CAbe844ca14c2bc0ccccf51f69d7dfd955

Call recording · 98s

State Flow · 5 states · 15 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:

   7ffecb54-b3d4-47bf-b0f4-9eaa0dab2123

2. greeting· 3.9s 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. booking discovery· 12.4s 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

   +0:16.1

   FSM routed to booking discovery (elicit service). Because booking request medium — said booking-related words. Agent asked the caller what their visit is about. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.

   USER+0:15.8

   I would like to make an appointment, please.

   BOT+0:16.4

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

   USER+0:25.0

   I have a really soft foot in about three weeks.

   BOT+0:25.4immediate_ack

   Mm-hmm.

   BOT+0:27.5

   I'm sorry to hear that. You've come to exactly the right place; we treat foot concerns every day. Just to clarify—when you say a soft foot, do you mean the sole feels tender or is there swelling, or something else?

   USER+0:44.5

   Oh, I mean, that is sore. So, um, yeah. But no smelling.

   BOT+0:45.0immediate_ack

   Okay.

   BOT+0:46.8

   I understand—so the sole of your foot is sore, and that's been going on for about three weeks. Which area are you in, so I can find you the most convenient clinic?

   USER+0:58.1

   Mosman.

   BOT+0:58.6immediate_ack

   I'll check that now.

   BOT+1:05.1tool_lead_in

   Let me find you some available slots at Mosman.

   toolCheckAvailability3522ms · ok

   +1:08.8

   in:{"date_from":"2026-05-28","business_id":"36"}

   out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":2,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"22","name":"Ali…

   BOT+1:09.1

   Let me find you some available slots at Mosman.

   BOT+1:09.1

   I can do an Initial Laser 1 Foot appointment for Thu 28 May, 4:30pm with Alison Pasut at Mossmen, or an Initial Laser 1 Foot appointment for Thu 28 May, 5pm with Alison Pasut at Mossmen. Which works better?

   FSM internals

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

   directive: visit_reason_required

   action: ask_visit_reason

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

   raw: visit_reason_required
4. awaiting final confirmation· 1m 12s later
   STATE 04awaiting final confirmation

   awaiting_final_confirmationinside appointment_setting

   Final slot has been read back to the caller. Waiting for an explicit yes/no before committing the write.

   Enters when

   Caller picked a slot from offering_slots.

   Exits when

   Caller confirms → CreateAppointment fires, → post_booking_closing. Caller declines → offering_slots (re-pick) or resolving_service (re-discover).

   Allowed tools

   No tools allowed. Agent must wait for a verbal yes/no.

   flow state

   +1:28.5

   FSM routed to awaiting final confirmation. Because slot choice high — two slot choice prompt,slot choice terms. Agent ran final slot confirmation. No tools unlocked yet (still gathering info).

   USER+1:28.4

   What's a laser one foot appointment?

   BOT+1:28.8

   Just to clarify, which one did you want: Thu 28 May, 4:30pm, or Thu 28 May, 5pm?

   FSM internals

   trigger: slot_choice/high · evidence=two_slot_choice_prompt,slot_choice_terms · context=two_slot_choice

   directive: two_slot_choice_selected

   action: final_slot_confirmation

   allowed tools: none (still gathering)

   raw: two_slot_choice_selected
5. ended· 6.9s later
   STATE 05endedsynthetic

   +1:35.4

   Call ended after 96s · 5 turns · reason: caller_hangup.

Tool calls · 1

{
  "date_from": "2026-05-28",
  "business_id": "36"
}

{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 2,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "22",
      "name": "Alison Pasut"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-05-28T16:30:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 28 May, 4:30pm [2026-05-28T16:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-05-28T17:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 28 May, 5pm [2026-05-28T17:00:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Alison Pasut",
  "has_multiple_locations": false,
  "has_multiple_practitioners": false
}

Call Notes

FSM Final State