CA65b45655fabf3c6cd4a4d29209bfcd40

Call recording · 85s

State Flow · 8 states · 10 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 ModPod Podiatry.

   Tenant:

   ModPod Podiatry

   PMS:

   pracsuite

   Direction:

   +61481222413 → +61468078235

   Conversation:

   793d7b69-1d75-4c49-8604-34117ee4dd98

2. greeting· 4.2s 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

   +0:03.9

   Prefetched the caller’s record in 3.9s. 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
3. booking in progress· 11.1s later
   STATE 03booking in progress/ elicit_service

   elicit_servicephase

   Determine which service / appointment type the caller wants.

   flow state

   +0:15.1

   FSM routed to booking in progress (elicit service). Because booking request medium — said booking-related words. Agent asked the caller what their visit is about. No tools unlocked yet (still gathering info).

   USER+0:14.8

   Could I please make an appointment?

   BOT+0:15.4

   No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?

   FSM internals

   trigger: booking_request/medium · evidence=booking_terms · context=unknown

   directive: visit_reason_required

   action: ask_visit_reason

   allowed tools: none (still gathering)

   raw: visit_reason_required
4. awaiting service lookup· 10.8s later
   STATE 04awaiting service lookup/ elicit_service

   elicit_servicephase

   Determine which service / appointment type the caller wants.

   flow state

   +0:25.9

   FSM routed to awaiting service lookup (elicit service). Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: awaiting service lookup. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall.

   USER+0:25.6

   My heel just got really sore about one week ago.

   BOT+0:26.1immediate_ack

   Mm-hmm.

   BOT+0:32.9tool_lead_in

   You've come to exactly the right place — we treat heel pain every single day. Let me see what we have for that.

   toolGetAppointmentTypes368ms · ok

   +0:33.3

   in:{}

   out:[{"name":"Home Visit Morning","duration_minutes":30,"appointment_type_id":"50011"},{"name":"Strapping 20 mins","duration_minutes":30,"appointment_type_id":"500…

   BOT+0:39.7

   For heel pain, a New Biomechanical Assessment is exactly the right fit — it's a 40-50 minute appointment where the podiatrist puts you on our special medical treadmill to map pressure points and how you walk, then builds a personalised treatment plan. It's two hundred and fifty-five dollars total, made up of a one hundred and forty-five dollar initial assessment and a one hundred and ten dollar biomechanical exam component. Which of our clinics works best for you — Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?

   FSM internals

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

   directive: awaiting_service_lookup

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

   raw: awaiting_service_lookup
5. booking in progress· 39.9s later
   STATE 05booking in progress/ elicit_service

   elicit_servicephase

   Determine which service / appointment type the caller wants.

   flow state

   +1:05.8

   FSM routed to booking in progress (elicit service). 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+1:05.5

   Day Why, please.

   BOT+1:06.0immediate_ack

   Okay.

   BOT+1:11.9tool_lead_in

   Let me find you some availability at Dee Why.

   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
6. awaiting service lookup· 6.3s later
   STATE 06awaiting service lookup/ check_availability

   check_availabilityphase

   Looking up available slots via CheckAvailability.

   flow state

   +1:12.1

   FSM routed to awaiting service lookup (check availability). Directive: awaiting service lookup check availability. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone.

   FSM internals

   directive: awaiting_service_lookup / check_availability

   allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone

   raw: awaiting_service_lookup / check_availability
7. offering slots· 5.7s later
   STATE 07offering slots/ present_slots

   offering_slotsinside appointment_setting

   CheckAvailability returned candidate slots and the agent has read them back. The caller has not yet picked one or confirmed. Tools restricted to lookups so the agent can answer questions about the offered service without re-calling CheckAvailability or writing.

   Enters when

   Prior assistant turn offered two concrete slots AND session has fresh candidate_slots AND the caller has NOT yet picked one or confirmed.

   Exits when

   Caller picks a slot → awaiting_final_confirmation. Caller asks for different times/service → resolving_service / resolving_location. Caller asks a question about the offered service → stay in offering_slots; LLM answers via lookups. Caller hangs up → closing.

   Allowed tools

   GetServicesAndPricing, GetAppointmentTypes, EscalateToHuman, TransferCall. NO CheckAvailability (slots already loaded). NO write tools.

   present_slotsphase

   Reading the available times back to the caller.

   flow state

   +1:17.7

   FSM routed to offering slots (present slots). Directive: offering slots present slots inline. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall.

   toolCheckAvailability5675ms · ok

   +1:17.8

   in:{"business_id":"37","appointment_type_id":"50014"}

   out:{"locations":[{"id":"37","name":"ModPod Podiatry - Dee Why"}],"total_slots":3,"location_name":"ModPod Podiatry - Dee Why","practitioners":[{"id":"27","name":"J…

   BOT+1:18.3

   I can do a New Biomechanical appointment for Fri 29 May, 11am with Jake Murphy at Dee Why, or a New Biomechanical appointment for Fri 5 Jun, 9am with Jake Murphy at Dee Why. Which works better?

   FSM internals

   directive: offering_slots / present_slots_inline

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

   raw: offering_slots / present_slots_inline
8. ended· 5.4s later
   STATE 08endedsynthetic

   +1:23.1

   Call ended after 83s · 3 turns · reason: caller_hangup.

Tool calls · 2

{}

[
  {
    "name": "Home Visit Morning",
    "duration_minutes": 30,
    "appointment_type_id": "50011"
  },
  {
    "name": "Strapping 20 mins",
    "duration_minutes": 30,
    "appointment_type_id": "50012"
  },
  {
    "name": "WART",
    "duration_minutes": 30,
    "appointment_type_id": "150010"
  },
  {
    "name": "Initial Tariq Visit",
    "duration_minutes": 30,
    "appointment_type_id": "250046"
  },
  {
    "name": "Repeat Tariq Visit",
    "duration_minutes": 30,
    "appointment_type_id": "250047"
  },
  {
    "name": "Comcare - WC Initial Consult",
    "duration_minutes": 30,
    "appointment_type_id": "250050"
  },
  {
    "name": "Comcare - WC Standard ",
    "duration_minutes": 30,
    "appointment_type_id": "250051"
  },
  {
    "name": "Sports Podiatry Follow Up",
    "duration_minutes": 30,
    "appointment_type_id": "250052"
  },
  {
    "name": "K Laser 20min",
    "duration_minutes": 20,
    "appointment_type_id": "250055"
  },
  {
    "name": "Collection and KLaser",
    "duration_minutes": 30,
    "appointment_type_id": "250056"
  },
  {
    "name": "Orthotic Assessment",
    "duration_minutes": 0,
    "appointment_type_id": "250057"
  },
  {
    "name": "Orth Assessment Existing",
    "duration_minutes": 40,
    "appointment_type_id": "250058"
  },
  {
    "name": "K Laser/Strapping",
    "duration_minutes": 20,
    "appointment_type_id": "250060"
  },
  {
    "name": "4 Week Orthotic Review",
    "duration_minutes": 0,
    "appointment_type_id": "250054"
  },
  {
    "name": "K Laser 10min",
    "duration_minutes": 10,
    "appointment_type_id": "250059"
  },
  {
    "name": "General 30 mins",
    "duration_minutes": 30,
    "appointment_type_id": "1000"
  },
  {
    "name": "New Podiatry Comprehensive",
    "duration_minutes": 30,
    "appointment_type_id": "1001"
  },
  {
    "name": "Biomechanical Existing Pt",
    "duration_minutes": 40,
    "appointment_type_id": "50002"
  },
  {
    "name": "General 20mins",
    "duration_minutes": 20,
    "appointment_type_id": "50003"
  },
  {
    "name": "Collection Appt ",
    "duration_minutes": 20,
    "appointment_type_id": "50004"
  },
  {
    "name": "Orth 6 week check",
    "duration_minutes": 20,
    "appointment_type_id": "50005"
  },
  {
    "name": "Free Laser Assessment",
    "duration_minutes": 30,
    "appointment_type_id": "50006"
  },
  {
    "name": "Bio 12 mnth Comprehensive",
    "duration_minutes": 30,
    "appointment_type_id": "50007"
  },
  {
    "name": "Nail Surgery 1 Toe",
    "duration_minutes": 60,
    "appointment_type_id": "50009"
  },
  {
    "name": "Nail Surgery 2 Toes",
    "duration_minutes": 50,
    "appointment_type_id": "50010"
  },
  {
    "name": "New Biomechanical",
    "duration_minutes": 40,
    "appointment_type_id": "50014"
  },
  {
    "name": "Re-dressing",
    "duration_minutes": 30,
    "appointment_type_id": "50015"
  },
  {
    "name": "Diabetic Assessment",
    "duration_minutes": 30,
    "appointment_type_id": "50016"
  },
  {
    "name": "Bio 6 Month Check",
    "duration_minutes": 30,
    "appointment_type_id": "50017"
  },
  {
    "name": "Initial Laser 1 Foot",
    "duration_minutes": 30,
    "appointment_type_id": "50019"
  },
  {
    "name": " Hot Laser follow up",
    "duration_minutes": 30,
    "appointment_type_id": "50020"
  },
  {
    "name": "Shock Wave",
    "duration_minutes": 30,
    "appointment_type_id": "50021"
  },
  {
    "name": "DVA Foot Health Check",
    "duration_minutes": 30,
    "appointment_type_id": "50023"
  },
  {
    "name": "Cold Laser",
    "duration_minutes": 20,
    "appointment_type_id": "50025"
  },
  {
    "name": "Intial Laser 2 Feet",
    "duration_minutes": 30,
    "appointment_type_id": "50026"
  },
  {
    "name": "Free Bio",
    "duration_minutes": 30,
    "appointment_type_id": "250025"
  },
  {
    "name": "3 Month Orthotic Review",
    "duration_minutes": 20,
    "appointment_type_id": "250053"
  },
  {
    "name": "Home Visit Afternoon",
    "duration_minutes": 30,
    "appointment_type_id": "250061"
  }
]

{
  "business_id": "37",
  "appointment_type_id": "50014"
}

{
  "locations": [
    {
      "id": "37",
      "name": "ModPod Podiatry - Dee Why"
    }
  ],
  "total_slots": 3,
  "location_name": "ModPod Podiatry - Dee Why",
  "practitioners": [
    {
      "id": "27",
      "name": "Jake Murphy"
    },
    {
      "id": "16",
      "name": "Will Zalloua"
    }
  ],
  "available_slots": [
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-05-29T11:00:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Fri 29 May, 11am [2026-05-29T11:00:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-06-05T09:00:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Fri 5 Jun, 9am [2026-06-05T09:00:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "16",
      "duration_minutes": 40,
      "appointment_start": "2026-06-06T10:30:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Sat 6 Jun, 10:30am [2026-06-06T10:30:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Jake Murphy",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}

Call Notes

FSM Final State