Tier-1 support motion

Support dialogs in Devanagari · Arabic (RTL) · CJK.

Three tier-1 support variants — each with a support persona, a multi-turn exchange, and a proof callout. Companion to the transcript and audio cards on /customers.

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Three support variants · one shareable URL
हिन्दी العربية 中文
Devanagari · Hindi

Refund escalation · loyalty subscriber, Mumbai

Persona: Priya, loyalty-program member · Flow: a Tier-1 agent verifies the order, explains the refund threshold, and escalates without losing the Hindi context.

A Tier-1 agent keeps the caller in Hindi, confirms the original payment, and hands off a complete escalation note. Compare the production Hindi transcript in the proof callout below.

Transcript · refund escalation (native Hindi + inline English tokens)
Caller · Priya नमस्ते, मेरे ऑर्डर PX-4821 का पैसा वापस नहीं आया। ऐप में refund pending दिख रहा है।
Agent · Tier-1 support मैं आपकी मदद करती हूँ। Order PX-4821 और भुगतान की आखिरी तारीख 12 June है — मैं अभी refund status जाँचती हूँ।
Caller · Priya अगर आज तक नहीं हुआ तो क्या मैं escalate कर सकती हूँ? मुझे यह रकम urgent चाहिए।
Agent · Tier-1 support हाँ, 48-hour threshold पार हो चुका है। मैंने आपका मामला billing escalation BR-119 के रूप में भेज दिया है। आपको SMS update मिलेगा।
Proof
See the matching production loyalty-helpline transcript and audio card on /customers#proof-hi — the same Hindi-first handoff pattern.
Source: Parlo Tier-1 support simulation · anonymized caller persona
Arabic · RTL

Technical triage · mobile-app login, Riyadh

Persona: خالد, retail-app customer · Flow: a Tier-1 agent captures device context, runs safe troubleshooting, and routes a reproducible bug to engineering.

The agent collects the app version, reproduces the login failure, and passes a clean incident summary to engineering. Compare the production Arabic transcript in the proof callout below.

Transcript · technical triage (native RTL Arabic + inline English tokens)
المتصل · خالد السلام عليكم، لا أستطيع تسجيل الدخول إلى التطبيق منذ الصباح. تظهر رسالة error 403 بعد إدخال الرمز.
الوكيل · Tier-1 support وعليكم السلام. سأساعدك. هل تستخدم إصدار Android 14 أم iOS؟ وهل حدث الخطأ على شبكة الهاتف والواي فاي؟
المتصل · خالد هاتف Android 14 والخطأ موجود في الحالتين. حذفت التطبيق وأعدت تثبيته، لكن المشكلة مستمرة.
الوكيل · Tier-1 support فهمت. سجّلت INC-2048 مع إصدار الهاتف والشبكتين. سأرفعها إلى فريق engineering الآن، وسنرسل لك تحديثاً خلال ساعتين.
Proof
See the matching production Arabic support transcript and audio card on /customers#proof-ar — including clean context handoff for escalations.
Source: Parlo Tier-1 support simulation · anonymized caller persona
CJK · Mandarin

Billing dispute · duplicate charge, Shanghai

Persona: 陈琳, subscription customer · Flow: a Tier-1 agent distinguishes an authorization hold from a duplicate charge and records the billing dispute.

The agent checks the invoice ID, explains the payment hold in Mandarin, and creates a dispute when the second charge is confirmed. Compare the production Mandarin transcript in the proof callout below.

Transcript · billing dispute (native Hanzi + inline English tokens)
来电者 · 陈琳 你好，我的 invoice INV-7319 被扣了两次。银行应用显示两笔都是已完成付款。
客服 · Tier-1 support 我来帮您核对。 INV-7319 的第一笔是预授权，第二笔已经入账。请问您看到两个相同的 settlement ID 吗？
来电者 · 陈琳 没有，是两个不同的 settlement ID。我不希望等到下个月账单才处理。
客服 · Tier-1 support 明白。我已创建 billing dispute BD-552 ，并附上两笔付款记录。账单团队会在 24 hours 内联系您，期间不会关闭服务。
Proof
See the matching production Mandarin support transcript and audio card on /customers#proof-zh — with billing identifiers preserved in the handoff.
Source: Parlo Tier-1 support simulation · anonymized caller persona

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