From 24d4efd7ed28ba83f82c7e2cd474db096b4f5d3d Mon Sep 17 00:00:00 2001 From: tocmo0nlord Date: Fri, 26 Jun 2026 01:55:56 +0000 Subject: [PATCH] Docs: office-selection rule (confirm match, don't offer others) MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Note in the Call Data Capture table that AVA confirms a matching office and moves on rather than offering/comparing other offices — the fix for the "I'm in Kendall" -> "Hollywood or Miami?" off-script behavior. Co-Authored-By: Claude Opus 4.8 --- CLAUDE.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/CLAUDE.md b/CLAUDE.md index bd39f8a..92a491c 100644 --- a/CLAUDE.md +++ b/CLAUDE.md @@ -245,7 +245,7 @@ Replies are kept to one short sentence. |-------|------------------|-----------| | Full name | Asks for last name if only a first is given | `patient_name` / lead `contact_name` | | Phone | Reads back the caller-ID number; if the caller declines, uses the number they give | `callback_number` (+ `phone_confirmed`) | -| Office / city | Asks city/area; never names an office unprompted | folded into `reason` prefix | +| Office / city | Asks city/area; when the caller names a place that matches an office, **confirms that office and moves on** — never offers/compares other offices or asks them to choose; names the nearest only if nothing matches | folded into `reason` prefix | | Reason | Captured from the conversation | `reason` | | Insurance | **Log only** — asks the plan, never promises/confirms/denies coverage or treatment (even a listed plan); staff verify on callback | `insurance` (note: "log only — staff to verify") | | Preferred day & time | **Capture & defer** — taken in the caller's own words; AVA does not compute or correct the date | `preferred_time` + best-effort resolved `YYYY-MM-DD` |