CAdc3963777cb246e0a34444ed4d8b6cd1

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 27/05/2026, 6:47:07 pm · Duration 87s · Turns 6 · Outcome aborted · End caller_hangup

Call recording · 90s

recording_sid: RE9aecd6e1c74e8377e0a13ec6ea3e2575

›Full Transcript · 18 messages

USER+0:15.6

Can I book the call, please, uh, an appointment?

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?

USER+0:26.5

I got a big pain in my... the ball of my foot.

BOT+0:27.0immediate_ack

Mm-hmm.

BOT+0:28.9

I'm sorry to hear that. You've come to exactly the right place; we treat that every day. Just to narrow it down—is this a new pain, or have you had it for a while?

USER+0:41.0

Hello for while.

BOT+0:41.5immediate_ack

Okay.

BOT+0:45.6

How long roughly — weeks, months, a bit longer?

USER+0:51.5

months.

BOT+0:51.9immediate_ack

Right.

BOT+0:59.6

A few months of that pain in the ball of your foot — the podiatrist will get to the bottom of it. Which of our clinics suits you best: Sydney, Mosman, Dee Why, Rose Bay, or North Ryde?

USER+1:10.8

Sydney.

BOT+1:11.3immediate_ack

Got you.

BOT+1:16.6tool_lead_in

Let me check what's available at Sydney for you, Daniel.

BOT+1:25.6

Let me check what's available at Sydney for you, Daniel.

BOT+1:25.6

I've got Monday the first of June at eight AM, or eleven twenty AM, both with Will Zalloua at our Sydney clinic. Which works better for you?

USER+1:25.7

Alright.

BOT+1:26.0

Just to clarify, which one did you want: Mon 1 Jun, 8am, or Mon 1 Jun, 11:20am?

State Flow · 6 states · 18 utterances

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:
e9ca6868-4a60-4b72-a0b2-229597eecbea
greeting· 5.0s 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
+0:04.7
Prefetched the caller’s record in 4.7s. 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
booking discovery· 11.2s 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
+0:15.9
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+0:15.6
Can I book the call, please, uh, an appointment?
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
booking discovery· 10.6s 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
+0:26.5
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+0:26.5
I got a big pain in my... the ball of my foot.
BOT+0:27.0immediate_ack
Mm-hmm.
BOT+0:28.9
I'm sorry to hear that. You've come to exactly the right place; we treat that every day. Just to narrow it down—is this a new pain, or have you had it for a while?
USER+0:41.0
Hello for while.
BOT+0:41.5immediate_ack
Okay.
BOT+0:45.6
How long roughly — weeks, months, a bit longer?
USER+0:51.5
months.
BOT+0:51.9immediate_ack
Right.
BOT+0:59.6
A few months of that pain in the ball of your foot — the podiatrist will get to the bottom of it. Which of our clinics suits you best: Sydney, Mosman, Dee Why, Rose Bay, or North Ryde?
USER+1:10.8
Sydney.
BOT+1:11.3immediate_ack
Got you.
BOT+1:16.6tool_lead_in
Let me check what's available at Sydney for you, Daniel.
toolCheckAvailability2892ms · ok
+1:19.8
in:{"business_id":"42","appointment_type_id":"50014"}
out:{"locations":[{"id":"42","name":"ModPod Podiatry - Sydney"}],"total_slots":3,"location_name":"ModPod Podiatry - Sydney","practitioners":[{"id":"16","name":"Wil…
BOT+1:25.6
Let me check what's available at Sydney for you, Daniel.
BOT+1:25.6
I've got Monday the first of June at eight AM, or eleven twenty AM, both with Will Zalloua at our Sydney clinic. Which works better for you?
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
booking discovery· 59.2s later
STATE 05booking 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
+1:25.7
FSM routed to booking discovery. Because ambiguous medium — unresolved two slot reply. Agent ran clarify two slot choice. No tools unlocked yet (still gathering info).
USER+1:25.7
Alright.
BOT+1:26.0
Just to clarify, which one did you want: Mon 1 Jun, 8am, or Mon 1 Jun, 11:20am?
FSM internals
trigger: ambiguous/medium · evidence=unresolved_two_slot_reply · context=two_slot_choice
directive: unclear_two_slot_choice_reply
action: clarify_two_slot_choice
allowed tools: none (still gathering)
raw: unclear_two_slot_choice_reply
ended· 1.3s later
STATE 06endedsynthetic
+1:27.0
Call ended after 87s · 6 turns · reason: caller_hangup.

Tool calls · 1

CheckAvailability 2892ms · ok

input

{
  "business_id": "42",
  "appointment_type_id": "50014"
}

output

{
  "locations": [
    {
      "id": "42",
      "name": "ModPod Podiatry - Sydney"
    }
  ],
  "total_slots": 3,
  "location_name": "ModPod Podiatry - Sydney",
  "practitioners": [
    {
      "id": "16",
      "name": "Will Zalloua"
    }
  ],
  "available_slots": [
    {
      "business_id": "42",
      "business_name": "ModPod Podiatry - Sydney",
      "practitioner_id": "16",
      "duration_minutes": 40,
      "appointment_start": "2026-06-01T08:00:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Mon 1 Jun, 8am [2026-06-01T08:00:00]"
    },
    {
      "business_id": "42",
      "business_name": "ModPod Podiatry - Sydney",
      "practitioner_id": "16",
      "duration_minutes": 40,
      "appointment_start": "2026-06-01T09:30:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Mon 1 Jun, 9:30am [2026-06-01T09:30:00]"
    },
    {
      "business_id": "42",
      "business_name": "ModPod Podiatry - Sydney",
      "practitioner_id": "16",
      "duration_minutes": 40,
      "appointment_start": "2026-06-01T11:20:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Mon 1 Jun, 11:20am [2026-06-01T11:20:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Will Zalloua",
  "has_multiple_locations": false,
  "has_multiple_practitioners": false
}

Call Notes

No call notes captured for this call.

FSM Final State

status

active

Click a state to jump to its detail card above. Red border = FSM stalled at a tool inside that state.

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