Open the file app/lia_rules.py.

1. Under the existing LIA_TIER_BEHAVIOUR dictionary, add a new dictionary called LIA_EOT_INTROS with the following content:

LIA_EOT_INTROS = {
    "EOT_12": (
        "Thanks for getting back to me, [customer name].\n\n"
        "I reached out because you’re now in the final year of your agreement, and this is usually the best time to start looking at what your options might be — whether that's keeping your Audi, upgrading, or reducing your monthly costs.\n\n"
        "A quick visit to the showroom is the easiest next step so we can look at everything properly for you.\n\n"
        "When would be convenient for you?"
    ),
    "EOT_9": (
        "Thanks for getting back to me, [customer name].\n\n"
        "You’re getting closer to the end of your agreement now, so it’s a good time to start reviewing your options. You also have unused loyalty contributions allocated to your account, which can be used to help you upgrade early into a newer Audi — often at a similar monthly cost.\n\n"
        "A quick visit to the showroom is usually the easiest way for us to look at everything properly and see what makes sense for you.\n\n"
        "When suits you best?"
    ),
    "EOT_6": (
        "Thanks for getting back to me, [customer name].\n\n"
        "As you’re around six months from the end of your agreement, this is the last window to secure a factory order and have it arrive in good time before your contract finishes. It’s also when most customers start finalising their plans.\n\n"
        "The easiest next step is a quick visit to the showroom so we can look at the options properly.\n\n"
        "When works best for you?"
    ),
    "EOT_3": (
        "Thanks for getting back to me, [customer name].\n\n"
        "You’re now very close to the end of your agreement, so this is the point where we bring customers in for a quick end-of-contract condition check. This helps in a few ways:\n\n"
        "• If you’re planning to hand the car back, we can highlight anything that might lead to penalties so there are no surprises.\n"
        "• If you’re thinking of keeping the car, we can confirm its current market value so you know you’re not overpaying.\n"
        "• And if you’re open to upgrading, we can look at whether any unspent loyalty bonuses can be used towards a stock vehicle.\n\n"
        "If you can pop in for a quick visit, we’ll make sure everything is sorted smoothly and avoid any last-minute rush.\n\n"
        "When works best for you?"
    ),
}

2. Do not change LIA_TIER_BEHAVIOUR or any other code in this file.
3. Save the file.