CA60ba5ba2404b8622bca76f360596c090

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 27/05/2026, 6:49:35 pm · Duration 70s · Turns 5 · Outcome completed · End caller_hangup

Call recording · 72s

recording_sid: RE22c5b0284844ca8974fd50e8edc4e7c1

›Full Transcript · 14 messages

USER+0:15.6

When's Lance' next availability?

BOT+0:16.0immediate_ack

I'll check that now.

BOT+0:20.9tool_lead_in

Let me check that for you now.

BOT+0:24.7

Let me check that for you now.

BOT+0:24.7

Lance is at the Sydney CBD and Rose Bay clinics. Which of those works better for you?

USER+0:31.7

Rose Bay.

BOT+0:32.2immediate_ack

One moment.

BOT+0:44.3

Lance's next available at Rose Bay is Monday the first of June at ten AM, or there's also twelve PM that same day. Which works better for you?

USER+0:44.4

Okay.

BOT+0:44.8

Just to clarify, which one did you want: Mon 1 Jun, 10am, or Mon 1 Jun, 12pm?

USER+1:01.3

It's all good.

BOT+1:01.7

Just to clarify, which one did you want: Mon 1 Jun, 10am, or Mon 1 Jun, 12pm?

USER+1:06.2

Twelve PM.

BOT+1:06.5

Just to clarify, which one did you want: Mon 1 Jun, 10am, or Mon 1 Jun, 12pm?

State Flow · 6 states · 14 utterances

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 ModPod Podiatry.
Tenant:
ModPod Podiatry
PMS:
pracsuite
Direction:
+61481222413 → +61468078235
Conversation:
b620d25e-f119-4204-b7b6-bcdeadf73e3f
greeting· 4.5s 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
+0:04.2
Prefetched the caller’s record in 4.2s. Agent is now greeting the caller.
Data prefetched for this caller
Matched patient
Name:Daniel Welsh
Mobile:+61481222413
DOB:—
First seen:—
Last seen:—
Outreach status:none
Recent past appointments (showing 5 of 27)
6/6/26, 10:30 amNew Biomechanical· Will Zalloua· ModPod Podiatry - Dee Whycancelled
5/6/26, 9:00 amFree Bio· Jake Murphy· ModPod Podiatry - Dee Whycancelled
4/6/26, 12:00 pmNew Biomechanical· Alison Pasut· ModPod Podiatry - Mosmancancelled
3/6/26, 2:50 pmNew Biomechanical· Trent Baker· ModPod Podiatry - Mosmancancelled
1/6/26, 3:00 pmNew Biomechanical· Alison Pasut· ModPod Podiatry - Mosmancancelled
27 total appointments on file · 0 pre-call messages in this conversation
booking discovery· 11.4s later
STATE 03booking discovery
booking_discovery
Router state. Identifies caller intent and dispatches to a super-state branch (appointment_setting / appointment_adjustment / qa / handoff).
Enters when
Call starts after greeting, OR a sub-flow returns to the router (e.g. qa side-loop completes).
Exits when
Routes into appointment_setting (new booking), appointment_adjustment (touch existing), qa (side question), or handoff (callback/transfer/escalation).
Allowed tools
BASE_TOOLS minus CreatePatient. Read-only lookups while still gathering intent.
flow state
+0:15.6
FSM routed to booking discovery. Because availability request medium — availability terms. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:15.6
When's Lance' next availability?
BOT+0:16.0immediate_ack
I'll check that now.
BOT+0:20.9tool_lead_in
Let me check that for you now.
toolCheckAvailability0ms · returned_error
+0:20.9
in:{}
out:{"error":"Preferred clinic required before checking availability. Ask which clinic suits them best, then call CheckAvailability with that business_id. Only omi…
⚠ tool error: Preferred clinic required before checking availability. Ask which clinic suits them best, then call CheckAvailability with that business_id. Only omit business_id if the caller explicitly says any clinic or location is fine.
BOT+0:24.7
Let me check that for you now.
BOT+0:24.7
Lance is at the Sydney CBD and Rose Bay clinics. Which of those works better for you?
FSM internals
trigger: availability_request/medium · evidence=availability_terms · context=unknown
directive: booking_discovery
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: booking_discovery
booking discovery· 16.1s later
STATE 04booking discovery
booking_discovery
Router state. Identifies caller intent and dispatches to a super-state branch (appointment_setting / appointment_adjustment / qa / handoff).
Enters when
Call starts after greeting, OR a sub-flow returns to the router (e.g. qa side-loop completes).
Exits when
Routes into appointment_setting (new booking), appointment_adjustment (touch existing), qa (side question), or handoff (callback/transfer/escalation).
Allowed tools
BASE_TOOLS minus CreatePatient. Read-only lookups while still gathering intent.
flow state
+0:31.7
FSM routed to booking discovery. Because caller mentioned a non-default clinic location (high confidence) — said a location name. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:31.7
Rose Bay.
BOT+0:32.2immediate_ack
One moment.
toolCheckAvailability1681ms · ok
+0:38.6
in:{"business_id":"38"}
out:{"locations":[{"id":"38","name":"ModPod Podiatry - Rose Bay"}],"total_slots":8,"location_name":"ModPod Podiatry - Rose Bay","practitioners":[{"id":"1","name":"…
BOT+0:44.3
Lance's next available at Rose Bay is Monday the first of June at ten AM, or there's also twelve PM that same day. Which works better for you?
FSM internals
trigger: alternate_location/high · evidence=location_terms · context=unknown
directive: booking_discovery
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: booking_discovery
booking discovery· 12.7s later
STATE 05booking discovery
booking_discovery
Router state. Identifies caller intent and dispatches to a super-state branch (appointment_setting / appointment_adjustment / qa / handoff).
Enters when
Call starts after greeting, OR a sub-flow returns to the router (e.g. qa side-loop completes).
Exits when
Routes into appointment_setting (new booking), appointment_adjustment (touch existing), qa (side question), or handoff (callback/transfer/escalation).
Allowed tools
BASE_TOOLS minus CreatePatient. Read-only lookups while still gathering intent.
flow state
+0:44.5
FSM routed to booking discovery. Because ambiguous medium — unresolved two slot reply. Agent ran clarify two slot choice. No tools unlocked yet (still gathering info).
USER+0:44.4
Okay.
BOT+0:44.8
Just to clarify, which one did you want: Mon 1 Jun, 10am, or Mon 1 Jun, 12pm?
USER+1:01.3
It's all good.
BOT+1:01.7
Just to clarify, which one did you want: Mon 1 Jun, 10am, or Mon 1 Jun, 12pm?
USER+1:06.2
Twelve PM.
BOT+1:06.5
Just to clarify, which one did you want: Mon 1 Jun, 10am, or Mon 1 Jun, 12pm?
FSM internals
trigger: ambiguous/medium · evidence=unresolved_two_slot_reply · context=two_slot_choice
directive: unclear_two_slot_choice_reply
action: clarify_two_slot_choice
allowed tools: none (still gathering)
raw: unclear_two_slot_choice_reply
ended· 25.1s later
STATE 06endedsynthetic
+1:09.6
Call ended after 70s · 5 turns · reason: caller_hangup.

Tool calls · 2

CheckAvailability 0ms · returned_error

input

{}

output

{
  "error": "Preferred clinic required before checking availability. Ask which clinic suits them best, then call CheckAvailability with that business_id. Only omit business_id if the caller explicitly says any clinic or location is fine.",
  "missing": "business_id",
  "requires_clinic_preference": true
}

error: Preferred clinic required before checking availability. Ask which clinic suits them best, then call CheckAvailability with that business_id. Only omit business_id if the caller explicitly says any clinic or location is fine.

CheckAvailability 1681ms · ok

input

{
  "business_id": "38"
}

output

{
  "locations": [
    {
      "id": "38",
      "name": "ModPod Podiatry - Rose Bay"
    }
  ],
  "total_slots": 8,
  "location_name": "ModPod Podiatry - Rose Bay",
  "practitioners": [
    {
      "id": "1",
      "name": "Lance Penn"
    }
  ],
  "available_slots": [
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T10:00:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 10am [2026-06-01T10:00:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T10:30:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 10:30am [2026-06-01T10:30:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T12:00:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 12pm [2026-06-01T12:00:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T12:30:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 12:30pm [2026-06-01T12:30:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T13:00:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 1pm [2026-06-01T13:00:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T13:30:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 1:30pm [2026-06-01T13:30:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T14:40:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 2:40pm [2026-06-01T14:40:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T16:30:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 4:30pm [2026-06-01T16:30:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Lance Penn",
  "has_multiple_locations": false,
  "has_multiple_practitioners": false
}

Call Notes

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FSM Final State

status

active

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