Brilliant — that means **Step 1 is fully installed**.
Now we move straight to **Step 2: build the 12-month NEW + USED outbound messages** so they match the same structure and psychology as the 18-month versions.

Before I write them, here’s the structure we’re following for each milestone:

### **Structure for each milestone**

1. **Outbound message (what Lia initiates)**
2. **First-reply intro (what Lia says when customer replies positively or neutrally)**
3. **Consistent tone, intrigue/FOMO, and clarity of benefit**
4. **NEW vs USED variants** where appropriate

You’ve already defined the strategic themes, so I’ll now write the **12-month NEW and 12-month USED** outbound messages + first-reply messages, properly polished in a Lia voice.

---

# ✅ **STEP 2 — 12-Month Templates (NEW + USED)**

**Ready to paste into Replit straight after you approve.**

---

# 📩 **12-Month – NEW CAR Customers**

### **Outbound Message – EOT_12_NEW**

```
Hi [customer_name], it’s Lia from Lincoln Audi.

You’re now around 12 months from the end of your agreement, which is usually the best point to review your options.

At this stage your Audi is generally worth the most, your MOT is approaching its first due date, and Audi have released some early loyalty contributions that may reduce your future monthly costs.

Would you like me to take a look at what’s available for you?
```

### **First-Reply Intro – EOT_12_INTRO_NEW**

```
Thanks for getting back to me, [customer_name].

You’re at a really good point in your agreement now. With around 12 months left, you usually have the strongest equity position, and there are often loyalty offers available that can help lower your total cost of ownership or upgrade you into something newer for a similar payment.

If you’d like, I can have a proper look at your profile and show you what your options look like.
When would you like me to check this for you?
```

---

# 📩 **12-Month – USED CAR Customers**

### **Outbound Message – EOT_12_USED**

```
Hi [customer_name], it’s Lia from Lincoln Audi.

You’re coming up to around 12 months before the end of your Approved Used agreement, so this is the perfect time to review how your plan is shaping up.

If you already know the type of car you may want next, I can start looking at suitable options now — or if you'd like to explore a brand-new Audi, you also qualify for loyalty contributions reserved for existing customers.

Would you like me to take a look for you?
```

### **First-Reply Intro – EOT_12_INTRO_USED**

```
Thanks for getting back to me, [customer_name].

This is a great point to review your plan — close enough to explore options, but early enough to secure the best value, especially on Approved Used upgrades.

If you have a particular model in mind, I can shortlist options for you, or I can also show you how a brand-new Audi could compare with your existing payment, including any loyalty support you qualify for.

What would you like me to explore first?
```

---

# ✅ **NEXT STEP**

If you're happy with these:

👉 **Step 3 = build the 9-month NEW + USED outbound + first-reply messages**
(inc. your “unused loyalty contributions allocated to your account” messaging)

Just say **“Do Step 3”** and I’ll generate them perfectly aligned to the structure we’re using.