Bespoke Playbook
One spine through the whole bespoke flow: understand each stage in a line, see it in real emails & documents, then the workflow spec and test matrix. Every claim cites a real case.
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① Engage
ApprovalCatch the enquiry → AI classifies & opens the case → draft an info-request to complete the brief → client replies → AI extracts the Trip Brief (loops if gaps). Settle flights: self-book vs arrange.
📖 Melody wants Korea on last year's voucher; her email only says 'Seoul, maybe Jeju'. AI classifies & opens the case; John's one info-request asks everything missing (pax / dates / Jeju? / a Bukchon hanok?) and Melody answers it all in one reply.
Inbound · EmailDay 0 · enquiry
melodypky@gmail.com → enquiries@dynastytravel.com.sg
Korea travel — voucher redemption
Hi Dynasty Travel, I received a travel voucher from your team last year and would like to use it for a trip to Korea. We are thinking of Seoul, and possibly adding Jeju if it works out. Could you let me know what the voucher covers and what a suitable package would look like? Happy to share more details on dates and group size once I hear back. Thank you, Melody
Outbound · EmailDay 1 · info-request
john@dynastytravel.com.sg → melodypky@gmail.com
RE: Korea travel — voucher redemption
Dear Melody, Thank you for getting in touch, and lovely to be planning your Korea trip! Your voucher can be applied in full against a tailored itinerary. To shape something suitable, may I confirm a few details: • How many travelling, and your preferred dates? • Seoul only, or Seoul + Jeju? • Any hotel preference — for example, a night in a traditional hanok in Bukchon, which many of our guests love? Once I have these I'll put together a day-by-day plan with costs. Warm regards, John Dynasty Travel
Inbound · EmailDay 3 · client reply
melodypky@gmail.com → john@dynastytravel.com.sg
RE: Korea travel — voucher redemption
Hi John, Thanks for the quick reply! Details below: • 3 adults • 17–21 October • Seoul + Jeju please • Yes, we'd love one night in a hanok in Bukchon Looking forward to your suggestions. Melody
What we watch
- Travel signal + source/identity (voucher / referral / VIP)
- Is W.H.A.T. complete: destination / dates / duration / pax / rooms
- Flights must resolve to: self-book / arrange / TBD
- Align budget via the PPPD band (don't force a number)
Workflow automation hook
- Classify line + confidence (low → human triage)
- De-dupe contact, detect repeat & voucher; score, open case, route
- Compute gap → draft info-request (pending approval) → extract brief → re-ask if gaps
TriggerA new enquiry hits the intake queue.
AI / system actions
- Classify line + confidence (low → triage)
- De-dupe / create contact (detect repeat & voucher)
- Feasibility (budget vs PPPD, pax ≤15, dest not high-risk)
- Score, open case, route → compute gap → draft info-request (pending approval)
- Extract reply → TripBrief; settle flights; align budget
GateBESPOKE with W.H.A.T. complete + flight model set → advance to Source; else loop / triage.
Output / nextLead with a complete TripBrief, ready to generate the sourcing brief.
| # | Scenario | Input (real case) | Expected action | Expected gate | Expected output | Scenario key |
|---|---|---|---|---|---|---|
| E1 | Happy: enquiry → brief complete happy | 'voucher to Korea' → '3 adults / 17–21 Oct / +Jeju / hanok' ↳ Melody · DT-2026-0011 | Classify BESPOKE, open case, full brief, flights self-book | Pass → Source | TripBrief complete | TC-B01 |
| E2 | Edge: unclear intent edge | 'what do you offer?' — no dest/date ↳ 归档杂项来信 | Low confidence → no auto BESPOKE | Fail → triage | Lands in /intake | — |
| E3 | Edge: budget below floor edge | '2 pax 10d S$4,000' ≈ S$200 pppd ↳ Vimala Nair 预算不匹配 | No hard reject; PPPD band, suggest scale-back | Low feasibility → flag | Low-priority case + budget task | — |
| E4 | Edge: pax > 15 edge | '35-pax corporate, Chengdu' ↳ China MICE · DT-2026-0027 | Detect corporate → route MICE | Not BESPOKE → MICE | Case under MICE | — |
| E5 | Edge: repeat VIP referral edge | TC referral, prior Shikoku, repeat ↳ David Sim · DT-2026-0014 | Match Client, VIP priority, prefs pre-filled | Pass (high priority) | Lead high-priority | — |
| E6 | Edge: partial reply edge | pax+dates, no rooms/flights ↳ 归档多轮 shaping | Update known, re-ask remainder | Still missing → loop | Second info-request (gaps only) | TC-B05 |
| E7 | Edge: destination change edge | mid-shape 'Seoul → Osaka' ↳ 扰动用例 | Update dest, re-route whitelist, recompute gaps | Change must not dead-lock | Brief updated, same case | TC-B01-X |
Application integration executes the scenarios; Playwright covers key human journeys and the read-only Inspector shows runtime state.
② Source (DMC sub-process · core)
ApprovalERP turns the brief into a sourcing brief → RFQ 2 DMCs in parallel → collect NET quotes → QC → negotiate → file evidence → [v1] first to qualify (QC + margin) wins, no comparison.
📖 Once the brief is shaped, the ERP generates the sourcing brief (no internal email). The heavy lifting is the RFQ + negotiation — in Yousif Japan: Ritz Kyoto needs an in-person GM meeting to free a 2-BR suite; the US$38,800 experiences must be pinned as NET, +12% or +27%.
Auto-generatedSourcing brief (ERP auto-generated · no internal email)
▸ 由接洽阶段的 TripBrief + DMC 白名单自动派生；负责人只在 ERP 内点『发起询价』。 ▸ Auto-derived from the Engage TripBrief + DMC whitelist; the planner just clicks 'Start sourcing'. Case : DT-2026-0011 · Melody · BESPOKE From brief : Seoul 3N + 1N hanok (Bukchon) · 17–21 Oct · 3 adults · 2 rooms Flight leg : domestic Seoul→Jeju 21 Oct (3 pax) · intl self-book Transfers : Incheon arrival + hotel→airport Commercial : voucher SGD 2,400 to apply · target balance < SGD 1,000 Route to : Korea DMC whitelist → [primary, backup] (并行 2 家) Becomes : the RFQ payload (next card) + a 'Source case' task — no internal email
RFQRFQ to the DMC (the fields we send)
Pax : 3 adults (quote per-2/4/6-pax when group size is soft) Dates / nights : 17–21 Oct 2026 · 4 nights Rooming : 2 rooms; 1 night hanok (Bukchon) · connecting if family Must-sees : traditional hanok stay; Seoul + Jeju Transport : Incheon arrival transfer + hotel→airport; domestic Seoul→Jeju (3 pax) Budget tier : standard bespoke · ask for NET rates Asks : day-by-day, hotels+price, guide/driver+price, vehicle, inclusions, validity, payment terms NET = the DMC's cost price to us (no commission baked in). We layer OUR markup on top to quote the client. If they quote GROSS, the margin math breaks → bounce. Per-2/4/6-pax = when group size is soft, ask for the per-person NET at each size. Private fixed costs (guide, car, driver) are shared, so per-pax drops as the group grows.
Outbound · EmailReal RFQ exchange (Tanzania ZAFS)
john@dynastytravel.com.sg → burhanuddin@zafstours.com
Re: Tanzania safari (RFQ refinement)
Thank you, this looks promising. Could you add a couple of authentic Zanzibar experiences — a cultural visit and traditional fishing? Please also quote on a 2, 4 and 6 pax basis so we can advise the client. We'd also prefer an open-jaw routing — into Kilimanjaro (JRO) and out of Zanzibar (ZNZ). Please confirm baggage limits too.
Inbound · EmailDMC reply (revised quote + terms)
burhanuddin@zafstours.com → john@dynastytravel.com.sg
Re: Tanzania safari
All noted on the revised 10-day plan. We're happy with 50/50 payment terms and will set up a WhatsApp operations group once you confirm the final pax. - Serengeti: Elewana night + camps (USD 2,268/pax, double-share) - Kilimanjaro: summit logistics + guides - Zanzibar: dhow fishing, local market, Serval Wildlife photo session - Open-jaw: JRO in → ZNZ out · baggage limits confirmed - Payment: 50/50 (deposit on confirmation, balance pre-travel)
NoteReal negotiation & margin transparency (Yousif experiences)
Concierge → planner (WhatsApp, verbatim): "For all these Tokyo experiences will be USD 38,800." Planner: "Pricing includes commission?" Concierge: "No, we always quote you our cost. You layer commission on top." Concierge: "We're lowering our fee to 12% for this first collaboration → 12% on top. If you add yours too we put 27%, which works out to USD 49,276." Risk flag: "Nothing is booked and proprietors are squeezing us in. If we book we can't cancel / postpone / be late (cultural). If unsure, better not to book."
What we watch
- Reply complete: day-by-day · hotels+rooms+connecting+price · guide+price · vehicle · experiences(prepay/cancel) · inclusions · net/gross · validity · terms
- Can price break to per-pax / tiers (2/4/6 pax)
- Cost must be NET; markup layering pinned (12% vs 27%)
- Flag non-cancellable items & cultural penalties up front
Workflow automation hook
- Auto-generate the sourcing brief from the TripBrief (no internal email)
- Draft RFQ; send 2 in parallel; create a 'chase DMC' task (3-day SLA)
- Parse reply attachment → SupplierCost(hasSourceDoc) + Attachment
- Branch gate (library match + consultant expertise) → Dynasty-designed / DMC-designed
- Completeness QC: auto-bounce gaps. Dynasty-designed = first-to-qualify; DMC-designed = compare proposals & pick
TriggerTripBrief complete → ERP auto-generates the sourcing brief.
AI / system actions
- Generate sourcing brief from brief + whitelist (not an email)
- Draft RFQ → send 2 in parallel (NET, per-2/4/6)
- Chase per SLA if silent (3 business days)
- File reply → SupplierCost(hasSourceDoc) + Attachment
- Completeness QC; bounce gaps
Gate[v1] whichever of the 2 first passes QC + margin is used (no comparison) → advance to Quote.
Output / nextSelected DMC + source-backed SupplierCost.
| # | Scenario | Input (real case) | Expected action | Expected gate | Expected output | Scenario key |
|---|---|---|---|---|---|---|
| S1 | Happy: complete reply qualifies happy | ZAFS: day-by-day + NET US$2,268/pax + 50/50 + open-jaw ↳ Tanzania ZAFS · DT-2026-0028 | File, QC clear, margin OK | First-to-qualify → use | ZAFS selected → Quote | TC-B01 |
| S2 | Edge: connecting not guaranteed edge | '6 rooms but connecting not guaranteed' ↳ Yousif · DT-2026-0012 | QC flags → bounce 'need ≥2 connecting' | QC fail → not used | Bounce + stays in Source | TC-B07 |
| S3 | Edge: gross, not NET edge | quote includes commission → 12% / 27% ↳ Yousif 体验报价 | QC flags non-NET → require NET | QC fail → bounce | Price after NET confirmed | — |
| S4 | Edge: lump-sum, no per-pax edge | 'land ~S$135,300', no per-pax ↳ China land programme | Bounce: per-pax + 2/4/6 tiers | QC fail → bounce | Continue with tiers | — |
| S5 | Edge: DMC silent edge | 3 business days, no reply ↳ 通用 SLA | Chase; at 5d lean on parallel/backup | Other qualifying first is used | No single-point stall | — |
| S6 | Edge: peak pricing edge | Bvlgari jumps overnight (sakura) ↳ Yousif Bvlgari / Ritz | Alert + renegotiate (90-day hold) / 3 options | Over-budget unresolved → block | Continue after hold/change | — |
| S7 | Edge: both reply (first-to-qualify) edge | A first, QC clear + margin OK; B later ↳ v1 规则验证 | Use A; no wait; no comparison | First-to-qualify = A | A selected, B archived | TC-B03 |
Application integration executes the scenarios; Playwright covers key human journeys and the read-only Inspector shows runtime state.
③ Quote
ApprovalBoth branches converge → ① AI generates a proposal summary (source-backed cost + margin check, flights if arranged) → ② operator reviews & approves → ③ generate the client PDF & send.
📖 Melody's proposal lands: 4 nights with transfers + the Jeju flight, laid out day-by-day. Cost is rolled up from source-backed SupplierCost, margin layered, then a quick internal review before it goes out.
ItineraryItinerary (day-by-day · excerpt)
Day Hotel Meals Summary 1 Ibis Ambassador Insadong — Arrival transfer; Insadong at leisure 4 Rakkojae Seoul Main Hanok (Sarangbang) B Traditional hanok; Bukchon village 5 — B Hotel→airport; domestic flight to Jeju (3 adults) — — — (Yousif Japan, luxury 12-day excerpt) — — — 1 Bvlgari Tokyo (2-BR suite + 5 rooms) — Private transfer; family settle in 2 Bvlgari Tokyo B,L Fish-market + private sushi class; HP after-hours dinner 9 Ritz-Carlton Kyoto (2-BR suite +5 rms) B Cherry-blossom Kyoto; bamboo craft
What we watch
- Evidence gate: every cost line is source-backed (hasSourceDoc=true)
- Margin OK; if arranging flights, proposal carries the flight quote
- Proposal carries the PPPD / budget summary + T&Cs
Workflow automation hook
- Roll up cost from SupplierCost (multi-currency) + margin-check alert
- Generate itinerary + proposal → internal review (pending approval)
- Send to the client on approval
TriggerA DMC is selected; enter pricing.
AI / system actions
- Roll up cost from SupplierCost (evidence gate)
- Layer margin + check/alert
- Generate itinerary + proposal (flights if arranged)
- Internal review → send to client
GateSource-backed cost + margin OK + approval → proposal sent → advance to Close.
Output / nextDay-by-day proposal + price sent to the client.
| # | Scenario | Input (real case) | Expected action | Expected gate | Expected output | Scenario key |
|---|---|---|---|---|---|---|
| Q1 | Happy: proposal sent happy | cost roll-up + margin OK → day-by-day ↳ Melody / Yousif | Roll up cost, proposal+itinerary, approve | Sourced + margin + approved → send | Proposal v1 sent | TC-B01 |
| Q2 | Edge: no source doc edge | cost lacks a DMC quote ↳ 证据门规则 | Block: no source doc → no pricing | Evidence gate fail → blocked | Back to Source for the doc | — |
| Q3 | Edge: margin below threshold edge | computed margin < threshold ↳ 薄利案例 | Don't issue → renegotiate / escalate | Margin fail → block | Continue after fix / human call | — |
| Q4 | Edge: arranges flights edge | arrange → flight quote + passports + KrisFlyer ↳ 通用代订流程 | Proposal carries flight option+quote; collect data | All three present | Proposal with flights | — |
Application integration executes the scenarios; Playwright covers key human journeys and the read-only Inspector shows runtime state.
④ Close (incl. deposit)
ApprovalClient accepts → issue the deposit invoice → deposit in = won. Money moves → human approval throughout.
📖 After Melody accepts: S$3,150 full, S$2,400 voucher, S$750 balance, 2-day window. Before paying she asks 'is it actually booked?' — the standard book-after-payment moment. Complex cases issue a land deposit (S$71,000) first to lock vehicles/guide/hotels.
InvoiceDeposit / quote invoice (Melody · real)
Invoice No. : PSDT-DT-261017-BT-FP-0007 Date: 27 May 2026
Trip : Bespoke Korea (Seoul + Jeju) · 17–21 Oct 2026
Full trip cost (4 nights, transfers, domestic flight) ........ SGD 3,150
Travel Voucher Redemption .................................... −SGD 2,400
────────────
Balance due (by 29 May 2026) ................................. SGD 750
Remit to: Dynasty Travel International Pte Ltd · UOB 365-303835-4 · SWIFT UOVBSGSG
T&Cs: bookings confirmed once payment received, subject to availability at time of booking.
Cancellation: 31+ days 75% · 0–30 days 100%. GST: out_of_scope.Outbound · EmailComplex case: land deposit (Yousif)
accounts@dynastytravel.com.sg → yousif.family@example.com
Deposit invoice — Japan land programme (23 Mar–3 Apr)
Dear Mr & Mrs Yousif, Thank you for confirming the experiences. Please find attached the deposit invoice for the Japan land programme — covering private transport and local support throughout your 12 days across Tokyo, Toyama, Kanazawa, Kyoto and Osaka. The land programme comes to USD 52,780. As requested, we have configured two Alphards so the whole family travels together. Hotel charges will be billed separately as each property is confirmed. On receipt of the deposit we'll proceed to lock the vehicles, guide and experiences. Warm regards, John (Travel Curators)
What we watch
- Voucher / credit deduction line shown correctly
- Invoice number rule, currency, kind (deposit/full/balance), due window
- The book-after-payment wording must be in the invoice email
- Deposit = won; only confirm suppliers once verified
Workflow automation hook
- Classify the client reply (accept / revise / pricing)
- Generate the deposit invoice (per numbering rule) → attach to email
- Verify payment; auto-escalate a chase if unpaid 7 days out
TriggerProposal sent; awaiting the client.
AI / system actions
- Classify the reply (accept / revise / pricing)
- Issue the deposit invoice (numbering · voucher · book-after-payment)
- Collect & verify the deposit (Payment.verified)
GateAccepted + invoice raised + deposit verified → won → advance to Operate (suppliers only after payment).
Output / nextDeposit received & verified, case marked won.
| # | Scenario | Input (real case) | Expected action | Expected gate | Expected output | Scenario key |
|---|---|---|---|---|---|---|
| C1 | Happy: accept → invoice → deposit happy | accept; S$3,150 − S$2,400 = S$750 ↳ Melody · PSDT-DT-261017 | Invoice (voucher line) + wording + verify | Accept + invoice + deposit → won | Deposit in → Operate | TC-B01 |
| C2 | Edge: land deposit edge | land deposit S$71,000 to lock vehicles/guide/hotels ↳ Yousif · PSDT-TC-250310-LAND-DP-001 | Issue deposit; balance 30d pre-trip | Deposit approved → send | Lock suppliers once cleared | TC-B02 |
| C3 | Edge: multi-invoice add-on edge | base S$18,000 + add-on S$1,365 same day ↳ David Sim · PSDT000405(+ADD) | Issue add-on linked to the case | Each approved + paid | Both settled S$19,365 | TC-B04 |
| C4 | Edge: 'is it booked?' edge | asks if booked before paying ↳ Melody 真实往来 | Reply book-after-payment + itinerary | Wording must be in the email | Pays after clarity | — |
| C5 | Edge: unpaid near departure edge | overdue, 7 days pre-trip, unpaid ↳ Melody 逾期尾款 | Auto-escalate a chase to the PIC | Unpaid → no supplier confirmation | High-priority chase + hold operate | — |
Application integration executes the scenarios; Playwright covers key human journeys and the read-only Inspector shows runtime state.
⑤ Operate
ApprovalConfirm suppliers & collect vouchers → take the balance → issue final docs → guide handoff pre-arrival → daily on-trip support → post-trip feedback + supplier scoring (learning loop).
📖 Pre-trip Chika sends the bloom forecast + meet point; on-trip she sends daily photo updates; David drops a Himeji magnet in the car and the guide returns it next day. Post-trip, experience scores feed the KB and a repeat is tentatively held.
Inbound · WhatsApp4 days pre-trip
chika.guide@host.jp → john@travel-curators.com
Pre-trip brief
Cherry blossom forecast looks good for your dates. Weather ~18°C. I'll meet you at the South Exit on arrival. Itinerary + contacts shared.
Inbound · WhatsAppOn-trip · Day 1
chika.guide@host.jp → john@travel-curators.com
Day 1 — live
Just landed, all met at Exit South. Today: canola flower fields, dolphin farm. Kids loved it. Photos sent to family. Check-in smooth. [photo gallery: Uzu no Michi whirlpools, canola fields, dolphin farm] 18:46 — "I assume you're enjoying dinner! Here are some pictures I took!" [umbrella making with Craftsman Sumitomo, step-by-step]
What we watch
- Balance cleared; re-check room numbers/connecting 3 days out; vouchers all in
- Client sign-off on cancellation terms (flag non-cancellable up front)
- Daily check-in + photo evidence; SOS response < 1 hour
- Post-trip: satisfaction, supplier scoring, repeat-booking lead
Workflow automation hook
- Balance reminder (30d out) + receipt verification
- Supplier-confirmation tracking + pre-arrival guide card (name/contact/meet point)
- File photos/vouchers; extract feedback → write scores back → spawn repeat follow-up
TriggerDeposit received; enter operate.
AI / system actions
- Confirm suppliers + vouchers; re-check rooming
- Balance reminder (30d) + verify
- Issue final itinerary; pre-arrival guide card
- Daily on-trip check-in + photo evidence
- Extract feedback → write scores back → spawn repeat
GateBalance cleared + suppliers confirmed + vouchers → deliver; payment items need approval.
Output / nextTrip delivered; feedback + scores flow back to the KB.
| # | Scenario | Input (real case) | Expected action | Expected gate | Expected output | Scenario key |
|---|---|---|---|---|---|---|
| O1 | Happy: confirm + handoff happy | balance cleared, hotel/guide confirmed, Chika sends meet point ↳ Yousif / David · operate | Verify balance, chase confirmations, itinerary, guide card | Cleared + confirmed + vouchers → deliver | Pre-arrival done | TC-B02 |
| O2 | Edge: non-cancellable experience edge | 'once booked, no change; penalty' ↳ Yousif 寿司/体验 | List non-cancellable + penalties; get sign-off | No sign-off → don't confirm | Confirm after sign-off | — |
| O3 | Edge: rooming mismatch on arrival edge | rooms not connecting, family split ↳ Yousif rooming 复核 | Verify 3d out; guide fixes on-site | Mismatch → re-room / cover | Connecting rooms secured | — |
| O4 | Edge: post-trip learning loop edge | sword/indigo scored highest; repeat held ↳ David Sim · post-trip | Collect satisfaction, score to KB, spawn repeat | Feedback filed = learning loop | Scores in KB + repeat case | TC-B04 |
Application integration executes the scenarios; Playwright covers key human journeys and the read-only Inspector shows runtime state.