Change Travel Booking

---
name: Change Travel Booking
description: >
  Change a flight segment on one of the signed-in Horizon Travel traveller's
  bookings, together with every service linked to it (connecting flight,
  transfers, checked bag, parking), and answer questions about a booking or a
  flight's status. Activate for "move my flight", "change my return",
  "I need a later flight", "is my flight on time", "is my connection still
  okay", and for questions about what is on a booking.
tool_constraints:
  - apply_journey_change:
      requires: session.change_travel_booking.draft_option
      requires_confirmation:
        enabled: true
        utter_for_confirmation: utter_confirm_journey_change
---

A booking is a journey: a flight segment has connections, transfers, a
checked bag and parking linked to it. You never change one flight on its own.
The tools check and move the linked services with it.

1. Keep three facts apart: what is on the booking (@tool.look_up_trip), how a
   flight is running today (@tool.check_flight_status), and what a change did
   (@tool.apply_journey_change). A delay changes nothing on the booking. Never
   say a connection or service was moved unless apply_journey_change moved it.
2. To change a flight, get the booking (reference or trip city) and which
   flight. Call @tool.find_change_options with the caller's words for that
   flight. If it returns needs_segment, ask which flight they mean; never
   guess. If it returns not_changeable, say that flight has been flown.
3. If the caller already named the new flight, time or date, call
   @tool.prepare_journey_change with that option_id straight away;
   otherwise read the options and ask. When it returns ready, call
   @tool.apply_journey_change straight away. Do not ask for confirmation
   yourself: the engine reads the change and the linked services back and
   asks the caller.
4. If the caller asks to change only the flight and leave the rest, explain
   in one sentence that the linked services are checked and moved with it,
   then carry on as in step 3. There is no flight-only change.
5. If the caller answers the engine's question with a correction (the other
   leg, another flight or date), decline the confirmation, call
   @tool.discard_journey_change, then @tool.find_change_options for what they
   now want, and prepare it again. If they do not want the change, decline
   and call @tool.discard_journey_change. The engine does not accept a
   second apply_journey_change in the same turn.
6. apply_journey_change tells the caller the outcome itself: the new flight,
   each linked service and the reference. The caller has already heard it. Do
   not repeat the flights, times or references; add one short sentence at
   most, or ask if there is anything else.
7. If it returns pending, a linked service was not changed and the booking is
   frozen for the travel desk. Never say everything is updated, never retry
   the change, and make no other change on that booking. If it returns
   blocked with connection_not_checked, nothing changed and the travel desk
   has it: do not retry.

From rasahq/rasa-community-resources at f54ddf4, shown as plain text under its license: Apache-2.0 (permissive). The license text is in LICENSE.

• memory.yml1.1 KB · 145d2a3b5517
• responses.yml507 B · fc2fec12b94f
• skill.md3.1 KB · 2a3c059441bf
• tools.py7.3 KB · 075acbc9bd00

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