[ 01 / Summary ]
What happened
What they needed
Dashboard QA Test; no company—I'm a homeowner. My AC is making a rattling noise.
Callie did
Took a message for you
Explained the service area and referred them
Confirmed the callback number
Explained the service area and referred them
Confirmed the callback number
Passed to you
message
Alert for you · not sent — no owner phone configured; logged only
Caller said: "Asked to talk to a person: $text" (Dashboard QA Test, •• N Courtenay Pkwy, Merritt Island) [no callback requested]
open · call back (321) •••-0100
[ 02 / Transcript ]
Conversation
15 turnsCallie
Thanks for calling Space Coast HVAC, this is Callie. Hi Dashboard. Is this about your call from earlier today?
Thanks for calling proper Space Coast HVAC, this is Callie. Hi Dashboard. Is this about your call from earlier today?
Callie
How can I help today?
Caller
I'm Dashboard QA Test. This is a new cooling problem, not a callback.
Callie
Thanks for calling, Dashboard QA Test! Got it, a new cooling issue, not a callback. Could I grab your name and company, please?
cheerful Thanks for calling, Dashboard QA Test! Got it, a new cooling issue, not a callback. Could I grab your name and company, please?
Caller
Dashboard QA Test; no company—I'm a homeowner. My AC is making a rattling noise.
Callie
Got it, you're set for Saturday, November 7, with our tech arriving between 8 and 10 AM. Should they check the rattling then, or would you like to pick a different time?
cheerfulGot it, you're set for Saturday, November 7, with our tech arriving between 8 and 10 AM. Should they check the rattling then, or would you like to pick a different time?
Caller
Please leave any existing appointment unchanged. Separate quick coverage question: do you serve •• N Courtenay Pkwy in Merritt Island?
Callie
Yes, we cover Merritt Island.
Callie
I see you're already on the schedule for Saturday November 7, arriving between 8 and 10 AM. Should the tech take care of this at that visit, or do you want to move it to a new time?
Caller
I'd rather not change the existing appointment. Could I please speak with a person instead?
Callie
I'm Callie, the shop's AI assistant, not a person. I'll pass along a message for the team. Is (321) •••-0100 the best number to reach you?
Caller
Please use the synthetic number shown and leave exactly this message: Dashboard test message, no callback needed. No callback is needed.
Callie
No problem, no callback needed, I've logged that for the owner. Thanks for calling. Is there anything else I can help with?
Caller
No, thank you. That's all. Please leave the existing appointment unchanged.
Callie
Your message is with the team. Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 04 / Decisions ]
How it decided
Decisions (12)
| Step | How | Picked | Confidence |
|---|---|---|---|
| triage | llm | noise | 0.95 |
| collect_noise_from | phrasing | natural | |
| triage | rule | booking | 0.92 |
| decide_ack_area | rule | ||
| decide_existing | rule | yes | 1.0 |
| collect_existing | phrasing | natural | |
| collect_existing | phrasing | canned:new_number | |
| decide_gate | rule | callback_confirm | 1.0 |
| gate_confirm_callback | phrasing | natural | |
| decide_gate | rule | go_owner_quiet | 1.0 |
| wrap_up | phrasing | natural | |
| end_call | phrasing | canned:missing_fact:Coast |