【案例复盘】客服口径统一：三次答复不一的投诉风暴

-- 客服口径：话术模板管理
local player = class(actor)
local TEMPLATES = {
    compensate = "经核实您的奖励确实少发，将在 24 小时内补发，并额外补偿安抚礼包。",
    verify = "系统正在核实您反馈的问题，预计 24 小时内给您答复。",
    reject = "经核实该情况符合活动规则说明，感谢您的理解。",
}
local function getTemplate(player, key)
    local tpl = TEMPLATES[key]
    if tpl == nil then
        sendmsg(player, 1, 0, "话术模板缺失，请联系客服主管补充。")
        return ""
    end
    return tpl
end

-- 制度修正：授权与销项
local player = class(actor)
local AUTH_LEVEL = {compensate = 2, verify = 1, reject = 2}
local function replyTicket(player, key, ticketId)
    local needLevel = AUTH_LEVEL[key] or 2
    local myLevel = tonumber(getplayvar(player, "HUMAN", "CsLevel") or 1)
    if myLevel < needLevel then
        sendmsg(player, 1, 0, "该答复需主管审批后发出。")
        return
    end
    sendmsg(player, 1, 0, "【答复】" .. getTemplate(player, key) ..
        "（工单 " .. ticketId .. " 已进入销项跟踪）")
end