CONTEXT We’re refining the 3-month EOT band for LIA (Loyalty Intelligence Agent) at Lincoln Audi. By this point, if the customer hasn’t already changed car, we want a different approach to 9 and 6 months: - Focus on an end-of-contract check - Make sure any excess mileage or damage is flagged early so there are no surprise charges on hand-back - Make sure that if they are keeping the car, they’re not overpaying - Give them one last, gentle opportunity to use any loyalty support and upgrade to a newer car This should feel like “duty of care” rather than pushy selling. It’s likely to be their lasting memory of us in this cycle. PLEASE DO NOT change any engine logic, classification, endpoints, database schema, or campaign wiring. Only update the template text for the 3-month band keys listed below in `app/lia_rules.py` (or wherever the LIA_EOT_3_* and LIA_EOT_3_NUDGES templates are defined). We want NEW and USED to share the SAME wording at 3 months, so please use the same text for both *_NEW and *_USED keys. 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: - 3-month band templates (EOT_3_* + NUDGE_*_3_*) No other stages or templates should be touched in this change. --- 3-MONTH TEMPLATES (same text for NEW and USED) 1) Keys: EOT_3_NEW and EOT_3_USED New text: "Hi [FIRST_NAME], it’s Lia from Lincoln Audi. You’re now in the last part of your agreement on the [CURRENT_MODEL], so I wanted to offer you a quick end-of-contract check. We can look at your mileage and any marks on the car so there are no surprise charges if you hand it back, and make sure that if you’re keeping it you’re not overpaying for it. We can also check whether there’s any loyalty support left on the table if you did want to move into something newer. Would you be open to a short visit so we can run through that with you?" --- 2) Keys: EOT_3_INTRO_NEW and EOT_3_INTRO_USED New text: "Thanks for coming back to me, [FIRST_NAME]. At this stage it’s really about making sure you’re comfortable with what happens at the end of the agreement – things like mileage, any damage, and whether you’re planning to hand the car back, keep it, or look at a change. From there we can check you’re not paying more than you need to, and if there’s any loyalty help available for you. Do you already have a plan in mind for the [CURRENT_MODEL], or are you still deciding?" --- 3) Keys: NUDGE_1_3_NEW and NUDGE_1_3_USED New text: "Hi [FIRST_NAME], it’s Lia at Lincoln Audi. I just wanted to gently follow up, as you’re getting close to the end of your agreement on the [CURRENT_MODEL]. A quick end-of-contract check now means we can flag any excess mileage or damage early, and make sure you’re not paying more than you need to if you’re keeping the car. Would you like us to book in a short visit to run through that with you?" --- 4) Keys: NUDGE_2_3_NEW and NUDGE_2_3_USED New text: "Hi [FIRST_NAME], Lia from Lincoln Audi here again. Looking at everything while you still have a few payments left usually gives you more choice – whether that’s tidying up any damage before hand-back, checking you’re not overpaying if you keep the car, or taking a last look at any loyalty options for a newer one. If we set up a quick review, would a weekday or a Saturday normally work best for you?" --- 5) Keys: NUDGE_3_3_NEW and NUDGE_3_3_USED New text: "Hi [FIRST_NAME], I don’t want to keep bothering you, so I’ll make this my last little check-in. Even if you decide not to change the car, a quick end-of-contract review can still help avoid any unexpected charges and make sure you’re not paying over the odds for the [CURRENT_MODEL]. If it’s easier, I can ask one of our advisors to give you a short call instead of you having to come in first. Would you prefer to keep things on WhatsApp, pop in for a quick visit, or have a short call?" --- 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 3-month stage, both NEW and USED customers now see this duty-of-care style rather than a pushy sales tone.