Appendix A: Dialogflow CX Training Phrase Examples¶

Project: KidsWear India - Cisco Webex Contact Center Deployment
Document Type: Technical Appendix - AI/CCAI Implementation
Version: 1.0
Date: March 2026
Related Chapter: Chapter 7: AI/CCAI & Advanced Features

Purpose¶

This appendix provides comprehensive training phrase examples for all 30+ intents in the KidsWear India Dialogflow CX virtual agent. These training phrases are specifically designed for the Indian retail market, including Hinglish variations and culturally appropriate expressions.

Intent: `greeting.hello`¶

Purpose: Welcome customers and establish rapport

Training Phrases (20):

# English
- Hello
- Hi
- Good morning
- Good afternoon
- Good evening
- Hey there
- Greetings

# Hinglish (Hindi + English)
- Namaste
- Hello, kaise hain aap?
- Hi, how are you?
- Namaste, main help chahiye
- Hello, mujhe kuch puchna hai

# Regional variations
- Vanakkam (Tamil)
- Namaskar (Marathi)
- Sat Sri Akal (Punjabi)
- Nomoskar (Bengali)

# Casual/informal
- Hey
- Hii
- Hlo

Response Template:

Hello! Welcome to KidsWear India. I'm here to help you with:
• Order tracking and status
• Product information and availability
• Returns and exchanges
• Account management

How can I assist you today?

Follow-up Intents: order.status, product.inquiry, return.request, agent.handoff

Intent: `greeting.goodbye`¶

Purpose: Polite conversation closure

Training Phrases (15):

# English
- Goodbye
- Bye
- Thank you, bye
- Thanks for your help
- That's all I needed
- I'm done
- Exit
- End chat

# Hinglish
- Bye, dhanyavaad
- Thank you, bye bye
- Bas itna hi chahiye tha
- Shukriya, ab main jaata/jaati hoon

# Casual
- Byee
- Tata
- Cya

Response Template:

Thank you for contacting KidsWear India! We hope we've been helpful today.

• Your order number: {ORDER_NUMBER} (if applicable)
• Support ticket: {TICKET_ID} (if created)
• Rate this conversation: [1-5 stars]

Have a wonderful day! 👶👧👦

Intent: `greeting.help`¶

Purpose: Show available options when customer is unsure

Training Phrases (18):

# Direct help requests
- Help
- Help me
- I need help
- Can you help
- What can you do
- What can I ask
- Show options
- Main menu

# Hinglish
- Mujhe help chahiye
- Aap kya kar sakte ho
- Options dikhao
- Menu

# Confused/frustrated
- I don't know what to do
- I'm stuck
- Where do I start
- This is confusing
- Nothing is working

Response Template:

I can help you with:

🛍️ Orders
• Track my order
• Modify or cancel order
• Order status

👕 Products
• Size guide
• Product availability
• Price information
• Product recommendations

🔄 Returns & Exchanges
• Return policy
• Initiate return
• Exchange for different size/color

👤 Account
• Update address
• Reset password
• Loyalty points

💳 Payments
• Payment methods
• Refund status
• Apply coupon code

📞 Talk to Agent
• Speak with customer service

What would you like help with?

2. Order Management Intents¶

Intent: `order.status`¶

Purpose: Check order delivery status and tracking

Training Phrases (30):

# Direct queries
- Where is my order
- Track my order
- Order status
- Check order status
- What is my order status
- Is my order shipped
- Has my order shipped
- When will my order arrive
- Delivery status
- Package location

# With order number
- Order 12345 status
- Track order 12345
- Where is order number 12345
- Status of ORD-12345
- Check ORD-12345

# Hinglish
- Mera order kahan hai
- Order ka status kya hai
- Delivery kab hogi
- Package kahan pohoncha
- Mera saman kab aayega

# Time-based concerns
- I ordered last week, where is it
- It's been 5 days, still waiting
- Order hasn't arrived yet
- When will I get my delivery
- Expected delivery date

# Frustrated
- My order is late
- Why is my order delayed
- This is taking too long
- I want to know where my order is

Required Entities: - @order_number (system entity: @sys.any) - @customer_email (optional, for lookup) - @customer_phone (optional, for lookup)

Response Template:

Let me check your order status for you.

Order Number: {ORDER_NUMBER}
Status: {ORDER_STATUS}
Current Location: {LOCATION}
Expected Delivery: {DELIVERY_DATE}
Tracking Link: {TRACKING_URL}

{If delayed}
We apologize for the delay. Your order is currently:
• {DELAY_REASON}
• Revised delivery: {NEW_DELIVERY_DATE}
• Compensation: {COMPENSATION_OFFER} (if applicable)

Would you like me to:
1. Send tracking details via SMS/email
2. Connect you with our delivery team
3. Process a cancellation

Webhook Integration:

# API Endpoint: POST /api/orders/track
# Request Body:
{
  "order_number": "ORD-12345",
  "email": "customer@example.com" # optional
}

# Response:
{
  "order_id": "ORD-12345",
  "status": "in_transit",
  "current_location": "Mumbai Distribution Center",
  "estimated_delivery": "2025-11-25",
  "tracking_url": "https://track.kidswear.com/ORD-12345",
  "carrier": "BlueDart",
  "awb_number": "BD123456789"
}

Intent: `order.modify`¶

Purpose: Change order details before shipment

Training Phrases (25):

# Change requests
- Change my order
- Modify order
- Update my order
- I want to change something
- Can I modify my order

# Specific changes
- Change delivery address
- Update address
- Change phone number
- Modify shipping address
- Update contact details

# Add/remove items
- Add item to order
- Remove item from order
- Can I add more items
- Delete one product from order

# Hinglish
- Order mein change karna hai
- Address change karo
- Ek item add karna hai
- Kuch modify karna hai

# Urgent/worried
- I entered wrong address
- Wrong phone number
- Need to change address urgently
- Mistake in order
- Ordered by accident

Required Entities: - @order_number - @modification_type (address, phone, items, quantity) - @new_value (depends on modification type)

Response Template:

I can help you modify order {ORDER_NUMBER}.

Current Order Details:
• Status: {ORDER_STATUS}
• Items: {ITEM_LIST}
• Delivery Address: {ADDRESS}

⚠️ Modification Eligibility:
{IF status = "pending" or "confirmed"}
✅ You can modify: Address, phone number, items
🕐 Modification deadline: {DEADLINE_TIME}

{IF status = "shipped"}
❌ Order already shipped. You can:
• Refuse delivery (full refund)
• Contact delivery partner for address change
• Process return after delivery

What would you like to modify?
1. Delivery address
2. Contact phone number
3. Add/remove items
4. Cancel entire order

Intent: `order.cancel`¶

Purpose: Cancel pending order

Training Phrases (20):

# Direct cancellation
- Cancel my order
- I want to cancel
- Cancel order 12345
- Stop my order
- Don't send my order

# Hinglish
- Order cancel karo
- Main order cancel karna chahta/chahti hoon
- Mera order cancel ho sakta hai
- Order raddh karo

# Reasons (optional context)
- Ordered by mistake
- Don't need it anymore
- Found better price elsewhere
- Delivery taking too long
- Wrong items ordered

# Urgent
- Cancel immediately
- Urgent cancellation
- Need to cancel now
- Stop the order right now

Required Entities: - @order_number - @cancellation_reason (optional, for analytics)

Response Template:

I'll help you cancel order {ORDER_NUMBER}.

Order Details:
• Order Date: {ORDER_DATE}
• Total Amount: ₹{AMOUNT}
• Payment Method: {PAYMENT_METHOD}
• Items: {ITEM_COUNT} items

Cancellation Eligibility:
{IF status = "pending" or "confirmed"}
✅ You can cancel with full refund
💰 Refund: ₹{AMOUNT} to {PAYMENT_METHOD}
⏱️ Refund timeline: 5-7 business days

{IF status = "shipped"}
❌ Cannot cancel (already shipped)
Alternative: Refuse delivery or initiate return

Proceed with cancellation?
[Yes, Cancel Order] [No, Keep Order]

{If confirmed}
✅ Order {ORDER_NUMBER} cancelled successfully!
📧 Confirmation email sent to {EMAIL}
💰 Refund of ₹{AMOUNT} will be processed in 5-7 days

Webhook Integration:

# API Endpoint: POST /api/orders/cancel
# Request Body:
{
  "order_number": "ORD-12345",
  "reason": "customer_request",
  "initiated_by": "customer"
}

# Response:
{
  "success": true,
  "order_id": "ORD-12345",
  "cancellation_id": "CAN-67890",
  "refund_amount": 2499.00,
  "refund_method": "original_payment",
  "refund_timeline": "5-7 business days",
  "confirmation_email": "customer@example.com"
}

3. Product Information Intents¶

Intent: `product.inquiry`¶

Purpose: Answer product-related questions

Training Phrases (35):

# General product info
- Tell me about this product
- Product details
- What is this product
- Product information
- Describe this item
- Product specifications

# Specific products (with entity)
- Tell me about blue jeans
- Information about red dress
- Details for school uniform
- What's special about organic cotton clothes

# Hinglish
- Is product ke baare mein batao
- Yeh kya hai
- Product details do
- Ismein kya special hai

# Comparisons
- Difference between product A and B
- Which one is better
- Compare these two products
- Should I buy this or that

# Features/materials
- What material is this
- Is this organic cotton
- Washing instructions
- Size chart
- Age group for this product

# Brand/quality
- Which brand is this
- Is this good quality
- Customer reviews
- Rating for this product

Required Entities: - @product_name or @product_id - @product_category (optional: clothes, footwear, accessories) - @age_range (optional: newborn, infant, toddler, etc.)

Response Template:

Product Information:

📦 {PRODUCT_NAME}
🏷️ Price: ₹{PRICE} (₹{ORIGINAL_PRICE} - {DISCOUNT}% off)
⭐ Rating: {RATING}/5 ({REVIEW_COUNT} reviews)

Key Features:
• Material: {MATERIAL}
• Available Sizes: {SIZE_OPTIONS}
• Available Colors: {COLOR_OPTIONS}
• Age Group: {AGE_RANGE}
• Care Instructions: {CARE_INSTRUCTIONS}

Stock Status:
{IF in_stock}
✅ In Stock - Delivery in {DELIVERY_DAYS} days
{ELSE}
⏳ Out of Stock - Next restock: {RESTOCK_DATE}

Customer Reviews Highlight:
"{TOP_REVIEW}"

Would you like to:
1. Add to cart
2. Check size guide
3. See similar products
4. Talk to expert

Intent: `product.availability`¶

Purpose: Check if product is in stock

Training Phrases (25):

# Availability checks
- Is this available
- In stock
- Do you have this product
- Available or not
- Can I buy this now
- Is this product available

# Size-specific
- Do you have size 2T
- Available in size 6
- Stock for XL size
- Size 4 available hai kya

# Color-specific
- Available in blue
- Do you have red color
- Blue color stock hai
- Red mein available hai

# Hinglish
- Yeh milega kya
- Stock mein hai
- Is size mein available hai
- Kab milega yeh

# Location-specific
- Available in Mumbai
- Stock in Delhi
- Can I get this in Bangalore

Required Entities: - @product_id or @product_name - @size (optional) - @color (optional) - @location (optional, for store pickup)

Response Template:

Availability for {PRODUCT_NAME}:

{IF available}
✅ In Stock!
• Available Sizes: {SIZE_LIST}
• Available Colors: {COLOR_LIST}
• Delivery: {DELIVERY_DAYS} days
• Price: ₹{PRICE}

{IF limited_stock}
⚠️ Limited Stock - Only {QUANTITY} left!
Hurry! This item is in high demand.

{IF out_of_stock}
❌ Currently Out of Stock
• Next Restock: {RESTOCK_DATE}
• Notify me when available? [Yes] [No]

Similar Products You May Like:
1. {ALT_PRODUCT_1} - ₹{PRICE_1}
2. {ALT_PRODUCT_2} - ₹{PRICE_2}

Would you like to:
• Reserve this item (available for 24 hours)
• Add to wishlist
• See similar products

Intent: `product.size_guide`¶

Purpose: Help customers choose correct size

Training Phrases (20):

# Size questions
- What size should I buy
- Size guide
- Size chart
- How to choose size
- Which size fits my child

# Age-based sizing
- Size for 2 year old
- What size for 5 year old
- Newborn size guide
- Toddler sizing

# Measurement-based
- My child is 3 feet tall
- Height 100 cm, which size
- Weight 15 kg, what size

# Hinglish
- Size kaise pata kare
- Mera bacha 3 saal ka hai
- Size chart dikhao

Response Template:

KidsWear India Size Guide:

Age-Based Quick Guide:
• 0-3 months: Newborn
• 3-12 months: 0-1 Year
• 1-3 years: Toddler (2T, 3T)
• 3-5 years: Preschool (4, 5)
• 6-12 years: School Age (6-12)

Detailed Size Chart:
[TABLE showing height, weight, chest, waist measurements]

💡 Pro Tips:
• If between sizes, size up for comfort
• Check product-specific sizing notes
• Cotton items may shrink 3-5%

Need help choosing?
• Enter child's age: ___
• Enter height (cm): ___
• Enter weight (kg): ___

I'll recommend the perfect size!

4. Returns & Refunds Intents¶

Intent: `return.policy`¶

Purpose: Explain return and exchange policy

Training Phrases (18):

# Policy questions
- What is your return policy
- Can I return this
- Return policy
- How to return
- Return rules
- Exchange policy

# Time-based
- How many days to return
- Return window
- Last date to return
- Can I return after 15 days

# Hinglish
- Return policy kya hai
- Main return kar sakta hoon
- Kitne din mein return ho sakta hai
- Exchange kaise kare

Response Template:

KidsWear India Return & Exchange Policy:

✅ Hassle-Free Returns Within 15 Days
• Full refund if product defective/wrong
• Exchange available for size/color
• Store credit option available

Return Eligibility:
✅ Product unused with tags intact
✅ Original packaging maintained
✅ Receipt/invoice available
✅ Purchased within last 15 days

❌ Non-Returnable Items:
• Undergarments & innerwear
• Products marked "Final Sale"
• Used/washed items
• Items without tags

Return Process:
1. Initiate return (online or phone)
2. Schedule pickup (free)
3. Quality check (1-2 days)
4. Refund processed (5-7 days)

Refund Options:
💳 Original payment method (5-7 days)
💰 Store credit (instant, 10% bonus)
🔄 Exchange (free, instant processing)

Ready to initiate a return?
[Start Return] [View My Orders]

Intent: `return.request`¶

Purpose: Initiate return/exchange request

Training Phrases (30):

# Return requests
- I want to return
- Return this product
- Initiate return
- Start return process
- Return my order
- Send back this item

# Reasons
- Product is defective
- Wrong size delivered
- Wrong color received
- Damaged product
- Not as described
- Don't like it

# Exchange requests
- Exchange for different size
- Change size
- Exchange for bigger size
- Get smaller size
- Different color please

# Hinglish
- Return karna hai
- Exchange chahiye
- Galat product aaya
- Size badalna hai
- Defective product mila

Required Entities: - @order_number - @return_reason - @return_type (refund, exchange, store_credit) - @item_id (if partial return)

Response Template:

I'll help you with the return for order {ORDER_NUMBER}.

Order Details:
• Order Date: {ORDER_DATE}
• Items: {ITEM_LIST}
• Total: ₹{AMOUNT}

Which item(s) would you like to return?
[Display items with checkboxes]

Return Reason:
[ ] Defective/damaged
[ ] Wrong size
[ ] Wrong item delivered
[ ] Not as described
[ ] Changed mind
[ ] Other: _______

Preferred Resolution:
( ) Full Refund (₹{AMOUNT} to original payment)
( ) Store Credit (₹{AMOUNT + BONUS} - get 10% extra!)
( ) Exchange (for different size/color)

Return Method:
✅ Free Pickup from your address
📅 Pickup Date: [Select date]
🕐 Pickup Time: [Select time slot]

Pickup Address:
{DELIVERY_ADDRESS}
[Edit Address]

Proceed with return?
[Confirm Return] [Cancel]

{If confirmed}
✅ Return Request #{RETURN_ID} Created!
📧 Email confirmation sent
📦 Pickup scheduled for {DATE}
💰 Refund: 5-7 days after quality check

Webhook Integration:

# API Endpoint: POST /api/returns/initiate
# Request Body:
{
  "order_number": "ORD-12345",
  "items": ["ITEM-1", "ITEM-2"],
  "reason": "wrong_size",
  "resolution_type": "refund",
  "pickup_date": "2025-11-25",
  "pickup_time": "10:00-12:00",
  "pickup_address": {...}
}

# Response:
{
  "return_id": "RET-67890",
  "status": "pending_pickup",
  "pickup_date": "2025-11-25",
  "refund_amount": 2499.00,
  "refund_timeline": "5-7 business days after quality check",
  "tracking_url": "https://return.kidswear.com/RET-67890"
}

5. Account Management Intents¶

Intent: `account.balance`¶

Purpose: Check loyalty points and rewards

Training Phrases (15):

# Points inquiry
- Check my points
- How many points do I have
- Loyalty points
- Reward balance
- My account balance

# Hinglish
- Mere points kitne hain
- Loyalty points check karo
- Balance dikhao

Response Template:

Your KidsWear Rewards Account:

💎 Current Points: {POINTS}
💰 Cash Value: ₹{CASH_VALUE}

Points Breakdown:
• Earned from purchases: {PURCHASE_POINTS}
• Bonus points: {BONUS_POINTS}
• Referral rewards: {REFERRAL_POINTS}
• Expiring soon: {EXPIRING_POINTS} on {EXPIRY_DATE}

Rewards Tier: {TIER} (Silver/Gold/Platinum)
• Current benefits: {BENEFITS_LIST}
• Next tier: {NEXT_TIER} ({POINTS_NEEDED} more points)

Redeem Your Points:
✅ ₹{VOUCHER_500} voucher for {POINTS_500} points
✅ ₹{VOUCHER_1000} voucher for {POINTS_1000} points
✅ ₹{VOUCHER_2000} voucher for {POINTS_2000} points

Would you like to:
• Redeem points now
• View points history
• Learn how to earn more

Intent: `account.password`¶

Purpose: Reset forgotten password

Training Phrases (12):

# Password reset
- Forgot password
- Reset password
- Can't login
- Password reset kaise kare
- I don't remember my password
- Change password

Response Template:

I'll help you reset your password.

Account Verification:
• Email: {EMAIL}
• Phone: {PHONE}

Reset Method:
( ) Send reset link via email
( ) Send OTP via SMS

{If email selected}
✅ Password reset link sent to {EMAIL}
• Check your inbox and spam folder
• Link valid for 24 hours
• Click link to create new password

{If SMS selected}
✅ OTP sent to {PHONE}
• Enter 6-digit OTP: [______]
• OTP valid for 10 minutes

Security Tips:
• Use 8+ characters
• Mix letters, numbers, symbols
• Don't reuse old passwords

6. Payment & Billing Intents¶

Intent: `payment.methods`¶

Purpose: Explain available payment options

Training Phrases (15):

# Payment questions
- What payment methods do you accept
- How can I pay
- Payment options
- Can I pay cash on delivery
- Credit card accepted
- UPI available

# Hinglish
- Payment kaise kare
- COD available hai
- Card se pay kar sakte hain

Response Template:

KidsWear India Payment Options:

💳 Credit/Debit Cards
✅ Visa, Mastercard, RuPay, Amex
✅ No extra charges
✅ 100% secure (PCI-DSS compliant)

📱 UPI
✅ PhonePe, Google Pay, Paytm
✅ Instant confirmation
✅ No charges

🏦 Net Banking
✅ All major banks
✅ NEFT/RTGS/IMPS

📦 Cash on Delivery (COD)
✅ Pay when you receive
⚠️ ₹50 COD fee for orders < ₹500
⚠️ Not available for orders > ₹25,000

💰 Wallets & EMI
✅ Paytm, Mobikwik, Amazon Pay
✅ EMI options on orders > ₹3,000

🎁 Other Options
✅ Gift cards
✅ Loyalty points redemption
✅ Corporate accounts

Choose payment at checkout!

Intent: `payment.refund_status`¶

Purpose: Track refund status after return

Training Phrases (20):

# Refund inquiries
- Where is my refund
- Refund status
- Has my refund been processed
- When will I get my money back
- Refund not received

# With return ID
- Refund for return 12345
- Check refund status RET-12345

# Hinglish
- Mera refund kab aayega
- Paise wapas kab milenge
- Refund ka status kya hai

Response Template:

Refund Status for Return #{RETURN_ID}:

📦 Return Status: {STATUS}
💰 Refund Amount: ₹{AMOUNT}
💳 Refund Method: {METHOD}

Timeline:
✅ Return picked up: {PICKUP_DATE}
✅ Quality check completed: {QC_DATE}
{IF approved}
✅ Refund initiated: {REFUND_DATE}
⏳ Expected in account: {EXPECTED_DATE}

{IF pending}
⏳ Refund will be processed within 5-7 business days

{IF rejected}
❌ Return rejected
Reason: {REJECTION_REASON}
• Item shows signs of use
• Tags removed
• Original packaging damaged

Contact Details:
📧 Email: {EMAIL}
📱 Phone: {PHONE}

Need help? Talk to refunds team?
[Contact Support]

7. Shipping & Delivery Intents¶

Intent: `shipping.estimate`¶

Purpose: Estimate delivery time for pincode

Training Phrases (18):

# Delivery questions
- How long for delivery
- Delivery time
- When will I get my order
- Shipping duration
- How many days for delivery

# Pincode-specific
- Delivery to pincode 400001
- Shipping to Mumbai
- How long to Bangalore
- Delivery time for Delhi

# Hinglish
- Kitne din mein delivery hogi
- Delivery time kya hai
- Mumbai mein kitne din

Required Entities: - @pincode - @city (optional)

Response Template:

Delivery Estimate for Pincode {PINCODE}:

📍 Location: {CITY}, {STATE}
✅ Serviceable Area

Standard Delivery:
📦 5-7 business days
💰 FREE for orders > ₹499
💰 ₹50 for orders < ₹499

Express Delivery:
⚡ 2-3 business days
💰 ₹150 (₹100 for orders > ₹999)

Same Day Delivery:
🚀 Available in select metro areas
💰 ₹250
⏰ Order before 12 PM for same-day

Note: Delivery times may vary during:
• Festivals (Diwali, Christmas)
• Sale periods
• Weather disruptions

Add items to cart to see exact delivery date!

Intent: `shipping.change_address`¶

Purpose: Update delivery address after order placed

Training Phrases (15):

# Address change
- Change delivery address
- Update address
- Wrong address entered
- Modify shipping address
- Address change karna hai

Response Template:

Address Change Request:

Order: {ORDER_NUMBER}
Current Status: {STATUS}

Current Address:
{CURRENT_ADDRESS}

{IF status = "pending" or "confirmed"}
✅ You can update the address

New Delivery Address:
[Address Form]
• Address Line 1: ________
• Address Line 2: ________
• City: ________
• State: ________
• Pincode: ________
• Phone: ________

[Update Address]

{IF status = "shipped"}
❌ Order already shipped

Options:
1. Contact delivery partner (details below)
2. Refuse delivery (full refund)
3. Arrange re-delivery to new address (+₹100)

Delivery Partner: {CARRIER}
Contact: {CARRIER_PHONE}
Tracking: {TRACKING_URL}

8. Customer Support Intents¶

Intent: `agent.request`¶

Purpose: Transfer to human agent

Training Phrases (25):

# Direct agent requests
- Talk to agent
- Speak to human
- Connect me to customer service
- I want to talk to someone
- Transfer to agent
- Live agent please

# Frustrated/escalation
- This bot is not helping
- I need real help
- Connect me to your manager
- Speak to supervisor
- This is not working

# Hinglish
- Agent se baat karni hai
- Kisi se baat karo
- Insaan chahiye, bot nahi
- Customer care se connect karo

# Polite
- May I speak with an agent
- Could you transfer me
- I'd like to talk to support

Response Template:

I'll connect you with our customer service team.

Before I transfer you:
• Topic: {CONVERSATION_TOPIC}
• Issue: {ISSUE_SUMMARY}
• Order: {ORDER_NUMBER} (if applicable)

Agent Availability:
{IF agents_available}
✅ Agent available now
⏱️ Average wait time: {WAIT_TIME} minutes

{IF agents_busy}
⏳ All agents busy
⏱️ Estimated wait: {WAIT_TIME} minutes

Alternative: Get instant help via:
📧 Email: support@kidswear.com (24hr response)
💬 WhatsApp: +91-98765-43210
📞 Call Back: Request callback?

Proceed with live agent transfer?
[Yes, Connect Now] [Request Callback] [Continue with Bot]

{If confirmed}
🔄 Transferring to next available agent...
Your conversation history has been shared with the agent.

Conversation Summary for Agent:
• Customer: {NAME}
• Phone: {PHONE}
• Email: {EMAIL}
• Issue: {ISSUE}
• Order: {ORDER_NUMBER}
• Previous Actions: {ACTION_HISTORY}

Intent: `complaint.register`¶

Purpose: Register formal complaint

Training Phrases (20):

# Complaint registration
- I want to file a complaint
- Register complaint
- Make a complaint
- I'm not satisfied
- This is unacceptable
- Poor service

# Specific issues
- Rude delivery person
- Damaged product
- Wrong item delivered
- Delayed delivery
- Poor quality

# Hinglish
- Complaint register karna hai
- Main satisfied nahi hoon
- Bahut bura experience

Response Template:

I'm sorry to hear about your experience. I'll register your complaint immediately.

Complaint Registration:

Order/Reference: {ORDER_NUMBER}
Issue Category:
[ ] Product quality issue
[ ] Wrong item delivered
[ ] Damaged product received
[ ] Delayed delivery
[ ] Delivery executive behavior
[ ] Customer service issue
[ ] Other: _______

Please describe your issue:
[Text box - max 500 characters]

Your Contact Preference:
( ) Email: {EMAIL}
( ) Phone: {PHONE}
( ) WhatsApp: {WHATSAPP}

Priority Level:
• High: Urgent resolution needed
• Medium: Important but not urgent
• Low: General feedback

✅ Complaint Registered Successfully!

Complaint ID: {COMPLAINT_ID}
• Assigned to: Senior Support Team
• Response within: 24 hours
• Resolution timeline: 3-5 business days

Immediate Actions:
{IF refund_eligible}
💰 Refund of ₹{AMOUNT} initiated
{IF replacement_eligible}
📦 Replacement order created
{IF compensation_eligible}
🎁 Compensation: {COMPENSATION}

We take complaints seriously and will:
1. Investigate thoroughly
2. Contact you within 24 hours
3. Provide resolution within 5 days
4. Follow up to ensure satisfaction

Escalation Path:
If not satisfied with resolution:
• Email: escalations@kidswear.com
• Call: 1800-XXX-XXXX (toll-free)
• Customer Relations Manager

Confirmation email sent to {EMAIL}

9. Entity Definitions¶

Custom Entities¶

Entity: `@product_category`¶

Type: Enumeration

Values:

- baby-clothing (newborn, infant)
- toddler-clothing (1-3 years)
- kids-clothing (4-12 years)
- footwear (shoes, sandals, boots)
- accessories (hats, bags, belts)
- winter-wear (jackets, sweaters)
- ethnic-wear (kurtas, lehengas)
- school-uniforms
- innerwear (vests, underwear)

Synonyms:

baby-clothing:
  - baby clothes
  - infant wear
  - newborn dress
  - bachon ke kapde

footwear:
  - shoes
  - chappals
  - jutte
  - footwear items

Entity: `@age_range`¶

Type: Enumeration

Values:

- newborn (0-3 months)
- infant (3-12 months)
- toddler (1-3 years)
- preschool (3-5 years)
- school-age (6-12 years)
- teen (13+ years)

Entity: `@order_status`¶

Type: Enumeration

Values:

- pending (payment pending)
- confirmed (payment received)
- processing (being prepared)
- packed (ready to ship)
- shipped (in transit)
- out-for-delivery (with delivery executive)
- delivered (successfully delivered)
- cancelled (customer cancelled)
- returned (return in progress)
- refunded (refund completed)

Entity: `@size`¶

Type: Enumeration

Values:

- NB (Newborn)
- 0-3M, 3-6M, 6-9M, 9-12M (Months)
- 1Y, 2Y, 3Y, 4Y, 5Y (Years)
- 2T, 3T, 4T, 5T (Toddler)
- 6, 7, 8, 9, 10, 11, 12 (School-age)
- XS, S, M, L, XL, XXL (Generic sizes)

Entity: `@color`¶

Type: Free-form (with suggestions)

Common Values:

- red, blue, green, yellow, orange, pink
- black, white, grey, brown
- navy, maroon, teal, purple
- multicolor, printed, striped

Hinglish Synonyms:

- laal (red)
- neela (blue)
- peela (yellow)
- safed (white)
- kala (black)

System Entities¶

`@sys.date` - Date extraction¶

Examples:
- "tomorrow" → 2025-11-23
- "next monday" → 2025-11-25
- "25th November" → 2025-11-25

`@sys.number` - Numeric values¶

Examples:
- "three items" → 3
- "order 12345" → 12345
- "size 8" → 8

`@sys.email` - Email addresses¶

Examples:
- "customer@example.com"
- "support@kidswear.com"

`@sys.phone-number` - Phone numbers¶

Examples:
- "+91-9876543210"
- "9876543210"
- "022-12345678"

10. Best Practices¶

Training Phrase Guidelines¶

1. Quantity (20-30 phrases per intent)¶

✅ 25+ varied phrases
❌ Only 5-10 similar phrases

2. Variety¶

✅ Mix of: questions, statements, commands, Hinglish
❌ All starting with "I want to..."

3. Real User Language¶

✅ "where's my stuff" (casual)
✅ "delivery kab hogi" (Hinglish)
✅ "i ordered last week still not here" (real user)
❌ "Please provide me with the delivery status information" (too formal)

4. Include Typos¶

✅ "ordder status"
✅ "trak my order"
✅ "whre is my package"

5. Include Frustration¶

✅ "this is taking forever"
✅ "why is my order not here"
✅ "I'm very upset"

6. Short and Long Phrases¶

✅ "status" (1 word)
✅ "i ordered blue jeans size 4 last monday still waiting want to know where it is" (long)

Hinglish Integration Best Practices¶

Common Hindi Words in Customer Service:¶

- kya (what)
- kahan (where)
- kab (when)
- hai (is)
- chahiye (want/need)
- batao/dikhao (tell/show)
- help/madad (help)
- problem/samasya (problem)
- delivery/supaardgi (delivery)

Mixed Language Examples:¶

✅ "Mera order kab deliver hoga"
✅ "Blue jeans size 10 available hai kya"
✅ "Return policy kya hai batao"

Entity Annotation¶

Correct Annotation:¶

Training Phrase: "check order 12345 status"
Annotation: check order @order_number:12345 status

Parameter Setting:¶

Intent: order.status
Required Parameter: order_number
Entity: @sys.any
Prompts: 
  - "Could you please provide your order number?"
  - "What's your order number? (e.g., ORD-12345)"

Context Management¶

Use Contexts for Multi-Turn Conversations:¶

Example Flow:

User: "Track my order"
Bot: Sets output context: "awaiting-order-number"

User: "ORD-12345"
Bot: Uses input context: "awaiting-order-number"
     Fetches order status
     Sets output context: "order-details-shown"

User: "Cancel it"
Bot: Uses input context: "order-details-shown"
     Processes cancellation for ORD-12345

Response Variation¶

Create Multiple Response Variants:¶

Instead of:

❌ Always saying: "Your order status is: Shipped"

Use variations:

✅ Variant 1: "Great news! Your order is on its way!"
✅ Variant 2: "Your package has been shipped and should arrive soon."
✅ Variant 3: "Good to go! Your order is out for delivery."

Error Handling¶

No-Match Scenarios:¶

Progressive Prompting:

1st No-Match: "Sorry, I didn't quite catch that. Could you rephrase?"
2nd No-Match: "I'm having trouble understanding. Try saying 'help' to see what I can do."
3rd No-Match: "Let me connect you with an agent who can help better."

Fallback Intent:¶

Training Phrases:
- [Anything not matched by other intents]
- Random gibberish
- Off-topic questions

Response:
"I'm specialized in helping with KidsWear India orders and products. 

I can help with:
• Order tracking
• Product information
• Returns & exchanges
• Account management

What would you like help with?"

Appendix: Complete Intent List (30+)¶

greeting.hello
greeting.goodbye
greeting.help
greeting.feedback
greeting.hours

Order Management (6 intents)¶

order.status
order.modify
order.cancel
order.track
order.history
order.invoice

Product Information (5 intents)¶

product.inquiry
product.availability
product.size_guide
product.price
product.recommendations

Returns & Refunds (4 intents)¶

return.policy
return.request
return.status
refund.status

Account Management (4 intents)¶

account.balance
account.password
account.update
account.delete

Payment & Billing (3 intents)¶

payment.methods
payment.issues
payment.refund_status

Shipping & Delivery (3 intents)¶

shipping.estimate
shipping.change_address
shipping.tracking

Customer Support (5 intents)¶

agent.request
complaint.register
feedback.positive
feedback.negative
escalation.manager

Language Support: English + Hinglish + Regional
Last Updated: March 2026
Author: Rajmohan M, Principal Consultant

END OF APPENDIX A

Appendix A: Dialogflow CX Training Phrase Examples¶

Purpose¶

1. Greeting & Navigation Intents¶

Intent: greeting.hello¶

Intent: greeting.goodbye¶

Intent: greeting.help¶

2. Order Management Intents¶

Intent: order.status¶

Intent: order.modify¶

Intent: order.cancel¶

3. Product Information Intents¶

Intent: product.inquiry¶

Intent: product.availability¶

Intent: product.size_guide¶

4. Returns & Refunds Intents¶

Intent: return.policy¶

Intent: return.request¶

5. Account Management Intents¶

Intent: account.balance¶

Intent: account.password¶

6. Payment & Billing Intents¶

Intent: payment.methods¶

Intent: payment.refund_status¶

7. Shipping & Delivery Intents¶

Intent: shipping.estimate¶

Intent: shipping.change_address¶

8. Customer Support Intents¶

Intent: agent.request¶

Intent: complaint.register¶

9. Entity Definitions¶

Custom Entities¶

Entity: @product_category¶

Entity: @age_range¶

Entity: @order_status¶

Entity: @size¶

Entity: @color¶

System Entities¶

@sys.date - Date extraction¶

@sys.number - Numeric values¶

@sys.email - Email addresses¶

@sys.phone-number - Phone numbers¶

10. Best Practices¶

Training Phrase Guidelines¶

1. Quantity (20-30 phrases per intent)¶

2. Variety¶

3. Real User Language¶

4. Include Typos¶

5. Include Frustration¶

6. Short and Long Phrases¶

Hinglish Integration Best Practices¶

Common Hindi Words in Customer Service:¶

Mixed Language Examples:¶

Entity Annotation¶

Correct Annotation:¶

Parameter Setting:¶

Context Management¶

Use Contexts for Multi-Turn Conversations:¶

Response Variation¶

Create Multiple Response Variants:¶

Error Handling¶

No-Match Scenarios:¶

Fallback Intent:¶

Appendix: Complete Intent List (30+)¶

Greeting & Navigation (5 intents)¶

Order Management (6 intents)¶

Product Information (5 intents)¶

Returns & Refunds (4 intents)¶

Account Management (4 intents)¶

Payment & Billing (3 intents)¶

Shipping & Delivery (3 intents)¶

Customer Support (5 intents)¶

Intent: `greeting.hello`¶

Intent: `greeting.goodbye`¶

Intent: `greeting.help`¶

Intent: `order.status`¶

Intent: `order.modify`¶

Intent: `order.cancel`¶

Intent: `product.inquiry`¶

Intent: `product.availability`¶

Intent: `product.size_guide`¶

Intent: `return.policy`¶

Intent: `return.request`¶

Intent: `account.balance`¶

Intent: `account.password`¶

Intent: `payment.methods`¶

Intent: `payment.refund_status`¶

Intent: `shipping.estimate`¶

Intent: `shipping.change_address`¶

Intent: `agent.request`¶

Intent: `complaint.register`¶

Entity: `@product_category`¶

Entity: `@age_range`¶

Entity: `@order_status`¶

Entity: `@size`¶

Entity: `@color`¶

`@sys.date` - Date extraction¶

`@sys.number` - Numeric values¶

`@sys.email` - Email addresses¶

`@sys.phone-number` - Phone numbers¶