SW-118945 - South Africa - WhatsApp Business Solution Implementation Service - Deadline September 29,2026

Vendor needs to provide WhatsApp business solution implementation service. – Design, develop and implement WhatsApp Business solution.– Manage the process for Meta Business verification.– Provide all deliverables required for the planning, design, implementation, testing, deployment, support, and closure of the WhatsApp Business solution project.– Disaster Recovery and Tests – This involves participating in the pre and actual disaster recovery tests including creating a step–by–step disaster recovery manual for starting up the solution in DR and production after the test or actual DR.– User Access Management – Ensure that the user access is maintained and kept up to date at all times.– The solution must integrate with the agency’s Respond Case Management System to enable real–time query processing, retrieval of complaint information, and the provision of accurate case status updates to complainants through the WhatsApp platform.– The solution should enable users engaging with the agency through digital platforms such as the agency WhatsApp channel, Facebook, LinkedIn, X and other relevant social media channels to be redirected easily to the agency WhatsApp Business platform.– The solution must enable complainants to• Track the status of their complaints,• Receive progress updates on their complaints including issuing of the case reference number when the complaint is lodged,• Submit confirmation of settlement of the complaint with the fund or employer– The solution should provide• A simple, intuitive and user–friendly interaction model that supports structured conversation flows, rich menus and interactive messages• Automated responses, quick reply options and guided self–help menus• FAQ and keyword–based assistance• Chatbot and AI–powered question answering• Multilevel conversation menus to enable efficient stakeholder engagement.• Intent recognition and natural language processing– The solution must support various notifications to be sent to the complainant such as reference number notification, case status notifications, service notifications, reminder messages, broadcastmessages, optional marketing communications, one–time–password messages and customer authentication messages.– The solution must provide dashboard reporting, usage statistics, volume reporting and service performance reporting.