CA70b2d48238feb5d3ce17b128971f8bc2

Call recording · 41s

State Flow · 6 states · 9 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:

   81f0bbd1-70b6-4bbb-91a5-4ba1b9a6cd87

2. greeting· 4.0s 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

   +0:03.7

   Prefetched the caller’s record in 3.7s. 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. cancelling· 12.2s later
   STATE 03cancelling/ confirm_cancel

   cancelling

   Caller is cancelling an existing booking. task.kind === cancel. Covers confirm_cancel (asking caller to confirm) and commit (firing CancelAppt). Distinct lane so cancellation directives — which are stricter than booking discovery — surface as their own state.

   Enters when

   task.kind === cancel (caller used explicit cancel terms, or confirmed cancellation of a loaded current booking). Promoted from booking_discovery automatically.

   Exits when

   CancelAppt succeeds → closing or post_booking_closing. Caller pivots to reschedule → rescheduling. Caller backs out → booking_discovery.

   Allowed tools

   confirm_cancel phase has no tools (gathering yes/no). commit phase opens CancelAppt / CancelAppointments / EscalateToHuman.

   confirm_cancelphase

   Explicit confirm before a cancellation write fires.

   flow state

   +0:15.9

   FSM routed to cancelling (confirm cancel). Because cancel request high — said cancel-related words. Agent ran confirm current booking cancellation. No tools unlocked yet (still gathering info).

   USER+0:15.6

   Hi. I have an upcoming appointment which I need to cancel.

   BOT+0:16.1immediate_ack

   I'll check that now.

   BOT+0:16.5

   Just to confirm, that's Thu 28 May at 4pm with Carissa Lee. Should I go ahead and cancel that?

   FSM internals

   trigger: cancel_request/high · evidence=cancel_terms · context=unknown

   directive: single_current_booking_cancellation_requested

   action: confirm_current_booking_cancellation

   allowed tools: none (still gathering)

   raw: single_current_booking_cancellation_requested
4. cancelling· 8.7s later
   STATE 04cancelling/ commit

   cancelling

   Caller is cancelling an existing booking. task.kind === cancel. Covers confirm_cancel (asking caller to confirm) and commit (firing CancelAppt). Distinct lane so cancellation directives — which are stricter than booking discovery — surface as their own state.

   Enters when

   task.kind === cancel (caller used explicit cancel terms, or confirmed cancellation of a loaded current booking). Promoted from booking_discovery automatically.

   Exits when

   CancelAppt succeeds → closing or post_booking_closing. Caller pivots to reschedule → rescheduling. Caller backs out → booking_discovery.

   Allowed tools

   confirm_cancel phase has no tools (gathering yes/no). commit phase opens CancelAppt / CancelAppointments / EscalateToHuman.

   commitphase

   Booking write in flight (CreateAppointment / RescheduleAppointment / etc).

   flow state

   +0:24.7

   FSM routed to cancelling (commit). Because no specific rule matched the caller’s last turn — no FSM rule matched. Agent ran cancel confirmed current booking. No tools unlocked yet (still gathering info).

   USER+0:24.4

   Yes, please.

   BOT+0:24.8immediate_ack

   Mm-hmm.

   toolCancelAppt1957ms · ok

   +0:26.7

   in:{"appointment_id":"6411399"}

   out:{"message":"Appointment cancelled successfully. Cancellation SMS sent.","success":true,"appointment_id":"6411399"}

   BOT+0:27.0

   That's been cancelled for you. I've sent a cancellation confirmation to your phone. Is there anything else I can help with?

   BOT+0:34.9immediate_ack

   Okay.

   FSM internals

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

   directive: current_booking_cancellation_confirmed

   action: cancel_confirmed_current_booking

   allowed tools: none (still gathering)

   raw: current_booking_cancellation_confirmed
5. closing· 11.8s 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

   +0:36.5

   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+0:34.4

   All good. Thank you.

   BOT+0:36.8

   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· 7.7s later
   STATE 06endedsynthetic

   +0:44.1

   Call ended after 44s · 3 turns · reason: caller_hangup.

Tool calls · 1

{
  "appointment_id": "6411399"
}

{
  "message": "Appointment cancelled successfully. Cancellation SMS sent.",
  "success": true,
  "appointment_id": "6411399"
}

Call Notes

FSM Final State