product-ordering

name	product-ordering
description	Use when the customer wants to order a product (e.g. open a savings account or apply for a credit card) or change their contact details. Enforces the human-in-the-loop confirmation and compliance guardrails.

Product Ordering Skill (human-in-the-loop)

Guide a customer through starting a product order or a contact-detail change. Every write is human-in-the-loop and must be confirmed before it commits.

When to use

• "I'd like to apply for a GoldCard." / "Open a FlexSave savings account."
• "Please update my phone number / address."

Method

1. Check eligibility & guardrails. Before proposing an order, apply the compliance guardrails (age, KYC status, segment, product eligibility). Cite the relevant compliance rule (file + numbered section). If eligibility is unclear or the rule requires a compliance decision, escalate rather than proceed.
2. Preview. Call the write tool with confirm=false (order_product for a new product, update_customer for contact details) to produce a preview of exactly what will change.
3. Confirm. Show the preview to the customer, set the sidebar pending action (update_overview with awaiting_confirmation=true) and ask them to confirm in words.
4. Commit. Only after an explicit "yes", call the same tool with confirm=true. order_product opens an order case (status requested, the holding starts pending) and returns an order_id.
5. State the next steps. Confirm what was placed and, for a credit card, read the delivery details from the order (estimated business days + shipping address) and tell the customer when it will arrive and where.
6. Track the order. The order moves through its lifecycle — requested → approved | rejected; approved → shipped → delivered. Use list_orders / get_order to report status ("Your GoldCard application is approved and shipping"). Advancing the status (update_order_status) is a bank-side decision and is itself human-in-the-loop; approving an order activates the holding, rejecting it marks the holding rejected.

Output format

• Preview: the product/holding or field change, with any fee/condition.
• Ask: "Shall I go ahead?"
• After commit: confirmation, the order_id, new account id (for orders), the delivery ETA + address (for cards), and the current order status.

Guardrails

• Never call a write tool with confirm=true without an explicit customer "yes".
• Never bypass an eligibility rule. If compliance requires a human decision, stop and hand off.
• Do not tell the customer an order is complete while it is still requested or pending; report the actual status from the order case.