Templates
Reusable document templates for common CS workflows. Copy these, fill in the customer-specific details, and you’re off.
Discovery & scoping
| Template | When to use | Format |
|---|---|---|
| Discovery questionnaire | First customer meeting — structured questions to understand pain points, volume, systems, requirements | Checklist |
| Technical assessment | Pre-sales technical scoping — integrations, data residency, infrastructure | Checklist |
Discovery questionnaire (starter)
Use this as a starting point for the discovery call. Adapt based on the customer’s industry.
Business context:
- What is your core logistics operation? (last-mile, freight, port, warehouse)
- How many orders/shipments per day?
- What’s your current CX volume? What % is tracking queries (WISMO)?
- What channels do your customers use? (phone, WhatsApp, email, chat)
Systems & integrations:
- What TMS/WMS do you use? (Shipsy, SAP, Oracle, custom)
- What ERP? CRM?
- What carrier integrations do you need?
- What telephony/messaging providers? (existing Twilio, Meta WhatsApp setup?)
Data & security:
- Where is your data hosted? Any data residency requirements?
- Do you have SOC 2 / ISO requirements for vendors?
- Is cloud LLM acceptable, or must everything be on-prem?
Success criteria:
- What does “success” look like for this deployment?
- What KPIs will you measure? (automation rate, response time, cost savings)
- What’s your timeline for going live?
Solution design
| Template | When to use | Format |
|---|---|---|
| Solution architecture doc | After discovery — maps use cases to agents, tools, integrations | Document |
| ROI calculator | Business case for stakeholders — cost savings vs deployment cost | Spreadsheet |
ROI calculator framework
| Metric | How to calculate |
|---|---|
| Current cost per interaction | (CX team cost / month) ÷ (interactions / month) |
| Projected automation rate | Start with 60-70% for WISMO, 40-50% for complex agents |
| Annual savings | (interactions/year) × (automation rate) × (cost per interaction) |
| Deployment cost | Platform fee + integration effort + configuration |
| Payback period | Deployment cost ÷ monthly savings |
Implementation
| Template | When to use | Format |
|---|---|---|
| Implementation plan | Project kickoff — phases, milestones, owners, timeline | Spreadsheet/Gantt |
| Integration spec | Engineering handoff — API endpoints, auth, data mapping | Document |
| Eval scenario set | Pre-UAT — test scenarios by category | Spreadsheet |
Eval scenario categories
For every agent, build scenarios across these categories:
- Happy path — standard input, expected output (5-10 scenarios)
- Edge cases — unusual but valid inputs (5 scenarios)
- Adversarial — inputs designed to break the agent (3-5 scenarios)
- Timeout — slow/unresponsive tool calls (2 scenarios)
- Language switch — multilingual handling (2 scenarios per language)
- Escalation — out-of-scope queries (3 scenarios)
See Eval framework for how to run these.
Customer-facing
| Template | When to use | Format |
|---|---|---|
| Demo playback | Post-demo follow-up — what we showed, next steps | Document |
| Business case | Executive buy-in — ROI, timeline, risk mitigation | Presentation |
| Technical overview | CISO/CTO review — architecture, security, deployment | Presentation |
Key decks (ready-to-use)
These aren’t templates but frequently-used starting points:
| Deck | Slides | Use for | Link |
|---|---|---|---|
| Agentic Capabilities — Master | 75 | Comprehensive overview | Open |
| Agent Platform Capabilities | 1 | Whiteboard session | Open |
| AgentFleet overview | 3 | Quick intro | Open |
See Decks library for the full catalogue.
Sources
- CS Org — Roles & Ways of Working
- See Standard CS workflows for when to use each template
Changelog
- 26 May 2026: Full content with discovery, solution design, implementation, and customer-facing templates.