Data Collection Guide

Conversation Node: Collect_Info
  Message: "I'll need a few details to help you.
           What's your name and phone number?"

  Variable Extraction:
    - Variable: customer_name
      Instructions: "Extract the customer's full name"

    - Variable: phone_number
      Instructions: "Extract phone number in format XXX-XXX-XXXX"

User Response: "My name is John Smith and my number is 555-123-4567"

Extracted:
  customer_name: "John Smith"
  phone_number: "555-123-4567"

Conversation Node: Get_Account
  Message: "Please enter your 10-digit account number,
           followed by the pound key."

  DTMF Input Capture:
    Enabled: true
    Variable: account_number
    Digit Limit: 10
    Termination Key: #
    Timeout: 15 seconds

User Input: 1-2-3-4-5-6-7-8-9-0-#

Result:
  account_number: "1234567890"

Node 1: Get_Date
  Message: "What date would you like to schedule?
           For example, January 15th."

  Extract: appointment_date

Node 2: Confirm_Date
  Message: "Got it, {{appointment_date}}.
           And what time works best for you?"

  Extract: appointment_time

Node 3: Verify_All
  Message: "Perfect! I have you scheduled for {{appointment_date}}
           at {{appointment_time}}. Is that correct?"

  Extract: confirmation (yes/no)

✓ customer_name
✓ email_address
✓ appointment_date
✓ order_number
✓ shipping_address
✓ phone_number
✓ account_balance

✗ name              (too vague)
✗ customerName      (use snake_case, not camelCase)
✗ customer-name     (no hyphens)
✗ Customer Name     (no spaces or capitals)
✗ var1              (not descriptive)
✗ temp              (unclear purpose)

✓ "Extract the customer's full name"
✓ "Extract email address in format [email protected]"
✓ "Extract appointment date in MM/DD/YYYY format"
✓ "Extract order number (starts with ORD-)"

✗ "Get the name"
✗ "Extract email"
✗ "Get the date"

Variable: phone_number
Instructions: "Extract 10-digit phone number.
              Examples: 555-123-4567, (555) 123-4567, 5551234567.
              Store in format: XXX-XXX-XXXX"

Variable: appointment_date
Instructions: "Extract date mentioned by caller.
              Examples: 'next Tuesday', 'January 15th', '1/15/2024'.
              Convert to YYYY-MM-DD format."

Node 1: Welcome
  Message: "I'll help you create an account. This will just take a minute."

Node 2: Collect_Name
  Message: "First, what's your full name?"

  Extract Variables:
    - customer_name: "Extract full name (first and last)"

Node 3: Confirm_Name
  Message: "Thank you, {{customer_name}}. What's the best email
           address to reach you?"

  Extract Variables:
    - email_address: "Extract email in format [email protected]"

Node 4: Collect_Phone
  Message: "Great. And what's your phone number?"

  Extract Variables:
    - phone_number: "Extract 10-digit phone number"

Node 5: Verify_Information
  Message: "Let me confirm your information:
           Name: {{customer_name}}
           Email: {{email_address}}
           Phone: {{phone_number}}

           Is everything correct?"

  Extract Variables:
    - confirmation: "Extract yes/no confirmation"

  Transitions:
    - confirmation == "yes" → Create_Account_Tool
    - confirmation == "no" → What_To_Change

Node 6: Create_Account (Tool)
  Tool: create_customer_account
  Parameters:
    name: {{customer_name}}
    email: {{email_address}}
    phone: {{phone_number}}
    source: "phone"
    timestamp: {{current_datetime}}

Node 7: Success
  Message: "Your account is all set, {{customer_name}}!
           You'll receive a confirmation email at {{email_address}}."

Node 1: Request_Account
  Message: "For security, I'll need to verify your account.
           Please enter your account number using your keypad,
           followed by the pound key."

  DTMF Input Capture:
    Variable: account_number
    Digit Limit: 10
    Termination Key: #

Node 2: Request_PIN
  Message: "Thank you. Now please enter your 4-digit PIN."

  DTMF Input Capture:
    Variable: pin_code
    Digit Limit: 4
    Timeout: 15s

Node 3: Verify_Credentials (Tool)
  Tool: verify_account
  Parameters:
    account: {{account_number}}
    pin: {{pin_code}}
    call_id: {{call_id}}

  Transitions:
    - API returns success → Authenticated_Menu
    - API returns failure → Retry_Authentication
    - After 3 failures → Transfer_Security

Node 4: Retry_Authentication
  Message: "I couldn't verify those credentials.
           Let's try again. Please enter your account number."

Node 5: Authenticated_Menu
  Message: "Thank you for verifying your identity, {{customer_name}}.
           How can I help you today?"

Node 1: Collect_ZIP
  Message: "What's your ZIP code? You can say it or enter it
           on your keypad, followed by pound."

  DTMF Input Capture:
    Variable: zip_code
    Digit Limit: 5
    Termination Key: #

  Extract Variables:
    - zip_code: "Extract 5-digit ZIP code if spoken"

  # Either method populates zip_code variable

Node 2: Collect_Date
  Message: "What date would you like? You can say something like
           'next Tuesday' or 'January 15th'."

  Extract Variables:
    - appointment_date: "Extract date, convert to YYYY-MM-DD"

Node 3: Confirm_Details
  Message: "I have ZIP code {{zip_code}} and date {{appointment_date}}.
           Is that right?"

Survey Flow:

Node 1: Introduction
  Message: "This quick survey takes about 2 minutes.
           Your feedback helps us improve."

Node 2: Question_1
  Message: "On a scale of 1 to 5, with 5 being very satisfied,
           how satisfied are you with our service?
           You can say the number or press it on your keypad."

  DTMF Input Capture:
    Variable: satisfaction_score
    Digit Limit: 1

  Extract Variables:
    - satisfaction_score: "Extract number 1-5"

  Validation:
    - satisfaction_score must be 1-5

Node 3: Question_2
  Message: "Would you recommend us to a friend? Yes or no?"

  Extract Variables:
    - would_recommend: "Extract yes or no"

Node 4: Question_3 (Conditional)
  Condition: satisfaction_score < 3

  Message: "I'm sorry to hear that. Can you tell me what we could
           improve?"

  Extract Variables:
    - improvement_feedback: "Extract detailed feedback"

Node 5: Submit_Survey (Tool)
  Tool: submit_survey_results
  Parameters:
    satisfaction: {{satisfaction_score}}
    recommend: {{would_recommend}}
    feedback: {{improvement_feedback}}
    caller: {{user_number}}
    date: {{current_date}}

Node 6: Thank_You
  Message: "Thank you for your feedback, we really appreciate it!"

Node: Collect_Email
  Message: "What's your email address?"

  Extract Variables:
    - email_address: "Extract email in format [email protected]"

Validation Node:
  Condition: email_address contains "@" AND email_address contains "."

  If valid → Continue
  If invalid → "That doesn't look like a valid email. Could you
                spell it out for me? For example, john at example dot com."

Validation Logic:
  - Length: Must be 10 digits
  - Format: (XXX) XXX-XXXX or XXX-XXX-XXXX or XXXXXXXXXX
  - Area code: First digit cannot be 0 or 1

Error Message: "I need a 10-digit phone number. For example, 555-123-4567.
  What's your phone number?"

Validation Logic:
  - Must be future date (for appointments)
  - Must be valid calendar date
  - Must be within acceptable range

Error Message:
  "That date doesn't work. I can schedule appointments up to 6 months
  out. What date would you like?"

Node: Collect_Age
  Message: "For verification, how old are you?"

  Extract Variables:
    - age: "Extract age as number"

Validation:
  - age >= 18 AND age <= 120 → Valid
  - age < 18 → "I'm sorry, you must be 18 or older."
  - age > 120 → "That doesn't seem right. What's your age?"

Node: Collect_Quantity
  Message: "How many would you like to order?"

  Extract Variables:
    - quantity: "Extract number"

Validation:
  - quantity >= 1 AND quantity <= 100 → Valid
  - quantity < 1 → "I need at least 1 item."
  - quantity > 100 → "For orders over 100, please contact our
                       sales team directly."

Node: Collect_Order_Number
  Message: "What's your order number?"

  Extract Variables:
    - order_number: "Extract order number (format ORD-XXXXX)"

Validation Tool:
  Tool: check_order_exists
  Parameters:
    order_number: {{order_number}}

  Transitions:
    - Order found → Display_Order_Info
    - Order not found → "I couldn't find that order number.
                         Can you double-check and try again?"
    - After 3 attempts → "Let me transfer you to customer service."

Node: Collect_Email
  Message: "What's your email address?"

  Extract: email_address

Node: Confirm_Email
  Message: "I heard {{email_address}}. Is that correct?"

  Extract: confirmation

  Transitions:
    - "yes" → Continue
    - "no" → "Let's try again. Can you spell it out?
               For example, J-O-H-N at G-M-A-I-L dot com."

After Error: "I'm having trouble hearing that. Let me try a different way.
  Can you spell your email letter by letter?
  For example, J for John, O for Oscar, H for Hotel..."

Extract as: Phonetic sequence
Convert to: email_address

Node: Collect_Date
  Message: "What date would you like?"

User: "Soon"

Problem: Too vague

Response: "I can schedule appointments starting tomorrow through the
          next 6 months. What specific date works for you?
          For example, next Monday, or January 15th?"

User: "Monday"

Problem: Which Monday?

Response: "Did you mean Monday, January 15th, or Monday, January 22nd?"

Node: Collect_Address
  Message: "What's your street address?"

User: "123 Main Street"

Problem: No city, state, ZIP

Solution: Follow-up questions
  "And what city is that in?"
  "What's the ZIP code?"

Or: Structured prompting
  "I'll need your complete address. What's the street address?"
  [collect]
  "And the city?"
  [collect]
  "State?"
  [collect]
  "ZIP code?"

Node: Collect_All_At_Once
  Message: "To send you a quote, I'll need your email and phone number."

  Extract Variables:
    - email_address: "Extract email address"
    - phone_number: "Extract phone number"

User: "My email is [email protected] and you can reach me at 555-1234"

Extracted:
  email_address: "[email protected]"
  phone_number: "555-1234"

Validation Node:
  Check both variables:
    - If email exists AND phone exists → Continue
    - If only email → "Great! And your phone number?"
    - If only phone → "Got it. And your email address?"
    - If neither → "Let me ask separately. What's your email?"

Router: Account_Type_Check
  Condition: {{account_type}} == "business"
  → Collect business-specific info (EIN, company name)

  Condition: {{account_type}} == "personal"
  → Collect personal info (SSN last 4, DOB)

Business Info Collection:
  - company_name
  - ein_number
  - business_address

Personal Info Collection:
  - ssn_last_four
  - date_of_birth
  - home_address

First Call:
  - Collect: name, phone, email
  - Create basic profile

Second Call:
  - Already have: name, phone, email
  - Collect: preferences, interests

Third Call:
  - Already have: basic info, preferences
  - Collect: detailed requirements

Router: Check_Existing_Data

Condition: {{user_number}} in customer_database
  → Lookup customer data
  → "Welcome back, {{customer_name}}! I have your email as
      {{email_address}}. Is that still correct?"

Condition: {{user_number}} NOT in customer_database
  → "I don't have your information yet. What's your name?"
  → Full collection flow

Variables stored in call context:
  - Available throughout conversation
  - Passed between nodes
  - Used in tools and routing
  - Included in call logs

Method 1: Webhooks
  - Send data to your server
  - Store in your database
  - Trigger workflows

Method 2: Outcomes
  - Define outcome schema
  - Automatically extract at call end
  - Retrieve via API

Method 3: Tools
  - Call your API during conversation
  - Store data real-time
  - Return confirmation

'Thank you, {{customer_name}}! Your order {{order_number}}
will be shipped to {{shipping_address}}.'

Tool: create_customer
Parameters:
  name: { { customer_name } }
  email: { { email_address } }
  phone: { { phone_number } }
  source: 'phone_call'
  collected_at: { { current_datetime } }

Router: Priority_Check
  Condition: {{customer_tier}} == "VIP"
  → VIP_Fast_Track

  Condition: {{issue_severity}} == "high"
  → Urgent_Support

  Default → Standard_Support

{
  "event": "call.ended",
  "data": {
    "customer_name": "{{customer_name}}",
    "email_address": "{{email_address}}",
    "phone_number": "{{phone_number}}",
    "issue_type": "{{issue_type}}",
    "resolution": "{{resolution_status}}"
  }
}