BLAKFIRE MANAGEMENT SOLUTIONS · ACTIVE DEVELOPMENT · v0.9.1-BETA
Q

AGENT Q

INTELLIGENT KNOWLEDGE BASE AGENT · BFMS.CO.ZA

Q is BlakFire's AI-powered intelligent assistant — a knowledge base built to interact with clients, answer questions, guide users through services, and operate as a 24/7 digital expert across every channel.

BETA ACTIVE · v0.9.1 KNOWLEDGE BASE LOADED CLIENT INTERFACE LIVE SERVICES INDEX READY
Q · AI AGENT · BFMS — INITIALISING
system › booting agent q core...
Knowledge base loaded
Services index ready
Client interface active
Natural language processing online
v1.0 features loading — see roadmap
What services does BlakFire offer?
BlakFire builds PowerApps, Microsoft 365 setups, React web apps, and manages ongoing maintenance. What does your business need?
⚡
WHAT Q IS BUILT TO DO
Agent Q is not a chatbot. It is a knowledge-layer agent — embedded across BlakFire's digital channels — that knows the full BFMS service catalogue, pricing, processes, and FAQs. Clients interact in plain English. No forms, no menus. Just answers, routing, and action. Q improves continuously, adapting to client needs and refining responses over time.
BFMS KNOWLEDGE LAYER 24/7 DIGITAL EXPERT CONTINUOUSLY LEARNING
v0.9.1
CURRENT VERSION
24/7
ALWAYS ONLINE
8
SERVICE DOMAINS
< 3s
RESPONSE TIME
02 · Core Features

What Agent Q Can Do

Six primary capabilities that make Q the intelligent front-line of BlakFire's client experience.

01
🧠
KNOWLEDGE BASE ACCESS
Q knows the full BFMS service catalogue — PowerApps, M365 setup, web development, maintenance, consulting, and Intune enrollment. Prices, processes, timelines, and FAQs are all baked into Q's knowledge layer. Clients get accurate, instant answers without waiting for a human.
SERVICE CATALOGUE PRICING FAQS INSTANT ANSWERS
02
💬
NATURAL CONVERSATION
Clients interact with Q in plain English — no structured forms, no dropdown menus, no ticket systems. Q understands intent from natural language, asks clarifying questions where needed, and delivers clear, contextual responses. The experience is a conversation, not a search engine.
NLP INTENT DETECTION CONTEXTUAL NO MENUS
03
📈
ALWAYS LEARNING
Q improves continuously. Interactions are reviewed to refine responses, close knowledge gaps, and adapt to how real clients phrase real questions. New services, pricing changes, and process updates are pushed into Q's knowledge base without rebuilding from scratch.
ADAPTIVE LIVE UPDATES FEEDBACK LOOP
04
🗺️
CLIENT ROUTING & QUALIFICATION
Q does not just answer — it qualifies and routes. When a client describes a project need, Q asks the right discovery questions, identifies the correct service track, and hands off to the human team with a structured brief. Every conversation that converts is pre-qualified before anyone at BFMS spends a minute on it.
DISCOVERY QUESTIONS LEAD QUALIFY BRIEF GENERATION
05
🔗
MULTI-CHANNEL PRESENCE
Q operates wherever clients engage. On the website via embedded chat, on WhatsApp Business via direct message, and eventually across email support. One knowledge base. One agent. Every channel handled with the same intelligence and consistency — no client gets a different Q depending on how they reach out.
WEB CHAT WHATSAPP EMAIL · PLANNED
06
⚙️
INTEGRATION INTELLIGENCE
Q is built to plug into the same Microsoft ecosystem that BFMS implements for clients. Power Automate handles hand-off flows. SharePoint stores the knowledge base. Dataverse can log interactions. Q doesn't live outside the stack — it lives inside it, validating BFMS's own expertise every day it runs.
POWER AUTOMATE SHAREPOINT DATAVERSE M365
CONVERSATION SAMPLE — Q IN ACTION
Q
Agent Q
ONLINE
bfms.co.za · BLAKFIRE MANAGEMENT SOLUTIONS
Hi, we're a 45-person company still running on individual Microsoft accounts. We need to migrate properly to M365 Business. Can you help?
09:12
Q · AGENT · BFMS

Absolutely — this is a core service. A full Microsoft 365 Business migration for 45 users covers user provisioning, email migration to Exchange Online, Teams and OneDrive setup, licence assignment, security policy configuration, and Azure AD identity management.

A few quick questions so I can give you an accurate scope: Are you currently using Gmail, on-prem Exchange, or another provider? And do you have any compliance requirements (POPIA, ISO, etc.)?
09:12 · Q
We're on Gmail. No specific compliance framework yet but we're growing fast.
09:13
Q · AGENT · BFMS

Gmail to M365 migration is one of our most common engagements. For 45 users, the typical project includes: data migration (email, calendar, contacts), licence setup on Microsoft 365 Business Standard or Premium, Teams configuration, and a security baseline for your size.

Typical timeline: 2–3 weeks. I'll create a project brief now and route this to the BlakFire team — someone will follow up within 24 hours to scope and quote.
09:13 · Q
What does M365 Business cost? Do you handle Intune enrollment? Tell me about Power Apps What's included in maintenance?
03 · System Design

Architecture & Channels

Q operates on top of the Microsoft ecosystem — the same stack BFMS implements for clients. The agent is proof that BFMS builds what it recommends.

CONVERSATION FLOW
1
Client Initiates
Message arrives via web chat widget or WhatsApp Business. Q receives the raw input across any channel.
2
Intent Classification
Q identifies what the client is asking — service enquiry, pricing, process, technical question, or general query.
3
Knowledge Retrieval
Q queries the BFMS knowledge base — service catalogue, FAQs, pricing, process docs — and constructs a contextual response.
4
Discovery & Qualification
For complex or project-type queries, Q asks targeted discovery questions to qualify the lead before routing.
5
Human Hand-off
Qualified leads and project briefs are passed to the BFMS team via Power Automate flow. Human contact within 24 hours.
ACTIVE CHANNELS
🌐
Website Chat Widget
Embedded on bfms.co.za — Q greets every visitor. Contextual entry from the Q Agent section.
LIVE
💬
WhatsApp Business
+27 83 770 6388 — Q handles inbound messages. Most clients reach out here first.
LIVE
📧
Email Integration
Q reads and triages inbound emails. Routes to correct queue. Responds to FAQs automatically.
IN DEV
💼
LinkedIn DM
Q monitors and responds to business enquiries via LinkedIn messaging.
PLANNED
TECHNOLOGY STACK
Azure OpenAI SharePoint KB Power Automate Dataverse Azure AD WA Business API React / JS Power Apps
04 · Capability Matrix

What Q Knows · Right Now

A live view of Q's knowledge coverage across BFMS service lines — current state and v1.0 target.

CAPABILITY DESCRIPTION v0.9.1 BETA v1.0 TARGET
Service Catalogue
PowerApps, M365, Web, Maintenance, Intune
 Knows all 6 core services, scope, and typical deliverables
Natural Language Q&A
Plain English client interactions
 Interprets free-form questions without structured menus
Lead Qualification
Discovery questioning & project scoping
 Collects project brief before handing off to human team
Pricing Guidance
Indicative ranges per service line
 Provides ballpark estimates to qualify budget fit
Process Explainers
BFMS's 4-step delivery process
 Walks clients through Discovery → Design → Build → Launch
Technology Stack Q&A
React, M365, Power Platform, Intune
 Explains which tools BFMS uses and why, at client level
WhatsApp Integration
Business API channel
 Receives and responds to WA messages as Q
Email Triage
Inbound email reading and routing
 Auto-responds to FAQs, routes complex queries to humans
Adaptive Learning
Feedback loop & KB updates
 Refines responses based on interaction review cycles
CRM Integration
Dataverse lead logging
 Logs every qualified lead to Dataverse for BFMS pipeline tracking
Q Agent Integration (Client Offering)
Productised for BFMS clients
 Q packaged as a deployable service BFMS sells to other businesses
LIVE · OPERATIONAL
PARTIAL · IN DEVELOPMENT
PLANNED · v1.0 ROADMAP
05 · Integrations

The Ecosystem Q Lives In

Q is not built on top of the Microsoft stack. It is built inside it — the same ecosystem BFMS implements for clients, day in, day out.

☁️
Azure OpenAI
Language model core. GPT-based reasoning and response generation with BFMS context grounding.
ACTIVE
📋
SharePoint
Knowledge base storage. Service docs, FAQs, pricing guides, and process files all indexed by Q.
ACTIVE
⚡
Power Automate
Hand-off engine. When Q qualifies a lead, an automated flow notifies the BFMS team immediately.
IN DEV
💬
WhatsApp Business API
Primary inbound channel. Q runs on the registered BFMS business number — +27 83 770 6388.
ACTIVE
🗃️
Dataverse
Lead and interaction logging. Every qualified conversation writes a structured record to the BFMS CRM.
IN DEV
🔐
Azure Active Directory
Identity and access management. Q's service account, permissions, and audit logging all governed by Azure AD.
ACTIVE
06 · Development Roadmap

Phase-by-Phase Build Plan

Q was not launched on day one. Each phase adds real intelligence, real channels, and real client impact — built iteratively on a stable foundation.

✓
PHASE 0 · COMPLETE
v0.1 — v0.5 · Foundation
Core Architecture & Knowledge Base
The foundational Q was built: Azure OpenAI connected, SharePoint knowledge base structured, BFMS service catalogue indexed. WhatsApp Business account registered and Q's persona defined. Basic question-and-answer capability proven end-to-end before any client-facing exposure.
AZURE OPENAI CONNECTED SHAREPOINT KB LIVE PERSONA DEFINED WA ACCOUNT REGISTERED
✓
PHASE 1 · COMPLETE
v0.6 — v0.8 · Channel Launch
WhatsApp Live · Website Widget · Service Q&A
Q went client-facing. WhatsApp Business API integration completed — Q answers inbound messages on the BFMS number. Website chat widget embedded on bfms.co.za. Full BFMS service catalogue ingested including PowerApps, M365, web development, maintenance, Intune enrollment, and consulting.
WHATSAPP ACTIVE WEBSITE WIDGET FULL SERVICE Q&A FAQ COVERAGE
▶
PHASE 2 · IN PROGRESS
v0.9 — v0.9.1 · Intelligence Layer · CURRENT
Lead Qualification · Pricing Guidance · Process Depth
The current active phase. Q is gaining the ability to qualify leads — not just answer questions, but ask the right ones. Discovery question flows are being refined per service line. Pricing guidance (indicative ranges) is being added to the knowledge base. The adaptive feedback loop is being established: real interactions reviewed weekly to improve Q's responses.
LEAD QUALIFICATION PRICING GUIDANCE DISCOVERY FLOWS FEEDBACK LOOP · ESTABLISHING
PHASE 3 · NEXT UP
v1.0 · Full Intelligence Release
Power Automate Hand-off · Dataverse CRM · Email Triage
v1.0 is Q operating as a complete front-line system. Qualified leads trigger a Power Automate flow that notifies the BFMS team instantly with a structured brief. Dataverse logs every interaction for pipeline tracking. Email triage added — Q handles inbound [email protected] queries. Adaptive learning fully operational: Q updates its own knowledge base from reviewed interactions without manual rebuilding.
POWER AUTOMATE FLOW DATAVERSE CRM LOG EMAIL TRIAGE ADAPTIVE LEARNING ANALYTICS DASHBOARD
4
PHASE 4 · FUTURE
v1.5+ · Productisation
Q as a BFMS Client Service Offering
Q becomes a sellable product. Businesses that BFMS works with can commission their own Q Agent — trained on their knowledge base, connected to their WhatsApp Business, embedded on their website. BFMS builds it; BFMS manages it; the client runs a smarter front-line than their competitors. The Q Agent Integration option is already listed on the BFMS contact form.
Q AGENT AS A SERVICE CLIENT ONBOARDING FLOW MULTI-TENANT KB LINKEDIN DM CHANNEL USAGE ANALYTICS