Introduction

This PRD outlines the requirements for integrating a chat system within the Campaigner App and igbknd to facilitate efficient communication between campaigners and operations executives at ImpactGuru. The system will leverage a bot to handle common queries and allow seamless transition to human agents when needed. This system aims to replace the current WhatsApp group communication with a structured, trackable, and efficient chat interface.

Problem Statement

The current process of communication between campaigners and our operations team relies heavily on external applications like WhatsApp. This reliance on a third-party platform poses significant challenges:

  1. Efficiency and Scalability: Managing multiple WhatsApp groups is not scalable for our operations team, especially as we grow in terms of the number of campaigns we support. This leads to inefficiencies in communication and delays in response times, ultimately affecting the experience of campaigners and the success rate of campaigns.
  2. User Experience: The lack of integration between the communication platform and our internal tools (Campaigner App for campaigners and igbknd for operations executives) hinders a seamless user experience. Campaigners and operations executives must switch between different applications to manage campaigns and resolve queries, leading to friction and a disjointed experience.
  3. Automated Support: The current system lacks the capability to automate responses to common queries. This limitation prevents us from providing timely and consistent support to our campaigners.

To address these challenges, we envision developing an integrated chat system within our existing applications (the Campaigner App and igbknd). This system will streamline communications, improve the user experience, and introduce automated support capabilities, ultimately leading to faster query resolution, improved operational efficiency, and higher campaign success rates.

Objectives

Functional Requirements

General Requirements