DIVA — PL Capital Customer Support

Starts when a message arrives

Saves only answers the customer actually gave

security_issue_detected == true or customer_request_human == true and escalation_needed == true

customer_ask_wealth == true

failed_troubleshooting == true or issue_needs_operation_team == true or customer_repeat_issue == true

Calls get_bound_customer_context

Calls pl_virtual_customer_card

customer_verified == true

Calls list_relationship_managers

customer_verified == true

Calls search_pl_capital_knowledge

Calls revalidate_pl_knowledge_evidence

Calls create_rm_callback_request

escalation_needed == true and security_issue_detected == false and customer_request_human == true

Adds the fixed points for rules whose condition is true

Continues here when the message needs a registered specialist

Runs the registered specialist

The specialist reply is the result

escalation_needed == true and security_issue_detected == true

Stops until a person decides. Nothing is sent.

Writes the customer message from the saved state

Marks the reply done

Identify a customer using authenticated channel identity and a configured authorised lookup tool.

Confirms a WhatsApp sender's registered PL Capital relationship and reads their masked profile card, so the agent can serve existing clients without asking for details we already hold.

Retrieve and revalidate approved knowledge evidence before answering.

Create a confirmed human assistance request or approval hold without inventing assignments.

Recognises NRI and estate or succession planning needs and records a callback request so a specialist relationship manager can follow up.

Makes WhatsApp conversations professional, warm and concise, and turns structured questions into quick-reply buttons, lists or a numbered-text fallback.

Makes WhatsApp conversations professional, warm and concise, and turns structured questions into quick-reply buttons, lists or a numbered-text fallback.

Makes WhatsApp conversations professional, warm and concise, and turns structured questions into quick-reply buttons, lists or a numbered-text fallback.

When a customer asks to connect with a relationship manager, book a meeting on the RM's calendar and share the time, RM and meeting link on WhatsApp.