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

Test complaint

testcomplaint_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), INLINECODE3
• INLINECODE4, channel (web/email/phone/chat/branch)
• INLINECODE6 (e.g. payments, investments, mortgage)
• INLINECODE7 (ISO date)
• INLINECODE8: optional array of prior complaint IDs
• INLINECODE9: optional array of filenames
• INLINECODE10: optional (retail/sme/corporate)
• INLINECODE11: optional ISO 639-1 code

Step 2 — AI analysis output

CODEBLOCK0

Step 3 — Human decision gate

Option	Description
INLINECODE12	Send standard response
INLINECODE13

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 is ctr-cmp-xxxxxxxx, NOT the complaint ID
• INLINECODE19: chosen decision
• INLINECODE20: 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
INLINECODE27	Customer history and prior complaints from CRM
INLINECODE28

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
• CONTRACTID is ctr-cmp-xxxxxxxx from the movahitlstartcomplaint response — NOT the complaint ID