Dynasty ERP

目标 Workflow 半自动处理 bespoke + 机票;bespoke 全流程可推进,人类只在 CTA 点批准。workflow 要『承接』每个产物:trip brief、RFQ、行程方案、发票、收款、供应商确认、最终行程。

团队 younan(产品+UI,横向支持) · bohong(workflow/深度技术) · shengyi(机票线)

里程碑 2026-07-17 — 唯一真源·历史数据(客户/DMC/行程)导入完成 · 🚀 上线 2026-08-10

排序排序=bohong 先(打地基)→younan(在其上做 UI/产品)。一期复杂功能可简化或人工,后期再自动化。

「工作点 / 量化目标 / 主题」可直接点击编辑,自动保存到本地浏览器。

6W56/30 – 7/6跑完阶段2（接洽 + 询价 DMC 全部交互） · 机票建模 · 数据盘点✅ 本周已确定 · 目标:接洽→询价(DMC 一来一回全走完)

负责人	业务线	工作点	量化目标(可编辑)
bohong	bespoke	接洽 workflow 跑通:分类→补料邮件→客户回→抽 Trip Brief	application integration 覆盖接洽矩阵,关键人工旅程 Playwright 通过
bohong	bespoke	询价/DMC 全部交互跑通:sourcing 单→RFQ→DMC 回(模拟)→完整性 QC→首达标选定 ⚠ 一期：DMC 回复一期用模拟/人工粘贴,邮件自动解析后补	DMC 一来一回完整走完,5 封测试通过
younan	bespoke	沟通时间线 + 对话方分组(客户/DMC/同事)收口,客户组不混入内部/DMC	Melody 案例分组正确 + 发票点开真 PDF
younan	bespoke	CTA「批准发出」UX 定稿:即时刷新 + 发送成功状态	3 个案例点批准后即时刷新,0 需手动刷新
younan	bespoke	场景测试架构:隔离数据库中的 application integration 覆盖业务矩阵,Playwright 只验证关键人工旅程,只读 Inspector 提供运行可观测性 ⚠ 一期：场景由 typed AI double 驱动;每次测试重建 disposable DB,不做行级清理	8 个 DMC 场景稳定通过,2 条浏览器 smoke 使用真实 queue/worker,生产代码无测试分支
shengyi	机票	机票业务建模:tcf 阶段 gate 定稿 + 分类器判机票来信 + intake 路由	10 封机票邮件分类 ≥8 正确,5 封自动建 case

7W17/7 – 7/13方案阶段 · 行程方案生成（核心功能） · 机票报价 · 导入器

负责人	业务线	工作点	量化目标(可编辑)
bohong	bespoke	成本汇总(证据门:hasSourceDoc)+ 毛利校验,接住 DMC 报价入库	5 个案例成本/毛利计算正确
bohong	bespoke	行程方案/行程单自动生成后端:逐日行程 + 含不含 + 定价,挂到方案卡 ⚠ 一期：一期=AI 起草 + 人工编辑(不强求全自动);用统一模板	1 个案例自动生成可用方案
younan	bespoke	行程方案生成『功能与流程设计』:结构/模板/字段/编辑器/审批点(younan 主设计)	设计稿评审通过,bohong 可落地
younan	bespoke	方案卡『查看行程详情』+ 右侧信息 tab UI	Melody + 1 新案例方案可查看
shengyi	机票	机票实时报价:查价→报价邮件 CTA→批准发出	5 封报价通过
younan	数据	数据源梳理:客户/DMC/行程源数据量级与字段清点	产出 1 份字段映射表(源→ERP)
bohong	数据	客户 + DMC 导入器(脚本 + 去重)	试导 ≥50 条,0 错误

7W27/14 – 7/20成交阶段 · 发票生成+收款 · 🚩历史数据导入完成(7/17) · 机票出票🚩 7/17 唯一真源·历史数据(客户/DMC/行程)导入完成

负责人	业务线	工作点	量化目标(可编辑)
bohong	bespoke	发票自动生成:deposit/balance + 编号规则 + 券抵扣 + book-after-payment 话术 ⚠ 一期：一期=模板生成 PDF,复杂版式人工调整	1 个案例自动开票,金额/编号正确
bohong	bespoke	客户接受分类 + 收款记录(Payment.verified)+ 收款后才确认供应商	收定金=赢单,5 封通过
younan	bespoke	发票卡点开真件 + 收款详情 + 成交 CTA UI	发票/收款在时间线可点开查看
bohong	数据	行程历史导入器 + 全量导入(客户/DMC/行程)	🚩7/17 前完成,导入报告 0 严重错
younan	数据	导入数据 QA 抽检 + 唯一真源校验规则(去重/必填)	抽检 ≥30 条,准确率 ≥95%
shengyi	机票	机票先款后票:收款→出票/确认	5 封通过

7W37/21 – 7/27履约阶段 · bespoke 全流程半自动 · 机票全流程

负责人	业务线	工作点	量化目标(可编辑)
bohong	bespoke	履约 workflow:供应商确认+voucher 跟踪、收尾款、最终行程+司导对接卡生成、复盘回流	履约阶段端到端跑通
bohong	bespoke	全 5 阶段端到端(人类只点 CTA)+ 真实自动发送(低风险)接通 ⚠ 一期：自动发送一期仅测试环境 + 白名单 + 熔断,生产 OFF	1 个案例从来信到完成全程通过
younan	bespoke	全流程 CTA 审批体验 + 风险分级(自动 vs 批准)呈现 + 演练脚本覆盖	每阶段风险标识正确;bespoke 演练可完整走完
younan	bespoke	拉 WhatsApp 群 CTA 提醒(成交后建 DMC 运营群;出行前建客户+司导群),点『已拉群』标记完成 ⚠ 一期：一期纯提醒+人工拉群+点击标记;不接 WhatsApp API	履约阶段出现拉群提醒,可点击标记(不自动化)
shengyi	机票	机票全 5 阶段半自动 + 售后变更走人工审批 + 演练脚本	1 个案例端到端通过
全员	通用	回归测试	bespoke application scenarios ≥18/20 绿,关键 Playwright journeys 全绿

7W47/28 – 8/3真实环境联调 · 异常兜底 · 打磨

负责人	业务线	工作点	量化目标(可编辑)
bohong	bespoke	真实邮箱联调:用自己邮箱模拟发邮件入站,bespoke 半自动推进到成交	自发测试邮件入站→跑通到成交
bohong	通用	自动发送生产灰度准备(AI_AUTOSEND 默认 OFF + 灰度开关 + 熔断)	灰度开关可控,熔断生效
younan	通用	异常/兜底:卡点、超时、低置信转人工 + AI 动作队列 + 上线 checklist v1	异常类目齐全,队列可操作,checklist 产出
shengyi	机票	机票真实联调	1 条真实机票线索跑通
全员	通用	Bug 修复冲刺	阻断级 bug 清零

8W18/4 – 8/10上线 🚀 (8/10)🚀 8/10 上线（先 bespoke 后机票,灰度）

负责人	业务线	工作点	量化目标(可编辑)
bohong	通用	真实收件入站管道:客户邮件自动进 ERP → 建/匹配 case → 启动 workflow(上线核心能力)	真实客户邮件入站自动建 case 并触发分类/workflow
全员	通用	UAT:bespoke + 机票各跑 3 个真实案例	通过率 100%
bohong	数据	生产部署 + 数据迁移终检 + 监控/告警	数据核对一致,关键路径有告警
younan	通用	培训 + SOP(操作手册 + 团队演练)	1 份手册 + 1 次演练
全员	通用	灰度上线:先 bespoke 后机票,低风险自动发送小流量	灰度无阻断
全员	通用	🚀 8/10 上线 + 上线后值守	上线 + 值守清单执行

一张图看懂私人定制全流程：左侧 5 个阶段，三列是角色（客户 / 我们 / DMC），箭头是“谁发给谁”。每条都对应真实 workflow 步骤，钱的节点（收定金 / 收尾款）显性可见。The whole bespoke flow in one picture: 5 phases, 3 role columns (Client / Us / DMC), arrows are 'who sends to whom'. Each maps to a real workflow step; the money moments (deposit / balance) are explicit.

1 接洽Engage

接住来信、判类建 case、把需求问齐，形成可询价的 Trip Brief。Catch the enquiry, classify & open the case, gather the full brief — ready to source.

classify_intake · collect_client_info · await_missing_info_send · wait_client_info

2 询价Source

分支判定【我方设计 / DMC 设计】→ 发 RFQ（指定操作单或求完整提案，均要净价·不报预算·可并行多家）→ QC 比稿选定。Branch gate [Dynasty-designed / DMC-designed] → send the RFQ (a specified brief, or a request to propose — NET, no budget disclosed, parallel DMCs) → QC & select.

check_rfq_required · draft_dmc_rfq · await_rfq_send · collect_dmc_reply

3 方案Quote

两分支汇合：① AI 生成方案总结（成本+毛利）→ ② 操作员审阅批准 → ③ 生成客户 PDF 并发送。Both branches converge: ① AI generates a proposal summary (cost + margin) → ② operator reviews & approves → ③ generate the client PDF & send.

prepare_proposal · internal_review · await_proposal_send

4 成交Close

客户接受 → 开定金发票 → 收定金 = 赢单。Client accepts → issue the deposit invoice → deposit in = won.

wait_client_response · collect_deposit

5 履约Operate

确认供应商、收尾款、出最终行程、在途支持，行后复盘回流知识库。Confirm suppliers, take the balance, issue final docs, support on-trip, then capture learning.

confirm_suppliers · collect_balance · issue_final_documents · monitor_trip · close_trip

阶段Phase

客户Client

我们（AI + 顾问）Us (AI + advisor)

DMC / 供应商DMC / supplier

接洽Engage接住来信、判类建 case、把需求问齐，形成可询价的 Trip Brief。Catch the enquiry, classify & open the case, gather the full brief — ready to source.

1 发询价邮件Sends an enquiry email

2 AI 分类 + 建 case + 派负责人AI classifies + opens case + assigns PIC

3 发补料邮件（问齐需求）Sends an info-request (gather the brief)

4 回复需求Replies with details

5 AI 抽取 Trip Brief（缺则再问）AI extracts the Trip Brief (loops if gaps)

询价Source分支判定【我方设计 / DMC 设计】→ 发 RFQ（指定操作单或求完整提案，均要净价·不报预算·可并行多家）→ QC 比稿选定。Branch gate [Dynasty-designed / DMC-designed] → send the RFQ (a specified brief, or a request to propose — NET, no budget disclosed, parallel DMCs) → QC & select.

6 分支判定：体验库匹配 + 顾问专长？→ 我方设计 / DMC 设计Branch gate: library match + consultant expertise? → Dynasty-designed / DMC-designed

7 发 RFQ（我方设计=指定操作单 / DMC 设计=求完整提案 · 均要净价 · 不报预算）Sends the RFQ (Dynasty-designed = specified brief / DMC-designed = request a full proposal · NET · no budget disclosed)

8 回价（我方设计：净价+可订 / DMC 设计：完整逐日+净价，可附 PDF）Returns (Dynasty-designed: NET + availability / DMC-designed: full day-by-day + NET, may attach a PDF)

9 完整性 QC + 比稿选定（多家取一）Completeness QC + compare & select (one of several)

方案Quote两分支汇合：① AI 生成方案总结（成本+毛利）→ ② 操作员审阅批准 → ③ 生成客户 PDF 并发送。Both branches converge: ① AI generates a proposal summary (cost + margin) → ② operator reviews & approves → ③ generate the client PDF & send.

10 ① 生成方案总结（逐日 + 成本 + 毛利，未出 PDF）① Generate proposal summary (day-by-day + cost + margin; no PDF yet)

11 ② 操作员审阅 + 批准② Operator reviews + approves

12 ③ 生成客户 PDF + 发送客户③ Generate client PDF + send to client

成交Close客户接受 → 开定金发票 → 收定金 = 赢单。Client accepts → issue the deposit invoice → deposit in = won.

13 接受方案Accepts the proposal

14 开定金发票Issues the deposit invoice

15 付定金 → ✅ 赢单Pays the deposit → ✅ won

履约Operate确认供应商、收尾款、出最终行程、在途支持，行后复盘回流知识库。Confirm suppliers, take the balance, issue final docs, support on-trip, then capture learning.

16 确认供应商 + 收 voucherConfirms suppliers + collects vouchers

17 建 DMC 运营群（WhatsApp）— 系统提醒·人工拉群Set up DMC ops group (WhatsApp) — reminder, done manually

18 付尾款（出发前）Pays the balance (pre-departure)

19 建客户 + 司导群（WhatsApp）— 系统提醒·人工拉群Set up client + guide group (WhatsApp) — reminder, done manually

20 出最终行程 + 司导对接卡Issues final itinerary + guide handoff card

21 在途支持 / 每日跟进On-trip support / daily check-ins

22 复盘：反馈 + 供应商评分回库Debrief: feedback + supplier scores → KB

分支流程（非主路径，但真实常见）Branch flows (off the happy path, but real & recurring)

加项 / 升级（Upsell）Add-on / upsell

触发Trigger 方案已发或已成交后，客户或我们提出加体验 / 升级。After the proposal/close, the client or we propose an extra experience / upgrade.

步骤Steps AI/顾问提议加项 → 客户确认 → 开 add-on 发票 → 收款 → 更新行程。Propose add-on → client confirms → issue an add-on invoice → collect → update the itinerary.

真实案例Real case David 四国：博物馆纸刀 → 私人刀匠升级，追加发票 PSDT000405-ADD · SGD 1,365。David Shikoku: museum paper-knife → private sword-craftsman; add-on invoice PSDT000405-ADD · SGD 1,365.

处理Handling 半自动：CTA 批准发 add-on 发票，关联同一 case。Semi-auto: CTA approves the add-on invoice, linked to the same case.

退款 / 取消（Refund / cancel）Refund / cancellation

触发Trigger 客户取消 / 换代理 / 不可抗力。Client cancels / switches agency / force majeure.

步骤Steps 评估取消条款罚则 → 算退款额 → 人工审批 → 退款记录（负向 Payment）。Assess cancellation penalties → compute refund → human approval → record refund (negative Payment).

真实案例Real case GB Helios 济州团：客户换代理，整团退款 SGD 22,655。GB Helios Jeju group: client switched agency, full refund SGD 22,655.

处理Handling 高风险，始终人工审批（不自动）。High-risk — always human approval (never automated).

🔒 必要条件：不给没法推进（信息门 / 证据门 / 审批点 / 过程门，与后台 gate 一致）Required: blocks progress (info / evidence / approval / process gate — matches the backend) · 💡 可选条件：AI 追问但不卡（含触发才适用的项）Optional: AI asks but doesn't block (incl. trigger-only items)

BESPOKE 私人定制Private Bespoke · 5

步骤Step	目的Purpose	必要条件（含示例）Gate conditions (with examples)	流程Flow	管控Control
1 ① 接洽（接单 + 需求）① Engage (qualify + brief) engage	判断是否真实定制、归线建 case，并补全 W.H.A.T. trip brief、锁定机票自购/代订。Decide if it's a real bespoke need, classify & open the case, complete the W.H.A.T. brief, settle flights.	💡 联系人已建档Contact captured — 邮箱 / 姓名Email / name 💡 旅行意向信号A travel signal — 目的地或大致月份A destination or rough month 💡 业务线判定Business line set — 判为 BESPOKEClassified BESPOKE 💡 意向 / 资格评分Intent / fit scored — 高意向 ≥50 或 VIPIntent ≥50 or VIP 🔒 目的地Destination — South KoreaSouth Korea 🔒 出行日期 / 大致月份Dates / rough month — 2026-10-17 → 212026-10-17 → 21 🔒 时长 / 晚数Duration / nights — 5 天 4 晚5D4N 🔒 人数（成人/儿童/婴/长者）Party size — 3 成人3 adults 🔒 房型 / 入住偏好Rooms / stay — 2 间；1 晚北村韩屋2 rooms; 1N Bukchon hanok 💡 行程偏好 / 必看 / 节奏Interests / must-sees / pace — 赏枫、美食、轻松Foliage, food, relaxed 🔒 机票安排（自购 / 代订 / 待定）Flights (self-book / arrange / TBD) — 代订 → 含机票报价；自购 → 到离港时刻Arrange → flight quote; self-book → times 🔒 预算 / 每日预算（不阻断）Budget / per-day (never blocks) — 缺则 PPPD S$600–1,200/人/天PPPD S$600–1,200 pppd if missing 💡 特殊需求（如有）Special needs (if any) — 忌口 / 座椅 / 保姆 / 签证Dietary / car seat / nanny / visa	AI 分类 → 建 case 打分派单 → 起草补料邮件（批准发送）→ 客户回信 → 抽取 trip brief → 缺则循环。机票一项必须确认。AI classifies → opens & scores the case → drafts the info-request (approve & send) → client replies → extract the brief → loop. Flights must resolve.	需人工批准Human approval
2 ② 询价（DMC）② Source (DMC) source	向 2 家地接社（DMC）并行发软询价、收净价报价、做 QC；谁先达标就用谁（v1 不比价）。RFQ 2 DMCs in parallel, collect net quotes, QC; first to qualify wins (v1 — no comparison).	🔒 已发 RFQRFQ sent — 并行 2 家 DMC2 DMCs in parallel 🔒 DMC 回复含完整要素DMC reply is complete — 行程 + 住宿及价 + 司导及价 + 车型 + 含/不含Itinerary + hotels & price + guide/driver & price + vehicle + inclusions 🔒 报价过 QC（毛利达标）Quote passed QC (margin OK) — QC 通过 + 毛利达标QC passed + margin OK 🔒 已选定方案（首达标）A proposal selected (first-to-qualify) — 谁先达标用谁First to qualify wins	AI 起草 RFQ → 你批准发送 → DMC 回报价 → AI 入库 → 谁先通过 QC 且毛利达标就用谁（不比价）。缺要素则退回。AI drafts the RFQ → you approve & send → DMC quotes → AI files it → whichever first passes QC + hits margin is used (no comparison). Incomplete → bounce.	需人工批准Human approval
3 ③ 方案③ Quote quote	基于来源单据成本定价（毛利校验）、出逐日客户方案（代订则含机票）、内部审批后发客户。Price off source-backed cost (margin check), build the day-by-day proposal (flights if arranged), review, then send.	🔒 成本有来源单据（证据门）Source-backed cost (evidence gate) — 成本 S$48,500Cost S$48,500 🔒 毛利达标Margin OK — 毛利 18%Margin 18% 💡 机票（若我司代订）Flights (if Dynasty arranges) — 方案含机票报价 + 护照 + 姓名Flight quote + passports + names 🔒 客户方案已出Proposal issued — 方案已发客户Proposal sent to client	AI 从 SupplierCost 汇总成本（无来源不许出价）→ 层叠毛利 → 出逐日方案 → 内部审批 → 发客户。AI rolls up SupplierCost (no doc, no price) → layers margin → builds the proposal → internal review → send.	需人工批准Human approval
4 ④ 成交（含收定金）④ Close (incl. deposit) close	客户接受方案 → 开定金发票 → 收定金核验 = 赢单。涉及金钱，全程人工批准；收款后才确认供应商。Client accepts → issue the deposit invoice → deposit verified = won. Money moves → approval; suppliers only after payment.	🔒 客户接受方案Client accepted — 回复 = 接受Reply = accept 🔒 发票已开（证据门）Invoice raised (evidence gate) — 定金 INV 已开Deposit invoice issued 🔒 已收款（定金，审批点）Payment received (deposit, approval) — 定金已付并核验Deposit paid & verified	AI 对客户回复分类（接受/要改/问价）→ 开定金发票（含 book-after-payment 话术）→ 收款核验 → 赢单。AI classifies the reply (accept/revise/pricing) → issues the deposit invoice (book-after-payment wording) → verifies payment → won.	需人工批准Human approval
5 ⑤ 履约⑤ Operate operate	确认供应商收凭证、收尾款、出最终行程/voucher、行前对接司导、在途支持、行后复盘回流。Confirm suppliers & vouchers, take the balance, issue final docs, hand off the guide, support on-trip, then capture learning.	🔒 尾款结清（审批点）Balance cleared (approval) — 尾款已结清Balance cleared 🔒 供应商确认 + 凭证Suppliers confirmed + vouchers — 酒店/司导确认，voucher 已出Hotel/guide confirmed, vouchers issued 💡 最终行程出具Final itinerary issued — day-by-day 已发Day-by-day sent 💡 司导对接（抵达前）Guide/driver handoff (pre-arrival) — 姓名 + 联系方式Name + contact 💡 行前须知 + 行后复盘Pre-trip brief + post-trip debrief — 天气/打包 + 反馈/评分回库Weather/packing + feedback/scores to KB	AI 起草供应商确认/尾款提醒/行前须知 → 付款类需审批 → 抵达前发司导 → 在途支持 → 行后反馈+评分回流知识库。AI drafts supplier confirmations / balance reminders / pre-trip brief → payment items need approval → share the guide before arrival → on-trip support → feedback + scores back to the KB.	需人工批准Human approval

实例拆解Worked example Bespoke 全流程 · 用真实邮件与单据看懂The bespoke flow, told through real emails & documents · 源自 40+ 真实案例from 40+ real cases

跟着一个真实案例走完五步：每一步先用一句话说清在干嘛，再给真实邮件/询价单/行程单/报价单，再到两栏『我们关注什么 vs workflow 自动做什么』，最后是 workflow 规格与测试矩阵——这正是设计与验收自动化流程的依据。Follow a real case through all five steps: each opens with one plain line, then real emails / RFQ / itinerary / quote, then 'what we watch vs what the workflow automates', then the workflow spec and test matrix — the basis for designing and accepting the automation.

🔗 交互版（可折叠、业务/开发视角切换）在 ERP 内：Interactive version (collapsible, business/dev views) lives in the ERP: /playbook

① 接洽 Engage① Engage

接住来信 → AI 判类建 case → 起草补料邮件把需求问齐 → 客户回 → AI 抽成 Trip Brief（缺则循环）。务必锁定机票自购还是代订。Catch 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 用去年的券想去韩国，来信只说「首尔、也许加济州」。AI 分类建 case，John 一封补料邮件把缺的（人数/日期/是否加济州/要不要北村韩屋）一次问齐，Melody 一封就回全了。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.

✉ 真实物料（邮件 / 单据）Real artifacts (emails / docs)

客户/DMC 来信Inbound · Email 第 0 天 · 客户来信Day 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

我方外发Outbound · Email 第 1 天 · 补料邮件Day 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

客户/DMC 来信Inbound · Email 第 3 天 · 客户回需求Day 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

👀 我们关注什么What we watch

出行信号 + 来源/身份（老客券 / 转介 / VIP）Travel signal + source/identity (voucher / referral / VIP)
W.H.A.T. 是否齐：目的地 / 日期 / 时长 / 人数 / 房型Is W.H.A.T. complete: destination / dates / duration / pax / rooms
机票必须落到三态之一：自购 / 代订 / 待定Flights must resolve to: self-book / arrange / TBD
预算预期对齐（用 PPPD 区间，别逼数字）Align budget via the PPPD band (don't force a number)

🤖 workflow 自动化点Workflow automation hook

分类业务线 + 置信度（低则转人工分诊）Classify line + confidence (low → human triage)
联系人去重 / 建档，识别老客与券；打分建 case 派单De-dupe contact, detect repeat & voucher; score, open case, route
算缺口 → 起草补料邮件（待批准）→ 抽 brief → 缺则再问Compute gap → draft info-request (pending approval) → extract brief → re-ask if gaps

⚙ workflow 规格（状态机）Workflow spec (state machine)

触发Trigger 新来信进入接入队列（邮件 / WhatsApp / 网站）。A new enquiry hits the intake queue.

AI / 系统动作AI / system actions

分类业务线 + 置信度（低则转人工分诊）Classify line + confidence (low → triage)
联系人去重 / 建档（识别老客与券）De-dupe / create contact (detect repeat & voucher)
可行性体检（预算 vs PPPD、人数 ≤15、目的地非高风险）Feasibility (budget vs PPPD, pax ≤15, dest not high-risk)
打分建 case 派单 → 算缺口 → 起草补料邮件（待批准）Score, open case, route → compute gap → draft info-request (pending approval)
回信抽取 → TripBrief；锁机票口径；对齐预算Extract reply → TripBrief; settle flights; align budget

Gate 判 BESPOKE 且 W.H.A.T. must-have 齐 + 机票口径已定 → 进入询价；缺则循环或分诊。BESPOKE with W.H.A.T. complete + flight model set → advance to Source; else loop / triage.

输出 / 下一步Output / next Lead 带完整 TripBrief，可生成 sourcing 单。Lead with a complete TripBrief, ready to generate the sourcing brief.

🧪 测试矩阵（7 例 · 真实案例 + 可执行覆盖）Test matrix (7 · real cases + executable coverage)

#	场景Scenario	输入（真实案例）Input (real case)	期望 AI 动作Expected action	期望 GateExpected gate	期望输出Expected output	场景标识Scenario key
E1	正常：定制来信→问齐Happy: enquiry → brief complete 正常happy	『用券去韩国,首尔也许加济州』→ 回『3 大人/17–21 Oct/+济州/要韩屋』'voucher to Korea' → '3 adults / 17–21 Oct / +Jeju / hanok' ↳ Melody · DT-2026-0011	分类 BESPOKE、建 case、抽全 brief、机票=自购Classify BESPOKE, open case, full brief, flights self-book	通过 → 询价Pass → Source	TripBrief 完整TripBrief complete	`TC-B01`
E2	边界：意图不清Edge: unclear intent 边界edge	『你们有什么产品?』无目的地无日期'what do you offer?' — no dest/date ↳ 归档杂项来信	低置信 → 不自动建 BESPOKELow confidence → no auto BESPOKE	不通过 → 人工分诊Fail → triage	进入 /intake 待归类Lands in /intake	—
E3	边界：预算远低于底线Edge: budget below floor 边界edge	『2 人 10 天 S$4,000』≈ S$200/人/天'2 pax 10d S$4,000' ≈ S$200 pppd ↳ Vimala Nair 预算不匹配	不硬拒;给 PPPD 区间,建议缩范围No hard reject; PPPD band, suggest scale-back	可行性低 → 标记待对齐Low feasibility → flag	case 低优先 + 预算对齐任务Low-priority case + budget task	—
E4	边界：人数 >15Edge: pax > 15 边界edge	『公司 35 人,成都』'35-pax corporate, Chengdu' ↳ China MICE · DT-2026-0027	识别企业大团 → 归 MICEDetect corporate → route MICE	BESPOKE 不通过 → 转 MICENot BESPOKE → MICE	case 归 MICE 线Case under MICE	—
E5	边界：老客 VIP 转介Edge: repeat VIP referral 边界edge	TC 转介,曾走四国,复购TC referral, prior Shikoku, repeat ↳ David Sim · DT-2026-0014	匹配既有 Client,VIP 升优先,偏好预填Match Client, VIP priority, prefs pre-filled	通过(高优先)Pass (high priority)	Lead 高优先Lead high-priority	—
E6	边界：只回一半Edge: partial reply 边界edge	给了人数日期,没给房型/机票pax+dates, no rooms/flights ↳ 归档多轮 shaping	更新已知,只追问剩余项Update known, re-ask remainder	仍缺 → 循环Still missing → loop	二次补料(仅缺项)Second info-request (gaps only)	`TC-B05`
E7	边界：中途改目的地Edge: destination change 边界edge	定向中改『首尔→大阪』mid-shape 'Seoul → Osaka' ↳ 扰动用例	更新 destination,重判白名单,重算缺口Update dest, re-route whitelist, recompute gaps	字段变更不卡死流程Change must not dead-lock	brief 更新,同 case 继续Brief updated, same case	`TC-B01-X`

② 询价 Source（DMC 子流程·核心）② Source (DMC sub-process · core)

ERP 把 brief 自动变成 sourcing 单 → 并行发 2 家 DMC 询价 → 收净价报价 → 完整性 QC → 议价 → 附件入库做证据 →【v1】谁先达标（QC + 毛利）就用谁，不比价。ERP 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.

📖 需求定向完，ERP 直接生成 sourcing 单（不发内部邮件）。真正重的是对 DMC 的询价与议价——复杂案例（Yousif 日本）里：Ritz 京都要亲见 GM 调房才拿到 2 卧套房；体验报价 US$38,800 还要谈清是净价、加 12% 还是 27%。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%.

✉ 真实物料（邮件 / 单据）Real artifacts (emails / docs)

系统自动生成Auto-generated Sourcing 单（ERP 自动生成 · 不发内部邮件）Sourcing 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

RFQ 询价单RFQ RFQ 询价单（发给 DMC 的字段）RFQ 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.

我方外发Outbound · Email 真实 RFQ 往来（坦桑 ZAFS）Real 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.

客户/DMC 来信Inbound · Email DMC 回复（修订报价 + 条款）DMC 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)

内部单据Note 真实议价 / 加价透明度（Yousif 体验报价）Real 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."

👀 我们关注什么What we watch

回复是否完整：逐日 · 每城酒店+房型+连通+价 · 司导+价 · 车型 · 体验(预付/退改) · 含不含 · 净/毛 · 有效期 · 付款条款Reply complete: day-by-day · hotels+rooms+connecting+price · guide+price · vehicle · experiences(prepay/cancel) · inclusions · net/gross · validity · terms
价格能否拆 per-pax / 分档（2/4/6 人）Can price break to per-pax / tiers (2/4/6 pax)
成本必须是净价；加价层级谈清（12% vs 27%）Cost must be NET; markup layering pinned (12% vs 27%)
不可取消项与文化罚则提前标出Flag non-cancellable items & cultural penalties up front

🤖 workflow 自动化点Workflow automation hook

由 TripBrief 自动生成 sourcing 单（不发内部邮件）Auto-generate the sourcing brief from the TripBrief (no internal email)
起草 RFQ；并行发 2 家；发出建『追 DMC』任务（3 工作日 SLA）Draft RFQ; send 2 in parallel; create a 'chase DMC' task (3-day SLA)
解析回复附件 → SupplierCost(hasSourceDoc) + AttachmentParse reply attachment → SupplierCost(hasSourceDoc) + Attachment
分支判定（体验库匹配 + 顾问专长）→ 我方设计 / DMC 设计Branch gate (library match + consultant expertise) → Dynasty-designed / DMC-designed
完整性 QC：缺项自动退回。我方设计=首达标即用；DMC 设计=多家比稿选优Completeness QC: auto-bounce gaps. Dynasty-designed = first-to-qualify; DMC-designed = compare proposals & pick

⚙ workflow 规格（状态机）Workflow spec (state machine)

触发Trigger TripBrief 完整 → ERP 自动生成 sourcing 单。TripBrief complete → ERP auto-generates the sourcing brief.

AI / 系统动作AI / system actions

由 brief + DMC 白名单生成 sourcing 单（非邮件）Generate sourcing brief from brief + whitelist (not an email)
起草 RFQ → 并行发 2 家（净价、2/4/6 分档）Draft RFQ → send 2 in parallel (NET, per-2/4/6)
无回按 SLA 追单（3 工作日）Chase per SLA if silent (3 business days)
回复入库 → SupplierCost(hasSourceDoc) + AttachmentFile reply → SupplierCost(hasSourceDoc) + Attachment
完整性 QC；缺项自动退回Completeness QC; bounce gaps

Gate 【v1】2 家中谁先通过 QC 且毛利达标就用谁（不比价）→ 进入方案。[v1] whichever of the 2 first passes QC + margin is used (no comparison) → advance to Quote.

输出 / 下一步Output / next 选定 DMC + 有来源单据的 SupplierCost。Selected DMC + source-backed SupplierCost.

🧪 测试矩阵（7 例 · 真实案例 + 可执行覆盖）Test matrix (7 · real cases + executable coverage)

#	场景Scenario	输入（真实案例）Input (real case)	期望 AI 动作Expected action	期望 GateExpected gate	期望输出Expected output	场景标识Scenario key
S1	正常：回复完整即采用Happy: complete reply qualifies 正常happy	ZAFS：逐日+净价 US$2,268/人+50/50+open-jawZAFS: day-by-day + NET US$2,268/pax + 50/50 + open-jaw ↳ Tanzania ZAFS · DT-2026-0028	入库、QC 全过、毛利达标File, QC clear, margin OK	首达标 → 选用First-to-qualify → use	选定 ZAFS,进入方案ZAFS selected → Quote	`TC-B01`
S2	边界：连通房没保证Edge: connecting not guaranteed 边界edge	『6 间已订但连通房未保证』'6 rooms but connecting not guaranteed' ↳ Yousif · DT-2026-0012	QC 标记 → 退回『至少 2 间连通』QC flags → bounce 'need ≥2 connecting'	QC 不过 → 不采用QC fail → not used	退回邮件 + 留在询价Bounce + stays in Source	`TC-B07`
S3	边界：报毛价非净价Edge: gross, not NET 边界edge	报价含佣金 → 12% / 27%quote includes commission → 12% / 27% ↳ Yousif 体验报价	QC 标记非净价 → 要拆净价QC flags non-NET → require NET	QC 不过 → 退回QC fail → bounce	净价确认后再定价Price after NET confirmed	—
S4	边界：只给总价无分档Edge: lump-sum, no per-pax 边界edge	『land 约 S$135,300』无 per-pax'land ~S$135,300', no per-pax ↳ China land programme	退回:要 per-pax + 2/4/6 分档Bounce: per-pax + 2/4/6 tiers	QC 不过 → 退回QC fail → bounce	拿到分档才继续Continue with tiers	—
S5	边界：DMC 不回Edge: DMC silent 边界edge	3 工作日无回3 business days, no reply ↳ 通用 SLA	追单;5 天靠并行那家/备选Chase; at 5d lean on parallel/backup	另一家先达标即用Other qualifying first is used	不被单点拖死No single-point stall	—
S6	边界：旺季涨价Edge: peak pricing 边界edge	Bvlgari 隔日报价高(樱花季)Bvlgari jumps overnight (sakura) ↳ Yousif Bvlgari / Ritz	报警+重谈(90 天锁价)/三选项Alert + renegotiate (90-day hold) / 3 options	超预算未解决 → 不放行Over-budget unresolved → block	锁价或调整后继续Continue after hold/change	—
S7	边界：两家都回(首达标)Edge: both reply (first-to-qualify) 边界edge	A 先回 QC 过+毛利达标;B 随后A first, QC clear + margin OK; B later ↳ v1 规则验证	用 A,不等 B,不比价Use A; no wait; no comparison	首达标=A → 选定First-to-qualify = A	选 A,B 归档A selected, B archived	`TC-B03`

③ 方案 Quote③ Quote

两分支汇合 → ① AI 生成方案总结（来源成本 + 毛利校验，代订则含机票）→ ② 操作员审阅批准 → ③ 生成客户 PDF 并发送。Both 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 的方案出来：4 晚行程含接驳与济州机票，逐日排好。成本从 SupplierCost 汇总（必须有来源单据），加毛利后出客户方案，内部审一眼即发。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.

✉ 真实物料（邮件 / 单据）Real artifacts (emails / docs)

行程单Itinerary 行程单（逐日 · 节选）Itinerary (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

👀 我们关注什么What we watch

证据门：每条成本都要有来源单据（hasSourceDoc=true）Evidence gate: every cost line is source-backed (hasSourceDoc=true)
毛利达标；代订机票则方案含机票报价Margin OK; if arranging flights, proposal carries the flight quote
方案含 PPPD / 预算摘要与条款Proposal carries the PPPD / budget summary + T&Cs

🤖 workflow 自动化点Workflow automation hook

从 SupplierCost 汇总成本（多币种归一）+ 毛利校验报警Roll up cost from SupplierCost (multi-currency) + margin-check alert
生成逐日行程 + 客户方案 → 内部审批（待批准）Generate itinerary + proposal → internal review (pending approval)
批准后发客户Send to the client on approval

⚙ workflow 规格（状态机）Workflow spec (state machine)

触发Trigger DMC 已选定，进入定价。A DMC is selected; enter pricing.

AI / 系统动作AI / system actions

从 SupplierCost 汇总成本（证据门:hasSourceDoc）Roll up cost from SupplierCost (evidence gate)
层叠毛利 + 校验报警Layer margin + check/alert
生成逐日行程 + 客户方案（代订则含机票）Generate itinerary + proposal (flights if arranged)
内部审批 → 发客户Internal review → send to client

Gate 成本有来源单据 + 毛利达标 + 审批 → 方案发出 → 进入成交。Source-backed cost + margin OK + approval → proposal sent → advance to Close.

输出 / 下一步Output / next 逐日方案+报价已发客户。Day-by-day proposal + price sent to the client.

🧪 测试矩阵（4 例 · 真实案例 + 可执行覆盖）Test matrix (4 · real cases + executable coverage)

#	场景Scenario	输入（真实案例）Input (real case)	期望 AI 动作Expected action	期望 GateExpected gate	期望输出Expected output	场景标识Scenario key
Q1	正常:出方案发客户Happy: proposal sent 正常happy	成本汇总+毛利达标 → 逐日方案cost roll-up + margin OK → day-by-day ↳ Melody / Yousif	汇总成本、出方案+行程、审批Roll up cost, proposal+itinerary, approve	来源齐+毛利OK+审批 → 发出Sourced + margin + approved → send	方案 v1 已发Proposal v1 sent	`TC-B01`
Q2	边界:无来源单据Edge: no source doc 边界edge	成本没挂报价单(hasSourceDoc=false)cost lacks a DMC quote ↳ 证据门规则	拦截:无 source 不许出价Block: no source doc → no pricing	证据门不过 → 拦截Evidence gate fail → blocked	回询价补来源单据Back to Source for the doc	—
Q3	边界:毛利不达标Edge: margin below threshold 边界edge	净价算出毛利 < 门槛computed margin < threshold ↳ 薄利案例	不出方案 → 重谈/升级审批Don't issue → renegotiate / escalate	毛利不达标 → 不放行Margin fail → block	达标或人工决策后继续Continue after fix / human call	—
Q4	边界:代订机票Edge: arranges flights 边界edge	代订 → 方案含机票报价 + 护照 + KrisFlyerarrange → flight quote + passports + KrisFlyer ↳ 通用代订流程	方案含机票方案+报价,收齐资料Proposal carries flight option+quote; collect data	代订三项齐All three present	含机票的方案Proposal with flights	—

④ 成交 Close（含收定金）④ Close (incl. deposit)

客户接受方案 → 开定金发票 → 收定金 = 赢单。涉及金钱，全程人工批准。Client accepts → issue the deposit invoice → deposit in = won. Money moves → human approval throughout.

📖 Melody 接受后开票：全价 S$3,150、券抵 S$2,400、尾款 S$750、两天付款窗。付款前她问「真订好了吗」——这就是 book-after-payment 的标准解释点。复杂案例则先出 Land 定金 S$71,000 锁车/司导/酒店。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.

✉ 真实物料（邮件 / 单据）Real artifacts (emails / docs)

发票Invoice 定金 / 报价发票（Melody · 真实）Deposit / 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.

我方外发Outbound · Email 复杂案例：Land 定金（Yousif）Complex 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)

👀 我们关注什么What we watch

券 / credit 抵扣行要正确显示Voucher / credit deduction line shown correctly
发票编号规则、币种、kind（deposit/full/balance）、付款窗Invoice number rule, currency, kind (deposit/full/balance), due window
book-after-payment 话术必须写进发票邮件The book-after-payment wording must be in the invoice email
收定金 = 赢单；收款核验后才向供应商确认Deposit = won; only confirm suppliers once verified

🤖 workflow 自动化点Workflow automation hook

客户回复分类（接受 / 要改 / 问价）Classify the client reply (accept / revise / pricing)
生成定金发票（按编号规则）→ 挂到邮件Generate the deposit invoice (per numbering rule) → attach to email
收款核验（Payment.verified）；7 天未付自动升级催款Verify payment; auto-escalate a chase if unpaid 7 days out

⚙ workflow 规格（状态机）Workflow spec (state machine)

触发Trigger 方案已发，等客户回复。Proposal sent; awaiting the client.

AI / 系统动作AI / system actions

客户回复分类（接受 / 要改 / 问价）Classify the reply (accept / revise / pricing)
开定金发票（编号规则 · 券抵扣 · book-after-payment 话术）Issue the deposit invoice (numbering · voucher · book-after-payment)
收定金、核验入账（Payment.verified）Collect & verify the deposit (Payment.verified)

Gate 接受 + 发票已开 + 定金核验 → 赢单 → 进入履约（收款后才确认供应商）。Accepted + invoice raised + deposit verified → won → advance to Operate (suppliers only after payment).

输出 / 下一步Output / next 定金到账并核验，case 标记赢单。Deposit received & verified, case marked won.

🧪 测试矩阵（5 例 · 真实案例 + 可执行覆盖）Test matrix (5 · real cases + executable coverage)

#	场景Scenario	输入（真实案例）Input (real case)	期望 AI 动作Expected action	期望 GateExpected gate	期望输出Expected output	场景标识Scenario key
C1	正常:接受→券抵扣开票→收定金Happy: accept → invoice → deposit 正常happy	接受;全价 S$3,150 − 券 S$2,400 = S$750accept; S$3,150 − S$2,400 = S$750 ↳ Melody · PSDT-DT-261017	开票(券抵扣行)+book-after-payment+收款核验Invoice (voucher line) + wording + verify	接受+发票+定金 → 赢单Accept + invoice + deposit → won	定金到账,进入履约Deposit in → Operate	`TC-B01`
C2	边界:Land 定金锁供应商Edge: land deposit 边界edge	Land 定金 S$71,000 锁车/司导/酒店land deposit S$71,000 to lock vehicles/guide/hotels ↳ Yousif · PSDT-TC-250310-LAND-DP-001	开 deposit 发票,尾款 30 天前Issue deposit; balance 30d pre-trip	定金审批 → 发出Deposit approved → send	到账后锁供应商Lock suppliers once cleared	`TC-B02`
C3	边界:多张发票(加项)Edge: multi-invoice add-on 边界edge	底价 S$18,000 + 加项 S$1,365 同日付base S$18,000 + add-on S$1,365 same day ↳ David Sim · PSDT000405(+ADD)	开 add-on 发票,关联同一 caseIssue add-on linked to the case	各自审批+收款Each approved + paid	两票结清 S$19,365Both settled S$19,365	`TC-B04`
C4	边界:客户问『真订好了吗』Edge: 'is it booked?' 边界edge	付款前问是否已订asks if booked before paying ↳ Melody 真实往来	回 book-after-payment + 附行程Reply book-after-payment + itinerary	话术必须在发票邮件内Wording must be in the email	客户理解后付款Pays after clarity	—
C5	边界:临行未付Edge: unpaid near departure 边界edge	尾款逾期,临行 7 天未付overdue, 7 days pre-trip, unpaid ↳ Melody 逾期尾款	自动升级催款给 PICAuto-escalate a chase to the PIC	未付 → 不确认供应商Unpaid → no supplier confirmation	高优先催款 + 暂缓出行High-priority chase + hold operate	—

⑤ 履约 Operate⑤ Operate

确认供应商收 voucher → 收尾款 → 出最终行程 → 行前对接司导 → 在途每日支持 → 行后回收反馈与供应商评分（学习回流）。Confirm suppliers & collect vouchers → take the balance → issue final docs → guide handoff pre-arrival → daily on-trip support → post-trip feedback + supplier scoring (learning loop).

📖 出发前 Chika 发赏花预报与接机点；在途每天发照片实况（鸣门漩涡、蓝染、做伞）；David 把希美城堡磁铁掉车里，司导次日找回。行后体验评分写回知识库，已暂定下次复购。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.

✉ 真实物料（邮件 / 单据）Real artifacts (emails / docs)

客户/DMC 来信Inbound · WhatsApp 行前 4 天4 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.

客户/DMC 来信Inbound · WhatsApp 在途 · 第 1 天On-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]

👀 我们关注什么What we watch

尾款结清；房号/连通房抵达前 3 天复核；voucher 齐Balance cleared; re-check room numbers/connecting 3 days out; vouchers all in
体验取消条款需客户签字（不可取消的提前说清）Client sign-off on cancellation terms (flag non-cancellable up front)
每日 check-in + 照片佐证；SOS 响应 < 1 小时Daily check-in + photo evidence; SOS response < 1 hour
行后：满意度、供应商评分、复购线索Post-trip: satisfaction, supplier scoring, repeat-booking lead

🤖 workflow 自动化点Workflow automation hook

尾款提醒（出发前 30 天）+ 入账核验Balance reminder (30d out) + receipt verification
供应商确认追踪 + 行前司导对接卡（姓名/联系/接驳点）Supplier-confirmation tracking + pre-arrival guide card (name/contact/meet point)
照片/凭证归档；行后反馈抽取 → 写回评分库 → 生成复购跟进File photos/vouchers; extract feedback → write scores back → spawn repeat follow-up

⚙ workflow 规格（状态机）Workflow spec (state machine)

触发Trigger 定金到账，进入履约。Deposit received; enter operate.

AI / 系统动作AI / system actions

确认供应商 + 收 voucher；rooming 图复核Confirm suppliers + vouchers; re-check rooming
尾款提醒（出发前 30 天）+ 入账核验Balance reminder (30d) + verify
出最终逐日行程;行前司导对接卡Issue final itinerary; pre-arrival guide card
在途每日 check-in + 照片佐证Daily on-trip check-in + photo evidence
行后反馈抽取 → 写回评分库 → 生成复购线索Extract feedback → write scores back → spawn repeat

Gate 尾款结清 + 供应商确认 + 凭证齐 → 出行交付；付款类需审批。Balance cleared + suppliers confirmed + vouchers → deliver; payment items need approval.

输出 / 下一步Output / next 行程交付完成，反馈与评分回流知识库。Trip delivered; feedback + scores flow back to the KB.

🧪 测试矩阵（4 例 · 真实案例 + 可执行覆盖）Test matrix (4 · real cases + executable coverage)

#	场景Scenario	输入（真实案例）Input (real case)	期望 AI 动作Expected action	期望 GateExpected gate	期望输出Expected output	场景标识Scenario key
O1	正常:确认+对接Happy: confirm + handoff 正常happy	尾款结清,酒店/司导确认,Chika 发接机点balance cleared, hotel/guide confirmed, Chika sends meet point ↳ Yousif / David · operate	核尾款、追确认、出行程、发司导卡Verify balance, chase confirmations, itinerary, guide card	结清+确认+凭证 → 交付Cleared + confirmed + vouchers → deliver	行前对接完成Pre-arrival done	`TC-B02`
O2	边界:体验不可取消Edge: non-cancellable experience 边界edge	『一旦订不可改/取消有重罚』'once booked, no change; penalty' ↳ Yousif 寿司/体验	书面列不可取消项+罚则,要签字List non-cancellable + penalties; get sign-off	未签字 → 不确认No sign-off → don't confirm	签字后才下单Confirm after sign-off	—
O3	边界:落地房型不符Edge: rooming mismatch on arrival 边界edge	落地非连通,家庭被拆rooms not connecting, family split ↳ Yousif rooming 复核	前 3 天电话复核;落地司导协调Verify 3d out; guide fixes on-site	不符 → 换房/补差Mismatch → re-room / cover	家庭连通房落实Connecting rooms secured	—
O4	边界:行后回流Edge: post-trip learning loop 边界edge	刀匠/蓝染评分最高;已暂定复购sword/indigo scored highest; repeat held ↳ David Sim · post-trip	收满意度、评分写回 KB、建复购线索Collect satisfaction, score to KB, spawn repeat	反馈入库 = 学习回流Feedback filed = learning loop	评分回库 + 复购 caseScores in KB + repeat case	`TC-B04`

DMC 完整交互流程（一来一回）The complete DMC interaction sequence

询价阶段我方与 DMC 的标准 7 步往来，每步附真实话术。The standard 7-step back-and-forth with the DMC during sourcing, each with a real line.

Dynasty → DMCDynasty → DMC

发软询价 RFQ：人数/日期/房型/必看/特殊需求/预算档/车型/付款条款，必要时要求 2/4/6 人分档报净价。Soft RFQ: pax/dates/rooming/must-sees/special needs/budget tier/vehicle/payment terms; ask for NET per 2/4/6-pax when soft.

“Could you quote on a 2, 4 and 6 pax basis so we can advise the client. Please confirm NET rates, validity and payment terms.”

DMC → DynastyDMC → Dynasty

回初步报价 + 可订性：逐日行程、酒店+房+价、司导+车、含不含、净价、有效期。Initial quote + availability: day-by-day, hotels+rooms+price, guide+vehicle, inclusions, net rates, validity.

“Serengeti Elewana night + camps USD 2,268/pax (double-share); open-jaw JRO in → ZNZ out; 50/50 terms.”

Dynasty (内部 QC)Dynasty (internal QC)

完整性核查：连通房保证？per-pax 拆了？含不含清楚？取消政策？有效期？任一缺 → 退回。Completeness QC: connecting rooms? per-pax broken out? inclusions clear? cancellation? validity? any gap → bounce.

“We have 6 rooms but connecting not guaranteed → ask for ≥2 connecting, or find an alternative hotel.”

Dynasty → DMCDynasty → DMC

退回补齐 / 议价：要连通房、砍一晚高价、改路线(open-jaw)、要求 90 天锁价、谈加价层级。Bounce / negotiate: connecting rooms, drop a premium night, open-jaw, 90-day rate hold, pin the markup layer.

“Could we drop one Elewana night (saving ~USD 300 pp)? Please hold rates 90 days and confirm connecting rooms.”

DMC → DynastyDMC → Dynasty

修订报价 + 最终条款：调整后的行程/价、付款比例(如 50/50)、运营交接(WhatsApp 群)。Revised quote + final terms: adjusted itinerary/price, payment split (e.g. 50/50), ops handoff (WhatsApp group).

“All noted on the revised 10-day plan. Happy with 50/50; we'll set up a WhatsApp ops group on final pax.”

Dynasty (入库)Dynasty (file evidence)

附件入库：抽 pax/日期/酒店/净价/含不含/总价 → SupplierCost(source_document, hasSourceDoc=true) + Attachment(dmc_quote)。File the attachment: extract pax/dates/hotels/net/inclusions/total → SupplierCost(source_document, hasSourceDoc=true) + Attachment(dmc_quote).

Dynasty（首达标即用）Dynasty (first-to-qualify)

【v1】发给 2 家并行；谁先通过 QC 且毛利达标就用谁——不比价、不等齐 → 进入定价。无来源单据不许出价。[v1] two DMCs in parallel; whoever first passes QC and hits margin is used — no comparison → move to pricing. No source doc, no price.

三个端到端测试案例Three end-to-end test cases

BP-1 · Melody Korea 简单 · 单 DMC · 券抵扣 · 已成交Simple · single DMC · voucher · closed

画像Profile 老客券兑换，正常敏感度，3 成人，城市+文化民宿混搭。Repeat-voucher client, normal sensitivity, 3 adults, city + hanok mix.行程Trip 韩国首尔3晚+济州；2026-10-17→21；2 间房；国内段代订、国际自购。Korea, Seoul 3N + Jeju; 2026-10-17→21; 2 rooms; domestic arranged, intl self-book.商务Commercials 全价 S$3,150 − 券 S$2,400 = 尾款 S$750；毛利 ~16.5%。发票 PSDT-DT-261017-BT-FP-0007。S$3,150 − S$2,400 voucher = S$750; GP ~16.5%. Invoice PSDT-DT-261017-BT-FP-0007.

接洽Engage	券兑换来信→建case→问齐需求→抽brief。Voucher enquiry → case → gather brief.
询价Source	韩国 DMC：Ibis Insadong+Rakkojae 民宿+济州机票+接驳。Korea DMC: Ibis + Rakkojae + Jeju flight + transfers.
方案Quote	逐日方案，券抵扣后定价。Day-by-day proposal, priced after voucher.
成交Close	开票尾款 S$750，2 天窗，收定金。Invoice S$750, 2-day window, deposit.
履约Operate	收款后确认预订、出行程。Confirm bookings post-payment, issue itinerary.

复杂点 / 真实坑Complications

付前问『真订好了吗』→ 触发 book-after-payment 解释。Asks 'is it booked?' before paying → book-after-payment.

workflow 应做到（开发可断言）Workflow must do (dev-assertable)

发方案前生成逐日行程并挂到发票。Generate the itinerary and attach to the invoice before sending.
发票邮件含『收款后即确认,受可订性约束』话术。Invoice email carries the 'confirmed on payment' wording.

BP-2 · Yousif Japan 复杂 · 多城多供应商 · VIP · 在途运营Complex · multi-city/supplier · VIP · live ops

画像Profile Travel Curators 转介 VIP，WhatsApp 优先；7 成人+3 童（含 5 月龄婴）；无麸质、夜间保姆、连通房、婴儿座椅。Travel Curators VIP, WhatsApp-first; 7 adults + 3 children (one 5-mo infant); gluten-free, night nanny, connecting rooms, car seat.行程Trip 日本东京4N→富山2N→金泽2N→京都3N；2 辆埃尔法+商务车；Solveig 全程；豪华樱花季。Japan Tokyo4N→Toyama2N→Kanazawa2N→Kyoto3N; 2 Alphards + minivan; Solveig full-trip; luxury sakura.商务Commercials 总收入 ~S$240k；Land 定金 S$71,000；体验 US$38.8k→US$49.3k(27%)；毛利 ~12.4%。Revenue ~S$240k; land deposit S$71,000; experiences US$38.8k→US$49.3k (27%); GP ~12.4%.

接洽Engage	VIP 转介，多轮敲定酒店/连通房/保姆/婴儿需求。VIP referral, multi-round on hotels/connecting/nanny/baby.
询价Source	Ritz 京都亲见 GM 调房；体验逐城报价谈加价。Ritz Kyoto GM re-jig; experiences priced + markup pinned.
方案Quote	多供应商成本汇总+毛利出方案。Multi-supplier cost roll-up + margin proposal.
成交Close	出 Land 定金发票 S$71,000，锁车/司导/酒店。Land deposit invoice S$71,000 to lock vehicles/guide/hotels.
履约Operate	司导每日 check-in+照片；行前赏花预报。Daily guide check-ins + photos; pre-trip bloom forecast.

复杂点 / 真实坑Complications

rooming 矩阵：5 人家庭 2 卧套房 + 5 间，逐城重排。Rooming matrix: 5-person family 2-BR suite + 5 rooms, re-laid per city.
旺季动态涨价；英语保姆缺货→本地兜底；体验订后不可改。Peak spikes; no English nanny → local fallback; booked experiences non-changeable.

workflow 应做到（开发可断言）Workflow must do (dev-assertable)

支持每城 rooming + 连通房标注，抵达前出酒店确认(含 rooming 图)。Per-city rooming + connecting flags; pre-arrival hotel confirmation with diagram.
动态涨价报警给三选项；体验确认前客户签字。Rate-escalation alert with 3 options; client sign-off before confirming experiences.

BP-3 · David Sim Shikoku 中等 · 文化 · 复购老客 · 完整闭环 + 学习回流Medium · cultural · repeat VIP · full loop + learning

画像Profile Travel Curators 复购 VIP，2 成人；文化/工艺/慢游；固定司导 Chika+随行 Yang。Travel Curators repeat VIP, 2 adults; culture/crafts/slow travel; fixed guide Chika + companion Yang.行程Trip 日本四国+仓敷+冈山+有马+大阪；2025-03-22→31；私家车+司导。Japan Shikoku + Kurashiki + Okayama + Arima + Osaka; 2025-03-22→31; private car + guide.商务Commercials 底价 S$18,000 + 加项 S$1,365 = S$19,365；毛利 ~15%。Base S$18,000 + add-on S$1,365 = S$19,365; GP ~15%.

接洽Engage	复购老客,偏好已知,快速建 case。Repeat client, known prefs, fast case.
询价Source	Chika 报底价；刀匠体验升级(+S$200–300)。Chika base quote; sword-craftsman upsell (+S$200–300).
方案Quote	行程上传 app，估加项 S$1,200。Itinerary in app, ~S$1,200 add-on estimate.
成交Close	底价+加项两张发票同日付清。Base + add-on invoices, both paid same day.
履约Operate	司导每日照片；体验评分回收；暂定复购。Daily guide photos; experience scores captured; repeat held.

复杂点 / 真实坑Complications

升级类加项当日批准；在途磁铁掉车→司导找回。Same-day upsell approval; on-trip magnet lost → guide retrieved.

workflow 应做到（开发可断言）Workflow must do (dev-assertable)

支持多张发票(底价+加项)关联同一 case。Support multiple invoices (base + add-on) on one case.
行后体验评分写回 KB,生成复购跟进线索。Post-trip, write scores to the KB and spawn a repeat follow-up.

开发字段参考（每个必要条件的数据字段与判定）Developer field reference (data fields & verification per condition)

上面看懂流程后，这里是精确到字段的参考：每个必要条件采什么数据、如何判定满足、易错点。Once the flow is clear, this is the field-precise reference: what each condition captures, how it's verified, and the pitfalls.

① 接洽 Engage① Engage

🎯 判断是否真实定制、归线建 case，并把模糊来信补全成可询价的 W.H.A.T. trip brief，锁定机票自购/代订。Decide if it's a real bespoke need, classify & open the case, and complete the vague enquiry into a source-ready W.H.A.T. brief — resolving flights to self-book vs arrange. · 👤 分类自动；补料外发需人工批准Classify auto; the client info-request needs approval to send

操作微步骤Operational micro-steps

解析来信、抽信号、分类Parse, extract signals, classify — 抽目的地/月份/人数/预算线索/是否老客VIP；判 BESPOKE vs 其它线，低置信转人工分诊。Pull destination/month/pax/budget/VIP; classify BESPOKE vs others; low confidence → human triage.
▸ 出：businessLine + 置信度（AiDecisionLog）Out: businessLine + confidence (AiDecisionLog)
⟐ Melody：『用券去韩国,3 大人,10 月』Melody: 'voucher to Korea, 3 adults, Oct'
建 case、评分、派单Open case, score, route — 去重/建 Client（识别券）→ 建 Lead → 高意向分（VIP/转介升优先）→ 派 PIC。De-dupe/create Client (detect voucher) → create Lead → score intent (VIP/referral bumps) → assign PIC.
▸ 出：Lead@engage + PIC + 首条时间线Out: Lead@engage + PIC + first timeline
算缺口 → 起草补料邮件Compute gap → draft info-request — 对照 must-have（目的地/日期/时长/人数/房型/机票/预算）找缺口，起草自然语气邮件只问缺的。Diff the must-haves (destination/dates/duration/pax/rooms/flights/budget), draft a natural email asking only gaps.
▸ 出：draft_missing_info_email（待批准）Out: draft_missing_info_email (pending approval)
回信抽取 → TripBrief，缺则循环Extract reply → TripBrief, loop if gaps — 客户回信抽成结构化 brief；锁定机票口径（自购给时刻/代订进方案/待定）；对齐预算 PPPD。Extract the reply into a structured brief; settle flights (self-book/arrange/TBD); align budget PPPD.
▸ 入：客户回信 → 出：完整 TripBriefIn: client reply → Out: complete TripBrief

必要条件逐项拆解Each required condition, broken down

条件Condition	含义 / 为何 gateMeaning / why it gates	数据字段Data fields	如何判定满足How it's verified	示例Example
业务线判定Business line set line	归 BESPOKE 才走本流程。Must classify BESPOKE.	businessLine、tripType、置信度businessLine, tripType, confidence	classifier ≥ 阈值，否则分诊classifier ≥ threshold, else triage	BESPOKE · private · 0.86BESPOKE · private · 0.86
目的地Destination destination	决定走哪个 DMC 白名单。Decides the DMC whitelist.	destinations（可多城）+ 路线顺序destinations (multi-city) + routing	至少 1 个国家/城市≥1 country/city	Seoul + JejuSeoul + Jeju
出行日期Dates dates	旺季影响价格与可订性。Peak windows drive price/availability.	startDate、endDate、是否可浮动startDate, endDate, flexible?	有档期或 ±数天窗口fixed or ±few-day window	2026-10-17 → 212026-10-17 → 21
人数（成人/儿童/婴/长者）Party size travellers	影响房型/车型/餐位/特殊安排。Drives rooming/vehicle/dining/special.	paxAdults、paxChildren、婴/长者、家庭结构paxAdults, paxChildren, infants, elderly, family unit	成人必填；儿童/婴需年龄adults required; children/infants need ages	3 成人3 adults
房型 / 入住偏好Rooms / stay rooms	家庭常需连通房/套房。Families often need connecting/suite.	rooming、连通房需求、星级/品牌rooming, connecting need, tier/brand	房数 ≥ ceil(pax/2)，家庭标连通rooms ≥ ceil(pax/2), connecting flagged	2 房；1 晚北村韩屋2 rooms; 1N Bukchon hanok
机票安排（自购/代订/待定）Flights (self-book/arrange/TBD) flights	代订则方案含机票报价；自购需到离港时刻。Arrange → flight quote in proposal; self-book → arrival/departure times.	flightModel、舱位/里程或航班号时刻flightModel, cabin/miles or flight no./times	必须落到三态之一must resolve to one of three	代订首尔→济州；国际自购arrange Seoul→Jeju; intl self-book
预算 / PPPD（不阻断）Budget / PPPD (never blocks) budget	缺也能推进，用 PPPD 区间对齐。Can proceed; align via the PPPD band.	budget、budgetConfidence、PPPD 推算budget, budgetConfidence, derived PPPD	缺则给区间，不硬卡if missing give a band, never block	S$600–1,200/人/天S$600–1,200 pppd

易错点 / 设计对策Pitfalls / what to design for

意图不清 / 预算远低于底线Unclear intent / budget below floor → 低置信转人工分诊；预算低不硬拒,先给 PPPD 区间建议缩范围。Low confidence → triage; don't hard-reject low budget, give the PPPD band and suggest scaling back.
日期 12 月外仍浮动 / 人数还在凑Dates flexible 12mo out / pax firming → 暂存 tentative brief，不发硬询价；锁到 ±2 人再走。Hold a tentative brief; no firm RFQ; lock to ±2 pax first.
机票悬空Flights unresolved → 专门追问,必须落自购/代订/待定。Specifically ask; must resolve to one of the three.

② 询价 Source（DMC 子流程·核心）② Source (DMC sub-process · core)

🎯 向 2 家 DMC 并行发软询价、收净价报价、做完整性 QC 与议价、入库证据；【v1】谁先达标就用谁，不比价。RFQ 2 DMCs in parallel, collect NET quotes, QC + negotiate, file evidence; [v1] first to qualify wins, no comparison. · 👤 需人工批准发信（外发给 DMC）Human approval to send (outbound to DMCs)

操作微步骤Operational micro-steps

① 选 2 家 DMC（白名单 + 兜底）① Pick 2 DMCs (whitelist + fallback) — 按目的地取主+备并行发；按档位/旺季可订性/语言/特殊需求灵活度筛。v1 不为比价。Pull primary + backup by destination, RFQ in parallel; filter by tier/availability/language/flexibility. v1 not for comparison.
⟐ 日本→Solveig；坦桑→ZAFS；中国→china-dmc.cnJapan→Solveig; Tanzania→ZAFS; China→china-dmc.cn
② 起草并发 RFQ② Draft & send the RFQ — 固定字段软询价：人数拆分、日期晚数、每城房型+连通、必看、特殊需求、预算档/PPPD、车型、付款条款，必要时 2/4/6 人分档净价。Fixed-field soft RFQ: pax, dates, per-city rooming+connecting, must-sees, special needs, budget/PPPD, vehicle, terms; per-2/4/6-pax NET when soft.
▸ 出：draft_dmc_rfq；发出建追单任务Out: draft_dmc_rfq; on send a chase task
③ 收报价 → 完整性 QC③ Receive → completeness QC — 对照清单逐项核：逐日/酒店+房+连通+价/司导+价/车型/体验(预付/退改)/含不含/净毛/有效期/付款。缺即退回。Check the list: day-by-day/hotels+rooms+connecting+price/guide+price/vehicle/experiences/inclusions/net-gross/validity/terms. Missing → bounce.
⟐ Yousif：『6 间已订但连通房未保证』→ 退回Yousif: '6 rooms but connecting not guaranteed' → bounced
④ 议价 / 重谈房价④ Negotiate / renegotiate — 旺季动态涨价靠关系重谈；砍一晚高价、改 open-jaw、调档位、要 90 天锁价。Renegotiate peak spikes on relationship; drop a night, open-jaw, shift tier, ask a 90-day hold.
⟐ Ritz Kyoto：亲见 GM 调房拿 2 卧套房压回预算Ritz Kyoto: met GM to free the 2-BR suite within budget
⑤ 附件入库（证据）+ ⑥ 首达标选定⑤ File evidence + ⑥ first-to-qualify select — 回价 → SupplierCost(hasSourceDoc)+Attachment；2 家里谁先 QC 过且毛利达标就用谁,不等齐、不比价。Quote → SupplierCost(hasSourceDoc)+Attachment; of the 2, whoever first passes QC + margin is used — no waiting, no comparison.

必要条件逐项拆解Each required condition, broken down

条件Condition	含义 / 为何 gateMeaning / why it gates	数据字段Data fields	如何判定满足How it's verified	示例Example
已发 RFQ（并行 2 家）RFQ sent (2 in parallel) rfq_sent	并行+兜底，谁先达标用谁（v1 不比价）。Parallel + fallback, first to qualify wins (v1, no comparison).	Rfq + recipients[]、发送时间、追单 SLARfq + recipients[], sent time, chase SLA	常规 2 家；独家目的地可 1 家但标注normally 2; sole-source may be 1, flagged	Solveig + 备选接待Solveig + 1 backup
DMC 回复含完整要素DMC reply complete reply_complete	缺要素无法定价，必须退回。Missing fields block pricing — bounce.	逐日·酒店+房+连通+价·司导+价·车型·体验·含不含·净/毛·有效期·付款day-by-day·hotels+rooms+connecting+price·guide+price·vehicle·experiences·inclusions·net/gross·validity·terms	QC 清单逐项；任一缺 → reworktick the QC list; any gap → rework	见微步骤③ 真实退回see micro-step ③
已选定方案（首达标）Proposal selected (first-to-qualify) selected	首个 QC 通过且毛利达标的 DMC 即锁定。First DMC to pass QC + hit margin is locked in.	选中 DMC、选中报价、达标判定（QC+毛利）chosen DMC, chosen quote, qualify decision (QC+margin)	首达标即选定（不比价）first-to-qualify selected (no comparison)	ZAFS 先达标 → 采用ZAFS qualifies first → used

易错点 / 设计对策Pitfalls / what to design for

DMC 数天不回DMC silent for days → 3 工作日追单；5 天无回靠并行那家/启用备选。Chase at 3 business days; lean on the parallel/backup at 5.
报毛价 / 只给总价无 per-paxGross / lump-sum, no per-pax → 退回要净价 + per-pax/分档，否则无法算毛利。Bounce for NET + per-pax/tiers, else margin math breaks.
连通房没保证Connecting not guaranteed → 退回要 ≥2 连通或换酒店；酒店确认附 rooming 图。Bounce for ≥2 connecting or an alt hotel; confirmation carries a rooming diagram.

③ 方案 Quote③ Quote

🎯 基于来源单据成本定价（毛利校验）、出逐日客户方案（代订则含机票）、内部审批后发客户。Price off source-backed cost (margin check), build the day-by-day proposal (flights if arranged), review, then send. · 👤 需人工批准（金钱 / 证据门）Human approval (money / evidence gate)

操作微步骤Operational micro-steps

① 汇总成本（证据门）① Roll up cost (evidence gate) — 从 SupplierCost 汇总（必须 hasSourceDoc，无来源不许出价），多币种归一。Sum SupplierCost (must be source-backed — no doc no price), normalise currencies.
▸ 出：成本基数 + 来源单据链Out: cost base + source-doc chain
② 层叠毛利 + 校验② Layer margin + check — 加 Dynasty 毛利（定制豪华常 12–16%；自营 30%+），低于门槛报警。Add margin (luxury 12–16%; self-op 30%+), alert below threshold.
⟐ Yousif 12.4% / David 15%Yousif 12.4% / David 15%
③ 生成方案 → ④ 审批 → 发客户③ Generate proposal → ④ review → send — 逐日行程 + 含不含 + PPPD/预算摘要 + 条款；代订机票则含机票方案+报价；内部审一眼即发。Day-by-day + inclusions + PPPD/budget + T&Cs; flight option+quote if arranged; quick review then send.

必要条件逐项拆解Each required condition, broken down

条件Condition	含义 / 为何 gateMeaning / why it gates	数据字段Data fields	如何判定满足How it's verified	示例Example
成本有来源单据（证据门）Source-backed cost (evidence gate) cost_sourced	无 source_document 不许出价。No source document → no pricing.	SupplierCost.amount/currency/category、hasSourceDoc、AttachmentSupplierCost.amount/currency/category, hasSourceDoc, Attachment	每条成本挂到 DMC 报价单every cost tied to a DMC quote	Land US$52,780（附 ZAFS PDF）Land US$52,780 (ZAFS PDF)
毛利达标Margin OK margin	低于门槛需升级或重谈。Below threshold → escalate / renegotiate.	expectedRevenue、expectedGrossProfit、marginPctexpectedRevenue, expectedGrossProfit, marginPct	marginPct ≥ 业务门槛marginPct ≥ threshold	毛利 18% / S$52018% / S$520
机票（若代订）Flights (if arranged) flights_close	代订才触发：方案含机票报价 + 出行人资料。Conditional on arrange: flight quote + traveller data.	机票报价、护照扫描、姓名、里程账号flight quote, passport scans, names, miles account	代订=true 时三项齐when arrange=true, all present	报价 + 护照 + KrisFlyer 号quote + passports + KrisFlyer no.
客户方案已出Proposal issued proposal_issued	客户拿到逐日方案与报价。Client has the day-by-day + price.	Proposal + 版本、关联 ItineraryProposal + version, linked Itinerary	已发且含 PPPD/条款sent, with PPPD/T&Cs	方案 v1 已发proposal v1 sent

易错点 / 设计对策Pitfalls / what to design for

无来源单据就想定价Pricing without a source doc → 证据门拦截,回到询价补来源单据。Evidence gate blocks; back to Source for the doc.
预算与目的地差距大Budget vs destination gap → 方案含 PPPD 摘要,差 >20% 升级资深决策。Proposal carries PPPD summary; gap >20% escalates to senior.

④ 成交 Close（含收定金）④ Close (incl. deposit)

🎯 客户接受方案 → 开定金发票 → 收定金核验 = 赢单。涉及金钱，全程人工批准；收款后才向供应商确认。Client accepts → issue the deposit invoice → deposit verified = won. Money moves → human approval; suppliers only confirmed after payment. · 👤 需人工批准（金钱 / 审批点）Human approval (money / approval point)

操作微步骤Operational micro-steps

① 客户回复分类① Classify the client reply — 接受 / 要改 / 问价三类；要改则回方案阶段微调。Accept / revise / pricing; a revise loops back to Quote.
② 开定金发票（按编号规则）② Issue the deposit invoice — deposit/full/balance；numberType=source_document；券抵扣显示；book-after-payment 话术入邮件。deposit/full/balance; numberType=source_document; voucher line; book-after-payment wording in the email.
⟐ Melody 全价 S$3,150 减券 = 尾款 S$750；Yousif Land 定金 S$71,000Melody S$3,150 less voucher = S$750; Yousif land deposit S$71,000
③ 收定金（审批点）③ Collect the deposit (approval) — 收定金,核验入账（Payment.verified）；收款后才锁供应商。Take the deposit, verify (Payment.verified); only lock suppliers once paid.

必要条件逐项拆解Each required condition, broken down

条件Condition	含义 / 为何 gateMeaning / why it gates	数据字段Data fields	如何判定满足How it's verified	示例Example
客户接受方案Client accepted accepted	回复分类为接受才进收款。Reply must classify as accept to take payment.	proposal-reply 分类、版本proposal-reply class, version	分类=acceptclass = accept	client_acceptedclient_accepted
定金发票已开（证据门）Deposit invoice raised (evidence gate) invoice	正式 AR 凭证。Formal AR document.	Invoice.number/kind/amount/currency/dueAt、numberTypeInvoice.number/kind/amount/currency/dueAt, numberType	编号规则 + Xero 待同步numbering rule + Xero prepared	deposit S$71,000（Yousif）deposit S$71,000 (Yousif)
已收定金（审批点）Deposit received (approval) deposit	收款后才能向供应商确认。Suppliers only confirmed after payment.	Payment.amount/method/reference/verifiedPayment.amount/method/reference/verified	入账核验通过receipt verified	银行转账已核实bank transfer verified

易错点 / 设计对策Pitfalls / what to design for

客户以为已订好（book-after-payment 误解）Client thinks it's booked → 发票邮件明写『收款后即确认,受可订性约束』；临行 7 天未付自动升级。Invoice email states 'confirmed on payment, subject to availability'; auto-escalate if unpaid 7 days out.
定金未到就锁供应商Locking suppliers before deposit clears → 收款核验通过才进入履约确认。Only advance to Operate confirmation once payment is verified.

⑤ 履约 Operate⑤ Operate

🎯 确认供应商收凭证、收尾款、出最终行程、行前对接司导、在途支持、行后复盘回流知识库。Confirm suppliers & vouchers, take the balance, issue final docs, hand off the guide, support on-trip, then capture learning. · 👤 付款类需审批；其余 AI 起草/跟踪Payment items need approval; the rest AI drafts/tracks

操作微步骤Operational micro-steps

① 确认供应商 + 收 voucher① Confirm suppliers + vouchers — 酒店/司导/体验逐项确认,收 voucher；rooming 图复核。Confirm hotels/guide/experiences, collect vouchers; re-check rooming.
② 收尾款（审批点）② Collect the balance (approval) — 尾款通常出发前 30 天；起草提醒、核验入账。Balance ~30 days pre-departure; draft reminder, verify receipt.
③ 出最终行程 + 行前对接 + 在途 + 复盘③ Final docs + handoff + on-trip + debrief — 出客户版逐日行程;抵达前发司导卡(姓名/联系/接驳点);在途每日 check-in+照片;行后反馈+供应商评分写回 KB,触发复购。Issue the client itinerary; pre-arrival guide card; daily on-trip check-ins+photos; post-trip feedback+supplier scores to the KB, spawn repeat.
⟐ David：刀匠/蓝染评分最高,已暂定 2026-12 复购David: sword/indigo scored highest; Dec-2026 repeat held

必要条件逐项拆解Each required condition, broken down

条件Condition	含义 / 为何 gateMeaning / why it gates	数据字段Data fields	如何判定满足How it's verified	示例Example
尾款结清（审批点）Balance cleared (approval) balance	出行前无未结余额。No outstanding balance before travel.	Invoice(balance)、Payment、outstanding=0Invoice(balance), Payment, outstanding=0	余额=0 且核验balance = 0 and verified	尾款已结（Yousif）balance cleared (Yousif)
供应商确认 + 凭证Suppliers confirmed + vouchers suppliers	酒店/司导/体验落实并留凭证。Hotels/guide/experiences locked with vouchers.	确认号、voucher 文件、rooming 图confirmation no., voucher files, rooming diagram	关键供应商均有 voucherall key suppliers have vouchers	酒店确认号 + 司导 + 预付收据hotel conf. + guide + prepay receipts
最终行程 + 司导对接Final itinerary + guide handoff final_itin	客户拿到可执行行程,落地有人接。Client has the executable day-by-day; someone meets them.	Itinerary(qcStatus=passed)、司导姓名/电话/接驳点Itinerary(qcStatus=passed), guide name/phone/meet point	QC 通过且抵达前已发QC passed, sent before arrival	12 天逐日 + Solveig 联系12-day + Solveig contact

易错点 / 设计对策Pitfalls / what to design for

体验已订不可改 / 落地房型不符Non-cancellable experience / rooming mismatch → 确认前客户书面签字;抵达前 3 天电话复核房号,落地司导现场协调。Client sign-off before confirming; verify room numbers 3 days out, guide fixes on-site.

MICE MICE / 奖励旅游MICE / Incentive · 5

步骤Step	目的Purpose	必要条件（含示例）Gate conditions (with examples)	流程Flow	管控Control
1 企业资格Corporate Qualification mice_qualify	确认企业客户、团队规模、预算与决策链。Confirm the corporate client, group size, budget and decision chain.	💡 企业客户Corporate client — OCBCOCBC 🔒 人数Party size — 120 人120 pax 🔒 日期Dates — 2026 Q22026 Q2	AI 分类 → 建企业 case。AI classifies → opens the corporate case.	AI 自动执行AI auto-executes
2 活动定义Scope Event / Trip mice_scope	界定活动与行程范围（会议 + 奖励 + 宴会）。Define the event + trip scope (conference + incentive + gala).	💡 日期已定Dates fixed — 确定档期Dates fixed 💡 活动范围Event scope — 3 天会议 + 1 晚 gala3-day conference + 1 gala night	AI 起草补料邮件 → 你批准发送。AI drafts an info-request → you approve & send.	需人工批准Human approval
3 供应商/投标询价Supplier / Tender RFQ mice_tender	向场地/地接发询价或招标，收比选。RFQ/tender to venues & DMCs, collect and compare.	🔒 已报价Fare / price quoted — 场地 + 地接报价齐Venue + ground quotes in	AI 起草 RFQ → 批准发送 → 收报价。AI drafts the RFQ → approve & send → collect.	需人工批准Human approval
4 方案/合同/付款Proposal / Contract / Payment mice_proposal	出方案、签合同、收款。Proposal, contract, payment.	💡 合同签署Contract signed — 已签Signed 🔒 已收款Payment received — 定金到账Deposit in	AI 出方案/合同预览 → 人工审批（金钱）。AI drafts proposal/contract → human approval (money).	需人工批准Human approval
5 活动执行Operate Group / Event mice_operate	现场执行、供应商协调与结算。On-site delivery, supplier coordination, settlement.	💡 现场交付On-site delivery — 签到 / 用车 / 宴会Check-in / transport / gala 🔒 结算（审批点）Settlement (approval) — 供应商对账付款Supplier reconciliation & payment	AI 跟踪任务 → 付款/结算需审批。AI tracks tasks → payments/settlement need approval.	需人工批准Human approval

GROUP 跟团游Group Tour · 5

步骤Step	目的Purpose	必要条件（含示例）Gate conditions (with examples)	流程Flow	管控Control
1 产品匹配Product Match group_match	把需求匹配到现成团期产品。Match the enquiry to an existing series-tour product.	🔒 日期Dates — 赏樱档期Cherry-blossom dates 🔒 人数Party size — 2 成人2 adults 💡 产品类型（含机票 / 纯地接）Package (with-air / land-only) — 纯地接 8 天Land-only 8D	AI 分类 → 匹配产品（确认含机票或纯地接）。AI classifies → matches a product (confirm with-air or land-only).	AI 自动执行AI auto-executes
2 座位/价格核查Seat / Price Check group_check	核实团位与价格可订。Verify seat availability and live price.	🔒 已报价Fare quoted — 团费 S$2,380/人S$2,380 pp 💡 座位可订Seats available — 尚有 2 位2 seats left	AI 起草确认邮件 → 批准发送。AI drafts a confirmation → approve & send.	需人工批准Human approval
3 预订Booking group_booking	锁位下单。Lock seats and book.	🔒 尾款结清（无未结余额）Balance cleared (no outstanding) — 全款已收Fully paid	AI 准备下单 → 人工审批。AI prepares the booking → human approval.	需人工批准Human approval
4 付款/文件Payment / Documents group_payment	收齐款、出团队文件。Collect payment, issue group documents.	🔒 已开发票Invoice issued — 发票已开Invoice raised 💡 团队文件Group documents — 行程确认书已发Confirmation sent	AI 起草付款提醒 → 审批。AI drafts payment reminders → approval.	需人工批准Human approval
5 团队运营Tour Operation group_operate	出团与现场服务。Run the tour and on-ground service.	💡 领队对接Tour leader assigned — 领队已确认Leader confirmed 💡 集合出发Departure — 集合时间地点已发Meet point sent	AI 跟踪任务。AI tracks tasks.	AI 自动执行AI auto-executes

TICKETING 机票票务Air Ticketing · 6

步骤Step	目的Purpose	必要条件（含示例）Gate conditions (with examples)	流程Flow	管控Control
1 确认票务需求Capture Ticket Request tkt_request	确认航线、日期、人数、舱位偏好和出票限制。Capture routing, dates, party size, cabin preference and ticketing constraints.	🔒 航线 / 目的地Routing / destination — BNE–HKG–KTM 来回BNE-HKG-KTM return 🔒 日期Dates — 2026-01-112026-01-11 🔒 人数Party size — 1 成人1 adult	AI 分类 → 抽取票务需求 → 补齐缺失信息。AI classifies → extracts ticketing requirements → gathers missing fields.	AI 自动执行AI auto-executes
2 查询票价与可订性Search Fare & Availability tkt_fare_quote	查 GDS/供应商实时票价、座位、税费、票规、行李和有效期；此阶段不承诺订位。Check live GDS/supplier fare, seats, taxes, fare rules, baggage and validity; this stage does not commit a booking.	🔒 已报价Fare quoted — CX mixed-class SGD 6,200.10CX mixed-class SGD 6,200.10 💡 票规 / 行李Fare rules / baggage — 改退规则已列明Change/refund rules listed	AI 整理可报价选项 → 人工批准发送给客户。AI prepares quoteable options → human approves client send.	需人工批准Human approval
3 订位 / 保留 PNRReserve / Hold PNR tkt_pnr_hold	在客户确认票价后建 PNR / hold seat，记录出票时限和 fare-change 风险。After client fare approval, create or hold the PNR, capture the ticketing deadline and fare-change risk.	🔒 PNR 已保留 / 出票时限PNR held / ticketing deadline — PNR ABC123，TTL 明日 12:00PNR ABC123, TTL tomorrow 12:00 🔒 客户确认报价Client approved fare — 客户书面确认可出票Client written approval to proceed	AI 准备 hold 摘要 → 人工确认订位/hold → 记录 PNR 和 TTL。AI prepares the hold summary → human confirms reservation/hold → record PNR and TTL.	需人工批准Human approval
4 开票与收款Invoice & Payment tkt_invoice_payment	发出发票/收款请求，并在出票前核实到账。Issue the invoice/payment request and verify receipt before ticketing.	🔒 已开票 / 发出收款请求Invoice / payment request issued — CI-CTA-KTMCI-CTA-KTM 🔒 已收款Payment received — 信用卡到账Card payment received	AI 起草发票/收款提醒 → 财务/顾问确认 → 等待到账。AI drafts invoice/payment reminder → finance/consultant confirms → wait for receipt.	需人工批准Human approval
5 出票Issue Ticket tkt_issue	在付款证据齐全后出票，并发送电子票/发票。Issue only after payment evidence is complete, then send e-ticket and invoice.	🔒 已出票 / PNR 已确认Ticket issued / PNR confirmed — PNR 已出票，电子票已发PNR ticketed, e-ticket sent	AI 准备出票摘要 → 人工批准出票 → 发送电子票。AI prepares issue summary → human approves ticketing → send e-ticket.	需人工批准Human approval
6 售后/改退Servicing / Changes tkt_servicing	处理改签、退票、航变、退款和企业月结对账。Handle exchanges, refunds, schedule changes, refunds and corporate account reconciliation.	💡 变更请求Change request — 改期 / 退票退款Re-date / cancel & refund	AI 拟处置方案 → 涉及费用/票务承诺必须人工批准。AI proposes a resolution → money or ticketing commitment always needs human approval.	需人工批准Human approval

CRUISE 邮轮Cruise · 5

步骤Step	目的Purpose	必要条件（含示例）Gate conditions (with examples)	流程Flow	管控Control
1 确认邮轮需求Capture Cruise Request cruise_request	确认航次、日期、人数、舱房和特殊需求。Capture sailing, dates, party size, cabin category and special requirements.	🔒 航线 / 航次Sailing / itinerary — Danube 4 nightsDanube 4 nights 🔒 日期Dates — 2026-05-062026-05-06 🔒 人数Party size — 2 成人2 adults	AI 分类 → 抽取邮轮需求 → 补齐缺失信息。AI classifies → extracts cruise requirements → gathers missing fields.	AI 自动执行AI auto-executes
2 舱房可订与占位Cabin Availability & Hold cruise_cabin_hold	查舱房类别、实时价格、税费和保留时限。Check cabin category, live price, taxes and hold deadline.	🔒 已报价Fare quoted — Balcony SGD 1,632.44Balcony SGD 1,632.44 💡 可订 / 时限Availability / deadline — 舱房可保留至明日Cabin held until tomorrow	AI 整理舱房报价 → 人工批准发送。AI prepares the cabin quote → human approves client send.	需人工批准Human approval
3 订金/付款Deposit / Payment cruise_payment	开票/收订金，满足邮轮公司确认条件。Issue invoice / collect deposit to satisfy cruise-line confirmation terms.	🔒 已开票 / 发出收款请求Invoice / payment request issued — Cruise invoice issuedCruise invoice issued 🔒 已收款Payment received — 订金到账Deposit received	AI 起草收款提醒 → 财务/顾问确认。AI drafts payment reminder → finance/consultant confirms.	需人工批准Human approval
4 确认预订Confirm Booking cruise_confirm	确认舱房并发送确认文件。Confirm cabin booking and send confirmation documents.	🔒 已确认文件Confirmation issued — 确认单已发Confirmation sent	AI 准备确认摘要 → 人工确认。AI prepares confirmation summary → human confirms.	需人工批准Human approval
5 出行支持/变更Sailing Support / Changes cruise_servicing	处理航次变更、舱房变更、退款和登船文件。Handle sailing changes, cabin changes, refunds and boarding documents.	💡 变更请求Change request — 改舱 / 取消 / 退款Cabin change / cancel / refund	AI 拟处置方案 → 涉及费用/承诺必须人工批准。AI proposes a resolution → money or commitment requires human approval.	需人工批准Human approval

FIT FITFIT · 5

步骤Step	目的Purpose	必要条件（含示例）Gate conditions (with examples)	流程Flow	管控Control
1 确认 FIT 需求Capture FIT Request fit_request	确认酒店、接送、机酒或其它简单单项需求。Capture hotel, transfer, flight-plus-hotel or other simple component requirements.	🔒 目的地 / 产品Destination / product — Tokyo hotelTokyo hotel 🔒 日期Dates — 2026-04-182026-04-18 🔒 人数Party size — 2 成人2 adults	AI 分类 → 抽取 FIT 单项需求。AI classifies → extracts simple FIT component requirements.	AI 自动执行AI auto-executes
2 可订与报价Availability & Quote fit_availability_quote	查供应商可订、价格、税费和取消条款。Check supplier availability, price, taxes and cancellation terms.	🔒 已报价Price quoted — Hotel SGD 900Hotel SGD 900 💡 可订Available — 房间可订Room available	AI 整理报价 → 人工批准发送。AI prepares quote → human approves client send.	需人工批准Human approval
3 开票与收款Invoice & Payment fit_payment	确认前开票并收款。Issue invoice and collect payment before confirmation.	🔒 已开票 / 发出收款请求Invoice / payment request issued — Invoice issuedInvoice issued 🔒 已收款Payment received — 款项到账Payment received	AI 起草收款提醒 → 财务/顾问确认。AI drafts payment reminder → finance/consultant confirms.	需人工批准Human approval
4 确认单项产品Confirm Components fit_confirm	确认酒店/接送/单项产品并发送文件。Confirm hotel/transfer/component and send documents.	🔒 已确认文件Confirmation issued — 确认单已发Confirmation sent	AI 准备确认摘要 → 人工确认。AI prepares confirmation summary → human confirms.	需人工批准Human approval
5 文件/变更Docs / Changes fit_docs_changes	处理凭证、变更、取消和退款。Handle vouchers, changes, cancellations and refunds.	💡 变更请求Change request — 取消 / 改期 / 退款Cancel / re-date / refund	AI 拟处置方案 → 涉及费用/承诺必须人工批准。AI proposes a resolution → money or commitment requires human approval.	需人工批准Human approval

ANCILLARY 附加服务Ancillary · 5

步骤Step	目的Purpose	必要条件（含示例）Gate conditions (with examples)	流程Flow	管控Control
1 挂接行程Attach to Trip anc_attach	把附加需求挂接到主行程/case。Attach the add-on to the parent trip/case.	🔒 日期Dates — 用车日期Transfer date 💡 附加类型Add-on type — 接送机 / 保险 / 签证Transfer / insurance / visa	AI 分类挂接。AI classifies and attaches.	AI 自动执行AI auto-executes
2 确认需求Confirm Requirement anc_confirm_req	确认具体附加需求细节。Confirm the add-on requirement details.	💡 需求细节Requirement details — 2 大 1 小机场接送Airport transfer 2A+1C	AI 起草确认邮件 → 批准。AI drafts a confirmation → approve.	需人工批准Human approval
3 寻源供应商Source Provider anc_source	找供应商并报价。Source a provider and price.	💡 供应商报价Provider quote — 用车供应商报价Transport vendor quote	AI 起草询价 → 批准发送。AI drafts the RFQ → approve & send.	需人工批准Human approval
4 报价/付款Price / Payment anc_payment	报价并收款。Quote and collect payment.	🔒 已收款Payment received — S$120 用车，已付S$120 transfer, paid	AI 起草报价 → 人工审批（金钱）。AI drafts the quote → human approval (money).	需人工批准Human approval
5 确认Confirm anc_confirm	向客户确认完成。Confirm completion to the client.	💡 确认单Voucher — 用车确认单已发Transfer voucher sent	AI 起草确认。AI drafts the confirmation.	AI 自动执行AI auto-executes

DMC_SUPPLIER DMC / 供应商DMC / Supplier · 5

步骤Step	目的Purpose	必要条件（含示例）Gate conditions (with examples)	流程Flow	管控Control
1 识别供应商Identify Supplier dmc_identify	识别新 DMC/供应商来源。Identify a new DMC/supplier lead.	💡 供应商来信Supplier inbound — 目的地新地接来信Inbound from a new ground agent	AI 分类为供应商。AI classifies as supplier.	AI 自动执行AI auto-executes
2 注册/档案Registration / Profile dmc_register	建立供应商档案与覆盖范围。Build the supplier profile and coverage.	💡 覆盖与专长Coverage & specialty — 覆盖国家、专长Countries, specialty 💡 SLASLA — 响应 SLAResponse SLA	AI 抽取资料建档 → 复核。AI extracts and profiles → review.	需人工批准Human approval
3 样行程/定价Sample Itinerary / Pricing dmc_sample	索取样行程与定价水平。Request sample itinerary and pricing.	💡 样行程Sample itinerary — 样行程已收Sample received 💡 净价表Net rates — 净价表已收Net rates received	AI 起草索样邮件 → 批准。AI drafts the request → approve.	需人工批准Human approval
4 QC/评分QC / Score dmc_qc	质检并评分，决定是否启用。QC and score; decide whether to enable.	💡 评分信号Scoring signals — 响应、完整度、价差、路线质量Response, completeness, price, route quality	AI 汇总信号 → 人工评分审批。AI aggregates signals → human scores & approves.	需人工批准Human approval
5 入库/启用Database Update / Use in RFQ dmc_db	入库并在 RFQ 中启用。Add to the database and use in RFQs.	💡 入库Added to DB — 进入目的地白名单Added to destination whitelist	AI 更新覆盖库。AI updates the coverage DB.	AI 自动执行AI auto-executes

OTHER 其它Other · 1

步骤Step	目的Purpose	必要条件（含示例）Gate conditions (with examples)	流程Flow	管控Control
1 分诊Triage other_triage	无法归入上述线时人工分诊归类。Human triage when it fits none of the above lines.	💡 待分诊To triage — 杂项 / 不明意图来信Misc / unclear-intent enquiry	AI 低置信 → 转人工分诊。AI low-confidence → routed to human triage.	需人工批准Human approval

10 个 bespoke 测试用例，难度递增。每条对话点右侧按钮复制，喂给测试工具模拟客户/AI 推进 case。10 bespoke test cases, increasing difficulty. Copy any line with the button on the right and feed it to the test tool to drive the client/AI conversation.

TC-B01 · 难度Lv 1/10 首尔 5 天 · 自购机票 · 一轮成交Seoul 5D · self-booked flights · one-round close · 信息齐全、客户自购机票、一轮接受Full info, self-booked flights, accepts in one round

最简单：客户一次性给齐所有信息且已自购机票，AI 直接出方案，客户一轮接受。Simplest: client gives everything up front, flights already self-booked, AI proposes, client accepts in one round.

客户Client Hi Dynasty, we'd like a 5-day private trip to Seoul, 17–21 Oct, 2 adults. We've already booked our own flights (arrive Incheon 17 Oct ~9am, depart 21 Oct ~8pm). Budget about S$800 per person per day, 4–5 star hotels. We love Korean food, cafes and shopping. Could you propose an itinerary?

AI Thank you for your enquiry! Noted: Seoul, 17–21 Oct (5D4N), 2 adults, flights self-booked (arr 17 Oct 9am / dep 21 Oct 8pm), ~S$800 pppd, 4–5★, focus on food, cafes and shopping. We have everything we need — leave it with us and we'll share a tailored plan shortly.

AI Here's your 5D4N Seoul itinerary: Day 1 Hongdae & Myeongdong; Day 2 Gyeongbokgung + Bukchon + Insadong; Day 3 Gangnam shopping + cafe tour; Day 4 Nami Island & Petite France day trip; Day 5 leisure + departure. 4★ Myeongdong hotel, private guide + vehicle on Days 2 & 4. Total S$7,950 for 2. Shall we proceed?

客户Client Looks great, let's proceed.

AI Wonderful — I'll raise a 50% deposit invoice (S$3,975). Once it's paid we'll confirm the hotel and guide and send your confirmation.

TC-B02 · 难度Lv 2/10 京都赏枫 7 天 · 一轮补料Kyoto autumn 7D · one info follow-up · 缺人数/房型/预算，一轮补齐Missing pax/rooms/budget, one follow-up round

客户只给了目的地和大致时间，AI 补问人数/房型/机票/预算，一轮补齐后成交。Client gives only destination + rough timing; AI asks for pax/rooms/flights/budget; closes after one round.

客户Client Hello, keen on a Kyoto trip in late November for the autumn leaves. Around a week. Can you help?

AI Lovely choice for koyo season! To shape the right plan, could you confirm: how many travellers (adults/children), preferred room setup, exact or approximate dates, and have you booked flights — or would you like us to arrange them?

客户Client 4 adults, 2 twin rooms, 22–28 Nov. We'll book our own flights.

AI Noted — Kyoto, 22–28 Nov (7D6N), 4 adults, 2 twin rooms, self-booked flights (do send arrival/departure times once booked). Could you also share a rough daily budget and any must-sees? As a guide our private trips run ~S$600–1,200 pppd.

客户Client About S$700 pppd. Must-sees: Arashiyama, Fushimi Inari, and a tea ceremony.

AI Perfect. Here's a 7D6N Kyoto autumn plan: Arashiyama bamboo + Tenryu-ji, Fushimi Inari, Higashiyama & Kiyomizu, a private tea ceremony, and a Nara day trip. 4★ central hotel, private guide 4 days. Total S$19,600 for 4. Proceed?

客户Client Yes please.

TC-B03 · 难度Lv 3/10 东京亲子 7 天 · 我司代订机票Tokyo family 7D · Dynasty arranges flights · 代订机票（方案含机票报价）+ 儿童座椅We arrange flights (quote in proposal) + car seat

客户要求我司代订机票，方案需含机票方案+报价；并确认儿童座椅。Client asks Dynasty to arrange flights — proposal must include a flight option + price; plus a car-seat confirmation.

客户Client Family trip to Tokyo in March, 2 adults + 2 kids (8 and 5). We haven't booked flights — can you arrange those too? About 6 days.

AI Of course — we can arrange flights and include them in your proposal. Could you confirm preferred departure city (Singapore?), rough dates in March, and cabin class? Also any hotel preference and must-dos (Disneyland, etc.)?

客户Client Ex-Singapore, 14–20 March, economy. Disneyland is a must, the kids love it. Family rooms please.

AI Noted: Tokyo 14–20 Mar (7D6N), 2A + 2C, ex-SIN economy (we'll quote flights), family rooms, Disneyland. One more — for the 5-year-old, do you need a car seat for the private transfers?

客户Client Yes, one car seat please.

AI Here's your 7D6N Tokyo family plan incl. flights: SQ ex-SIN 14 Mar / return 20 Mar ≈ S$4,200 for the family (economy); 1 Disneyland day, teamLab, Asakusa, Ueno; car seat arranged; family rooms at a 4★ near Shinjuku. Land S$11,800 + flights S$4,200 = S$16,000 total. Proceed?

客户Client Great, let's go ahead.

TC-B04 · 难度Lv 4/10 北海道雪季 6 天 · 预算下修一轮Hokkaido winter 6D · one budget trim · 预算偏紧，方案下修一轮后成交Tight budget — one downward revision then close

客户预算敏感，AI 首版超预算，客户要求精简，AI 下修一版后接受。Budget-sensitive; first proposal over budget; client asks to trim; AI revises once and closes.

客户Client Hokkaido, 6 days early Feb for snow, 2 adults. We'll book our own flights. We're a bit budget-conscious — what can you do?

AI Noted: Hokkaido 6D, early Feb, 2 adults, self-booked flights, value-focused. Could you share approximate dates and a rough daily budget so we pitch the right tier?

客户Client 3–8 Feb, maybe S$500 pppd.

AI Here's a 6D5N Hokkaido winter plan: Sapporo, Otaru, Noboribetsu onsen, plus a snow activity day. 4★ hotels, private transfers. Total S$6,400 for 2 (~S$533 pppd).

客户Client A bit over budget — can we trim it?

AI Sure — switching two nights to a 3★ + onsen and making Day 4 self-guided brings it to S$5,300 for 2 (~S$440 pppd), keeping the snow activity and Otaru. Works for you?

客户Client Yes, that works.

TC-B05 · 难度Lv 5/10 日本春季 8 天 · 缺料 2 轮 + 机票决定Japan spring 8D · 2-round info loop + flight decision · 模糊询价，2 轮补料，机票自购决定Vague enquiry, two follow-up rounds, flight self-book decision

客户一开始很模糊，AI 分两轮补全（含机票安排决定），最后成交。Vague start; AI gathers over two rounds (incl. the flight-arrangement decision); then closes.

客户Client Thinking of Japan next spring. Not sure exactly where yet.

AI Exciting! Spring in Japan is beautiful. To point you in the right direction — roughly when (cherry blossoms are late Mar–early Apr), how many travellers, and how many days do you have?

客户Client Early April, 2 of us, about 8 days. Maybe Tokyo and somewhere with sakura.

AI Great — Tokyo + a sakura spot, ~8 days early April, 2 pax. Two more things: have you booked flights, or shall we arrange them? And a rough daily budget or hotel star preference?

客户Client We'll book our own flights. 4★ is fine, around S$700 pppd. We'd love Mt Fuji views.

AI Perfect — self-booked flights noted; please share your arrival/departure times once booked so we can plan transfers. Here's an 8D7N Tokyo + Hakone (Fuji) + Kawaguchiko sakura plan: teamLab, Asakusa, Hakone ropeway + onsen, Lake Kawaguchiko Fuji views, Chureito Pagoda. 4★, private guide 3 days. Total S$11,200 for 2. Proceed?

客户Client Yes! We'll send the flight times once booked.

TC-B06 · 难度Lv 6/10 东京-京都-大阪 13 天 · 多目的地Tokyo–Kyoto–Osaka 13D · multi-destination · 多城黄金线、限换酒店、行李寄送Multi-city golden route, limited hotel changes, luggage forwarding

13 天三城，AI 需统筹新干线、≤3 次入住、行李寄送与节奏。13-day three-city route; AI coordinates Shinkansen, ≤3 hotels, luggage forwarding, pace.

客户Client Planning a big Japan trip — Tokyo, Kyoto and Osaka, about 13 days in late October. 2 adults. We'll arrange flights ourselves.

AI Wonderful 13-day Golden Route. Noted 2 adults, late Oct, self-booked flights. Could you confirm exact dates, must-sees in each city, your pace (relaxed vs packed), and 4★ or 5★?

客户Client 18–30 Oct. 5★ where possible. Must: teamLab, Tsukiji, Fushimi Inari, Arashiyama, Nara deer, Osaka Castle, Dotonbori food. Relaxed pace, and please limit hotel changes.

AI Noted — relaxed pace, ≤3 hotels (Tokyo base, then Kyoto base for Kansai), Shinkansen between cities with luggage forwarding. Any dietary needs?

客户Client No restrictions.

AI Here's your 13D12N Tokyo–Kyoto–Osaka plan: 5 nights Tokyo (teamLab, Tsukiji, Asakusa, day trip), 5 nights Kyoto (Fushimi Inari, Arashiyama, Nara, Osaka Castle + Dotonbori day), 2 nights Osaka before departure. 5★ hotels, private guide 6 days, Shinkansen transfers + luggage forwarding. Total S$32,400 for 2. Proceed?

客户Client Looks fantastic — go ahead.

TC-B07 · 难度Lv 7/10 东京无障碍 7 天 · 长者+清真+轮椅Tokyo accessible 7D · elderly + halal + wheelchair · 特殊需求：无障碍车/房 + 清真餐 + 步行受限Special needs: accessible vehicle/room + halal dining + limited walking

含轮椅长者、清真餐、无障碍车与房，AI 需确认步行能力并安排无障碍路线。Wheelchair-using elder, halal dining, accessible vehicle + room; AI confirms mobility and plans step-free routes.

客户Client Family trip to Tokyo with my parents — my mother is 82 and uses a wheelchair. We need halal food. 5 adults, 7 days in May.

AI Thank you — we'll plan this carefully. Noted: 5 adults incl. a wheelchair user, halal dining throughout, Tokyo 7 days in May. Could you confirm exact dates, room setup, and whether you've booked flights or would like us to arrange them?

客户Client 10–16 May. Two rooms — one accessible. We'll book our own flights. We'll need a wheelchair-accessible vehicle.

AI Noted — accessible room + wheelchair-accessible vehicle + halal restaurants throughout, with step-free routing. Any must-sees, and is your mother able to manage short walks or fully wheelchair-bound?

客户Client Mostly wheelchair, short walks are ok. Must-sees: Asakusa, a nice garden, and a good halal Japanese meal.

AI Here's a 7D6N accessible Tokyo plan: step-free Asakusa + Sensoji, Hamarikyu garden, accessible teamLab, a halal wagyu dinner, and a relaxed Odaiba day. Accessible hotel + WAV vehicle + private guide throughout. Total S$18,500 for 5. Proceed?

客户Client Thank you, please proceed.

TC-B08 · 难度Lv 8/10 东京多代同游 8 天 · 儿童座椅+连通房+迪士尼VIPTokyo multi-gen 8D · car seats + connecting rooms + Disney VIP · 10 人多代、连通房布局确认、迪士尼VIP、儿童座椅10 pax multi-gen, room-layout sign-off, Disney VIP, car seats

两家庭 6 大 4 小，需连通房布局确认、儿童座椅、迪士尼VIP、温泉一晚，多轮敲定。Two families (6A+4C); needs connecting-room layout sign-off, car seats, Disney VIP, one onsen night; several rounds.

客户Client Big family Tokyo trip — 2 families, 6 adults + 4 kids (ages 18 months, 3, 6 and 9). We need connecting rooms, car seats for the little ones, and we'd love the Disney VIP experience. 8 days in December.

AI Wonderful multi-gen trip! Noted: 6A + 4C (18m/3/6/9), connecting rooms, 2 car seats + 1 booster, Disney VIP, Tokyo 8 days December. Exact dates, and are flights self-booked or shall we arrange them?

客户Client 20–28 Dec. We'll book our own flights. The kids prefer simple food — tempura, pizza.

AI Noted — kid-friendly dining, connecting rooms on the same floor. Disney VIP tour (private in-park guide) confirmed subject to availability. For 18m + 3yo we'll fit 2 car seats; the 6yo a booster. All city hotels, or would you like one ryokan night?

客户Client One ryokan night with onsen would be nice, the rest in the city.

AI Here's the 8D7N plan: 6 nights Tokyo (connecting family rooms) + 1 ryokan night (private onsen), a Disney VIP day, teamLab, Asakusa, car seats + booster, kid-friendly dining. Total S$41,200 for 10. Shall I send the room layout for your approval before we lock it?

客户Client Yes, send the room layout. Otherwise looks good.

AI Room layout: Family A — 2 connecting rooms (1 King + 1 twin); Family B — 1 family room + 1 twin, same floor. Ryokan: 2 connecting Japanese rooms. Confirm and we'll raise the deposit and hold the Disney VIP slot.

客户Client Confirmed, please proceed.

TC-B09 · 难度Lv 9/10 九州奢华 10 天 · 多供应商+多次改单+取消政策Kyushu luxury 10D · multi-supplier + revisions + cancellation terms · 5★旅馆软占位、米其林、多次换房/加项、取消政策5★ ryokan soft-blocks, Michelin, multiple swaps/add-ons, cancellation policy

奢华多供应商行程，客户多次修改（换旅馆、加怀石、调节奏）并追问取消政策。Luxury multi-supplier trip; client revises repeatedly (swap ryokan, add kaiseki, ease pace) and asks the cancellation policy.

客户Client We want a luxury 10-day Kyushu trip, 4 adults, late March. 5★ ryokans, Michelin dining, private guide throughout. We'll book our own flights but tell us the best times.

AI Splendid — luxury Kyushu 10D, 4 adults, 5★ ryokans, Michelin, private guide. Self-booked flights noted; for reference the best routings arrive Fukuoka AM / depart Kagoshima PM. Exact dates and must-sees?

客户Client 21–30 March. Must: Yufuin, Beppu onsen, Takachiho gorge, a kaiseki night, and a sake brewery.

AI Here's a 10D9N luxury Kyushu plan: Fukuoka → Yufuin → Beppu → Takachiho → Kagoshima. 5★ ryokans, 2 Michelin dinners, private guide + vehicle throughout, sake brewery visit. Total S$58,000 for 4.

客户Client Can we swap the Beppu ryokan for something more private? And add a second kaiseki night.

AI Done — switched to a 6-room luxury ryokan in Beppu and added a kaiseki night in Yufuin. New total S$61,500 for 4. We've soft-blocked the ryokans (held 5 days).

客户Client Also — what's the cancellation policy on the ryokans?

AI The luxury ryokans take a 50% deposit; free cancellation up to 30 days before, 50% within 30 days, 100% within 7 days. We'll include the full written terms with the proposal.

客户Client Understood. One more — can you make Day 6 more relaxed?

AI Adjusted — Day 6 is now a leisure onsen day with an optional short walk. Updated itinerary attached, total unchanged. Shall we proceed and raise the deposit to hold the ryokans?

客户Client Yes, proceed.

TC-B10 · 难度Lv 10/10 北海道已定金 · 航班改时+改单+分期+顾虑Hokkaido post-deposit · flight retime + changes + instalments + a concern · 已成交后变更：航班改时、加项、换酒店、分期付款Post-close changes: flight retime, add-on, hotel swap, instalment payment

最难：已付定金后，客户航班改时、要加项、要分期、对某酒店有顾虑，AI 需统筹多项变更与重新确认。Hardest: after the deposit, client's flight is retimed, wants an add-on, instalments, and has a hotel concern — AI coordinates several changes and re-confirms.

客户Client We confirmed our Hokkaido trip last week and paid the deposit. Two updates: our return flight got retimed to 9pm (was 2pm) on the last day, and we'd like to add a half-day activity. Also — can we pay the balance in two instalments?

AI Thanks for letting us know. Noted: return now departs 9pm — we'll extend the last-day vehicle, add a late activity, and shift the airport transfer accordingly. Happy to add a half-day — any preference (snow park, sake brewery, or Otaru)?

客户Client Let's do Otaru for the half day. And the instalments?

AI Otaru half-day added (canal + glass workshop). On payment: we can split the balance 50% now / 50% by 21 days before departure. I'll send a revised invoice reflecting the added activity and the instalment schedule.

客户Client Great. One concern — I read mixed reviews about the Day 3 hotel. Can we change it?

AI Understood — I'll move Day 3 to the alternative 4★ onsen that scores higher with our guests; small difference of +S$120 total. Shall I proceed with the swap?

客户Client Yes please, swap it.

AI Done — Day-3 hotel swapped, Otaru added, last-day timing adjusted, instalment schedule set. Revised itinerary + invoice (instalment 1 due now) attached. Anything else before we re-confirm suppliers?

客户Client All good, thank you!

AI Wonderful — re-confirming the updated hotels and vehicle now; your guide's details will follow about a week before departure. Have a fantastic trip!

8 个机票票务测试用例，难度递增，覆盖查价 / 报价 / 改期 / 退票 / 航变等真实流程。复制任意一句喂给测试工具，模拟客户 / AI 推进 case。8 air-ticketing test cases, increasing difficulty, covering search / quote / reissue / refund / schedule-change flows. Copy any line and feed it to the test tool to drive the client/AI conversation.

TC-T01 · 难度Lv 1/8 新加坡–东京来回 · 信息齐全 · 一轮报价成交SIN–TYO return · full info · one-round quote & close · 报价 → 客户选 → 收护照 → 出票Quote → pick → details → issue

最简单：航线/日期/人数齐全，AI 查实时价报 2 个选项，客户选 SQ，补护照，确认付款后出票。Simplest: routing/dates/pax complete; AI quotes two live options, client picks SQ, sends passports, pays, then ticketed.

客户Client Hi, I'd like return flights Singapore–Tokyo Narita for 2 adults, depart 12 Apr, return 19 Apr, economy. What are the options?

AI Happy to check — SIN–NRT return, 2 adults, out 12 Apr / back 19 Apr, economy. Let me pull live fares; nothing is booked at this stage.

AI Two options I'd recommend: 1) SQ direct, SGD 1,180/pax all-in (1×23kg, change SGD120, refundable less SGD200); 2) Scoot direct, SGD 720/pax (no bag, non-refundable, change SGD90). Fares and seats can change until ticketed. Which would you like?

客户Client Let's go with SQ for both of us.

AI Great choice — nothing is booked or charged yet. To hold and ticket the SQ option, please send each passenger's full name exactly as in the passport, passport number and expiry date.

客户Client Sure: 1) Tan Wei Ming, passport E1234567X, exp 2030-08; 2) Lim Hui Fen, passport E7654321Y, exp 2029-11.

AI Thank you — I'll hold the SQ booking and send a payment request for SGD 2,360 (2 pax). Once payment is confirmed we'll issue the e-tickets, well within the ticketing deadline.

TC-T02 · 难度Lv 2/8 单程模糊询价 · 一轮补料One-way vague enquiry · one info follow-up · 缺日期/人数，AI 补问后查价Missing dates/pax, AI asks then searches

客户只说想飞曼谷，AI 补问出发地/日期/单程往返/人数，再查价；强调未出票不锁价。Client only says "a flight to Bangkok"; AI asks origin/date/one-way-or-return/pax, then searches; flags price not locked until ticketed.

客户Client How much is a flight to Bangkok?

AI Glad to help. So I can search accurately, could you tell me: departure city, travel date(s), one-way or return, and how many passengers (adults/children)?

客户Client From Singapore, one way, 28 March, just me.

AI Thanks — searching SIN–BKK one-way, 28 Mar, 1 adult, economy. This is a read-only check; nothing is booked.

AI Best options: 1) Scoot (TR) SGD 145, no checked bag, non-refundable; 2) SQ SGD 290, 1×30kg, changeable SGD80. Prices can move until ticketed — shall I hold one for you?

客户Client The SQ one, please.

AI Will do — no charge yet. Please send your full name as per passport, passport number and expiry, and I'll prepare the hold and a payment request.

TC-T03 · 难度Lv 3/8 出票前票价上涨 · 重新报价Fare increased before issue · re-quote · 原舱位售罄，据实重新报价Booking class sold out, honestly re-quoted

客户确认晚了，原价舱位已售罄。AI 出票前先复核可订性，据实重新报价、未擅自下单，客户接受新价。Client confirms late and the quoted class has sold out. AI re-checks before issuing, re-quotes honestly without booking anything, client accepts the new price.

客户Client Hi, following up — I'd like to proceed with the SGD 880 Hong Kong return fare you quoted on Monday.

AI Thanks for confirming. Let me re-check live availability before we hold it — fares and seats aren't guaranteed until ticketed. One moment.

AI Unfortunately the SGD 880 booking class has sold out. The lowest available now on the same flights is SGD 1,040 return (same baggage and change rules). I haven't booked anything. Would you like to proceed at SGD 1,040, or shall I check alternative dates/airlines?

客户Client That's annoying, but ok — let's take the 1,040.

AI Understood, thank you. No charge yet — please send your passport details and I'll hold this fare immediately and send the payment request so we can ticket before it moves again.

TC-T04 · 难度Lv 4/8 里程兑换 · KrisFlyer 出票Award redemption · KrisFlyer ticketing · 需会员号；里程 + 现金税费；需授权扣里程Needs FF no.; miles + cash taxes; redemption authorisation

客户要用里程换商务舱。AI 需会员号，查兑换座位可用性，说明里程 + 现金税费、座位有限、需客户授权从账户扣里程。Client wants a business award seat. AI needs the membership number, checks award space, explains miles + cash taxes, limited inventory, and that redeeming needs the client's explicit authorisation.

客户Client I want to use my KrisFlyer miles for a business class seat to London next month. Can you arrange it?

AI We can help with an award booking. A few things first: your KrisFlyer membership number, exact dates and one-way or return. Note award seats are separate, limited inventory; the miles come from your account and there's a cash portion for taxes and surcharges.

客户Client Member 1234567, return, depart 15 May back 25 May, 1 passenger.

AI Thanks. A Saver business award SIN–LHR return is showing for those dates at 184,000 miles + approx SGD 680 taxes/surcharges (payable by card). Award space can disappear quickly and we can't hold it without your authorisation to redeem from your account. Shall I proceed to redeem and ticket?

客户Client Yes, go ahead.

AI Noted — redeeming draws down your miles, so this needs your explicit go-ahead, which you've given. I'll process the redemption and the SGD 680 tax payment, then send your e-ticket. Nothing else will be charged.

TC-T05 · 难度Lv 5/8 PNR 已 hold · 出票时限紧迫PNR held · ticketing deadline pressure · TTL 今晚到期，逾期 PNR/价格作废TTL tonight; lapse releases PNR & fare

AI 已为客户 hold PNR，出票时限今晚到期。客户犹豫，AI 说明逾期则订位自动取消、价格不受保护、需重订，给出明确决策点。AI is holding a PNR whose ticketing deadline is tonight. Client hesitates; AI explains a lapse auto-cancels the booking, the fare isn't protected, and a re-search would be needed — giving a clear decision point.

客户Client You held the Seoul flights for me yesterday — I'm still deciding. Can I confirm next week?

AI I can hold them a little longer, but the airline's ticketing deadline on this PNR is tonight 23:59. If we don't ticket by then the booking auto-cancels and the fare isn't protected — we'd have to re-search whatever is available then.

客户Client What happens if it does cancel?

AI The seats and the SGD 960 fare are released, and the PNR number changes; a new search could be higher or lower. There's no penalty for letting a held booking lapse, but the price isn't guaranteed. If you'd like certainty, I can send a payment request now and ticket before the deadline.

客户Client Ok, let's just ticket it — I'll pay now.

AI Great — sending the payment request for SGD 960. As soon as it clears I'll issue and send your e-ticket, comfortably before tonight's deadline.

TC-T06 · 难度Lv 6/8 已出票改期 · 两阶段报价确认Ticketed date change · two-phase quote-confirm · 差价 + 改期费先报价，确认后才扣款 reissueQuote diff + fee first, charge & reissue only on confirm

核心硬规则：客户已出票后要改回程，AI 先报"航司改期费 + 差价"，明确未经确认不动原票不扣款，比较两个日期，客户确认后才 reissue。Key hard rule: after ticketing, client wants to move the return; AI quotes "airline change fee + fare difference" first, makes clear the original ticket and charge are untouched until confirmed, compares two dates, and reissues only after the client confirms.

客户Client I've got my ticket already but need to move my return from 19 Apr to 23 Apr. Can you change it?

AI Yes, this is a reissue — let me quote the cost before anything is charged; your fare allows changes. Checking the fare difference and airline change fee for 23 Apr… one moment.

AI For 23 Apr: airline change fee SGD 120 + fare difference SGD 240 = SGD 360 to reissue. Your original ticket and seats stay exactly as they are until you confirm — I won't change or charge anything without your go-ahead. Proceed at SGD 360?

客户Client Hmm, is there a cheaper day?

AI 22 Apr is SGD 120 change fee + SGD 90 difference = SGD 210; 23 Apr stays SGD 360. Still nothing changed on your booking. Which would you like — or keep 19 Apr?

客户Client Let's do 22 Apr then.

AI Confirmed: 22 Apr at SGD 210. I'll send a payment request for SGD 210; once it clears I'll reissue and send the updated e-ticket. Your original itinerary stays valid until the reissue completes.

TC-T07 · 难度Lv 7/8 退票 · 当日作废 vs 取消罚金Cancellation · same-day void vs penalty · 区分当日免费 void / 罚金退票 / 不可退Same-day void vs penalty refund vs non-refundable

客户出票后想取消。AI 先核出票时间与票规：当日 void 免费全退；超过当日按票规扣罚金；不可退票只退税。先讲清金额再处理。Client wants to cancel after issue. AI checks issue time and fare rules: same-day void is free and fully refundable; after today a penalty applies; non-refundable fares return only taxes. Explains the amount before acting.

客户Client I need to cancel the ticket you issued for me. Can I get a refund?

AI Let me check the conditions before doing anything. When was it issued, and is this the SIN–KUL booking? The refund depends on the fare rules and timing.

客户Client It was issued this morning, SIN–KUL return.

AI Good news — it was ticketed today, so it's within the same-day void window: I can void it at no penalty and you'll get a full refund. That's different from cancelling after today, which would incur the fare's penalty. Shall I void it now?

客户Client Yes please. And what if I'd cancelled tomorrow instead?

AI After today this fare is refundable less a SGD 150 penalty per passenger; cheaper non-refundable fares would only return the unused taxes. But since we're voiding today, you get the full amount back. Processing the void now — the refund follows your original payment method.

TC-T08 · 难度Lv 8/8 航司航变 · 非自愿改 / 退Airline schedule change · involuntary change/refund · 重大航变免费改签或全退，客户选全退Major change → free rebook or full refund; client picks refund

航司把航班提前 5 小时（重大航变）。AI 说明非自愿情形下可免费改签或全额退款，不收罚金；客户选全退，AI 据航司政策提交、说明 BSP/航司退款结算周期。The airline moves the flight 5 hours earlier (major schedule change). AI explains the involuntary options — free rebooking or a full refund, no fees — client chooses a refund, AI submits per airline policy and notes the BSP/airline refund settlement cycle.

客户Client The airline emailed that my flight next month now leaves 5 hours earlier. I can't make that. What are my options?

AI Sorry for the disruption — that's an airline-initiated schedule change, which gives you options at no cost: we can rebook you onto a suitable alternative free of charge, or, because the change is significant, request a full involuntary refund. Which would you prefer?

客户Client There's no good alternative that day, so I'd rather just get a full refund.

AI Understood — a full refund under the airline's schedule-change policy, no penalty. I'll submit the involuntary refund request now. These settle on the airline/BSP cycle, so it typically takes a few weeks to land back on your original card; I'll confirm once processed.

客户Client Ok, thank you.

AI Done — refund request submitted and your booking flagged as involuntary so no fees apply. I'll keep you posted on the refund status.

下列为 simulator 现有的真实票务案例（来自 prisma/seed-email-cases.ts 种子语料）：7 个真实公司账户往来，覆盖循环账户、AP 月结、SOA 对账、BSP 退款、混舱 / 多航司与 48 小时出票时限。可直接复制喂给 simulator。Below are the simulator's existing real ticketing cases (from the prisma/seed-email-cases.ts corpus): 7 real corporate-account threads covering recurring accounts, AP settlement, SOA reconciliation, BSP refunds, mixed-class / multi-carrier and a 48-hour ticketing deadline. Copy any line straight into the simulator.

DT-2026-0018 · 真实案例Real case Komatsu（Suzuki 先生）SQ 公司票 · 循环账户Komatsu (Mr Suzuki) SQ corporate ticketing · recurring account · 报价 → 确认 → 出票，多段行程Quote → confirm → issue, repeat trips

循环公司票务账户：报价含税与服务费，客户确认即订位/出票，跨 12 月、1 月多段行程。Recurring corporate ticketing account: fares quoted incl. taxes + service fee, client confirms then book/issue, across December and January trips.

AI For Mr Suzuki's December trip, SQ economy is approximately S$2,647–3,219 including taxes and our service fee, depending on the date. Could you confirm both travel dates so I can hold the fares?

客户Client Both dates are confirmed — please go ahead and book.

AI Both bookings are done. The SQ e-tickets and e-invoices are attached. Wishing Mr Suzuki a smooth trip.

客户Client The draft itinerary for the January trip looks good. Please issue the e-ticket.

AI Done — the SQ e-ticket and e-invoice are attached. Do let me know if anything needs adjusting.

DT-2026-0021 · 真实案例Real case Weber Machinery 高管东京+首尔 · 多航司 (SQ+OZ)Weber Machinery exec Tokyo+Seoul · multi-carrier (SQ+OZ) · 收款 → 公司抬头开票 → 出票Payment received → bill to company → issue

公司票务、多航司（SQ + 韩亚 OZ）SIN–东京–仁川–SIN：收款后按公司抬头开票并出票。Corporate ticketing, multi-carrier (SQ + Asiana OZ) SIN–Tokyo–Incheon–SIN: bill to the company name after payment, then issue.

AI Thank you, I can confirm your payment has been received for the SIN–Tokyo–Incheon–SIN routing.

客户Client Please bill the invoice to Weber Machinery Singapore Pte Ltd for our records.

AI Noted — billed accordingly. The SQ and Asiana (OZ) e-tickets and the e-invoice are attached. Safe travels!

DT-2026-0025 · 真实案例Real case Nuvoton 高管曼谷 TG · 待公司付款出票Nuvoton exec Bangkok TG · ticket on corporate payment · 开票 → 等公司财务付款 → hold 并出票Invoice → await corporate finance → hold & ticket

公司票务，泰航发票已开、付款待公司财务处理；先 hold，待款到出票。Corporate ticketing; Thai Airways invoice issued, payment pending corporate finance; hold first, ticket once payment clears.

AI Please find the e-invoice attached for the Thai Airways flight to Bangkok. Kindly arrange payment to our Dynasty Travel account so we can confirm the ticket.

客户Client Thank you — I'll submit this to our finance team for payment processing.

AI Noted with thanks. I'll hold the booking and proceed to ticket as soon as the corporate payment comes through.

DT-2026-0046 · 真实案例Real case Charles Taylor 公司票 CI482891 · AP 月结Charles Taylor corporate flight CI482891 · AP-settled · 循环账户，发票释放付款Recurring account, AP payment release

循环英国公司票务账户，按 AP（应付月结）结算；客户告知付款释放即完成对账。Recurring UK corporate ticketing account settled on AP terms; client signals payment release and the invoice reconciles.

客户Client We are paying the invoice below and the payment will be released today — CI482891. Kind regards, Juliana Goldwyn, P2P Assistant, Charles Taylor.

AI Hi Juliana, thank you for processing the payment. Best regards, Omar.

DT-2026-0047 · 真实案例Real case Hi-P 公司票 · 年终 SOA 对账Hi-P corporate ticketing · year-end SOA · 出具对账单（SOA）Produce statement of account

高频开票公司客户，年终要求出具截至 31.12 的对账单（SOA）；含内部转交财务处理。High-volume billed corporate client requests a year-end statement of account as at 31.12; includes an internal handoff to finance.

客户Client Dear Omar, please help to provide the statement of account as at 31.12.2025. Best regards, Ong Sear Lee, Hi-P Singapore Pte Ltd, Finance Dept.

DT-2026-0048 · 真实案例Real case GRID 南方航空退票（台风取消）· BSP 退款GRID China Southern refund (typhoon) · BSP refund · GDS 退票 → 查 BSP → 客户跟进Refund in GDS → track BSP → client follow-up

台风取消，2 张 CZ 未使用票退票：在 Sabre GDS 退、查 BSP 报告确认、向客户回复退款状态与时间。Typhoon cancellation; 2 unused CZ tickets refunded: processed in the Sabre GDS, confirmed against the BSP report, and the refund status/timeline relayed to the client.

客户Client Dear Dynasty, can you assist to advise the status of my refund? Warmest regards, Jasmine Lee, Engineering Planning Dept, GRID Communications.

AI Hi Jasmine, allow us to finalise with China Southern; once confirmed we'll get Finance to expedite and process your SGD 1,140 refund accordingly.

DT-2026-0063 · 真实案例Real case Charles Taylor 加德满都混舱商务 · 48h 出票时限Charles Taylor Kathmandu mixed-class business · 48h deadline · 报价（混舱）→ 批准 → 出票，按公司账户开票Quote (mixed-class) → approve → issue, billed to account

公司票务，BNE–HKG–KTM 经停混舱（长段商务），48 小时出票时限；报价含税与服务费，批准后出票、按公司账户开票。本案即 PRD 票务流程示例的来源。Corporate ticketing, BNE–HKG–KTM mixed-class (business on long sectors) with a 48-hour ticketing deadline; fare quoted incl. taxes + service fee, issued on approval and billed to the account. This is the case the PRD's ticketing example is drawn from.

客户Client Hi, we need a routing for our adjuster from Brisbane to Kathmandu (via Hong Kong) for 11–17 Jan, returning to Brisbane. Business class for the long sectors is fine where the budget allows. Please quote.

AI Hi Tina, the best routing is Cathay: CX156 economy BNE–HKG then CX603 business HKG–KTM outbound, and CX640/CX157 returning. Airfare SGD 5,155 + tax SGD 979.70 + service fee SGD 65.40 = SGD 6,200.10 all-in. The ticketing deadline is 48 hours — shall I proceed?

客户Client Approved, please go ahead and issue. Invoice to the Charles Taylor Adjusting account as usual.

AI Issued — e-tickets attached, with the business-class sectors HKG–KTM and KTM–HKG confirmed. Invoice billed to your account. Safe travels to your adjuster.

6W56/30 – 7/6跑完阶段2（接洽 + 询价 DMC 全部交互） · 机票建模 · 数据盘点✅ 本周已确定 · 目标:接洽→询价(DMC 一来一回全走完)

7W17/7 – 7/13方案阶段 · 行程方案生成（核心功能） · 机票报价 · 导入器

7W27/14 – 7/20成交阶段 · 发票生成+收款 · 🚩历史数据导入完成(7/17) · 机票出票🚩 7/17 唯一真源·历史数据(客户/DMC/行程)导入完成

7W37/21 – 7/27履约阶段 · bespoke 全流程半自动 · 机票全流程

7W47/28 – 8/3真实环境联调 · 异常兜底 · 打磨

8W18/4 – 8/10上线 🚀 (8/10)🚀 8/10 上线（先 bespoke 后机票,灰度）

分支流程（非主路径，但真实常见）Branch flows (off the happy path, but real & recurring)

BESPOKE 私人定制Private Bespoke · 5

实例拆解Worked example Bespoke 全流程 · 用真实邮件与单据看懂The bespoke flow, told through real emails & documents · 源自 40+ 真实案例from 40+ real cases

① 接洽 Engage① Engage

② 询价 Source（DMC 子流程·核心）② Source (DMC sub-process · core)

③ 方案 Quote③ Quote

④ 成交 Close（含收定金）④ Close (incl. deposit)

⑤ 履约 Operate⑤ Operate

DMC 完整交互流程（一来一回）The complete DMC interaction sequence

三个端到端测试案例Three end-to-end test cases

开发字段参考（每个必要条件的数据字段与判定）Developer field reference (data fields & verification per condition)

① 接洽 Engage① Engage

② 询价 Source（DMC 子流程·核心）② Source (DMC sub-process · core)

③ 方案 Quote③ Quote

④ 成交 Close（含收定金）④ Close (incl. deposit)

⑤ 履约 Operate⑤ Operate

MICE MICE / 奖励旅游MICE / Incentive · 5

GROUP 跟团游Group Tour · 5

TICKETING 机票票务Air Ticketing · 6

CRUISE 邮轮Cruise · 5

FIT FITFIT · 5

ANCILLARY 附加服务Ancillary · 5

DMC_SUPPLIER DMC / 供应商DMC / Supplier · 5

OTHER 其它Other · 1

TC-B01 · 难度Lv 1/10 首尔 5 天 · 自购机票 · 一轮成交Seoul 5D · self-booked flights · one-round close · 信息齐全、客户自购机票、一轮接受Full info, self-booked flights, accepts in one round

TC-B02 · 难度Lv 2/10 京都赏枫 7 天 · 一轮补料Kyoto autumn 7D · one info follow-up · 缺人数/房型/预算，一轮补齐Missing pax/rooms/budget, one follow-up round

TC-B03 · 难度Lv 3/10 东京亲子 7 天 · 我司代订机票Tokyo family 7D · Dynasty arranges flights · 代订机票（方案含机票报价）+ 儿童座椅We arrange flights (quote in proposal) + car seat

TC-B04 · 难度Lv 4/10 北海道雪季 6 天 · 预算下修一轮Hokkaido winter 6D · one budget trim · 预算偏紧，方案下修一轮后成交Tight budget — one downward revision then close

TC-B05 · 难度Lv 5/10 日本春季 8 天 · 缺料 2 轮 + 机票决定Japan spring 8D · 2-round info loop + flight decision · 模糊询价，2 轮补料，机票自购决定Vague enquiry, two follow-up rounds, flight self-book decision

TC-B06 · 难度Lv 6/10 东京-京都-大阪 13 天 · 多目的地Tokyo–Kyoto–Osaka 13D · multi-destination · 多城黄金线、限换酒店、行李寄送Multi-city golden route, limited hotel changes, luggage forwarding

TC-B07 · 难度Lv 7/10 东京无障碍 7 天 · 长者+清真+轮椅Tokyo accessible 7D · elderly + halal + wheelchair · 特殊需求：无障碍车/房 + 清真餐 + 步行受限Special needs: accessible vehicle/room + halal dining + limited walking

TC-B08 · 难度Lv 8/10 东京多代同游 8 天 · 儿童座椅+连通房+迪士尼VIPTokyo multi-gen 8D · car seats + connecting rooms + Disney VIP · 10 人多代、连通房布局确认、迪士尼VIP、儿童座椅10 pax multi-gen, room-layout sign-off, Disney VIP, car seats

TC-T01 · 难度Lv 1/8 新加坡–东京来回 · 信息齐全 · 一轮报价成交SIN–TYO return · full info · one-round quote & close · 报价 → 客户选 → 收护照 → 出票Quote → pick → details → issue

TC-T02 · 难度Lv 2/8 单程模糊询价 · 一轮补料One-way vague enquiry · one info follow-up · 缺日期/人数，AI 补问后查价Missing dates/pax, AI asks then searches

TC-T03 · 难度Lv 3/8 出票前票价上涨 · 重新报价Fare increased before issue · re-quote · 原舱位售罄，据实重新报价Booking class sold out, honestly re-quoted

TC-T04 · 难度Lv 4/8 里程兑换 · KrisFlyer 出票Award redemption · KrisFlyer ticketing · 需会员号；里程 + 现金税费；需授权扣里程Needs FF no.; miles + cash taxes; redemption authorisation

TC-T05 · 难度Lv 5/8 PNR 已 hold · 出票时限紧迫PNR held · ticketing deadline pressure · TTL 今晚到期，逾期 PNR/价格作废TTL tonight; lapse releases PNR & fare

TC-T06 · 难度Lv 6/8 已出票改期 · 两阶段报价确认Ticketed date change · two-phase quote-confirm · 差价 + 改期费先报价，确认后才扣款 reissueQuote diff + fee first, charge & reissue only on confirm

TC-T07 · 难度Lv 7/8 退票 · 当日作废 vs 取消罚金Cancellation · same-day void vs penalty · 区分当日免费 void / 罚金退票 / 不可退Same-day void vs penalty refund vs non-refundable

TC-T08 · 难度Lv 8/8 航司航变 · 非自愿改 / 退Airline schedule change · involuntary change/refund · 重大航变免费改签或全退，客户选全退Major change → free rebook or full refund; client picks refund

DT-2026-0018 · 真实案例Real case Komatsu（Suzuki 先生）SQ 公司票 · 循环账户Komatsu (Mr Suzuki) SQ corporate ticketing · recurring account · 报价 → 确认 → 出票，多段行程Quote → confirm → issue, repeat trips

DT-2026-0021 · 真实案例Real case Weber Machinery 高管 东京+首尔 · 多航司 (SQ+OZ)Weber Machinery exec Tokyo+Seoul · multi-carrier (SQ+OZ) · 收款 → 公司抬头开票 → 出票Payment received → bill to company → issue

DT-2026-0025 · 真实案例Real case Nuvoton 高管 曼谷 TG · 待公司付款出票Nuvoton exec Bangkok TG · ticket on corporate payment · 开票 → 等公司财务付款 → hold 并出票Invoice → await corporate finance → hold & ticket

DT-2026-0046 · 真实案例Real case Charles Taylor 公司票 CI482891 · AP 月结Charles Taylor corporate flight CI482891 · AP-settled · 循环账户，发票释放付款Recurring account, AP payment release

DT-2026-0047 · 真实案例Real case Hi-P 公司票 · 年终 SOA 对账Hi-P corporate ticketing · year-end SOA · 出具对账单（SOA）Produce statement of account

DT-2026-0048 · 真实案例Real case GRID 南方航空退票（台风取消）· BSP 退款GRID China Southern refund (typhoon) · BSP refund · GDS 退票 → 查 BSP → 客户跟进Refund in GDS → track BSP → client follow-up

DT-2026-0063 · 真实案例Real case Charles Taylor 加德满都 混舱商务 · 48h 出票时限Charles Taylor Kathmandu mixed-class business · 48h deadline · 报价（混舱）→ 批准 → 出票，按公司账户开票Quote (mixed-class) → approve → issue, billed to account

DT-2026-0021 · 真实案例Real case Weber Machinery 高管东京+首尔 · 多航司 (SQ+OZ)Weber Machinery exec Tokyo+Seoul · multi-carrier (SQ+OZ) · 收款 → 公司抬头开票 → 出票Payment received → bill to company → issue

DT-2026-0025 · 真实案例Real case Nuvoton 高管曼谷 TG · 待公司付款出票Nuvoton exec Bangkok TG · ticket on corporate payment · 开票 → 等公司财务付款 → hold 并出票Invoice → await corporate finance → hold & ticket

DT-2026-0063 · 真实案例Real case Charles Taylor 加德满都混舱商务 · 48h 出票时限Charles Taylor Kathmandu mixed-class business · 48h deadline · 报价（混舱）→ 批准 → 出票，按公司账户开票Quote (mixed-class) → approve → issue, billed to account