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Merciglobal WhatsApp Chatbot Documentation

1. Overview

This document outlines the functional workflow, system architecture, and commercial terms for the WhatsApp Chatbot solution developed and deployed by Merciglobal.

The chatbot is designed to automate customer/vendor interactions via the company’s registered WhatsApp Business number. It validates users against the company database and provides self-service access to ledger statements, outstanding details, and invoice downloads.

See workflow: https://erp.merciglobal.com/apis/images/files/whatsapp-chatbot-flow-customer-and-vendor-automation.pdf

2. Functional Workflow

2.1 Trigger Event

  • A user sends a message to the company’s registered WhatsApp number.

2.2 User Identification

System Action: - Capture sender mobile number. - Validate number against Customer/Vendor Master Database.

Decision Logic:

  • If number is NOT registered → Unknown User Flow
  • If number IS registered → Registered User Flow

3. Unknown User Flow

3.1 Greeting Message

If the number is not found in the database, the system sends:

  • Welcome message
  • Brief company introduction
  • Business description
  • Official contact details (Phone, Email, Website)
  • Office address (optional)
  • Instructions for manual assistance

3.2 Flow End

No transactional options are provided unless the user becomes registered.

4. Registered User Flow

4.1 Welcome Message

System sends a personalized welcome message:

"Welcome [Customer/Vendor Name]. How can we assist you today?"

4.2 Interactive Options (WhatsApp Buttons)

The following buttons are displayed:

  1. Get Ledger
  2. Get Outstanding
  3. Download Invoice

5. Action Handling Logic

5.1 Get Ledger

System Process: - Fetch ledger statement from ERP/Accounting system - Generate PDF (if required) - Deliver document via WhatsApp

Output: - Ledger PDF or formatted ledger summary

5.2 Get Outstanding

System Process: - Retrieve outstanding balance from ERP - Format as summary or generate PDF - Send via WhatsApp

Output: - Outstanding statement

5.3 Download Invoice

System Process: - Request invoice number (if required) - Validate invoice against customer account - Fetch invoice from ERP/document repository - Send invoice PDF via WhatsApp

Output: - Invoice PDF document

6. Technical Architecture

6.1 Core Components

  • WhatsApp Business API Integration
  • Backend Application Server
  • Customer/Vendor Master Database
  • ERP/Accounting System Integration
  • PDF Generation Module
  • Secure Document Delivery via WhatsApp Media API

6.2 Security Considerations

  • Number-based authentication
  • ERP access control
  • Secure document transmission
  • Activity logging and audit trail

7. Deployment Scope

The implementation includes:

  • Workflow design
  • Conversation logic development
  • WhatsApp Business API integration
  • ERP integration for ledger, outstanding, and invoice retrieval
  • PDF generation setup
  • Testing and production deployment

8. Commercial Terms

8.1 One-Time Implementation Charges

Merciglobal charges:

INR 25,000 + GST (one-time charge)

This covers: - Design - Development - Integration - Testing - Deployment

8.2 Annual Maintenance & Platform Charges

From the first year onwards:

USD 150 per year (converted at prevailing INR exchange rate) + GST

This includes: - Platform maintenance - API upkeep - Minor updates - Technical support

Note: WhatsApp conversation charges (if applicable) are billed separately as per Meta/WhatsApp pricing policy.

9. Assumptions

  • Client provides ERP/API access credentials.
  • GST is applicable as per prevailing government regulations.

10. Conclusion

The Merciglobal WhatsApp Chatbot provides automated, secure, and scalable customer/vendor interaction for financial document retrieval, reducing manual workload and improving response efficiency.