If no inquiry type is provided, ask the user what type of response they need and show available categories.

Workflow

Step 1: Identify Inquiry Type

Accept the inquiry type from the user. If the type is ambiguous, show available categories and ask for clarification.

Step 2: Load Template

Look for templates in local settings (e.g., legal.local.md or a templates directory).

If templates are configured:

• Load the appropriate template for the inquiry type
• Identify required variables (recipient name, dates, specific details)

If no templates are configured:

• Inform the user that no templates were found for this inquiry type
• Offer to help create a template (see Template Creation Guide below)
• Provide a reasonable default response structure based on the inquiry type

Step 3: Check Escalation Triggers

Before generating any response, evaluate whether this situation has characteristics that should NOT use a templated response.

Universal Escalation Triggers (Apply to All Categories)

• The matter involves potential litigation or regulatory investigation
• The inquiry is from a regulator, government agency, or law enforcement
• The response could create a binding legal commitment or waiver
• The matter involves potential criminal liability
• Media attention is involved or likely
• The situation is unprecedented (no prior handling by the team)
• Multiple jurisdictions are involved with conflicting requirements
• The matter involves executive leadership or board members

Data Subject Request Escalation Triggers

• Request involves a minor's data, or is from/on behalf of a minor
• Request is from a regulatory authority (not an individual)
• Request involves data that is subject to a litigation hold
• Requester is a current or former employee with an active dispute or HR matter
• Request scope is unusually broad or appears to be a fishing expedition
• Request involves data processed in a jurisdiction with unique requirements
• Request involves special category data (health, biometric, genetic)

Discovery Hold Escalation Triggers

• The matter involves potential criminal liability
• The preservation scope is unclear, disputed, or potentially overbroad
• There are questions about whether certain data is within scope
• Prior holds for the same or related matter exist
• The hold may affect ongoing business operations significantly
• Hold conflicts with regulatory deletion requirements
• Custodian objects to the hold scope

Vendor Question Escalation Triggers

• The question involves a dispute or potential breach
• The vendor is threatening litigation or termination
• The question involves regulatory compliance (not just contract terms)
• The response could create a binding commitment or waiver
• Response could affect ongoing negotiation

…

customer-research

围绕客户问题进行多来源调研与溯源，快速整理背景并支持准确回复。

customer-pulse-check

汇总争议、工单与评价数据，找出前三个可修复客户问题并生成回复模板