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WHEN a customer asks about customising their board or configuring a 2-in-1 boardUpdated 10 days ago

Trigger examples:
“Can I customise my board?”
“Can I choose different wheels or tyres?”
“Can I build my own setup for a 2-in-1?”
WHEN a customer asks about customising their board or configuring a 2-in-1 board
IF the customer is ordering a 2-in-1 board
THEN
  • Explain what can be customised at checkout (street wheel selection only)
  • Clarify that all-terrain setup is fixed for certain models
  • Mention that further customisation can be done after purchase via parts
    Suggested message: “For 2-in-1 boards, you can choose your preferred street wheels at checkout. The all-terrain setup is fixed depending on the model, for example Diablo Carbon comes with standard tyres and hubs. If you want to customise further, additional tyres or hubs can be purchased separately after.”
IF the customer asks about general customisation options
THEN
  • List supported customisation options only
  • Keep it focused on visual and supported component changes
  • Do not introduce unsupported modifications
    Suggested message: “There are a few ways you can customise your board within supported options, such as wheel styles, hub colours, and some component variations depending on availability.”
IF the customer asks about specific unsupported customisations
THEN
  • Clearly state what is not supported
  • Give a brief reason tied to production and compatibility
  • Do not offer alternatives outside supported ecosystem
    Suggested message: “Some customisations aren’t supported due to production and compatibility limits, such as custom griptape, deck modifications, or non-standard configurations. All setups need to stay within tested and supported components.”
IF the customer asks about fully custom builds or non-standard configurations
THEN
  • Explain that boards are built as complete tested systems
  • Do not suggest custom builds or third-party modifications
  • Keep response firm and clear
    Suggested message: “Our boards are built as complete systems, so full custom builds or non-standard configurations aren’t supported. We can only offer setups that are tested and compatible with our components.”
IF the customer wants specific combinations (for example tyres, hubs, or setup variations)
THEN
  • Confirm what is available within supported parts
  • Offer to help identify compatible parts after purchase
  • Do not promise custom builds
    Suggested message: “If you have a specific setup in mind, I can help check which compatible parts are available so you can build that setup using supported components.”
IF the customer insists on unsupported customisation
THEN
  • Do not attempt to fulfil or workaround the request
  • Escalate for review
    Suggested message: “That setup isn’t something we support, but I can have this reviewed for you to confirm the best option.”
Internal notes:
  • This merges 2-in-1 configuration and general customisation into one guidance
  • Keep scope controlled:
    • Allowed: wheels, hubs, visual components, supported parts
    • Not allowed: structural, electrical, firmware, or third-party modifications
  • 2-in-1 rules:
    • Street wheels selectable at checkout
    • All-terrain setup fixed (especially Diablo Carbon)
    • Additional parts can be purchased separately post-purchase
  • Do not:
    • imply full custom builds are possible
    • suggest unsupported configurations
    • introduce third-party modifications
  • Escalate when:
    • customer insists on unsupported customisation
    • request is unclear or outside defined options
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