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Handle non-booking requests: take a message, log a callback note

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A caller asking if their already-purchased frames were ready got railroaded
through the booking script and hung up. AVA had no path for requests it can't do
on the phone.

- Prompt: classify intent first — question (answer it), can't-do request (take
  name + a one-line note, confirm callback number, promise a staff callback;
  never force booking questions), or booking (the ordered steps).
- extract.py: request_type = appointment | callback | none. Callback gate needs
  a name or a request note. Records kind.
- practice.py / odoo_client.py: callbacks write a "📞 Callback request" lead
  (name, callback number, what they need) instead of an appointment card.

Verified the classifier: frames-status -> callback, booking -> appointment,
pure question -> none.

Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>
This commit is contained in:
tocmo0nlord
2026-06-29 14:46:23 +00:00
parent 2f7e2629fe
commit 97e109ed89
5 changed files with 90 additions and 37 deletions
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46
extract.py
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@@ -17,18 +17,23 @@ from practice import persist_appointment
_EXTRACT_INSTRUCTIONS = (
"You are reviewing a phone-call transcript between a caller and the receptionist "
"for an optometry practice. Extract any APPOINTMENT REQUEST the caller made.\n"
"for an optometry practice. Classify what the caller wanted and extract the details.\n"
"Respond with ONLY a JSON object with these keys:\n"
' "wants_appointment": boolean — true only if the caller asked to book/schedule a visit\n'
' "request_type": one of "appointment", "callback", "none":\n'
' - "appointment": the caller asked to book/schedule a visit\n'
' - "callback": the caller wants something staff must handle off the phone — checking '
"an existing order or purchase, whether frames/lenses are ready, a prescription or lab "
"status, billing, an account lookup, or to reach a specific person\n"
' - "none": just a question that was answered, or nothing actionable\n'
' "patient_name": string or null — the caller\'s FULL name (first and last) if given\n'
' "phone_ok": boolean or null — true if the caller confirmed their caller-ID number is the '
"best one, false if they said to use a different number, null if it never came up\n"
' "alternate_number": string or null — a different callback number the caller gave, digits only\n'
' "location": string or null (which office/city)\n'
' "reason": string or null — WHY they want to be seen: the visit type OR the eye '
"problem/symptom they describe. Capture symptoms too (e.g. \"annual eye exam\", \"blurry "
'vision", "vision loss / blindness", "eye pain", "broken glasses", "red eye"). If they '
"describe any eye or vision problem, that IS the reason.\n"
' "location": string or null (which office/city — appointments only)\n'
' "reason": string or null — for an APPOINTMENT, why they want to be seen: the visit type '
"OR the eye problem/symptom they describe (e.g. \"annual eye exam\", \"blurry vision\", "
'"vision loss", "eye pain", "broken glasses"). For a CALLBACK, a one-line note of what they '
'need (e.g. "checking if frames ordered last week are ready", "question about a bill").\n'
' "insurance": string or null — the insurance plan the caller named, exactly as they said it\n'
' "preferred_time": string or null — the day/time in the caller\'s own words\n'
' "resolved_date": string or null — the actual calendar date the caller means as YYYY-MM-DD, '
@@ -76,16 +81,22 @@ async def extract_and_record(messages, ollama_url, model, call_sid=None, caller_
logger.exception("Appointment extraction call failed")
return None
if not data.get("wants_appointment"):
logger.info("Post-call extraction: no appointment requested")
kind = (data.get("request_type") or "none").strip().lower()
if kind not in ("appointment", "callback"):
logger.info("Post-call extraction: no actionable request")
return None
# Lead-quality gate: a usable lead needs a NAME or a LOCATION (so staff can act on it) —
# a bare reason like "check on my eyes" with no name and no office is not worth a card.
name = (data.get("patient_name") or "").strip()
location = (data.get("location") or "").strip()
if not name and not location:
logger.info("Post-call extraction: appointment intent but no name/location captured — skipping card")
reason_raw = (data.get("reason") or "").strip()
# Lead-quality gate so staff get an actionable card:
# - appointment: need a NAME or a LOCATION
# - callback: need a NAME or a clear note of what they want
if kind == "appointment" and not name and not location:
logger.info("Post-call extraction: appointment intent but no name/location — skipping card")
return None
if kind == "callback" and not name and not reason_raw:
logger.info("Post-call extraction: callback intent but no name/request note — skipping card")
return None
# Callback number: default to the verified Twilio caller-ID. If the caller explicitly
@@ -114,18 +125,19 @@ async def extract_and_record(messages, ollama_url, model, call_sid=None, caller_
record = {
"call_sid": call_sid,
"kind": kind, # "appointment" | "callback"
"patient_name": data.get("patient_name"),
"callback_number": callback,
"phone_confirmed": phone_ok,
"location": data.get("location"),
"location": data.get("location") if kind == "appointment" else None,
"reason": reason,
"insurance": (data.get("insurance") or "").strip() or None,
"preferred_time": preferred,
"insurance": (data.get("insurance") or "").strip() or None if kind == "appointment" else None,
"preferred_time": preferred if kind == "appointment" else None,
"source": "post_call_extraction",
}
where = persist_appointment(record)
logger.info(
f"Post-call appointment saved ({where}): {record['patient_name']} / "
f"Post-call {kind} saved ({where}): {record['patient_name']} / "
f"{record['location']} / reason={record['reason']} / ins={record['insurance']} / "
f"when={record['preferred_time']}"
)