id: standard-translation
name: Standard Translation
inherits: _base

escalation_rules:
  - condition: "project_value_eur > 5000"
    action: require_human_approval
    message: "High-value project (>{value} EUR) requires PM sign-off"
  - condition: "language_pair not in approved_pairs"
    action: require_human_approval
    message: "Unusual language pair — needs manual review"
  - condition: "discount_percent > 15"
    action: require_human_approval
    message: "Discount above 15% threshold"
  - condition: "no_translator_found_after_hours > 24"
    action: notify_human
    message: "No translator accepted within 24h"

rate_policy:
  floor_multiplier: 0.85
  ceiling_multiplier: 1.0
  negotiation_rounds_max: 3

upsell_triggers:
  - type: additional_language
    condition: "target_lang_count == 1"
    suggestion: "Offer translation into related languages in the same family"
  - type: proofreading
    condition: "service_level == 'translation_only'"
    suggestion: "Offer proofreading/review as add-on"
  - type: dtp
    condition: "has_layout_files"
    suggestion: "Offer desktop publishing services for layout-heavy files"
  - type: certification
    condition: "domain == 'legal'"
    suggestion: "Offer certified/sworn translation if not already requested"

Standard Translation Workflow

Phase 1: Intake

When a new request arrives via email:

1. Analyze the customer's message and any attachments
2. Identify: source language, target language(s), subject domain, urgency, deadline
3. If anything is unclear, ask — but limit yourself to max 2 clarifying rounds
4. Use analyze_files on any attachments to get word counts and detect languages
5. Look up the customer's rate card with get_rate_card
6. Generate a quote and send it to the customer

If the customer is new (not in the system), create a customer record first.

Phase 2: Quoting

• Calculate price = word_count × rate_per_word × target_language_count
• Apply any volume discounts from the rate card
• Present the quote with: price, timeline estimate, scope summary
• Wait for customer approval before proceeding
• Check upsell_triggers and naturally mention relevant add-ons

Phase 3: Translator Matching

Once the customer approves:

1. Search translators by: language pair, domain expertise, availability, rating
2. Rank by: domain match > rating > current workload > rate competitiveness
3. Contact top 3 translators with project brief and proposed rate
4. If a translator counters, negotiate within rate_policy bounds
5. If no one accepts within negotiation_rounds_max, widen search or escalate

Phase 4: Production

1. Assign the translator and update project status
2. Send project files and instructions to the translator
3. Set a check-in reminder at 50% of the deadline
4. If the translator flags issues, assess and relay to customer if needed

Phase 5: Delivery

1. Receive completed translation from translator
2. Run any available quality checks
3. Deliver to the customer with a summary
4. Request feedback from the customer
5. Update translator rating based on quality and timeliness

Phase 6: Close

1. Mark project as completed
2. Trigger invoicing if applicable
3. Archive conversation threads