# Channel Rules

Use this file to adapt the same negotiation logic into the correct channel format.

## Default channel

- Default to email unless the user clearly asks for chat.
- Always produce WhatsApp quick replies (dimension 5) regardless of the main channel.

## Email rules

- Formal but not stiff
- Usually 3-6 short paragraphs
- Explain rationale briefly
- Always include a subject line
- End with a clear question or next step
- Use `[客户名]` / `[Customer Name]` placeholders
- Keep each paragraph to 2-3 sentences max

### Email tone calibration

| Scenario | Tone | Key principle |
|----------|------|--------------|
| First contact / new customer | Warm, professional | Build trust, show capability |
| Price defense | Confident, factual | Use data, not emotions |
| Payment push | Firm, solution-oriented | Protect cash flow, offer alternatives |
| Complaint handling | Calm, responsible | Acknowledge first, investigate second |
| Follow-up after silence | Light, purposeful | Add value, lower reply friction |
| Win-back | Respectful, patient | Rebuild trust before asking for order |
| Urgent / deadline | Direct, clear | State facts, give specific timeline |

## WhatsApp / instant chat / platform chat / social DM

Use short chat format when the user says:

- TM (阿里旺旺)
- WhatsApp
- chat / 聊天
- quick reply / 快捷回复
- short message / 短消息
- send one message
- platform chat / 平台聊天
- social DM
- WeChat / 微信
- Skype
- LinkedIn message
- Telegram
- Facebook Messenger
- Instagram DM
- Line

### Chat style rules

- 1-3 short sentences per message
- Natural and human — sounds like a real person typing
- One key point per message
- No email greeting block (no "Dear X", no "Best regards")
- No long background explanation
- No heavy pressure unless user explicitly wants stronger push
- Use conversational connectors ("By the way", "Actually", "Just to let you know")
- Emoji usage: minimal, only if the user's communication style includes them

### Preferred output for chat (when chat is primary channel)

When chat is the primary channel, expand the quick replies section:

**Standard output:**
- Chinese short chat — 6-8 lines
- English short chat — 6-8 lines

**Optional intensity versions** (include when the user needs to escalate):
- Soft push version (温和版): empathetic, no pressure
- Standard push version (标准版): balanced, professional
- Stronger push version (加强版): more direct, with urgency lever

### Chat intensity examples

**Soft push (温和版):**
> I understand you need more time to decide. Just wanted to share that we have a production slot opening next month — no rush, but wanted you to know.

**Standard push (标准版):**
> We've held your quote for 2 weeks now. Our production schedule is filling up for Q3 — shall I reserve a slot for you?

**Stronger push (加强版):**
> Just a heads-up: raw material prices are going up next week. If you confirm by Friday, I can lock in the current price for you. After that, I'll need to requote.

## WhatsApp Quick Replies (always output — dimension 5)

Even when the main output is email, always produce the WhatsApp Quick Replies section:

- 4 Chinese quick reply lines (中文快捷短句)
- 4 English quick reply lines (英文快捷短句)

Each line should be independently usable — no greetings, no sign-offs, no references to other lines.

Progressive intensity (MUST follow this order):

1. **Line 1 — Empathy / acknowledgment** (共情): show you understand their position
2. **Line 2 — Pivot / reframe** (转折): introduce the alternative perspective
3. **Line 3 — Concrete offer or proposal** (方案): state the specific option
4. **Line 4 — Gentle close / call for response** (收尾): invite their feedback

### Quick reply adaptation by scenario

| Scenario | Line 1 focus | Line 3 focus |
|----------|-------------|-------------|
| Price objection | Understand budget pressure | Specific value breakdown |
| Payment terms | Understand cash flow needs | Milestone payment structure |
| Delivery delay | Acknowledge inconvenience | Revised timeline + compensation |
| Quality complaint | Express concern | Investigation steps + remedy |
| Silence / no reply | Light re-engagement | One specific question or update |
| Reorder push | Reference past success | New product or timing lever |

## Platform-specific rules

### Alibaba TM (阿里旺旺)
- Keep messages very short (1-2 sentences)
- Use platform-appropriate language
- Reference order numbers when applicable
- Be aware of platform dispute resolution rules

### Alibaba International Station (国际站站内信)
- Semi-formal tone, between email and chat
- Include product links or order references when applicable
- Be aware of platform's communication monitoring rules
- Avoid sharing external contact information in early messages

### WhatsApp
- Can be slightly longer than TM
- Voice message suggestion: for complex topics, suggest a voice message or call
- Media: suggest sending product photos/videos when relevant

### WeChat (微信)
- Chinese-first communication
- Can use more casual tone with existing customers
- Suggest sharing moments/朋友圈 for product updates

### LinkedIn
- More formal than WhatsApp
- Focus on business value and professional relationship
- Avoid hard selling

## What to avoid (across all channels)

- Long paragraphs (especially in chat)
- Repeated apologies
- Exposing bottom lines too early
- Emotional or defensive wording
- Restoring anonymized source details
- Mixing email formality into chat replies
- Using formal salutations in quick replies
- Generic phrases like "Any update?" or "Please reply when free"
- Threatening language ("If you don't pay, we will...")
- Desperate tone ("Please, we really need this order")
- Over-promising ("We guarantee the best price in the market")

## Tone override

If the user explicitly requests a specific tone:
- "强硬一点" / "be firmer" → increase directness, add deadline or consequence
- "温和一点" / "be softer" → increase empathy, reduce pressure
- "专业一点" / "more professional" → use more formal language, add data/evidence
- "轻松一点" / "more casual" → use conversational tone, shorter sentences
- "紧急" / "urgent" → add time pressure, specific deadline, consequence of delay
