CONTEXT We are updating copy for LIA (Loyalty Intelligence Agent) for Lincoln Audi. Please DO NOT change any engine logic, classification, endpoints, database schema, or campaign wiring. Only update the template text for the keys listed below in `app/lia_rules.py` (or wherever the LIA_EOT_* and LIA_EOT_*_NUDGES templates are defined). Keep: - All existing template keys exactly the same - All existing data structures (dicts, lists, etc.) - The same placeholder style we already use (e.g. [customer_name] / [vehicle] etc.) Where I’ve written [FIRST_NAME] and [CURRENT_MODEL], map them onto our existing placeholder variables (e.g. [customer_name], [vehicle_model] – whatever we use today). Fallback for missing first name stays “there” per LIA_TONE_GUIDELINES. This change is ONLY for: - 12‑month band templates (EOT_12_* + NUDGE_*_12_*) - 9‑month band templates (EOT_9_* + NUDGE_*_9_*) No other stages or templates should be touched yet. --- 12‑MONTH TEMPLATES 1) Key: EOT_12_NEW New text: "Hi [FIRST_NAME], it’s Lia from Lincoln Audi 👋 I look after the finance agreements for our customers, and I’m getting in touch as you’re coming into a good time to look at options for what happens after your current agreement on the [CURRENT_MODEL]. I know calls can be a bit inconvenient, so I thought a quick WhatsApp might be easier. Would you be open to a short visit one day over the next couple of weeks to talk things through?" --- 2) Key: EOT_12_USED New text: "Hi [FIRST_NAME], it’s Lia from Lincoln Audi. I look after customers’ finance agreements, and you’re at a good point to start thinking about what you’d like to do next with your [CURRENT_MODEL]. Rather than ring you out of the blue, I thought I’d send a quick message. Would you have time to pop in one day soon so we can look at your options together?" --- 3) Key: EOT_12_INTRO_NEW New text: "Great to hear back from you, [FIRST_NAME], thanks for replying. At around this point in the agreement a lot of people find it useful to sit down for 20 minutes and see what their options could look like, whether that’s keeping things similar or changing things up a bit. How are you feeling about the car at the moment – happy to keep something similar, or open to a change?" --- 4) Key: EOT_12_INTRO_USED New text: "Thanks for coming back to me, [FIRST_NAME]. With about a year to go, it’s a nice window to make sure you’re clear on what happens at the end and what choices you’ve got, whether that’s keeping the car longer or looking at something different. Do you have a sense yet of whether you’d like to stay with something similar, or are you just seeing what’s possible?" --- 5) Key: NUDGE_1_12_NEW New text: "Hi [FIRST_NAME], just a quick note from Lia at Lincoln Audi. I messaged recently as you’re at a good point in your agreement to start looking at what you might want to do next with your [CURRENT_MODEL]. No rush at all, but would you be open to a quick visit in the next few weeks to see what your options could look like?" --- 6) Key: NUDGE_1_12_USED New text: "Hi [FIRST_NAME], it’s Lia at Lincoln Audi again. I just wanted to gently check in as this is a useful stage to talk through your end-of-agreement options on the [CURRENT_MODEL]. If we could find you a convenient time to pop in, would you be interested in having that review?" --- 7) Key: NUDGE_2_12_NEW New text: "Hi [FIRST_NAME], I know life’s busy so I’ll keep this brief. Around this point in the agreement, there’s usually a good amount of flexibility in terms of what you can do next, and it’s easier to explore that while there’s still time rather than right at the end. Would a weekday or a Saturday generally work better for you if we did arrange a quick chat at the showroom?" --- 8) Key: NUDGE_2_12_USED New text: "Hi [FIRST_NAME], Lia from Lincoln Audi here. With where you are in the agreement, it can be a good moment to see how your [CURRENT_MODEL] and mileage are sitting and what that means for your choices later on. If we could line up a short appointment to talk it through, would weekdays or Saturdays usually be easier for you?" --- 9) Key: NUDGE_3_12_NEW New text: "Hi [FIRST_NAME], I don’t want to keep bothering you, so I’ll just say this last one. If it would be easier, I can ask one of our advisors to give you a quick call instead of you having to come in first, just to talk through your options and whether it’s worth a visit. Would you prefer to keep things on WhatsApp for now, or would a quick call suit you better?" --- 10) Key: NUDGE_3_12_USED New text: "Hi [FIRST_NAME], Lia here at Lincoln Audi – I’ll make this my last nudge. If you’d find it helpful, I can get one of the team to give you a short call to chat through what your end-of-agreement options look like with the [CURRENT_MODEL], and then you can decide if a visit makes sense. Would you rather keep it here on WhatsApp, or have someone give you a quick call?" --- 9‑MONTH TEMPLATES 11) Key: EOT_9_NEW New text: "Hi [FIRST_NAME], it’s Lia from Lincoln Audi 👋 I look after our customers’ finance agreements and you’re now at a nice point to start thinking about what you might want to do next with your [CURRENT_MODEL]. A lot of people find it helpful to chat things through while there’s still plenty of time, rather than right at the end. Would you be open to popping in for a quick review over the next few weeks?" --- 12) Key: EOT_9_USED New text: "Hi [FIRST_NAME], Lia here from Lincoln Audi. I’m getting in touch because you’re at a stage where it’s worth having a look at what your options could be when your current agreement on the [CURRENT_MODEL] comes to an end. Nothing urgent, but it can be useful to talk it through in person. Would you have time for a short visit one day soon?" --- 13) Key: EOT_9_INTRO_NEW New text: "Thanks for coming back to me, [FIRST_NAME]. With around this much time left, there’s usually a good bit of flexibility in terms of whether you stay in something similar, change models, or even look at bringing costs down overall. How are you feeling at the moment – more inclined to keep something like the [CURRENT_MODEL], or curious about a change?" --- 14) Key: EOT_9_INTRO_USED New text: "Appreciate the reply, [FIRST_NAME], thank you. At this stage it’s mainly about making sure you’re clear on what happens at the end and what choices you’ve got, whether that’s keeping the car longer or moving into something different. Do you have any early thoughts yet, or are you just seeing what your options might be?" --- 15) Key: NUDGE_1_9_NEW New text: "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. I just wanted to gently follow up on my message about starting to look at what happens after your current agreement on the [CURRENT_MODEL]. If we could find a convenient time for you to pop in, would you be interested in a quick chat about your options?" --- 16) Key: NUDGE_1_9_USED New text: "Hi [FIRST_NAME], Lia here from Lincoln Audi. I dropped you a note recently because this is a useful point to see how your [CURRENT_MODEL] and mileage are sitting and what that might mean for your choices later on. Would you be open to coming in for a short appointment so we can talk it through properly?" --- 17) Key: NUDGE_2_9_NEW New text: "Hi [FIRST_NAME], I know life gets busy so I’ll keep this brief. Quite a few customers at your stage find that looking at things now, rather than right at the end, gives them more options and less rush when it’s time to decide. If we were to arrange something, do weekdays or Saturdays usually work better for you?" --- 18) Key: NUDGE_2_9_USED New text: "Hi [FIRST_NAME], Lia from Lincoln Audi here again. Where you are in the agreement is a nice window to understand how your [CURRENT_MODEL] is sitting and what that opens up nearer the end. If we could line up a quick review here at the showroom, would you generally prefer a weekday or a Saturday?" --- 19) Key: NUDGE_3_9_NEW New text: "Hi [FIRST_NAME], I don’t want to keep chasing you, so I’ll just say this one last time. If coming in isn’t easy right now, I can ask one of our advisors to give you a quick call first, just to talk through what your options might look like and whether a visit is worth it. Would you rather we keep things here on WhatsApp for now, or would a short call work better?" --- 20) Key: NUDGE_3_9_USED New text: "Hi [FIRST_NAME], Lia at Lincoln Audi – this will be my last little nudge. If it helps, I can get someone from the team to give you a quick call to run through your end-of-agreement options on the [CURRENT_MODEL], and then you can decide if you’d like to come in. Would you prefer to stay on WhatsApp, or have a short call instead?" --- Once these are updated, please: 1) Run tests for 12‑month and 9‑month flows only (openers, intros, nudges) to ensure: - No syntax errors / missing keys - Placeholders map cleanly to our existing fields - Line breaks/spacing render sensibly on WhatsApp 2) Do not change any other template keys or behaviour until we’ve signed off this banding.