CONTEXT We’re refining the 18-month EOT band for LIA (Loyalty Intelligence Agent) at Lincoln Audi. Key incentive at 18 months: - For NEW agreements: focus on an **end-of-warranty check** so we can pick up any updates or repairs before warranty expiry, and use this as a natural moment to discuss final-year options and any **exclusive loyalty support** that might help the customer move into a new Audi sooner if that suits them. - For USED agreements: use the same early, low-pressure style, but **drop the warranty check** (warranty likely expired) and keep the focus on early view of final-year options and potential loyalty support. PLEASE DO NOT change any engine logic, classification, endpoints, database schema, or campaign wiring. Only update the template text for the 18-month band keys listed below in `app/lia_rules.py` (or wherever the LIA_EOT_18_* and 18-month nudges are defined). Keep: - All existing template keys exactly the same - All existing data structures - The same placeholder style we already use (e.g. [customer_name], [vehicle_model], etc.) Where I’ve written [FIRST_NAME] and [CURRENT_MODEL], map them onto our existing placeholder variables (e.g. [customer_name], [vehicle_model]). Fallback for missing first name remains “there” as per LIA_TONE_GUIDELINES. This change is ONLY for: - 18-month band templates (EOT_18_* + NUDGE_*_18_*) No other stages or templates should be touched in this change. --- 18-MONTH TEMPLATES (UPDATED) 1) Key: EOT_18_NEW New text: "Hi [FIRST_NAME], it’s Lia from Lincoln Audi 👋 I look after our customers’ finance agreements and I’m getting in touch a little early, as you’re now coming up to the end of the warranty period on your [CURRENT_MODEL]. It’s a good chance to check for any updates or items we can take care of under warranty, and also to talk about your final-year options – including any loyalty support that might help you move into a newer Audi sooner if you wanted to. Would you be open to a quick visit so we can run through that with you?" --- 2) Key: EOT_18_USED New text: "Hi [FIRST_NAME], Lia here from Lincoln Audi. I’m dropping you a note a bit ahead of time because you’re entering the stage of your agreement on the [CURRENT_MODEL] where it’s worth starting to think about what you’d like to do in your final year and beyond. We can give you an early view of your options and look at how things could work if you did want to move into something newer with any loyalty support that may be available. Nothing urgent, but would you be interested in an early conversation so you’ve got a clear picture well in advance?" --- 3) Key: EOT_18_INTRO_NEW New text: "Thanks for coming back to me, [FIRST_NAME]. At this point it’s really about two things: making sure you’re making the most of the warranty on your [CURRENT_MODEL] before it runs out, and giving you an early idea of what your final-year options could look like – including any loyalty support if you decided to come into a newer Audi a bit sooner. Would you be more interested in us checking the car and warranty side first, or starting with what your options might look like next?" --- 4) Key: EOT_18_INTRO_USED New text: "Appreciate the reply, [FIRST_NAME], thank you. Right now there’s plenty of time, so it’s mainly about giving you an early view of what your final-year options could look like with the [CURRENT_MODEL] – whether you keep it longer, hand it back when the agreement ends, or look at moving into something newer with any loyalty help that might be available. Do you have any early thoughts yet, or is it more about just understanding what the different routes might be?" --- 5) Key: NUDGE_1_18_NEW New text: "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. I just wanted to gently follow up on my message about giving your [CURRENT_MODEL] an end-of-warranty check and talking through your final-year options. It’s a good way to make sure you’re using the warranty properly and to see what might be possible with any loyalty support if you did fancy a change. Would you be open to a quick, early visit to look at that together?" --- 6) Key: NUDGE_1_18_USED New text: "Hi [FIRST_NAME], Lia here from Lincoln Audi. I dropped you a note recently because this is a nice early point to get a feel for what your options might look like with the [CURRENT_MODEL] over your final year – whether you keep it, hand it back, or consider something newer with any loyalty support that may be available. Would you be interested in a short conversation at some stage, just to understand the different routes that could be open to you?" --- 7) Key: NUDGE_2_18_NEW New text: "Hi [FIRST_NAME], I know this is still early doors, so I’ll keep this brief. Some customers like to have an early look at the car and warranty before it runs out, and at the same time get a feel for what their final-year options might be – including whether any loyalty support could help them into a newer Audi sooner if it made sense. If we were to arrange something, would a weekday or a Saturday usually be easier for you?" --- 8) Key: NUDGE_2_18_USED New text: "Hi [FIRST_NAME], Lia from Lincoln Audi here again. With plenty of time still left, this is really about giving you a clearer picture of how your [CURRENT_MODEL] and agreement might shape your choices in the final year – whether that’s keeping things as they are or looking at a change with any loyalty help that could be available. If we set up a short, early review at the showroom, would a weekday or a Saturday normally work best for you?" --- 9) Key: NUDGE_3_18_NEW New text: "Hi [FIRST_NAME], I don’t want to overdo it this early on, so I’ll make this my last little nudge. If it’s easier, I can ask one of our advisors to give you a quick call at some point, just to check you’re making the most of the warranty on your [CURRENT_MODEL] and give you an early sense of your options and any loyalty support in your final year. Would you prefer to keep things on WhatsApp for now, or would a short call at some stage suit you better?" --- 10) Key: NUDGE_3_18_USED New text: "Hi [FIRST_NAME], Lia at Lincoln Audi – this will be my last follow-up on this for now. If you’d find it helpful, I can get someone from the team to give you a quick call simply to outline what your final-year options on the [CURRENT_MODEL] might look like, and how any loyalty support could fit in when you’re ready to decide. Would you rather leave things as they are for now, keep it on WhatsApp, or have a short call at some stage?" --- Once these are updated, please: 1) Confirm there are no syntax errors / missing keys and that placeholders map correctly. 2) Check that line breaks and spacing render sensibly for WhatsApp. 3) Confirm that at 18-month stage, NEW agreements clearly highlight an end-of-warranty check + early options + loyalty support, and USED agreements match the same early-options tone without mentioning warranty.