End-to-End Customer Fulfillment Process
This is the single reference document for selling, fulfilling, supporting, and renewing an AI Voice Agent customer — written so a White Label Partner can run the entire process without needing to ask "what happens next?"
The 7 stages from a submitted order to a live AI Voice Agent. Each card states who owns it, what they do, and how long it takes.
A quick-reference table showing exactly which party — Partner, Customer, or Alisons Technology — owns each stage of every workflow.
Visual, swimlane flowcharts of all three workflows, with every decision point showing both possible outcomes.
The exact information to collect from the customer before development can start — with example answers for every field.
What happens after go-live: how change requests are handled, and how the monthly billing cycle works.
Plain-language definitions of every term used in this guide, plus answers to the edge cases partners ask about most.
Seven stages take a submitted order from the Partner Portal to a fully live, production AI Voice Agent. Every card names exactly who owns the step, what they do, why it matters, and how long it typically takes — nothing is left to interpretation.
R = Responsible (does the work) · A = Approves (must sign off before moving on) · I = Informed (kept in the loop) · — = Not involved
Each lane is a responsible party. Every decision point states both outcomes explicitly — there is no step in this process with an undefined "what happens next."
flowchart TD
subgraph PARTNER["🟧 PARTNER"]
A["Submit AI Voice Agent request
Package + customer info"]
end
subgraph ALISONS1["🟥 ALISONS TECHNOLOGY"]
B["Verify payment
Generate invoice + receipt"]
end
subgraph CUSTOMER1["🟦 END CUSTOMER"]
C["Complete Requisition Form
Approve submitted details"]
end
subgraph ALISONS2["🟥 ALISONS TECHNOLOGY"]
D["Build the AI Voice Agent
Config, training, QA"]
end
subgraph BOTH["🟩 PARTNER + ALISONS TECHNOLOGY"]
E["Walkthrough session
Demo flow, dashboard, integrations"]
end
subgraph CUSTOMER2["🟦 END CUSTOMER"]
F["User Acceptance Testing"]
G{"Approved?"}
end
subgraph ALISONS3["🟥 ALISONS TECHNOLOGY"]
H["Go Live
Deploy, activate, handover"]
end
A --> B --> C --> D --> E --> F --> G
G -- "YES" --> H
G -- "NO — changes requested" --> D
H --> I(["Subscription Active"])
classDef partner fill:#FFF3E0,stroke:#FB8C00,stroke-width:2px,color:#212121;
classDef alisons fill:#FFEBEE,stroke:#E53935,stroke-width:2px,color:#212121;
classDef customer fill:#E3F2FD,stroke:#1E88E5,stroke-width:2px,color:#212121;
classDef both fill:#E0F2F1,stroke:#00897B,stroke-width:2px,color:#212121;
class A partner;
class B,D,H alisons;
class C,F,G customer;
class E both;
flowchart TD
A(["Customer raises a request"]) --> B["Partner Review"]
B --> C["Alisons Technology Review"]
C --> D{"Chargeable change?"}
D -- "YES" --> E["Quotation issued to customer"]
E --> F{"Customer approves quote?"}
F -- "NO" --> Z(["Request closed — no charge"])
F -- "YES" --> G["Payment Approval"]
D -- "NO — covered by plan" --> G
G --> H["Development"]
H --> I["Testing"]
I --> J["Deployment"]
J --> K["Customer Confirmation"]
K --> L(["Request Closed"])
classDef customer fill:#E3F2FD,stroke:#1E88E5,stroke-width:2px,color:#212121;
classDef partner fill:#FFF3E0,stroke:#FB8C00,stroke-width:2px,color:#212121;
classDef alisons fill:#FFEBEE,stroke:#E53935,stroke-width:2px,color:#212121;
class A,F,K customer;
class B partner;
class C,D,E,G,H,I,J alisons;
flowchart LR
A["Active Package"] --> B["Minutes Usage Tracked"]
B --> C{"Minutes remaining
at month end?"}
C -- "Unused minutes" --> D["Unused Minutes Expire
(do not roll over)"]
C -- "Overage used" --> D2["Overage Billed
at per-minute rate"]
D --> E["Invoice Generated"]
D2 --> E
E --> F{"Payment received?"}
F -- "YES, on time" --> G["New Package Activated"]
F -- "NO / late" --> H["Service Paused
until payment"]
H --> F
G --> I["New Minutes Allocated"]
I --> A
classDef ok fill:#E8F5E9,stroke:#2E7D32,stroke-width:2px,color:#212121;
classDef warn fill:#FFEBEE,stroke:#E53935,stroke-width:2px,color:#212121;
class A,B,E,G,I ok;
class D,D2,H warn;
Change requests after go-live follow a lightweight review-and-deploy cycle.
Every active package moves through this cycle each billing month.
Plain-language definitions, plus the edge cases Partners ask about most.
The order stays parked at Step 3 (Customer Information Verification). Development does not start on an incomplete form — this protects against building an agent with wrong or missing information. The Partner should follow up directly with the customer; there is no automatic escalation.
The customer records the issue and it's routed straight back to Step 4 (Development) for a fix — see the decision diamond in the Sales-to-Deployment diagram above. There's no separate "minor vs major" process at this stage; every requested change goes back through development and returns for another round of UAT.
It depends on scope. Alisons Technology reviews every request and decides if it's covered under the existing plan or requires a quotation — see the Post-Deployment Support diagram. If a quotation is issued, the customer must approve it before development starts.
The service is paused until payment is received — the AI Agent stops taking calls. Once payment clears, the package reactivates and a fresh cycle of minutes is allocated. This loop is shown in the Renewal diagram.
Your Account Manager. They can see where in the pipeline an order is stuck and push on the responsible party — check the Roles & Responsibilities table above to know who that is before you reach out.
The workflow itself is identical. The difference is branding and commercial terms: under White Label, the Partner's own brand is customer-facing, the Partner sets their own retail pricing, and confidential platform details are never shared with the end customer (see the Do's and Don'ts in the Partner Program Guide).
The Pricing Calculator shows the White-label Cost — what you pay Alisons Technology (Schedule B). Your Retail Price to the End Customer is entirely your own decision; you may add any markup you choose on top of every figure in the calculator (Article 8.1 / 8.6).
Yes — the Agreement references tiered volume discounts (Schedule B.2.1/B.2.2) for standard plans, though the specific discounted figures aren't listed in the current Schedule B and need to be confirmed with your Account Manager. The BPO / Call Center plan has published volume tiers built directly into the Pricing Calculator.
Yes — a 30-day Dry Run covering up to 2 End Customers, with no minimum volume commitment during that window. After the Dry Run, minimum active End Customer targets begin to apply (3 within 6 months, 5 within 12 months) — see the Roles & Responsibilities table and your Agreement's Schedule A.
It's a staged consequence, not an immediate cutoff: missing the 6-month target triggers written notice with a 30-day cure period; missing the 12-month target may revert your pricing to standard (non-bulk) rates; repeated failure from month 13 onward may trigger termination. Talk to your Account Manager well before a deadline if you're at risk.
Either side can end the Agreement with 30 days' written notice. Discuss transition arrangements for active End Customers with your Account Manager before giving notice — this guide covers day-to-day fulfillment, not the termination and wind-down terms, which are set out in full in the signed Agreement.
Yes. Payment Verification (Step 2) generates an invoice and receipt for every order, and the Pricing Calculator gives you the same itemized breakdown in advance — package, deployment fee, selected services, overage, and tax — so nothing on the invoice should be a surprise.
That depends entirely on your Partner's retail pricing, not on Alisons Technology directly — your Partner sets the price you're quoted, based on the plan and any add-ons you choose. Ask your Partner for a specific quote for your configuration.
No — unused minutes expire at the end of each monthly billing cycle and a fresh allocation begins with the new cycle.
Extra usage is billed at your plan's per-minute overage rate, invoiced at the end of the billing cycle in which it was used. Your Partner can tell you your plan's specific overage rate.
Yes — you can move to a plan with more (or fewer) included minutes as your call volume changes. Speak to your Partner; the change takes effect on your next billing cycle.
Cancellation terms are set by your Partner as part of your service agreement with them, not directly by Alisons Technology. Check your contract with your Partner or ask them directly.
You can provide a failover number during setup (see the Requisition Form's DID / Phone Number Configuration section) so calls automatically ring through to a backup line instead of going unanswered.
Yes. You define exactly when the AI should escalate to a human during setup — for example, an angry caller, a high-value deal, or a specific request for a manager — and provide the transfer number(s) it should use.
English, Urdu, and Arabic are supported out of the box. Additional languages can be added as a paid add-on — see Multi-language in the Pricing Calculator.
Call recording is configured during setup and is disclosed to you on the Requisition Form. If your local regulations require callers to be notified that calls are recorded, that requirement is flagged during Compliance & Data Handling review before development starts.
Yes — this is exactly what User Acceptance Testing (Step 6) is for. Any change you request during UAT is sent back to development and returned to you for another round of testing before going live. After go-live, further changes go through the Post-Deployment Support process.
Once your Requisition Form is complete, typical timelines are: 2–10 business days for development (varies by plan), one walkthrough session, then up to 3 business days for your own testing and approval. Simple Starter configurations can go live faster than complex, highly-integrated setups.
That's a question for your Partner's terms of service, since they are your direct contractual relationship. Data retention requirements can be specified on the Requisition Form's Compliance & Data Handling section.