Fix each feature where it stands.
The September 23 repair bound the four appointment triggers, created four appointment types and a Spanish receptionist, and cleaned the caller copy. It left the calendar steps unbound, so asking to make an appointment still never booked, and it accepted the notification emails and the Spanish agent without running them. On September 24 both agents were rebuilt around the original design: the same four appointment types, confirmation, cancellation with rescheduling, messages, staff transfer, the Spanish handoff and patient confirmation emails.
Every finding has a disposition.
The four unbound calendar steps are now booking steps on the four appointment types, each listing name, phone and email explicitly; a failed booking takes a message for the team.
Each appointment-booked trigger keeps its own appointment type.
The Spanish route hands off to a snapshot-owned Spanish receptionist; a failed handoff takes a Spanish message and emails the team.
Cancellations write Lead · Cancellation Request.
No installer placeholders remain; a booking failure no longer asks callers to text a missing number.
The prompt is complete and a practice knowledge base is attached; the practice adds its approved information.
The 32 notification emails sat behind decisions that read booking data from a different run, so none could send. Each appointment type now sends one patient confirmation, with the time, registration link and directions, and one team notice. The booking settings' own confirmation email is off so patients get one email; reminders stay on.
Simulator runs below.
Channels are normal practice setup.
Cancellations say the team will confirm, the team email uses stable contact fields, and declining to reschedule ends politely instead of hanging up mid-sentence.
Make an appointment was routed to the confirmation questions and never reached booking. A confirmation request promised a text and dead-ended. The booking picker was a global step, so a caller cancelling who said "don't reschedule" was sent into booking; it is now reached only from the service question. The Spanish receptionist had English steps and an English voice setting and forwarded to an agent that was not installed; it now speaks Spanish throughout. The greeting and trigger asked "how can I help" twice. Yes/no routes repeated the question's words; they now state the answer. Callers speaking another language now reach staff. Stored model was GPT-4.1 Mini.
The same design, now able to run.
Text version of this diagram
The source agent had an Incoming Call workflow with a greeting, intent routing, three question steps, four unbound calendar steps, five pipeline steps, a Spanish transfer and a staff transfer, plus an Appointment Notification workflow with four booked triggers, four decisions and 32 emails.
Text version of this diagram
Before: asking to make an appointment never reached a booking step; the four calendar steps had no calendar; a confirmation request said a text was coming and then dead-ended; the 32 notification emails sat behind decisions that read data which never exists when that workflow runs, so none could send; and the Spanish receptionist spoke English steps with an English voice and forwarded to an agent that was not installed. After: a service question books one of four real appointment types; confirmations are recorded truthfully and sent to the team; every booking emails the patient their registration link and directions and notifies the team; a real Spanish receptionist mirrors the English flow; and cancel, message and staff paths end cleanly, with other languages routed to staff.
Text version of this diagram
The receptionist thanks the caller and offers to book, confirm or cancel an appointment, take a message or reach the team. Booking asks whether the visit is for gum care, implants or a sleep appliance, or for general care. General care books a General Appointment. Specialty care asks for the main office, the second location or a sleep appliance consultation and books that appointment type. A booking moves the patient to Appointment Scheduled and confirms; a failed booking takes a message for the team. Confirming collects name, phone, date and location, moves the patient to Confirmation Request, emails the team and says what was recorded. Cancelling collects the same details, moves the patient to Cancellation Request, emails the team, says the team will confirm, and offers to reschedule, which returns to the service question. A message collects name, phone, email and the message, moves the patient to Left a Message and emails the team. Asking for staff, or speaking a language other than English or Spanish, moves the patient to Call Forwarded and transfers to staff; when nobody answers or the office is closed, the receptionist takes a message. Spanish speakers are handed to the Spanish receptionist; if that handoff fails, a Spanish message is taken and emailed to the team.
Text version of this diagram
Each of the four appointment types has its own booked trigger. When an appointment is booked, the patient is emailed a confirmation with the appointment time, the practice's registration link and directions, and the team is emailed the patient's details.
Text version of this diagram
The Spanish receptionist runs the same call flow in Spanish, with a Spanish voice setting: new appointments on the same four booking types, confirmations, cancellations with a reschedule offer, messages and a staff transfer that falls back to a message.
Checked in the editor and the simulator.
English agent 54 steps and 62 links, Spanish agent 36 steps and 47 links; both survive an editor save with every link on a rendered handle and no dangling links.
With the team emails bypassed for the test and restored afterwards, 20 English and 19 Spanish paths ran. Confirmation (96 English, 96 Spanish), message (98, 95) and Spanish cancellation (97, after the fix) passed. The booking and reschedule paths are marked failed only because the simulator records booking steps without running them; the conversations reviewed scored 96 to 98 and took the right route.
Each agent: email spelled back, full name together, confirm before changing, 911 for emergencies, no diagnosis, approved knowledge only, confirmations, cancellations, rescheduling and messages. The booking capability case fails by design because behavior tests cannot book.
Need a phone line, published appointment types, a sender and account balance; test with a synthetic patient.
Remediation complete.
The rebuilt account is ready for final acceptance and master snapshot generation.
Open final audit →