COMERCIAL-GTI/docs/superpowers/specs/2026-07-29-commercial-outreach-pilot-design.md

# Commercial Outreach Pilot Design

## Goal

Create a supervised WhatsApp prospecting operation for Gustavo, commercial representative of Grupo GTI, focused on qualified conversations and demonstrations for GTI Vendas and G-Delivery without treating volume as the primary objective.

The pilot must preserve the operator's control, identify replies before any further automation, honor opt-outs, avoid unverified numbers, and produce enough evidence to improve targeting and copy.

## Current Context

- The lead base contains 2,680 companies in Santo Antonio de Jesus, Bahia.
- The current database groups 2,066 leads under ERP or management interest and 614 under WhatsApp self-service interest.
- The current automation is disabled.
- The current generic template, `Meu servico`, does not represent either approved product.
- The existing `5-12` second interval is not suitable for this pilot and must not be reused.
- The WhatsApp number is more than two years old, has normal personal-use history, has never been restricted, and will become exclusively commercial.
- The number will remain on regular WhatsApp during the pilot. A future migration to WhatsApp Business or an official integration remains an operational option.
- Gustavo is authorized to use his number and prospect for both products.
- Grupo GTI handles demonstrations, implementation, support, and closing after qualification.

## Commercial Identity

- Sender: `Gustavo - Representante Comercial do Grupo GTI`.
- Company: `Grupo GTI`.
- ERP product: `GTI Vendas`.
- Online-order product: `G-Delivery`.
- Authorized social proof: Grupo GTI has more than seven years of operation and more than 100 clients in Santo Antonio de Jesus and the surrounding region.
- Prices, implementation fees, links, and detailed conditions must not appear in the first message.
- The message must not promise unavailable functionality, unapproved integrations or customizations, technical deadlines, or guaranteed commercial results.

## Product Positioning

### GTI Vendas

GTI Vendas centralizes sales, inventory, invoicing, tabs or orders, finance, and administrative processes. It is sold through a personalized presentation because configuration depends on the client's operation.

Primary segments:

- Restaurants.
- Markets, grocery stores, and minimarkets.
- Bakeries and convenience stores.
- Clothing stores.
- Building-material stores.
- Auto-parts stores and mechanical workshops.
- Other commerce requiring integrated management.

Commercial path:

1. Ask one segment-specific operational question.
2. Continue by text if the lead replies.
3. Identify interest without performing a complete technical diagnosis.
4. Collect participant name, company, preferred day, and preferred time.
5. Hand the scheduled demonstration to the Grupo GTI team in the office.

### G-Delivery

G-Delivery gives a food business its own order link, with a fixed monthly fee and no fee per order. The client may self-register and test the product for seven days or request a demonstration.

Primary segments:

- Hamburger restaurants.
- Pizzerias.
- Acai shops.
- Meal-prep and lunch-box businesses.
- Snack bars.
- Other businesses clearly focused on meal delivery.

Commercial path:

1. Ask whether the business has its own order channel or depends on commission-charging applications.
2. Continue by text if the lead replies.
3. Offer either a seven-day self-service test or a demonstration.
4. For a demonstration, collect participant name, company, preferred day, and preferred time.
5. Hand the scheduled demonstration to the Grupo GTI team in the office.

## Campaign Priority

Campaigns run sequentially so that early evidence can improve later campaigns:

1. G-Delivery for hamburger restaurants, pizzerias, acai shops, meal-prep businesses, and snack bars.
2. GTI Vendas for restaurants, markets, grocery stores, minimarkets, bakeries, and convenience stores.
3. GTI Vendas for clothing, building materials, auto parts, mechanical workshops, and remaining eligible commerce.

Overlapping food businesses receive the first offer selected by this order. A second product is introduced only when the conversation reveals a relevant need; the pilot does not automatically send a second product message.

## Lead Eligibility

A lead may enter a daily queue only when all conditions are true:

- It belongs to the campaign's approved segments.
- It has never received an initial campaign message for that product.
- Its latest equivalent-number verification state is `confirmado`.
- It is not opted out under either Brazilian ninth-digit variant.
- It has not replied to a previous commercial message.
- It has no pending, accepted, sent, delivered, read, or unknown campaign send for the same product.
- It has not been manually removed from the daily preview.

Phone verification is gradual. Per operating day, the system may check at most `ceil(1.5 * the approved daily send limit)` previously unverified numbers. It never scans the entire lead base in one operation. If that cap does not produce enough confirmed numbers, the daily queue remains below its send limit.

No initial customer-exclusion list is required. Existing clients may be contacted, but any reply immediately removes them from automation and allows manual classification.

## Personalization

- Use the trade name only when present and natural.
- Do not use long legal names, CNPJ values, or business names dominated by numbers.
- Without a reliable trade name, begin with `Ola, tudo bem?`.
- Do not claim that the business uses delivery, marketplaces, tabs, invoicing, or any specific process. Ask instead.
- Do not mention the RFB source or imply prior personal knowledge.
- Message variants are fixed and auditable. No generative AI writes outbound messages during execution.
- Rendering may replace the opening greeting with `Ola, pessoal da {nome_fantasia}, tudo bem?` when the trade name passes the natural-name rule. Otherwise it preserves the generic greeting. The rest of the approved variant remains unchanged.

Approved `foco_gestao` mappings:

- Restaurants: `vendas, estoque, comandas e emissao fiscal`.
- Markets and grocery commerce: `vendas, estoque e emissao fiscal`.
- Mechanical workshops: `ordens de servico, estoque e financeiro`.
- Other commerce: `vendas, estoque, financeiro e notas fiscais`.

## Approved Initial Messages

Every message must include the simple refusal sentence. Diacritics may be used in the final UI text; the examples below define meaning and structure.

### GTI Vendas - Variant A

> Ola, tudo bem? Sou Gustavo, representante comercial do Grupo GTI. Hoje voces controlam {foco_gestao} em um unico sistema? Se nao fizer sentido para sua empresa, e so me avisar que nao volto a entrar em contato.

### GTI Vendas - Variant B

> Ola! Aqui e Gustavo, do Grupo GTI. Trabalhamos com gestao para empresas de Santo Antonio de Jesus e regiao. Como voces organizam hoje {foco_gestao}? Se nao fizer sentido para sua empresa, e so me avisar que nao volto a entrar em contato.

### GTI Vendas - Variant C

> Ola, tudo bem? Sou Gustavo, do Grupo GTI. Ha mais de 7 anos atendemos empresas da regiao e ja temos mais de 100 clientes. Voces utilizam algum sistema para {foco_gestao}? Se nao fizer sentido para sua empresa, e so me avisar que nao volto a entrar em contato.

### G-Delivery - Variant A

> Ola, tudo bem? Sou Gustavo, representante comercial do Grupo GTI. Queria entender como voces recebem os pedidos de delivery hoje: possuem um canal proprio ou dependem de aplicativos que cobram comissao? Se nao fizer sentido para sua empresa, e so me avisar que nao volto a entrar em contato.

### G-Delivery - Variant B

> Ola! Aqui e Gustavo, do Grupo GTI. Voces ja possuem um link proprio para receber pedidos, sem pagar comissao por venda a aplicativos? Se nao fizer sentido para sua empresa, e so me avisar que nao volto a entrar em contato.

### G-Delivery - Variant C

> Ola, tudo bem? Sou Gustavo, representante comercial do Grupo GTI. Trabalho com uma solucao de pedidos online por canal proprio e queria primeiro entender como funciona o delivery de voces hoje. Se nao fizer sentido para sua empresa, e so me avisar que nao volto a entrar em contato.

The queue records the exact variant and fully rendered text before approval. Retries never choose a different variant.

## Cadence

The pilot has no follow-up. Each eligible lead receives at most one initial message for the selected product.

Operating windows:

- Monday through Friday, `09:30-11:30` and `14:00-17:00` local time.
- No weekend sends.
- Public holidays are handled by the supervisor pausing or not approving that day's queue; automatic holiday-calendar integration is outside the pilot.

Daily progression:

- Week 1: up to 10 messages per operating day.
- Week 2: up to 12 messages per operating day.
- Week 3: up to 15 messages per operating day.
- Week 4: up to 18 messages per operating day.

The supervised campaign quota and the application's manual-send quota are separate. A manual test or individual send does not reduce the automatic campaign balance, and the UI displays both totals independently.

Timing rules:

- Random interval from 12 to 25 minutes between attempts.
- At most four send attempts in any rolling hour.
- Sends are distributed across both windows rather than exhausting the quota at the start of the day.
- A weekly increase is never automatic. Gustavo reviews metrics and explicitly approves the next limit.
- The number's age, daily volume, and delay do not guarantee protection against restriction.

## Supervised Daily Operation

1. The application selects never-contacted leads from the active campaign.
2. It gradually verifies unverified phone numbers up to the daily `1.5 * send limit` cap.
3. It removes unregistered numbers, opt-outs, replied leads, duplicates, and prior sends.
4. It creates a daily preview containing business display name, phone, segment, product, variant, rendered message, scheduled window, and selection reason.
5. Gustavo approves the queue, removes individual entries, or pauses the campaign.
6. Approved entries receive immutable scheduled timestamps distributed under the cadence rules.
7. The worker reserves each send atomically immediately before provider use.
8. Replies, opt-outs, connection failures, and uncertain sends take precedence over scheduled work.
9. The end-of-day summary records outcomes and unresolved items.

Automation starts disabled after every server restart. Starting or resuming a day requires explicit operator action during the pilot.

## Reply Handling

Inbound detection uses a hybrid model:

- Any inbound message immediately pauses that lead and removes scheduled work.
- The application places the conversation in `Respostas pendentes`.
- It does not generate or send an automatic commercial reply.
- Gustavo reads the conversation on the phone and manually classifies it.

Pipeline stages:

- `fila_preparada`
- `aprovado_para_envio`
- `enviado`
- `respondeu`
- `interessado_gti_vendas`
- `interessado_g_delivery`
- `demonstracao_agendada`
- `teste_g_delivery_iniciado`
- `sem_interesse`
- `opt_out`
- `venda_fechada`

Explicit requests to stop are acknowledged respectfully and added to permanent opt-out. Ambiguous replies only pause the lead for manual review.

## Manual Conversation Guidance

### Positive GTI Vendas Reply

Continue by text, acknowledge the response, ask at most one brief question if necessary, and offer a personalized presentation. Once accepted, collect participant name, company, preferred day, and preferred time.

### Positive G-Delivery Reply

Continue by text, confirm how orders are received, and offer either the seven-day self-registration test or a demonstration. For a demonstration, collect participant name, company, preferred day, and preferred time.

### No Interest

Thank the person, confirm that no further contact will be made, and classify the conversation as `sem_interesse` plus permanent opt-out when the reply requests no more contact.

## Automatic Pauses

Pause the campaign when any condition occurs:

- WhatsApp disconnects, enters an error state, or loses its session.
- A send has an unknown outcome.
- Daily provider/send failures exceed 10 percent after at least 10 attempts.
- Negative or opt-out responses exceed 10 percent after at least 20 contacts.
- Overall response remains below 5 percent after at least 50 contacts.
- The operator presses the immediate-pause control.

An automatic pause never resumes itself. Gustavo reviews the reason and explicitly resumes or ends the campaign.

## Metrics

Metrics are segmented by campaign, product, segment, and exact message variant:

- Previewed, approved, removed, and attempted messages.
- Accepted, server-acknowledged, delivered, read, unknown, and failed sends.
- Replies and time to first reply.
- Positive replies.
- No-interest replies and opt-outs.
- GTI Vendas demonstrations scheduled.
- G-Delivery demonstrations and seven-day tests started.
- Sales closed.

Derived rates:

- Reply rate.
- Positive-reply rate.
- Reply-to-demonstration or test conversion.
- Demonstration/test-to-sale conversion.
- Opt-out/negative rate.
- Delivery failure and unknown-outcome rates.

The dashboard may display small samples but must not declare a winning variant until that exact product/segment/variant group has at least 40 sends. The first month is a learning pilot; no artificial sales target is imposed.

## Data Model Boundaries

The implementation should add focused records for:

- Campaign definitions and current approved weekly limit.
- Fixed campaign message variants.
- Daily queue items with immutable rendered message and scheduled timestamp.
- Campaign status and pause reason.
- Inbound reply detection and first-reply timestamp.
- Manual pipeline stage and stage-event history.
- Demonstration/test scheduling notes.

Existing lead source data, WhatsApp verification cache, opt-outs, provider delivery history, and message ACK timestamps remain authoritative in their current tables. The campaign layer references them rather than duplicating their meaning.

## Reliability And Error Handling

- Queue creation and send reservation are transactional.
- A lead cannot have two active queue entries for the same campaign/product.
- A scheduled entry rechecks reply, opt-out, verification, connection, daily limit, hourly limit, and campaign status immediately before sending.
- Unknown delivery remains terminal and is never retried automatically.
- Server restart recovers in-progress queue items without duplicating sends.
- An inbound message that races with a scheduled send wins when detected before provider invocation.
- A connection or database error produces a visible pause reason and operator action, not a silent retry loop.
- The application stores no generated free-form outbound copy beyond the approved rendered message.

## Compliance And Risk

- Every first message identifies Gustavo and Grupo GTI.
- Every first message includes a simple refusal mechanism.
- Equivalent Brazilian phone variants share opt-out identity.
- Contact history is retained only as needed for deduplication, audit, and commercial metrics.
- No message includes source-database details or unnecessary personal data.
- Cold outreach and device-linked automation retain restriction and policy risk. Volume controls reduce operational exposure but cannot eliminate it.
- A migration to WhatsApp Business or an official messaging integration may be evaluated after pilot evidence.

## Testing And Acceptance

Automated tests must cover:

- Product/segment campaign selection and overlap priority.
- Natural trade-name fallback and safe message rendering.
- All six fixed message variants and prohibited-content checks.
- Gradual verification without full-base scanning.
- Daily progression, two windows, 12-25 minute delays, and rolling four-per-hour limit.
- Preview approval, item removal, immutable variants, and explicit weekly increase.
- Atomic reservation and duplicate prevention.
- Reply race, immediate lead pause, and pending-response queue.
- Permanent equivalent-number opt-out.
- Disconnect, session error, unknown outcome, failure-rate, negative-rate, low-response, and manual pauses.
- Restart recovery without resend.
- Pipeline stages, stage history, demonstration/test notes, and metrics.
- No follow-up generation during the pilot.
- Browser-level supervised daily flow on desktop and mobile.

No automated or browser test sends a real message unless Gustavo explicitly authorizes that individual recipient and test.