CAb9a3e14f0791fe059e8a2dc69a3c284f

Call recording · 59s

State Flow · 5 states · 11 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:

   403678e3-a169-457d-9d4d-7932b6fcb0eb

2. greeting· 4.4s 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

   +0:04.1

   Prefetched the caller’s record in 4.1s. 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 discovery· 11.8s later
   STATE 03booking discovery/ elicit_service

   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.

   elicit_servicephase

   Determine which service / appointment type the caller wants.

   flow state

   +0:16.0

   FSM routed to booking discovery (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+0:15.7

   I would like to book an appointment, please.

   BOT+0:16.3

   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. booking discovery· 7.2s 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

   +0:23.2

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

   USER+0:23.1

   I need to get a new pair of orthotics.

   BOT+0:23.6immediate_ack

   Mm-hmm.

   BOT+0:25.0

   Which area are you in — Dee Why, Mosman, North Ryde, Rose Bay, or Sydney CBD?

   USER+0:33.8

   D y

   BOT+0:34.5immediate_ack

   Okay.

   BOT+0:35.2

   Rose Bay or Sydney CBD?

   USER+0:41.3

   No. Deewhy.

   BOT+0:41.7immediate_ack

   Right.

   BOT+0:43.1

   I'll get you sorted with an orthotic assessment at Dee Why. Let me check our availability for you. TOOL_NEEDED

   FSM internals

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

   directive: booking_discovery

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

   raw: booking_discovery
5. ended· 33.9s later
   STATE 05endedsynthetic

   +0:57.1

   Call ended after 57s · 4 turns · reason: caller_hangup.

Tool calls · 0

Call Notes

FSM Final State