Arti is the central function of the business — the aggregator. Enquiries, orders, invoicing, the customer database and outreach all run through one agent, reachable on the channels Artisan already uses. It takes an order from first message to delivery, keeps a living record of every client, and acts on plain-language instructions from the team — from "check if we have this in stock" to "email everyone who's bought this producer before."
This document specifies the build. It respects how Artisan actually operates today — the sales-representative relationships, the cellar's role in confirming stock, and the company's real terms of sale — rather than replacing them.
Messages Arti with no rep attached — a house account.
Belongs to a sales rep. Arti routes them back to that rep.
Can forward an enquiry to Arti to handle on their behalf.
Confirms physical stock, then packs and dispatches.
Instructs Arti for outreach and reports in plain language.
The agent that ties all of it together.
Arti receives enquiries two ways, and the sales-rep relationship decides what happens next.
A rep can hand an enquiry to Arti and it runs the order on their behalf. A direct message is checked against the CRM: if the person belongs to a rep, Arti points them back to that rep; if not, Arti serves them as a house account.
Arti checks the catalogue and confirms the order, but the cellar team confirms the physical stock before anything is invoiced — matching Artisan's rule that wines are offered subject to remaining unsold and to written confirmation. Only once stock is confirmed and the client says yes does the invoice + payment go out; the cellar is then instructed to pack and deliver.
Grounded in Artisan's terms of sale: normal orders are invoiced when the wine is available for delivery (pre-release offers, immediately on confirmation); payment is due in full on receipt unless the client holds an approved credit account; wines remain Artisan's property until paid. Arti applies the delivery charge automatically — express same-day S$35, normal S$25, waived above S$280 nett — and offers PayNow, bank transfer, or card.
Every conversation is keyed to the client's channel identifier (WhatsApp number or email). First-timers are asked for their details once; returning clients are remembered.
| Field | When asked | Stored | Asked again on return |
|---|---|---|---|
| Name | First order | Yes | No |
| Billing address | First order | Yes | No |
| Phone | First order — confirmed from the WhatsApp number; asked on email | Yes | No |
| First order | Yes | No | |
| Delivery address | Every order | Last-used cached | Yes — offer usual |
Two profile attributes are set by staff, not asked: the client's sales-rep attachment (drives routing) and any approved credit account (drives payment terms). Arti builds purchase and relationship history automatically from every order.
Beyond orders, Arti runs the client relationship. Staff instruct it in plain language and it segments the base, drafts the right message for each segment, and — once approved — sends across email and WhatsApp.
| Campaign | Segment | Channel | Personalised |
|---|---|---|---|
| New arrival — past buyers | Bought this producer before | Email / WhatsApp | Yes |
| New arrival — announcement | All other active clients | Email / WhatsApp | No |
| Reserve-list alert | Holds a reservation for the wine | Email / WhatsApp | Yes |
| Win-back | No order in N months | Email / WhatsApp | Yes |
Personalisation draws on purchase and relationship history. Every blast is drafted, shown for review, and sent only on approval. Clients attached to a rep can be flagged so their rep is looped in rather than contacted around.
Arti is also the place to ask about the business. Staff request a view in plain language and Arti returns a data sheet or a summary, exportable to a spreadsheet.
Top clients by spend, frequency, and recency — "who are our high-roller clients?"
Who buys which producers — the seed list for any new-arrival campaign.
Clients who've gone silent — the win-back list.
Who is holding what, and what's owed against it.
The cellar gates stock. Arti never promises or invoices a bottle the cellar hasn't confirmed is physically there.
Payment before release. Wine is packed and dispatched only once paid, unless the client holds an approved credit account.
Outreach waits for approval. Every blast is drafted and shown; it sends only when a person approves it.
Reps aren't bypassed. Attached clients are routed to their rep, never quietly served around them.
Cellar count wins. If short, Arti offers the available quantity or a waitlist.
Same cuvée, two vintages → present both with price, ask which.
Stay polite but firm — route to the rep; offer to pass a message.
Hold the order; the wine stays Artisan's until paid in full.
A client who fits two campaigns gets the personalised one, not both.
Not in the catalogue → say so, don't guess a price; offer the closest match.
Working when: a direct client with no rep can order end to end — enquiry, cellar confirmation, invoice + payment, dispatch — and leave a profile behind; an attached client is routed to their rep; a rep can forward an enquiry and Arti runs it; and staff can say "email past buyers of this producer" or "give me our high-rollers" and get the right result.