Edit Scenario - QV CoPilot Admin

{
  "metadata": {
    "title": "Caregiver Scheduling",
    "description": "Customer needs to schedule a caregiver for post-surgery assistance.",
    "version": "1.0"
  },
  "initialState": "INITIAL",
  "states": {
    "INITIAL": {
      "regions": {
        "CUSTOMER_INFO": {
          "visible": true,
          "name": "Sofia Martinez",
          "phone": "(555) 456-7890",
          "email": "smartinez@example.com",
          "accountId": "RT-3901",
          "customerSince": "October 2022",
          "history": [
            {
              "date": "March 22, 2023",
              "description": "KitchenPro 3000 Mixer - $349.99"
            },
            {
              "date": "January 15, 2023",
              "description": "Blender Set - $129.99"
            },
            {
              "date": "November 28, 2022",
              "description": "Cookware Set - $249.99"
            }
          ]
        },
        "SENTIMENT": {
          "visible": true,
          "value": "yellow"
        },
        "SITUATIONAL_AWARENESS": {
          "visible": true,
          "advice": "Customer is calling about scheduling a caregiver. Be attentive to their specific needs and timeline.",
          "suggestedResponse": "Thank you for calling our caregiver services. How may I assist you today?"
        }
      },
      "transitions": {
        "START_CONVERSATION": {
          "triggerType": "DELAY",
          "delay": 2000,
          "target": "AGENT_GREETING"
        }
      }
    },
    "AGENT_GREETING": {
      "regions": {
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "Thank you for calling our caregiver services. How may I assist you today?",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:44 PM"
          }
        }
      },
      "transitions": {
        "AFTER_AGENT_GREETING": {
          "triggerType": "SPEECH_END",
          "target": "CUSTOMER_REQUEST"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "Thank you for calling our caregiver services. How may I assist you today?",
            "speaker": "agent"
          }
        }
      ]
    },
    "CUSTOMER_REQUEST": {
      "regions": {
        "CUSTOMER_MESSAGES": {
          "addMessage": {
            "text": "Hi, I need to schedule a caregiver for my mother who will be having knee surgery next week. She'll need help with daily activities and mobility.",
            "timing": "progressive",
            "speakerId": "customer",
            "timestamp": "02:45 PM"
          }
        },
        "SITUATIONAL_AWARENESS": {
          "advice": "Customer needs post-surgery care assistance. Gather specific details about timing, duration, and special requirements.",
          "suggestedResponse": "I'd be happy to help arrange a caregiver for your mother's post-surgery recovery. To find the right match, could you tell me when the surgery is scheduled and how long she might need assistance?"
        }
      },
      "transitions": {
        "AFTER_CUSTOMER_REQUEST": {
          "triggerType": "SPEECH_END",
          "target": "AI_SUGGESTIONS_1"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "Hi, I need to schedule a caregiver for my mother who will be having knee surgery next week. She'll need help with daily activities and mobility.",
            "speaker": "customer"
          }
        }
      ]
    },
    "AI_SUGGESTIONS_1": {
      "regions": {
        "RESPONSES": {
          "visible": true,
          "options": [
            {
              "id": "gather_details",
              "text": "Gather specific details",
              "category": "primary",
              "content": "I'd be happy to help arrange a caregiver for your mother's post-surgery recovery. To find the right match, could you tell me when the surgery is scheduled and how long she might need assistance?"
            },
            {
              "id": "services_overview",
              "text": "Provide services overview",
              "category": "information",
              "content": "I understand your mother will need post-surgery care. Our caregivers are trained in post-operative support, including mobility assistance, medication reminders, light housekeeping, and personal care. Could you share more details about her specific needs so I can match her with the right caregiver?"
            },
            {
              "id": "timeline_focus",
              "text": "Focus on timeline",
              "category": "information",
              "content": "I can certainly help with arranging post-surgery care. Since her surgery is next week, we should prioritize scheduling. What day is the surgery, and when would she need the caregiver to start? Also, do you have an idea of how many hours per day she might need assistance?"
            }
          ]
        }
      },
      "transitions": {
        "SELECT_RESPONSE": {
          "triggerType": "USER_ACTION",
          "target": "AGENT_GATHER_DETAILS"
        },
        "AUTO_SELECT": {
          "triggerType": "DELAY",
          "delay": 3000,
          "target": "AGENT_GATHER_DETAILS",
          "actions": [
            {
              "type": "SELECT_RESPONSE",
              "params": { "id": "gather_details" }
            }
          ]
        }
      }
    },
    "AGENT_GATHER_DETAILS": {
      "regions": {
        "RESPONSES": {
          "selectedId": "gather_details"
        },
        "EXPANDED_RESPONSE": {
          "visible": true,
          "responseId": "gather_details",
          "content": "I'd be happy to help arrange a caregiver for your mother's post-surgery recovery. To find the right match, could you tell me when the surgery is scheduled and how long she might need assistance?"
        },
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "I'd be happy to help arrange a caregiver for your mother's post-surgery recovery. To find the right match, could you tell me when the surgery is scheduled and how long she might need assistance?",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:46 PM"
          }
        }
      },
      "transitions": {
        "AFTER_AGENT_QUESTION": {
          "triggerType": "SPEECH_END",
          "target": "CUSTOMER_DETAILS"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "I'd be happy to help arrange a caregiver for your mother's post-surgery recovery. To find the right match, could you tell me when the surgery is scheduled and how long she might need assistance?",
            "speaker": "agent"
          }
        }
      ]
    },
    "CUSTOMER_DETAILS": {
      "regions": {
        "CUSTOMER_MESSAGES": {
          "addMessage": {
            "text": "The surgery is scheduled for next Tuesday, and she'll likely need help for about 2-3 weeks afterward. We're thinking maybe 4 hours a day to help with breakfast, lunch, and some light housekeeping. She particularly needs someone experienced with mobility assistance.",
            "timing": "progressive",
            "speakerId": "customer",
            "timestamp": "02:47 PM"
          }
        },
        "SENTIMENT": {
          "value": "yellow"
        },
        "SITUATIONAL_AWARENESS": {
          "advice": "Customer has provided clear details about needs and timing. Recommend a specific caregiver who specializes in post-surgery mobility assistance.",
          "suggestedResponse": "Thank you for those details. Based on your mother's needs, I think Sarah Mitchell would be an excellent match. She specializes in post-surgery care and mobility assistance. She's available starting next Wednesday, the day after the surgery. Would you like to schedule her for the 4-hour daily visits?"
        }
      },
      "transitions": {
        "AFTER_CUSTOMER_DETAILS": {
          "triggerType": "SPEECH_END",
          "target": "AI_SUGGESTIONS_2"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "The surgery is scheduled for next Tuesday, and she'll likely need help for about 2-3 weeks afterward. We're thinking maybe 4 hours a day to help with breakfast, lunch, and some light housekeeping. She particularly needs someone experienced with mobility assistance.",
            "speaker": "customer"
          }
        }
      ]
    },
    "AI_SUGGESTIONS_2": {
      "regions": {
        "RESPONSES": {
          "visible": true,
          "options": [
            {
              "id": "recommend_sarah",
              "text": "Recommend Sarah Mitchell",
              "category": "primary",
              "content": "Thank you for those details. Based on your mother's needs, I think Sarah Mitchell would be an excellent match. She specializes in post-surgery care and mobility assistance. She's available starting next Wednesday, the day after the surgery. Would you like to schedule her for the 4-hour daily visits?"
            },
            {
              "id": "multiple_options",
              "text": "Provide multiple caregiver options",
              "category": "information",
              "content": "Thank you for the information. We have several caregivers who specialize in post-surgery support and mobility assistance. I can offer you three options: Sarah Mitchell is available starting Wednesday, James Wilson could start Thursday, or Maria Garcia has availability from Friday. All have extensive experience with knee surgery recovery. Do you have a preference?"
            },
            {
              "id": "availability_check",
              "text": "Check exact availability",
              "category": "information",
              "content": "I understand what you're looking for. Let me check our exact availability for next week for caregivers with mobility assistance experience. What time of day would you prefer the 4-hour visits to take place? Morning, afternoon, or evening?"
            },
            {
              "id": "upsell_package",
              "text": "Suggest premium recovery package",
              "category": "upsell",
              "content": "Based on your mother's needs, I'd recommend our Premium Recovery Package. It includes a specialized caregiver with post-surgical training, a physical therapy consultation, and a home safety assessment - all important for knee surgery recovery. It's just $50 more per week than our standard service, but offers comprehensive support. Would you like to hear more about this option?"
            }
          ]
        }
      },
      "transitions": {
        "SELECT_RESPONSE": {
          "triggerType": "USER_ACTION",
          "target": "AGENT_RECOMMEND_SARAH"
        },
        "AUTO_SELECT": {
          "triggerType": "DELAY",
          "delay": 3000,
          "target": "AGENT_RECOMMEND_SARAH",
          "actions": [
            {
              "type": "SELECT_RESPONSE",
              "params": { "id": "recommend_sarah" }
            }
          ]
        }
      }
    },
    "AGENT_RECOMMEND_SARAH": {
      "regions": {
        "RESPONSES": {
          "selectedId": "recommend_sarah"
        },
        "EXPANDED_RESPONSE": {
          "visible": true,
          "responseId": "recommend_sarah",
          "content": "Thank you for those details. Based on your mother's needs, I think Sarah Mitchell would be an excellent match. She specializes in post-surgery care and mobility assistance. She's available starting next Wednesday, the day after the surgery. Would you like to schedule her for the 4-hour daily visits?"
        },
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "Thank you for those details. Based on your mother's needs, I think Sarah Mitchell would be an excellent match. She specializes in post-surgery care and mobility assistance. She's available starting next Wednesday, the day after the surgery. Would you like to schedule her for the 4-hour daily visits?",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:47 PM"
          }
        }
      },
      "transitions": {
        "AFTER_RECOMMENDATION": {
          "triggerType": "SPEECH_END",
          "target": "CUSTOMER_CONCERN"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "Thank you for those details. Based on your mother's needs, I think Sarah Mitchell would be an excellent match. She specializes in post-surgery care and mobility assistance. She's available starting next Wednesday, the day after the surgery. Would you like to schedule her for the 4-hour daily visits?",
            "speaker": "agent"
          }
        }
      ]
    },
    "CUSTOMER_CONCERN": {
      "regions": {
        "CUSTOMER_MESSAGES": {
          "addMessage": {
            "text": "This is taking way too long. I need help now!",
            "timing": "progressive",
            "speakerId": "customer",
            "timestamp": "02:50 PM"
          }
        },
        "SENTIMENT": {
          "value": "red"
        },
        "SITUATIONAL_AWARENESS": {
          "advice": "Customer is irate. Acknowledge their frustration and provide immediate, empathetic solutions.",
          "suggestedResponse": "I completely understand your frustration. Let me check the schedule and see if Sarah Mitchell can start sooner. I apologize for the wait. Your mother's care is our top priority."
        }
      },
      "transitions": {
        "AFTER_CUSTOMER_CONCERN": {
          "triggerType": "SPEECH_END",
          "target": "AI_SUGGESTIONS_3"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "This is taking way too long. I need help now!",
            "speaker": "customer"
          }
        }
      ]
    },
    "AI_SUGGESTIONS_3": {
      "regions": {
        "RESPONSES": {
          "visible": true,
          "options": [
            {
              "id": "empathy_solution",
              "text": "Acknowledge frustration and offer solution",
              "category": "primary",
              "content": "I completely understand your frustration. Let me check the schedule and see if Sarah Mitchell can start sooner. I apologize for the wait. Your mother's care is our top priority."
            },
            {
              "id": "expedite_process",
              "text": "Expedite the process",
              "category": "urgent",
              "content": "I apologize for any delay. I can expedite this process right now. Sarah Mitchell is actually available starting tomorrow. She specializes in post-surgery care and mobility assistance. Would you like me to schedule her for you?"
            },
            {
              "id": "supervisor_escalation",
              "text": "Offer supervisor escalation",
              "category": "escalation",
              "content": "I sincerely apologize for the frustration. I understand this is urgent for your mother's care. Would you like me to connect you with my supervisor who can approve an expedited placement and potentially arrange for same-day service?"
            },
            {
              "id": "clarify_timeline",
              "text": "Clarify timeline confusion",
              "category": "information",
              "content": "I'm so sorry if I wasn't clear. We can absolutely arrange care that starts immediately after her surgery next Tuesday. There's no need to wait beyond that. Would you prefer to have Sarah start on the same day as the surgery, or the day after?"
            }
          ]
        }
      },
      "transitions": {
        "SELECT_RESPONSE": {
          "triggerType": "USER_ACTION",
          "target": "AGENT_EMPATHIZE"
        },
        "AUTO_SELECT": {
          "triggerType": "DELAY",
          "delay": 3000,
          "target": "AGENT_EMPATHIZE",
          "actions": [
            {
              "type": "SELECT_RESPONSE",
              "params": { "id": "expedite_process" }
            }
          ]
        }
      }
    },
    "AGENT_EMPATHIZE": {
      "regions": {
        "RESPONSES": {
          "selectedId": "expedite_process"
        },
        "EXPANDED_RESPONSE": {
          "visible": true,
          "responseId": "expedite_process",
          "content": "I apologize for any delay. I can expedite this process right now. Sarah Mitchell is actually available starting tomorrow. She specializes in post-surgery care and mobility assistance. Would you like me to schedule her for you?"
        },
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "I apologize for any delay. I can expedite this process right now. Sarah Mitchell is actually available starting tomorrow. She specializes in post-surgery care and mobility assistance. Would you like me to schedule her for you?",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:50 PM"
          }
        }
      },
      "transitions": {
        "AFTER_EMPATHY": {
          "triggerType": "SPEECH_END",
          "target": "CUSTOMER_HAPPY"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "I apologize for any delay. I can expedite this process right now. Sarah Mitchell is actually available starting tomorrow. She specializes in post-surgery care and mobility assistance. Would you like me to schedule her for you?",
            "speaker": "agent"
          }
        }
      ]
    },
    "CUSTOMER_HAPPY": {
      "regions": {
        "CUSTOMER_MESSAGES": {
          "addMessage": {
            "text": "Yes, that would be perfect! Sarah sounds like exactly what we need. Thank you for expediting this.",
            "timing": "progressive",
            "speakerId": "customer",
            "timestamp": "02:51 AM"
          }
        },
        "SENTIMENT": {
          "value": "green"
        },
        "SITUATIONAL_AWARENESS": {
          "advice": "Customer is now satisfied. Complete the scheduling process and provide clear next steps.",
          "suggestedResponse": "Excellent! I've scheduled Sarah Mitchell to start tomorrow. She'll be at your mother's home at 9 AM and will stay until 1 PM each day for the next three weeks. I'll email you her contact information and a confirmation of the schedule. Is there anything else you need to know about the services she'll provide?"
        }
      },
      "transitions": {
        "AFTER_CUSTOMER_HAPPY": {
          "triggerType": "SPEECH_END",
          "target": "AI_SUGGESTIONS_4"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "Yes, that would be perfect! Sarah sounds like exactly what we need. Thank you for expediting this.",
            "speaker": "customer"
          }
        }
      ]
    },
    "AI_SUGGESTIONS_4": {
      "regions": {
        "RESPONSES": {
          "visible": true,
          "options": [
            {
              "id": "confirm_schedule",
              "text": "Confirm schedule details",
              "category": "primary",
              "content": "Excellent! I've scheduled Sarah Mitchell to start tomorrow. She'll be at your mother's home at 9 AM and will stay until 1 PM each day for the next three weeks. I'll email you her contact information and a confirmation of the schedule. Is there anything else you need to know about the services she'll provide?"
            },
            {
              "id": "pre_visit_info",
              "text": "Provide pre-visit information",
              "category": "information",
              "content": "Great! I've scheduled Sarah Mitchell starting tomorrow. Before her first visit, it would be helpful to prepare a few things: a list of emergency contacts, any medication schedules, and your mother's preferred daily routine. Sarah will call you this evening to introduce herself and discuss any specific questions you might have."
            },
            {
              "id": "add_equipment",
              "text": "Suggest mobility equipment",
              "category": "upsell",
              "content": "Perfect! I've scheduled Sarah Mitchell starting tomorrow at 9 AM. Since your mother is having knee surgery, would you also be interested in our mobility equipment rental? We offer walkers, shower chairs, and other helpful items that can make recovery more comfortable. We can have these delivered along with Sarah's first visit."
            },
            {
              "id": "survey_followup",
              "text": "Schedule follow-up call",
              "category": "information",
              "content": "Great! I've confirmed Sarah Mitchell starting tomorrow. I'd like to schedule a brief follow-up call after her first visit to ensure everything meets your expectations. Would tomorrow evening around 6 PM work for that check-in call?"
            }
          ]
        }
      },
      "transitions": {
        "SELECT_RESPONSE": {
          "triggerType": "USER_ACTION",
          "target": "AGENT_CONFIRM"
        },
        "AUTO_SELECT": {
          "triggerType": "DELAY",
          "delay": 3000,
          "target": "AGENT_CONFIRM",
          "actions": [
            {
              "type": "SELECT_RESPONSE",
              "params": { "id": "confirm_schedule" }
            }
          ]
        }
      }
    },
    "AGENT_CONFIRM": {
      "regions": {
        "RESPONSES": {
          "selectedId": "confirm_schedule"
        },
        "EXPANDED_RESPONSE": {
          "visible": true,
          "responseId": "confirm_schedule",
          "content": "Excellent! I've scheduled Sarah Mitchell to start tomorrow. She'll be at your mother's home at 9 AM and will stay until 1 PM each day for the next three weeks. I'll email you her contact information and a confirmation of the schedule. Is there anything else you need to know about the services she'll provide?"
        },
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "Excellent! I've scheduled Sarah Mitchell to start tomorrow. She'll be at your mother's home at 9 AM and will stay until 1 PM each day for the next three weeks. I'll email you her contact information and a confirmation of the schedule. Is there anything else you need to know about the services she'll provide?",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:52 PM"
          }
        }
      },
      "transitions": {
        "AFTER_CONFIRMATION": {
          "triggerType": "SPEECH_END",
          "target": "CUSTOMER_FINAL_REQUEST"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "Excellent! I've scheduled Sarah Mitchell to start tomorrow. She'll be at your mother's home at 9 AM and will stay until 1 PM each day for the next three weeks. I'll email you her contact information and a confirmation of the schedule. Is there anything else you need to know about the services she'll provide?",
            "speaker": "agent"
          }
        }
      ]
    },
    "CUSTOMER_FINAL_REQUEST": {
      "regions": {
        "CUSTOMER_MESSAGES": {
          "addMessage": {
            "text": "I think I know everything I need, but could you please make sure that Sarah knows my mother prefers to be called Mrs. Martinez? She's quite traditional about that.",
            "timing": "progressive",
            "speakerId": "customer",
            "timestamp": "02:53 PM"
          }
        },
        "SENTIMENT": {
          "value": "green"
        },
        "SITUATIONAL_AWARENESS": {
          "advice": "Customer is making a personal request about communication preferences. This is an important detail to note for personalized care.",
          "suggestedResponse": "Absolutely, I'll make a note that your mother prefers to be addressed as Mrs. Martinez. I'll ensure this information is passed directly to Sarah before her first visit. Is there anything else you'd like me to note about your mother's preferences?"
        }
      },
      "transitions": {
        "AFTER_CUSTOMER_REQUEST": {
          "triggerType": "SPEECH_END",
          "target": "AI_SUGGESTIONS_FINAL"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "I think I know everything I need, but could you please make sure that Sarah knows my mother prefers to be called Mrs. Martinez? She's quite traditional about that.",
            "speaker": "customer"
          }
        }
      ]
    },
    "AI_SUGGESTIONS_FINAL": {
      "regions": {
        "RESPONSES": {
          "visible": true,
          "options": [
            {
              "id": "note_preference",
              "text": "Note name preference",
              "category": "primary",
              "content": "Absolutely, I'll make a note that your mother prefers to be addressed as Mrs. Martinez. I'll ensure this information is passed directly to Sarah before her first visit. Is there anything else you'd like me to note about your mother's preferences?"
            },
            {
              "id": "additional_preferences",
              "text": "Ask about additional preferences",
              "category": "information",
              "content": "I'll definitely note that preference for Sarah. Are there any other specific preferences or details about your mother that would help Sarah provide the best care possible? Anything from dietary preferences to communication style can help personalize her care."
            },
            {
              "id": "cultural_sensitivity",
              "text": "Address cultural sensitivity",
              "category": "information",
              "content": "I completely understand the importance of proper address. I'll ensure Sarah knows to address your mother as Mrs. Martinez. Our caregivers are trained to be culturally sensitive and respectful of such preferences. Is there anything else about your mother's cultural background that would be helpful for Sarah to know?"
            }
          ]
        }
      },
      "transitions": {
        "SELECT_RESPONSE": {
          "triggerType": "USER_ACTION",
          "target": "AGENT_ACKNOWLEDGE"
        },
        "AUTO_SELECT": {
          "triggerType": "DELAY",
          "delay": 3000,
          "target": "AGENT_ACKNOWLEDGE",
          "actions": [
            {
              "type": "SELECT_RESPONSE",
              "params": { "id": "note_preference" }
            }
          ]
        }
      }
    },
    "AGENT_ACKNOWLEDGE": {
      "regions": {
        "RESPONSES": {
          "selectedId": "note_preference"
        },
        "EXPANDED_RESPONSE": {
          "visible": true,
          "responseId": "note_preference",
          "content": "Absolutely, I'll make a note that your mother prefers to be addressed as Mrs. Martinez. I'll ensure this information is passed directly to Sarah before her first visit. Is there anything else you'd like me to note about your mother's preferences?"
        },
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "Absolutely, I'll make a note that your mother prefers to be addressed as Mrs. Martinez. I'll ensure this information is passed directly to Sarah before her first visit. Is there anything else you'd like me to note about your mother's preferences?",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:54 PM"
          }
        },
        "ACTION_ITEMS": {
          "items": [
            {
              "text": "Reset charge starting date",
              "priority": "high",
              "completed": true
            },
            {
              "text": "Notify Sarah Mitchell of name preference",
              "priority": "high",
              "completed": false
            }
          ]
        }
      },
      "transitions": {
        "AFTER_ACKNOWLEDGEMENT": {
          "triggerType": "SPEECH_END",
          "target": "CUSTOMER_CLOSING"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "Absolutely, I'll make a note that your mother prefers to be addressed as Mrs. Martinez. I'll ensure this information is passed directly to Sarah before her first visit. Is there anything else you'd like me to note about your mother's preferences?",
            "speaker": "agent"
          }
        }
      ]
    },
    "CUSTOMER_CLOSING": {
      "regions": {
        "CUSTOMER_MESSAGES": {
          "addMessage": {
            "text": "No, that's perfect. Thank you so much for your help!",
            "timing": "progressive",
            "speakerId": "customer",
            "timestamp": "02:54 PM"
          }
        },
        "SENTIMENT": {
          "value": "green"
        }
      },
      "transitions": {
        "AFTER_CUSTOMER_CLOSING": {
          "triggerType": "SPEECH_END",
          "target": "COMPLETED"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "No, that's perfect. Thank you so much for your help!",
            "speaker": "customer"
          }
        }
      ]
    },
    "COMPLETED": {
      "regions": {
        "SITUATIONAL_AWARENESS": {
          "advice": "The customer's need has been successfully addressed. Scheduling is complete, with clear next steps provided. The additional note about Mrs. Martinez's name preference shows excellent attention to personalized care.",
          "suggestedResponse": ""
        }
      },
      "transitions": {}
    }
  }
}

Audio Files

Visual Editor