Problem and intended outcome
Prepared for: [Client name]. Prepared by: [Agency name]. Proposal date: [Date]. Service period: [Start date] to [End or review date].
Current problem: [Describe the observed enquiry or follow-up gap]. Evidence supplied by the client: [Records and observation period]. Intended outcome: [Define the outcome to track]. Baseline: [Client-verified baseline, or state that it is not yet measured].
Assumptions to validate: [List assumptions]. This proposal does not guarantee [Bookings, revenue or other outcomes that have not been established].
Scope and responsibilities
- Included workflows: [Enquiry types, channels, languages and working hours].
- Information sources: [Approved documents and person responsible for updates].
- Enabled actions: [Actions the system may perform and their limits].
- Agency responsibilities: [Setup, review, maintenance and support tasks].
- Client responsibilities: [Access, information, staff coverage and response ownership].
- Supplier responsibilities confirmed for this proposal: [Technology and support scope].
- Excluded work: [Clinical advice, negotiation or other tasks outside this engagement].
Handoff process: [Trigger] routes to [Named role or team] through [Channel]. If unavailable: [Fallback and callback expectation]. Launch depends on: [Access, approvals and agreed acceptance checks].
What the client approves
- Scripts, knowledge sources and agent identity: [Approver and approval record].
- Sensitive actions and exceptions: [Actions requiring approval and who approves them].
- Contact permissions, calling or messaging practices and recording approach: [Responsible reviewer and confirmation needed for the relevant jurisdiction].
- Data access and retention arrangements: [Approved approach and responsible owner].
- Launch and later changes: [Acceptance criteria, review process and rollback owner].
Changes outside scope: [How a change is requested, priced and approved before work starts]. Incident response: [Who is notified, how the workflow is paused and who approves resumption].
Reporting and review
Report frequency: [Cadence]. Report owner: [Role]. Report recipients: [Approved recipients]. Review meeting: [Schedule].
- Activity: [Enquiries handled, attempts and completed actions to report].
- Quality: [Accuracy checks, complaints, failed actions and unresolved handoffs].
- Outcomes: [Agreed definitions, data sources and observation window].
- Comparison method: [Baseline or holdout design, if applicable, and limitations].
- Changes proposed: [Evidence, approver and date of acceptance].
Missing or unreliable data will be labelled [Agreed label] and explained. Results will be reported as observed, with [Agreed uncertainty and sample limitations], rather than attributed to the service without evidence.
Price and commercial placeholders
- Setup fee: [Amount and currency] for [Deliverables].
- Recurring management fee: [Amount and currency] per [Billing period].
- Included usage: [Allowance and measurement method].
- Additional usage: [Rate, currency, notification threshold and approval process].
- Taxes and invoicing: [Treatment to confirm with the relevant adviser].
- Payment terms: [Due date and agreed terms].
- Renewal, cancellation and handover: [Notice, export arrangements and responsibilities].
Acceptance: [Client representative], [Agency representative], [Approval method] and [Date]. Replace every bracketed field and resolve open points before sending the proposal for acceptance.
Using AceOS
AceOS answers calls and WhatsApp, performs actions through enabled tools and schedules follow-ups, with human approval for sensitive actions. Include only the workflows you have confirmed for the client’s proposed setup.