CAf63da2b7ebaca9dcd30255449af7610c

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 28/05/2026, 9:00:26 am · Duration 90s · Turns 6 · Outcome cancelled · End caller_hangup

Call recording · 90s

recording_sid: RE5f21b0bd01a0e055b40880894ffc5073

›Full Transcript · 17 messages

USER+0:13.7

Can I please book an appointment

BOT+0:14.4

I can see you already have Wed 3 Jun at 2:50pm with Trent Baker. Did you want to book another appointment, or change that one?

USER+0:24.0

Oh, I was wondering if I could reschedule.

BOT+0:24.5immediate_ack

I'll check that now.

BOT+0:25.8

When would work better for you?

USER+0:32.4

I'm hoping to get one for later next week.

BOT+0:32.8immediate_ack

One moment.

BOT+0:39.2tool_lead_in

Let me check what's available.

BOT+0:50.3

I can do a New Biomechanical appointment for Tue 9 Jun, 5:10pm with Will Zalloua at Mossmen, or a New Biomechanical appointment for Wed 10 Jun, 4:30pm with Trent Baker at Mossmen. Which works better?

USER+1:05.9

Can you cancel, actually?

BOT+1:06.3immediate_ack

Just a sec.

BOT+1:06.7

Just to confirm, that's Wed 3 Jun at 2:50pm with Trent Baker. Should I go ahead and cancel that?

USER+1:14.5

Yes.

BOT+1:15.0immediate_ack

Great, I'll do that now.

BOT+1:17.1

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

USER+1:24.8

That's all good. Thank you.

BOT+1:25.1

No worries, have a great day.

State Flow · 9 states · 17 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:
17104630-0354-4f2e-a622-1a1b915f2c23
greeting· 5.5s 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
+0:05.3
Prefetched the caller’s record in 5.3s. 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· 8.8s later
STATE 03booking discovery/ confirm_intent
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.
confirm_intentphase
Confirm we understood what the caller wants before doing anything destructive.
flow state
+0:14.1
FSM routed to booking discovery (confirm intent). Because booking request medium — said booking-related words. Agent ran clarify existing booking intent. No tools unlocked yet (still gathering info).
USER+0:13.7
Can I please book an appointment
BOT+0:14.4
I can see you already have Wed 3 Jun at 2:50pm with Trent Baker. Did you want to book another appointment, or change that one?
FSM internals
trigger: booking_request/medium · evidence=booking_terms · context=unknown
directive: existing_booking_new_booking_intent_unclear
action: clarify_existing_booking_intent
allowed tools: none (still gathering)
raw: existing_booking_new_booking_intent_unclear
booking discovery· 10.3s later
STATE 04booking discovery/ elicit_time_window
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_time_windowphase
Determine the caller’s preferred date/time window.
flow state
+0:24.4
FSM routed to booking discovery (elicit time window). Because reschedule request high — said reschedule-related words. Directive: reschedule. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:24.0
Oh, I was wondering if I could reschedule.
BOT+0:24.5immediate_ack
I'll check that now.
BOT+0:25.8
When would work better for you?
USER+0:32.4
I'm hoping to get one for later next week.
BOT+0:32.8immediate_ack
One moment.
BOT+0:39.2tool_lead_in
Let me check what's available.
toolCheckAvailability0ms · returned_error
+0:40.1
in:{"date_to":"2026-06-12","date_from":"2026-06-08","business_id":"36","appointment_type_id":"50014"}
out:{"error":"Service catalogue not yet read. Call GetServicesAndPricing first so the appointment_type_id you pass to CheckAvailability is grounded in this clinic'…
⚠ tool error: Service catalogue not yet read. Call GetServicesAndPricing first so the appointment_type_id you pass to CheckAvailability is grounded in this clinic's actual services — do not pass an appointment_type_id you have not seen returned from a lookup tool in this conversation.
toolGetAppointmentTypes448ms · ok
+0:43.4
in:{}
out:[{"name":"Home Visit Morning","duration_minutes":30,"appointment_type_id":"50011"},{"name":"Strapping 20 mins","duration_minutes":30,"appointment_type_id":"500…
FSM internals
trigger: reschedule_request/high · evidence=reschedule_terms · context=unknown
directive: reschedule
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: reschedule
offering slots· 25.5s later
STATE 05offering slots/ present_slots
offering_slotsinside appointment_setting
CheckAvailability returned candidate slots and the agent has read them back. The caller has not yet picked one or confirmed. Tools restricted to lookups so the agent can answer questions about the offered service without re-calling CheckAvailability or writing.
Enters when
Prior assistant turn offered two concrete slots AND session has fresh candidate_slots AND the caller has NOT yet picked one or confirmed.
Exits when
Caller picks a slot → awaiting_final_confirmation. Caller asks for different times/service → resolving_service / resolving_location. Caller asks a question about the offered service → stay in offering_slots; LLM answers via lookups. Caller hangs up → closing.
Allowed tools
GetServicesAndPricing, GetAppointmentTypes, EscalateToHuman, TransferCall. NO CheckAvailability (slots already loaded). NO write tools.
present_slotsphase
Reading the available times back to the caller.
flow state
+0:49.9
FSM routed to offering slots (present slots). Directive: offering slots present slots inline. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall.
toolCheckAvailability3349ms · ok
+0:50.0
in:{"date_to":"2026-06-12","date_from":"2026-06-08","business_id":"36","appointment_type_id":"50014"}
out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":10,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"16","name":"Wi…
BOT+0:50.3
I can do a New Biomechanical appointment for Tue 9 Jun, 5:10pm with Will Zalloua at Mossmen, or a New Biomechanical appointment for Wed 10 Jun, 4:30pm with Trent Baker at Mossmen. Which works better?
FSM internals
directive: offering_slots / present_slots_inline
allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall
raw: offering_slots / present_slots_inline
booking discovery· 16.2s later
STATE 06booking discovery/ confirm_cancel
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.
confirm_cancelphase
Explicit confirm before a cancellation write fires.
flow state
+1:06.2
FSM routed to booking discovery (confirm cancel). Because cancel request high — said cancel-related words. Agent ran confirm current booking cancellation. No tools unlocked yet (still gathering info).
USER+1:05.9
Can you cancel, actually?
BOT+1:06.3immediate_ack
Just a sec.
BOT+1:06.7
Just to confirm, that's Wed 3 Jun at 2:50pm with Trent Baker. Should I go ahead and cancel that?
FSM internals
trigger: cancel_request/high · evidence=cancel_terms · context=two_slot_choice
directive: single_current_booking_cancellation_requested
action: confirm_current_booking_cancellation
allowed tools: none (still gathering)
raw: single_current_booking_cancellation_requested
booking discovery· 8.6s later
STATE 07booking discovery/ commit
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.
commitphase
Booking write in flight (CreateAppointment / RescheduleAppointment / etc).
flow state
+1:14.8
FSM routed to booking discovery (commit). Because confirmation high — final confirmation prompt. Agent ran cancel confirmed current booking. No tools unlocked yet (still gathering info).
USER+1:14.5
Yes.
BOT+1:15.0immediate_ack
Great, I'll do that now.
toolCancelAppt2040ms · ok
+1:16.9
in:{"appointment_id":"6409752"}
out:{"message":"Appointment cancelled successfully. Cancellation SMS sent.","success":true,"appointment_id":"6409752"}
BOT+1:17.1
That's been cancelled for you. I've sent a cancellation confirmation to your phone. Is there anything else I can help with?
FSM internals
trigger: confirmation/high · evidence=final_confirmation_prompt · context=final_confirmation
directive: current_booking_cancellation_confirmed
action: cancel_confirmed_current_booking
allowed tools: none (still gathering)
raw: current_booking_cancellation_confirmed
closing· 10.1s later
STATE 08closing
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
+1:24.9
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+1:24.8
That's all good. Thank you.
BOT+1:25.1
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
ended· 4.9s later
STATE 09endedsynthetic
+1:29.8
Call ended after 90s · 6 turns · reason: caller_hangup.

Tool calls · 4

CheckAvailability 0ms · returned_error

input

{
  "date_to": "2026-06-12",
  "date_from": "2026-06-08",
  "business_id": "36",
  "appointment_type_id": "50014"
}

output

{
  "error": "Service catalogue not yet read. Call GetServicesAndPricing first so the appointment_type_id you pass to CheckAvailability is grounded in this clinic's actual services — do not pass an appointment_type_id you have not seen returned from a lookup tool in this conversation.",
  "missing": "services_discovered",
  "requires_service_resolution": true
}

error: Service catalogue not yet read. Call GetServicesAndPricing first so the appointment_type_id you pass to CheckAvailability is grounded in this clinic's actual services — do not pass an appointment_type_id you have not seen returned from a lookup tool in this conversation.

GetAppointmentTypes 448ms · ok

input

{}

output

[
  {
    "name": "Home Visit Morning",
    "duration_minutes": 30,
    "appointment_type_id": "50011"
  },
  {
    "name": "Strapping 20 mins",
    "duration_minutes": 30,
    "appointment_type_id": "50012"
  },
  {
    "name": "WART",
    "duration_minutes": 30,
    "appointment_type_id": "150010"
  },
  {
    "name": "Initial Tariq Visit",
    "duration_minutes": 30,
    "appointment_type_id": "250046"
  },
  {
    "name": "Repeat Tariq Visit",
    "duration_minutes": 30,
    "appointment_type_id": "250047"
  },
  {
    "name": "Comcare - WC Initial Consult",
    "duration_minutes": 30,
    "appointment_type_id": "250050"
  },
  {
    "name": "Comcare - WC Standard ",
    "duration_minutes": 30,
    "appointment_type_id": "250051"
  },
  {
    "name": "Sports Podiatry Follow Up",
    "duration_minutes": 30,
    "appointment_type_id": "250052"
  },
  {
    "name": "K Laser 20min",
    "duration_minutes": 20,
    "appointment_type_id": "250055"
  },
  {
    "name": "Collection and KLaser",
    "duration_minutes": 30,
    "appointment_type_id": "250056"
  },
  {
    "name": "Orthotic Assessment",
    "duration_minutes": 0,
    "appointment_type_id": "250057"
  },
  {
    "name": "Orth Assessment Existing",
    "duration_minutes": 40,
    "appointment_type_id": "250058"
  },
  {
    "name": "K Laser/Strapping",
    "duration_minutes": 20,
    "appointment_type_id": "250060"
  },
  {
    "name": "4 Week Orthotic Review",
    "duration_minutes": 0,
    "appointment_type_id": "250054"
  },
  {
    "name": "K Laser 10min",
    "duration_minutes": 10,
    "appointment_type_id": "250059"
  },
  {
    "name": "General 30 mins",
    "duration_minutes": 30,
    "appointment_type_id": "1000"
  },
  {
    "name": "New Podiatry Comprehensive",
    "duration_minutes": 30,
    "appointment_type_id": "1001"
  },
  {
    "name": "Biomechanical Existing Pt",
    "duration_minutes": 40,
    "appointment_type_id": "50002"
  },
  {
    "name": "General 20mins",
    "duration_minutes": 20,
    "appointment_type_id": "50003"
  },
  {
    "name": "Collection Appt ",
    "duration_minutes": 20,
    "appointment_type_id": "50004"
  },
  {
    "name": "Orth 6 week check",
    "duration_minutes": 20,
    "appointment_type_id": "50005"
  },
  {
    "name": "Free Laser Assessment",
    "duration_minutes": 30,
    "appointment_type_id": "50006"
  },
  {
    "name": "Bio 12 mnth Comprehensive",
    "duration_minutes": 30,
    "appointment_type_id": "50007"
  },
  {
    "name": "Nail Surgery 1 Toe",
    "duration_minutes": 60,
    "appointment_type_id": "50009"
  },
  {
    "name": "Nail Surgery 2 Toes",
    "duration_minutes": 50,
    "appointment_type_id": "50010"
  },
  {
    "name": "New Biomechanical",
    "duration_minutes": 40,
    "appointment_type_id": "50014"
  },
  {
    "name": "Re-dressing",
    "duration_minutes": 30,
    "appointment_type_id": "50015"
  },
  {
    "name": "Diabetic Assessment",
    "duration_minutes": 30,
    "appointment_type_id": "50016"
  },
  {
    "name": "Bio 6 Month Check",
    "duration_minutes": 30,
    "appointment_type_id": "50017"
  },
  {
    "name": "Initial Laser 1 Foot",
    "duration_minutes": 30,
    "appointment_type_id": "50019"
  },
  {
    "name": " Hot Laser follow up",
    "duration_minutes": 30,
    "appointment_type_id": "50020"
  },
  {
    "name": "Shock Wave",
    "duration_minutes": 30,
    "appointment_type_id": "50021"
  },
  {
    "name": "DVA Foot Health Check",
    "duration_minutes": 30,
    "appointment_type_id": "50023"
  },
  {
    "name": "Cold Laser",
    "duration_minutes": 20,
    "appointment_type_id": "50025"
  },
  {
    "name": "Intial Laser 2 Feet",
    "duration_minutes": 30,
    "appointment_type_id": "50026"
  },
  {
    "name": "Free Bio",
    "duration_minutes": 30,
    "appointment_type_id": "250025"
  },
  {
    "name": "3 Month Orthotic Review",
    "duration_minutes": 20,
    "appointment_type_id": "250053"
  },
  {
    "name": "Home Visit Afternoon",
    "duration_minutes": 30,
    "appointment_type_id": "250061"
  }
]

CheckAvailability 3349ms · ok

input

{
  "date_to": "2026-06-12",
  "date_from": "2026-06-08",
  "business_id": "36",
  "appointment_type_id": "50014"
}

output

{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 10,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "16",
      "name": "Will Zalloua"
    },
    {
      "id": "23",
      "name": "Trent Baker"
    },
    {
      "id": "22",
      "name": "Alison Pasut"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "16",
      "duration_minutes": 50,
      "appointment_start": "2026-06-09T17:10:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Tue 9 Jun, 5:10pm [2026-06-09T17:10:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-10T16:30:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Wed 10 Jun, 4:30pm [2026-06-10T16:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-11T08:40:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 11 Jun, 8:40am [2026-06-11T08:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-11T12:20:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 11 Jun, 12:20pm [2026-06-11T12:20:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-11T14:10:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 11 Jun, 2:10pm [2026-06-11T14:10:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-11T15:20:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 11 Jun, 3:20pm [2026-06-11T15:20:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-11T16:00:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 11 Jun, 4pm [2026-06-11T16:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-06-11T16:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 11 Jun, 4pm [2026-06-11T16:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-11T16:40:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 11 Jun, 4:40pm [2026-06-11T16:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-06-11T16:40:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 11 Jun, 4:40pm [2026-06-11T16:40:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Will Zalloua",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}

CancelAppt 2040ms · ok

input

{
  "appointment_id": "6409752"
}

output

{
  "message": "Appointment cancelled successfully. Cancellation SMS sent.",
  "success": true,
  "appointment_id": "6409752"
}

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.

Connecting…