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Color Café · Customer Service AI Assistant
Scope and deliverables
Today two people answer about 82 WhatsApp chats a day (about 570 a week) 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.
In short. You get: (1) an AI assistant on your WhatsApp, (2) a customer service inbox with handovers and reminders, (3) a weekly management dashboard. Live on your number from 2–3 November, handover by 19 November. From you: written approval of this page, admin access to your Meta Business by 27 October, 1–2 hours with Linor, and the rest of “What we need from you next” (below).
What changed since v1 (18 October)
- A short summary at the top: what you get, the dates and what we need from you.
- New section “What we saw in your data”: volumes, response times by hour, what guests write about and what the assistant does with each topic.
- Clear rules for “is my piece ready”, pickup and booking changes: the assistant collects the details and customer service gets a ready card. An automatic readiness check is an option, estimated separately.
- New section “What we take from CommBox and the market, and what we don't”: the new assistant is not like the old bot and does not learn from it.
- New section “Services and data”: which services see guest data and where the CommBox export is kept.
- Acceptance: a native Hebrew speaker on your team reviews 30 sample answers.
- How the move from CommBox to your number works, and one list, “What we need from you next”, instead of the questionnaire.
- Unchanged: the fee terms and the WhatsApp-only scope.
This is v2, dated 22 October 2026. It is based on our meetings and on 4 months of your CommBox data (20 June – 22 October 2026). Once Ailene or Oscar replies “Approved” in writing (by email or in our work group chat), this version becomes the statement of work under our agreement (section 1). I'll send you a PDF of the approved version.
How we build it. We build your own system, in your accounts, in parallel with CommBox. Until launch (week 2), CommBox runs exactly as it does today; its subscription is paid until January, as we understand. The new assistant is tested on a test number first. When it moves to your WhatsApp number, CommBox stops replying on WhatsApp (its bot and auto-messages are switched off) but stays fully set up as the fallback until acceptance: if needed, we switch back (we test how long that takes before launch). At the switch, your team or CommBox turns off the CommBox bot and automatic WhatsApp messages; I don't change CommBox settings. Email and website chat stay in CommBox as today.
What we saw in your data
About 10,100 CommBox chats from 20 June to 22 October 2026.
- Volume: about 82 chats a day, around 570 a week. Sunday to Thursday is busier; Friday and Saturday have about half as many. The peak is 10:00–13:00.
- Languages: 98% Hebrew, 2% English. The assistant also replies in English and Russian.
- The old bot works with buttons only. Guests confirmed “that helped” in about 9% of its chats; in 36% the guest got lost in the menu (July–October). On average, 7.7 bot messages per chat.
- About 20% of chats come after a phone call: the phone menu sends a WhatsApp link. In 12% the guest sends a photo or file (usually a receipt); voice notes appear in 0.6%.
How fast people reply
| When the guest writes | Reply within 15 min | Half get a reply within | No reply from a person |
|---|---|---|---|
| Sun–Thu, 10:00–18:00 | 70% | 3.5 min | 11% |
| Sun–Thu, outside these hours | 27% | 1 h 15 min | 21% |
| Friday and Saturday | 1% | about 22.5 h | 49% |
In working hours your team replies fast. About a third of chats arrive when support is closed, including Friday and Saturday, when the studios are open. The gap is in the hours and the menu, not in the people. Some chats needed no reply (thank-yous, spam).
What guests write about
| Topic | Share | What the assistant does |
|---|---|---|
| Is my piece ready? | 25% | Explains the general rules right away, collects the order details and sends customer service a ready card. |
| Picking up: Fri/Sat, storage, for someone else, courier | 21% | Answers the pickup rules right away. Exceptions go to customer service with all the details. |
| Prices, payment, discounts | 14% | Answers on its own, right away, 24/7. |
| How a visit works: length, age, food and wine, dogs, choice of pieces, parking, hours | 11% | Answers on its own, right away, 24/7. |
| Changing a booking: running late, new time, number of people, cancelling | 11% | Points to the link in the Ontopo SMS, or collects the details for customer service. |
| New booking, free spots | 8% | Sends the booking link for the right branch. |
| Events and groups | 4% | Answers general questions, collects date, number of guests and branch, then hands over to a person. |
| Complaints | 3% | Hands over to a person straight away. |
| Other: jobs, suppliers, home kits, “I want a person” | 3% | Answers if it's general information; otherwise hands over to a person. |
Random sample of 600 chats, accurate to ±4 points.
What a real answer needs
- General information, 30%: the assistant answers on its own, right away, 24/7.
- Order details, 33%: for now, the general rule plus a card for customer service. Option: the assistant checks readiness itself.
- Booking system, 14%: a link, or a card for customer service.
- A person's decision, 15%: handover to customer service with a short summary.
- Nothing to answer, 8%: no reply needed.
What you get
WhatsApp only, as agreed on 18 October. Instagram and Facebook can be added later if needed.
1
AI assistant on WhatsApp
Guests write as they do today and get a quick reply at any hour: a real answer to general questions, or a clear next step.
- Answers right away, no menu, in one or two messages to the point. The assistant gets its own friendly name, we pick it together (for example, Painty).
- Replies in Hebrew, English or Russian, matching the guest, short and human; other languages get a short reply in English or Hebrew. A short pick-list only where it helps (which branch, talk to a person).
- Guests who come via the link after a phone call also get an answer right away. If your phone menu sends the WhatsApp link through CommBox, we agree how to switch it over with you before launch.
Answers on its own, right away, 24/7
- Opening hours, directions and parking, for each branch.
- Prices, payment and discounts, home painting kits, gift cards.
- How a visit works: how long it takes, age, food and wine, dogs.
- General rules on ready pieces and pickup: a piece is ready in 2–6 weeks, and an SMS from COLOR CAFE says so (it may land in spam). Pickup at the branch where you painted, Sun–Thu 10:00–20:00; Friday and Saturday by arrangement, with the order packed in advance.
- New booking: the booking link for the right branch (Ontopo).
Collects the details, then hands over to customer service
- “Is my piece ready?” and pickup: the order number (from the digital receipt in the SMS), or full name, branch and painting date, plus a photo of the receipt if the guest has one. Customer service gets a ready card and doesn't have to ask for the order number again.
- Booking changes (running late, new time, number of people, cancelling): the assistant points to the link in the Ontopo SMS, or collects the booking details and what to change and passes them to customer service. Your team changes the booking in Ontopo, as today.
- Private and corporate events: date, number of guests, branch, wishes.
Option, estimated separately: an automatic readiness check. If the assistant gets read access to the system that sends the “ready” SMS, it can answer “ready / still in progress” on its own. We estimate it once we see that system. Full piece tracking stays in step 2.
Hands over to a person, and when
- Complaints, refunds and payment disputes, a photo of a damaged piece, compensation, exceptions to the rules (longer storage, a special pickup), large corporate events, a guest asking for a person, two unclear messages in a row.
- At night and on Friday–Saturday it answers general questions right away, takes the rest as a request for customer service and tells the guest honestly when a person will reply. 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 the guest can ask for a person at any time. Complaints and refunds go to a person from the very first message.
2
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 (Linor and her colleague). They decide what to do and talk 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 doesn't have to repeat.
- If a handover isn't picked up within the time you set (for example, 15 minutes) during working hours, the backup person you choose gets a reminder: the chat is reassigned to them with a push notification. The same applies to an AI-suggested reply that isn't sent in time.
- Quick reply templates for customer service.
- 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 Friday–Saturday it already answers simple questions.
- No inbox built from scratch: we take Chatwoot, a proven open-source inbox, on your own server and set it up around how you work.
3
Simple management dashboard
One page: what happened this week.
- Chats this week: closed 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 production accounts in Color Café's name, with you as admin (details under “Services and data”).
What we take from CommBox and the market, and what we don't
The new assistant is not like the old bot and does not learn from it. The chat history shows what guests ask; facts and rules come from the knowledge base and your team's real replies. We agree the tone with Ailene and Linor.
- We take
- Chat tags: topic and branch.
- A response time for handovers, with a reminder.
- One shared inbox on phone and computer.
- Meta templates for replies after 24 hours.
- Quick reply templates for the team.
- A report by topic.
- We leave out
- The button menu and “I can't recognise your request”.
- Long “Did that help?” chains.
- Cold auto-closing: “we are forced to close your request”.
- “We'll reply soon” with no time given.
- CommBox modules you don't need: campaigns, telephony, social media, AI agents.
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 readiness check for pieces: not included; it's an option we estimate and agree separately.
- Full piece tracking and the automatic “ready” message (step 2).
- Creating or changing bookings inside Ontopo: the assistant sends the link or passes the details to customer service.
- Moving old conversations into the new inbox: the history stays in CommBox (you can export it there before the subscription ends).
- Marketing broadcasts, checkout, payments, ValueCard.
- BISQUE and the website.
- A guaranteed uptime level (SLA). The assistant depends on Meta, Anthropic and the hosting provider; during the project I get alerts and react, but their outages are outside my control.
- Support after acceptance: a separate arrangement, monthly or on request.
Services and data
Which services the project uses and what guest data they see (sections 4 and 7 of our agreement).
| Service | What for | Data |
|---|---|---|
| Meta WhatsApp Business Cloud API | Sending and receiving WhatsApp messages. | Messages, guest name and phone, photos and files. |
| Anthropic Claude API | The assistant's replies. | Message texts, photos and files the guest sends, guest name and phone. |
| Chatwoot (open source) | Customer service inbox, on your server. | Chats, guest name and phone, team accounts. |
| Chatwoot mobile app notifications (Apple / Google push) | Alerts on the team's phones. | Guest name and the start of the message. |
| Server in Color Café's account (e.g. Hetzner, EU; I confirm the provider with you in writing before any guest data goes there) | Hosts the inbox and the assistant. | Everything the inbox and the assistant store. |
| Backups | Daily encrypted copy of the inbox and assistant data, stored in Color Café's account. | Everything the inbox and the assistant store. |
| Uptime monitoring | Alerts if the system is down. | No guest data. |
| Code repository (GitHub or similar), Color Café's account | Code, documentation, anonymised test set. | No guest data. |
| Google Sheets or similar | The prices and hours sheet. | No guest data. |
| Claude Code | My development tool: working with the CommBox chat history (knowledge base, test set). | CommBox chat texts, which may include guest names and phones. |
- Guest data in the project: name and phone from WhatsApp, message texts, photos and files the guest sends (usually receipts), and order and booking details they write (order number, branch, date).
- The CommBox history export and working files made from it are kept only on my work laptop (encrypted disk), not in cloud storage. When the project ends (at acceptance or earlier), I delete them, including my development tool's local logs, and confirm this in writing. The anonymised test set stays in your repository. Texts processed through Claude Code are retained by Anthropic under its own data policy.
- All production services are in Color Café's accounts, with you as admin. During week 1, testing runs on my development accounts, with test data and the anonymised test set only. If a new service is needed, I ask you in writing first.
Approving this scope is your written approval under sections 4, 7 and 8 of our agreement: of these services, their purpose and the data categories, and of keeping the export on my laptop.
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). Correctness is checked against the knowledge base; a sample of 30 Hebrew answers is reviewed by a native speaker from your team. You see the full results table.
- Every handover reaches customer service with a summary and the branch and topic tagged; if nobody picks it up within the set time, the reminder to the backup person 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.
The “before” for comparison (CommBox, June–October 2026): on Friday–Saturday half of guests wait about 22.5 hours for a person's reply, and 49% never get one; guests confirmed “that helped” in about 9% of the old bot's chats (July–October). These are measures for the report, not acceptance conditions.
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
Discovery is done; 4 weeks of build ahead.
- Week 019–22 OctoberAccess and discovery done22 October: CommBox access, 4 months of chat history, topic analysis, what to take from CommBox and the market. Result: this v2 page.
- Week 125–29 OctoberKnowledge base and testsStarts on Sunday 25 October without waiting for v2 sign-off: on a test number, your number is not touched. 1–2 hours with Linor. The full guest journey works on the test number: question, answer, handover to customer service.
- Week 21–5 NovemberLaunch on your numberSunday 1 November: guide and training for the team. Monday–Tuesday 2–3 November, in the evening: the assistant moves to your number. From then on, in working hours the AI suggests replies and customer service sends or edits them. At night and on Friday–Saturday it answers simple questions right away.
- 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.
Condition: admin access to your Meta Business by Tuesday 27 October (we check where the WhatsApp account sits and whether the business is verified). With it, launch on your number is on 2–3 November. If access or data arrive later, or Meta asks to verify the business, dates move by the same amount. “Launch” means the day the assistant starts working on your number.
How we work together
- Little work on your side. I build the assistant from the CommBox knowledge base and your team's real replies; you and Linor 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). Which services see it is listed above, under “Services and data”. The test number runs on test data, without real guests.
- 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 (the day the assistant starts working on your number, planned for 2–3 November).
What we need from you next
- By Tuesday 27 October:
- Admin access to your Meta Business. With it, launch on your number is on 2–3 November; if it comes later, dates move by the same amount.
- Who owns your WhatsApp Business account (WABA) and how WhatsApp is paid for. Before launch, Color Café's card needs to be on the WABA.
- A contact at CommBox or your integrator, to find out: who sends the WhatsApp link after a phone call; how to turn off the CommBox bot, auto-replies and auto-closing for WhatsApp without removing CommBox's access; and how long switching back takes.
- Production accounts in Color Café's name: server, Anthropic (with your card), a subdomain and DNS access.
- Names: the backup person for reminders, and the native Hebrew speaker who reviews answers.
- A separate CommBox user for me (read-only is enough), so my access never interferes with your team's work. Side note: the password of the shared admin login expires on 26 October; please renew it on your side.
- In week 1 (25–29 October): 1–2 hours with Linor.
- By 29 October: a native Hebrew speaker on your team reviews about 30 sample answers (around 30 minutes).
- By 29 October, for the knowledge base: one rule for how long finished pieces are kept (the knowledge base says “about 2 months”, replies say “a month” or “2 weeks”); the rule for compensation on damaged pieces (a voucher for the piece's value, valid 1 or 2 years, who decides); Friday pickup 10:00–14:30 or until 15:00; price range ₪100–350 or ₪100–450.
- Before launch on 2–3 November: who handles handovers on Friday–Saturday.
- For the readiness-check option: which system marks an order as ready and sends the SMS, and whether read access is possible.
This list replaces the questionnaire in section 2 (“What I need to start”).
Week 1 starts on Sunday 25 October on the test number. Once Ailene or Oscar replies “Approved” in writing, this version (v2, 22 October 2026) becomes the statement of work under our agreement.