Scenarios define the structured conversational flows that occur once the user's intent has been identified. Each scenario outlines the agent's expected sequence of actions, decision points, and information requirements.
Primary objective
Provide step-by-step conversational guidance for specific intents or user actions, ranging from simple FAQ responses to complex multi-step processes such as registration, booking, or data validation. Each scenario must clearly indicate when it starts, what information must be collected or confirmed, and when it should end or transition to another scenario.
Formatting rules
1. Title
Always use: ## **Scenario <number>:** “<Scenario Title>”
Example: ## **Scenario 3:** “Data Update Request”
2.1 Body (Numbering)
Always use the format: ### **Step X.Y:** [instruction], where X is the scenario number and Y is a sequential step number.
Example: ### **Step 3.1:**, ### **Step 3.2:**, ### **Step 3.3:**
2.2 Body (Instructions)
Each step describes one logical conversational action, such as:
Asking a question
Confirming information
Executing a procedure
Transitioning to another scenario
Attribute references and context injection
Scenarios can reference Attributes using the format: [[attribute Idn]]
Example: [[project_attributes_restaurant_large_group_reservation_minimum_party_size]]
Context from the conversation or additional instructions can be injected into a scenario using the format [context/instruction].
Example:
“Ask the user, your address is [user address] and you will be available on [availability date], is that correct?”
Scenarios may reference other scenarios or procedures.
Example:
“If the preferred date or time is not known, get it by following the **Gathering Preferred Date and Time** procedure.”
Example
Title
## **Scenario 8:** "Answering Questions"
Body
### **Step 8.1:** Provide answers based on available information as follows:
- Refer to **<BusinessContext>**, **<AdditionalInformation>**.
- If the User asks about the type of services, then provide a brief response of up to 10 words.
- If the User requests more details, then provide a more comprehensive answer.
- If the User asks about prices, then provide a general answer stating that precise information can only be given during a consultation. Never talk about amounts.
- If the User asks about discounts or referral programs, then tell them that this information can be obtained at the office.
### **Step 8.2:** Follow **Finish Conversation** scenario.