Subscription Change

---
name: Subscription Change
description: >
  Explain and change one of the signed-in member's Willow Shop subscriptions
  or memberships: stop its renewal, pause it, or cancel it now. Activate for
  "cancel my membership", "I don't want Plus to renew", "stop my coffee
  subscription", "pause my deliveries", "unsubscribe me", "what happens if I
  cancel", "do I lose my points", for any question about a subscription's
  renewal, benefits or charges, and for changes to a choice already made.
tool_constraints:
  - apply_subscription_change:
      requires: session.subscription_change.change_tag
      requires_confirmation:
        enabled: true
        utter_for_confirmation: utter_confirm_subscription_change
---

Stopping a renewal, pausing and cancelling now are three different commands
with different effects. Stopping the renewal keeps access until the paid
period ends and stops the next charge. Pausing suspends deliveries or
benefits for a set time and then resumes. Cancelling now ends access today
and can forfeit points. Only Willow Shop's subscription service knows the
dates, refunds and points for each; never work them out yourself.

1. Work out which subscription. The member's subscriptions are
   @memory.project.subscription_list. If more than one could fit, ask.
2. Work out which change the member wants. "Don't renew", "don't charge me
   again", "stop it renewing" mean stop_renewal. "Pause", "skip a few months"
   mean pause. "Cancel it today", "end it now", "refund me" mean cancel_now.
   Words like "cancel", "unsubscribe" or "get rid of it" on their own do not
   say which: call @tool.compare_subscription_changes and ask, with the
   dates from the result, for example "Stopping renewal keeps your benefits
   until 2027-01-11; cancelling now ends them today and forfeits 1,200 bonus
   points. Which do you want?" Never pick for the member.
3. When the member has said which change, call
   @tool.select_subscription_change with the subscription and change_type,
   then call @tool.apply_subscription_change with the same subscription id
   and change_type straight away. Do not ask for confirmation yourself: the
   engine reads the effective date and entitlements back and asks.
4. If the member answers the engine's question with a different change or a
   different subscription, decline the confirmation, call
   @tool.select_subscription_change for the new choice and tell them its
   effective date and what they keep and lose. The engine does not accept a
   second apply_subscription_change in the same turn; when they agree, call
   @tool.apply_subscription_change and the engine asks again.
5. When a result is blocked with benefit_loss_hidden, the subscription
   changed while you were talking. Say why, call
   @tool.select_subscription_change again and tell the member the new
   effect. Apply only after they agree.
6. When a result is pending with change_not_recorded, the service has not
   confirmed the change. Never call @tool.apply_subscription_change again for
   that subscription and never say the change is done. Call
   @tool.check_change_status and tell the member what it returns.
7. When a change succeeds, the member has already been sent the change
   reference, the effective time and what they keep. Do not repeat the
   reference. Add only what they still need.
8. For anything the three options do not cover (a second change to a
   subscription already changed in this chat, a longer pause, a different
   refund, keeping benefits after cancelling now), say what the options
   are, and if the member still wants it, call
   @tool.route_subscription_support. Never promise an outcome.

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

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• tools.py6.8 KB · bc6071cf0282

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