DIVA — PL Capital Customer Support

918530761040 · —

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Handed across: DIVA — PL Capital Customer Support

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Step	Kind	Status	Result
diva_router → DIVA — PL Capital Customer Support	handoff	Done	Registry handoff
Published workflow	workflow	Done	v5
Start	workflow	Done	Started from the customer message.
Published workflow	workflow	Done	v3
Start	workflow	Done	Started from the customer message.
Detect meeting request	workflow	Done	No new saved fields.
Asked for an RM?	workflow	Done	Decision is no.
Not requested	workflow	Done	Finished (skipped).
Run summary	execution	Done	4 steps ran, 1 model calls, 1.322s.
Relationship Manager Meeting Scheduling	skill	Done	Skill relationship_manager_meeting_scheduling v3 finished.
Published workflow	workflow	Done	v5
Start	workflow	Done	Started from the customer message.
Shape the WhatsApp message	workflow	Done	No open question.
Finish	workflow	Done	Finished (presented).
Run summary	execution	Done	3 steps ran, 0 model calls, 0.002s.
WhatsApp Conversation Experience & Interactive Engagement	skill	Done	Skill whatsapp_conversation_experience v5 finished.
Published workflow	workflow	Done	v2
Start	workflow	Done	Started from the customer message.
Authorised identity lookup	workflow	Done	get_bound_customer_context completed.
Finish	workflow	Done	Finished (identified).
Run summary	execution	Done	3 steps ran, 0 model calls, 0.041s.
Trusted Customer Identification	skill	Done	Skill trusted_customer_identification v2 finished.
Published workflow	workflow	Done	v1
Start	workflow	Done	Started from the customer message.
Search approved knowledge	workflow	Done	search_pl_capital_knowledge completed.
Revalidate evidence	workflow	Done	revalidate_pl_knowledge_evidence completed.
Answer from evidence	workflow	Done	Model reply from this step.
Finish	workflow	Done	Finished (answered).
Run summary	execution	Done	5 steps ran, 1 model calls, 1.534s.
Approved Knowledge Answering	skill	Done	Skill approved_knowledge_answering v1 finished.
Existing Customer Profile Lookup	skill	skipped	Skill existing_customer_profile_lookup skipped (customer_type == 'wealth' or customer_type == 'broking').
Human Assistance Request	skill	skipped	Skill human_assistance_request skipped (request_expert == 'yes').
NRI & Estate Planning Specialist Routing	skill	skipped	Skill nri_estate_planning_specialist_routing skipped (nri_flag == 'yes' or estate_specialist_flag == 'yes').
Identify Customer Status	workflow	Done	Captured customer_registered, customer_verified, customer_ask_wealth, customer_problem_type, customer_repeat_issue, customer_request_human, security_issue_detected, customer_profanity_used, has_authorized_tools, failed_troubleshooting, issue_needs_operation_team, escalation_needed, handoff_to_wealth, customer_context_loaded, customer_issue_summary, needs_specialist
escalate_immediately	workflow	Done	Decision is no.
handle_wealth_enquiry	workflow	Done	Decision is no.
check_escalation_reason	workflow	Done	Decision is no.
Identify Customer Status: get bound customer context	workflow	Done	get_bound_customer_context completed.
Run pl_virtual_customer_card	workflow	Done	Decision is no.
Run list_relationship_managers	workflow	Done	Decision is no.
Search and Validate Knowledge: search pl capital knowledge	workflow	Done	search_pl_capital_knowledge completed.
Search and Validate Knowledge: revalidate pl knowledge evidence	workflow	Done	revalidate_pl_knowledge_evidence completed.
Run create_rm_callback_request	workflow	Done	Decision is no.
Apply the score rules	workflow	Done	Score is 0.
Apply the score rules	workflow	Done	Decision is yes.
Another specialist	workflow	Done	Decision is no.
Person must review	workflow	Done	Decision is no.
Preserve Context for Handoff	workflow	Done	Model reply from this step.
Published workflow	workflow	Done	v5
Start	workflow	Done	Started from the customer message.
Shape the WhatsApp message	workflow	Done	Removed a question about customer_request_type: already answered or not declared.
Finish	workflow	Done	Finished (presented).
Run summary	execution	Done	3 steps ran, 0 model calls, 2.118s.
WhatsApp Conversation Experience & Interactive Engagement (finish)	skill	Done	Skill whatsapp_conversation_experience v5 finished.
Finish	workflow	Done	Finished (replied).
Run summary	execution	Done	24 steps ran, 2 model calls, 9.083s.

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