CA271294a2d75780a918ced2b44d44e425

Call recording · 68s

State Flow · 6 states · 14 utterances

1. STATE 01init

   init

   WebSocket opened and prefetch (patient lookup, current bookings, recent thread, preferences) is in flight. No agent utterance yet.

   Enters when

   Twilio ConversationRelay opens the WebSocket.

   Exits when

   Prefetch completes → greeting.

   Allowed tools

   No tools — the route layer is fetching DB state in parallel.

   synthetic

   +0:00.0

   Call answered. Agent is initializing the session for Your practice.

   Tenant:

   Your practice

   PMS:

   pracsuite

   Direction:

   +61481222413 → +61468005322

   Conversation:

   29fa2e64-52ce-40ab-9d39-8cda053f8482

2. greeting· 1.6s later
   STATE 02greeting

   greeting

   Deterministic agent greeting plays once prefetch resolves and before the caller speaks for the first time.

   Enters when

   Prefetch resolves; route layer emits the greeting TTS.

   Exits when

   Caller responds → first buildVoiceBookingFlow pass routes to booking_discovery / rescheduling / cancelling / answering_query / verifying_identity.

   Allowed tools

   No tools — single deterministic utterance.

   synthetic

   +0:01.3

   Prefetched the caller’s record in 1.3s. Agent is now greeting the caller.

   Data prefetched for this caller

   Matched patient

   Name:Derek Wells

   Mobile:+61481222413

   DOB:—

   First seen:—

   Last seen:—

   Outreach status:none

   Upcoming appointments (1)

   • 3/6/26, 10:00 amappointmentscheduled

   Recent past appointments (showing 1 of 1)

   • 3/6/26, 10:00 amExample Appointment· Daniel Welsh· Routiq cancelled

   2 total appointments on file · 0 pre-call messages in this conversation
3. booking in progress· 7.9s later
   STATE 03booking in progressflow state

   +0:09.2

   FSM routed to booking in progress. Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: booking in progress. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.

   USER+0:09.2

   Robyn?

   BOT+0:09.7immediate_ack

   Mm-hmm.

   BOT+0:10.9

   Hi Derek, yes it's Robyn here from Your practice. How can I help you today?

   USER+0:18.5

   What appointments do you have available

   BOT+0:19.0immediate_ack

   I'll check that now.

   BOT+0:20.3

   I have three options available with Daniel Welsh: Monday the first of June at three pm, or Wednesday the third of June at nine am or ten am. Which of those suits you best?

   USER+0:34.5

   Ten AM would be lovely.

   BOT+0:35.0immediate_ack

   Okay.

   BOT+0:36.8

   Lovely, that's Wednesday the third of June at ten am with Daniel Welsh for an Example Appointment at eighty dollars. Shall I go ahead and book that in for you?

   FSM internals

   trigger: unknown/low · evidence=no_rule_matched · context=unknown

   directive: booking_in_progress

   allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall

   raw: booking_in_progress
4. booking existing patient· 38.0s later
   STATE 04booking existing patient

   booking_existing_patient

   Caller is an existing patient (identity orthogonal to flow). Available within any flow branch.

   Enters when

   GetPatientDetails returned a match for the caller.

   Exits when

   Identity persists for the call lifetime. Flow dimension transitions independently.

   Allowed tools

   BASE_TOOLS — patient identity is known, no CreatePatient needed.

   flow state

   +0:47.3

   FSM routed to booking existing patient. Because no specific rule matched the caller’s last turn — no FSM rule matched. Agent ran book confirmed selected slot. No tools unlocked yet (still gathering info).

   USER+0:47.2

   Yeah. That'd be great.

   BOT+0:47.6tool_lead_in

   Perfect, I'm booking that in now.

   toolCreateAppointment5625ms · ok

   +0:53.2

   in:{"starts_at":"2026-06-03T10:00:00","patient_id":"407508","business_id":"497","practitioner_id":"1","appointment_type_id":"150424"}

   out:{"spoken":"Wonderful, I've got you booked in for Wed 3 Jun, 10am. We look forward to seeing you, Derek, and getting that sorted for you. I've sent the confirma…

   BOT+0:53.4

   Wonderful, I've got you booked in for Wed 3 Jun, 10am. We look forward to seeing you, Derek, and getting that sorted for you. I've sent the confirmation to your phone.

   FSM internals

   trigger: unknown/low · evidence=no_rule_matched · context=final_confirmation

   directive: final_confirmation_received_for_loaded_slot

   action: book_confirmed_selected_slot

   allowed tools: none (still gathering)

   raw: final_confirmation_received_for_loaded_slot
5. closing· 18.2s later
   STATE 05closing

   closinginside handoff

   Call wrapping up without a booking write — caller hung up, refused, redirected, transferred, or escalated.

   Enters when

   End-reason rule fires (emergency, sales, handoff, caller indicates done), OR caller hangs up from any flow state.

   Exits when

   Synthetic ended state follows when the websocket closes.

   Allowed tools

   No tools. One short polite closing sentence.

   flow state

   +1:05.5

   FSM routed to closing. Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: The caller is ending the call Do not call tools Close politely in one short se. No tools unlocked yet (still gathering info).

   USER+1:05.4

   Thank you. See you.

   BOT+1:05.8

   No worries, have a great day.

   FSM internals

   trigger: unknown/low · evidence=no_rule_matched · context=unknown

   directive: The caller is ending the call. Do not call tools. Close politely in one short se

   allowed tools: none (still gathering)

   raw: The caller is ending the call. Do not call tools. Close politely in one short se
6. ended· 3.2s later
   STATE 06endedsynthetic

   +1:08.7

   Call ended after 69s · 5 turns · reason: caller_hangup.

Tool calls · 1

{
  "starts_at": "2026-06-03T10:00:00",
  "patient_id": "407508",
  "business_id": "497",
  "practitioner_id": "1",
  "appointment_type_id": "150424"
}

{
  "spoken": "Wonderful, I've got you booked in for Wed 3 Jun, 10am. We look forward to seeing you, Derek, and getting that sorted for you. I've sent the confirmation to your phone.",
  "status": "booked_and_sms_sent",
  "appointment_id": "3586216"
}

Call Notes

FSM Final State