Labels awaiting your approval
Generated 2026-09-26 from policy/src. 324 texts, 324 still draft. These are the words the dashboard shows a rep around the approved lines: what the call is for, what the client has told us, what the current step is, why a point is on screen, and the one-line caution when a risk flag fires. None of them is a line a rep says. Lines and situation points are on the red-pen sheet.
How to answer: "approve all" approves every text below as it stands. For anything you want changed, reply with the id and the new wording, for example plan.purpose.document_chase: Chasing documents. Anything you do not mention is approved unchanged. Reworded texts ship as policy v2 without stopping the build.
| Section | Texts | Where the rep sees it |
|---|---|---|
| Call purposes | 9 | Top of the plan, once the purpose is clear |
| Plan steps | 102 | The living plan: each step's title, its hint, and the note when a step is not needed |
| Client fact chips | 77 | The chips row: what the client has told us, one chip per slot |
| Move headlines | 26 | The card headline while that move is live |
| Concern headlines | 15 | The card headline while a concern is open |
| Situation headlines and hints | 84 | Under the card headline: what the client is asking, and how to handle it |
| Caution notes | 10 | One line under the card when a risk flag fires |
| Rate pressure | 1 | Title of the rate-pressure step in the plan |
Call purposes
| id | Label | Scenario |
|---|---|---|
plan.purpose.transfer_issue |
Transfer issue | Customer success |
plan.purpose.status_update |
Status update | Customer success |
plan.purpose.rate_or_hedging |
Rate or hedging | Customer success |
plan.purpose.recurring_or_batch_setup |
Recurring or batch payments | Customer success |
plan.purpose.dormant_reengagement |
Checking in after a quiet spell | Customer success |
plan.purpose.other |
Other | both |
plan.purpose.first_call_after_signup |
First call after sign-up | Onboarding |
plan.purpose.document_chase |
Documents to chase | Onboarding |
plan.purpose.first_transfer_walkthrough |
First transfer walkthrough | Onboarding |
Plan steps
Each purpose has its own plan. A step shows its title; the hint sits under it while the step is current; the "not needed" note appears when the client facts make the step irrelevant.
Onboarding
first call after signup
| Step | Title | Hint | Not needed when |
|---|---|---|---|
| open with agenda | Set the agendaplan.template.first_call_after_signup.open_with_agenda.title |
The client knows what this call is for and how long it takes.plan.template.first_call_after_signup.open_with_agenda.hint |
|
| understand the transfer | Understand the transferplan.template.first_call_after_signup.understand_the_transfer.title |
What the transfers are for, the amount and how often, before any explaining.plan.template.first_call_after_signup.understand_the_transfer.hint |
|
| check serviceability first | Check we can serve themplan.template.first_call_after_signup.check_serviceability_first.title |
Where they live and bank decides whether a partner can take them on.plan.template.first_call_after_signup.check_serviceability_first.hint |
|
| confirm funding account | Fund from your own accountplan.template.first_call_after_signup.confirm_funding_account.title |
The money has to come from an account in the client's own name.plan.template.first_call_after_signup.confirm_funding_account.hint |
|
| explain who holds the money | Who holds the moneyplan.template.first_call_after_signup.explain_who_holds_the_money.title |
The client hears who holds the funds before the call reaches booking.plan.template.first_call_after_signup.explain_who_holds_the_money.hint |
|
| explain settlement and cutoff | When the money arrivesplan.template.first_call_after_signup.explain_settlement_and_cutoff.title |
Cut-off and settlement timing for their currencies.plan.template.first_call_after_signup.explain_settlement_and_cutoff.hint |
|
| explain booking is binding | Booking is bindingplan.template.first_call_after_signup.explain_booking_is_binding.title |
Before the first booking: confirming a trade is a contract.plan.template.first_call_after_signup.explain_booking_is_binding.hint |
|
| close the document gap | Documents still neededplan.template.first_call_after_signup.close_the_document_gap.title |
The account cannot trade until the documents are in; agree when they will be uploaded.plan.template.first_call_after_signup.close_the_document_gap.hint |
The documents are completeplan.template.first_call_after_signup.close_the_document_gap.not_needed |
| minimum transfer | Minimum transferplan.template.first_call_after_signup.minimum_transfer.title |
Their amount may be below the minimum transfer.plan.template.first_call_after_signup.minimum_transfer.hint |
The amount is well above the minimumplan.template.first_call_after_signup.minimum_transfer.not_needed |
| agree next step | First transfer and next stepplan.template.first_call_after_signup.agree_next_step.title |
Leave with one concrete action and a time.plan.template.first_call_after_signup.agree_next_step.hint |
document chase
| Step | Title | Hint | Not needed when |
|---|---|---|---|
| open with agenda | Set the agendaplan.template.document_chase.open_with_agenda.title |
The client knows what this call is for and how long it takes.plan.template.document_chase.open_with_agenda.hint |
|
| close the document gap | Documents still neededplan.template.document_chase.close_the_document_gap.title |
The account cannot trade until the documents are in; agree when they will be uploaded.plan.template.document_chase.close_the_document_gap.hint |
|
| understand the transfer | Understand the transferplan.template.document_chase.understand_the_transfer.title |
What the transfers are for, the amount and how often, before any explaining.plan.template.document_chase.understand_the_transfer.hint |
|
| agree next step | Agree the next stepplan.template.document_chase.agree_next_step.title |
Leave with one concrete action and a time.plan.template.document_chase.agree_next_step.hint |
first transfer walkthrough
| Step | Title | Hint | Not needed when |
|---|---|---|---|
| open with agenda | Set the agendaplan.template.first_transfer_walkthrough.open_with_agenda.title |
The client knows what this call is for and how long it takes.plan.template.first_transfer_walkthrough.open_with_agenda.hint |
|
| confirm funding account | Fund from your own accountplan.template.first_transfer_walkthrough.confirm_funding_account.title |
The money has to come from an account in the client's own name.plan.template.first_transfer_walkthrough.confirm_funding_account.hint |
|
| explain settlement and cutoff | When the money arrivesplan.template.first_transfer_walkthrough.explain_settlement_and_cutoff.title |
Cut-off and settlement timing for their currencies.plan.template.first_transfer_walkthrough.explain_settlement_and_cutoff.hint |
|
| explain booking is binding | Booking is bindingplan.template.first_transfer_walkthrough.explain_booking_is_binding.title |
Before the first booking: confirming a trade is a contract.plan.template.first_transfer_walkthrough.explain_booking_is_binding.hint |
|
| minimum transfer | Minimum transferplan.template.first_transfer_walkthrough.minimum_transfer.title |
Their amount may be below the minimum transfer.plan.template.first_transfer_walkthrough.minimum_transfer.hint |
The amount is well above the minimumplan.template.first_transfer_walkthrough.minimum_transfer.not_needed |
| agree next step | First transfer and next stepplan.template.first_transfer_walkthrough.agree_next_step.title |
Leave with one concrete action and a time.plan.template.first_transfer_walkthrough.agree_next_step.hint |
other
| Step | Title | Hint | Not needed when |
|---|---|---|---|
| agree next step | Agree the next stepplan.template.other.agree_next_step.title |
Leave with one concrete action and a time.plan.template.other.agree_next_step.hint |
|
| open with agenda | Set the agendaplan.template.other.open_with_agenda.title |
The client knows what this call is for and how long it takes.plan.template.other.open_with_agenda.hint |
|
| understand the transfer | Understand the transferplan.template.other.understand_the_transfer.title |
What the transfers are for, the amount and how often, before any explaining.plan.template.other.understand_the_transfer.hint |
Customer success
transfer issue
| Step | Title | Hint | Not needed when |
|---|---|---|---|
| confirm caller | Confirm the caller is on the accountplan.template.transfer_issue.confirm_caller.title |
Know who is calling and whether they can act on the account.plan.template.transfer_issue.confirm_caller.hint |
|
| resolve the issue first | Resolve the issueplan.template.transfer_issue.resolve_the_issue_first.title |
Find the cause and own it before anything else.plan.template.transfer_issue.resolve_the_issue_first.hint |
|
| give status with specifics | Status with specificsplan.template.transfer_issue.give_status_with_specifics.title |
Amounts, references and what happens next, in the client's words.plan.template.transfer_issue.give_status_with_specifics.hint |
|
| review upcoming exposure | Upcoming paymentsplan.template.transfer_issue.review_upcoming_exposure.title |
Learn what else is coming so the right tool can be offered.plan.template.transfer_issue.review_upcoming_exposure.hint |
|
| tools that fit | Tools that fitplan.template.transfer_issue.tools_that_fit.title |
An alert, a forward or a recurring payment, whichever fits what is coming up.plan.template.transfer_issue.tools_that_fit.hint |
|
| explain document request | Explain the document requestplan.template.transfer_issue.explain_document_request.title |
Why the partner asked for a document, and what it needs.plan.template.transfer_issue.explain_document_request.hint |
No document was asked forplan.template.transfer_issue.explain_document_request.not_needed |
| agree next step | Agree the next stepplan.template.transfer_issue.agree_next_step.title |
One concrete action, confirmed on the dashboard.plan.template.transfer_issue.agree_next_step.hint |
status update
| Step | Title | Hint | Not needed when |
|---|---|---|---|
| confirm caller | Confirm the caller is on the accountplan.template.status_update.confirm_caller.title |
Know who is calling and whether they can act on the account.plan.template.status_update.confirm_caller.hint |
|
| give status with specifics | Status with specificsplan.template.status_update.give_status_with_specifics.title |
Amounts, references and what happens next, in the client's words.plan.template.status_update.give_status_with_specifics.hint |
|
| review upcoming exposure | Upcoming paymentsplan.template.status_update.review_upcoming_exposure.title |
Learn what else is coming so the right tool can be offered.plan.template.status_update.review_upcoming_exposure.hint |
|
| agree next step | Agree the next stepplan.template.status_update.agree_next_step.title |
One concrete action, confirmed on the dashboard.plan.template.status_update.agree_next_step.hint |
rate or hedging
| Step | Title | Hint | Not needed when |
|---|---|---|---|
| review upcoming exposure | Upcoming paymentsplan.template.rate_or_hedging.review_upcoming_exposure.title |
Learn what else is coming so the right tool can be offered.plan.template.rate_or_hedging.review_upcoming_exposure.hint |
|
| offer forward | Fix the rate for a known paymentplan.template.rate_or_hedging.offer_forward.title |
A forward removes the rate risk on a payment with a date; say what it commits them to.plan.template.rate_or_hedging.offer_forward.hint |
|
| offer alert or market order | Offer a rate alertplan.template.rate_or_hedging.offer_alert_or_market_order.title |
A target rate that books or notifies, instead of watching the screen.plan.template.rate_or_hedging.offer_alert_or_market_order.hint |
|
| agree next step | Agree the next stepplan.template.rate_or_hedging.agree_next_step.title |
One concrete action, confirmed on the dashboard.plan.template.rate_or_hedging.agree_next_step.hint |
recurring or batch setup
| Step | Title | Hint | Not needed when |
|---|---|---|---|
| review upcoming exposure | Upcoming paymentsplan.template.recurring_or_batch_setup.review_upcoming_exposure.title |
Learn what else is coming so the right tool can be offered.plan.template.recurring_or_batch_setup.review_upcoming_exposure.hint |
|
| set up recurring or batch | Recurring paymentsplan.template.recurring_or_batch_setup.set_up_recurring_or_batch.title |
Regular payments set up once instead of booked one by one.plan.template.recurring_or_batch_setup.set_up_recurring_or_batch.hint |
|
| add user access | Who else books paymentsplan.template.recurring_or_batch_setup.add_user_access.title |
A colleague or bookkeeper with their own login and limits.plan.template.recurring_or_batch_setup.add_user_access.hint |
The caller books the payments themselvesplan.template.recurring_or_batch_setup.add_user_access.not_needed |
| agree next step | Agree the next stepplan.template.recurring_or_batch_setup.agree_next_step.title |
One concrete action, confirmed on the dashboard.plan.template.recurring_or_batch_setup.agree_next_step.hint |
dormant reengagement
| Step | Title | Hint | Not needed when |
|---|---|---|---|
| reengage dormant with a reason | Reconnect with a reasonplan.template.dormant_reengagement.reengage_dormant_with_a_reason.title |
Find out whether the need went away or something put them off.plan.template.dormant_reengagement.reengage_dormant_with_a_reason.hint |
|
| review upcoming exposure | Upcoming paymentsplan.template.dormant_reengagement.review_upcoming_exposure.title |
Learn what else is coming so the right tool can be offered.plan.template.dormant_reengagement.review_upcoming_exposure.hint |
|
| offer alert or market order | Offer a rate alertplan.template.dormant_reengagement.offer_alert_or_market_order.title |
A target rate that books or notifies, instead of watching the screen.plan.template.dormant_reengagement.offer_alert_or_market_order.hint |
|
| agree next step | Agree the next stepplan.template.dormant_reengagement.agree_next_step.title |
One concrete action, confirmed on the dashboard.plan.template.dormant_reengagement.agree_next_step.hint |
other
| Step | Title | Hint | Not needed when |
|---|---|---|---|
| confirm caller | Confirm the caller is on the accountplan.template.other.confirm_caller.title |
Know who is calling and whether they can act on the account.plan.template.other.confirm_caller.hint |
|
| review upcoming exposure | Upcoming paymentsplan.template.other.review_upcoming_exposure.title |
Learn what else is coming so the right tool can be offered.plan.template.other.review_upcoming_exposure.hint |
|
| agree next step | Agree the next stepplan.template.other.agree_next_step.title |
One concrete action, confirmed on the dashboard.plan.template.other.agree_next_step.hint |
Client fact chips
One slot per row group. Value labels are what the chip says; a template fills in the number or name the client gave, for example "About {amount} {currency}".
| Slot | id | Text | Scenario |
|---|---|---|---|
| client type | plan.fact.client_type.personal |
Personal client | both |
| client type | plan.fact.client_type.corporate |
Corporate client | both |
| amount | plan.fact.amount.template |
About {amount} {currency} | both |
| frequency | plan.fact.frequency.one_off |
One-off transfer | both |
| frequency | plan.fact.frequency.weekly |
Weekly transfers | both |
| frequency | plan.fact.frequency.monthly |
Monthly transfers | both |
| frequency | plan.fact.frequency.quarterly |
Quarterly transfers | both |
| frequency | plan.fact.frequency.irregular |
Transfers now and then | both |
| currency pair | plan.fact.currency_pair.template |
{sell} to {buy} | both |
| transfer purpose | plan.fact.transfer_purpose.property |
For a property | both |
| transfer purpose | plan.fact.transfer_purpose.family_support |
Supporting family | both |
| transfer purpose | plan.fact.transfer_purpose.salary_or_pension |
Salary or pension | both |
| transfer purpose | plan.fact.transfer_purpose.supplier_payment |
Paying suppliers | both |
| transfer purpose | plan.fact.transfer_purpose.school_fees |
School fees | both |
| transfer purpose | plan.fact.transfer_purpose.investment |
Investment | both |
| transfer purpose | plan.fact.transfer_purpose.other |
Another purpose | both |
| residency | plan.fact.residency.GB |
Lives in the UK | both |
| residency | plan.fact.residency.IE |
Lives in Ireland | both |
| residency | plan.fact.residency.FR |
Lives in France | both |
| residency | plan.fact.residency.ES |
Lives in Spain | both |
| residency | plan.fact.residency.PT |
Lives in Portugal | both |
| residency | plan.fact.residency.DE |
Lives in Germany | both |
| residency | plan.fact.residency.IT |
Lives in Italy | both |
| residency | plan.fact.residency.NL |
Lives in the Netherlands | both |
| residency | plan.fact.residency.BE |
Lives in Belgium | both |
| residency | plan.fact.residency.CH |
Lives in Switzerland | both |
| residency | plan.fact.residency.AT |
Lives in Austria | both |
| residency | plan.fact.residency.SE |
Lives in Sweden | both |
| residency | plan.fact.residency.NO |
Lives in Norway | both |
| residency | plan.fact.residency.DK |
Lives in Denmark | both |
| residency | plan.fact.residency.PL |
Lives in Poland | both |
| residency | plan.fact.residency.GR |
Lives in Greece | both |
| residency | plan.fact.residency.CY |
Lives in Cyprus | both |
| residency | plan.fact.residency.MT |
Lives in Malta | both |
| residency | plan.fact.residency.US |
Lives in the US | both |
| residency | plan.fact.residency.CA |
Lives in Canada | both |
| residency | plan.fact.residency.MX |
Lives in Mexico | both |
| residency | plan.fact.residency.AU |
Lives in Australia | both |
| residency | plan.fact.residency.NZ |
Lives in New Zealand | both |
| residency | plan.fact.residency.SA |
Lives in Saudi Arabia | both |
| residency | plan.fact.residency.AE |
Lives in the UAE | both |
| residency | plan.fact.residency.QA |
Lives in Qatar | both |
| residency | plan.fact.residency.ZA |
Lives in South Africa | both |
| residency | plan.fact.residency.IN |
Lives in India | both |
| residency | plan.fact.residency.CN |
Lives in China | both |
| residency | plan.fact.residency.HK |
Lives in Hong Kong | both |
| residency | plan.fact.residency.SG |
Lives in Singapore | both |
| residency | plan.fact.residency.JP |
Lives in Japan | both |
| residency | plan.fact.residency.TH |
Lives in Thailand | both |
| residency | plan.fact.residency.IL |
Lives in Israel | both |
| residency | plan.fact.residency.TR |
Lives in Turkey | both |
| timing | plan.fact.timing.this_week |
Needed this week | both |
| timing | plan.fact.timing.this_month |
Needed this month | both |
| timing | plan.fact.timing.within_three_months |
Within three months | both |
| timing | plan.fact.timing.later |
Not for three months or more | both |
| timing | plan.fact.timing.no_date |
No fixed date | both |
| decision maker | plan.fact.decision_maker.caller |
Caller decides | both |
| decision maker | plan.fact.decision_maker.colleague |
A colleague books or decides | both |
| decision maker | plan.fact.decision_maker.partner_or_family |
Decides with family | both |
| decision maker | plan.fact.decision_maker.director_or_owner |
Director or owner decides | both |
| decision maker | plan.fact.decision_maker.accountant |
Accountant involved | both |
| funding account | plan.fact.funding_account.own_account |
Pays from own account | both |
| funding account | plan.fact.funding_account.company_account |
Pays from company account | both |
| funding account | plan.fact.funding_account.third_party |
Someone else pays | both |
| documents status | plan.fact.documents_status.complete |
Documents complete | both |
| documents status | plan.fact.documents_status.proof_of_address_outstanding |
Proof of address to come | both |
| documents status | plan.fact.documents_status.id_outstanding |
ID to come | both |
| documents status | plan.fact.documents_status.company_documents_outstanding |
Company documents to come | both |
| documents status | plan.fact.documents_status.source_of_funds_requested |
Source of funds asked for | both |
| current provider | plan.fact.current_provider.bank |
Uses their bank now | both |
| current provider | plan.fact.current_provider.wise |
Uses Wise now | both |
| current provider | plan.fact.current_provider.revolut |
Uses Revolut now | both |
| current provider | plan.fact.current_provider.other_broker |
Uses another broker | both |
| rate expectation | plan.fact.rate_expectation.has_target_rate |
Has a target rate | both |
| rate expectation | plan.fact.rate_expectation.wants_best_rate_now |
Wants the best rate now | both |
| rate expectation | plan.fact.rate_expectation.waiting_for_better_rate |
Waiting for a better rate | both |
| rate expectation | plan.fact.rate_expectation.no_view |
No view on the rate | both |
Move headlines
| Move | Headline | Scenario |
|---|---|---|
resolve the issue firstheadline.resolve_the_issue_first |
Client has a problem with a payment | Customer success |
give status with specificsheadline.give_status_with_specifics |
Client asks where their money is | Customer success |
explain document requestheadline.explain_document_request |
Client is annoyed by a document request | Customer success |
review upcoming exposureheadline.review_upcoming_exposure |
Upcoming payments are not known yet | Customer success |
offer forward for known future paymentheadline.offer_forward_for_known_future_payment |
Client has a big payment coming up | Customer success |
offer alert or market orderheadline.offer_alert_or_market_order |
Client wants to wait for a better rate | Customer success |
set up recurring or batchheadline.set_up_recurring_or_batch |
Client sends the same payments one by one | Customer success |
add user accessheadline.add_user_access |
A colleague also needs to book payments | Customer success |
handle rate complaintheadline.handle_rate_complaint |
Client says the rate has got worse | Customer success |
handle service complaintheadline.handle_service_complaint |
Client is unhappy with how we handled it | Customer success |
reengage dormant with a reasonheadline.reengage_dormant_with_a_reason |
Client hasn't traded in a while | Customer success |
accept no need gracefullyheadline.accept_no_need_gracefully |
Client has no transfers planned | Customer success |
agree next stepheadline.agree_next_step |
Client is ready for the next step | both |
open with agendaheadline.open_with_agenda |
Client doesn't know what the call is for | Onboarding |
check serviceability firstheadline.check_serviceability_first |
Client lives or is registered abroad | Onboarding |
ask about the transferheadline.ask_about_the_transfer |
Client hasn't said what the transfer is for | Onboarding |
pin down timing and amountheadline.pin_down_timing_and_amount |
Amount and date of the transfer are unclear | Onboarding |
confirm funding accountheadline.confirm_funding_account |
Client hasn't said where the money comes from | Onboarding |
close the document gapheadline.close_the_document_gap |
Client still owes us a document | Onboarding |
explain who holds the moneyheadline.explain_who_holds_the_money |
Client asks if their money is safe | Onboarding |
show the rate against mid marketheadline.show_the_rate_against_mid_market |
Client asks how good our rate is | Onboarding |
explain settlement and cutoffheadline.explain_settlement_and_cutoff |
Client needs the money there by a date | Onboarding |
explain booking is bindingheadline.explain_booking_is_binding |
Client is about to book | Onboarding |
handle rate objectionheadline.handle_rate_objection |
Client says the rate is too high | Onboarding |
handle alternative providerheadline.handle_alternative_provider |
Client already uses a bank or Wise | Onboarding |
offer alert instead of waitingheadline.offer_alert_instead_of_waiting |
Client wants to wait for a better rate | Onboarding |
Concern headlines
| Concern | Headline | Scenario |
|---|---|---|
rateconcern.rate.headline |
Client thinks our rate is too high | both |
service issueconcern.service_issue.headline |
Client has a problem with a payment | Customer success |
settlement delayconcern.settlement_delay.headline |
Client's payment hasn't arrived | Customer success |
feesconcern.fees.headline |
Client is comparing our fees with their bank | both |
alternative providerconcern.alternative_provider.headline |
Client is looking at another provider | Customer success |
no need nowconcern.no_need_now.headline |
Client has nothing to send right now | Customer success |
trustconcern.trust.headline |
Client has doubts about us | Customer success |
moneyconcern.money.headline |
Client has a worry about cost | both |
processconcern.process.headline |
Client has a worry about the process | both |
safetyconcern.safety.headline |
Client is worried their money isn't safe | Onboarding |
timingconcern.timing.headline |
Client needs the money to land by a date | Onboarding |
trust in ctconcern.trust_in_ct.headline |
Client isn't sure who we are | Onboarding |
alternative providerconcern.alternative_provider.headline |
Client would rather use their bank or Wise | Onboarding |
process frictionconcern.process_friction.headline |
Client finds signing up a hassle | Onboarding |
jurisdictionconcern.jurisdiction.headline |
Client may be somewhere we can't serve | Onboarding |
Situation headlines and hints
A situation is one specific thing the client says inside a move. Its headline is shown as the client's ask; the hint tells the rep how to handle it before the approved points appear. Points only show when the client's turn fits the situation (like-for-like).
Onboarding
| Move | Situation | Headline | Hint |
|---|---|---|---|
| handle rate complaint | qualify the quote | Qualify the quote before you respondsituation.qualify_the_quote.headline |
Ask calmly, in order. You are not challenging them, you are finding out what they are actually holding.situation.qualify_the_quote.hint |
| handle rate complaint | no quote in hand | Can you do better than that?situation.no_quote_in_hand.headline |
Three beats, in order. Keep each one short: length reads as negotiation.situation.no_quote_in_hand.hint |
| handle rate complaint | competitor named | Company X gives me a better rate.situation.competitor_named.headline |
Run the four qualifying questions before you say anything else. Move the comparison from one quote to the last three trades.situation.competitor_named.hint |
| handle rate complaint | serial shopper | I'll just check what the others are doing.situation.serial_shopper.headline |
Price them for the time they cost, or let them go. Winning them at the floor is worse than losing them.situation.serial_shopper.hint |
| handle rate complaint | mid market comparison | Why am I getting less than Google says?situation.mid_market_comparison.headline |
Correct it once, briefly, and move to a comparison that can actually be made. If you argue the gap you are defending your margin on a call that was never about your margin.situation.mid_market_comparison.hint |
| handle rate complaint | bank matched | I spoke to my bank and they've matched you.situation.bank_matched.headline |
Do not argue the number. Test whether it survives.situation.bank_matched.hint |
| handle rate complaint | concession terms | If you do move on pricesituation.concession_terms.headline |
Get something on the call, not vaguely later.situation.concession_terms.hint |
| open with agenda | call just answered | Hello? Who's speaking?situation.call_just_answered.headline |
Name yourself and the reason for the call, then stop and let them answer.situation.call_just_answered.hint |
| check serviceability first | works abroad | I'm working abroad at the moment.situation.works_abroad.headline |
Only once they have said which country they work in; use that country.situation.works_abroad.hint |
| check serviceability first | uk address unclear | I don't live in the UK anymore.situation.uk_address_unclear.headline |
Ask it straight; don't guess from the application address.situation.uk_address_unclear.hint |
| ask about the transfer | amount not said | I'd like to send some money over.situation.amount_not_said.headline |
A rough figure is enough; don't press for an exact amount.situation.amount_not_said.hint |
| ask about the transfer | first transfer date not said | I know what I'm sending, not when.situation.first_transfer_date_not_said.headline |
Ask about the first transfer only; the rest can follow.situation.first_transfer_date_not_said.hint |
| pin down timing and amount | plans described no amount | I'll be sending money over the coming months.situation.plans_described_no_amount.headline |
Anchor on the next transfer: roughly how much, and when.situation.plans_described_no_amount.hint |
| confirm funding account | funding owner unclear | It might come from my husband's account.situation.funding_owner_unclear.headline |
Ask it openly, before explaining any rule about someone else's money.situation.funding_owner_unclear.hint |
| confirm funding account | bank abroad not named | I'll be sending it from my account abroad.situation.bank_abroad_not_named.headline |
Only once they have said which country they bank in; use that country.situation.bank_abroad_not_named.hint |
| close the document gap | documents outstanding next step | So what's the next step with the documents?situation.documents_outstanding_next_step.headline |
Tell them what happens next, then close on the email.situation.documents_outstanding_next_step.hint |
| close the document gap | selfie missing or rejected | I already sent you the selfie.situation.selfie_missing_or_rejected.headline |
Explain what the selfie must show, not why the last one failed.situation.selfie_missing_or_rejected.hint |
| explain who holds the money | is my money safe | Is my money protected with you?situation.is_my_money_safe.headline |
Answer the safety question directly; add no guarantees.situation.is_my_money_safe.hint |
| explain who holds the money | where do i send funds | Where do I actually send the money?situation.where_do_i_send_funds.headline |
Only when the activating partner is known; use that partner's bank and city.situation.where_do_i_send_funds.hint |
| explain settlement and cutoff | when will it arrive | How long does it take to arrive?situation.when_will_it_arrive.headline |
Give the rule for their currency, not a promise of a date.situation.when_will_it_arrive.hint |
| explain booking is binding | learning to quote and book | So I get a quote, then book?situation.learning_to_quote_and_book.headline |
As they reach the booking step, before they confirm anything.situation.learning_to_quote_and_book.hint |
| offer alert instead of waiting | waiting for a better rate | I'll hold off until the rate improves.situation.waiting_for_a_better_rate.headline |
Don't forecast the rate; offer the alert instead.situation.waiting_for_a_better_rate.hint |
| offer alert instead of waiting | waiting but has a date | I'd wait, but I have a deadline.situation.waiting_but_has_a_date.headline |
Only when they have a date the money must arrive by.situation.waiting_but_has_a_date.hint |
| agree next step | activation next steps | So what happens now?situation.activation_next_steps.headline |
Close on who does what next; keep it short.situation.activation_next_steps.hint |
Customer success
| Move | Situation | Headline | Hint |
|---|---|---|---|
| resolve the issue first | cancel payment at own bank | My bank won't let me change it.situation.cancel_payment_at_own_bank.headline |
Only for a payment still with their own bank, not one we hold.situation.cancel_payment_at_own_bank.hint |
| give status with specifics | where is my money | Will they have the money today?situation.where_is_my_money.headline |
Check the trade status first; read only the line that matches it.situation.where_is_my_money.hint |
| explain document request | which statement needed | What exactly do you need, a bank statement?situation.which_statement_needed.headline |
Name exactly what the document must show.situation.which_statement_needed.hint |
| explain document request | invoice needed for payment | What's the problem with my payment?situation.invoice_needed_for_payment.headline |
Name the payee from the trade on your screen.situation.invoice_needed_for_payment.hint |
| review upcoming exposure | upcoming payments unknown | That's all sorted now, thanks.situation.upcoming_payments_unknown.headline |
Ask once the live issue is dealt with.situation.upcoming_payments_unknown.hint |
| review upcoming exposure | payment mentioned no amount | I'll be doing more of these soon.situation.payment_mentioned_no_amount.headline |
A rough figure is enough.situation.payment_mentioned_no_amount.hint |
| offer forward for known future payment | future payment rate worry | What if the rate moves before I pay?situation.future_payment_rate_worry.headline |
Only for a payment weeks or months away, not days.situation.future_payment_rate_worry.hint |
| offer forward for known future payment | putting off booking | I'll check it again tomorrow.situation.putting_off_booking.headline |
Ask once; if they want to wait, leave it with them.situation.putting_off_booking.hint |
| offer alert or market order | waiting for target rate | I'm waiting for the rate to go up.situation.waiting_for_target_rate.headline |
Never while they are pushing back on our rate.situation.waiting_for_target_rate.hint |
| set up recurring or batch | same payments every month | It's the same payment every month.situation.same_payments_every_month.headline |
Only for payments that repeat to the same people.situation.same_payments_every_month.hint |
| set up recurring or batch | several payments at once | I pay several suppliers at once.situation.several_payments_at_once.headline |
Only when they pay several people at the same time.situation.several_payments_at_once.hint |
| add user access | someone else books payments | My bookkeeper usually does the payments.situation.someone_else_books_payments.headline |
Offer it; don't push extra users.situation.someone_else_books_payments.hint |
| add user access | wants a second approver | Can someone else check payments before they go?situation.wants_a_second_approver.headline |
Only when they want a check before payments go out.situation.wants_a_second_approver.hint |
| handle rate complaint | qualify the quote | Qualify the quote before you respondsituation.qualify_the_quote.headline |
Ask calmly, in order. You are not challenging them, you are finding out what they are actually holding.situation.qualify_the_quote.hint |
| handle rate complaint | no quote in hand | Can you do better than that?situation.no_quote_in_hand.headline |
Three beats, in order. Keep each one short: length reads as negotiation.situation.no_quote_in_hand.hint |
| handle rate complaint | competitor named | Company X gives me a better rate.situation.competitor_named.headline |
Run the four qualifying questions before you say anything else. Move the comparison from one quote to the last three trades.situation.competitor_named.hint |
| handle rate complaint | serial shopper | I'll just check what the others are doing.situation.serial_shopper.headline |
Price them for the time they cost, or let them go. Winning them at the floor is worse than losing them.situation.serial_shopper.hint |
| handle rate complaint | mid market comparison | Why am I getting less than Google says?situation.mid_market_comparison.headline |
Correct it once, briefly, and move to a comparison that can actually be made. If you argue the gap you are defending your margin on a call that was never about your margin.situation.mid_market_comparison.hint |
| handle rate complaint | bank matched | I spoke to my bank and they've matched you.situation.bank_matched.headline |
Do not argue the number. Test whether it survives.situation.bank_matched.hint |
| handle rate complaint | concession terms | If you do move on pricesituation.concession_terms.headline |
Get something on the call, not vaguely later.situation.concession_terms.hint |
| handle service complaint | calling back about a complaint | Is this about my email?situation.calling_back_about_a_complaint.headline |
Open with it, then let them tell you what went wrong.situation.calling_back_about_a_complaint.hint |
| reengage dormant with a reason | not traded for a while | I haven't used it in a while.situation.not_traded_for_a_while.headline |
Ask why they stopped; don't pitch yet.situation.not_traded_for_a_while.hint |
| accept no need gracefully | no transfers planned | Nothing planned at the moment.situation.no_transfers_planned.headline |
Accept it and end warmly; no pitch.situation.no_transfers_planned.hint |
| agree next step | ready to book after a fix | I'll log on and do the trade now.situation.ready_to_book_after_a_fix.headline |
Only once the thing that blocked the booking is fixed.situation.ready_to_book_after_a_fix.hint |
| agree next step | choosing a delivery date | Which delivery date do I pick?situation.choosing_a_delivery_date.headline |
Only when they are on the booking screen asking about the date.situation.choosing_a_delivery_date.hint |
Caution notes
| Flag | Note | Scenario |
|---|---|---|
rep made guaranteecaution.rep_made_guarantee |
That sounded like a guarantee. | both |
rep made rate predictioncaution.rep_made_rate_prediction |
That sounded like a rate prediction. | both |
rep improved rate unaskedcaution.rep_improved_rate_unasked |
That moved the price for nothing. Get something on the call for it. | both |
rep explained spreadcaution.rep_explained_spread |
That explained our margin. Compare what lands instead. | both |
rep said standard for volumecaution.rep_said_standard_for_volume |
'Standard for your volume' says somebody gets a better price. | both |
rep rubbished competitorcaution.rep_rubbished_competitor |
Running them down makes us sound like the expensive option. | both |
rep went under bankcaution.rep_went_under_bank |
Don't go under the bank. Test whether their price survives. | both |
funding from third partycaution.funding_from_third_party |
The money may come from someone else's account. | Onboarding |
jurisdiction concerncaution.jurisdiction_concern |
Their country may stop us opening the account. | Onboarding |
booking without bindingcaution.booking_without_binding |
They agreed to book before hearing it is binding. | Onboarding |
Rate pressure
| id | Text | Scenario |
|---|---|---|
plan.rate_pressure.title |
Rate pressure | both |