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Overview
This document outlines the scope of a dynamic chatbot product that allows customers to submit insurance or service claims via WhatsApp. The chatbot will serve as a standalone product that integrates with any platform (or similar platforms) for backend claim processing. The system should be modular and configurable so it can also be offered as a product to
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Scope of Requirements: Dynamic WhatsApp Chatbot for Claim Submission
1. Overview
This project aims to develop a WhatsApp-based chatbot product that enables customers to submit claims through a dynamic, guided conversation. The chatbot will be integrated with ClaimX for claim processing on your platform. Additionally, it will be designed as a scalable, white-label product that can be offered to other businesses/platforms with minimal customization.
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2. Objectives
• Allow end-users to submit claims via WhatsApp using a guided chatbot flow.
• Integrate submitted claims into the ClaimX system for backend processing.
• Build the chatbot as a productized solution that can be:
• Branded and configured for other businesses.
• Integrated with different claim processing systems if needed.
• Easily deployed and managed by non-technical users via a dashboard or config panel.
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3. Key Features
Customer-Facing Chatbot (WhatsApp)
• Dynamic, rule-based conversation flows for claim intake.
• Support for:
• Text input
• File uploads (images, documents)
• Voice notes (optional)
• Multi-language support (if required)
• User authentication/verification (e.g., via phone number, OTP)
Dynamic Claim Flow Builder
• Admin interface to create and manage chatbot flows without code.
• Configurable question trees and logic (conditional questions).
• Templates for common claim types (insurance, delivery issues, etc.)
Integration with any platform
• Auto-sync submitted claim data to any platform via API.
• Attach uploaded files, notes, and conversation transcript.
• Support for webhook/event-based updates.
Multi-Tenant Support
• Each client (you or your customers) gets:
• Custom branding (logo, name, colors)
• Unique chatbot number or sub-flow
• Independent dashboards and configurations
Admin Portal
• Claim tracking dashboard
• Flow builder and template library
• Client management (for your team to onboard new businesses)
• Logs and chatbot analytics
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4. Deployment & Access
• Hosted on scalable infrastructure (cloud-based)
• WhatsApp Business API integration via provider (e.g., Twilio, 360dialog)
• Optional chatbot widget for web integration (future scope)
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5. Security & Compliance
• End-to-end encryption via WhatsApp
• GDPR/CCPA-compliant data handling
• Role-based access control on admin portal
• Data retention settings per client
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6. Future Considerations (Optional in Phase 1)
• AI/NLP to enhance understanding of user queries
• Auto-recommend claim types based on free-text input
• Integration with other platforms (CRM, ERP, etc.)
• Voice-to-text and language translation