# Operating notes (draft, 2026-09-26)

These notes describe how the tested workflow behaves. They are written for whoever maintains the assistant.
They were NOT verified inside Bird: a self-serve Bird workspace does not expose the AI agent builder or the
Inbox, so the mapping to Bird's own screens still has to be done in your workspace.

## Where things live
- Approved company facts: `knowledge.md`. Edit this file, not the instructions, when the policy changes.
  It is a public-source draft built from the published refund policy; it needs your approval before use.
- Behaviour and guardrails: `instructions.md`.
- Refund form link: one setting, `REFUND_FORM_URL`, at the end of `knowledge.md`. In the test it points to an
  inert demonstration page.
- Handover destination: the team named in `knowledge.md` ("Refund exceptions" in the test).

## Handover
1. The assistant decides "handover" and writes a staff summary (reported / verified / missing / reason / next).
2. The workflow asks the Inbox to assign the conversation to the team.
3. Only if the assignment is confirmed is the assistant's "a member of the team will pick this up here" sent.
4. If the assignment fails, that message is dropped and the assistant tells the customer it could not reach
   the team and points to the email address on the booth signage. It promises no retry.
5. Once assigned, the assistant is muted for that conversation. New customer messages go to the person only.

## WhatsApp 24-hour window
Free-form replies are only allowed within 24 hours of the customer's last message. If staff pick up a handed-
over conversation later than that, they must send an approved template first, for example:

> Hello {{1}}, this is The Photo Booth Company about your photo booth refund message. Reply to this message
> and a member of our team will continue here.

(Draft wording. Template category and approval are decided in WhatsApp Manager.)

## Closing
"Closed" means the customer confirmed they submitted the form. It never means refunded or approved.
Refund status is unknown to the assistant in this first version.

## Stopping the assistant
Turn the automation off for the channel (all conversations go straight to people), or assign any single
conversation to a person (the assistant is muted there).