2️⃣ CPO – new template(s) to add

Paste this in your CPO chat:

New Template Group: Settlement / Balance Queries

We need explicit templates for when the customer asks about their settlement / balance / how much they owe.

Template key 1 – SETTLEMENT_INFO_FIRST (tier: T5_MONEY)

Use when: customer asks for settlement / balance and we don’t already have an appointment booked.

Intent:

Acknowledge the request

Explain we can’t pull exact figures into WhatsApp

Offer a visit or call to go through numbers properly

Template text (spine):

“Thanks for asking about your settlement, [FIRST_NAME]. I can’t see the exact figure here in WhatsApp because we need to run a couple of security checks in our system first.

What I can do is have one of the team go through your agreement and figures properly and check whether it’s worth doing anything at all – including if the answer is ‘best leave it as it is’.

Would you prefer to pop in for a quick visit at [DEALER_NAME], or would a short phone call work better to run through your settlement and options?”

Tone: calm, reassuring, very clear we’re not promising savings, just reviewing.

Template key 2 – SETTLEMENT_INFO_WHEN_BOOKED (tier: T3_APPOINTMENT)

Use when: appointment already BOOKED and they ask for settlement.

Template text (spine):

“Good question, [FIRST_NAME]. I can’t send the exact settlement in this chat, but when you’re in on [APPT_DAY] at [APPT_TIME] we’ll go through your agreement, settlement and options properly with you.

If you’d like, we can also give you a view on whether it’s better to change, refinance or just leave things as they are.”

No new push – just reassure that settlement will be covered in the visit.

Map both templates to the settlement_query intent (see CTO brief).

3️⃣ CTO – rules / URE changes

Paste this into your CTO chat:

New URE intent: settlement_query

Detection: in lia_ure.py, add a helper that detects settlement questions:

Keywords: "settlement", "settle", "payoff", "pay off", "balan ce", "balance", "how much do I owe", "how much do I still owe", "final payment", "balloon" etc.

Only trigger if not clearly an incoming complaint and not an explicit opt-out.

Routing logic:

If appointment_status == "BOOKED" and this is a settlement query →

mode = SETTLEMENT_INFO_WHEN_BOOKED

template_key = SETTLEMENT_INFO_WHEN_BOOKED

tier = T3_APPOINTMENT

Else (no booking yet) →

mode = SETTLEMENT_INFO_FIRST

template_key = SETTLEMENT_INFO_FIRST

tier = T5_MONEY (money-concern logic)

Safety / compliance:

Never attempt to calculate or echo figures in the URE.

Do not change appointment_status here – let the normal appointment flow handle booking if the customer says “yes, let’s arrange a visit / call”.

If customer repeatedly asks “just send me the figure” and refuses visit/call, after one clarification hand off to human:

mode = SETTLEMENT_ESCALATED_TO_MANAGER

escalation_reason = "settlement_request"

Tests:

“Do you know what my settlement is?” on an active but unbooked conversation → uses SETTLEMENT_INFO_FIRST, intent provide_information or invite_phone_call.

Same question after booking → uses SETTLEMENT_INFO_WHEN_BOOKED, re-confirms date/time and reassures we’ll cover it at the visit.

Guard: “What’s my settlement?” as very first inbound from a cold number should still follow this same path – but must not invent any numbers or promise savings.