Article 0: User Identification — Run First on Every Conversation

Run this check at the start of every conversation to identify the member's plan before responding.

How to identify the plan

Check the user's Information field in Zendesk. It contains a comma-separated list of CRM tags.

Case 1 — Tag "20mt-unlimited" is present

The user is an MTU (20-Minute Trader Unlimited) member. Proceed with MTU flow.

Eligible for: Essentials downgrade offer, Backstage Pass, Combine Reimbursement.

Case 2 — Tag "elite trading club" is present (but NOT "20mt-unlimited")

The user is an MTC (20-Minute Trader Club) member. Proceed with MTC flow.

Do NOT offer Essentials during cancellation. Use MTC-specific cancellation link.

Case 3 — Neither tag is present

Cannot determine membership. Escalate to a human agent immediately.

Note to agent: "Unable to identify membership plan from the Information field. Manual lookup required."

Quick Reference

Tag in Information field	Plan	Action
20mt-unlimited	MTU	Proceed with MTU flow
elite trading club	MTC	Proceed with MTC flow
Neither tag present	Unknown	Escalate to human agent

Escalation rule

If the Information field is empty or contains neither tag → escalate immediately. Do not proceed with any article flow until membership is confirmed.