diff --git a/force-app/main/default/bots/Contacty/Contacty.bot-meta.xml b/force-app/main/default/bots/Contacty/Contacty.bot-meta.xml
index d7be406..2cb5797 100644
--- a/force-app/main/default/bots/Contacty/Contacty.bot-meta.xml
+++ b/force-app/main/default/bots/Contacty/Contacty.bot-meta.xml
@@ -5,42 +5,42 @@
         <label>Contacty</label>
         <name>Contacty</name>
     </botMlDomain>
-    <botUser>contacty@00dgl000003moal.ext</botUser>
+    <botUser>contacty@00dgl000003rze2.ext</botUser>
     <contextVariables>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.MessagingEndUserId</fieldName>
-            <messageType>AppleBusinessChat</messageType>
+            <messageType>Text</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.MessagingEndUserId</fieldName>
-            <messageType>Line</messageType>
+            <messageType>WhatsApp</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.MessagingEndUserId</fieldName>
-            <messageType>Facebook</messageType>
+            <messageType>Line</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.MessagingEndUserId</fieldName>
-            <messageType>Text</messageType>
+            <messageType>EmbeddedMessaging</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.MessagingEndUserId</fieldName>
-            <messageType>WhatsApp</messageType>
+            <messageType>AppleBusinessChat</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.MessagingEndUserId</fieldName>
-            <messageType>EmbeddedMessaging</messageType>
+            <messageType>Custom</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.MessagingEndUserId</fieldName>
-            <messageType>Custom</messageType>
+            <messageType>Facebook</messageType>
         </contextVariableMappings>
         <dataType>Id</dataType>
         <description>This variable may also be referred to as MessagingEndUser Id</description>
@@ -52,37 +52,37 @@
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.Id</fieldName>
-            <messageType>Custom</messageType>
+            <messageType>Facebook</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.Id</fieldName>
-            <messageType>Line</messageType>
+            <messageType>WhatsApp</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.Id</fieldName>
-            <messageType>Facebook</messageType>
+            <messageType>Line</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.Id</fieldName>
-            <messageType>Text</messageType>
+            <messageType>EmbeddedMessaging</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.Id</fieldName>
-            <messageType>WhatsApp</messageType>
+            <messageType>AppleBusinessChat</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.Id</fieldName>
-            <messageType>EmbeddedMessaging</messageType>
+            <messageType>Custom</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.Id</fieldName>
-            <messageType>AppleBusinessChat</messageType>
+            <messageType>Text</messageType>
         </contextVariableMappings>
         <dataType>Id</dataType>
         <description>This variable may also be referred to as MessagingSession Id</description>
@@ -94,37 +94,37 @@
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.EndUserLanguage</fieldName>
-            <messageType>Custom</messageType>
+            <messageType>Facebook</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.EndUserLanguage</fieldName>
-            <messageType>Line</messageType>
+            <messageType>WhatsApp</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.EndUserLanguage</fieldName>
-            <messageType>Facebook</messageType>
+            <messageType>Line</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.EndUserLanguage</fieldName>
-            <messageType>Text</messageType>
+            <messageType>EmbeddedMessaging</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.EndUserLanguage</fieldName>
-            <messageType>WhatsApp</messageType>
+            <messageType>AppleBusinessChat</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.EndUserLanguage</fieldName>
-            <messageType>EmbeddedMessaging</messageType>
+            <messageType>Custom</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingSession</SObjectType>
             <fieldName>MessagingSession.EndUserLanguage</fieldName>
-            <messageType>AppleBusinessChat</messageType>
+            <messageType>Text</messageType>
         </contextVariableMappings>
         <dataType>Text</dataType>
         <description>This variable may also be referred to as MessagingSession EndUserLanguage</description>
@@ -136,37 +136,37 @@
         <contextVariableMappings>
             <SObjectType>MessagingEndUser</SObjectType>
             <fieldName>MessagingEndUser.ContactId</fieldName>
-            <messageType>Custom</messageType>
+            <messageType>Facebook</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingEndUser</SObjectType>
             <fieldName>MessagingEndUser.ContactId</fieldName>
-            <messageType>Line</messageType>
+            <messageType>WhatsApp</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingEndUser</SObjectType>
             <fieldName>MessagingEndUser.ContactId</fieldName>
-            <messageType>Facebook</messageType>
+            <messageType>Line</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingEndUser</SObjectType>
             <fieldName>MessagingEndUser.ContactId</fieldName>
-            <messageType>Text</messageType>
+            <messageType>EmbeddedMessaging</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingEndUser</SObjectType>
             <fieldName>MessagingEndUser.ContactId</fieldName>
-            <messageType>WhatsApp</messageType>
+            <messageType>AppleBusinessChat</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingEndUser</SObjectType>
             <fieldName>MessagingEndUser.ContactId</fieldName>
-            <messageType>EmbeddedMessaging</messageType>
+            <messageType>Custom</messageType>
         </contextVariableMappings>
         <contextVariableMappings>
             <SObjectType>MessagingEndUser</SObjectType>
             <fieldName>MessagingEndUser.ContactId</fieldName>
-            <messageType>AppleBusinessChat</messageType>
+            <messageType>Text</messageType>
         </contextVariableMappings>
         <dataType>Id</dataType>
         <description>This variable may also be referred to as MessagingEndUser ContactId</description>
@@ -174,7 +174,7 @@
         <includeInPrompt>false</includeInPrompt>
         <label>Contact Id</label>
     </contextVariables>
-    <description>You are an AI Agent whose job is to help customers with their contact information and account security inquiries.</description>
+    <description>You are an AI Agent whose job is to help customers of The Flower Company manage their account information and security.</description>
     <label>Contacty</label>
     <logPrivateConversationData>false</logPrivateConversationData>
     <richContentEnabled>true</richContentEnabled>
diff --git a/force-app/main/default/bots/Contacty/v1.botVersion-meta.xml b/force-app/main/default/bots/Contacty/v1.botVersion-meta.xml
index 9300a3d..1c1af1e 100644
--- a/force-app/main/default/bots/Contacty/v1.botVersion-meta.xml
+++ b/force-app/main/default/bots/Contacty/v1.botVersion-meta.xml
@@ -6,13 +6,13 @@
         <botSteps>
             <botMessages>
                 <message>Hi, I&apos;m an AI assistant. How can I help you?</message>
-                <messageIdentifier>18712574-b3e1-4d21-ab5a-2e94b0ce034e</messageIdentifier>
+                <messageIdentifier>b11c8c35-ea00-476b-8f4b-6151997158ba</messageIdentifier>
             </botMessages>
-            <stepIdentifier>768a993d-91ba-44f2-a69b-7d976da9da95</stepIdentifier>
+            <stepIdentifier>2ef52a9d-8d39-4518-83bb-2b05a6c84160</stepIdentifier>
             <type>Message</type>
         </botSteps>
         <botSteps>
-            <stepIdentifier>1aed4375-0ccb-4de0-9f1a-be0cdb120797</stepIdentifier>
+            <stepIdentifier>3f0053d3-15f0-495b-b868-ac0fa3391f0e</stepIdentifier>
             <type>Wait</type>
         </botSteps>
         <developerName>Welcome</developerName>
@@ -24,13 +24,13 @@
         <botSteps>
             <botMessages>
                 <message>Sorry, it looks like something has gone wrong.</message>
-                <messageIdentifier>10ab3427-c5ac-4069-873a-94aa8f3e3b56</messageIdentifier>
+                <messageIdentifier>75598e2c-c239-423d-aec8-bca9f5a3f9f8</messageIdentifier>
             </botMessages>
-            <stepIdentifier>f9382474-580e-475b-8cdf-d969156c5c0c</stepIdentifier>
+            <stepIdentifier>a1fbf232-ce69-457d-874f-41e7426eb33a</stepIdentifier>
             <type>Message</type>
         </botSteps>
         <botSteps>
-            <stepIdentifier>207f72e9-9bb3-4f13-ad62-cb7ea99fe16e</stepIdentifier>
+            <stepIdentifier>aef15c88-cf98-4594-9287-908508ef96af</stepIdentifier>
             <type>Wait</type>
         </botSteps>
         <developerName>Error_Handling</developerName>
@@ -42,16 +42,16 @@
         <botSteps>
             <botMessages>
                 <message>One moment while I connect you to the next available service representative.</message>
-                <messageIdentifier>4a0426b6-38d5-41c4-ba65-f0b626aef277</messageIdentifier>
+                <messageIdentifier>46449da4-56c7-4563-b912-3e1e620c90d9</messageIdentifier>
             </botMessages>
-            <stepIdentifier>6cdff9a3-bf95-4ca0-94ca-928cfb0046ef</stepIdentifier>
+            <stepIdentifier>7f6d2e3b-4e56-4ab7-8fa3-4805d118da6f</stepIdentifier>
             <type>Message</type>
         </botSteps>
         <botSteps>
             <conversationSystemMessage>
                 <type>Transfer</type>
             </conversationSystemMessage>
-            <stepIdentifier>cc5eddef-ab66-4744-ab05-76f807836329</stepIdentifier>
+            <stepIdentifier>81975248-53a1-4d3c-a73e-bd3fba482c1f</stepIdentifier>
             <type>SystemMessage</type>
         </botSteps>
         <developerName>Transfer_To_Agent</developerName>
diff --git a/force-app/main/default/genAiPlanners/Contacty.genAiPlanner-meta.xml b/force-app/main/default/genAiPlanners/Contacty.genAiPlanner-meta.xml
index 93e9d33..8f008a8 100644
--- a/force-app/main/default/genAiPlanners/Contacty.genAiPlanner-meta.xml
+++ b/force-app/main/default/genAiPlanners/Contacty.genAiPlanner-meta.xml
@@ -1,20 +1,20 @@
 <?xml version="1.0" encoding="UTF-8"?>
 <GenAiPlanner xmlns="http://soap.sforce.com/2006/04/metadata">
-    <description>You are an AI Agent whose job is to help customers with their contact information and account security inquiries.</description>
+    <description>You are an AI Agent whose job is to help customers of The Flower Company manage their account information and security.</description>
     <genAiPlugins>
-        <genAiPluginName>p_16jgL000000Jms9_Provide_Account_Security_Tips</genAiPluginName>
+        <genAiPluginName>p_16jgL000000K4Vh_Provide_Account_Security_Tips</genAiPluginName>
     </genAiPlugins>
     <genAiPlugins>
-        <genAiPluginName>p_16jgL000000Jms9_Reset_Customer_Password</genAiPluginName>
+        <genAiPluginName>p_16jgL000000K4Vh_Reset_Customer_Password</genAiPluginName>
     </genAiPlugins>
     <genAiPlugins>
-        <genAiPluginName>p_16jgL000000Jms9_Track_Customer_Requests</genAiPluginName>
+        <genAiPluginName>p_16jgL000000K4Vh_Track_Customer_Requests</genAiPluginName>
     </genAiPlugins>
     <genAiPlugins>
-        <genAiPluginName>p_16jgL000000Jms9_Update_Contact_Information</genAiPluginName>
+        <genAiPluginName>p_16jgL000000K4Vh_Update_Contact_Information</genAiPluginName>
     </genAiPlugins>
     <genAiPlugins>
-        <genAiPluginName>p_16jgL000000Jms9_Verify_Customer_Identity</genAiPluginName>
+        <genAiPluginName>p_16jgL000000K4Vh_Verify_Customer_Identity</genAiPluginName>
     </genAiPlugins>
     <masterLabel>Contacty</masterLabel>
     <plannerType>AiCopilot__ReAct</plannerType>
diff --git a/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Provide_Account_Security_Tips.genAiPlugin-meta.xml b/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Provide_Account_Security_Tips.genAiPlugin-meta.xml
new file mode 100644
index 0000000..9b7fd45
--- /dev/null
+++ b/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Provide_Account_Security_Tips.genAiPlugin-meta.xml
@@ -0,0 +1,19 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<GenAiPlugin xmlns="http://soap.sforce.com/2006/04/metadata" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
+    <canEscalate>false</canEscalate>
+    <description>Offer advice on how customers can secure their accounts.</description>
+    <developerName>p_16jgL000000K4Vh_Provide_Account_Security_Tips</developerName>
+    <genAiFunctions>
+        <functionName>EmployeeCopilot__AnswerQuestionsWithKnowledge</functionName>
+    </genAiFunctions>
+    <genAiPluginInstructions>
+        <description>If the customer asks for security tips, use EmployeeCopilot__AnswerQuestionsWithKnowledge.</description>
+        <developerName>instruction_0</developerName>
+        <language xsi:nil="true"/>
+        <masterLabel>instruction_0</masterLabel>
+    </genAiPluginInstructions>
+    <language>en_US</language>
+    <masterLabel>Provide Account Security Tips</masterLabel>
+    <pluginType>Topic</pluginType>
+    <scope>Your job is to only provide information on best practices for account security. You aren&apos;t able to make changes to the account security settings.</scope>
+</GenAiPlugin>
diff --git a/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Reset_Customer_Password.genAiPlugin-meta.xml b/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Reset_Customer_Password.genAiPlugin-meta.xml
new file mode 100644
index 0000000..d8ac4e0
--- /dev/null
+++ b/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Reset_Customer_Password.genAiPlugin-meta.xml
@@ -0,0 +1,22 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<GenAiPlugin xmlns="http://soap.sforce.com/2006/04/metadata" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
+    <canEscalate>false</canEscalate>
+    <description>Guide customers through the process of resetting their passwords.</description>
+    <developerName>p_16jgL000000K4Vh_Reset_Customer_Password</developerName>
+    <genAiFunctions>
+        <functionName>SvcCopilotTmpl__ResetPassword</functionName>
+    </genAiFunctions>
+    <genAiFunctions>
+        <functionName>EmployeeCopilot__AnswerQuestionsWithKnowledge</functionName>
+    </genAiFunctions>
+    <genAiPluginInstructions>
+        <description>If the customer requests a password reset, use SvcCopilotTmpl__ResetPassword.</description>
+        <developerName>instruction_0</developerName>
+        <language xsi:nil="true"/>
+        <masterLabel>instruction_0</masterLabel>
+    </genAiPluginInstructions>
+    <language>en_US</language>
+    <masterLabel>Reset Customer Password</masterLabel>
+    <pluginType>Topic</pluginType>
+    <scope>Your job is to only send a password reset link to the customer&apos;s email address associated with their contact record. You aren&apos;t able to change the password directly.</scope>
+</GenAiPlugin>
diff --git a/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Track_Customer_Requests.genAiPlugin-meta.xml b/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Track_Customer_Requests.genAiPlugin-meta.xml
new file mode 100644
index 0000000..dea9854
--- /dev/null
+++ b/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Track_Customer_Requests.genAiPlugin-meta.xml
@@ -0,0 +1,22 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<GenAiPlugin xmlns="http://soap.sforce.com/2006/04/metadata" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
+    <canEscalate>false</canEscalate>
+    <description>Monitor and follow up on customer inquiries and requests.</description>
+    <developerName>p_16jgL000000K4Vh_Track_Customer_Requests</developerName>
+    <genAiFunctions>
+        <functionName>SvcCopilotTmpl__GetCaseByCaseNumber</functionName>
+    </genAiFunctions>
+    <genAiFunctions>
+        <functionName>EmployeeCopilot__AnswerQuestionsWithKnowledge</functionName>
+    </genAiFunctions>
+    <genAiPluginInstructions>
+        <description>If the customer inquires about the status of their request, use SvcCopilotTmpl__GetCaseByCaseNumber.</description>
+        <developerName>instruction_0</developerName>
+        <language xsi:nil="true"/>
+        <masterLabel>instruction_0</masterLabel>
+    </genAiPluginInstructions>
+    <language>en_US</language>
+    <masterLabel>Track Customer Requests</masterLabel>
+    <pluginType>Topic</pluginType>
+    <scope>Your job is to only track and provide updates on customer inquiries and requests. You aren&apos;t able to resolve the inquiries directly.</scope>
+</GenAiPlugin>
diff --git a/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Update_Contact_Information.genAiPlugin-meta.xml b/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Update_Contact_Information.genAiPlugin-meta.xml
new file mode 100644
index 0000000..b5211aa
--- /dev/null
+++ b/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Update_Contact_Information.genAiPlugin-meta.xml
@@ -0,0 +1,22 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<GenAiPlugin xmlns="http://soap.sforce.com/2006/04/metadata" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
+    <canEscalate>false</canEscalate>
+    <description>Assist customers in changing their contact details such as email address, phone number, or postal address.</description>
+    <developerName>p_16jgL000000K4Vh_Update_Contact_Information</developerName>
+    <genAiFunctions>
+        <functionName>SvcCopilotTmpl__UpdateCustomerContact</functionName>
+    </genAiFunctions>
+    <genAiFunctions>
+        <functionName>EmployeeCopilot__AnswerQuestionsWithKnowledge</functionName>
+    </genAiFunctions>
+    <genAiPluginInstructions>
+        <description>If the customer requests to update their contact details, use SvcCopilotTmpl__UpdateCustomerContact. Ensure you specify an Id, ask for it or use GetContacyByName.</description>
+        <developerName>instruction_0</developerName>
+        <language xsi:nil="true"/>
+        <masterLabel>instruction_0</masterLabel>
+    </genAiPluginInstructions>
+    <language>en_US</language>
+    <masterLabel>Update Contact Information</masterLabel>
+    <pluginType>Topic</pluginType>
+    <scope>Your job is to only update fields on a customer’s contact record. You aren&apos;t able to handle other account-related tasks.</scope>
+</GenAiPlugin>
diff --git a/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Verify_Customer_Identity.genAiPlugin-meta.xml b/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Verify_Customer_Identity.genAiPlugin-meta.xml
new file mode 100644
index 0000000..3a0ceef
--- /dev/null
+++ b/force-app/main/default/genAiPlugins/p_16jgL000000K4Vh_Verify_Customer_Identity.genAiPlugin-meta.xml
@@ -0,0 +1,31 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<GenAiPlugin xmlns="http://soap.sforce.com/2006/04/metadata" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
+    <canEscalate>false</canEscalate>
+    <description>Authenticate customer identity before updating information.</description>
+    <developerName>p_16jgL000000K4Vh_Verify_Customer_Identity</developerName>
+    <genAiFunctions>
+        <functionName>SvcCopilotTmpl__SendEmailVerificationCode</functionName>
+    </genAiFunctions>
+    <genAiFunctions>
+        <functionName>SvcCopilotTmpl__VerifyCustomer</functionName>
+    </genAiFunctions>
+    <genAiFunctions>
+        <functionName>EmployeeCopilot__AnswerQuestionsWithKnowledge</functionName>
+    </genAiFunctions>
+    <genAiPluginInstructions>
+        <description>If the customer needs to verify their identity, use SvcCopilotTmpl__SendEmailVerificationCode.</description>
+        <developerName>instruction_0</developerName>
+        <language xsi:nil="true"/>
+        <masterLabel>instruction_0</masterLabel>
+    </genAiPluginInstructions>
+    <genAiPluginInstructions>
+        <description>Once the customer provides the verification code, use SvcCopilotTmpl__VerifyCustomer.</description>
+        <developerName>instruction_1</developerName>
+        <language xsi:nil="true"/>
+        <masterLabel>instruction_1</masterLabel>
+    </genAiPluginInstructions>
+    <language>en_US</language>
+    <masterLabel>Verify Customer Identity</masterLabel>
+    <pluginType>Topic</pluginType>
+    <scope>Your job is to only verify whether the verification code entered by the customer matches the code sent to their email address. You aren&apos;t able to proceed with updates without successful verification.</scope>
+</GenAiPlugin>