CA6ccec83eff6d6ea65221f4e65266071b

Call recording · 38s

State Flow · 4 states · 2 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:

   075154e3-db47-422a-a059-c55e279fb902

2. greeting· 3.8s 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

   +0:03.5

   Prefetched the caller’s record in 3.5s. 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. answering query· 12.9s later
   STATE 03answering query/ load_existing_bookings

   answering_query

   Read-only flow where the caller asked about their existing bookings ("what do I have coming up?") or pricing. task.kind === query. Bookings are prefetched at init so this state ANSWERS from session data rather than re-loading.

   Enters when

   task.kind === query (caller asked about upcoming appointments, pricing, or returned-call intent needs clarifying). Promoted from booking_discovery automatically.

   Exits when

   Caller picks an action → booking_discovery / rescheduling / cancelling. Caller closes → closing.

   Allowed tools

   GetCurrentlyBookedAppts (for refresh edge cases only — data is pre-loaded), GetPatientDetails, EscalateToHuman, TransferCall. No write tools, no CheckAvailability.

   load_existing_bookingsphase

   Fetch the caller’s current/upcoming bookings so we can act on the right one.

   flow state

   +0:16.4

   FSM routed to answering query (load existing bookings). Because booking request medium — said booking-related words. Directive: appointment status lookup. Tools available: GetCurrentlyBookedAppts, EscalateToHuman.

   USER+0:16.1

   Can I book an appointment, please? Or wait. Do I have an appointment already?

   BOT+0:16.6immediate_ack

   I can help with that.

   toolGetCurrentlyBookedAppts543ms · ok

   +0:46.3

   in:{"patient_id":"896058"}

   out:{"total":0,"instruction":"For a caller-confirmed request to cancel this appointment, call CancelAppt with appointment_id.","appointments":[]}

   ⚠ FSM STALLED after this tool

   State before tool: answering_query / load_existing_bookings

   After tool returned: 2.1s of silence

   Then: Call ended (duration=49s, turns=1, source=websocket_close) — no further activity

   No common pattern for (answering_query, GetCurrentlyBookedAppts). Inspect voice-booking-flow.ts for any rule referencing this tool.

   FSM internals

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

   directive: appointment_status_lookup

   allowed tools: GetCurrentlyBookedAppts, EscalateToHuman

   raw: appointment_status_lookup
4. ended· 32.6s later
   STATE 04endedsynthetic

   +0:49.0

   Call ended after 49s · 1 turn · reason: caller_hangup.

Tool calls · 1

{
  "patient_id": "896058"
}

{
  "total": 0,
  "instruction": "For a caller-confirmed request to cancel this appointment, call CancelAppt with appointment_id.",
  "appointments": []
}

Call Notes

FSM Final State