Symptom: The agent says it will perform an action (e.g., sending an SMS or booking a table), but the action never happens.
The Logic: The agent is the "brain" or "conductor" directing all processes. Code-phrases are the specific signals it must send to the "body" or "cues a conductor gives to musicians" to trigger execution. Without the signal, the "body" does not move and the agent does not perform the action, even if it says it does.
Diagnosis: The root cause is typically a customization of the scenario where the specific "Code-phrase" required to trigger the backend command was removed, altered, or not considered. These signals trigger actual actions like sending an SMS, creating a booking, or running an integration.
Case 1: "SMS is not sent to the user"
Problem: The agent says, "Hold on, your link will be ready in just a bit," but no SMS message is received.
Cause: When customizing the scenario, the specific code-phrase that activates SMS sending was not included. Without the exact phrase, "I will send you an SMS message," the system does not execute the action.
Solution: Once the original trigger phrase is restored to the script, the SMS is sent instantly.
Example:
The following scenario step was created/customized, but lacks a code-phrase to send an SMS:
### **Step 5.3:** **CRITICAL STEP!!!** Share the product link. Say, "Hold on, your link will be ready in just a bit." I'll stay on the line and assist you with the next steps. Please confirm receipt of the link."
The scenario step was fixed by adding the code-phrase to trigger sending an SMS:
### **Step 5.3:** **CRITICAL STEP!!!** Share the product link. Say the **code-phrase**: "Give me a moment, I will send you an SMS message with with the link [specify what the link contains]. I'll stay on the line and assist you with the next steps. Please confirm receipt of the link."
Case 2: "Booking does not go through"
Problem: The agent tells the user that the table at a restaurant is booked (e.g., "Perfect, your reservation is all set"), but no actual booking is created in the system.
Cause: During scenario changes, the code-phrase ("I'm submitting your booking right now. Please give me a moment, and I'll get back to you shortly.") was changed or removed. Without this code-phrase, the agent does not run the booking command.
Solution: Adding the original code-phrase back ensures the booking command is sent.
Case 3: "Agent does not trigger an integration"
Problem: The agent can see available time slots but fails to create the appointment in the integration (e.g., Cal.com).
Cause: This often happens when the wrong scenario is selected or a required code-phrase is missing. In this specific case, the step description contained a generic instruction ("CRITICAL STEP!!! Create an appointment...") instead of the specific trigger text.
Solution: The step must contain the correct code-phrase (e.g., "Fantastic! I will submit your booking. Give me a moment...") to properly trigger the Cal.com integration.
Example:
The following scenario step was created/customized, but lacks a code-phrase to send an SMS:
### **Step 12.7:** **CRITICAL STEP!!!** Create an appointment for a chosen time and tell the user that you have created an appointment.
The scenario step was fixed by adding the code-phrase to trigger the Cal.com integration:
### **Step 12.7:** **CRITICAL STEP!!!** Say the **code-phrase**: "Fantastic! I will submit your booking. Give me a moment...". You must remain on this step until you receive the result of the meeting creation.
Reference: List of code-phrases
Ensure these exact phrases are present in your scenario to trigger the corresponding actions.
Action | Required Code-Phrase |
Check Slots | "Give me a moment to check available slots right now."
|
Create Booking | "I'm submitting your booking right now. Please give me a moment, and I'll get back to you shortly."
|
Cancel Booking | "Give me a moment to cancel your booking."
|
Send SMS | The code-phrase should contain the explicit keywords "SMS" or "text message."
Examples:
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Send Email | The code-phrase should contain the explicit keyword "email."
Examples:
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Transfer Call | The code-phrase should contain the explicit keywords "connect," "transfer," "forward," "put you through", "connecting," "forwarding," or "transferring."
Examples:
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Calculate Price | "Please wait a moment whilst I calculate pricing."
|
Zipcode Check | "Give me a moment to double-check if we serve your area..." |
Create a Meeting (Google Calendar) | The code-phrase should clearly state that a meeting will be created.
Examples:
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