Metadata

name: mova-complaints-handler
description: Submit a customer complaint for EU-compliant AI classification and human-in-the-loop handling decision via MOVA. Handles compensation claims, regulator threats, fraud signals, and repeat customer cases with mandatory human review and a full signed audit trail.
license: MIT-0
metadata: {"openclaw":{"plugin":{"name":"MOVA","installCmd":"openclaw plugins install openclaw-mova"},"dataSentToExternalServices":[{"service":"MOVA API (api.mova-lab.eu)","data":"complaint text, customer ID, product category, prior complaints, human decision, audit metadata"}]}}

Contract Skill — A ready-to-use MOVA HITL workflow. Requires the openclaw-mova plugin.

MOVA EU Consumer Complaints Handler

Turn any customer complaint into a structured, auditable handling decision — with AI triage, EU-compliant mandatory human review, and a signed audit receipt.

Why use this skill

AI classifies in seconds — sentiment flags, product risk, regulator threat detection, repeat customer check
Mandatory human gate — compensation claims, regulator threats, high-risk products, and fraud signals always route to a human officer
Full audit trail — every decision is timestamped, signed, and stored in an immutable MOVA audit journal (EBA/ESMA-ready)
Draft response hint — AI suggests tone and content for the customer response

Requirements

Plugin: MOVA OpenClaw plugin must be installed in your OpenClaw workspace.

Quick start

Tell your agent:

"Handle complaint CMP-2026-1002 from customer CUST-992 — product: investments, text: 'I want compensation for unauthorized charges and will escalate to the regulator.', prior complaints: CMP-0501, CMP-0604"

Demo

Complaint input AI classification & decision options Audit receipt & compact log

Test complaint

test_complaint_CMP-2026-1002.png

What the agent does

Step 1 — Submit complaint

Call tool mova_hitl_start_complaint with:

complaint_id (e.g. CMP-2026-1002), customer_id
complaint_text, channel (web/email/phone/chat/branch)
product_category (e.g. payments, investments, mortgage)
complaint_date (ISO date)
previous_complaints: optional array of prior complaint IDs
attachments: optional array of filenames
customer_segment: optional (retail/sme/corporate)
preferred_language: optional ISO 639-1 code

Step 2 — AI analysis output

Complaint:       CMP-2026-1002 — investments
Risk score:      0.85 / 1.0  (high)
Sentiment flags: compensation_claim, regulator_threat
Repeat customer: yes (2 prior complaints)
Findings:
  • COMP_CLAIM (high)           — Customer requests compensation for unauthorized charges
  • REGULATOR_THREAT (medium)   — Customer threatens regulator escalation
  • PRODUCT_RISK_INVEST (high)  — High-risk product category
Draft response hint: Acknowledge receipt, confirm investigation, outline compensation process
Recommended action: escalate ← RECOMMENDED

Step 3 — Human decision gate

Option	Description
`resolve`	Send standard response
`escalate`	Forward to complaints officer ← recommended
`reject`	Mark as incomplete / invalid
`regulator_flag`	Flag for regulator reporting

Call tool mova_hitl_decide with:

contract_id: from the response above — this is ctr-cmp-xxxxxxxx, NOT the complaint ID
option: chosen decision
reason: officer reasoning

Step 4 — Audit receipt

Call tool mova_hitl_audit with contract_id. Call tool mova_hitl_audit_compact with contract_id for the full signed event chain.

Audit log format (compact)

Seq	Event	Details
1	contract.start	Complaint submitted
2	step.ai_task	Classification completed
3	step.verification	Risk snapshot passed
4	step.decision_point	Awaiting human
5	decision.human	Officer selected option + reason
0	meta	Contract finalized, status: completed

Data flows

Complaint text and metadata → MOVA Classification API (EU-hosted)
Human decision → MOVA Audit Journal (immutable, signed)
No data stored locally or sent to third parties

Connect your real CRM and policy systems

By default MOVA uses a sandbox mock. To route checks against your live CRM and policy engine, call mova_list_connectors with keyword: "crm".

Relevant connectors:

Connector ID	What it covers
`connector.crm.customer_lookup_v1`	Customer history and prior complaints from CRM
`connector.policy.complaints_rules_v1`	Complaints handling rules by product/jurisdiction
`connector.notification.email_v1`	Customer notification email

Call mova_register_connector with connector_id, endpoint, optional auth_header and auth_value.

Rules

Agent never makes HTTP requests directly
Agent never invents or simulates results — if a tool call fails, show the exact error
Use MOVA plugin tools directly — do NOT use exec or shell
CONTRACT_ID is ctr-cmp-xxxxxxxx from the mova_hitl_start_complaint response — NOT the complaint ID

Mova Complaints Handler

安装技能