Kraa · Wave 1 fixes

Wave 1 fixes

Logic updates

Hotel/TPP scenario

New tag: booking_confirmation_request by hotel -> email to client with request to contact hotel
New tags: attachments_included , cancellation_request , category_amendment_request escalate ticket to agent
If paid services are mentioned, email will include notification that prices are actual only in case of payment on the spot.
Encoded emails/phones (like —@—.com) are not forwarded to client

Client scenario

Tickets with completed bookings (check-in date < today) are removed from automation
New tag: major_booking_modification . This tag indicates incorrectly categorised tickets, mostly created by partners. Now such tickets will be escalated to agents.

New tag: hotel_contacts_request. Hotel contacts are communicated to client if this tag is present.
New tag: related_booking_mention . Filtering such requests until special handling logic is introduced.

New tag: financial_document_request to escalate to agent as ETG-related question. Replaced more narrow tag invoice that did not cover all such cases.
New hotel response tag redirect_to_supplier is now considered as bad tag to escalate to agent.
New tag bonus_points_inquiry indicating ETG-related question that is now escalated to agent.

Bug fixes

Hotel/TPP

No longer flooding hotels with reminder emails after they answered. This was caused by bigger problem that is now fixed and expected to increase automation rate %.

Client

When hotel email is empty, Camunda does not start to process ticket.

Other

Reworked Camunda error notifications in Slack, they are much more informative now

Simplified diagrams by adding abstract methods to avoid bloating BPMNs
- Messaging with separate method
- Unified client subject & email bottom definition in separate process