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1 | 1 | { |
2 | 2 | "metadata": { |
3 | | - "event_id": "00000000-0000-4000-8000-956047064724", |
4 | | - "request_id": "00000000-0000-4000-8000-000000000001", |
5 | | - "timestamp": "2026-08-08T00:00:00Z", |
| 3 | + "event_id": "8be552fd-3e06-48ec-95e5-65df7b2bb9fe", |
| 4 | + "group_id": "d15ce9f7-f937-4aef-929b-c848a8cc795c", |
| 5 | + "is_required_action": true, |
| 6 | + "is_volatile": false, |
| 7 | + "request_id": "7920bfdc-99e2-4682-a270-2ba0da10a150", |
6 | 8 | "source": { |
7 | | - "role": "agent" |
| 9 | + "role": "agent", |
| 10 | + "user_id": "100000000000000001" |
8 | 11 | }, |
9 | | - "is_volatile": false |
| 12 | + "timestamp": "2026-08-08T13:48:53Z" |
10 | 13 | }, |
11 | | - "type": "session:form_to_user", |
12 | 14 | "payload": { |
13 | | - "session_id": "1900000000000000001", |
14 | | - "message_id": "1900000000000000101", |
15 | | - "type": "session:form_to_user", |
16 | 15 | "data": { |
17 | | - "message_to_user": "I need your account details.", |
18 | 16 | "form": { |
19 | 17 | "fields": [ |
20 | 18 | { |
21 | | - "name": "account_number", |
22 | | - "type": "text", |
23 | | - "label": "Account number", |
| 19 | + "description": "The full legal name of the account holder on your Xfinity bill.", |
| 20 | + "is_required": true, |
| 21 | + "name": "Account Holder Full Name", |
| 22 | + "pii_level": "L1", |
| 23 | + "placeholder": "[redacted]", |
| 24 | + "prefilled": "[redacted]", |
| 25 | + "source": "knowledge_base", |
| 26 | + "type": "text" |
| 27 | + }, |
| 28 | + { |
| 29 | + "description": "Gender of the primary account holder, required by Xfinity customer service representatives for identity authentication during phone calls.", |
| 30 | + "is_required": true, |
| 31 | + "name": "Legal Gender", |
| 32 | + "options": [ |
| 33 | + "[redacted]", |
| 34 | + "[redacted]", |
| 35 | + "[redacted]" |
| 36 | + ], |
| 37 | + "pii_level": "L1", |
| 38 | + "placeholder": "[redacted]", |
| 39 | + "prefilled": "[redacted]", |
| 40 | + "source": "knowledge_base", |
| 41 | + "type": "radio" |
| 42 | + }, |
| 43 | + { |
| 44 | + "description": "The email address associated with your Xfinity account for identity verification.", |
| 45 | + "is_required": true, |
| 46 | + "name": "Email Address", |
| 47 | + "pii_level": "L2", |
| 48 | + "placeholder": "[redacted]", |
| 49 | + "prefilled": "[redacted]", |
| 50 | + "source": "knowledge_base", |
| 51 | + "type": "text" |
| 52 | + }, |
| 53 | + { |
| 54 | + "description": "The phone number linked to your Xfinity account.", |
| 55 | + "is_required": true, |
| 56 | + "name": "Phone Number", |
| 57 | + "pii_level": "L2", |
| 58 | + "placeholder": "[redacted]", |
| 59 | + "prefilled": "[redacted]", |
| 60 | + "source": "knowledge_base", |
| 61 | + "type": "text" |
| 62 | + }, |
| 63 | + { |
| 64 | + "description": "Complete service address including street, unit, city, state, and ZIP code where your Xfinity service is installed.", |
| 65 | + "is_required": true, |
| 66 | + "name": "Service Address", |
| 67 | + "pii_level": "L3", |
| 68 | + "placeholder": "[redacted]", |
| 69 | + "prefilled": "[redacted]", |
| 70 | + "source": "knowledge_base", |
| 71 | + "type": "text" |
| 72 | + }, |
| 73 | + { |
| 74 | + "description": "Your 16-digit Xfinity residential account number (usually starts with 8).", |
| 75 | + "is_required": true, |
| 76 | + "name": "Xfinity Account Number", |
| 77 | + "pii_level": "L2", |
| 78 | + "placeholder": "[redacted]", |
| 79 | + "prefilled": "[redacted]", |
| 80 | + "source": "knowledge_base", |
| 81 | + "type": "text" |
| 82 | + }, |
| 83 | + { |
| 84 | + "description": "Your 4-digit Xfinity security PIN or account passcode used for phone authentication.", |
| 85 | + "is_required": true, |
| 86 | + "name": "Xfinity Account Security PIN", |
| 87 | + "pii_level": "L3", |
| 88 | + "placeholder": "[redacted]", |
| 89 | + "prefilled": "[redacted]", |
| 90 | + "source": "knowledge_base", |
| 91 | + "type": "text" |
| 92 | + }, |
| 93 | + { |
| 94 | + "description": "The last 4 digits of the payment card on file or Social Security Number for secondary verification.", |
24 | 95 | "is_required": true, |
25 | | - "pii_level": "high" |
| 96 | + "name": "Last Four Digits of Payment Card or SSN", |
| 97 | + "pii_level": "L2", |
| 98 | + "placeholder": "[redacted]", |
| 99 | + "prefilled": "[redacted]", |
| 100 | + "source": "knowledge_base", |
| 101 | + "type": "text" |
| 102 | + }, |
| 103 | + { |
| 104 | + "description": "Your current Xfinity internet plan speed or bundled packages (e.g., Gigabit Extra 1.2 Gbps, Blast 800 Mbps, or Internet + TV bundle).", |
| 105 | + "is_required": true, |
| 106 | + "name": "Current Internet Plan or Package", |
| 107 | + "pii_level": "L1", |
| 108 | + "placeholder": "[redacted]", |
| 109 | + "prefilled": "[redacted]", |
| 110 | + "source": "knowledge_base", |
| 111 | + "type": "text" |
| 112 | + }, |
| 113 | + { |
| 114 | + "description": "Sharing a recent PDF bill or screenshot can help identify active line-item fees, equipment rentals, and regional promo codes.", |
| 115 | + "is_required": true, |
| 116 | + "name": "Bill Sharing Option", |
| 117 | + "options": [ |
| 118 | + "[redacted]", |
| 119 | + "[redacted]" |
| 120 | + ], |
| 121 | + "pii_level": "L1", |
| 122 | + "placeholder": "[redacted]", |
| 123 | + "prefilled": "[redacted]", |
| 124 | + "source": "agent", |
| 125 | + "type": "radio" |
| 126 | + }, |
| 127 | + { |
| 128 | + "description": "Xfinity offers an extra $10/month discount if enrolled in bank account autopay (ACH) versus a credit/debit card.", |
| 129 | + "is_required": true, |
| 130 | + "name": "Autopay Method Preference", |
| 131 | + "options": [ |
| 132 | + "[redacted]", |
| 133 | + "[redacted]", |
| 134 | + "[redacted]" |
| 135 | + ], |
| 136 | + "pii_level": "L1", |
| 137 | + "placeholder": "[redacted]", |
| 138 | + "prefilled": "[redacted]", |
| 139 | + "source": "knowledge_base", |
| 140 | + "type": "radio" |
| 141 | + }, |
| 142 | + { |
| 143 | + "description": "Xfinity rate agreements often come with 1-year or 5-year price guarantee terms.", |
| 144 | + "is_required": true, |
| 145 | + "name": "Price Guarantee Term Preference", |
| 146 | + "options": [ |
| 147 | + "[redacted]", |
| 148 | + "[redacted]", |
| 149 | + "[redacted]" |
| 150 | + ], |
| 151 | + "pii_level": "L1", |
| 152 | + "placeholder": "[redacted]", |
| 153 | + "prefilled": "[redacted]", |
| 154 | + "source": "knowledge_base", |
| 155 | + "type": "radio" |
| 156 | + }, |
| 157 | + { |
| 158 | + "description": "If your current premium tier cannot be reduced to $50/mo, are you open to adjusting your speed tier or removing unneeded add-ons?", |
| 159 | + "is_required": true, |
| 160 | + "name": "Speed and Package Flexibility", |
| 161 | + "options": [ |
| 162 | + "[redacted]", |
| 163 | + "[redacted]", |
| 164 | + "[redacted]" |
| 165 | + ], |
| 166 | + "pii_level": "L1", |
| 167 | + "placeholder": "[redacted]", |
| 168 | + "prefilled": "[redacted]", |
| 169 | + "source": "agent", |
| 170 | + "type": "radio" |
| 171 | + }, |
| 172 | + { |
| 173 | + "description": "If Xfinity retention reps cannot meet $50/mo exactly, select all acceptable backup choices.", |
| 174 | + "is_required": true, |
| 175 | + "name": "Negotiation Flexibility Alternatives", |
| 176 | + "options": [ |
| 177 | + "[redacted]", |
| 178 | + "[redacted]", |
| 179 | + "[redacted]", |
| 180 | + "[redacted]" |
| 181 | + ], |
| 182 | + "pii_level": "L1", |
| 183 | + "placeholder": "[redacted]", |
| 184 | + "prefilled": "[redacted]", |
| 185 | + "source": "agent", |
| 186 | + "type": "multiselect" |
26 | 187 | } |
27 | | - ], |
28 | | - "is_submitted": false |
29 | | - } |
30 | | - } |
31 | | - } |
| 188 | + ] |
| 189 | + }, |
| 190 | + "message_to_user": "I'm on it! I've sent over a quick form to get your Xfinity account details and preferred autopay options so we can start negotiating that bill down to $50." |
| 191 | + }, |
| 192 | + "message_id": "816306070082297856", |
| 193 | + "revision": "3009087", |
| 194 | + "session_id": "1900000000000000001", |
| 195 | + "type": "session:form_to_user" |
| 196 | + }, |
| 197 | + "type": "session:form_to_user" |
32 | 198 | } |
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