replace_card.yml

version: "3.1"

slots:
  confirm_correct_card:
    type: bool
    mappings:
      - type: custom
  replacement_reason:
    type: categorical
    values:
      - lost
      - damaged
    mappings: 
    - type: custom
  was_card_used_fraudulently:
    type: bool
    mappings:
      - type: custom

responses:
  utter_ask_confirm_correct_card:
    - text: I've found the card with number ****3452 on file. Is this the card you want to replace?
  utter_relevant_card_not_linked:
    - text: "Seems like I don't have the card you're asking about on file."
  utter_ask_replacement_reason:
    - text: "Why do you need to replace your card?"
      buttons:
      - title: "Lost"
        payload: "lost"
      - title: "Damaged"
        payload: "damaged"
  utter_ask_was_card_used_fraudulently:
    - text: "Is it possible that someone else has managed to use your card?"
  utter_will_cancel_and_send_new:
    - text: "Alright, I'll cancel your card and send you a new one."
  utter_new_card_has_been_ordered:
    - text: "Your new card should arrive in 3 to 5 business days in a white envelope."
  utter_report_fraud:
    - text: "I am sorry to hear that. Unfortunately, I can't directly handle fraudulently used cards. Please go to FinX.com/disputes, to report the fraud on your account."
  utter_unknown_replacement_reason_handover:
    - text: "Let me connect you to an agent, to get the details of what happened to your card."
  utter_failed_handoff:
    - text: "I am sorry, I was not able to connect you to an agent. I have created a support ticket for you. Someone will reach out to you shortly."