- 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_idcomplaint_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 IDsattachments: optional array of filenamescustomer_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 ← RECOMMENDEDStep 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 isctr-cmp-xxxxxxxx, NOT the complaint IDoption: chosen decisionreason: 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-xxxxxxxxfrom the mova_hitl_start_complaint response — NOT the complaint ID