1SPOC (One Single Point of Communication) is Pinnacle's unified communication platform designed to bridge the gap between brands and users in the most cost-efficient manner.

This revolutionary platform consolidates all communication channels— WhatsApp, RCS, SMS, Process, Multi-Channel Chatbots, Live Agent Chat, and Ads Manager—into a single, integrated interface for better feasibility and visibility for both customers.

Creating an experience that is seamless and provides integration between multiple channels in a single platform.

2.1 The Pinnacle Story

As the world of communication technology began to evolve. Pinnacle set out on a mission to empower businesses through seamless connectivity.

In the early stages of this journey, Pinnacle ventured into multiple channels—building individual platforms for WhatsApp, RCS, SMS, Process, Multi-Channel Chatbots, Live Agent and Chat, and Ads Manager.

Each platform was a step toward offering customers more ways to engage, communicate, and grow.

As these platforms expanded, they began to operate in isolation. Customers were required to register for each panel individually and log in separately to access analytics, billing information, and consumption data, all of which were presented in silos.

This fragmentation made it challenging to manage transitions between channels and to share data across different applications and platforms.

Customers now had to navigate multiple logins, interfaces, and workflows, each powerful on its own but disconnected from the others.

What started as an effort to provide flexibility gradually evolved into a web of fragmented systems, creating complexity for users who sought a unified experience.

This realisation marked a turning point in Pinnacle’s evolution, a moment that inspired the vision to bring every channel together under one cohesive ecosystem and create 1SPOC1.0.

2.2 The Solution

1SPOC was created to provide a singular platform with all channels integrated, offering unprecedented feasibility and visibility for customers. This consolidation transforms how businesses manage their communication infrastructure under one common platform.

1SPOC - On Single Point of Communication empowers 4 Levels of Businesses with Communication and Messaging Software Applications.

There are 4 Levels of Businesses

Level 0: Primary ERP (Pinnacle Only)

Portal Access: erp.1spoc.in

➔ Primary ERP is a management application to be used by Pinnacle Teleservices Pvt. Ltd. only

➔ It helps Pinnacle Teleservices Owner to onboard its Users, Applications, Sources, Providers/BSPs, Rates, and Secondary ERPs

➔ Users can be 1 Owner, Multiple Admins, Sales Support, Billing Support, Tech Support; when these users log in, they see items related to their interest

➔ The owner can onboard multiple Admins and Users; Admins can onboard multiple Users

➔ As of today, there are 7 Applications: WhatsApp, RCS, SMS, Live Agent Chat, Multi-Channel Chatbots, Process, and Ads Manager

➔ Sources are for each Application that are used to deliver messages to end-users and receive messages from end-users (e.g., the Source for WhatsApp is Meta)

➔ Each Source has a Rate Card where Base Rates that are publicly available are defined

➔ Provision to upload Rate Cards for 6 different currencies for Sources

➔ Providers/BSPs are for each Application that is used to interact with the Source; they are one level above the Source

➔ Each Application interacts with the Provider, and the Provider, in turn, communicates with the Source (e.g., Pinnacle WhatsApp BSP interacts with Meta)

➔ BSP/Provider provides extra services to the Applications that Source may not provide

➔ Each Provider has its own Rates; the Rate Card of the Provider is prepared from the Source Rates

➔ Provision to upload Rate Cards for 6 different currencies for Providers

➔ Provider also gets Discounts on Source Rates; the Discounts are used to see the actual invoice of the Provider charged by the Source

➔ Primary ERP has a single Billing Unit set to INR

➔ All Secondary ERPs are created within this Billing Unit

➔ Primary ERP Owner and Admins can onboard Secondary ERPs

➔ Each Secondary ERP, when onboarded, is set with one currency out of 6 currencies

➔ Each Secondary ERP has a single Billing Unit that follows the same currency

➔ Billing Unit can be of three types: Prepaid, Postpaid without Limit, Postpaid with Limit (as of now, only Postpaid without Limit is supported)

➔ Each Secondary ERP gets Apps (WhatsApp, RCS, SMS, Livechat, AdsManager, Bots, Process) from the Primary ERP

➔ Each App is connected to a single Provider; each specific values are set here

➔ Each Provider automatically follows the same currency that is assigned to Secondary ERP during onboarding and uses that currency's Rate Card

➔ Each App in the Secondary ERP is given new Rates by the Primary ERP

➔ Each Secondary ERP can have a dedicated deployment Copyright @2025 Pinnacle Teleservices Pvt. Ltd. All rights reserve

➔ Each Secondary ERP portal gets a custom domain and provision to white-label their landing page

➔ Each Secondary ERP has one Owner-user by default, who can log in to perform further activities

➔ Each Secondary ERP has a separate database

➔ Primary ERP Owner and Admins can view the Invoices of each Secondary ERP

➔ Each App has a Platform Fee per month that Primary ERP sets for the Secondary ERP

➔ The Invoice for each Secondary ERP contains mainly the App Platform Fees

Level 1: Secondary ERP (BSPs and Aggregators)

Portal Access: serp.1spoc.in

➔ Secondary ERP can onboard Registries (Enterprise, Reseller, TPs)

➔ Secondary ERP Owner can create multiple Admins; both can create multiple Users of type Billing Support, Tech Support, Sales Support

➔ Owner and Admins can onboard Registries

➔ Secondary ERP has a single Billing Unit; all Registries are created within this Billing Unit

➔ Each Registry gets Apps

➔ Each App has a Platform Fee per month that Secondary ERP can assign to the Registry

➔ Each App has a Rate Card that Secondary ERP can assign to the Registry

➔ Secondary ERP Owner and Admins can view the Invoices of each Registry

➔ Each Registry is mapped to a custom domain

➔ Each Registry can customise its landing page

➔ The Invoice for each Registry contains mainly the App Platform Fees

Level 2: Registry (Enterprise, resellers, TPS)

Portal Access: 1spoc.in

➔ Registry can onboard Organisations

➔ Each Registry has a single Billing Unit

➔ All Organisations are onboarded within this Billing Unit

➔ Registry Owner can onboard Admins; both can onboard Users of type Billing Support, Sales Support, Tech Support

➔ Registry gets Apps from Secondary ERP

➔ In the MyApps section, Registry can view the Platform Fee for each App and the Rate Cards of each App given by Secondary ERP

➔ In the Registries section, Registry Admin and Owner can onboard Organisations, with each Organisation having one Owner by default

➔ Registry Owner and Admin can view each Organisation's Invoices

➔ The Registry can assign each Organisation Platform Fee per CU and Rates for each App

➔ The invoice for each Organisation contains Platform Fees for all Consumer Units and charges incurred based on Rates from the Rate Cards, and the consumption

➔ All APIs exposed by the Application are white-labeled using the Registry domain

➔ Each Organisation is allotted Apps by the Registry Owner or Admin

➔ Apps do not have individual Platform Fees; Platform Fee is charged based on the number of Consumer Units created by the Organisation

Level 3: Organisation (Enterprises)

Portal Access: 1spoc.in

➔ Organisation is allowed to use Applications, and by default, there is one Default Billing Unit in an Organisation

➔ There is one Owner of the Organisation who can onboard Admins

➔ Both Owners and Admins can onboard additional users with roles such as Billing Support, Sales Support, and Tech Support.

➔ In the MyApps section, each App's Rate Cards can be viewed

➔ The Owner and Admin can activate the Apps given by the Registry

➔ Once the App is activated, the name of the App starts appearing on the left navigation bar

➔ Clicking the App name displays multiple tabs

➔ Each App has a different number of tabs (e.g., WhatsApp has Waabas and Consumer Units tabs)

➔ In the Waabas tab, new Waaba IDs and their numbers can be added using the embedded signup

➔ In the Consumer Units tab, new Consumer Units can be created and linked to the Waaba number

➔ Tech Support Users can be assigned to the Consumer Unit

➔ Each Consumer Unit must be created within a Billing Unit

➔ Each Consumer Unit is linked to an Application

➔ Tech Support User assigned to the Consumer Unit can start using the Application attached to the Consumer Unit after logging in

➔ Owner and Admin can view the analytics of each Consumer Unit separately and all Consumer Units together in one place

➔ The Owner and Admin can create multiple Billing Units in an Organisation

➔ Consumer Units can be created within any Billing Unit

➔ Each Consumer Unit has a Platform Fee

➔ Invoices are viewable from the Billing Unit card in the UI

The platform provides six key advantages across all operational levels. While the advantages remain consistent, their implementation varies based on the level of engagement. List of Advantages:

1. Rates

2. Billing & Invoices

3. Analytics

4. White Labelling

5. Single Sign-In

6. Security

Each advantage is briefly explained in the following sections with reference to the relevant operational level.

Role Structure in 1SPOC 1.0

The role hierarchy remains unchanged in 1SPOC 1.0 and includes the following:

➔ Owner / Super Admin:- Has full system access, including settings configuration, user management, and billing control.

➔ Admin:- Can onboard or deactivate users/employees and assign them specific applications.

➔ User: Holds access to assigned applications and performs designated actions based on their support role.Roles such as :

    ◆ (Tech Support):- Utilizes applications assigned by the Owner or Admin to provide technical assistance.

    ◆ User (Sales Support):- Assists with application onboarding and delivers product demos.

    ◆ User (Billing Support):- Manages and resolves billing-related queries.

The following section elaborates on how each of these six advantages is applied and leveraged at every operational level within the platform, ensuring maximum efficiency, customization, and control based on user roles.

3.1 Rates

Level 1 – Secondary ERP (BSPs & Aggregators)

➔ Configure routing rates at operator and provider levels across all communication channels (WhatsApp, SMS, RCS, Bot, LiveAgent, Ads Manager, and Process).

➔ Manage base pricing and apply markups for Whitelabel partners, Enterprises, Resellers, and TPs.

➔ Rates can be uniquely configured for each registry created at Level 1.

➔ Enable creation and customization of rate cards per registry.

➔ Bulk rate updates are seamlessly propagated to Level 2 via the unified registry.

Level 2 – Technology Partners & Resellers (Registry)

➔ Receive rate configurations from Level 1 via the Secondary ERP.

➔ Maintain distinct rate slabs for each client (e.g., ORG1, ORG2).

➔ Rates follow the structured hierarchy: Billing Units → Organisation → Applications → Consumer Units.

➔ Complete visibility into per-channel rate structures.

➔ Country-specific rate details are accessible within the rates column, where all applicable rates are listed per country.

Level 3 – Organizations

➔ View final rates directly within the Organisation Dashboard.

➔ Rates are applicable across all communication channels and Consumer Units (WhatsApp, RCS, SMS, BOT, Process).

➔ Fully automated — rates defined at Level 2 propagate downstream to Consumer Unit levels without manual intervention.

➔ Unified rate visibility across campaigns, APIs, and workflows.

3.2 Billing & Invoices

Level 1 – Secondary ERP (BSPs & Aggregators)

➔ Oversee and manage billing for all downstream partners via the Secondary ERP.

➔ Generate invoices for each registry based on the total traffic routed.

➔ Define credit limits and enforce usage policies for Level 2 entities.

➔ Ensure complete KYC verification and compliance.

Level 2 – Registry

➔ Manage billing for all Level 3 clients through the Registry (Reseller).

➔ Automatically generate invoices based on organization-level consumption.

➔ Apply mark-up billing on top of Level 1 rates as required.

Level 3 – Organizations

➔ Access billing details for all applications (WhatsApp, SMS, RCS, Bots, LiveAgent, Ads, Process) at the Consumer Unit (CU) level.

➔ Create multiple billing units and assign accounts accordingly to enable department-wise cost allocation.

➔ Usage-based invoices are generated monthly.

➔ Multiple billing options available: Prepaid, Postpaid – Unlimited, and Postpaid – Limited.

➔ Monitor real-time billing analytics through the Organization Dashboard.

3.3. Analytics

Level 1 – Secondary ERP (BSPs & Aggregators)

➔ Comprehensive traffic analytics via the Secondary ERP, covering:     ◆ Message routing efficiency     ◆ Channel throughput     ◆ Delivery Report (DLR) accuracy     ◆ Latency monitoring

➔ End-to-end system analytics enable proactive SLA tracking and performance optimization.

Level 2 – Technology Partners & Resellers (Registry)

➔ Multi-tenant analytics across all Level 3 client accounts.

➔ Comparative dashboards showcasing volume trends, performance metrics, billing insights, and channel-wise usage.

➔ Analyze usage patterns at the organisation level to visualize weekly and monthly traffic growth or decline, aiding strategic planning.

Level 3 – Organizations

➔ In-depth analytics across all channels configured under Consumer Units. Key insights include:

    ◆ Campaign Performance: Identifies peak message read-time to optimize future campaign scheduling.

    ◆ Template Analytics: Evaluates templates based on user engagement to support data-driven template optimization.

    ◆ API Performance Monitoring

    ◆ Channel-wise Comparison: Tracks engagement, delivery, and read rates to identify the most effective channels and maximize ROI.

3.4 White Labeling

Level 1 – Secondary ERP (BSPs & Aggregators)

➔ White-label panel configuration available at this level, enabling Level 1 to design their own branded landing page.

➔ Ability to create White Label APIs using their domain.

Level 2 – Technology Partners & Resellers (Registry)

➔ Fully supported white-label solutions with capabilities including:

    ◆ Custom Domain Setup (e.g., abc.in, honda.in, serp.1spoc.in)

    ◆ Custom landing pages designed as per partner branding

    ◆ Branded login interfaces for both the reseller and its associated organisations

➔ Registry (Custom Domain) supports:

    ◆ White-label web pages

    ◆ Dedicated login access for the reseller

    ◆ Separate login access for organisations

➔ Complete visual customization (logo, application name, theme, favicon)

➔ Ability to create White Label APIs using the reseller’s domain

Level 3 – Organizations

➔ Access the portal through the reseller’s branded interface.

➔ Display of the organization's logo in the top-right corner of the platform to maintain brand identity.

3.5 Single Sign-Up

Level 1 – BSP / Aggregator

➔ Provides the master identity framework for providers, networks, and routing systems.

➔ Manages secure, token-based authentication for Level 2 entities, ensuring controlled access and compliance.

Level 2 – Technology Partners & Resellers

➔ Enables Single Registration and Single Sign-On (SSO) for all Level 3 organisations.

➔ The Registry (Reseller) platform offers unified access to the following applications:

    ◆ WhatsApp

    ◆ SMS

    ◆ RCS

    ◆ LiveAgent

    ◆ Ads Manager

    ◆ Bot

    ◆ Process

➔ Handles login workflows for both reseller-level users and organisation-level users, ensuring seamless onboarding and access control.

Level 3 – Organizations

➔ A single unified registration process provides access to configure:

    ◆ Organisation

    ◆ Users

    ◆ Consumer Units

    ◆ Billing Units

    ◆ Analytics

    ◆ Wallets

➔ All applications are accessible through a single login session, eliminating the need for multiple credentials and enhancing operational efficiency.

3.6 Security

Level 1 – BSP / Aggregator

➔ Implements provider-level security controls, including:

    ◆ Throughput management

    ◆ Failover handling for continuity

    ◆ Complete KYC verification

    ◆ Secure message routing

    ◆ API token generation and lifecycle management

➔ Monitors user activity across the platform.

➔ Supports platform-level security, including domain configuration (CNAME setup).

➔ Enforces two-factor authentication (2FA) for all logins.

Level 2 – Technology Partners & Resellers

➔ Enforces:

    ◆ Role-based access control

    ◆ Tenant-level data isolation to prevent cross-tenant data exposure

    ◆ SSL-secured custom domains

    ◆ Secure API routing to Level 1 systems

➔ Enables user activity monitoring and 2FA for secure access.

➔ Supports self-onboarding while maintaining security protocols.

Level 3 – Organizations

➔ Ensures comprehensive application-level security, including:

    ◆ Two-factor authentication (2FA)

Role-based user management (Owner / Admin / Tech Support / Sales Support / Billing Support)

    ◆ Secure API usage

    ◆ Template-level access permissions

➔ Tracks platform activity for each user.

➔ All communication occurs through SSO-secured organizational access.

➔ Eliminates the need to share sensitive information with third-party agencies. Instead, organisations can create dedicated consumer units and billing units for lead generation partners. These external users can access the platform using their individual credentials, and their usage is billed directly to the lead generation entity.

Organisation Chart

This image represents a network-style diagram showing all the entities onboarded down the line. It visually highlights:

➔ A single central branch acting as the main source of configuration, routing, and management.

➔ Multiple connected clients/tenants branching outward from that hub.

➔ A clear illustration of the multi-tenant architecture, where many independent organizations operate under one unified platform.

➔ A demonstration of scalability, showing how easily new partners or organizations can be added to the ecosystem.