Allianz DCC human service

Status: Current | Last reviewed: 2026-10-12

This integration covers the human portion of Allianz Script v2.docx in the Allianz-branded Support Services app, developer name DCC_Allianz_Support_Services_App. Its Case page is DCC_Allianz_specialist_support_case_page, assigned to Case.Allianz_Support and Case.Allianz_Producer_Servicing in this app for the Admin profile. The October 10 demo direction removes the clarity interruption and every English Enhancement control/status from the journey. Normalization starts silently for the matching active call; the presenter explains it after the demo. The October 10 human-script rehearsal used 4870 v18 with catalogue 4.0.7. The modular Salesforce update preserves the currently published runtime and its verified-context guard. The separate self-service agent is 4873.

The DCC page retains its installed layout, SVG assets and styling. Standard Salesforce Case highlights, actions and tabsets surround dccAllianzCallWorkspace inside Call Summary. This small container composes dccAllianzCallSummary, dccAllianzAnnuityForm and dccAllianzIllustrationRequest; the form opens in that tab and hides the summary while editing. The existing Details, Activities, Related, Reports and case-history views remain native record-page components.

Only dccAllianzCopilotBridge, always mounted by the right panel, publishes the complete native context. Do not also mount the old full producer workspace or a second annuity form. They use different draft and receipt contracts and would compete for the same form events. This is distinct from the older Allianz_Producer_Workspace page.

Context and event contract

dccAllianzCopilotBridge reads AllianzWorkspaceController.getSnapshot and DCC_AllianzAnnuityController.getDetails. It requires a verified Case and an exact match between the authorized context's contract number and a policy belonging to the Case Contact's Producer. It never chooses an arbitrary policy.

The native views receive ui-state / workspace.snapshot immediately after the authorized Case read, even when the iframe is unavailable. Late subscribers request the current snapshot with workspace.snapshot.request. Loading, verification and lookup errors are explicit native states. Salesforce RefreshView reloads the snapshot, retaining an open form's unsaved progress. The Wrap up button in Call Summary uses the same installed DCC modal as the Copilot action.

Every context.updated is a complete snapshot, because the runtime replaces HostContext on this event. Audio updates preserve contract, benefit disclosure, form progress, receipt and pending-action context. workspaceKind=dcc-allianz selects the new native branch of the existing 4870 journey worker; the independent demo branch remains available.

For live producer calls, startup workflow 1932 creates/reuses the Case workspace and agent 4873's synchronous handoff workflow 1933 supplies the authorized snapshot before returning control to Connect. The Omni routing Flow only links and pops the actual Case; it does not manufacture verified context. See the deployed handoff contract.

Source	Event	Native behavior
DCC bridge	workspace.snapshot	Render authorized native context independently of iframe readiness
Native view	workspace.snapshot.request	Replay local context when a tab/component mounts
Suggestions host	assist.ready	Publish the complete authorized snapshot after the iframe acknowledges its generic startup context
Copilot button	illustration.open	Open the DCC form for the authorized Case/policy
Capture worker	allianz-recurring-illustration	Map amount/frequency, start date, duration, allocation and purchase payments into five visible groups
DCC form	annuity.progress	Update the rail through a full context.updated snapshot
Representative	Review checkbox	Confirm start date and modeling assumptions; edits clear confirmation
DCC form	annuity.saved / formSubmitted	Read Apex again and show the actual saved state
Silent audio adapter	Matching call + audio status	Request outbound normalization automatically once per matched call; keep acknowledgement/error state out of the journey UI
Copilot button	wrapup.open	Open the installed DCC modal using the saved request

The capture adapter rejects events for another Case, conversation, policy or worker. Opening the form requires the policy from the authorized local snapshot. Manual edits, including cleared values, survive later suggestions. next_month resolves against the authorized scenario's asOf, not the host clock. The script's October 12 valuation, November 1 start and November 14 anniversary are authored demo dates, not current financial values.

The prompt follows the actual human/customer transcript. It includes the full written MAV qualification, proactively requests the modeling-assumption read-back, retains Jack Monahan's pending signature reminder after a general “no more help,” and permits closing after the reminder is acknowledged.

Persistence and boundaries

Saving creates or updates one Case/policy Task. Submission requires all five input groups and explicit confirmation, enforced in Apex as well as the UI. A Case lock makes repeat submission idempotent. The existing wrap-up sidecar is updated only when its verified contract matches the selected policy.

The submitted panel displays the actual Salesforce Task ID, Case, timestamp, owner and saved values. An incoming event's claimed receipt cannot establish submission. No static carrier reference or delivery claim is displayed.

The Task is an internal illustration request. Document generation, customer webchat sharing and producer-portal delivery require separate integrations. allianzAudioBridge receives always-on on the DCC page only. After the call is matched through ownsCall, an off audio status requests outbound accent conversion once for that call, preserving provider and other audio preferences. The adapter still requires the engine acknowledgement; an unmatched call cannot be changed. The component has no visible template and the journey renders no normalization status, switching controls or speaking-pace detour.

Rehearsal and release

For the modular Case page and embed-startup correction, retrieve the live DCC_Allianz_specialist_support_case_page and allianzMfeBase into a separate Salesforce project, then run:

python sfdc/allianz-demo/scripts/stage-modular-workspace.py \
  --baseline /tmp/fresh-salesforce-project \
  --output /tmp/allianz-release

This stages four native bundles, the Allianz embed-base clone and the DCC page. It preserves the current right panel, app assignments, other page regions and managed channel imports. The existing live-conversation Agent Assist receives full CRM context after ready through the authenticated bridge; its startup URL contains only bootstrap identity/display parameters. Record mode follows the same rule; conversation-creation modes retain their required variables. This prevents re-encoding large workspace JSON in the session-exchange URL from exceeding the Surface App request limit.

Run the native LWC suite and shared suggestions/Copilot bootstrap tests, lint the changed bundles, validate the staged metadata with DCC_AllianzAnnuityControllerTest and AllianzWorkspaceControllerTest, and check the installed page in a fresh browser. Verify one form, one native context publisher, Case display without iframe readiness, the authenticated ready handshake, and saved receipt behavior. This release does not publish an agent version or restart a TrueServe service.

Maintained scripts are in apps/ai-manager/scripts/allianz-demo/:

1. human-service-install.ts backs up and revisions the 4870 draft and publishes the updated native-compatible catalogue. --draft-only skips catalogue work.
2. human-service-rehearsal.ts creates a separate synthetic Allianz_Support Case, uses the human-side speech through stereo STT, omitting the superseded turns 12–15 and the resumed-explanation prefix of turn 16, opens the actual DCC app in Salesforce, and checks native controls and persistence. It tests the draft by default; --published selects the published version.
3. human-service-wrapup-rehearsal.ts can resume only the final review on that same Case after all preceding script checks passed. It preserves the earlier attempt and checks the Case, voice activity and signature follow-up. --readback-only verifies a previously completed UI review without repeating its writes.
4. human-service-publish.ts requires a passing DCC rehearsal and an unchanged configuration hash, runs runtime preflight, publishes through Studio, then verifies every runtime field. Studio keeps name/description on the agent identity rather than the runtime version. --verify-published verifies the existing publication without creating another version.

Run with .devcontainer/scripts/with-env.sh and the ai-manager tsx binary. Private evidence is under .local-data/allianz-human-v2/; it includes screenshots, transcript, iframe events, render events and Salesforce results. Authentication/session URLs must stay out of shared logs and documentation.

The rehearsal seeds authorized handoff context. It does not prove continuous PSTN/Connect transfer from 4873 into an SCV call or audible voice conversion. Those boundaries must be tested with an actual connected call.

Retrieve live DCC metadata before deployment and compare modification times before writing, because the page is also being designed in Salesforce. The historical human-script release deployed eight changed/new LWC bundles and the DCC annuity controller and test class. For the modular page release, use the focused staging process above. Do not redeploy the page or app assignment from an older checkout. Run the local LWC suite, TypeScript checks, Salesforce validation, explicit Apex tests and the browser rehearsal. .forceignore excludes Jest sources from Salesforce compilation.

Verified release

The October 12 modular-page release passed metadata validation 0AfDW00001NWBr80AH and deployed as 0AfDW00001NWBrD0AX; the final form-only policy-option refinement is 0AfDW00001NWBrI0AX. Local checks pass 18 native LWC tests, 18 shared embed/Copilot tests and changed-source lint. The explicit Apex save/receipt run 707DW00002p94fL passed 9 tests; metadata validation itself executed zero tests.

A fresh browser on Case 00023289 confirmed standard Case highlights, one form and one native context bridge. The exchange URL decreased from the previous 17,661 bytes to 1,516 bytes; authentication completed with 302 → 302 → 200 and the iframe reported ready. A simulated Copilot action through the real iframe bridge opened the form, hid the summary and restored it on close. The browser recorded context.updated with verified=true from the DCC bridge and successful command acknowledgements. No business records were saved by this browser check.

This verification covers the native page, embed startup and event delivery. It does not establish restored transcription for the completed call or replace a new connected-call check. No agent publication, Connect/Omni configuration or shared TrueServe service was changed for this release.

The October 10 local suite passes 13 LWC tests and the catalogue/rehearsal TypeScript checks. Explicit DevSDO execution passes 9 Apex tests, run 707DW00002p0UGG. The scoped deployment is 0AfDW00001NWBoT0AX; the subsequent startup-acknowledgement fix is 0AfDW00001NWBoY0AX, and the silent automatic normalization adapter is 0AfDW00001NWBod0AH. Deployment validation reported zero executed tests, so the explicit Apex run is the test evidence.

The revised human script and focused wrap-up continuation pass 18/18 acceptance checks, using conversation 73ce92cd-0553-4631-abfb-6416b0eecb06 and Case 00023205 (500DW00000GawOSYAZ).

Verified result	Salesforce evidence
Native capture, explicit review and submitted request	Task 00TDW00001KbdeW2AR
Case closed after selecting Policy Inquiry and Mark as Complete	Case 00023205, reason policyInquiry, status Closed
Voice activity completed	Task 00TDW00001KbdeH2AR, status Complete, IsClosed=true
Jack Monahan signature follow-up saved	Task 00TDW00001KbdbY2AR

The first 17 checks ran through the spoken call and Copilot-opened DCC modal. The final review was completed in a focused continuation on the same persisted Case after correcting the harness's finish-button selector and its assumption that every closed Task status is spelled Completed. Earlier failed attempts remain in the private evidence; the final check includes that continuation.

The checks cover the full benefit qualification, absence of the enhancement detour, correct native form/action mapping, independently captured input groups, question-versus-confirmation behavior, the complete modeling read-back, actual receipt propagation, proactive reminder, closing, and persisted wrap-up. The native form preserves manual edits; unit/Apex tests also cover foreign Cases/policies, false receipt claims, missing confirmation and duplicate saves.

The startup handshake follows the generic embed's context acknowledgement, so generic refreshes restore the native snapshot. Deepgram endpointing is 750 ms; the previous 150 ms split explanations into excessive final fragments and delayed form-state guidance.

Published runtime configuration SHA-256: 5c81572e2dd4a4095fd20f05f0fbbf5e2be710068305c0d6131a858e2df19908. The tested draft hash, including authoring identity fields, is 785573c097aadb7792cefb1cbeb51ca0091aba16a028f6fe0b251bae981c24bd.