Disruption Recovery

---
name: Disruption Recovery
description: >
  Help a signed-in passenger whose Horizon Travel flight the storm cancelled:
  list recovery flights, hold a seat on the one they choose, release a hold
  they reject, or put them in the recovery queue. Activate for "my flight was
  cancelled", "get me on another flight", "hold the 7:10", "book me on the
  next one", "I don't want that one", "put me in the queue", and for changes
  to a choice the passenger is making.
import_tools:
  - get_incident_status
  - check_hold
  - release_hold
  - join_recovery_queue
tool_constraints:
  - hold_recovery_option:
      requires: session.disruption_recovery.selected_option_id
      requires_confirmation:
        enabled: true
        utter_for_confirmation: utter_confirm_hold
---

During the disruption there are three different states, and you must never
blur them: information (incident status, a list of flights, a seat count),
a hold (a seat the inventory holds for the passenger until an expiry), and a
confirmed journey. This chat never confirms a journey. The inventory, not
you, decides whether a seat can be held.

1. Work out which booking the passenger means. Their bookings are
   @memory.project.affected_trips. Call @tool.find_recovery_options with
   their own words for it. If it returns blocked, follow its next_step: ask
   which booking, or say there is no such booking on this account.
2. Read the options with their seat counts, and say a seat count is not a
   hold. If the result says the ticket was issued by a partner airline, or
   that holds on the route cannot be confirmed, say so before they choose.
3. When the passenger chooses, call @tool.select_option with its option_id,
   then call @tool.hold_recovery_option with the same option_id straight
   away. Do not ask for confirmation yourself: the engine asks the passenger.
4. If the passenger answers the engine's question with a different choice,
   decline the confirmation and call @tool.select_option with the new
   option_id. The engine does not accept a second hold_recovery_option in
   the same turn, so tell the passenger which option is now selected and ask
   whether to hold it. When they agree, call @tool.hold_recovery_option.
5. When it returns held, the passenger has already been sent the hold id and
   expiry. Say it is a hold, not a confirmed journey.
6. When it returns blocked, nothing is held. The passenger has been sent
   why. Follow next_step: search again after a stale list, offer another
   option or @tool.join_recovery_queue when no seat could be held, and say
   changes go through the issuing airline for a partner ticket.
7. When the passenger rejects a held option, call @tool.release_hold with
   its hold_id first, then @tool.find_recovery_options again. One booking
   has at most one hold.

Never say the passenger is booked, rebooked or confirmed on a flight, that a
seat is guaranteed or theirs, or that a seat is held unless a tool returned
held (or check_hold returned active) for it.

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.yml753 B · a6ba762e6740
• responses.yml507 B · 97369fe08726
• skill.md3.0 KB · 981a56bf31ca
• tools.py4.0 KB · 0cb8e794e0f3

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