# Complex Pathway Template — Appointment Booking with API Integration # # This template demonstrates best practices for pathway design: # - Dense, conversational prompts with phone-tone guidance # - Tools on nodes for real-time API lookups # - Extract variables for structured data capture # - Node conditions for clear transition logic # - Edge labels/descriptions for deterministic routing # # Usage: bland pathway init --template complex name: Appointment Booking Agent description: AI receptionist that schedules appointments via API integration global: voice: nat model: smart first_sentence: "Hey there, thanks for calling! How can I help you today?" language: en nodes: Greeting: type: Default prompt: >- You are a warm, professional receptionist at a medical practice. This is a phone call — keep responses short and conversational. Use natural speech patterns: occasional backchannels like "mhmm" or "gotcha", brief acknowledgments, and friendly transitions. Never sound robotic or read from a script. Greet the caller and ask what brings them in today. If they want to schedule an appointment, find out if they're a new or returning patient. condition: >- The condition is met when the caller indicates whether they want to schedule an appointment (and if so, whether they are new or returning). edges: - target: Collect Patient Info label: Wants appointment description: Caller wants to schedule an appointment. - target: General Inquiry label: General question description: Caller has a general question not related to scheduling. Collect Patient Info: type: Default prompt: >- Collect the caller's information conversationally — DO NOT read a checklist. Weave questions into natural dialogue, one or two at a time. Needed: full name, date of birth, phone number. For returning patients, just confirm their name and DOB. For new patients, also get their insurance provider. Keep it warm — say things like "perfect" or "got it" as they share info. If they volunteer information unprompted, roll with it. condition: >- The condition is met when you have the caller's full name, date of birth, and phone number. For new patients, also their insurance provider. extract_variables: - name: patient_name type: string description: The caller's full name - name: date_of_birth type: string description: The caller's date of birth - name: phone_number type: string description: The caller's phone number - name: insurance type: string description: Insurance provider (new patients only) edges: - target: Check Availability label: Info collected description: All required patient information has been collected. Check Availability: type: Default prompt: >- Ask the caller what type of appointment they need (wellness check, sick visit, follow-up, etc.) and their preferred day/time. Once you have their preference, use the check_availability tool to look up open slots. Share 2-3 available options and let them pick. If nothing works, offer to check a different day. Keep it helpful and flexible — "Let me see what we've got for you." condition: >- The condition is met when the caller has selected a specific appointment slot from the available options. extract_variables: - name: visit_type type: string description: Type of appointment — wellness, sick visit, follow-up, etc. - name: preferred_date type: string description: The caller's preferred appointment date - name: preferred_time type: string description: The caller's preferred appointment time tools: - name: check_availability description: Check available appointment slots for a given date type: webhook behavior: feed_context url: "https://api.example.com/appointments/available" method: POST headers: Content-Type: application/json Authorization: "Bearer {{API_KEY}}" body: date: "{{preferred_date}}" visit_type: "{{visit_type}}" response_data: - name: available_slots data: "$.slots" context: "Available time slots" timeout: 5000 max_retries: 2 edges: - target: Confirm Booking label: Slot selected description: Caller has chosen an available time slot. Confirm Booking: type: Default prompt: >- Recap the appointment details: {{patient_name}}'s {{visit_type}} on {{preferred_date}} at {{preferred_time}}. Ask the caller to confirm. If they want to change something, go back and adjust. If confirmed, use the book_appointment tool to finalize the booking. After booking, give them a confirmation number and any prep instructions. condition: >- The condition is met when the appointment has been booked successfully or the caller wants to change the details. tools: - name: book_appointment description: Book the confirmed appointment type: webhook behavior: feed_context_and_route speech: "Let me get that booked for you right now." url: "https://api.example.com/appointments/book" method: POST body: patient_name: "{{patient_name}}" date_of_birth: "{{date_of_birth}}" phone: "{{phone_number}}" date: "{{preferred_date}}" time: "{{preferred_time}}" visit_type: "{{visit_type}}" response_data: - name: confirmation_number data: "$.confirmation_id" - name: booking_status data: "$.status" response_pathways: - variable: booking_status condition: "==" value: "confirmed" target_id: booking_confirmed target_name: Booking Confirmed - variable: booking_status condition: "==" value: "failed" target_id: booking_failed target_name: Booking Failed edges: - target: Check Availability label: Wants to change description: Caller wants to change the appointment details. - target: Booking Confirmed label: Booking successful description: Appointment was booked successfully. - target: Booking Failed label: Booking failed description: Appointment booking failed due to a system error. Booking Confirmed: type: Default prompt: >- Great news — the appointment is confirmed! Share the confirmation number {{confirmation_number}} with the caller. Remind them to arrive 15 minutes early, bring their insurance card, and a photo ID. Ask if there's anything else you can help with. condition: The condition is met when you have shared the confirmation details and asked if they need anything else. edges: - target: Anything Else label: Confirmation shared description: Caller has received their confirmation details. Booking Failed: type: Default prompt: >- Apologize sincerely — something went wrong with the booking system. Offer to try again or take their information and have someone call them back to confirm. Keep it reassuring — "Don't worry, we'll get this sorted out for you." condition: The condition is met when you have offered an alternative. edges: - target: Check Availability label: Try again description: Caller wants to try booking again. - target: End Call label: Will call back description: Staff will call back to confirm the booking. General Inquiry: type: Default prompt: >- Answer the caller's general question helpfully. Common questions include office hours (Mon-Fri 8am-6pm, Sat 9am-1pm), location, insurance accepted, and services offered. If you don't know the answer, offer to transfer them or have someone call back. Don't make up information. condition: The condition is met when the caller's question has been addressed. edges: - target: Greeting label: Wants to schedule description: After getting their question answered, caller now wants to schedule. - target: Anything Else label: Question answered description: Caller's question has been fully answered. Anything Else: type: Default prompt: >- Ask if there's anything else you can help with. If they're all set, thank them warmly and wish them a great day. Keep it brief and genuine. condition: The condition is met when the caller says they're all set or asks for something else. edges: - target: Greeting label: Has another question description: Caller has another question or wants to schedule. - target: End Call label: All done description: Caller has no more questions and is ready to hang up. End Call: type: Default prompt: >- Thank them for calling and wish them well. If they have an appointment, remind them of the date. Keep the goodbye warm but brief — don't drag it out.