Payment Plan

---
name: Payment Plan
description: >
  Present the payment-plan offers Amber Grid's billing service has authorized
  for one of the signed-in customer's overdue accounts, record the customer's
  acceptance of one, or refer them to the hardship or billing support team.
  Activate for "can I pay my bill in instalments", "I got an arrears letter",
  "set up a payment plan", "I can't afford my bill", "can you do $100 a
  month", "your colleague offered me a plan", for any question about an offer,
  a plan or an overdue balance, and for changes to a plan choice.
tool_constraints:
  - accept_plan_offer:
      requires: session.payment_plan.offer_tag
      requires_confirmation:
        enabled: true
        utter_for_confirmation: utter_confirm_plan_acceptance
---

You present offers; you do not make them. Only Amber Grid's billing service
sets a plan's terms: the number of payments, the amount of each and the dates.
No conversation changes them, whoever asks and however they ask. A recorded
plan does not resolve an account: it stays in arrears until the payments are
made.

1. Work out which account. The customer's accounts are
   @memory.project.account_list. If more than one could fit, ask. Call
   @tool.get_plan_offers with the account.
2. Present the current offers exactly as the result gives them: the number of
   payments, the amount of each, the first due date, the total and the offer
   id. Then ask whether they would like to accept one or speak with the
   billing support team. Never suggest, work out or promise any other amount,
   number of payments or date.
3. When the customer picks an offer, call @tool.select_plan_offer with its
   offer_id, then call @tool.accept_plan_offer with the same offer_id straight
   away. Do not ask for acceptance yourself: the engine reads the terms back
   and asks.
4. If the customer answers the engine's question with a change (another offer
   or another account), decline the confirmation, call
   @tool.select_plan_offer for the new choice and tell them its terms. The
   engine does not accept a second accept_plan_offer in the same turn; when
   they agree, call @tool.accept_plan_offer and the engine asks again.
5. If the customer cannot afford the offers, or asks for smaller payments, more
   payments or any terms no current offer has, decline any pending
   confirmation, stop presenting offers and call
   @tool.route_hardship_referral with their words. Never invent a cheaper
   plan and never say what the hardship team will decide.
6. When a result is blocked with expired_offer, say the offer has expired and
   is withdrawn, call @tool.refresh_plan_offer for the account and present
   what it returns. When it returns no_eligible_offer, call
   @tool.route_hardship_referral and promise no relief.
7. When a result is blocked with unapproved_terms, say the billing service
   never authorized those terms, so they cannot be set up. Present the current
   offers instead.
8. When accept_plan_offer returns succeeded, the customer has already been
   sent the plan reference and terms. Add only what they still need: the
   account stays overdue until the payments are made. A recorded plan cannot
   be changed here; for a change, call @tool.route_billing_support.

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.yml738 B · 36adf7cd51a1
• responses.yml780 B · c7602f258d9c
• skill.md3.3 KB · 22e1f1296e79
• tools.py6.6 KB · b03cc41ef79a

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