CONTEXT We’re adding a full set of bespoke campaign spines for LIA (Loyalty Intelligence Agent) at Lincoln Audi. IMPORTANT PRINCIPLES - These customers are PRE-SELECTED by a manager because: - Their agreement and vehicle position has already been checked. - They are genuinely in a strong position to change. - We have a specific campaign theme and a TARGET model in mind. - LIA can therefore speak with CONFIDENCE: - “We’ve reviewed your agreement…” - “You’re in a strong position to change…” - “We’ve picked you specifically, not a mass message…” - BUT LIA must still: - NEVER quote or promise specific figures/payments. - NEVER guarantee a deal or outcome over WhatsApp. - ALWAYS bring it back to: “we need to confirm details and see your car.” - All campaigns are: - Appointment-first (showroom visit), with a phone-call fallback. - In UK English, calm, professional, short paragraphs. - In line with existing LIA_TONE_GUIDELINES. PLEASE DO NOT change any engine logic, classification, endpoints, database schema, or EOT stage mapping. We’re ONLY adding/updating templates (opener + intro + 3 nudges) for the bespoke campaigns below. PLACEHOLDERS Map these placeholders to your existing variables: - [FIRST_NAME] → [customer_name] (fallback to “there” if missing) - [CURRENT_MODEL] → [vehicle_model] (or equivalent) - [TARGET_MODEL] → the manager-selected upgrade model (e.g. “A3”, “Q3”, “Q4 e-tron”) - [EV_OR_PHEV_LABEL] → “e-tron”, “plug-in hybrid”, etc. (or remove if not needed) CAMPAIGN LIST & SUGGESTED KEYS 1) Upgrade to a newer model on similar payments 2) Stock support enhancement (e.g. A3→A3, Q3→Q3 with support) 3) Same deposit, similar payment 4) Newer TCO – reduce total cost of ownership via a newer car 5) ZEV Upgrade – EV / PHEV swap 6) ZEV TCO – total cost of ownership via EV / PHEV 7) Test drive a new model 8) “We want your car” You can adjust key names to match lia_rules.py conventions, but please keep the text intact. ──────────────────────────────── 1) UPGRADE TO NEWER MODEL – SIMILAR PAYMENTS ──────────────────────────────── Suggested keys: - UPGRADE_SIMILAR_OPEN - UPGRADE_SIMILAR_INTRO - NUDGE_1_UPG_SIMILAR - NUDGE_2_UPG_SIMILAR - NUDGE_3_UPG_SIMILAR UPGRADE_SIMILAR_OPEN "Hi [FIRST_NAME], it’s Lia from Lincoln Audi. We’ve reviewed your agreement on the [CURRENT_MODEL] and you’re in a strong position to look at changing into a [TARGET_MODEL]. Right now we have offers and loyalty support available that are designed to keep things feeling comfortable on the monthly side while moving you into the newer car. It’s a really good time to look at this, but we do need to confirm a few details with you and see your car in person. Would you be open to popping in for a quick review?" UPGRADE_SIMILAR_INTRO "Thanks for coming back to me, [FIRST_NAME]. Because we’ve already checked your agreement and the position of your [CURRENT_MODEL], we know you’re one of the customers who could be in a good place to move into a [TARGET_MODEL] without things jumping around too much each month. The exact figures will depend on mileage, condition and the exact car you choose, which is why we need to see you and the car here. Would you prefer us to focus on a like-for-like [TARGET_MODEL], or are you open to seeing a couple of slightly different options as well?" NUDGE_1_UPG_SIMILAR "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. I just wanted to follow up as we have specifically checked your agreement and your [CURRENT_MODEL], and you’re in a good position to look at moving into a [TARGET_MODEL] with our current loyalty support. It’s not a generic offer – we’ve picked you out because your numbers stack up well for a change. Would you like us to book a short visit so we can run through everything with you and see your car?" NUDGE_2_UPG_SIMILAR "Hi [FIRST_NAME], Lia from Lincoln Audi here again. These upgrade opportunities work best when we look at them while the current support on [TARGET_MODEL] is in place and before you get too close to the end of the agreement. You’re in a strong position at the moment, and we’d like to make the most of that with you. If we set something up, do weekdays or Saturdays usually work better for you?" NUDGE_3_UPG_SIMILAR "Hi [FIRST_NAME], I don’t want to keep bothering you, so I’ll make this my last little nudge. We’ve already checked your agreement and your [CURRENT_MODEL], and you are in a good place to look at a [TARGET_MODEL] right now – we just need to confirm a few details and see the car to be sure it all lines up. If it’s easier, I can ask one of our managers to give you a short call first to talk it through. Would you prefer to keep things on WhatsApp, pop in for a quick visit, or have a quick call?" ──────────────────────────────── 2) STOCK SUPPORT ENHANCEMENT – TARGET [TARGET_MODEL] ──────────────────────────────── Suggested keys: - STOCK_SUPPORT_OPEN - STOCK_SUPPORT_INTRO - NUDGE_1_STOCK_SUPPORT - NUDGE_2_STOCK_SUPPORT - NUDGE_3_STOCK_SUPPORT STOCK_SUPPORT_OPEN "Hi [FIRST_NAME], it’s Lia from Lincoln Audi. We’ve looked at your agreement on the [CURRENT_MODEL] and at the moment we’ve got additional support available on [TARGET_MODEL] models in stock. That combination puts you in a very strong position to look at changing now with exclusive loyalty contributions attached. It’s a particularly good window to review things, but we do need to confirm a few details with you and see your car. Would you be open to coming in for a quick appointment?" STOCK_SUPPORT_INTRO "Thanks for replying, [FIRST_NAME]. We’ve not sent this out to everyone – we’ve picked you because your [CURRENT_MODEL], mileage and agreement line up well with the current support we’ve got on [TARGET_MODEL]. To see exactly what that could do for you, we’ll need to go through your details properly and take a look at your car here. Are you mainly curious to see what the change into a [TARGET_MODEL] could look like, or do you already have a rough idea of what you’d like next?" NUDGE_1_STOCK_SUPPORT "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. Just giving you a gentle nudge, as the extra support we’ve got on [TARGET_MODEL] right now, combined with the position of your [CURRENT_MODEL], makes this a genuinely strong moment to look at changing. We’ve already checked that you’re in a good place to have that conversation. Would you like us to book you in so we can go through it properly and see your car?" NUDGE_2_STOCK_SUPPORT "Hi [FIRST_NAME], Lia from Lincoln Audi here again. Offers like this on [TARGET_MODEL] don’t tend to stick around for long, and they work best when we talk while that support and your agreement position are both in a good place – which they are at the moment. If we set up a short appointment to look at your [CURRENT_MODEL] and the [TARGET_MODEL] options, do weekdays or Saturdays usually suit you better?" NUDGE_3_STOCK_SUPPORT "Hi [FIRST_NAME], I don’t want to overdo it, so I’ll make this my last little nudge. We’ve checked your agreement and your [CURRENT_MODEL], and you are in a strong position to take advantage of the current support on [TARGET_MODEL] – we just need to confirm the details with you and see the car in person. If you prefer, I can ask one of our managers to give you a quick call first to talk it through. Would you rather keep things on WhatsApp, arrange a short visit, or have a quick call?" ──────────────────────────────── 3) SAME DEPOSIT, SIMILAR PAYMENT – [CURRENT_MODEL] → [TARGET_MODEL] ──────────────────────────────── Suggested keys: - SAME_DEP_SIMILAR_OPEN - SAME_DEP_SIMILAR_INTRO - NUDGE_1_SAME_DEP_SIMILAR - NUDGE_2_SAME_DEP_SIMILAR - NUDGE_3_SAME_DEP_SIMILAR SAME_DEP_SIMILAR_OPEN "Hi [FIRST_NAME], it’s Lia from Lincoln Audi. We’ve gone through your agreement and the position of your [CURRENT_MODEL], and right now you’re in a very good place to look at changing into a [TARGET_MODEL] while keeping the structure of your agreement feeling similar in terms of deposit and monthly comfort. That’s based on current loyalty contributions and support we have available. It’s a strong opportunity for you, but we do need to confirm a few details and see your car to make sure everything lines up. Would you be open to popping in for a quick review?" SAME_DEP_SIMILAR_INTRO "Thanks for coming back to me, [FIRST_NAME]. Because we’ve already checked your numbers, we know you’re one of the customers who could potentially move into a [TARGET_MODEL] and keep things feeling familiar in terms of deposit and monthly outgoings. The exact figures will depend on your mileage, the condition of the [CURRENT_MODEL] and the precise [TARGET_MODEL] you choose, which is why we need to sit down with you. Are you looking to keep things as close as possible to how they are now, or would you consider small changes if the car was a better fit?" NUDGE_1_SAME_DEP_SIMILAR "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. Just following up, as we have already checked your agreement and you’re in a good position to look at moving from the [CURRENT_MODEL] into a [TARGET_MODEL] while keeping the deposit and monthly side feeling similar, using the support that’s live at the moment. Would you like us to arrange a short visit so we can go through it properly with you and see your car?" NUDGE_2_SAME_DEP_SIMILAR "Hi [FIRST_NAME], Lia from Lincoln Audi here again. These “same deposit, similar payment” type opportunities work best when we pick them up while your agreement and the support on [TARGET_MODEL] are aligned – which they are right now. That’s why we’ve chosen you specifically rather than sending this out to everyone. If we set something up, do weekdays or Saturdays usually work better for you?" NUDGE_3_SAME_DEP_SIMILAR "Hi [FIRST_NAME], I don’t want to keep pestering you, so I’ll make this my last little nudge. We’ve checked your agreement and your [CURRENT_MODEL], and you’re in a strong position to look at a [TARGET_MODEL] on a structure designed to feel similar to what you’re used to – subject to confirming the details and seeing your car. If it helps, I can ask one of our managers to give you a short call first to talk it through. Would you prefer to keep things on WhatsApp, pop in for a quick visit, or have a quick call?" ──────────────────────────────── 4) NEWER TCO – REDUCE TOTAL COST OF OWNERSHIP VIA A NEWER CAR ──────────────────────────────── Suggested keys: - TCO_NEWER_OPEN - TCO_NEWER_INTRO - NUDGE_1_TCO_NEWER - NUDGE_2_TCO_NEWER - NUDGE_3_TCO_NEWER TCO_NEWER_OPEN "Hi [FIRST_NAME], it’s Lia from Lincoln Audi. We’ve gone through your agreement on the [CURRENT_MODEL] and you’re in a very good position to look at changing into a newer [TARGET_MODEL]. With the warranty, service options and MOT savings that come with a newer car – plus any efficiency gains – it could reduce what the car costs you overall to own and run, not just in one payment. We’ve done the homework on your side; we now just need to confirm a few details with you and see your car. Would you be open to popping in for a quick review?" TCO_NEWER_INTRO "Thanks for coming back to me, [FIRST_NAME]. When we talk about reducing total cost of ownership, we’re looking at the whole picture – warranty cover, servicing, MOTs and efficiency, as well as how the agreement is set up. Moving into a newer [TARGET_MODEL] could mean fewer unexpected bills and several years without an MOT, which is why we’ve picked you out to have this conversation. Are there any particular costs that are bothering you at the moment – servicing, repairs, MOTs, or something else?" NUDGE_1_TCO_NEWER "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. Just following up, as we’ve specifically checked your [CURRENT_MODEL] and agreement and you’re in a strong position to look at a newer [TARGET_MODEL] with the aim of tidying up your overall running costs and giving you more cover and peace of mind. Would you like us to book a short visit so we can go through that with you and see your car?" NUDGE_2_TCO_NEWER "Hi [FIRST_NAME], Lia from Lincoln Audi here again. Looking at this while your agreement is in a good place means we can shape your next car and cover around what suits you – including things like warranty length, service plans and MOT timing – rather than waiting until you’re right at the end. That’s why we’ve chosen you rather than sending this to everyone. If we set something up, do weekdays or Saturdays usually work better for you?" NUDGE_3_TCO_NEWER "Hi [FIRST_NAME], I don’t want to keep bothering you, so I’ll make this my last little nudge. We’ve already reviewed your agreement and your [CURRENT_MODEL], and we believe a newer [TARGET_MODEL] could work well for you from a total cost of ownership point of view – subject to confirming the details and seeing your car. If it’s easier, I can ask one of our managers to give you a short call first. Would you prefer to keep things on WhatsApp, pop in for a quick visit, or have a quick call?" ──────────────────────────────── 5) ZEV UPGRADE – EV / PHEV SWAP ──────────────────────────────── Suggested keys: - ZEV_UPGRADE_OPEN - ZEV_UPGRADE_INTRO - NUDGE_1_ZEV_UPGRADE - NUDGE_2_ZEV_UPGRADE - NUDGE_3_ZEV_UPGRADE ZEV_UPGRADE_OPEN "Hi [FIRST_NAME], it’s Lia from Lincoln Audi. We’ve reviewed your agreement on the [CURRENT_MODEL] and you’re in a strong position to look at changing into a [TARGET_MODEL] [EV_OR_PHEV_LABEL]. With the support we’ve got available at the moment, it’s a really good time to consider moving into an electrified Audi and enjoying the smoother drive, latest tech and potential running cost benefits. We just need to confirm a few details with you and see your car in person. Would you be open to popping in for a quick review?" ZEV_UPGRADE_INTRO "Thanks for coming back to me, [FIRST_NAME]. Because we’ve already checked your agreement and the position of your [CURRENT_MODEL], we know you’re one of the customers in a good place to look at a move into a [TARGET_MODEL] [EV_OR_PHEV_LABEL]. The next step is just to understand how you use the car – things like your daily mileage and whether you can charge at home or work – so we can make sure the switch would genuinely suit you. Roughly how many miles do you tend to do in a typical week, and do you have access to charging at home or nearby?" NUDGE_1_ZEV_UPGRADE "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. Just giving you a gentle nudge, as we’ve picked you specifically because your agreement and [CURRENT_MODEL] line up well for a move into a [TARGET_MODEL] [EV_OR_PHEV_LABEL] with the support that’s available at the moment. It’s a good opportunity to see whether an electrified Audi would work for you. Would you like us to book a short visit so we can go through it properly and see your car?" NUDGE_2_ZEV_UPGRADE "Hi [FIRST_NAME], Lia from Lincoln Audi here again. These opportunities to move into a [TARGET_MODEL] [EV_OR_PHEV_LABEL] work best when we pick them up while the current support is live and your agreement is in a good place – which is exactly where you are now. It’s a good moment to explore it, even if you decide to stay as you are. If we set something up, do weekdays or Saturdays usually work better for you?" NUDGE_3_ZEV_UPGRADE "Hi [FIRST_NAME], I don’t want to keep pestering you, so I’ll make this my last little nudge. We’ve checked your agreement and your [CURRENT_MODEL], and you are in a strong position to look at a [TARGET_MODEL] [EV_OR_PHEV_LABEL] right now – we just need to confirm the details and see your car in person. If it’s easier, I can ask one of our managers to give you a short call first to talk it through. Would you prefer to keep things on WhatsApp, pop in for a quick visit, or have a quick call?" ──────────────────────────────── 6) ZEV TCO – TOTAL COST OF OWNERSHIP VIA EV / PHEV ──────────────────────────────── Suggested keys: - ZEV_TCO_OPEN - ZEV_TCO_INTRO - NUDGE_1_ZEV_TCO - NUDGE_2_ZEV_TCO - NUDGE_3_ZEV_TCO ZEV_TCO_OPEN "Hi [FIRST_NAME], it’s Lia from Lincoln Audi. We’ve reviewed your agreement on the [CURRENT_MODEL] and the way you’re positioned means now is a very good time to look at moving into a [TARGET_MODEL] [EV_OR_PHEV_LABEL]. With the way these cars are set up, there can be meaningful savings in areas like fuel, tax and day-to-day running, on top of the warranty and MOT benefits you get from a newer car. We’ve done the homework on your side; we now just need to confirm a few details with you and see your car in person. Would you be open to coming in for a quick review?" ZEV_TCO_INTRO "Thanks for coming back to me, [FIRST_NAME]. With a [TARGET_MODEL] [EV_OR_PHEV_LABEL], the total cost of ownership picture changes – you’re looking at lower or different fuel costs, potential tax benefits, fewer moving parts to service, and the warranty and MOT advantages that come with a newer Audi. Because we’ve already checked your agreement, we know you’re in a strong position to explore this properly. How are you mainly using your [CURRENT_MODEL] at the moment – mostly short trips, longer runs, or a mix of both?" NUDGE_1_ZEV_TCO "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. Just giving you a gentle nudge, as you’re one of the customers we’ve picked out where a move into a [TARGET_MODEL] [EV_OR_PHEV_LABEL] could make sense from a total cost of ownership point of view, not just from a “new car” point of view. Would you like us to book a short visit so we can look at that with you and see your car?" NUDGE_2_ZEV_TCO "Hi [FIRST_NAME], Lia from Lincoln Audi here again. These ZEV opportunities work best when we talk while your agreement is in a good place and the right cars are available – which is exactly where you are at the moment. It lets us see whether an electrified [TARGET_MODEL] would genuinely fit how you drive and what you spend on the car overall. If we set something up, do weekdays or Saturdays usually work better for you?" NUDGE_3_ZEV_TCO "Hi [FIRST_NAME], I don’t want to keep pestering you, so I’ll make this my last little nudge. We’ve already checked your agreement and [CURRENT_MODEL], and you’re in a strong position to explore a [TARGET_MODEL] [EV_OR_PHEV_LABEL] with the aim of improving your overall running costs – we just need to confirm the details with you and see the car. If you prefer, I can ask one of our managers to give you a short call first to talk it through. Would you prefer to keep things on WhatsApp, pop in for a quick visit, or have a quick call?" ──────────────────────────────── 7) TEST DRIVE A NEW MODEL ──────────────────────────────── Suggested keys: - TEST_DRIVE_OPEN - TEST_DRIVE_INTRO - NUDGE_1_TEST_DRIVE - NUDGE_2_TEST_DRIVE - NUDGE_3_TEST_DRIVE TEST_DRIVE_OPEN "Hi [FIRST_NAME], it’s Lia from Lincoln Audi. I’m in touch because, with where you are in your agreement on the [CURRENT_MODEL], it could be a good time to experience how the latest Audi models feel in terms of comfort, technology and efficiency, even if you’re not ready to make any decisions yet. Would you be interested in popping in for a short test drive so you can compare it properly to what you’re driving now?" TEST_DRIVE_INTRO "Thanks for coming back to me, [FIRST_NAME]. A quick test drive is often the easiest way to see whether it’s worth thinking about a change – you get a feel for the newer car, and then we can talk through what your options would look like if you ever did want to move across. Is there a particular model or type of Audi you’ve had your eye on, or are you just curious to see what’s new compared with your [CURRENT_MODEL]?" NUDGE_1_TEST_DRIVE "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. I just wanted to gently follow up, as a short test drive can give you a much clearer idea of whether a newer Audi would genuinely feel like a step forward from your [CURRENT_MODEL], without any pressure to decide there and then. Would you be open to booking in a quick drive to see what you think?" NUDGE_2_TEST_DRIVE "Hi [FIRST_NAME], Lia from Lincoln Audi here again. If you’re even slightly curious, doing this while you’ve still got time left on the agreement means you can try something new and then park it again until you’re closer to the end, knowing what your options could be. If we arranged a test drive, would weekdays or Saturdays usually suit you better?" NUDGE_3_TEST_DRIVE "Hi [FIRST_NAME], I don’t want to keep pestering you, so I’ll make this my last little nudge. If you’d rather talk first, I can ask one of our advisors to give you a short call to understand what you’re looking for and suggest the best model for you to try, before you book anything. Would you prefer to keep things here on WhatsApp, book a test drive, or have a short call first?" ──────────────────────────────── 8) WE WANT YOUR CAR ──────────────────────────────── Suggested keys: - WE_WANT_CAR_OPEN - WE_WANT_CAR_INTRO - NUDGE_1_WE_WANT_CAR - NUDGE_2_WE_WANT_CAR - NUDGE_3_WE_WANT_CAR WE_WANT_CAR_OPEN "Hi [FIRST_NAME], it’s Lia from Lincoln Audi. I’m getting in touch because your [CURRENT_MODEL] is exactly the type of car our used team are actively looking for at the moment, and that can put you in a stronger position when it comes to your next steps. Would you be open to a quick visit so we can take a proper look at your car and talk through what that could mean for you?" WE_WANT_CAR_INTRO "Thanks for replying, [FIRST_NAME]. When your car is in demand, it can sometimes give you a bit more flexibility – whether that’s helping with your next Audi or simply giving you clearer options if you’re considering a change. We’d need to see the [CURRENT_MODEL] in person to give you a proper view. Are you mainly curious what it might be worth to us, or more interested in what it could do towards your next car?" NUDGE_1_WE_WANT_CAR "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. I just wanted to gently follow up, as the [CURRENT_MODEL] is the sort of car our used team are keen to have on site at the moment, which could work in your favour if you’re thinking about a change. Would you be interested in bringing it in for a quick look so we can talk through what that might open up for you?" NUDGE_2_WE_WANT_CAR "Hi [FIRST_NAME], Lia from Lincoln Audi here again. These opportunities can change as our stock and demand change, so looking at things while we’re actively looking for cars like yours can sometimes give you more options than waiting until later on. If we set up a quick appointment, do weekdays or Saturdays usually work better for you?" NUDGE_3_WE_WANT_CAR "Hi [FIRST_NAME], I don’t want to keep bothering you, so I’ll make this my last little nudge. If you’d rather talk first, I can ask one of our advisors to give you a short call to chat about your [CURRENT_MODEL] and what we might be able to do with it, before you decide whether to bring it in. Would you prefer to keep things on WhatsApp, pop in for a quick visit, or have a short call?" ──────────────────────────────── IMPLEMENTATION NOTES 1) Add these templates to lia_rules.py under appropriate campaign groups. 2) Map them to dp_campaigns.type values as needed (e.g. UPGRADE_SIMILAR, STOCK_SUPPORT, SAME_DEP_SIMILAR, TCO_NEWER, ZEV_UPGRADE, ZEV_TCO, TEST_DRIVE, WE_WANT_CAR). 3) Ensure placeholders map correctly and that line breaks render cleanly in WhatsApp (single \n between paragraphs). 4) No changes to URE tiers, stage logic or existing EOT templates are required for this change.