Scope and deliverables

Dmitry Khinkis · 18 October 2026 · Draft v1 for discussion

Today two people answer around 200 WhatsApp chats (per day or per week, to confirm from CommBox data) through the CommBox menu bot. The goal: guests get a fast, warm answer in their own language, your customer service steps in only when a person is really needed, and management sees what is happening every week.

This is v1, based on our meetings. After a week with CommBox access and the chat history, I'll bring v2: with real numbers, and what is worth taking from CommBox and other tools and what isn't. Once approved, v2 becomes the statement of work under our agreement.

How we build it. We build your own system, in your accounts, in parallel with CommBox. CommBox keeps running as it does today; nothing stops it, and the subscription is paid until January. The new assistant is tested on a test number first, then moved to your number. CommBox stays as the fallback route until acceptance, so we can switch back quickly if needed.

What you get

WhatsApp only, as agreed on 18 October. Instagram and Facebook can be added later if needed.

AI assistant on WhatsApp

Guests write as they do today and get an answer in seconds, day or night.

Answers right away, no menu. The assistant gets its own friendly name, we pick it together (for example, Painty).
Answers in Hebrew, English and Russian, short and human. A short pick-list only where it helps (which branch, talk to a person).

Answers on its own

Opening hours and directions, for each branch.
Booking a table: the direct Ontopo link for the right branch. Changing or cancelling: by link.
Prices, home painting kits, gift cards.

Collects the details, then hands over

Private and corporate events: date, number of guests, branch, wishes.
“Is my piece ready?”: name, branch, visit date. Automatic status comes with piece tracking (step 2).

Always passes to a person

Complaints, refunds and payment disputes, a photo of a damaged piece, large corporate events, a guest asking for a person, two unclear messages in a row.
At night and on Shabbat it answers the simple questions, takes the rest as requests and promises a reply when the branch opens. Replies sent more than 24 hours after the guest's message use a template approved by Meta (a WhatsApp rule).
Its first message says it's Color Café's AI assistant, and that a person is one message away. Complaints and refunds go to a person from the very first message.

Customer service inbox

Where customer service sees the chats and replies. The interface matters: it's used every day.

All WhatsApp chats in one place, on phone and computer.
Handovers go to customer service, the way you work today (today that's Lenore). She decides what to do and talks to the branch. Every chat is tagged with the branch and the topic.
A handover arrives with a short summary: who the guest is, which branch, the topic and what the AI already said. The guest shouldn't have to repeat.
If a handover isn't answered in time during working hours, a reminder goes to a backup person you choose.
Week 2, working hours: the AI suggests each reply and customer service sends or edits it, so you see the quality before it answers on its own. At night and on Shabbat it already answers simple questions.
No inbox built from scratch: we take a proven open-source inbox (for example Chatwoot) on your own server and set it up around how you work. We take what works from CommBox and other tools on the market, and leave out features you don't use.

Simple management dashboard

One page: what happened this week.

Chats this week: answered by the AI, handed to the team, still open.
Topics in %: bookings, events, “is my piece ready”, prices and more.
Customer service response time.

More detail (busiest hours, which AI answers the team corrected) goes into the handover report. The bigger dashboard for the whole studio operation stays in step 3.

Also included

Prices and hours in one simple sheet. You edit it; the assistant answers from it.
Test set: 150+ real guest questions from your CommBox history, with the right answers. Every change is checked against it.
One-page guide for the team and a short training.
Uptime alerts and daily backups during the project.
Source code and documentation in a Color Café repository: how it works, how to deploy it, the list of services and monthly costs.
All accounts in Color Café's name, with you as admin from day one.

Not in this project

Instagram and Facebook messages (can come later).
Phone calls and voice-message transcription: on a voice note, the assistant politely asks the guest to type.
Automatic piece status and the “ready” message (step 2, piece tracking).
Creating bookings inside Ontopo: the assistant sends the link.
Moving old conversations into a new inbox: the history stays as a CommBox export.
Marketing broadcasts, checkout, payments, ValueCard.
BISQUE and the website.
Support after acceptance: a separate arrangement, monthly or on request.

How we'll know it's done

On your WhatsApp number, the assistant answers all topics you've approved, in Hebrew, English and Russian.
On the set of real questions: at least 80% of answers correct without edits, and zero critical errors (wrong price, wrong address, promising money or discounts).
Every handover reaches customer service with a summary and the branch tagged; if nobody replies in time, the reminder fires.
The last 5 working days live with no critical errors.
The dashboard shows the week's numbers. A before-and-after report: share of chats closed without staff, first response time, costs.

After handover you have 5 working days to review; one round of fixes is included. For 30 days after acceptance I fix reproducible failures to meet these criteria at no charge (section 10 of our agreement).

Timeline

One week of discovery, then 4 weeks of build.

Week 019–22 OctoberAccess and discoveryCommBox access, chat history, topic analysis, what to take from CommBox and other tools. Result: v2 of this page and a meeting with you.
Week 125–29 OctoberKnowledge base and testsThe full guest journey works on a test number: question, answer, handover to customer service.
Week 21–5 NovemberLaunch on your numberIn working hours the AI suggests replies and customer service sends them. Guide and training.
Weeks 3–48–19 NovemberThe AI answers approved topics on its ownTopics are added based on the numbers and with your OK. Dashboard, report, handover.

Timing is approximate. If access or data arrive later, or Meta asks to verify the business, dates move by the same amount.

How we work together

Little work on your side. I build the assistant from your chat history and the bot menu document; you and Lenore just tell me what to change. No need to write out every scenario up front.
Every week a short 20-minute check-in and a message: what's done, what I'm showing, what I need from you.
You see the work as it grows: a test number from week 1, your own number from week 2.
New ideas along the way are written down and estimated separately before we add them.
Guest data stays yours, as set out in our agreement (sections 7–8). I get your written OK on the list of services that touch the data before we start. Development uses anonymised data only.
Running costs for WhatsApp, AI and the server (around ₪300–800 a month, estimate) are paid by Color Café directly. The fee: by approving this scope we agree, under section 11, to set the fee in writing two weeks after launch.

If the direction looks right: the second tab has a short list of what I need to start. Let's meet after week 0 and sign off v2.