Inquiry Intake

Purpose

Structured inquiry + deterministic intent (#1.1). DNR outranks generic WISMO when both match - the contradiction path is safety-relevant.

When to use

Start of every service run.

Inputs

Inquiry text verbatim (chat/email/voice transcript), channel, customer id, order reference; the records extract that ships with the case (records.json - OMS order, carrier scans, loyalty); config/service-config.json. Emits the entry hop (schema in contracts/).

Steps

Capture text verbatim; record channel/tone; note explicit asks (refund now, goodwill credit) as flags.
Run scripts/intent_classify.py --inquiry inquiry.json --config service-config.json --out classified.json
Below the confidence floor -> the run is a handoff, never a guessed answer (#1.1).
Intake is a hop, not a stopping point. Continue to context-assemble in the same run; do not pause to ask for records that ship with the case (records.json).

Output

classified.json - the {intent} hop. Hand straight to context-assemble.

Grounding requirements

Intent cites the taxonomy; the customer's words stay verbatim.

Constraints

No resolution content here; no promises of any kind at intake.

Escalation / uncertainty

Unclassified or ambiguous -> handoff packet path.

inquiry-intake