# AI Chatbot Service — Playbook

**Tier scope:** Starter ($997 Activation + $497/mo) · Growth ($2,497 Activation + $997/mo) · Pro ($4,997 Activation + $1,997/mo)

**Time budget — Activation (one-time build):**
- Starter: ~6 person-hours (intake review + 15 Q/A library + chatbot platform setup + lead capture wiring + customer testing)
- Growth: ~12 person-hours (Starter scope + calendar integration + CRM sync + qualification workflow + branded tone tuning)
- Pro: ~24 person-hours (Growth scope + multi-language + custom voice + human handoff config + analytics dashboard)

**Time budget — Maintenance (per month):**
- Starter: ~2 hours (analytics review + Q/A tweaks + monthly report)
- Growth: ~4 hours (analytics + quarterly Q/A refresh prep + calendar/CRM monitoring + monthly report)
- Pro: ~8 hours (monthly Q/A refresh + handoff monitoring + multi-language QA + dashboard maintenance + monthly review call)

**Owner:** Offshore team lead (AI specialist)
**US reviewer:** Marketing strategist + Sanket (sign-off on persona/voice for first 5 customers)

**Customer-facing SLA:**
- Activation delivery: Starter 7 business days · Growth 14 business days · Pro 21 business days from intake complete
- Monthly conversation report by 5th business day of following month (all tiers)
- Pro: monthly review call scheduled within first 10 days of month

## Required intake fields

Section A (1-12) and **Section C-10** (questions on chatbot platform, 15 most-asked questions, lead notifications, calendar/CRM tools for Growth+, languages + brand voice + handoff for Pro, existing chat plugin coordination, hours of operation, tone exclusions). Hard blocks:

- C-10 Q1 website platform
- C-10 Q2 the 15 most-asked questions (or commitment to build them on the kickoff call)
- C-10 Q3 lead-notification email destinations

## Activation step-by-step (per tier)

### Starter Activation (7 business days)
- **Day 1:** Intake review · platform access confirmed · 15 Q/A library drafted from intake content
- **Day 2:** 30-min kickoff call with customer to refine Q/A pairs · lock brand voice
- **Day 3-4:** Build chatbot on platform (see Internal Tools below) · wire lead capture form into customer inbox · internal QA pass
- **Day 5:** US strategist review · customer preview link sent
- **Day 6:** Customer revision round (max 3 iterations)
- **Day 7:** Deploy to live website · 30-day production monitoring begins

### Growth Activation (14 business days)
- Days 1-7: Same as Starter, with 50 Q/A library and quarterly-refresh schedule baked in
- Days 8-10: Calendar booking integration (Calendly / Google / Outlook per intake) + CRM sync wiring
- Day 11: Lead qualification workflow built (custom questions per intake)
- Day 12: Branded tone tuning · second customer preview
- Day 13: US strategist + Sanket sign-off
- Day 14: Deploy live · onboarding handoff to maintenance owner

### Pro Activation (21 business days)
- Days 1-14: Full Growth scope
- Days 15-17: Multi-step qualification + lead scoring logic · additional languages built
- Days 18-19: Human handoff configured (Slack / Teams / email per intake) · analytics dashboard provisioned
- Day 20: Custom voice + persona training run on brand samples · final QA
- Day 21: Deploy live · monthly review call scheduled

## Per-month maintenance (every tier)

- [ ] Pull conversation logs from chatbot platform
- [ ] Identify Q/A gaps (questions chatbot couldn't answer well)
- [ ] Tier-appropriate Q/A refresh (Starter: minor tweaks; Growth: quarterly batch; Pro: monthly batch)
- [ ] Lead-capture audit — sample 10 conversations, confirm leads landed in customer's inbox/CRM
- [ ] Pro: dashboard review · monthly review call
- [ ] Send monthly conversation report (PDF)

## Internal AI tools used (NEVER mention to customer)

> **DECISION REQUIRED BEFORE FIRST CUSTOMER:** Sanket commits which chatbot platform we standardize on. Candidates: Chatbase, Voiceflow, Intercom Fin, Chatling, or custom-built on LLM API. Pricing constraint: per-customer-per-month platform cost must be ≤30% of Starter's $497 monthly (≤$149) to maintain 70%+ gross margin per source doc.

- Chatbot platform: [TBD — Sanket commits]
- LLM provider: [TBD — OpenAI or Anthropic, billing active]
- Embed snippet generator: platform-native
- Conversation log analytics: platform-native + Google Sheets for monthly reports
- Internal QA: in-house tester runs 20 sample queries before deploy

## Internal QA checklist (every Activation, before customer preview)

- [ ] All 15/50/unlimited Q/A pairs answer correctly when phrased 3 different ways
- [ ] Lead capture form fires and lands in customer's inbox
- [ ] Mobile + desktop render correct
- [ ] Embed snippet does not break customer's existing site (test on staging if available)
- [ ] No mention of internal AI tool/platform names anywhere customer-facing
- [ ] Escalation/handoff logic tested end-to-end (Pro tier)
- [ ] Calendar booking test (Growth+) — book a test slot, verify it lands in customer's calendar
- [ ] CRM sync test (Growth+) — submit a test lead, verify it lands in customer's CRM
- [ ] Multi-language QA — native speaker review of each additional language (Pro)
- [ ] HIPAA disclaimer surfaced if customer is medical/dental — confirm no PHI handling in Q/A library

## Common gotchas

- **Customer wants more than 15 Q/A on Starter** — politely note tier limit; pitch Growth upgrade
- **Customer's site is on an exotic platform** — flag during kickoff; full refund if we can't deploy
- **Customer expects HIPAA-compliant chatbot** — point to "What This DOESN'T Do" on page; redirect to general info + scheduling only
- **Existing chat plugin conflict** — coordinate during kickoff; never disable customer's existing widget without explicit approval
- **Activation timeline slipping** — escalate immediately; missed Activation SLA = soft refund or comp month
- **Q/A drift over months** — schedule the refresh cycle in production tracker; never let it lapse

## Deliverable spec (per addendum §A.3)

### Starter — $997 Activation + $497/mo
- Up to 15 Q/A pairs + website content training
- Lead capture form integration
- Monthly conversation report (PDF)
- English only
- Standard helpful tone
- Email support

### Growth — $2,497 Activation + $997/mo
- Up to 50 Q/A pairs + quarterly refresh
- Lead qualification workflow (custom questions)
- Calendar booking (Calendly / Google / Outlook)
- CRM sync (HubSpot / Salesforce / Pipedrive / Zoho)
- English + 1 additional language
- Branded tone (intake-based)
- Email + phone support

### Pro — $4,997 Activation + $1,997/mo
- Unlimited Q/A + monthly refresh
- Multi-step qualification + lead scoring
- Smart calendar booking
- Bi-directional CRM sync + custom fields
- Human handoff via Slack / Teams / email
- Up to 4 additional languages
- Custom voice + persona training
- Live analytics dashboard + monthly review call

Cross-checked against addendum §A.3: matches.