive Summary
When a customer faces any ATM problem (cash stuck, amount debited but not dispensed, card retained, machine error, or any other issue),
they scan a QR code placed at the ATM. WhatsApp opens and connects them to our support number.
Core idea: Bot handles first-level support using admin-designed questions.
If the issue is not resolved, a live agent is assigned on WhatsApp and both customer + agent are connected on a call using Call API.
What the platform includes
1. WhatsApp BotGreeting, guided questions, conditional paths, ticket creation
2. Admin Web PanelQuestion builder, Yes/No routing, ATM QR, agents, reports
3. Agent DeskWhatsApp allocation, chat reply, ticket history, call trigger
4. Calling ModuleBridge call between customer and assigned agent
APIs used
- WATI Official WhatsApp Business API partner (templates, delivery, enterprise messaging)
- Ultramsg Complementary WhatsApp messaging workflows and flexibility
- Call API Voice bridge so customer and agent speak live
2. Customer Journey (End-to-End)
- Customer has ATM issue (cash stuck / failed txn / card problem / other).
- Scans QR code at ATM.
- WhatsApp opens → connects to our support WhatsApp number.
- Bot sends greeting and starts question journey.
- Customer answers questions. Path changes based on Yes / No / option selected.
- Bot tries to resolve / collects full issue details.
- If still unresolved → system allocates a live agent on WhatsApp.
- Agent replies on WhatsApp with full context.
- If needed → Call API connects customer + agent on voice call.
- Ticket closed with notes, call log, and resolution status.
ATM Problem
-> Scan QR Code
-> WhatsApp Chat Opens
-> Bot Greeting
-> Question Journey (Admin Controlled)
|-- YES answer -> Next Question Path A
|-- NO answer -> Next Question Path B
-> Resolved by Bot?
|-- YES -> Close / Thank You
|-- NO -> Assign Live Agent (WhatsApp)
-> Agent Chat Reply
-> Trigger Call Bridge (Customer <-> Agent)
-> Resolve & Close Ticket
3. Web Software Modules (Admin Panel)
This is the complete web software the client/ops team will use.
| Module |
What it does |
| Dashboard |
Live chats, open tickets, bot vs agent resolution %, ATM hotspots, SLA alerts |
| Question / Journey Builder |
Create questions, options, Yes/No branching, next-question rules, resolution tips, escalation rules |
| ATM & QR Manager |
Add ATM ID, branch, location; generate QR; map QR scan to ATM context |
| Agent Manager |
Create agents, shifts, skills, WhatsApp allocation rules, availability status |
| Agent Desk / Inbox |
Assigned chats, reply on WhatsApp, view full journey answers, raise call |
| Calling Center |
Trigger customer–agent call, call status, call logs linked to ticket |
| Ticket Center |
Ticket list, status (Open/In Progress/Resolved), priority, notes, history |
| Reports & Analytics |
Issue types, resolution time, escalation rate, agent performance, ATM-wise reports |
| Settings |
WATI / Ultramsg / Call API keys, greetings, working hours, templates, roles & permissions |
4. Question Builder (Admin Controlled)
Admin panel se pura conversation journey banega. Developer ke bina business team questions add/edit kar sakti hai.
Har answer ke hisaab se next question decide hoga.
4.1 What Admin can configure
- Greeting message text
- Question text
- Answer type: Yes/No, Multiple Choice, Free Text, Image/Receipt upload
- For each answer: Next Question mapping
- Resolution message / self-help tip after a path
- Escalation rule: “If not resolved → send to agent”
- Enable / disable a journey version
- Order / rearrange questions
4.2 Branching rule (Yes / No example)
| Question |
If YES |
If NO |
| Q1. Was cash supposed to be dispensed? |
Ask Q2: Did machine show “Please take cash”? |
Ask Q3: What other issue are you facing? |
| Q2. Was amount debited from account? |
Ask amount, time, last 4 card digits, ATM ID → Create ticket → Agent if needed |
Guide retry steps / nearby ATM suggestion → Ask “Is issue resolved?” |
| Q4. Is your issue resolved now? |
Send thank-you message and close chat |
Escalate to live agent + optional call connect |
Important: “Yes aaya to next question X, No aaya to next question Y” — ye poora Admin Panel se configure hoga.
Same logic multiple-choice options pe bhi lagega (Option A → Q5, Option B → Q8, etc.).
5. Sample Question Journey (ATM Cash Issue)
BOT: Hello! Welcome to ATM Support. We are here to help.
BOT: Please select your issue:
1) Cash not received
2) Card retained
3) Transaction failed / amount debited
4) Other
USER: 1) Cash not received
BOT: Was the amount debited from your account? (Yes / No)
-- If YES --
BOT: Please share:
- Approximate amount
- Transaction time
- Last 4 digits of card
- ATM ID (auto if QR mapped)
BOT: Thank you. We have registered your complaint.
BOT: Do you want to talk to our agent now? (Yes / No)
YES -> Assign Agent + Start Call option
NO -> Ticket created, updates on WhatsApp
-- If NO --
BOT: Please try these steps:
1) Wait 30 seconds near ATM
2) Check if cash tray opened
3) Do not leave ATM yet
BOT: Is cash received now? (Yes / No)
YES -> Great! Issue resolved. Thank you.
NO -> Escalate to Agent + Call Connect
All texts and next-step links above are editable from Admin → Journey Builder.
6. Agent Desk + Calling Module
6.1 Agent allocation (WhatsApp)
- When bot cannot resolve, ticket auto-escalates.
- System allocates available agent based on rules (shift, skill, language, load).
- Agent gets chat on Agent Desk with full conversation + ATM details + customer answers.
- Agent replies directly to customer on the same WhatsApp thread.
- Customer does not need to change number or app.
6.2 Calling feature (Customer ↔ Agent)
- Agent (or auto-rule) triggers Call Connect from panel.
- Call API dials / bridges both sides: Customer number + Agent number.
- Both receive the call and get connected for live voice support.
- Call status and duration are saved in ticket history.
- Useful for complex ATM disputes needing real-time guidance.
6.3 Agent Desk screens (web software)
My ChatsOpen assigned WhatsApp conversations
Ticket DetailJourney answers, ATM ID, timeline
Reply BoxSend WhatsApp reply to customer
Call ButtonOne-click bridge call to customer
Result: Bot does first-level work. Agent handles only unresolved cases — with full context and optional live call.
9. Suggested Delivery Phases
- Phase 1 – MVP: QR connect, greeting bot, Admin question builder (Yes/No routing), WATI/Ultramsg webhooks
- Phase 2: Ticket center, ATM mapping, basic reports
- Phase 3: Live Agent Desk + WhatsApp allocation
- Phase 4: Calling module (customer + agent bridge)
- Phase 5: Advanced analytics, multi-language, multi-region rollout
10. What We Need From Client
- ATM issue categories + current SOP
- WhatsApp Business number(s) and greeting tone
- Agent team list, shifts, escalation matrix
- Call API / telephony preference (if already available)
- Pilot ATM list for QR rollout
- Branding / compliance guidelines
11. Next Steps
- Client reviews this proposal
- Freeze Phase-1 MVP scope
- Confirm WATI + Ultramsg + Call API setup
- Share first sample journey (one ATM issue type)
- Kick off development + Admin Panel demo
Thank you
ATM WhatsApp Support Bot — Instant help at the ATM, smart question journeys from Admin, live agent on WhatsApp, and call connect for complex cases.