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Write the logic once in natural language. Feather executes it across identity, access, devices, and more.

Industry

Password / Login Recovery

Financial ServicesAccount AccessSecuritySupport

Say"Thank you for reaching out. I'm here to help you regain access to your account. Can you briefly describe what's happening when you try to log in?"

Detect

nature of login issue reported by customer

Customer states forgotten password or cannot log in forgotten-password →identity-verification
Customer states account appears locked or suspended account-locked →account-status-check
Customer states they did not initiate any lockout or suspects unauthorised access unauthorised-access →escalation-fraud-review
Issue is unclear or customer is unsure unclear CRM.LogInteraction, ask one clarifying question →identity-verification

Identity Verification

Say"Before I can make any changes to your account, I need to verify your identity. I'll ask you a few quick questions — please have your account details handy."

CRM.PullCustomerRecord using customer.registeredEmail or customer.accountNumber

IdentityVerification.InitiateCheck for customer.fullName, customer.dateOfBirth, customer.lastFourSSN

Say"Can you please confirm your full name, date of birth, and either your account number or the email address registered on the account?"

Detect

identity verification outcome from verification.attemptCount and submitted details

Identity confirmed on first or second attempt identity-confirmed →account-status-check
Identity fails first attempt identity-failed-once CRM.IncrementAttemptCount, prompt retry →identity-verification-retry
Account already shows two or more failed attempts max-attempts-reached →escalation-identity-lockout

Identity Verification — Retry

Say"I wasn't able to match those details. You have one more attempt before the account must be secured for your protection. Please double-check and try again — confirm your full name, date of birth, and the last four digits of your Social Security Number."

IdentityVerification.InitiateCheck for customer.fullName, customer.dateOfBirth, customer.lastFourSSN

CRM.IncrementAttemptCount

Detect

identity verification outcome on retry

Identity confirmed on retry identity-confirmed →account-status-check
Identity fails again on retry identity-failed-twice →escalation-identity-lockout

Account Status Check

CoreBanking.GetAccountStatus for customer.accountNumber

FraudMonitoring.CheckFraudFlag for customer.accountNumber

Detect

account status returned by core banking and fraud monitoring systems

Account is clear with no flags or locks account-clear →contact-info-check
Account is locked due to repeated failed login attempts account-locked-cooldown →cooldown-notice
Account is flagged for suspicious or fraudulent activity fraud-flag-active →escalation-fraud-review
Account status is suspended or otherwise restricted account-suspended →escalation-account-review

Contact Info Check

Say"Great — your identity is confirmed and your account looks clear. I'll send a password reset link now. Just to confirm: should I send it to the email address or phone number we have on file?"

CRM.VerifyContactInfo for customer.registeredEmail and customer.registeredPhone

Detect

whether registered contact information is current and reachable

Registered email or phone confirmed current by customer contact-confirmed →mfa-challenge
Customer states contact info is outdated or no longer accessible contact-outdated →escalation-manual-id-verification

MFA Challenge

MFAOTP.SendCode to customer.registeredEmail or customer.registeredPhone based on reset.linkDeliveryMethod

Say"I've just sent a one-time verification code to your registered contact. Please share that code with me once you receive it so we can proceed."

Detect

MFA code submission and validation outcome

Customer provides correct OTP code otp-valid →password-reset-initiation
Customer provides incorrect code otp-invalid →escalation-mfa-failure
Customer states they did not receive the code otp-not-received MFAOTP.ResendCode, confirm delivery method →mfa-challenge
Customer states the contact they received it on is not theirs otp-wrong-contact →escalation-fraud-review

Password Reset Initiation

CoreBanking.InitiatePasswordReset for customer.accountNumber

EmailSMSDelivery.SendResetLink to customer.registeredEmail or customer.registeredPhone

Say"A secure password reset link has been sent to you now. The link is valid for 15 minutes. Once you've reset your password, please try logging in and let me know if access is restored."

Detect

customer confirmation of access outcome

Customer confirms new password set and login successful access-restored →resolution-access-confirmed
Customer states link expired or not received link-expired EmailSMSDelivery.ResendResetLink →password-reset-initiation
Customer states they are still unable to log in after reset reset-failed →escalation-account-review

Cooldown Notice

CoreBanking.GetCooldownStatus for customer.accountNumber

Say"Your account was temporarily secured after several unsuccessful login attempts, which is a standard security measure. A mandatory waiting period is currently in effect before a reset can be issued."

Say"Once the cooling-off period has passed, you're welcome to contact us again and we can proceed with the reset right away. If you believe you did not make those login attempts yourself, please let me know now."

Detect

customer response to cooldown notice

Customer acknowledges and agrees to wait customer-accepts-cooldown →resolution-cooldown-advised
Customer states they did not make those login attempts customer-denies-attempts →escalation-fraud-review

Resolution — Access Confirmed

Say"Wonderful — I'm glad we got that sorted. Your access has been restored. For your security, I'd recommend choosing a strong, unique password and enabling two-factor authentication if you haven't already."

CRM.LogInteraction tagged password-reset-successful, linked to customer.accountNumber

CoreBanking.ClearLockStatus for customer.accountNumber

Resolution — Cooldown Advised

Say"Thank you for your patience. Your account remains protected in the meantime. Please reach back out once the waiting period has passed and we'll get the reset sent to you right away."

CRM.LogInteraction tagged cooldown-in-effect, linked to customer.accountNumber

Escalation — Identity Lockout

Say"I'm sorry — I wasn't able to verify your identity through this channel after the maximum number of attempts. For your protection, your account has been secured and the reset cannot proceed remotely."

Say"To restore access, you'll need to visit a branch in person with a valid government-issued photo ID, or complete our document verification process. I'll create a case for you now so the team is ready when you arrive."

CoreBanking.LockAccount for customer.accountNumber

CRM.CreateCase priority: high, tagged identity-verification-failed, linked to customer.accountNumber

CRM.LogInteraction tagged max-attempts-reached

Escalation — Fraud Review

Say"I want to make sure your account is fully protected. There's an indicator on your account that requires our fraud team to review it before any changes can be made. I'm going to escalate this to them now and a specialist will follow up with you shortly."

CoreBanking.FreezeAccount for customer.accountNumber

FraudMonitoring.EscalateCase for customer.accountNumber, flag: suspicious-activity

CRM.CreateCase priority: high, tagged fraud-review-required, linked to customer.accountNumber

CRM.LogInteraction tagged fraud-flag-escalation

Escalation — Manual ID Verification

Say"Because the contact information we have on file may not be current, I'm not able to send the reset link through our standard process. I'll need to pass this to our verification team who can walk you through an alternative identity confirmation method."

CRM.CreateCase priority: medium, tagged outdated-contact-info-manual-review, linked to customer.accountNumber

CRM.LogInteraction tagged contact-info-outdated-escalation

Escalation — MFA Failure

Say"The one-time code didn't match what we sent. For your account's security, I'm unable to proceed with the reset at this time. I'll refer this to our account security team who will reach out to you directly to complete the verification safely."

CRM.CreateCase priority: medium, tagged mfa-failure-escalation, linked to customer.accountNumber

CRM.LogInteraction tagged otp-verification-failed

Escalation — Account Review

Say"It looks like there may be an additional restriction on your account that I'm not able to resolve through this channel. I'm escalating this to our account management team who can investigate and get back to you promptly."

CRM.CreateCase priority: medium, tagged account-status-restricted, linked to customer.accountNumber

CRM.LogInteraction tagged account-review-escalation

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Card Lost / Stolen Replacement

Financial ServicesCard ServicesLoss Prevention

Intake

Say"Thank you for reaching out. I understand you'd like to report a lost or stolen card — I'll help you get this resolved right away. First, I need to verify your identity to protect your account."

Customer confirms card is lost confirmed →identity-verification
Customer mentions unauthorized charges or suspected fraud fraud_concern →identity-verification-fraud
Customer is unresponsive or unclear →identity-verification

Identity Verification

Say"I'll need to verify a few details. Can you please provide your full name, date of birth, and either the last four digits of your Social Security Number or your card PIN?"

KYCVerification.VerifyIdentity with customer.name, customer.dob, customer.ssn_last4, customer.pin

Detect

identity verification outcome

Verification passes on first or second attempt verified →card-block
Verification fails after multiple attempts failed →verification-failure

Identity Verification — Fraud Path

Say"I'm sorry to hear that. Before we proceed, I need to verify your identity to protect your account. Can you please provide your full name, date of birth, and either the last four digits of your Social Security Number or your card PIN?"

KYCVerification.VerifyIdentity with customer.name, customer.dob, customer.ssn_last4, customer.pin

Detect

identity verification outcome

Verification passes verified →card-block-fraud
Verification fails after multiple attempts failed →verification-failure

Card Block

Say"Thank you — I've verified your identity. I'm blocking your card ending in card.last4 right now to prevent any unauthorized use."

CardManagement.BlockCard for card.id

CoreBanking.UpdateAccountStatus on account.id flagged: card-blocked

Salesforce.CreateCase type: card-lost-stolen, linked to account.id

Say"Your card has been blocked. Can you tell me approximately when and where you last used or had your card? This helps us note the details on your case."

Customer provides last seen details →address-confirmation
Customer cannot recall details →address-confirmation

Card Block — Fraud Path

Say"Thank you. I'm blocking your card ending in card.last4 immediately."

CardManagement.BlockCard for card.id

FraudDetection.FlagAccount on account.id tagged: unauthorized-transactions

CoreBanking.UpdateAccountStatus on account.id flagged: card-blocked-fraud

Salesforce.CreateCase type: fraud-card-lost-stolen, priority: high, linked to account.id

Say"Your card has been blocked. Because you've mentioned unauthorized transactions, I'll also need to connect you with our fraud team to open a dispute. Before I do, let me confirm your replacement card details."

Proceed to address confirmation for replacement →address-confirmation-fraud

Address Confirmation

Say"To send your replacement card, I have your address on file as customer.address. Would you like us to ship to this address, or would you prefer a different one?"

Detect

customer address preference

Customer confirms existing address confirmed →replacement-issuance
Customer requests a new or different address new_address →address-review

Address Confirmation — Fraud Path

Say"I have your address on file as customer.address. Should we send the replacement card here, or would you prefer a different address?"

Detect

customer address preference

Customer confirms existing address confirmed →replacement-issuance-fraud
Customer requests a new or different address new_address →address-review

Address Review

Say"I've noted the new address you'd like us to use. Because this address is different from what we have on file, our team will need to verify it before we can ship your replacement — this usually takes one business day."

Salesforce.UpdateCase add: unrecognized-replacement-address, replacement.address, flagged-for-review

ShippingFulfillment.HoldOrder pending address verification on account.id

Approval

Slack.RequestApproval to #card-services-review, approver: card_ops_supervisor

Context sent:account.id, customer.name, replacement.address, case reference

Address approved approved →replacement-issuance
Address flagged or rejected rejected →escalation-human

Replacement Issuance

Say"Great — I'll get your replacement card ordered now. Would you like standard delivery, or do you need your card sooner? I can check if expedited or same-day delivery is available for you."

ShippingFulfillment.CheckExpedited for account.id

Detect

customer delivery preference

Customer requests expedited and delivery.expedited_eligible is true expedited →replacement-expedited
Customer accepts standard delivery standard →replacement-standard
Expedited requested but not eligible expedited →replacement-standard

Replacement Issuance — Fraud Path

Say"I'll get your replacement card ordered now. Standard delivery typically takes five to seven business days. Would you also like to check expedited options?"

ShippingFulfillment.CheckExpedited for account.id

Detect

customer delivery preference

Customer requests expedited and delivery.expedited_eligible is true expedited →replacement-expedited-fraud
Customer accepts standard delivery standard →replacement-standard-fraud

Replacement — Standard

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: standard

ShippingFulfillment.CreateShipment linked to account.id, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-standard, replacement.tracking_number

Say"Your replacement card has been ordered and will arrive in five to seven business days. You'll receive a tracking number at customer.email once it ships. In the meantime, would you like me to activate a temporary digital card for mobile or online use?"

Customer wants digital card →digital-card-offer
Customer declines digital card →resolution

Replacement — Expedited

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: expedited

ShippingFulfillment.CreateShipment linked to account.id, method: expedited, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-expedited, replacement.tracking_number

Say"I've arranged expedited delivery — your replacement card should arrive within one to two business days. Tracking details will be sent to customer.email. Can I also set up a temporary digital card for you in the meantime?"

Customer wants digital card →digital-card-offer
Customer declines →resolution

Replacement — Standard (Fraud Path)

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: standard

ShippingFulfillment.CreateShipment linked to account.id, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-standard, replacement.tracking_number

Say"Your replacement card is on its way — expected in five to seven business days. A tracking number will be sent to customer.email. I'm now going to transfer you to our fraud team so they can review the unauthorized charges and open a dispute on your behalf."

→escalation-fraud

Replacement — Expedited (Fraud Path)

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: expedited

ShippingFulfillment.CreateShipment linked to account.id, method: expedited, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-expedited, replacement.tracking_number

Say"Expedited delivery is confirmed — your card should arrive in one to two business days. Tracking details will go to customer.email. Let me now connect you with our fraud team to handle the unauthorized transactions."

→escalation-fraud

Digital Card Offer

Agent

determine whether the customer's account and device are eligible for a temporary digital card provisioned via the card management system.

Goal:activate a digital card for the customer if eligible, so they have immediate card access while awaiting physical delivery.

Constraints:only provision digital card if account is in good standing beyond the lost card event; never provision if fraud flag is active on the account; do not override card management eligibility checks.

Tools available:CardManagement.CheckDigitalEligibility, CardManagement.ProvisionDigitalCard, CoreBanking.GetAccountStatus

Digital card provisioned successfully provisioned →resolution
Customer not eligible or provisioning fails ineligible →resolution

Verification Failure

Say"I'm sorry — I wasn't able to verify your identity with the information provided, and for your security I'm unable to make changes to the account without successful verification. To protect your account, I'd recommend visiting a branch with a government-issued photo ID, where our team can assist you in person."

Salesforce.CreateCase type: identity-verification-failure, priority: high, linked to account.id

Salesforce.LogNote add: customer-directed-to-branch, verification-failed

Say"Is there anything else I can help you with today, or would you like us to note your nearest branch location?"

Customer wants branch info →escalation-human
Customer ends interaction →resolution-no-action

Escalation — Fraud Team

FraudDetection.OpenDisputeCase linked to account.id, flagged: unauthorized-transactions, transaction.unauthorized_flag

Salesforce.UpdateCase priority: high, tagged: fraud-escalation, dispute-opened

Slack.Notify to #fraud-ops with case summary, account.id, card.last4

Say"I'm transferring you now to a fraud specialist who will review the disputed transactions and guide you through the dispute process. Your case reference has been shared with them. Thank you for your patience."

Escalation — Human Agent

Salesforce.UpdateCase priority: high, tagged: manual-review-required

Slack.Notify to #card-services-review with case summary, account.id, customer.name

Say"I'm connecting you with a senior member of our team who can assist you further. I've shared your case details with them so you won't need to repeat yourself. Thank you for your patience."

Resolution

Say"To recap: your card ending in card.last4 has been blocked, a replacement is on its way, and your tracking details will be sent to customer.email. Your account is secure. Is there anything else I can help you with today?"

Salesforce.CloseCase resolution: card-replaced, linked to account.id

Resolution — No Action Taken

Say"Understood. Your card has been blocked as a precaution to protect your account. When you're ready to request a replacement or visit a branch, don't hesitate to reach out. Take care."

Salesforce.CloseCase resolution: blocked-no-replacement-issued, linked to account.id

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

New Account Onboarding

Financial ServicesOnboardingKYCCompliance

Intent Capture

Say"Welcome! I'm here to help you open a new account today. Before we get started, could you tell me what type of account you're looking to open — for example, a personal checking, savings, or investment account?"

Detect

customer account type intent

Customer requests a personal account type (checking, savings, investment) personal-account →info-collection
Customer requests a business or trust account business-or-trust-account →specialist-routing
Customer is unsure or needs guidance unsure →account-type-guidance

Account Type Guidance

Say"No problem at all. Let me walk you through the most common options. A checking account is great for everyday spending, a savings account helps you earn interest on funds you set aside, and an investment account is for growing wealth over time. Which of those sounds closest to what you need?"

kb.account-types-overview — retrieve product descriptions, minimum balance requirements, and eligibility criteria

Customer selects a personal account type personal-account →info-collection
Customer still wants a business or trust account business-or-trust-account →specialist-routing
Customer wants to end the conversation end-session →session-close

Info Collection

Say"Great choice! To open your account, I'll need to collect some information. This typically takes just a few minutes and everything is encrypted and secure. Let's start with your full legal name and date of birth."

CRM.CreateDraftRecord to initialize a draft customer profile

Say"Next, I'll need your government-issued ID number — such as a passport or driver's license number — along with your Social Security Number or Tax ID."

Say"Finally, I'll need your current address, employment status, approximate annual income, and the funding method you plan to use for your initial deposit."

kb.minimum-deposit-requirements — validate customer.initialDepositAmount and customer.fundingSource eligibility

All required fields collected and deposit method is supported fields-complete →identity-verification
Funding method is unsupported or deposit is below the minimum funding-issue →funding-issue-resolution
Customer is unwilling to provide required information declined-to-provide →escalation-human

Funding Issue Resolution

Say"It looks like the funding method or deposit amount you've selected may not meet our current requirements. Let me explain what we can accept."

kb.funding-methods-policy — retrieve supported funding sources and minimum initial deposit thresholds

Say"We accept bank transfers, debit card funding, and wire transfers for initial deposits. The minimum opening deposit for this account type is noted in our policy. Would you like to use an alternative funding method, or would you prefer I walk you through the options?"

Customer selects a supported alternative funding method alternative-accepted →identity-verification
Customer cannot or will not meet deposit requirements cannot-meet-requirements →session-close

Identity Verification

Say"I'm now going to submit your information for identity verification. This is a standard step required to open any account and usually takes just a moment."

KYCService.SubmitVerification with customer.fullLegalName, customer.dateOfBirth, customer.govIdNumber, customer.taxId, customer.address

Detect

KYC verification result

Verification passes on first or second attempt kyc-pass →compliance-screening
Verification fails — first attempt kyc-fail-first →kyc-retry
Verification fails — second attempt or kyc.attemptCount exceeds 2 kyc-fail-final →escalation-human

KYC Retry

Say"I wasn't able to verify your identity with the information provided. This can sometimes happen due to a name mismatch or a data entry issue. Could you double-check your details, or provide an alternative government-issued ID document?"

DocUploadPortal.RequestDocument to customer.email for alternative ID submission

Customer submits alternative document and resubmission passes kyc-pass →compliance-screening
Customer submits alternative document and resubmission fails kyc-fail-final →escalation-human
Customer cannot provide alternative documentation cannot-verify →escalation-human

Compliance Screening

Say"Thank you — your identity has been verified. I'm now running a brief compliance check, which is required by law for all new accounts. This will only take a moment."

ComplianceScreening.RunCheck with customer.fullLegalName, customer.taxId, customer.dateOfBirth, customer.address

Detect

compliance screening result

Screening passes with no flags compliance-clear →account-creation
Any KYC or AML flag is raised compliance-flagged →escalation-compliance
Customer is identified as a Politically Exposed Person (PEP) compliance.isPEP pep-flag →escalation-compliance

Account Creation

Say"Everything has cleared. I'm now creating your account — this will just take a moment."

CoreBanking.CreateAccount with customer.fullLegalName, customer.taxId, customer.address, customer.fundingSource, customer.initialDepositAmount, customer.accountType

CRM.UpdateRecord with account.id, mark status: account-created

Twilio.SendSMS to customer.phone: "Your new account has been created. Your account ID is account.id. Your login credentials will arrive by email shortly."

CoreBanking.IssueCredentials to customer.email with account.credentials and welcome packet link

Account created and credentials delivered successfully account-ready →customer-orientation
Account creation fails due to a system error system-error →escalation-human

Customer Orientation

Say"Your account is all set! Here's what you need to know to get started."

Say"You'll receive a welcome email shortly with your login credentials, a link to download our mobile app, and instructions for setting up two-factor authentication. Your initial deposit will be reflected within one to two business days depending on your funding method."

kb.new-account-faq — retrieve top questions about first login, mobile app access, and deposit timelines

Say"Is there anything else you'd like to know about accessing your account, setting up transfers, or any of our other services?"

Customer has additional questions more-questions →customer-orientation
Customer is satisfied and ready to end satisfied →session-close
Customer wants to add a beneficiary or linked account additional-setup →escalation-human

Specialist Routing

Say"I'd be happy to help you get to the right place. Business and trust accounts require a specialist who can walk you through the additional documentation and requirements for those account types."

CRM.CreateLeadRecord with customer.phone, customer.email, customer.accountType, note: specialist-referral

Say"I'm transferring your details to a specialist now. You can expect a call or message within one business day. Is there a preferred contact time or number I should pass along?"

Details captured and specialist notified →escalation-human

Escalation to Compliance Officer

ComplianceScreening.FlagRecord with customer.fullLegalName, customer.taxId, compliance.flagCode, compliance.isPEP

CRM.EscalateRecord priority: critical, tag: compliance-review

Say"I'm sorry, but I'm not able to proceed with your account opening at this time. For regulatory reasons, your application requires a review by our compliance team. You will be contacted directly within two business days with next steps. We appreciate your patience."

Escalation to Human Agent

CRM.EscalateRecord priority: high, tag: agent-review

Twilio.SendSMS to customer.phone: "Your account application requires attention from one of our specialists. A team member will reach out to you shortly."

Say"I'm going to connect you with one of our specialists who will be able to assist you further. Thank you for your patience — you're in good hands."

Session Close

Say"Thank you for reaching out to us today. If you have any questions in the future or would like to revisit opening an account, we're always here to help. Have a great day!"

CRM.CloseSession with session outcome logged

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Balance / Transaction Inquiry

Financial ServicesSupportBalanceTransactions

Intake

Say"Thank you for reaching out to Financial Services support. I can help you with your account balance or a transaction question. Could you please share your full name and either your account number or the last four digits of your card?"

Detect

customer intent from opening message

Customer asks about current balance balance-inquiry →identity-verification
Customer asks about a specific transaction or unrecognized charge transaction-inquiry →identity-verification
Customer immediately alleges fraud or unauthorized access fraud-allegation →escalation-fraud
Intent unclear — ask a clarifying question, then →identity-verification

Identity Verification

Say"To protect your account, I need to verify your identity. I'll send a one-time passcode to your phone number on file. Please share the code when you receive it."

OTPAuth.SendOTP to customer.phone

Customer provides correct OTP verified IdentityVerification.Confirm →account-lookup
Customer cannot receive OTP, offer security question fallback otp-failed →security-question-fallback
Customer has already failed one attempt — verification.attemptCount equals 1 →second-attempt-warning

Second Attempt Warning

Say"That code didn't match. You have one attempt remaining before I'll need to pause access for your security. Please double-check the code and try again."

Customer provides correct OTP on second try verified IdentityVerification.Confirm →account-lookup
Customer fails again unverified →escalation-identity-failure

Security Question Fallback

Say"No problem — let me try another way. I'll ask you a security question linked to your account. Please answer as accurately as you can."

IdentityVerification.FetchSecurityQuestion for customer.accountNumber

Say"Here is your security question: please go ahead and answer when ready."

Customer answers correctly verified IdentityVerification.Confirm →account-lookup
Customer answers incorrectly unverified →escalation-identity-failure

Account Lookup

CoreBanking.GetAccountSummary for customer.accountNumber including account.status, account.balance, account.availableBalance, and customer.accountType

Account returned successfully and status is active account-found →inquiry-routing
Account has a hold, freeze, or legal flag on it account-flagged →escalation-account-flag
System returns an error or times out lookup-error →system-error

Inquiry Routing

Detect

what the customer needs based on original request and account data

Customer needs current balance confirmed balance-inquiry →balance-delivery
Customer needs a specific transaction explained transaction-inquiry →transaction-lookup
Customer now mentions an unexpected fee fee-concern →fee-review

Balance Delivery

CoreBanking.GetAccountSummary to retrieve account.balance and account.availableBalance for customer.accountType

Say"Here is your current account summary for your customer.accountType account. Your current balance is account.balance and your available balance is account.availableBalance. Is there anything specific about those figures you would like me to explain?"

Customer is satisfied and has no further questions satisfied →resolution
Customer wants to see recent transactions as well wants-transactions →transaction-lookup
Customer disputes a charge or says a transaction looks wrong transaction-dispute →transaction-lookup
Customer raises concern about an unexpected fee fee-concern →fee-review

Transaction Lookup

Say"I'll pull up the transactions for you now. Could you let me know the approximate date range or the amount you are looking into? That will help me find the right record quickly."

CoreBanking.GetTransactionHistory for customer.accountNumber over inquiry.dateRange

Transactions returned successfully transactions-found →transaction-detail
No transactions found in the requested range no-results →no-transaction-found
System returns an error lookup-error →system-error

Transaction Detail

Say"I found the transaction. Here are the details: the charge of transaction.amount was made on transaction.date at transaction.merchant, categorized as transaction.category. Does that help explain what you were looking at?"

CRM.LogInteraction tagged balance-transaction-inquiry, linked to customer.accountNumber and transaction.id

Customer recognizes the transaction and is satisfied satisfied →resolution
Customer does not recognize the transaction and believes it is fraudulent fraud-allegation →escalation-fraud
Customer recognizes the merchant but wants to dispute the amount amount-dispute →escalation-fraud
Customer has a question about a fee within the transaction fee-concern →fee-review

No Transaction Found

Say"I wasn't able to find a transaction matching that description in the date range you gave me. It's possible it may appear under a different date or may still be pending. Would you like me to widen the search, or can you share any additional details?"

Customer provides more details — retry lookup →transaction-lookup
Customer still cannot locate the transaction and suspects fraud fraud-allegation →escalation-fraud
Customer is satisfied and wants to close satisfied →resolution

Fee Review

Say"I can see you have a concern about a fee on your account. Let me take a look at the details and check whether any options are available to you."

CoreBanking.GetFeeDetail for fee.type and fee.amount on customer.accountNumber

kb.fee-waiver-policy — check one-time waiver eligibility criteria for customer.accountType and account standing

Agent

evaluate waiver eligibility for fee.type of fee.amount on customer.accountNumber using account history and kb.fee-waiver-policy.

Goal:determine whether the customer qualifies for a one-time courtesy fee waiver and, if so, apply it; if not, explain why clearly and empathetically.

Constraints:never apply more than one waiver per calendar year per account; never waive fees on accounts with an active hold or delinquency flag; do not promise a waiver before eligibility is confirmed.

Tools available:CoreBanking.GetFeeDetail, CoreBanking.ApplyFeeWaiver, CoreBanking.GetAccountStanding, kb.fee-waiver-policy

Customer is eligible and agent applies waiver waiver-applied CoreBanking.ApplyFeeWaiver →fee-waiver-confirmation
Customer is not eligible for a waiver waiver-ineligible →fee-waiver-declined
Customer is upset and escalation is warranted needs-escalation →escalation-human

Fee Waiver Confirmation

Say"Good news — you qualify for a one-time courtesy waiver on that fee. I have applied it to your account and it should be reflected within one business day. Is there anything else I can help you with today?"

CRM.LogInteraction tagged fee-waiver-applied, linked to customer.accountNumber and fee.type

Customer is satisfied satisfied →resolution
Customer has an additional question →inquiry-routing

Fee Waiver Declined

Say"I reviewed your account and unfortunately I am not able to apply a waiver at this time. I want to be transparent — your account has already received a waiver this year, so another one isn't available under our current policy. I'm sorry I can't do more here. Would you like me to connect you with a specialist who may have additional options?"

Customer accepts the outcome satisfied →resolution
Customer wants to speak to a specialist or is upset escalation-requested →escalation-human

System Error

Say"I apologize — I'm having trouble retrieving your account information right now. This is a system issue on our end, not with your account. I'll log this so our team can look into it, and I can arrange for a callback at your convenience."

CRM.LogIncident tagged system-error, linked to customer.accountNumber and customer.phone

CRM.ScheduleCallback for customer.phone at next available slot

Customer agrees to callback and conversation ends satisfied →resolution
Customer wants to try again immediately →account-lookup
Customer is very frustrated and demands to speak with someone now escalation-requested →escalation-human

Escalation — Fraud or Dispute

Say"I take this very seriously. Let me flag this right away and connect you with our fraud team who can open a formal investigation and protect your account immediately."

FraudDetection.FlagAccount for customer.accountNumber tagged suspected-fraud, linked to transaction.id

CRM.CreateCase priority: high, tagged fraud-dispute, linked to customer.accountNumber and transaction.id

→fraud-alert-follow-up

Escalation — Identity Verification Failed

Say"For your protection, I'm not able to continue with the inquiry after multiple unsuccessful verification attempts. I'd encourage you to visit your nearest branch with a government-issued ID, or use our secure identity reset flow through the mobile app."

CRM.LogIncident tagged verification-failure, linked to customer.phone

CRM.CreateCase priority: high, tagged identity-lockout

Escalation — Account Flag

Say"I can see there is a restriction on your account that prevents me from sharing details through this channel. I'll need to connect you with a specialist who can review what's happening and assist you directly."

CRM.CreateCase priority: high, tagged account-flag-review, linked to customer.accountNumber

CRM.LogInteraction tagged account-flag-escalation

→escalation-human

Escalation — Human Specialist

Say"I'm going to transfer you to one of our account specialists right now. They'll have the full context of our conversation so you won't need to repeat anything."

CRM.CreateCase priority: high, tagged specialist-handoff, linked to customer.accountNumber

CRM.LogInteraction tagged escalation-human, with case summary

Resolution

Say"I'm glad I could help. To summarize what we covered today: your account information has been confirmed and any actions taken are noted on your account. If you ever have another question, don't hesitate to reach out. Have a great day!"

CRM.LogInteraction tagged inquiry-resolved, linked to customer.accountNumber

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Fraud Alert Follow-up

Financial ServicesFraudSupport

Alert Notification

FraudDetectionPlatform.FetchFlaggedTransaction to retrieve transaction.id, transaction.amount, transaction.merchant, transaction.datetime, and transaction.riskScore.

System lookup succeeds and transaction details are retrieved →identity-verification
System lookup fails or returns no transaction record system_error →system-lookup-failure

Identity Verification

Say"Hello, this is your Financial Services support agent reaching out about a recent alert on your account ending in card.last4. For your security, I need to verify your identity before we continue."

Say"Can you please confirm your full name, date of birth, and either your PIN or the answer to your security question on file?"

IdentityVerification.VerifyCustomer using customer.name, customer.dob, and customer.pin or customer.securityAnswer.

Detect

verification outcome from IdentityVerification.VerifyCustomer result

Identity verified successfully confirmed →transaction-confirmation
Identity cannot be verified after two attempts failed →verification-failure
Customer is uncertain or provides partial information partial →verification-retry

Verification Retry

Say"No problem — let's try a different credential. Could you confirm your date of birth and the answer to your security question instead?"

IdentityVerification.VerifyCustomer retry with alternate credentials.

Detect

verification outcome on retry

Identity verified on retry confirmed →transaction-confirmation
Identity still cannot be verified failed →verification-failure

Verification Failure

Say"I'm sorry, but I'm unable to verify your identity at this time, so I'm not able to share any account details for your security. Please visit your nearest branch with a valid photo ID, or call us back once you have your credentials available."

CRM.LogInteraction tagged verification-failure, linked to account.id, noting no transaction details were disclosed.

Transaction Confirmation

Say"Thank you, customer.name — your identity is confirmed. We flagged a transaction on your account ending in card.last4: a charge of transaction.amount at transaction.merchant on transaction.datetime. Do you recognize this transaction?"

Customer confirms the transaction is theirs confirmed →resolution-clear
Customer says the transaction is not theirs denied →disputed-transaction
Customer is unsure or asks for more time uncertain →transaction-detail-review

Transaction Detail Review

Say"Completely understandable — let me give you a moment. The charge was transaction.amount at transaction.merchant, dated transaction.datetime. Does that help you recall whether this was you?"

kb.fraud-dispute-policy — review dispute eligibility window for transaction.datetime.

Customer recognizes the transaction after further detail confirmed →resolution-clear
Customer confirms the transaction is not theirs denied →disputed-transaction
Customer remains unsure and cannot confirm or deny uncertain CRM.LogInteraction tagged pending-customer-response →escalation-human

Disputed Transaction

Say"I'm sorry to hear that. I'm going to take immediate steps to secure your account. First, let me block your current card ending in card.last4 to prevent any further unauthorized use."

CardManagement.BlockCard for card.last4.

CRM.UpdateCase flagged as fraud-reported, linked to account.id and transaction.id.

Say"Your card has been blocked. Before I open a formal dispute, I also want to check — are there any other recent transactions on your account that you don't recognize?"

Detect

customer response regarding additional unrecognized transactions

Customer confirms only the single flagged transaction is unrecognized single-transaction →open-dispute
Customer flags additional unrecognized transactions multiple-transactions →expanded-fraud-event
Customer is distressed, upset, or requests immediate escalation distressed →escalation-human

Expanded Fraud Event

Say"Thank you for letting me know — this is very important. I'm escalating your case immediately for a full account review. A specialist will contact you shortly, and your account will be secured while the review is underway."

CoreBanking.FreezeAccount for account.id.

FraudDetectionPlatform.FlagAccountCompromised linked to account.id.

CRM.CreateCase priority: critical, tagged expanded-fraud-account-review, linked to account.id.

DisputeManagement.OpenExpandedReview for account.id, noting all flagged transactions.

Case created and account frozen →escalation-human

Open Dispute

DisputeManagement.OpenDispute for transaction.id, transaction.amount, transaction.merchant, linked to account.id. Capture dispute.caseId.

Say"I've opened a dispute for the charge of transaction.amount at transaction.merchant. Your dispute reference number is dispute.caseId. Our team will investigate and you'll receive an update within 5 to 7 business days."

→replacement-card

Replacement Card

Say"I'll now arrange a replacement card for you. Can you confirm your current mailing address so we can get that sent out?"

CardManagement.IssueReplacementCard for card.last4, ship to replacement.deliveryAddress.

Approval

Slack.RequestApproval to #fraud-ops-approvals, approver: fraud_ops_lead

Context sent:account.id, transaction.id, transaction.amount, dispute.caseId, card block confirmed, replacement card address

Approved approved →dispute-wrap-up
Rejected rejected →escalation-human
No response within 30 min →escalation-human

Dispute Wrap-up

CRM.UpdateCase with dispute.caseId, card block status, and replacement card shipping confirmation.

CoreBanking.ClearFraudAlert on transaction.id.

Say"Your replacement card will arrive within 5 to 7 business days. Your dispute is filed under reference dispute.caseId, and your account is now secured. Is there anything else I can help you with today?"

Customer has further questions or concerns →escalation-human
Customer is satisfied and call can close →resolution-clear

System Lookup Failure

CRM.LogInteraction tagged system-error-transaction-lookup, linked to account.id, noting transaction details could not be retrieved.

Say"I apologize — I'm experiencing a technical issue and I'm unable to retrieve the transaction details at this moment. I've flagged this for our team to review manually. Please call us back in a short while or visit your nearest branch, and we'll have this sorted for you as quickly as possible."

FraudDetectionPlatform.FlagForManualReview linked to account.id, tagged system-lookup-failure.

Escalation to Human Agent

CRM.CreateCase priority: high, tagged fraud-escalation, linked to account.id and transaction.id.

Slack.Notify to #fraud-ops with case summary including account.id, transaction.id, transaction.amount, card.last4, and reason for escalation.

Say"I'm connecting you now with a fraud specialist who has full visibility into your account and can take immediate action. Please hold for just a moment — you're in good hands."

Resolution — Clear

CoreBanking.ClearFraudAlert on transaction.id.

CRM.LogInteraction tagged alert-cleared-customer-confirmed, linked to account.id.

Say"Great — I've cleared the alert on that transaction and your account remains fully active with no further action needed. Thank you for confirming, customer.name. If you ever spot anything unfamiliar, don't hesitate to reach out. Have a great day."

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Password / Login Recovery

Financial ServicesAccount AccessSecuritySupport

Say"Thank you for reaching out. I'm here to help you regain access to your account. Can you briefly describe what's happening when you try to log in?"

Detect

nature of login issue reported by customer

Customer states forgotten password or cannot log in forgotten-password →identity-verification
Customer states account appears locked or suspended account-locked →account-status-check
Customer states they did not initiate any lockout or suspects unauthorised access unauthorised-access →escalation-fraud-review
Issue is unclear or customer is unsure unclear CRM.LogInteraction, ask one clarifying question →identity-verification

Identity Verification

Say"Before I can make any changes to your account, I need to verify your identity. I'll ask you a few quick questions — please have your account details handy."

CRM.PullCustomerRecord using customer.registeredEmail or customer.accountNumber

IdentityVerification.InitiateCheck for customer.fullName, customer.dateOfBirth, customer.lastFourSSN

Say"Can you please confirm your full name, date of birth, and either your account number or the email address registered on the account?"

Detect

identity verification outcome from verification.attemptCount and submitted details

Identity confirmed on first or second attempt identity-confirmed →account-status-check
Identity fails first attempt identity-failed-once CRM.IncrementAttemptCount, prompt retry →identity-verification-retry
Account already shows two or more failed attempts max-attempts-reached →escalation-identity-lockout

Identity Verification — Retry

IdentityVerification.InitiateCheck for customer.fullName, customer.dateOfBirth, customer.lastFourSSN

CRM.IncrementAttemptCount

Detect

identity verification outcome on retry

Identity confirmed on retry identity-confirmed →account-status-check
Identity fails again on retry identity-failed-twice →escalation-identity-lockout

Account Status Check

CoreBanking.GetAccountStatus for customer.accountNumber

FraudMonitoring.CheckFraudFlag for customer.accountNumber

Detect

account status returned by core banking and fraud monitoring systems

Account is clear with no flags or locks account-clear →contact-info-check
Account is locked due to repeated failed login attempts account-locked-cooldown →cooldown-notice
Account is flagged for suspicious or fraudulent activity fraud-flag-active →escalation-fraud-review
Account status is suspended or otherwise restricted account-suspended →escalation-account-review

Contact Info Check

Say"Great — your identity is confirmed and your account looks clear. I'll send a password reset link now. Just to confirm: should I send it to the email address or phone number we have on file?"

CRM.VerifyContactInfo for customer.registeredEmail and customer.registeredPhone

Detect

whether registered contact information is current and reachable

Registered email or phone confirmed current by customer contact-confirmed →mfa-challenge
Customer states contact info is outdated or no longer accessible contact-outdated →escalation-manual-id-verification

MFA Challenge

MFAOTP.SendCode to customer.registeredEmail or customer.registeredPhone based on reset.linkDeliveryMethod

Say"I've just sent a one-time verification code to your registered contact. Please share that code with me once you receive it so we can proceed."

Detect

MFA code submission and validation outcome

Customer provides correct OTP code otp-valid →password-reset-initiation
Customer provides incorrect code otp-invalid →escalation-mfa-failure
Customer states they did not receive the code otp-not-received MFAOTP.ResendCode, confirm delivery method →mfa-challenge
Customer states the contact they received it on is not theirs otp-wrong-contact →escalation-fraud-review

Password Reset Initiation

CoreBanking.InitiatePasswordReset for customer.accountNumber

EmailSMSDelivery.SendResetLink to customer.registeredEmail or customer.registeredPhone

Say"A secure password reset link has been sent to you now. The link is valid for 15 minutes. Once you've reset your password, please try logging in and let me know if access is restored."

Detect

customer confirmation of access outcome

Customer confirms new password set and login successful access-restored →resolution-access-confirmed
Customer states link expired or not received link-expired EmailSMSDelivery.ResendResetLink →password-reset-initiation
Customer states they are still unable to log in after reset reset-failed →escalation-account-review

Cooldown Notice

CoreBanking.GetCooldownStatus for customer.accountNumber

Detect

customer response to cooldown notice

Customer acknowledges and agrees to wait customer-accepts-cooldown →resolution-cooldown-advised
Customer states they did not make those login attempts customer-denies-attempts →escalation-fraud-review

Resolution — Access Confirmed

CRM.LogInteraction tagged password-reset-successful, linked to customer.accountNumber

CoreBanking.ClearLockStatus for customer.accountNumber

Resolution — Cooldown Advised

Say"Thank you for your patience. Your account remains protected in the meantime. Please reach back out once the waiting period has passed and we'll get the reset sent to you right away."

CRM.LogInteraction tagged cooldown-in-effect, linked to customer.accountNumber

Escalation — Identity Lockout

CoreBanking.LockAccount for customer.accountNumber

CRM.CreateCase priority: high, tagged identity-verification-failed, linked to customer.accountNumber

CRM.LogInteraction tagged max-attempts-reached

Escalation — Fraud Review

CoreBanking.FreezeAccount for customer.accountNumber

FraudMonitoring.EscalateCase for customer.accountNumber, flag: suspicious-activity

CRM.CreateCase priority: high, tagged fraud-review-required, linked to customer.accountNumber

CRM.LogInteraction tagged fraud-flag-escalation

Escalation — Manual ID Verification

CRM.CreateCase priority: medium, tagged outdated-contact-info-manual-review, linked to customer.accountNumber

CRM.LogInteraction tagged contact-info-outdated-escalation

Escalation — MFA Failure

CRM.CreateCase priority: medium, tagged mfa-failure-escalation, linked to customer.accountNumber

CRM.LogInteraction tagged otp-verification-failed

Escalation — Account Review

CRM.CreateCase priority: medium, tagged account-status-restricted, linked to customer.accountNumber

CRM.LogInteraction tagged account-review-escalation

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

New Account Onboarding

Financial ServicesOnboardingKYCCompliance

Intent Capture

Detect

customer account type intent

Customer requests a personal account type (checking, savings, investment) personal-account →info-collection
Customer requests a business or trust account business-or-trust-account →specialist-routing
Customer is unsure or needs guidance unsure →account-type-guidance

Account Type Guidance

kb.account-types-overview — retrieve product descriptions, minimum balance requirements, and eligibility criteria

Customer selects a personal account type personal-account →info-collection
Customer still wants a business or trust account business-or-trust-account →specialist-routing
Customer wants to end the conversation end-session →session-close

Info Collection

CRM.CreateDraftRecord to initialize a draft customer profile

Say"Next, I'll need your government-issued ID number — such as a passport or driver's license number — along with your Social Security Number or Tax ID."

Say"Finally, I'll need your current address, employment status, approximate annual income, and the funding method you plan to use for your initial deposit."

kb.minimum-deposit-requirements — validate customer.initialDepositAmount and customer.fundingSource eligibility

All required fields collected and deposit method is supported fields-complete →identity-verification
Funding method is unsupported or deposit is below the minimum funding-issue →funding-issue-resolution
Customer is unwilling to provide required information declined-to-provide →escalation-human

Funding Issue Resolution

Say"It looks like the funding method or deposit amount you've selected may not meet our current requirements. Let me explain what we can accept."

kb.funding-methods-policy — retrieve supported funding sources and minimum initial deposit thresholds

Customer selects a supported alternative funding method alternative-accepted →identity-verification
Customer cannot or will not meet deposit requirements cannot-meet-requirements →session-close

Identity Verification

Say"I'm now going to submit your information for identity verification. This is a standard step required to open any account and usually takes just a moment."

KYCService.SubmitVerification with customer.fullLegalName, customer.dateOfBirth, customer.govIdNumber, customer.taxId, customer.address

Detect

KYC verification result

Verification passes on first or second attempt kyc-pass →compliance-screening
Verification fails — first attempt kyc-fail-first →kyc-retry
Verification fails — second attempt or kyc.attemptCount exceeds 2 kyc-fail-final →escalation-human

KYC Retry

DocUploadPortal.RequestDocument to customer.email for alternative ID submission

Customer submits alternative document and resubmission passes kyc-pass →compliance-screening
Customer submits alternative document and resubmission fails kyc-fail-final →escalation-human
Customer cannot provide alternative documentation cannot-verify →escalation-human

Compliance Screening

Say"Thank you — your identity has been verified. I'm now running a brief compliance check, which is required by law for all new accounts. This will only take a moment."

ComplianceScreening.RunCheck with customer.fullLegalName, customer.taxId, customer.dateOfBirth, customer.address

Detect

compliance screening result

Screening passes with no flags compliance-clear →account-creation
Any KYC or AML flag is raised compliance-flagged →escalation-compliance
Customer is identified as a Politically Exposed Person (PEP) compliance.isPEP pep-flag →escalation-compliance

Account Creation

Say"Everything has cleared. I'm now creating your account — this will just take a moment."

CoreBanking.CreateAccount with customer.fullLegalName, customer.taxId, customer.address, customer.fundingSource, customer.initialDepositAmount, customer.accountType

CRM.UpdateRecord with account.id, mark status: account-created

Twilio.SendSMS to customer.phone: "Your new account has been created. Your account ID is account.id. Your login credentials will arrive by email shortly."

CoreBanking.IssueCredentials to customer.email with account.credentials and welcome packet link

Account created and credentials delivered successfully account-ready →customer-orientation
Account creation fails due to a system error system-error →escalation-human

Customer Orientation

Say"Your account is all set! Here's what you need to know to get started."

kb.new-account-faq — retrieve top questions about first login, mobile app access, and deposit timelines

Say"Is there anything else you'd like to know about accessing your account, setting up transfers, or any of our other services?"

Customer has additional questions more-questions →customer-orientation
Customer is satisfied and ready to end satisfied →session-close
Customer wants to add a beneficiary or linked account additional-setup →escalation-human

Specialist Routing

Say"I'd be happy to help you get to the right place. Business and trust accounts require a specialist who can walk you through the additional documentation and requirements for those account types."

CRM.CreateLeadRecord with customer.phone, customer.email, customer.accountType, note: specialist-referral

Say"I'm transferring your details to a specialist now. You can expect a call or message within one business day. Is there a preferred contact time or number I should pass along?"

Details captured and specialist notified →escalation-human

Escalation to Compliance Officer

ComplianceScreening.FlagRecord with customer.fullLegalName, customer.taxId, compliance.flagCode, compliance.isPEP

CRM.EscalateRecord priority: critical, tag: compliance-review

Escalation to Human Agent

CRM.EscalateRecord priority: high, tag: agent-review

Twilio.SendSMS to customer.phone: "Your account application requires attention from one of our specialists. A team member will reach out to you shortly."

Say"I'm going to connect you with one of our specialists who will be able to assist you further. Thank you for your patience — you're in good hands."

Session Close

Say"Thank you for reaching out to us today. If you have any questions in the future or would like to revisit opening an account, we're always here to help. Have a great day!"

CRM.CloseSession with session outcome logged

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Fraud Alert Follow-up

Financial ServicesFraudSupport

Alert Notification

FraudDetectionPlatform.FetchFlaggedTransaction to retrieve transaction.id, transaction.amount, transaction.merchant, transaction.datetime, and transaction.riskScore.

System lookup succeeds and transaction details are retrieved →identity-verification
System lookup fails or returns no transaction record system_error →system-lookup-failure

Identity Verification

Say"Hello, this is your Financial Services support agent reaching out about a recent alert on your account ending in card.last4. For your security, I need to verify your identity before we continue."

Say"Can you please confirm your full name, date of birth, and either your PIN or the answer to your security question on file?"

IdentityVerification.VerifyCustomer using customer.name, customer.dob, and customer.pin or customer.securityAnswer.

Detect

verification outcome from IdentityVerification.VerifyCustomer result

Identity verified successfully confirmed →transaction-confirmation
Identity cannot be verified after two attempts failed →verification-failure
Customer is uncertain or provides partial information partial →verification-retry

Verification Retry

Say"No problem — let's try a different credential. Could you confirm your date of birth and the answer to your security question instead?"

IdentityVerification.VerifyCustomer retry with alternate credentials.

Detect

verification outcome on retry

Identity verified on retry confirmed →transaction-confirmation
Identity still cannot be verified failed →verification-failure

Verification Failure

CRM.LogInteraction tagged verification-failure, linked to account.id, noting no transaction details were disclosed.

Transaction Confirmation

Customer confirms the transaction is theirs confirmed →resolution-clear
Customer says the transaction is not theirs denied →disputed-transaction
Customer is unsure or asks for more time uncertain →transaction-detail-review

Transaction Detail Review

Say"Completely understandable — let me give you a moment. The charge was transaction.amount at transaction.merchant, dated transaction.datetime. Does that help you recall whether this was you?"

kb.fraud-dispute-policy — review dispute eligibility window for transaction.datetime.

Customer recognizes the transaction after further detail confirmed →resolution-clear
Customer confirms the transaction is not theirs denied →disputed-transaction
Customer remains unsure and cannot confirm or deny uncertain CRM.LogInteraction tagged pending-customer-response →escalation-human

Disputed Transaction

Say"I'm sorry to hear that. I'm going to take immediate steps to secure your account. First, let me block your current card ending in card.last4 to prevent any further unauthorized use."

CardManagement.BlockCard for card.last4.

CRM.UpdateCase flagged as fraud-reported, linked to account.id and transaction.id.

Say"Your card has been blocked. Before I open a formal dispute, I also want to check — are there any other recent transactions on your account that you don't recognize?"

Detect

customer response regarding additional unrecognized transactions

Customer confirms only the single flagged transaction is unrecognized single-transaction →open-dispute
Customer flags additional unrecognized transactions multiple-transactions →expanded-fraud-event
Customer is distressed, upset, or requests immediate escalation distressed →escalation-human

Expanded Fraud Event

CoreBanking.FreezeAccount for account.id.

FraudDetectionPlatform.FlagAccountCompromised linked to account.id.

CRM.CreateCase priority: critical, tagged expanded-fraud-account-review, linked to account.id.

DisputeManagement.OpenExpandedReview for account.id, noting all flagged transactions.

Case created and account frozen →escalation-human

Open Dispute

DisputeManagement.OpenDispute for transaction.id, transaction.amount, transaction.merchant, linked to account.id. Capture dispute.caseId.

→replacement-card

Replacement Card

Say"I'll now arrange a replacement card for you. Can you confirm your current mailing address so we can get that sent out?"

CardManagement.IssueReplacementCard for card.last4, ship to replacement.deliveryAddress.

Approval

Slack.RequestApproval to #fraud-ops-approvals, approver: fraud_ops_lead

Context sent:account.id, transaction.id, transaction.amount, dispute.caseId, card block confirmed, replacement card address

Approved approved →dispute-wrap-up
Rejected rejected →escalation-human
No response within 30 min →escalation-human

Dispute Wrap-up

CRM.UpdateCase with dispute.caseId, card block status, and replacement card shipping confirmation.

CoreBanking.ClearFraudAlert on transaction.id.

Customer has further questions or concerns →escalation-human
Customer is satisfied and call can close →resolution-clear

System Lookup Failure

CRM.LogInteraction tagged system-error-transaction-lookup, linked to account.id, noting transaction details could not be retrieved.

FraudDetectionPlatform.FlagForManualReview linked to account.id, tagged system-lookup-failure.

Escalation to Human Agent

CRM.CreateCase priority: high, tagged fraud-escalation, linked to account.id and transaction.id.

Slack.Notify to #fraud-ops with case summary including account.id, transaction.id, transaction.amount, card.last4, and reason for escalation.

Say"I'm connecting you now with a fraud specialist who has full visibility into your account and can take immediate action. Please hold for just a moment — you're in good hands."

Resolution — Clear

CoreBanking.ClearFraudAlert on transaction.id.

CRM.LogInteraction tagged alert-cleared-customer-confirmed, linked to account.id.

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Card Lost / Stolen Replacement

Financial ServicesCard ServicesLoss Prevention

Intake

Say"Thank you for reaching out. I understand you'd like to report a lost or stolen card — I'll help you get this resolved right away. First, I need to verify your identity to protect your account."

Customer confirms card is lost confirmed →identity-verification
Customer mentions unauthorized charges or suspected fraud fraud_concern →identity-verification-fraud
Customer is unresponsive or unclear →identity-verification

Identity Verification

Say"I'll need to verify a few details. Can you please provide your full name, date of birth, and either the last four digits of your Social Security Number or your card PIN?"

KYCVerification.VerifyIdentity with customer.name, customer.dob, customer.ssn_last4, customer.pin

Detect

identity verification outcome

Verification passes on first or second attempt verified →card-block
Verification fails after multiple attempts failed →verification-failure

Identity Verification — Fraud Path

KYCVerification.VerifyIdentity with customer.name, customer.dob, customer.ssn_last4, customer.pin

Detect

identity verification outcome

Verification passes verified →card-block-fraud
Verification fails after multiple attempts failed →verification-failure

Card Block

Say"Thank you — I've verified your identity. I'm blocking your card ending in card.last4 right now to prevent any unauthorized use."

CardManagement.BlockCard for card.id

CoreBanking.UpdateAccountStatus on account.id flagged: card-blocked

Salesforce.CreateCase type: card-lost-stolen, linked to account.id

Say"Your card has been blocked. Can you tell me approximately when and where you last used or had your card? This helps us note the details on your case."

Customer provides last seen details →address-confirmation
Customer cannot recall details →address-confirmation

Card Block — Fraud Path

Say"Thank you. I'm blocking your card ending in card.last4 immediately."

CardManagement.BlockCard for card.id

FraudDetection.FlagAccount on account.id tagged: unauthorized-transactions

CoreBanking.UpdateAccountStatus on account.id flagged: card-blocked-fraud

Salesforce.CreateCase type: fraud-card-lost-stolen, priority: high, linked to account.id

Proceed to address confirmation for replacement →address-confirmation-fraud

Address Confirmation

Say"To send your replacement card, I have your address on file as customer.address. Would you like us to ship to this address, or would you prefer a different one?"

Detect

customer address preference

Customer confirms existing address confirmed →replacement-issuance
Customer requests a new or different address new_address →address-review

Address Confirmation — Fraud Path

Say"I have your address on file as customer.address. Should we send the replacement card here, or would you prefer a different address?"

Detect

customer address preference

Customer confirms existing address confirmed →replacement-issuance-fraud
Customer requests a new or different address new_address →address-review

Address Review

Salesforce.UpdateCase add: unrecognized-replacement-address, replacement.address, flagged-for-review

ShippingFulfillment.HoldOrder pending address verification on account.id

Approval

Slack.RequestApproval to #card-services-review, approver: card_ops_supervisor

Context sent:account.id, customer.name, replacement.address, case reference

Address approved approved →replacement-issuance
Address flagged or rejected rejected →escalation-human

Replacement Issuance

Say"Great — I'll get your replacement card ordered now. Would you like standard delivery, or do you need your card sooner? I can check if expedited or same-day delivery is available for you."

ShippingFulfillment.CheckExpedited for account.id

Detect

customer delivery preference

Customer requests expedited and delivery.expedited_eligible is true expedited →replacement-expedited
Customer accepts standard delivery standard →replacement-standard
Expedited requested but not eligible expedited →replacement-standard

Replacement Issuance — Fraud Path

Say"I'll get your replacement card ordered now. Standard delivery typically takes five to seven business days. Would you also like to check expedited options?"

ShippingFulfillment.CheckExpedited for account.id

Detect

customer delivery preference

Customer requests expedited and delivery.expedited_eligible is true expedited →replacement-expedited-fraud
Customer accepts standard delivery standard →replacement-standard-fraud

Replacement — Standard

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: standard

ShippingFulfillment.CreateShipment linked to account.id, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-standard, replacement.tracking_number

Customer wants digital card →digital-card-offer
Customer declines digital card →resolution

Replacement — Expedited

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: expedited

ShippingFulfillment.CreateShipment linked to account.id, method: expedited, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-expedited, replacement.tracking_number

Customer wants digital card →digital-card-offer
Customer declines →resolution

Replacement — Standard (Fraud Path)

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: standard

ShippingFulfillment.CreateShipment linked to account.id, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-standard, replacement.tracking_number

→escalation-fraud

Replacement — Expedited (Fraud Path)

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: expedited

ShippingFulfillment.CreateShipment linked to account.id, method: expedited, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-expedited, replacement.tracking_number

→escalation-fraud

Digital Card Offer

Agent

determine whether the customer's account and device are eligible for a temporary digital card provisioned via the card management system.

Goal:activate a digital card for the customer if eligible, so they have immediate card access while awaiting physical delivery.

Tools available:CardManagement.CheckDigitalEligibility, CardManagement.ProvisionDigitalCard, CoreBanking.GetAccountStatus

Digital card provisioned successfully provisioned →resolution
Customer not eligible or provisioning fails ineligible →resolution

Verification Failure

Salesforce.CreateCase type: identity-verification-failure, priority: high, linked to account.id

Salesforce.LogNote add: customer-directed-to-branch, verification-failed

Say"Is there anything else I can help you with today, or would you like us to note your nearest branch location?"

Customer wants branch info →escalation-human
Customer ends interaction →resolution-no-action

Escalation — Fraud Team

FraudDetection.OpenDisputeCase linked to account.id, flagged: unauthorized-transactions, transaction.unauthorized_flag

Salesforce.UpdateCase priority: high, tagged: fraud-escalation, dispute-opened

Slack.Notify to #fraud-ops with case summary, account.id, card.last4

Escalation — Human Agent

Salesforce.UpdateCase priority: high, tagged: manual-review-required

Slack.Notify to #card-services-review with case summary, account.id, customer.name

Say"I'm connecting you with a senior member of our team who can assist you further. I've shared your case details with them so you won't need to repeat yourself. Thank you for your patience."

Resolution

Salesforce.CloseCase resolution: card-replaced, linked to account.id

Resolution — No Action Taken

Say"Understood. Your card has been blocked as a precaution to protect your account. When you're ready to request a replacement or visit a branch, don't hesitate to reach out. Take care."

Salesforce.CloseCase resolution: blocked-no-replacement-issued, linked to account.id

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Balance / Transaction Inquiry

Financial ServicesSupportBalanceTransactions

Intake

Detect

customer intent from opening message

Customer asks about current balance balance-inquiry →identity-verification
Customer asks about a specific transaction or unrecognized charge transaction-inquiry →identity-verification
Customer immediately alleges fraud or unauthorized access fraud-allegation →escalation-fraud
Intent unclear — ask a clarifying question, then →identity-verification

Identity Verification

Say"To protect your account, I need to verify your identity. I'll send a one-time passcode to your phone number on file. Please share the code when you receive it."

OTPAuth.SendOTP to customer.phone

Customer provides correct OTP verified IdentityVerification.Confirm →account-lookup
Customer cannot receive OTP, offer security question fallback otp-failed →security-question-fallback
Customer has already failed one attempt — verification.attemptCount equals 1 →second-attempt-warning

Second Attempt Warning

Say"That code didn't match. You have one attempt remaining before I'll need to pause access for your security. Please double-check the code and try again."

Customer provides correct OTP on second try verified IdentityVerification.Confirm →account-lookup
Customer fails again unverified →escalation-identity-failure

Security Question Fallback

Say"No problem — let me try another way. I'll ask you a security question linked to your account. Please answer as accurately as you can."

IdentityVerification.FetchSecurityQuestion for customer.accountNumber

Say"Here is your security question: please go ahead and answer when ready."

Customer answers correctly verified IdentityVerification.Confirm →account-lookup
Customer answers incorrectly unverified →escalation-identity-failure

Account Lookup

CoreBanking.GetAccountSummary for customer.accountNumber including account.status, account.balance, account.availableBalance, and customer.accountType

Account returned successfully and status is active account-found →inquiry-routing
Account has a hold, freeze, or legal flag on it account-flagged →escalation-account-flag
System returns an error or times out lookup-error →system-error

Inquiry Routing

Detect

what the customer needs based on original request and account data

Customer needs current balance confirmed balance-inquiry →balance-delivery
Customer needs a specific transaction explained transaction-inquiry →transaction-lookup
Customer now mentions an unexpected fee fee-concern →fee-review

Balance Delivery

CoreBanking.GetAccountSummary to retrieve account.balance and account.availableBalance for customer.accountType

Customer is satisfied and has no further questions satisfied →resolution
Customer wants to see recent transactions as well wants-transactions →transaction-lookup
Customer disputes a charge or says a transaction looks wrong transaction-dispute →transaction-lookup
Customer raises concern about an unexpected fee fee-concern →fee-review

Transaction Lookup

Say"I'll pull up the transactions for you now. Could you let me know the approximate date range or the amount you are looking into? That will help me find the right record quickly."

CoreBanking.GetTransactionHistory for customer.accountNumber over inquiry.dateRange

Transactions returned successfully transactions-found →transaction-detail
No transactions found in the requested range no-results →no-transaction-found
System returns an error lookup-error →system-error

Transaction Detail

CRM.LogInteraction tagged balance-transaction-inquiry, linked to customer.accountNumber and transaction.id

Customer recognizes the transaction and is satisfied satisfied →resolution
Customer does not recognize the transaction and believes it is fraudulent fraud-allegation →escalation-fraud
Customer recognizes the merchant but wants to dispute the amount amount-dispute →escalation-fraud
Customer has a question about a fee within the transaction fee-concern →fee-review

No Transaction Found

Customer provides more details — retry lookup →transaction-lookup
Customer still cannot locate the transaction and suspects fraud fraud-allegation →escalation-fraud
Customer is satisfied and wants to close satisfied →resolution

Fee Review

Say"I can see you have a concern about a fee on your account. Let me take a look at the details and check whether any options are available to you."

CoreBanking.GetFeeDetail for fee.type and fee.amount on customer.accountNumber

kb.fee-waiver-policy — check one-time waiver eligibility criteria for customer.accountType and account standing

Agent

evaluate waiver eligibility for fee.type of fee.amount on customer.accountNumber using account history and kb.fee-waiver-policy.

Goal:determine whether the customer qualifies for a one-time courtesy fee waiver and, if so, apply it; if not, explain why clearly and empathetically.

Tools available:CoreBanking.GetFeeDetail, CoreBanking.ApplyFeeWaiver, CoreBanking.GetAccountStanding, kb.fee-waiver-policy

Customer is eligible and agent applies waiver waiver-applied CoreBanking.ApplyFeeWaiver →fee-waiver-confirmation
Customer is not eligible for a waiver waiver-ineligible →fee-waiver-declined
Customer is upset and escalation is warranted needs-escalation →escalation-human

Fee Waiver Confirmation

CRM.LogInteraction tagged fee-waiver-applied, linked to customer.accountNumber and fee.type

Customer is satisfied satisfied →resolution
Customer has an additional question →inquiry-routing

Fee Waiver Declined

Customer accepts the outcome satisfied →resolution
Customer wants to speak to a specialist or is upset escalation-requested →escalation-human

System Error

CRM.LogIncident tagged system-error, linked to customer.accountNumber and customer.phone

CRM.ScheduleCallback for customer.phone at next available slot

Customer agrees to callback and conversation ends satisfied →resolution
Customer wants to try again immediately →account-lookup
Customer is very frustrated and demands to speak with someone now escalation-requested →escalation-human

Escalation — Fraud or Dispute

Say"I take this very seriously. Let me flag this right away and connect you with our fraud team who can open a formal investigation and protect your account immediately."

FraudDetection.FlagAccount for customer.accountNumber tagged suspected-fraud, linked to transaction.id

CRM.CreateCase priority: high, tagged fraud-dispute, linked to customer.accountNumber and transaction.id

→fraud-alert-follow-up

Escalation — Identity Verification Failed

CRM.LogIncident tagged verification-failure, linked to customer.phone

CRM.CreateCase priority: high, tagged identity-lockout

Escalation — Account Flag

CRM.CreateCase priority: high, tagged account-flag-review, linked to customer.accountNumber

CRM.LogInteraction tagged account-flag-escalation

→escalation-human

Escalation — Human Specialist

Say"I'm going to transfer you to one of our account specialists right now. They'll have the full context of our conversation so you won't need to repeat anything."

CRM.CreateCase priority: high, tagged specialist-handoff, linked to customer.accountNumber

CRM.LogInteraction tagged escalation-human, with case summary

Resolution

CRM.LogInteraction tagged inquiry-resolved, linked to customer.accountNumber

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

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Password / Login Recovery

Financial ServicesAccount AccessSecuritySupport

Say"Thank you for reaching out. I'm here to help you regain access to your account. Can you briefly describe what's happening when you try to log in?"

Detect

nature of login issue reported by customer

Customer states forgotten password or cannot log in forgotten-password →identity-verification
Customer states account appears locked or suspended account-locked →account-status-check
Customer states they did not initiate any lockout or suspects unauthorised access unauthorised-access →escalation-fraud-review
Issue is unclear or customer is unsure unclear CRM.LogInteraction, ask one clarifying question →identity-verification

Identity Verification

Say"Before I can make any changes to your account, I need to verify your identity. I'll ask you a few quick questions — please have your account details handy."

CRM.PullCustomerRecord using customer.registeredEmail or customer.accountNumber

IdentityVerification.InitiateCheck for customer.fullName, customer.dateOfBirth, customer.lastFourSSN

Say"Can you please confirm your full name, date of birth, and either your account number or the email address registered on the account?"

Detect

identity verification outcome from verification.attemptCount and submitted details

Identity confirmed on first or second attempt identity-confirmed →account-status-check
Identity fails first attempt identity-failed-once CRM.IncrementAttemptCount, prompt retry →identity-verification-retry
Account already shows two or more failed attempts max-attempts-reached →escalation-identity-lockout

Identity Verification — Retry

IdentityVerification.InitiateCheck for customer.fullName, customer.dateOfBirth, customer.lastFourSSN

CRM.IncrementAttemptCount

Detect

identity verification outcome on retry

Identity confirmed on retry identity-confirmed →account-status-check
Identity fails again on retry identity-failed-twice →escalation-identity-lockout

Account Status Check

CoreBanking.GetAccountStatus for customer.accountNumber

FraudMonitoring.CheckFraudFlag for customer.accountNumber

Detect

account status returned by core banking and fraud monitoring systems

Account is clear with no flags or locks account-clear →contact-info-check
Account is locked due to repeated failed login attempts account-locked-cooldown →cooldown-notice
Account is flagged for suspicious or fraudulent activity fraud-flag-active →escalation-fraud-review
Account status is suspended or otherwise restricted account-suspended →escalation-account-review

Contact Info Check

Say"Great — your identity is confirmed and your account looks clear. I'll send a password reset link now. Just to confirm: should I send it to the email address or phone number we have on file?"

CRM.VerifyContactInfo for customer.registeredEmail and customer.registeredPhone

Detect

whether registered contact information is current and reachable

Registered email or phone confirmed current by customer contact-confirmed →mfa-challenge
Customer states contact info is outdated or no longer accessible contact-outdated →escalation-manual-id-verification

MFA Challenge

MFAOTP.SendCode to customer.registeredEmail or customer.registeredPhone based on reset.linkDeliveryMethod

Say"I've just sent a one-time verification code to your registered contact. Please share that code with me once you receive it so we can proceed."

Detect

MFA code submission and validation outcome

Customer provides correct OTP code otp-valid →password-reset-initiation
Customer provides incorrect code otp-invalid →escalation-mfa-failure
Customer states they did not receive the code otp-not-received MFAOTP.ResendCode, confirm delivery method →mfa-challenge
Customer states the contact they received it on is not theirs otp-wrong-contact →escalation-fraud-review

Password Reset Initiation

CoreBanking.InitiatePasswordReset for customer.accountNumber

EmailSMSDelivery.SendResetLink to customer.registeredEmail or customer.registeredPhone

Say"A secure password reset link has been sent to you now. The link is valid for 15 minutes. Once you've reset your password, please try logging in and let me know if access is restored."

Detect

customer confirmation of access outcome

Customer confirms new password set and login successful access-restored →resolution-access-confirmed
Customer states link expired or not received link-expired EmailSMSDelivery.ResendResetLink →password-reset-initiation
Customer states they are still unable to log in after reset reset-failed →escalation-account-review

Cooldown Notice

CoreBanking.GetCooldownStatus for customer.accountNumber

Detect

customer response to cooldown notice

Customer acknowledges and agrees to wait customer-accepts-cooldown →resolution-cooldown-advised
Customer states they did not make those login attempts customer-denies-attempts →escalation-fraud-review

Resolution — Access Confirmed

CRM.LogInteraction tagged password-reset-successful, linked to customer.accountNumber

CoreBanking.ClearLockStatus for customer.accountNumber

Resolution — Cooldown Advised

Say"Thank you for your patience. Your account remains protected in the meantime. Please reach back out once the waiting period has passed and we'll get the reset sent to you right away."

CRM.LogInteraction tagged cooldown-in-effect, linked to customer.accountNumber

Escalation — Identity Lockout

CoreBanking.LockAccount for customer.accountNumber

CRM.CreateCase priority: high, tagged identity-verification-failed, linked to customer.accountNumber

CRM.LogInteraction tagged max-attempts-reached

Escalation — Fraud Review

CoreBanking.FreezeAccount for customer.accountNumber

FraudMonitoring.EscalateCase for customer.accountNumber, flag: suspicious-activity

CRM.CreateCase priority: high, tagged fraud-review-required, linked to customer.accountNumber

CRM.LogInteraction tagged fraud-flag-escalation

Escalation — Manual ID Verification

CRM.CreateCase priority: medium, tagged outdated-contact-info-manual-review, linked to customer.accountNumber

CRM.LogInteraction tagged contact-info-outdated-escalation

Escalation — MFA Failure

CRM.CreateCase priority: medium, tagged mfa-failure-escalation, linked to customer.accountNumber

CRM.LogInteraction tagged otp-verification-failed

Escalation — Account Review

CRM.CreateCase priority: medium, tagged account-status-restricted, linked to customer.accountNumber

CRM.LogInteraction tagged account-review-escalation

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Card Lost / Stolen Replacement

Financial ServicesCard ServicesLoss Prevention

Intake

Say"Thank you for reaching out. I understand you'd like to report a lost or stolen card — I'll help you get this resolved right away. First, I need to verify your identity to protect your account."

Customer confirms card is lost confirmed →identity-verification
Customer mentions unauthorized charges or suspected fraud fraud_concern →identity-verification-fraud
Customer is unresponsive or unclear →identity-verification

Identity Verification

Say"I'll need to verify a few details. Can you please provide your full name, date of birth, and either the last four digits of your Social Security Number or your card PIN?"

KYCVerification.VerifyIdentity with customer.name, customer.dob, customer.ssn_last4, customer.pin

Detect

identity verification outcome

Verification passes on first or second attempt verified →card-block
Verification fails after multiple attempts failed →verification-failure

Identity Verification — Fraud Path

KYCVerification.VerifyIdentity with customer.name, customer.dob, customer.ssn_last4, customer.pin

Detect

identity verification outcome

Verification passes verified →card-block-fraud
Verification fails after multiple attempts failed →verification-failure

Card Block

Say"Thank you — I've verified your identity. I'm blocking your card ending in card.last4 right now to prevent any unauthorized use."

CardManagement.BlockCard for card.id

CoreBanking.UpdateAccountStatus on account.id flagged: card-blocked

Salesforce.CreateCase type: card-lost-stolen, linked to account.id

Say"Your card has been blocked. Can you tell me approximately when and where you last used or had your card? This helps us note the details on your case."

Customer provides last seen details →address-confirmation
Customer cannot recall details →address-confirmation

Card Block — Fraud Path

Say"Thank you. I'm blocking your card ending in card.last4 immediately."

CardManagement.BlockCard for card.id

FraudDetection.FlagAccount on account.id tagged: unauthorized-transactions

CoreBanking.UpdateAccountStatus on account.id flagged: card-blocked-fraud

Salesforce.CreateCase type: fraud-card-lost-stolen, priority: high, linked to account.id

Proceed to address confirmation for replacement →address-confirmation-fraud

Address Confirmation

Say"To send your replacement card, I have your address on file as customer.address. Would you like us to ship to this address, or would you prefer a different one?"

Detect

customer address preference

Customer confirms existing address confirmed →replacement-issuance
Customer requests a new or different address new_address →address-review

Address Confirmation — Fraud Path

Say"I have your address on file as customer.address. Should we send the replacement card here, or would you prefer a different address?"

Detect

customer address preference

Customer confirms existing address confirmed →replacement-issuance-fraud
Customer requests a new or different address new_address →address-review

Address Review

Salesforce.UpdateCase add: unrecognized-replacement-address, replacement.address, flagged-for-review

ShippingFulfillment.HoldOrder pending address verification on account.id

Approval

Slack.RequestApproval to #card-services-review, approver: card_ops_supervisor

Context sent:account.id, customer.name, replacement.address, case reference

Address approved approved →replacement-issuance
Address flagged or rejected rejected →escalation-human

Replacement Issuance

Say"Great — I'll get your replacement card ordered now. Would you like standard delivery, or do you need your card sooner? I can check if expedited or same-day delivery is available for you."

ShippingFulfillment.CheckExpedited for account.id

Detect

customer delivery preference

Customer requests expedited and delivery.expedited_eligible is true expedited →replacement-expedited
Customer accepts standard delivery standard →replacement-standard
Expedited requested but not eligible expedited →replacement-standard

Replacement Issuance — Fraud Path

Say"I'll get your replacement card ordered now. Standard delivery typically takes five to seven business days. Would you also like to check expedited options?"

ShippingFulfillment.CheckExpedited for account.id

Detect

customer delivery preference

Customer requests expedited and delivery.expedited_eligible is true expedited →replacement-expedited-fraud
Customer accepts standard delivery standard →replacement-standard-fraud

Replacement — Standard

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: standard

ShippingFulfillment.CreateShipment linked to account.id, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-standard, replacement.tracking_number

Customer wants digital card →digital-card-offer
Customer declines digital card →resolution

Replacement — Expedited

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: expedited

ShippingFulfillment.CreateShipment linked to account.id, method: expedited, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-expedited, replacement.tracking_number

Customer wants digital card →digital-card-offer
Customer declines →resolution

Replacement — Standard (Fraud Path)

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: standard

ShippingFulfillment.CreateShipment linked to account.id, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-standard, replacement.tracking_number

→escalation-fraud

Replacement — Expedited (Fraud Path)

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: expedited

ShippingFulfillment.CreateShipment linked to account.id, method: expedited, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-expedited, replacement.tracking_number

→escalation-fraud

Digital Card Offer

Agent

determine whether the customer's account and device are eligible for a temporary digital card provisioned via the card management system.

Goal:activate a digital card for the customer if eligible, so they have immediate card access while awaiting physical delivery.

Tools available:CardManagement.CheckDigitalEligibility, CardManagement.ProvisionDigitalCard, CoreBanking.GetAccountStatus

Digital card provisioned successfully provisioned →resolution
Customer not eligible or provisioning fails ineligible →resolution

Verification Failure

Salesforce.CreateCase type: identity-verification-failure, priority: high, linked to account.id

Salesforce.LogNote add: customer-directed-to-branch, verification-failed

Say"Is there anything else I can help you with today, or would you like us to note your nearest branch location?"

Customer wants branch info →escalation-human
Customer ends interaction →resolution-no-action

Escalation — Fraud Team

FraudDetection.OpenDisputeCase linked to account.id, flagged: unauthorized-transactions, transaction.unauthorized_flag

Salesforce.UpdateCase priority: high, tagged: fraud-escalation, dispute-opened

Slack.Notify to #fraud-ops with case summary, account.id, card.last4

Escalation — Human Agent

Salesforce.UpdateCase priority: high, tagged: manual-review-required

Slack.Notify to #card-services-review with case summary, account.id, customer.name

Say"I'm connecting you with a senior member of our team who can assist you further. I've shared your case details with them so you won't need to repeat yourself. Thank you for your patience."

Resolution

Salesforce.CloseCase resolution: card-replaced, linked to account.id

Resolution — No Action Taken

Say"Understood. Your card has been blocked as a precaution to protect your account. When you're ready to request a replacement or visit a branch, don't hesitate to reach out. Take care."

Salesforce.CloseCase resolution: blocked-no-replacement-issued, linked to account.id

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

New Account Onboarding

Financial ServicesOnboardingKYCCompliance

Intent Capture

Detect

customer account type intent

Customer requests a personal account type (checking, savings, investment) personal-account →info-collection
Customer requests a business or trust account business-or-trust-account →specialist-routing
Customer is unsure or needs guidance unsure →account-type-guidance

Account Type Guidance

kb.account-types-overview — retrieve product descriptions, minimum balance requirements, and eligibility criteria

Customer selects a personal account type personal-account →info-collection
Customer still wants a business or trust account business-or-trust-account →specialist-routing
Customer wants to end the conversation end-session →session-close

Info Collection

CRM.CreateDraftRecord to initialize a draft customer profile

Say"Next, I'll need your government-issued ID number — such as a passport or driver's license number — along with your Social Security Number or Tax ID."

Say"Finally, I'll need your current address, employment status, approximate annual income, and the funding method you plan to use for your initial deposit."

kb.minimum-deposit-requirements — validate customer.initialDepositAmount and customer.fundingSource eligibility

All required fields collected and deposit method is supported fields-complete →identity-verification
Funding method is unsupported or deposit is below the minimum funding-issue →funding-issue-resolution
Customer is unwilling to provide required information declined-to-provide →escalation-human

Funding Issue Resolution

Say"It looks like the funding method or deposit amount you've selected may not meet our current requirements. Let me explain what we can accept."

kb.funding-methods-policy — retrieve supported funding sources and minimum initial deposit thresholds

Customer selects a supported alternative funding method alternative-accepted →identity-verification
Customer cannot or will not meet deposit requirements cannot-meet-requirements →session-close

Identity Verification

Say"I'm now going to submit your information for identity verification. This is a standard step required to open any account and usually takes just a moment."

KYCService.SubmitVerification with customer.fullLegalName, customer.dateOfBirth, customer.govIdNumber, customer.taxId, customer.address

Detect

KYC verification result

Verification passes on first or second attempt kyc-pass →compliance-screening
Verification fails — first attempt kyc-fail-first →kyc-retry
Verification fails — second attempt or kyc.attemptCount exceeds 2 kyc-fail-final →escalation-human

KYC Retry

DocUploadPortal.RequestDocument to customer.email for alternative ID submission

Customer submits alternative document and resubmission passes kyc-pass →compliance-screening
Customer submits alternative document and resubmission fails kyc-fail-final →escalation-human
Customer cannot provide alternative documentation cannot-verify →escalation-human

Compliance Screening

Say"Thank you — your identity has been verified. I'm now running a brief compliance check, which is required by law for all new accounts. This will only take a moment."

ComplianceScreening.RunCheck with customer.fullLegalName, customer.taxId, customer.dateOfBirth, customer.address

Detect

compliance screening result

Screening passes with no flags compliance-clear →account-creation
Any KYC or AML flag is raised compliance-flagged →escalation-compliance
Customer is identified as a Politically Exposed Person (PEP) compliance.isPEP pep-flag →escalation-compliance

Account Creation

Say"Everything has cleared. I'm now creating your account — this will just take a moment."

CoreBanking.CreateAccount with customer.fullLegalName, customer.taxId, customer.address, customer.fundingSource, customer.initialDepositAmount, customer.accountType

CRM.UpdateRecord with account.id, mark status: account-created

Twilio.SendSMS to customer.phone: "Your new account has been created. Your account ID is account.id. Your login credentials will arrive by email shortly."

CoreBanking.IssueCredentials to customer.email with account.credentials and welcome packet link

Account created and credentials delivered successfully account-ready →customer-orientation
Account creation fails due to a system error system-error →escalation-human

Customer Orientation

Say"Your account is all set! Here's what you need to know to get started."

kb.new-account-faq — retrieve top questions about first login, mobile app access, and deposit timelines

Say"Is there anything else you'd like to know about accessing your account, setting up transfers, or any of our other services?"

Customer has additional questions more-questions →customer-orientation
Customer is satisfied and ready to end satisfied →session-close
Customer wants to add a beneficiary or linked account additional-setup →escalation-human

Specialist Routing

Say"I'd be happy to help you get to the right place. Business and trust accounts require a specialist who can walk you through the additional documentation and requirements for those account types."

CRM.CreateLeadRecord with customer.phone, customer.email, customer.accountType, note: specialist-referral

Say"I'm transferring your details to a specialist now. You can expect a call or message within one business day. Is there a preferred contact time or number I should pass along?"

Details captured and specialist notified →escalation-human

Escalation to Compliance Officer

ComplianceScreening.FlagRecord with customer.fullLegalName, customer.taxId, compliance.flagCode, compliance.isPEP

CRM.EscalateRecord priority: critical, tag: compliance-review

Escalation to Human Agent

CRM.EscalateRecord priority: high, tag: agent-review

Twilio.SendSMS to customer.phone: "Your account application requires attention from one of our specialists. A team member will reach out to you shortly."

Say"I'm going to connect you with one of our specialists who will be able to assist you further. Thank you for your patience — you're in good hands."

Session Close

Say"Thank you for reaching out to us today. If you have any questions in the future or would like to revisit opening an account, we're always here to help. Have a great day!"

CRM.CloseSession with session outcome logged

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Balance / Transaction Inquiry

Financial ServicesSupportBalanceTransactions

Intake

Detect

customer intent from opening message

Customer asks about current balance balance-inquiry →identity-verification
Customer asks about a specific transaction or unrecognized charge transaction-inquiry →identity-verification
Customer immediately alleges fraud or unauthorized access fraud-allegation →escalation-fraud
Intent unclear — ask a clarifying question, then →identity-verification

Identity Verification

Say"To protect your account, I need to verify your identity. I'll send a one-time passcode to your phone number on file. Please share the code when you receive it."

OTPAuth.SendOTP to customer.phone

Customer provides correct OTP verified IdentityVerification.Confirm →account-lookup
Customer cannot receive OTP, offer security question fallback otp-failed →security-question-fallback
Customer has already failed one attempt — verification.attemptCount equals 1 →second-attempt-warning

Second Attempt Warning

Say"That code didn't match. You have one attempt remaining before I'll need to pause access for your security. Please double-check the code and try again."

Customer provides correct OTP on second try verified IdentityVerification.Confirm →account-lookup
Customer fails again unverified →escalation-identity-failure

Security Question Fallback

Say"No problem — let me try another way. I'll ask you a security question linked to your account. Please answer as accurately as you can."

IdentityVerification.FetchSecurityQuestion for customer.accountNumber

Say"Here is your security question: please go ahead and answer when ready."

Customer answers correctly verified IdentityVerification.Confirm →account-lookup
Customer answers incorrectly unverified →escalation-identity-failure

Account Lookup

CoreBanking.GetAccountSummary for customer.accountNumber including account.status, account.balance, account.availableBalance, and customer.accountType

Account returned successfully and status is active account-found →inquiry-routing
Account has a hold, freeze, or legal flag on it account-flagged →escalation-account-flag
System returns an error or times out lookup-error →system-error

Inquiry Routing

Detect

what the customer needs based on original request and account data

Customer needs current balance confirmed balance-inquiry →balance-delivery
Customer needs a specific transaction explained transaction-inquiry →transaction-lookup
Customer now mentions an unexpected fee fee-concern →fee-review

Balance Delivery

CoreBanking.GetAccountSummary to retrieve account.balance and account.availableBalance for customer.accountType

Customer is satisfied and has no further questions satisfied →resolution
Customer wants to see recent transactions as well wants-transactions →transaction-lookup
Customer disputes a charge or says a transaction looks wrong transaction-dispute →transaction-lookup
Customer raises concern about an unexpected fee fee-concern →fee-review

Transaction Lookup

Say"I'll pull up the transactions for you now. Could you let me know the approximate date range or the amount you are looking into? That will help me find the right record quickly."

CoreBanking.GetTransactionHistory for customer.accountNumber over inquiry.dateRange

Transactions returned successfully transactions-found →transaction-detail
No transactions found in the requested range no-results →no-transaction-found
System returns an error lookup-error →system-error

Transaction Detail

CRM.LogInteraction tagged balance-transaction-inquiry, linked to customer.accountNumber and transaction.id

Customer recognizes the transaction and is satisfied satisfied →resolution
Customer does not recognize the transaction and believes it is fraudulent fraud-allegation →escalation-fraud
Customer recognizes the merchant but wants to dispute the amount amount-dispute →escalation-fraud
Customer has a question about a fee within the transaction fee-concern →fee-review

No Transaction Found

Customer provides more details — retry lookup →transaction-lookup
Customer still cannot locate the transaction and suspects fraud fraud-allegation →escalation-fraud
Customer is satisfied and wants to close satisfied →resolution

Fee Review

Say"I can see you have a concern about a fee on your account. Let me take a look at the details and check whether any options are available to you."

CoreBanking.GetFeeDetail for fee.type and fee.amount on customer.accountNumber

kb.fee-waiver-policy — check one-time waiver eligibility criteria for customer.accountType and account standing

Agent

evaluate waiver eligibility for fee.type of fee.amount on customer.accountNumber using account history and kb.fee-waiver-policy.

Goal:determine whether the customer qualifies for a one-time courtesy fee waiver and, if so, apply it; if not, explain why clearly and empathetically.

Tools available:CoreBanking.GetFeeDetail, CoreBanking.ApplyFeeWaiver, CoreBanking.GetAccountStanding, kb.fee-waiver-policy

Customer is eligible and agent applies waiver waiver-applied CoreBanking.ApplyFeeWaiver →fee-waiver-confirmation
Customer is not eligible for a waiver waiver-ineligible →fee-waiver-declined
Customer is upset and escalation is warranted needs-escalation →escalation-human

Fee Waiver Confirmation

CRM.LogInteraction tagged fee-waiver-applied, linked to customer.accountNumber and fee.type

Customer is satisfied satisfied →resolution
Customer has an additional question →inquiry-routing

Fee Waiver Declined

Customer accepts the outcome satisfied →resolution
Customer wants to speak to a specialist or is upset escalation-requested →escalation-human

System Error

CRM.LogIncident tagged system-error, linked to customer.accountNumber and customer.phone

CRM.ScheduleCallback for customer.phone at next available slot

Customer agrees to callback and conversation ends satisfied →resolution
Customer wants to try again immediately →account-lookup
Customer is very frustrated and demands to speak with someone now escalation-requested →escalation-human

Escalation — Fraud or Dispute

Say"I take this very seriously. Let me flag this right away and connect you with our fraud team who can open a formal investigation and protect your account immediately."

FraudDetection.FlagAccount for customer.accountNumber tagged suspected-fraud, linked to transaction.id

CRM.CreateCase priority: high, tagged fraud-dispute, linked to customer.accountNumber and transaction.id

→fraud-alert-follow-up

Escalation — Identity Verification Failed

CRM.LogIncident tagged verification-failure, linked to customer.phone

CRM.CreateCase priority: high, tagged identity-lockout

Escalation — Account Flag

CRM.CreateCase priority: high, tagged account-flag-review, linked to customer.accountNumber

CRM.LogInteraction tagged account-flag-escalation

→escalation-human

Escalation — Human Specialist

Say"I'm going to transfer you to one of our account specialists right now. They'll have the full context of our conversation so you won't need to repeat anything."

CRM.CreateCase priority: high, tagged specialist-handoff, linked to customer.accountNumber

CRM.LogInteraction tagged escalation-human, with case summary

Resolution

CRM.LogInteraction tagged inquiry-resolved, linked to customer.accountNumber

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Fraud Alert Follow-up

Financial ServicesFraudSupport

Alert Notification

FraudDetectionPlatform.FetchFlaggedTransaction to retrieve transaction.id, transaction.amount, transaction.merchant, transaction.datetime, and transaction.riskScore.

System lookup succeeds and transaction details are retrieved →identity-verification
System lookup fails or returns no transaction record system_error →system-lookup-failure

Identity Verification

Say"Hello, this is your Financial Services support agent reaching out about a recent alert on your account ending in card.last4. For your security, I need to verify your identity before we continue."

Say"Can you please confirm your full name, date of birth, and either your PIN or the answer to your security question on file?"

IdentityVerification.VerifyCustomer using customer.name, customer.dob, and customer.pin or customer.securityAnswer.

Detect

verification outcome from IdentityVerification.VerifyCustomer result

Identity verified successfully confirmed →transaction-confirmation
Identity cannot be verified after two attempts failed →verification-failure
Customer is uncertain or provides partial information partial →verification-retry

Verification Retry

Say"No problem — let's try a different credential. Could you confirm your date of birth and the answer to your security question instead?"

IdentityVerification.VerifyCustomer retry with alternate credentials.

Detect

verification outcome on retry

Identity verified on retry confirmed →transaction-confirmation
Identity still cannot be verified failed →verification-failure

Verification Failure

CRM.LogInteraction tagged verification-failure, linked to account.id, noting no transaction details were disclosed.

Transaction Confirmation

Customer confirms the transaction is theirs confirmed →resolution-clear
Customer says the transaction is not theirs denied →disputed-transaction
Customer is unsure or asks for more time uncertain →transaction-detail-review

Transaction Detail Review

Say"Completely understandable — let me give you a moment. The charge was transaction.amount at transaction.merchant, dated transaction.datetime. Does that help you recall whether this was you?"

kb.fraud-dispute-policy — review dispute eligibility window for transaction.datetime.

Customer recognizes the transaction after further detail confirmed →resolution-clear
Customer confirms the transaction is not theirs denied →disputed-transaction
Customer remains unsure and cannot confirm or deny uncertain CRM.LogInteraction tagged pending-customer-response →escalation-human

Disputed Transaction

Say"I'm sorry to hear that. I'm going to take immediate steps to secure your account. First, let me block your current card ending in card.last4 to prevent any further unauthorized use."

CardManagement.BlockCard for card.last4.

CRM.UpdateCase flagged as fraud-reported, linked to account.id and transaction.id.

Say"Your card has been blocked. Before I open a formal dispute, I also want to check — are there any other recent transactions on your account that you don't recognize?"

Detect

customer response regarding additional unrecognized transactions

Customer confirms only the single flagged transaction is unrecognized single-transaction →open-dispute
Customer flags additional unrecognized transactions multiple-transactions →expanded-fraud-event
Customer is distressed, upset, or requests immediate escalation distressed →escalation-human

Expanded Fraud Event

CoreBanking.FreezeAccount for account.id.

FraudDetectionPlatform.FlagAccountCompromised linked to account.id.

CRM.CreateCase priority: critical, tagged expanded-fraud-account-review, linked to account.id.

DisputeManagement.OpenExpandedReview for account.id, noting all flagged transactions.

Case created and account frozen →escalation-human

Open Dispute

DisputeManagement.OpenDispute for transaction.id, transaction.amount, transaction.merchant, linked to account.id. Capture dispute.caseId.

→replacement-card

Replacement Card

Say"I'll now arrange a replacement card for you. Can you confirm your current mailing address so we can get that sent out?"

CardManagement.IssueReplacementCard for card.last4, ship to replacement.deliveryAddress.

Approval

Slack.RequestApproval to #fraud-ops-approvals, approver: fraud_ops_lead

Context sent:account.id, transaction.id, transaction.amount, dispute.caseId, card block confirmed, replacement card address

Approved approved →dispute-wrap-up
Rejected rejected →escalation-human
No response within 30 min →escalation-human

Dispute Wrap-up

CRM.UpdateCase with dispute.caseId, card block status, and replacement card shipping confirmation.

CoreBanking.ClearFraudAlert on transaction.id.

Customer has further questions or concerns →escalation-human
Customer is satisfied and call can close →resolution-clear

System Lookup Failure

CRM.LogInteraction tagged system-error-transaction-lookup, linked to account.id, noting transaction details could not be retrieved.

FraudDetectionPlatform.FlagForManualReview linked to account.id, tagged system-lookup-failure.

Escalation to Human Agent

CRM.CreateCase priority: high, tagged fraud-escalation, linked to account.id and transaction.id.

Slack.Notify to #fraud-ops with case summary including account.id, transaction.id, transaction.amount, card.last4, and reason for escalation.

Say"I'm connecting you now with a fraud specialist who has full visibility into your account and can take immediate action. Please hold for just a moment — you're in good hands."

Resolution — Clear

CoreBanking.ClearFraudAlert on transaction.id.

CRM.LogInteraction tagged alert-cleared-customer-confirmed, linked to account.id.

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Bind the Markdown property to a playbook, or place this card inside a Collection List connected to your Playbooks collection.

Password / Login Recovery

Financial ServicesAccount AccessSecuritySupport

Say"Thank you for reaching out. I'm here to help you regain access to your account. Can you briefly describe what's happening when you try to log in?"

Detect

nature of login issue reported by customer

Customer states forgotten password or cannot log in forgotten-password →identity-verification
Customer states account appears locked or suspended account-locked →account-status-check
Customer states they did not initiate any lockout or suspects unauthorised access unauthorised-access →escalation-fraud-review
Issue is unclear or customer is unsure unclear CRM.LogInteraction, ask one clarifying question →identity-verification

Identity Verification

Say"Before I can make any changes to your account, I need to verify your identity. I'll ask you a few quick questions — please have your account details handy."

CRM.PullCustomerRecord using customer.registeredEmail or customer.accountNumber

IdentityVerification.InitiateCheck for customer.fullName, customer.dateOfBirth, customer.lastFourSSN

Say"Can you please confirm your full name, date of birth, and either your account number or the email address registered on the account?"

Detect

identity verification outcome from verification.attemptCount and submitted details

Identity confirmed on first or second attempt identity-confirmed →account-status-check
Identity fails first attempt identity-failed-once CRM.IncrementAttemptCount, prompt retry →identity-verification-retry
Account already shows two or more failed attempts max-attempts-reached →escalation-identity-lockout

Identity Verification — Retry

IdentityVerification.InitiateCheck for customer.fullName, customer.dateOfBirth, customer.lastFourSSN

CRM.IncrementAttemptCount

Detect

identity verification outcome on retry

Identity confirmed on retry identity-confirmed →account-status-check
Identity fails again on retry identity-failed-twice →escalation-identity-lockout

Account Status Check

CoreBanking.GetAccountStatus for customer.accountNumber

FraudMonitoring.CheckFraudFlag for customer.accountNumber

Detect

account status returned by core banking and fraud monitoring systems

Account is clear with no flags or locks account-clear →contact-info-check
Account is locked due to repeated failed login attempts account-locked-cooldown →cooldown-notice
Account is flagged for suspicious or fraudulent activity fraud-flag-active →escalation-fraud-review
Account status is suspended or otherwise restricted account-suspended →escalation-account-review

Contact Info Check

Say"Great — your identity is confirmed and your account looks clear. I'll send a password reset link now. Just to confirm: should I send it to the email address or phone number we have on file?"

CRM.VerifyContactInfo for customer.registeredEmail and customer.registeredPhone

Detect

whether registered contact information is current and reachable

Registered email or phone confirmed current by customer contact-confirmed →mfa-challenge
Customer states contact info is outdated or no longer accessible contact-outdated →escalation-manual-id-verification

MFA Challenge

MFAOTP.SendCode to customer.registeredEmail or customer.registeredPhone based on reset.linkDeliveryMethod

Say"I've just sent a one-time verification code to your registered contact. Please share that code with me once you receive it so we can proceed."

Detect

MFA code submission and validation outcome

Customer provides correct OTP code otp-valid →password-reset-initiation
Customer provides incorrect code otp-invalid →escalation-mfa-failure
Customer states they did not receive the code otp-not-received MFAOTP.ResendCode, confirm delivery method →mfa-challenge
Customer states the contact they received it on is not theirs otp-wrong-contact →escalation-fraud-review

Password Reset Initiation

CoreBanking.InitiatePasswordReset for customer.accountNumber

EmailSMSDelivery.SendResetLink to customer.registeredEmail or customer.registeredPhone

Say"A secure password reset link has been sent to you now. The link is valid for 15 minutes. Once you've reset your password, please try logging in and let me know if access is restored."

Detect

customer confirmation of access outcome

Customer confirms new password set and login successful access-restored →resolution-access-confirmed
Customer states link expired or not received link-expired EmailSMSDelivery.ResendResetLink →password-reset-initiation
Customer states they are still unable to log in after reset reset-failed →escalation-account-review

Cooldown Notice

CoreBanking.GetCooldownStatus for customer.accountNumber

Detect

customer response to cooldown notice

Customer acknowledges and agrees to wait customer-accepts-cooldown →resolution-cooldown-advised
Customer states they did not make those login attempts customer-denies-attempts →escalation-fraud-review

Resolution — Access Confirmed

CRM.LogInteraction tagged password-reset-successful, linked to customer.accountNumber

CoreBanking.ClearLockStatus for customer.accountNumber

Resolution — Cooldown Advised

Say"Thank you for your patience. Your account remains protected in the meantime. Please reach back out once the waiting period has passed and we'll get the reset sent to you right away."

CRM.LogInteraction tagged cooldown-in-effect, linked to customer.accountNumber

Escalation — Identity Lockout

CoreBanking.LockAccount for customer.accountNumber

CRM.CreateCase priority: high, tagged identity-verification-failed, linked to customer.accountNumber

CRM.LogInteraction tagged max-attempts-reached

Escalation — Fraud Review

CoreBanking.FreezeAccount for customer.accountNumber

FraudMonitoring.EscalateCase for customer.accountNumber, flag: suspicious-activity

CRM.CreateCase priority: high, tagged fraud-review-required, linked to customer.accountNumber

CRM.LogInteraction tagged fraud-flag-escalation

Escalation — Manual ID Verification

CRM.CreateCase priority: medium, tagged outdated-contact-info-manual-review, linked to customer.accountNumber

CRM.LogInteraction tagged contact-info-outdated-escalation

Escalation — MFA Failure

CRM.CreateCase priority: medium, tagged mfa-failure-escalation, linked to customer.accountNumber

CRM.LogInteraction tagged otp-verification-failed

Escalation — Account Review

CRM.CreateCase priority: medium, tagged account-status-restricted, linked to customer.accountNumber

CRM.LogInteraction tagged account-review-escalation

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Fraud Alert Follow-up

Financial ServicesFraudSupport

Alert Notification

FraudDetectionPlatform.FetchFlaggedTransaction to retrieve transaction.id, transaction.amount, transaction.merchant, transaction.datetime, and transaction.riskScore.

System lookup succeeds and transaction details are retrieved →identity-verification
System lookup fails or returns no transaction record system_error →system-lookup-failure

Identity Verification

Say"Hello, this is your Financial Services support agent reaching out about a recent alert on your account ending in card.last4. For your security, I need to verify your identity before we continue."

Say"Can you please confirm your full name, date of birth, and either your PIN or the answer to your security question on file?"

IdentityVerification.VerifyCustomer using customer.name, customer.dob, and customer.pin or customer.securityAnswer.

Detect

verification outcome from IdentityVerification.VerifyCustomer result

Identity verified successfully confirmed →transaction-confirmation
Identity cannot be verified after two attempts failed →verification-failure
Customer is uncertain or provides partial information partial →verification-retry

Verification Retry

Say"No problem — let's try a different credential. Could you confirm your date of birth and the answer to your security question instead?"

IdentityVerification.VerifyCustomer retry with alternate credentials.

Detect

verification outcome on retry

Identity verified on retry confirmed →transaction-confirmation
Identity still cannot be verified failed →verification-failure

Verification Failure

CRM.LogInteraction tagged verification-failure, linked to account.id, noting no transaction details were disclosed.

Transaction Confirmation

Customer confirms the transaction is theirs confirmed →resolution-clear
Customer says the transaction is not theirs denied →disputed-transaction
Customer is unsure or asks for more time uncertain →transaction-detail-review

Transaction Detail Review

Say"Completely understandable — let me give you a moment. The charge was transaction.amount at transaction.merchant, dated transaction.datetime. Does that help you recall whether this was you?"

kb.fraud-dispute-policy — review dispute eligibility window for transaction.datetime.

Customer recognizes the transaction after further detail confirmed →resolution-clear
Customer confirms the transaction is not theirs denied →disputed-transaction
Customer remains unsure and cannot confirm or deny uncertain CRM.LogInteraction tagged pending-customer-response →escalation-human

Disputed Transaction

Say"I'm sorry to hear that. I'm going to take immediate steps to secure your account. First, let me block your current card ending in card.last4 to prevent any further unauthorized use."

CardManagement.BlockCard for card.last4.

CRM.UpdateCase flagged as fraud-reported, linked to account.id and transaction.id.

Say"Your card has been blocked. Before I open a formal dispute, I also want to check — are there any other recent transactions on your account that you don't recognize?"

Detect

customer response regarding additional unrecognized transactions

Customer confirms only the single flagged transaction is unrecognized single-transaction →open-dispute
Customer flags additional unrecognized transactions multiple-transactions →expanded-fraud-event
Customer is distressed, upset, or requests immediate escalation distressed →escalation-human

Expanded Fraud Event

CoreBanking.FreezeAccount for account.id.

FraudDetectionPlatform.FlagAccountCompromised linked to account.id.

CRM.CreateCase priority: critical, tagged expanded-fraud-account-review, linked to account.id.

DisputeManagement.OpenExpandedReview for account.id, noting all flagged transactions.

Case created and account frozen →escalation-human

Open Dispute

DisputeManagement.OpenDispute for transaction.id, transaction.amount, transaction.merchant, linked to account.id. Capture dispute.caseId.

→replacement-card

Replacement Card

Say"I'll now arrange a replacement card for you. Can you confirm your current mailing address so we can get that sent out?"

CardManagement.IssueReplacementCard for card.last4, ship to replacement.deliveryAddress.

Approval

Slack.RequestApproval to #fraud-ops-approvals, approver: fraud_ops_lead

Context sent:account.id, transaction.id, transaction.amount, dispute.caseId, card block confirmed, replacement card address

Approved approved →dispute-wrap-up
Rejected rejected →escalation-human
No response within 30 min →escalation-human

Dispute Wrap-up

CRM.UpdateCase with dispute.caseId, card block status, and replacement card shipping confirmation.

CoreBanking.ClearFraudAlert on transaction.id.

Customer has further questions or concerns →escalation-human
Customer is satisfied and call can close →resolution-clear

System Lookup Failure

CRM.LogInteraction tagged system-error-transaction-lookup, linked to account.id, noting transaction details could not be retrieved.

FraudDetectionPlatform.FlagForManualReview linked to account.id, tagged system-lookup-failure.

Escalation to Human Agent

CRM.CreateCase priority: high, tagged fraud-escalation, linked to account.id and transaction.id.

Slack.Notify to #fraud-ops with case summary including account.id, transaction.id, transaction.amount, card.last4, and reason for escalation.

Say"I'm connecting you now with a fraud specialist who has full visibility into your account and can take immediate action. Please hold for just a moment — you're in good hands."

Resolution — Clear

CoreBanking.ClearFraudAlert on transaction.id.

CRM.LogInteraction tagged alert-cleared-customer-confirmed, linked to account.id.

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Balance / Transaction Inquiry

Financial ServicesSupportBalanceTransactions

Intake

Detect

customer intent from opening message

Customer asks about current balance balance-inquiry →identity-verification
Customer asks about a specific transaction or unrecognized charge transaction-inquiry →identity-verification
Customer immediately alleges fraud or unauthorized access fraud-allegation →escalation-fraud
Intent unclear — ask a clarifying question, then →identity-verification

Identity Verification

Say"To protect your account, I need to verify your identity. I'll send a one-time passcode to your phone number on file. Please share the code when you receive it."

OTPAuth.SendOTP to customer.phone

Customer provides correct OTP verified IdentityVerification.Confirm →account-lookup
Customer cannot receive OTP, offer security question fallback otp-failed →security-question-fallback
Customer has already failed one attempt — verification.attemptCount equals 1 →second-attempt-warning

Second Attempt Warning

Say"That code didn't match. You have one attempt remaining before I'll need to pause access for your security. Please double-check the code and try again."

Customer provides correct OTP on second try verified IdentityVerification.Confirm →account-lookup
Customer fails again unverified →escalation-identity-failure

Security Question Fallback

Say"No problem — let me try another way. I'll ask you a security question linked to your account. Please answer as accurately as you can."

IdentityVerification.FetchSecurityQuestion for customer.accountNumber

Say"Here is your security question: please go ahead and answer when ready."

Customer answers correctly verified IdentityVerification.Confirm →account-lookup
Customer answers incorrectly unverified →escalation-identity-failure

Account Lookup

CoreBanking.GetAccountSummary for customer.accountNumber including account.status, account.balance, account.availableBalance, and customer.accountType

Account returned successfully and status is active account-found →inquiry-routing
Account has a hold, freeze, or legal flag on it account-flagged →escalation-account-flag
System returns an error or times out lookup-error →system-error

Inquiry Routing

Detect

what the customer needs based on original request and account data

Customer needs current balance confirmed balance-inquiry →balance-delivery
Customer needs a specific transaction explained transaction-inquiry →transaction-lookup
Customer now mentions an unexpected fee fee-concern →fee-review

Balance Delivery

CoreBanking.GetAccountSummary to retrieve account.balance and account.availableBalance for customer.accountType

Customer is satisfied and has no further questions satisfied →resolution
Customer wants to see recent transactions as well wants-transactions →transaction-lookup
Customer disputes a charge or says a transaction looks wrong transaction-dispute →transaction-lookup
Customer raises concern about an unexpected fee fee-concern →fee-review

Transaction Lookup

Say"I'll pull up the transactions for you now. Could you let me know the approximate date range or the amount you are looking into? That will help me find the right record quickly."

CoreBanking.GetTransactionHistory for customer.accountNumber over inquiry.dateRange

Transactions returned successfully transactions-found →transaction-detail
No transactions found in the requested range no-results →no-transaction-found
System returns an error lookup-error →system-error

Transaction Detail

CRM.LogInteraction tagged balance-transaction-inquiry, linked to customer.accountNumber and transaction.id

Customer recognizes the transaction and is satisfied satisfied →resolution
Customer does not recognize the transaction and believes it is fraudulent fraud-allegation →escalation-fraud
Customer recognizes the merchant but wants to dispute the amount amount-dispute →escalation-fraud
Customer has a question about a fee within the transaction fee-concern →fee-review

No Transaction Found

Customer provides more details — retry lookup →transaction-lookup
Customer still cannot locate the transaction and suspects fraud fraud-allegation →escalation-fraud
Customer is satisfied and wants to close satisfied →resolution

Fee Review

Say"I can see you have a concern about a fee on your account. Let me take a look at the details and check whether any options are available to you."

CoreBanking.GetFeeDetail for fee.type and fee.amount on customer.accountNumber

kb.fee-waiver-policy — check one-time waiver eligibility criteria for customer.accountType and account standing

Agent

evaluate waiver eligibility for fee.type of fee.amount on customer.accountNumber using account history and kb.fee-waiver-policy.

Goal:determine whether the customer qualifies for a one-time courtesy fee waiver and, if so, apply it; if not, explain why clearly and empathetically.

Tools available:CoreBanking.GetFeeDetail, CoreBanking.ApplyFeeWaiver, CoreBanking.GetAccountStanding, kb.fee-waiver-policy

Customer is eligible and agent applies waiver waiver-applied CoreBanking.ApplyFeeWaiver →fee-waiver-confirmation
Customer is not eligible for a waiver waiver-ineligible →fee-waiver-declined
Customer is upset and escalation is warranted needs-escalation →escalation-human

Fee Waiver Confirmation

CRM.LogInteraction tagged fee-waiver-applied, linked to customer.accountNumber and fee.type

Customer is satisfied satisfied →resolution
Customer has an additional question →inquiry-routing

Fee Waiver Declined

Customer accepts the outcome satisfied →resolution
Customer wants to speak to a specialist or is upset escalation-requested →escalation-human

System Error

CRM.LogIncident tagged system-error, linked to customer.accountNumber and customer.phone

CRM.ScheduleCallback for customer.phone at next available slot

Customer agrees to callback and conversation ends satisfied →resolution
Customer wants to try again immediately →account-lookup
Customer is very frustrated and demands to speak with someone now escalation-requested →escalation-human

Escalation — Fraud or Dispute

Say"I take this very seriously. Let me flag this right away and connect you with our fraud team who can open a formal investigation and protect your account immediately."

FraudDetection.FlagAccount for customer.accountNumber tagged suspected-fraud, linked to transaction.id

CRM.CreateCase priority: high, tagged fraud-dispute, linked to customer.accountNumber and transaction.id

→fraud-alert-follow-up

Escalation — Identity Verification Failed

CRM.LogIncident tagged verification-failure, linked to customer.phone

CRM.CreateCase priority: high, tagged identity-lockout

Escalation — Account Flag

CRM.CreateCase priority: high, tagged account-flag-review, linked to customer.accountNumber

CRM.LogInteraction tagged account-flag-escalation

→escalation-human

Escalation — Human Specialist

Say"I'm going to transfer you to one of our account specialists right now. They'll have the full context of our conversation so you won't need to repeat anything."

CRM.CreateCase priority: high, tagged specialist-handoff, linked to customer.accountNumber

CRM.LogInteraction tagged escalation-human, with case summary

Resolution

CRM.LogInteraction tagged inquiry-resolved, linked to customer.accountNumber

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

New Account Onboarding

Financial ServicesOnboardingKYCCompliance

Intent Capture

Detect

customer account type intent

Customer requests a personal account type (checking, savings, investment) personal-account →info-collection
Customer requests a business or trust account business-or-trust-account →specialist-routing
Customer is unsure or needs guidance unsure →account-type-guidance

Account Type Guidance

kb.account-types-overview — retrieve product descriptions, minimum balance requirements, and eligibility criteria

Customer selects a personal account type personal-account →info-collection
Customer still wants a business or trust account business-or-trust-account →specialist-routing
Customer wants to end the conversation end-session →session-close

Info Collection

CRM.CreateDraftRecord to initialize a draft customer profile

Say"Next, I'll need your government-issued ID number — such as a passport or driver's license number — along with your Social Security Number or Tax ID."

Say"Finally, I'll need your current address, employment status, approximate annual income, and the funding method you plan to use for your initial deposit."

kb.minimum-deposit-requirements — validate customer.initialDepositAmount and customer.fundingSource eligibility

All required fields collected and deposit method is supported fields-complete →identity-verification
Funding method is unsupported or deposit is below the minimum funding-issue →funding-issue-resolution
Customer is unwilling to provide required information declined-to-provide →escalation-human

Funding Issue Resolution

Say"It looks like the funding method or deposit amount you've selected may not meet our current requirements. Let me explain what we can accept."

kb.funding-methods-policy — retrieve supported funding sources and minimum initial deposit thresholds

Customer selects a supported alternative funding method alternative-accepted →identity-verification
Customer cannot or will not meet deposit requirements cannot-meet-requirements →session-close

Identity Verification

Say"I'm now going to submit your information for identity verification. This is a standard step required to open any account and usually takes just a moment."

KYCService.SubmitVerification with customer.fullLegalName, customer.dateOfBirth, customer.govIdNumber, customer.taxId, customer.address

Detect

KYC verification result

Verification passes on first or second attempt kyc-pass →compliance-screening
Verification fails — first attempt kyc-fail-first →kyc-retry
Verification fails — second attempt or kyc.attemptCount exceeds 2 kyc-fail-final →escalation-human

KYC Retry

DocUploadPortal.RequestDocument to customer.email for alternative ID submission

Customer submits alternative document and resubmission passes kyc-pass →compliance-screening
Customer submits alternative document and resubmission fails kyc-fail-final →escalation-human
Customer cannot provide alternative documentation cannot-verify →escalation-human

Compliance Screening

Say"Thank you — your identity has been verified. I'm now running a brief compliance check, which is required by law for all new accounts. This will only take a moment."

ComplianceScreening.RunCheck with customer.fullLegalName, customer.taxId, customer.dateOfBirth, customer.address

Detect

compliance screening result

Screening passes with no flags compliance-clear →account-creation
Any KYC or AML flag is raised compliance-flagged →escalation-compliance
Customer is identified as a Politically Exposed Person (PEP) compliance.isPEP pep-flag →escalation-compliance

Account Creation

Say"Everything has cleared. I'm now creating your account — this will just take a moment."

CoreBanking.CreateAccount with customer.fullLegalName, customer.taxId, customer.address, customer.fundingSource, customer.initialDepositAmount, customer.accountType

CRM.UpdateRecord with account.id, mark status: account-created

Twilio.SendSMS to customer.phone: "Your new account has been created. Your account ID is account.id. Your login credentials will arrive by email shortly."

CoreBanking.IssueCredentials to customer.email with account.credentials and welcome packet link

Account created and credentials delivered successfully account-ready →customer-orientation
Account creation fails due to a system error system-error →escalation-human

Customer Orientation

Say"Your account is all set! Here's what you need to know to get started."

kb.new-account-faq — retrieve top questions about first login, mobile app access, and deposit timelines

Say"Is there anything else you'd like to know about accessing your account, setting up transfers, or any of our other services?"

Customer has additional questions more-questions →customer-orientation
Customer is satisfied and ready to end satisfied →session-close
Customer wants to add a beneficiary or linked account additional-setup →escalation-human

Specialist Routing

Say"I'd be happy to help you get to the right place. Business and trust accounts require a specialist who can walk you through the additional documentation and requirements for those account types."

CRM.CreateLeadRecord with customer.phone, customer.email, customer.accountType, note: specialist-referral

Say"I'm transferring your details to a specialist now. You can expect a call or message within one business day. Is there a preferred contact time or number I should pass along?"

Details captured and specialist notified →escalation-human

Escalation to Compliance Officer

ComplianceScreening.FlagRecord with customer.fullLegalName, customer.taxId, compliance.flagCode, compliance.isPEP

CRM.EscalateRecord priority: critical, tag: compliance-review

Escalation to Human Agent

CRM.EscalateRecord priority: high, tag: agent-review

Twilio.SendSMS to customer.phone: "Your account application requires attention from one of our specialists. A team member will reach out to you shortly."

Say"I'm going to connect you with one of our specialists who will be able to assist you further. Thank you for your patience — you're in good hands."

Session Close

Say"Thank you for reaching out to us today. If you have any questions in the future or would like to revisit opening an account, we're always here to help. Have a great day!"

CRM.CloseSession with session outcome logged

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

Card Lost / Stolen Replacement

Financial ServicesCard ServicesLoss Prevention

Intake

Say"Thank you for reaching out. I understand you'd like to report a lost or stolen card — I'll help you get this resolved right away. First, I need to verify your identity to protect your account."

Customer confirms card is lost confirmed →identity-verification
Customer mentions unauthorized charges or suspected fraud fraud_concern →identity-verification-fraud
Customer is unresponsive or unclear →identity-verification

Identity Verification

Say"I'll need to verify a few details. Can you please provide your full name, date of birth, and either the last four digits of your Social Security Number or your card PIN?"

KYCVerification.VerifyIdentity with customer.name, customer.dob, customer.ssn_last4, customer.pin

Detect

identity verification outcome

Verification passes on first or second attempt verified →card-block
Verification fails after multiple attempts failed →verification-failure

Identity Verification — Fraud Path

KYCVerification.VerifyIdentity with customer.name, customer.dob, customer.ssn_last4, customer.pin

Detect

identity verification outcome

Verification passes verified →card-block-fraud
Verification fails after multiple attempts failed →verification-failure

Card Block

Say"Thank you — I've verified your identity. I'm blocking your card ending in card.last4 right now to prevent any unauthorized use."

CardManagement.BlockCard for card.id

CoreBanking.UpdateAccountStatus on account.id flagged: card-blocked

Salesforce.CreateCase type: card-lost-stolen, linked to account.id

Say"Your card has been blocked. Can you tell me approximately when and where you last used or had your card? This helps us note the details on your case."

Customer provides last seen details →address-confirmation
Customer cannot recall details →address-confirmation

Card Block — Fraud Path

Say"Thank you. I'm blocking your card ending in card.last4 immediately."

CardManagement.BlockCard for card.id

FraudDetection.FlagAccount on account.id tagged: unauthorized-transactions

CoreBanking.UpdateAccountStatus on account.id flagged: card-blocked-fraud

Salesforce.CreateCase type: fraud-card-lost-stolen, priority: high, linked to account.id

Proceed to address confirmation for replacement →address-confirmation-fraud

Address Confirmation

Say"To send your replacement card, I have your address on file as customer.address. Would you like us to ship to this address, or would you prefer a different one?"

Detect

customer address preference

Customer confirms existing address confirmed →replacement-issuance
Customer requests a new or different address new_address →address-review

Address Confirmation — Fraud Path

Say"I have your address on file as customer.address. Should we send the replacement card here, or would you prefer a different address?"

Detect

customer address preference

Customer confirms existing address confirmed →replacement-issuance-fraud
Customer requests a new or different address new_address →address-review

Address Review

Salesforce.UpdateCase add: unrecognized-replacement-address, replacement.address, flagged-for-review

ShippingFulfillment.HoldOrder pending address verification on account.id

Approval

Slack.RequestApproval to #card-services-review, approver: card_ops_supervisor

Context sent:account.id, customer.name, replacement.address, case reference

Address approved approved →replacement-issuance
Address flagged or rejected rejected →escalation-human

Replacement Issuance

Say"Great — I'll get your replacement card ordered now. Would you like standard delivery, or do you need your card sooner? I can check if expedited or same-day delivery is available for you."

ShippingFulfillment.CheckExpedited for account.id

Detect

customer delivery preference

Customer requests expedited and delivery.expedited_eligible is true expedited →replacement-expedited
Customer accepts standard delivery standard →replacement-standard
Expedited requested but not eligible expedited →replacement-standard

Replacement Issuance — Fraud Path

Say"I'll get your replacement card ordered now. Standard delivery typically takes five to seven business days. Would you also like to check expedited options?"

ShippingFulfillment.CheckExpedited for account.id

Detect

customer delivery preference

Customer requests expedited and delivery.expedited_eligible is true expedited →replacement-expedited-fraud
Customer accepts standard delivery standard →replacement-standard-fraud

Replacement — Standard

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: standard

ShippingFulfillment.CreateShipment linked to account.id, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-standard, replacement.tracking_number

Customer wants digital card →digital-card-offer
Customer declines digital card →resolution

Replacement — Expedited

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: expedited

ShippingFulfillment.CreateShipment linked to account.id, method: expedited, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-expedited, replacement.tracking_number

Customer wants digital card →digital-card-offer
Customer declines →resolution

Replacement — Standard (Fraud Path)

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: standard

ShippingFulfillment.CreateShipment linked to account.id, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-standard, replacement.tracking_number

→escalation-fraud

Replacement — Expedited (Fraud Path)

CardManagement.IssueReplacementCard for account.id, ship to customer.address, method: expedited

ShippingFulfillment.CreateShipment linked to account.id, method: expedited, capture replacement.tracking_number

Salesforce.UpdateCase add: replacement-issued-expedited, replacement.tracking_number

→escalation-fraud

Digital Card Offer

Agent

determine whether the customer's account and device are eligible for a temporary digital card provisioned via the card management system.

Goal:activate a digital card for the customer if eligible, so they have immediate card access while awaiting physical delivery.

Tools available:CardManagement.CheckDigitalEligibility, CardManagement.ProvisionDigitalCard, CoreBanking.GetAccountStatus

Digital card provisioned successfully provisioned →resolution
Customer not eligible or provisioning fails ineligible →resolution

Verification Failure

Salesforce.CreateCase type: identity-verification-failure, priority: high, linked to account.id

Salesforce.LogNote add: customer-directed-to-branch, verification-failed

Say"Is there anything else I can help you with today, or would you like us to note your nearest branch location?"

Customer wants branch info →escalation-human
Customer ends interaction →resolution-no-action

Escalation — Fraud Team

FraudDetection.OpenDisputeCase linked to account.id, flagged: unauthorized-transactions, transaction.unauthorized_flag

Salesforce.UpdateCase priority: high, tagged: fraud-escalation, dispute-opened

Slack.Notify to #fraud-ops with case summary, account.id, card.last4

Escalation — Human Agent

Salesforce.UpdateCase priority: high, tagged: manual-review-required

Slack.Notify to #card-services-review with case summary, account.id, customer.name

Say"I'm connecting you with a senior member of our team who can assist you further. I've shared your case details with them so you won't need to repeat yourself. Thank you for your patience."

Resolution

Salesforce.CloseCase resolution: card-replaced, linked to account.id

Resolution — No Action Taken

Say"Understood. Your card has been blocked as a precaution to protect your account. When you're ready to request a replacement or visit a branch, don't hesitate to reach out. Take care."

Salesforce.CloseCase resolution: blocked-no-replacement-issued, linked to account.id

Tags:actionintentflagvariable#channel→step→workflow→escalation{{template}}kb-lookup

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Password / Login Recovery

Intake — Login Issue

Identity Verification

Identity Verification — Retry

Account Status Check

Contact Info Check

MFA Challenge

Password Reset Initiation

Cooldown Notice

Resolution — Access Confirmed

Resolution — Cooldown Advised

Escalation — Identity Lockout

Escalation — Fraud Review

Escalation — Manual ID Verification

Escalation — MFA Failure

Escalation — Account Review

Card Lost / Stolen Replacement

Intake

Identity Verification

Identity Verification — Fraud Path

Card Block

Card Block — Fraud Path

Address Confirmation

Address Confirmation — Fraud Path

Address Review

Replacement Issuance

Replacement Issuance — Fraud Path

Replacement — Standard

Replacement — Expedited

Replacement — Standard (Fraud Path)

Replacement — Expedited (Fraud Path)

Digital Card Offer

Verification Failure

Escalation — Fraud Team

Escalation — Human Agent

Resolution

Resolution — No Action Taken

New Account Onboarding

Intent Capture

Account Type Guidance

Info Collection

Funding Issue Resolution

Identity Verification

KYC Retry

Compliance Screening

Account Creation

Customer Orientation

Specialist Routing

Escalation to Compliance Officer

Escalation to Human Agent

Session Close

Balance / Transaction Inquiry

Intake

Identity Verification

Second Attempt Warning

Security Question Fallback

Account Lookup

Inquiry Routing

Balance Delivery

Transaction Lookup

Transaction Detail

No Transaction Found

Fee Review

Fee Waiver Confirmation

Fee Waiver Declined

System Error

Escalation — Fraud or Dispute

Escalation — Identity Verification Failed

Escalation — Account Flag

Escalation — Human Specialist

Resolution

Fraud Alert Follow-up

Alert Notification

Identity Verification

Verification Retry

Verification Failure

Transaction Confirmation