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Chat Bot Channel Integration

Description

Connects AI bots to customer-facing chat channels — web widget, WhatsApp, Facebook Messenger, Telegram, and SMS — enabling automated handling of customer enquiries before escalating to a live agent. Channel-specific formatting and media types are handled transparently.

Canonical use case

A courier company deploys a WhatsApp bot that handles parcel tracking queries for 70% of inbound messages automatically, escalating only complaints and change-of-address requests to agents.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing