Capture full appointment details + validate dates in-call
In-call (system prompt + per-call calendar injection): - Gather full name (prompt asks for last name if only first given). - Confirm the caller-ID number; if declined, use the number the caller gives. - Ask for and LOG insurance only — never promise/confirm/deny coverage or treatment based on it; staff verify on callback. - Validate the requested date against an injected 45-day calendar (recomputed per call since the server is long-running). Push back on impossible/mismatched dates, e.g. "Monday lands on the sixth — would you like that date?". - AGENT_NAME=AVA; 4s grace pause before hang-up (HANGUP_DELAY_SECS). Logging (post-call extraction -> Odoo): - Extract full name, phone_confirmed, chosen callback (caller-ID or alternate), insurance, reason, and preferred time annotated with a resolved YYYY-MM-DD date (today's date is fed to the extractor). - odoo_client: insurance row on the lead note (log only — staff verify). .gitignore: ignore rotated avc_run.log* files. Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>
This commit is contained in:
tocmo0nlord
103
bot.py
103
bot.py
@@ -10,10 +10,12 @@ This module just builds + runs the pipeline for one connected call. server.py ow
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the FastAPI/TwiML/WebSocket side and calls run_call() once per call.
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"""
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import asyncio
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import os
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import re
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import time
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from datetime import datetime, timedelta
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from loguru import logger
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@@ -103,6 +105,10 @@ VAD_STOP_SECS = float(os.environ.get("VAD_STOP_SECS", "0.5"))
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# Agent persona name — purely for warmth; change/remove freely.
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AGENT_NAME = os.environ.get("AGENT_NAME", "Sofia")
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# Grace period after the agent finishes the goodbye before we drop the carrier leg, so
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# the caller isn't cut off mid-word. The hang-up itself (EndTaskFrame -> auto_hang_up)
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# is unchanged — this only delays it.
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HANGUP_DELAY_SECS = float(os.environ.get("HANGUP_DELAY_SECS", "4.0"))
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SYSTEM_PROMPT = (
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f"You are {AGENT_NAME}, a warm, friendly receptionist for Advanced Vision Care, an "
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@@ -110,13 +116,21 @@ SYSTEM_PROMPT = (
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"talk like a helpful human being: natural, relaxed, and genuinely conversational — usually "
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"just one short sentence at a time. Speak in English. Say numbers, dates, and times as "
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"words a person would say.\n\n"
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"Your job is to answer callers' questions and to take appointment requests. To book a "
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"visit you need four things: which office or city, the reason for the visit, a preferred "
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"day and time, and their name. Gather these naturally as the conversation flows — don't "
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"interrogate, and never ask for something the caller already told you (people often give "
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"their name or reason in their first sentence). You already have their number from caller "
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"ID, so never ask for a phone number. When you have the details, repeat them back in one "
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"warm sentence to confirm, and let them know a staff member will call to finalize the time.\n\n"
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"Your job is to answer callers' questions and to take appointment requests. For a "
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"booking, gather these SIX things naturally as the conversation flows — don't "
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"interrogate, and never ask for something the caller already told you:\n"
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" 1. Their FULL name (first and last). If they give only a first name, warmly ask for "
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"their last name too.\n"
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" 2. The phone number to reach them. Their caller-ID number is given to you below — read "
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"it back and ask if that is the best number. If they say no, ask for the right number and "
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"use that instead.\n"
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" 3. Which office or city is most convenient.\n"
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" 4. The reason for the visit.\n"
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" 5. Their insurance — ask what insurance they have and simply note it (see the insurance "
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"rule below).\n"
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" 6. The day and time they prefer (validate the date — see the date rule below).\n"
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"When you have the details, repeat them back in one warm sentence to confirm, and let them "
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"know a staff member will call to finalize the time.\n\n"
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"Stay truthful and within your limits:\n"
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"- Use ONLY the facts below for addresses, phone numbers, insurance, and services. Never "
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"make any of these up.\n"
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@@ -124,11 +138,18 @@ SYSTEM_PROMPT = (
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"NOT suggest or name a specific office yourself — you don't know where they are. Only after "
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"they tell you their area, name the matching office; and only list locations if they ask "
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"what offices exist.\n"
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"- You cannot see a calendar, so never say a time is open or available — take the time as "
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"a request that staff will confirm.\n"
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"- Insurance: only confirm a plan that is in the list below. For any plan that is not "
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"listed (UnitedHealthcare, Aetna, Cigna, and so on), don't say yes or no — say our staff "
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"will verify their coverage.\n"
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"- INSURANCE — log only, never promise: ask what insurance they have and note it for staff. "
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"Do NOT promise, confirm, or deny coverage or any treatment based on their insurance, even "
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"if the plan is one we list. Always say our staff will verify their coverage when they call "
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"back. Just capture the plan name.\n"
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"- DATES — always validate against the calendar provided below. Work out the real date the "
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"caller means and check it. If the weekday and the date they say do not match, or the date "
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"does not exist, gently correct them and offer the right one, then confirm before booking. "
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"For example, if they say 'Monday the fifth' but the Monday next month is the sixth, say: "
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"'Next month, Monday lands on the sixth — would you like to schedule that date?' Never accept "
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"an impossible or mismatched date silently.\n"
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"- You cannot see a calendar of openings, so never say a time slot is open or available — "
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"take the day/time as a request that staff will confirm.\n"
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"- Hours are not published — say they vary by office and staff will confirm; never give "
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"specific hours.\n"
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"- You don't give medical advice and can't transfer calls. If the caller mentions an eye "
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@@ -140,6 +161,25 @@ SYSTEM_PROMPT = (
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)
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def _date_context(now: datetime | None = None) -> str:
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"""Calendar grounding injected per call so the local model can resolve and VALIDATE
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the dates a caller mentions (e.g. catch 'Monday the 5th' when the Monday is the 6th).
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Recomputed each call because the server is long-running."""
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now = now or datetime.now()
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today = now.date()
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# 45 days covers 'next month' references for any call date.
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lines = []
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for i in range(45):
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d = today + timedelta(days=i)
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tag = " <- TODAY" if i == 0 else (" <- tomorrow" if i == 1 else "")
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lines.append(f" {d.strftime('%A, %B %d, %Y').replace(' 0', ' ')}{tag}")
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return (
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"CALENDAR — authoritative, use for EVERY date the caller mentions:\n"
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f"Today is {today.strftime('%A, %B %d, %Y').replace(' 0', ' ')}.\n"
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"Upcoming dates:\n" + "\n".join(lines) + "\n"
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)
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def _build_tools() -> ToolsSchema:
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# Only the booking action is a tool. Practice facts already live in the system prompt,
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# so no get_practice_info tool (avoids needless calls/latency). callback_number is NOT
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@@ -166,11 +206,12 @@ def _build_tools() -> ToolsSchema:
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class EndCallProcessor(FrameProcessor):
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"""Lets Sofia hang up. MUST sit between the LLM and the TTS: there it sees her reply
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"""Lets the agent hang up. MUST sit between the LLM and the TTS: there it sees her reply
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text (LLMTextFrame, flowing downstream) AND the upstream copy of BotStoppedSpeakingFrame
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the output transport emits. It accumulates each reply; if the finished reply contains a
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closing ('goodbye'/'adiós'), it waits until she's done speaking, then pushes EndTaskFrame
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upstream — the task ends and TwilioFrameSerializer (auto_hang_up) drops the call."""
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closing ('goodbye'/'adiós'), it waits until she's done speaking, pauses HANGUP_DELAY_SECS
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so the caller isn't clipped, then pushes EndTaskFrame upstream — the task ends and
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TwilioFrameSerializer (auto_hang_up) drops the call."""
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_CLOSINGS = ("goodbye", "good-bye", "good bye", "adiós", "adios", "hasta luego")
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@@ -178,12 +219,21 @@ class EndCallProcessor(FrameProcessor):
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super().__init__()
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self._buf = ""
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self._should_end = False
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self._end_task = None
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@classmethod
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def _is_closing(cls, text: str) -> bool:
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t = (text or "").lower()
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return any(c in t for c in cls._CLOSINGS)
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async def _hang_up_after_delay(self):
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await asyncio.sleep(HANGUP_DELAY_SECS)
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logger.info(f"{AGENT_NAME} ending task / hanging up")
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try:
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await self.push_frame(EndTaskFrame(), FrameDirection.UPSTREAM)
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except Exception:
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logger.exception("EndTaskFrame push failed (pipeline already ending?)")
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async def process_frame(self, frame: Frame, direction: FrameDirection):
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await super().process_frame(frame, direction)
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if isinstance(frame, LLMTextFrame):
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@@ -191,12 +241,14 @@ class EndCallProcessor(FrameProcessor):
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elif isinstance(frame, LLMFullResponseEndFrame):
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if self._is_closing(self._buf):
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self._should_end = True
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logger.info("Sofia signalled closing -- will hang up after she finishes speaking")
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logger.info(f"{AGENT_NAME} signalled closing -- will hang up "
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f"{HANGUP_DELAY_SECS:.0f}s after she finishes speaking")
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self._buf = ""
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elif isinstance(frame, BotStoppedSpeakingFrame) and self._should_end:
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self._should_end = False
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logger.info("Sofia closed the call -- ending task / hanging up")
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await self.push_frame(EndTaskFrame(), FrameDirection.UPSTREAM)
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# Schedule the teardown so we don't block the pipeline during the grace pause.
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if self._end_task is None:
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self._end_task = asyncio.create_task(self._hang_up_after_delay())
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await self.push_frame(frame, direction)
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@@ -333,7 +385,20 @@ async def run_agent(transport, caller_number=None, call_sid=None, do_capture=Tru
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)))
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heartbeat = AudioHeartbeat()
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context_kwargs = {"messages": [{"role": "system", "content": SYSTEM_PROMPT}]}
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# Per-call system message = static prompt + today's calendar + the caller-ID number to
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# confirm. Built here (not at import) so the date is current on a long-running server.
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if caller_number:
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caller_line = (
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f"\n\nCALLER ID: the caller's number on file is {caller_number}. Read it back and "
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"ask if it's the best number to reach them; if they say no, use the number they give."
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)
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else:
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caller_line = (
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"\n\nCALLER ID: no number is available — ask the caller for the best phone number "
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"to reach them."
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)
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system_content = SYSTEM_PROMPT + "\n\n" + _date_context() + caller_line
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context_kwargs = {"messages": [{"role": "system", "content": system_content}]}
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if ENABLE_TOOLS:
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context_kwargs["tools"] = _build_tools()
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context = LLMContext(**context_kwargs)
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