Debug Logs API¶
To fetch debug logs of a specific conversation.
| Method | GET |
| Endpoint | https://{{host}}/api/{{version}}/{{BotID}}/debuglogs?identity={{identity}}&channelType={{channelType}}&minimumInfo=true&limit=5&offset=300&timezone={{timezone}}
|
| Content Type | application/json
|
| Authorization | auth: {{JWT}}
|
| API Scope |
|
Path Parameters¶
| PARAMETER | DESCRIPTION |
| host | Environment URL, for example, https://platform.kore.ai |
| BotID | Bot ID. You can access it from the General Settings page of the bot. |
Sample Request¶
curl -X GET \
'https://{{host}}/api/1.1/{{BotID}}/debuglogs?identity={{id}}&channelType=ivrVoice&minimumInfo=true&limit=5&offset=300&timezone=America/New_York' \
-H 'auth: {{YOUR_JWT_ACCESS_TOKEN}}' \
Body Parameters¶
| PARAMETER | DESCRIPTION |
| version | Refers to the version of the API. The current version of this API is “1.1” |
| identity | Unique ID associated with the call. For SmartAssist channel , identity = {accountId}/smartassist/{sessionId} |
| channel | Name of the channel through which the conversation is initiated. The default is ‘rtm’.
Accepted channel types are:
|
| minimumInfo | Optional field. Set to ‘true’ to get only the summary |
| offset | Specify the page number from which to start fetching the logs. If unspecified, it starts from 0, which is the first page of the list of logs |
| limit | The number of records to fetch. The maximum applicable limit is 50 |
| timezone | Ex: America/New_York |
| fromDate | Date from which the logs are requested, valid formats: yyyy-mm-dd or valid timestamp |
| toDate | Date up to which the logs are requested, valid formats: yyyy-mm-dd or valid timestamp |
Sample Responses¶
IVR:
[
{
"timestamp": "2018-11-22T13:06:17.258Z",
"nomatch_count": "0",
"noinput_count": "1",
"debugTitle": "Bing",
"debugLevel": "Info",
"debugMessage": "intent node initiated",
"metaInfo": {
"channel": "ivrVoice",
"identity": "Nov22PilotEnv1"
}
},
{
"timestamp": "2018-11-22T13:06:17.258Z",
"debugTitle": "Bing",
"debugLevel": "Info",
"debugMessage": "intent node processing is completed",
"metaInfo": {
"channel": "ivrVoice",
"identity": "Nov22PilotEnv1"
}
},
{
"timestamp": "2018-11-22T13:06:17.258Z",
"debugTitle": "Nam",
"debugLevel": "Info",
"debugMessage": "entity node initiated",
"metaInfo": {
"channel": "ivrVoice",
"identity": "Nov22PilotEnv1"
}
},
{
"timestamp": "2018-11-22T13:06:17.258Z",
"debugTitle": "Nam",
"debugLevel": "Info",
"debugMessage": "Waiting for user input",
"metaInfo": {
"channel": "ivrVoice",
"identity": "Nov22PilotEnv1"
}
},
{
"debugTitle": "Nam",
"debugMessage": "User prompt parsing",
"debugLevel": "info",
"timestamp": "2018-11-22T13:06:17.304Z",
"metaInfo": {
"channel": "ivrVoice",
"identity": "Nov22PilotEnv1"
}
},
{
"debugTitle": "Nam",
"debugMessage": "User prompt parsing successful",
"debugLevel": "info",
"debugDetail": "\"Let me know your name\\n\"",
"timestamp": "2018-11-22T13:06:17.325Z",
"metaInfo": {
"channel": "ivrVoice",
"identity": "Nov22PilotEnv1"
}
},
{
"timestamp": "2018-11-22T13:06:31.464Z",
"nomatch_count": "2",
"noinput_count": "0",
"debugTitle": "Nam",
"debugLevel": "Warning",
"debugMessage": "executeNode has invoked due to MAX_NO_MATCH event",
"metaInfo": {
"channel": "ivrVoice",
"identity": "Nov22PilotEnv1"
}
},
{
"timestamp": "2018-11-22T13:07:54.395Z",
"debugTitle": "Company: Reached end of dialog",
"debugLevel": "Info",
"metaInfo": {
"channel": "ivrVoice",
"identity": "Nov22PilotEnv1"
}
}
]
{
"timestamp": "2024-08-14T23:18:10.920Z",
"debugTitle": "Why_Calling_Eligibility_and_Benefits",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "smartassist",
"identity": "66043a5df09690986395xxxx/smartassist/66bd3afa5e3e64268aaaxxxx"
},
"VGdebugDetail": {
"inputType": "voice",
"inputMessage": "If you're a member and need help with your health plan, say I'm a member. Otherwise, in a few words, tell me why you're calling today.",
"ASRVendor": "microsoft",
"dialect": "en-US",
"ASRConfidence": 0.8708144,
"ASRConfidenceDetail": [
{
"confidence": 0.8708144,
"lexical": "if you're a member and need help with your health plan say i'm a member otherwise in a few words tell me why you're calling today",
"itn": "if you're a member and need help with your health plan say i'm a member otherwise in a few words tell me why you're calling today",
"masked_i_t_n": "if you're a member and need help with your health plan say i'm a member otherwise in a few words tell me why you're calling today",
"display": "If you're a member and need help with your health plan, say I'm a member. Otherwise, in a few words, tell me why you're calling today.",
"words": [
{
"word": "if",
"offset": 420700000,
"duration": 1600000,
"confidence": 0.9726835
},
{
"word": "you're",
"offset": 422300000,
"duration": 2400000,
"confidence": 0.376676
},
{
"word": "a",
"offset": 424700000,
"duration": 400000,
"confidence": 0.3884408
},
{
"word": "member",
"offset": 425100000,
"duration": 3200000,
"confidence": 0.6788062
},
{
"word": "and",
"offset": 428300000,
"duration": 1200000,
"confidence": 0.57555306
},
{
"word": "need",
"offset": 429500000,
"duration": 2000000,
"confidence": 0.96371156
},
{
"word": "help",
"offset": 431500000,
"duration": 2000000,
"confidence": 0.99102837
},
{
"word": "with",
"offset": 433500000,
"duration": 1600000,
"confidence": 0.9584458
},
{
"word": "your",
"offset": 435100000,
"duration": 1600000,
"confidence": 0.9712777
},
{
"word": "health",
"offset": 436700000,
"duration": 2400000,
"confidence": 0.985333
},
{
"word": "plan",
"offset": 439100000,
"duration": 4800000,
"confidence": 0.8494906
},
{
"word": "say",
"offset": 445100000,
"duration": 4800000,
"confidence": 0.98846895
},
{
"word": "i'm",
"offset": 449900000,
"duration": 3200000,
"confidence": 0.80772966
},
{
"word": "a",
"offset": 453100000,
"duration": 400000,
"confidence": 0.66123855
},
{
"word": "member",
"offset": 453500000,
"duration": 6000000,
"confidence": 0.9897405
},
{
"word": "otherwise",
"offset": 462700000,
"duration": 5200000,
"confidence": 0.94419414
},
{
"word": "in",
"offset": 467900000,
"duration": 1200000,
"confidence": 0.9729681
},
{
"word": "a",
"offset": 469100000,
"duration": 400000,
"confidence": 0.98132175
},
{
"word": "few",
"offset": 469500000,
"duration": 2000000,
"confidence": 0.99257773
},
{
"word": "words",
"offset": 471500000,
"duration": 4800000,
"confidence": 0.98928726
},
{
"word": "tell",
"offset": 477900000,
"duration": 2800000,
"confidence": 0.98641545
},
{
"word": "me",
"offset": 480700000,
"duration": 1200000,
"confidence": 0.6896171
},
{
"word": "why",
"offset": 481900000,
"duration": 2800000,
"confidence": 0.990285
},
{
"word": "you're",
"offset": 484700000,
"duration": 2800000,
"confidence": 0.9559583
},
{
"word": "calling",
"offset": 487500000,
"duration": 2800000,
"confidence": 0.9911675
},
{
"word": "today",
"offset": 490300000,
"duration": 5200000,
"confidence": 0.98875904
}
]
}
]
}
},
TwilioSMS:
[
{
"timestamp": "2025-05-27T04:36:17.296Z",
"debugTitle": "welcomedialog",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b7448eb65b/+12566xxxxxx"
}
},
{
"timestamp": "2025-05-27T04:36:17.334Z",
"debugTitle": "menuCheck",
"debugMessage": "Script node execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Master Bot Flow\",\"botid\":\"st-bebdb320-9f69-561d-aeb0-c45169xxxxxx\",\"taskid\":\"dg-9eaa1774-2caf-52bb-b112-f4d698xxxxxx\",\"intent\":\"welcomedialog\",\"intentType\":\"dialog\",\"intentDescription\":\"kgvsdialog\",\"invocationSource\":{\"type\":\"userInputMatch\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"ccId\":\"u-5ca4428e-5e40-5a6f-9f60-ebf13dxxxxxx:st-bebdb320-9f69-561d-aeb0-c45169xxxxxx\",\"currentLanguage\":\"en\",\"dialog_tone\":[{\"tone_name\":\"positive\",\"level\":1,\"count\":1}],\"session\":{\"EnterpriseContext\":{},\"BotContext\":{},\"UserContext\":{\"workinghours\":{\"workdays\":\"mon,tue,wed,thu,fri\",\"workstart\":\"8:00 AM\",\"workend\":\"5:00 PM\"},\"profImage\":\"no-avatar\",\"profColour\":\"#add8e6\",\"jTitle\":\"\",\"dept\":\"\",\"activationStatus\":\"active\",\"firstName\":\"\",\"lastName\":\"\",\"orgId\":\"o-33749baa-f662-5ae8-b506-4b3bf7xxxxxx\",\"_id\":\"u-5ca4428e-5e40-5a6f-9f60-ebf13dxxxxxx\",\"accountId\":\"5ff6ff6f2327934e5bxxxxxx\",\"identities\":[{\"val\":\"67e125c59ec655b7448xxxxx/+125xxxx0200\",\"type\":\"mapped\"}]},\"UserSession\":{},\"BotUserSession\":{\"_metaInfo\":{},\"lastMessage\":{\"channel\":\"sms\",\"messagePayload\":{\"ToCountry\":\"US\",\"ToState\":\"IL\",\"SmsMessageSid\":\"SMa7322a0105b8fd4caa2b1eb7f7xxxxxx\",\"NumMedia\":\"0\",\"ToCity\":\"PALATINE\",\"FromZip\":\"35646\",\"SmsSid\":\"SMa7322a0105b8fd4caa2b1eb7f7xxxxxx\",\"FromState\":\"AL\",\"SmsStatus\":\"received\",\"FromCity\":\"TOWN CREEK\",\"Body\":\"Hi\",\"FromCountry\":\"US\",\"To\":\"+122xxxx0907\",\"MessagingServiceSid\":\"MG506fbf3422c37408bd65e5e709xxxxxx\",\"ToZip\":\"60074\",\"AddOns\":\"{\\\"status\\\":\\\"successful\\\",\\\"message\\\":null,\\\"code\\\":null,\\\"results\\\":{}}\",\"NumSegments\":\"1\",\"MessageSid\":\"SMa7322a0105b8fd4caa2b1eb7f7xxxxxx\",\"AccountSid\":\"ACc518be9a6f916431ecfd8d7d9f4xxxxx\",\"From\":\"+125xxxx0200\",\"ApiVersion\":\"2010-04-01\"}},\"conversationSessionId\":\"6835797d857ac49da7xxxxxx\",\"lastUserMessageTime\":\"2025-05-27T08:36:13.862Z\",\"channels\":[{\"type\":\"sms\",\"from\":\"67e125c59ec655b744xxxxxx/+125xxxx0200\",\"to\":\"MG506fbf3422c37408bd65e5e7094axxxx\",\"body\":\"Hi\",\"gateway\":\"twilio\",\"enable\":true,\"message\":\"The bot is disabled via Twilio. You can still talk to the bot via Web/Mobile Client, IVR, Genesys Cloud CX Messaging, Twilio.\",\"activeChannels\":\"Web/Mobile Client,IVR,Genesys Cloud CX Messaging,Twilio.\",\"streamId\":\"st-bebdb320-9f69-561d-aeb0-c45169xxxxxx\",\"tokens\":[],\"__userInputTime\":\"2025-05-27T08:36:13.852Z\",\"__loopCount\":0,\"userId\":\"u-5ca4428e-5e40-5a6f-9f60-ebf13dxxxxxx\",\"requestId\":\"ms-501f497d-197a-59fa-aeff-a21f34c59a2e\",\"botLanguage\":\"en\"}],\"isReturningUser\":false},\"opts\":{\"userId\":\"u-5ca4428e-5e40-5a6f-9f60-ebf13dxxxxxx\",\"streamId\":\"st-bebdb320-9f69-561d-aeb0-c45169axxxxx\"},\"deleteKeys\":{}},\"updatedOn\":\"2025-05-27T08:36:17.275Z\",\"intentName\":\"welcomedialog\",\"currentNodeId\":\"script26\",\"currentNodeName\":\"menuCheck\",\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":\"Hi\",\"sentenceType\":\"statement\",\"timestamp\":1748334977259}},\"currentTags\":{\"tags\":[\"welcomedialog\"]},\"NLAnalysis\":{\"userInput\":\"Hi\",\"intents\":{}},\"previousNodeId\":\"intent0\",\"previousNodeName\":\"welcomedialog\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-4c67f67a-f478-5eef-8a68-02eab14xxxxx\"},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"welcomedialog\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":false,\"debugMessage\":\"menuCheck\",\"contextId\":\"dcx-4c67f67a-f478-5eef-8a68-02eab1xxxxxx\"}",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b7448eb65b/+1256602xxxxxx"
}
},
{
"timestamp": "2025-05-27T04:36:17.366Z",
"debugTitle": "menuCheck",
"debugMessage": "script node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b7448eb65b/+1256602xxxxx"
}
},
{
"timestamp": "2025-05-27T04:36:17.648Z",
"debugTitle": "titlesConfig",
"debugMessage": "Script node execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Master Bot Flow\",\"botid\":\"st-bebdb320-9f69-561d-aeb0-c45169xxxxxx\",\"taskid\":\"dg-9eaa1774-2caf-52bb-b112-f4d698xxxxxx\",\"intent\":\"welcomedialog\",\"intentType\":\"dialog\",\"intentDescription\":\"kgvsdialog\",\"invocationSource\":{\"type\":\"userInputMatch\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"ccId\":\"u-5ca4428e-5e40-5a6f-9f60-ebf13dd6fb10xxxxx:st-bebdb320-9f69-561d-aeb0-c45169xxxxxx\",\"currentLanguage\":\"en\",\"dialog_tone\":[{\"tone_name\":\"positive\",\"level\":1,\"count\":1}],\"updatedOn\":\"2025-05-27T08:36:17.457Z\",\"intentName\":\"welcomedialog\",\"currentNodeId\":\"script18\",\"currentNodeName\":\"titlesConfig\",\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":\"Hi\",\"sentenceType\":\"statement\",\"timestamp\":1748334977259}},\"currentTags\":{\"tags\":[\"welcomedialog\"]},\"NLAnalysis\":{\"userInput\":\"Hi\",\"intents\":{}},\"previousNodeId\":\"message16\",\"previousNodeName\":\"welMsg1\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-4c67f67a-f478-5eef-8a68-02eab14xxxxx\",\"traversedIntents\":[{\"name\":\"welcomedialog\",\"dialogId\":\"dg-9eaa1774-2caf-52bb-b112-f4d6989xxxxx\"}],\"message_tone\":[],\"isDeveloper\":false,\"session\":{\"EnterpriseContext\":{},\"BotContext\":{},\"UserContext\":{\"workinghours\":{\"workdays\":\"mon,tue,wed,thu,fri\",\"workstart\":\"8:00 AM\",\"workend\":\"5:00 PM\"},\"profImage\":\"no-avatar\",\"profColour\":\"#add8e6\",\"jTitle\":\"\",\"dept\":\"\",\"activationStatus\":\"active\",\"firstName\":\"\",\"lastName\":\"\",\"orgId\":\"o-33749baa-f662-5ae8-b506-4b3bf7xxxxxx\",\"_id\":\"u-5ca4428e-5e40-5a6f-9f60-ebf13ddxxxxx\",\"accountId\":\"5ff6ff6f2327934e5b70xxxxx\",\"identities\":[{\"val\":\"67e125c59ec655b7448xxxxx/+125xxxx0200\",\"type\":\"mapped\"}]},\"UserSession\":{},\"BotUserSession\":{\"_metaInfo\":{},\"lastMessage\":{\"channel\":\"sms\",\"messagePayload\":{\"ToCountry\":\"US\",\"ToState\":\"IL\",\"SmsMessageSid\":\"SMa7322a0105b8fd4caa2b1eb7f765cf9d\",\"NumMedia\":\"0\",\"ToCity\":\"PALATINE\",\"FromZip\":\"35646\",\"SmsSid\":\"SMa7322a0105b8fd4caa2b1eb7f7xxxxxx\",\"FromState\":\"AL\",\"SmsStatus\":\"received\",\"FromCity\":\"TOWN CREEK\",\"Body\":\"Hi\",\"FromCountry\":\"US\",\"To\":\"+122xxxx907\",\"MessagingServiceSid\":\"MG506fbf3422c37408bd65e5e7094xxxxx\",\"ToZip\":\"60074\",\"AddOns\":\"{\\\"status\\\":\\\"successful\\\",\\\"message\\\":null,\\\"code\\\":null,\\\"results\\\":{}}\",\"NumSegments\":\"1\",\"MessageSid\":\"SMa7322a0105b8fd4caa2b1eb7f76xxxxx\",\"AccountSid\":\"ACc518be9a6f916431ecfd8d7d9f471b2e\",\"From\":\"+125xxxx0200\",\"ApiVersion\":\"2010-04-01\"}},\"conversationSessionId\":\"6835797d857ac49da7xxxxxx\",\"lastUserMessageTime\":\"2025-05-27T08:36:13.862Z\",\"channels\":[{\"type\":\"sms\",\"from\":\"67e125c59ec655b7448eb65b/+125xxxx0200\",\"to\":\"MG506fbf3422c37408bd65e5e7094axxxx\",\"body\":\"Hi\",\"gateway\":\"twilio\",\"enable\":true,\"message\":\"The bot is disabled via Twilio. You can still talk to the bot via Web/Mobile Client, IVR, Genesys Cloud CX Messaging, Twilio.\",\"activeChannels\":\"Web/Mobile Client,IVR,Genesys Cloud CX Messaging,Twilio.\",\"streamId\":\"st-bebdb320-9f69-561d-aeb0-c45169xxxxxx\",\"tokens\":[],\"__userInputTime\":\"2025-05-27T08:36:13.852Z\",\"__loopCount\":0,\"userId\":\"u-5ca4428e-5e40-5a6f-9f60-ebf13ddxxxxx\",\"requestId\":\"ms-501f497d-197a-59fa-aeff-a21f34cxxxxx\",\"botLanguage\":\"en\"}],\"isReturningUser\":false},\"opts\":{\"userId\":\"u-5ca4428e-5e40-5a6f-9f60-ebf13ddxxxxx\",\"streamId\":\"st-bebdb320-9f69-561d-aeb0-c45169axxxxx\"},\"deleteKeys\":{}},\"counter\":0,\"taskList\":[{\"title\":\"Get weather updates\",\"value\":\"Get weather updates\",\"synonyms\":[\"\\\"Get weather updates\\\"\"]},{\"title\":\"Active Covid Cases\",\"value\":\"Active Covid Cases\",\"synonyms\":[\"\\\"Active Covid Cases\\\"\",\"\\\"Covid Cases\\\"\"]},{\"title\":\"Company Stock Value\",\"value\":\"Company Stock Value\",\"synonyms\":[\"\\\"Company Stock Value\\\"\",\"\\\"Stock values\\\"\"]},{\"title\":\"Create UserLogin\",\"value\":\"Create UserLogin\",\"synonyms\":[\"\\\"Create UserLogin\\\"\"]},{\"title\":\"Flight Status \",\"value\":\"Flight Status \",\"synonyms\":[\"\\\"Flight Status \\\"\"]},{\"title\":\"Show More\",\"value\":\"Show More\",\"synonyms\":[\"\\\"Show More\\\"\"]}]},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"welcomedialog\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":false,\"debugMessage\":\"titlesConfig\",\"contextId\":\"dcx-4c67f67a-f478-5eef-8a68-02eab14xxxxx\"}",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b7448eb65b/+125660xxxxx"
}
},
{
"timestamp": "2025-05-27T04:36:17.725Z",
"debugTitle": "titlesConfig",
"debugMessage": "script node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b744xxxxxx/+125660xxxxx"
}
},
{
"timestamp": "2025-05-27T04:36:29.672Z",
"debugTitle": "Currency",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b74xxxxxb/+125660xxxxx"
}
},
{
"timestamp": "2025-05-27T04:36:37.730Z",
"debugTitle": "CurrencyCode",
"debugMessage": "entity node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b744xxxxx/+125xxxx0200"
}
},
{
"timestamp": "2025-05-27T04:36:37.786Z",
"debugTitle": "HitAPICurrency",
"debugMessage": "Calling the integration system",
"debugLevel": "info",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b744xxxxxx/+125xxxx0200"
}
},
{
"timestamp": "2025-05-27T04:36:37.881Z",
"debugTitle": "HitAPICurrency",
"debugMessage": "Service execution is complete.",
"debugLevel": "info",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b744xxxxxx/+125xxxx0200"
}
},
{
"timestamp": "2025-05-27T04:36:50.765Z",
"debugTitle": "Schedule_Appointment",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b744xxxxxx/+125xxxx0200"
}
},
{
"timestamp": "2025-05-27T04:37:52.579Z",
"debugTitle": "CollectionAppointmentDetails",
"debugMessage": "aiassist node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "sms",
"identity": "67e125c59ec655b744xxxxxx/+125xxxx0200"
}
}
]
Genesys:
[
{
"timestamp": "2025-05-27T03:34:24.109Z",
"debugTitle": "welcomedialog",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "genesys",
"identity": "67e125c59ec655b744xxxxxx/genesys/d7e0b98d-b487-49f2-b2b0-fd25e16xxxxx"
}
},
{
"timestamp": "2025-05-27T03:34:24.183Z",
"debugTitle": "menuCheck",
"debugMessage": "Script node execution successful",
"debugLevel": "info",
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"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/51d58857-2f66-46d0-8bc9-172ccf6c7483"
},
"VGdebugDetail": {
"callDisconnectReason": "userHangUp",
"vaigMessage": "Client side"
}
},
{
"timestamp": "2025-12-22T14:52:47.627Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "script node initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/e1d3f15c-e8af-4d96-98d3-2328c4b35784"
}
},
{
"timestamp": "2025-12-22T14:52:47.627Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/e1d3f15c-e8af-4d96-98d3-2328c4b35784"
}
},
{
"timestamp": "2025-12-22T14:52:47.677Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution",
"debugLevel": "info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/e1d3f15c-e8af-4d96-98d3-2328c4b35784"
}
},
{
"timestamp": "2025-12-22T14:52:47.698Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution successful",
"debugLevel": "info",
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"timestamp": "2025-12-22T14:52:47.743Z",
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{
"timestamp": "2025-12-22T14:53:04.098Z",
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"debugMessage": "bargeIn detected",
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"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/e1d3f15c-e8af-4d96-98d3-2328c4b35784"
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"VGdebugDetail": {
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"bargeInType": "speech-bargein-detected",
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"ASRVendor": "microsoft",
"Dialect": "en-US",
"firstUtteranceDetected": "no",
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{
"timestamp": "2025-12-22T14:53:07.445Z",
"debugTitle": "GetEmaToken",
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This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 08:22:47 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. 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Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. 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Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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},
{
"timestamp": "2025-12-23T08:34:42.565Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "script node processing is completed",
"debugLevel": "Info",
"metaInfo": {
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{
"timestamp": "2025-12-23T08:35:08.260Z",
"debugTitle": "GetEmaToken",
"debugMessage": "Calling the webhook node",
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"debugDetail": "{\"editLocked\":false,\"entityFields\":{\"cityAdvanced\":[]},\"isSensitive\":false,\"isTransient\":false,\"piiDataEnabled\":false,\"preConditions\":[],\"refId\":\"9f619d8d-bbbe-5ae9-9340-cb5dfc874247\",\"spellcorrectThreshold\":0,\"useTaskLevelNs\":true,\"vNameSpace\":[],\"webhookTimeout\":4,\"label\":\"GetEmaToken\",\"context\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"ccId\":\"u-426321f8-023d-5c29-ad59-2e4d87636f99:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"updatedOn\":\"2025-12-23T08:35:08.238Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-whk-d26f6c88-7e7a-41fb-8899-a6367fbf6e09\",\"currentNodeName\":\"GetEmaToken\",\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766478882441}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"SDKWebHook\",\"contextId\":\"dcx-528a29c0-509b-5095-8e28-ed2f7a28f827\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. 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Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\"}],\"currentTimeAndDay\":\"Tuesday, December 23, 2025 at 02:04:42 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. 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Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\\\"}\"},{\"role\":\"user\",\"content\":\"No.\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"configured audio is playing\\\"}\"}],\"tools\":[{\"type\":\"function\",\"function\":{\"name\":\"callDuringWorkingHours\",\"description\":\"This tool should be called when the user doesn't agree to continue in English.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"assignQueueToLanguage\",\"description\":\"This tool is used to assign a queue based on the user's selected language.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"selectedLanguage\":{\"type\":\"string\",\"description\":\"This is the user's selected language. 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{
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"debugTitle": "GetEmaToken",
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This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\"}],\"currentTimeAndDay\":\"Tuesday, December 23, 2025 at 02:04:42 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"ccId\":\"u-426321f8-023d-5c29-ad59-2e4d87636f99:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"updatedOn\":\"2025-12-23T08:35:08.419Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-srv-71e660f1-22ce-4eb5-8449-05192368c2ee\",\"currentNodeName\":\"CreateEmaConversation\",\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766478882441}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"previousNodeId\":\"nd-whk-d26f6c88-7e7a-41fb-8899-a6367fbf6e09\",\"previousNodeName\":\"GetEmaToken\",\"currentNodeType\":\"service\",\"contextId\":\"dcx-528a29c0-509b-5095-8e28-ed2f7a28f827\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. 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"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/817b5498-a9b8-43f5-bb2f-c670150cafe9"
}
},
{
"timestamp": "2025-12-23T08:35:09.795Z",
"debugTitle": "CreateEmaConversation",
"debugMessage": "service node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/817b5498-a9b8-43f5-bb2f-c670150cafe9"
}
},
{
"timestamp": "2025-12-23T08:35:09.795Z",
"debugTitle": "UserEntitlementQuestion",
"debugMessage": "entity node initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/817b5498-a9b8-43f5-bb2f-c670150cafe9"
}
},
{
"timestamp": "2025-12-23T08:36:30.040Z",
"debugTitle": "callCompleted",
"debugMessage": "Call completion details",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/817b5498-a9b8-43f5-bb2f-c670150cafe9"
},
"VGdebugDetail": {
"callDisconnectReason": "botHangUp",
"vaigMessage": "Bot side"
}
},
{
"timestamp": "2025-12-23T10:20:22.802Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "script node initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/3d99a3e2-a03f-4f52-a56d-76ae9029f3c3"
}
},
{
"timestamp": "2025-12-23T10:20:22.802Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/3d99a3e2-a03f-4f52-a56d-76ae9029f3c3"
}
},
{
"timestamp": "2025-12-23T10:20:22.865Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution",
"debugLevel": "info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/3d99a3e2-a03f-4f52-a56d-76ae9029f3c3"
}
},
{
"timestamp": "2025-12-23T10:20:22.899Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution successful",
"debugLevel": "info",
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},
{
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{
"timestamp": "2025-12-23T10:44:13.753Z",
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},
{
"timestamp": "2025-12-23T12:32:15.372Z",
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},
{
"timestamp": "2025-12-23T12:32:15.372Z",
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{
"timestamp": "2025-12-23T12:32:15.430Z",
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"timestamp": "2025-12-23T12:32:15.504Z",
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"debugMessage": "Call completion details",
"debugLevel": "Info",
"metaInfo": {
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"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/282aa46e-64bf-4a5a-bfcc-268fecfc6b18"
},
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"callDisconnectReason": "userHangUp",
"vaigMessage": "Client side"
}
},
{
"timestamp": "2025-12-23T12:33:12.927Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "script node initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/3e0d9b0c-620d-416c-9baa-12955fdf7ecb"
}
},
{
"timestamp": "2025-12-23T12:33:12.927Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/3e0d9b0c-620d-416c-9baa-12955fdf7ecb"
}
},
{
"timestamp": "2025-12-23T12:33:12.971Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution",
"debugLevel": "info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/3e0d9b0c-620d-416c-9baa-12955fdf7ecb"
}
},
{
"timestamp": "2025-12-23T12:33:12.994Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution successful",
"debugLevel": "info",
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You can still talk to the bot via Web/Mobile Client, AgentAssist, SmartAssist, SmartAssist Gateway.\",\"activeChannels\":\"Web/Mobile Client,AgentAssist,SmartAssist,SmartAssist Gateway.\",\"botLanguage\":\"en\"},\"createdOn\":\"2025-12-23T12:40:33.090Z\",\"userId\":\"u-1ddc34dc-8c63-548d-b26f-79a56888a127\",\"log\":\"2222Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"isSysGeneratedLog\":false}],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":false,\"debugMessage\":\"initWelcomeIntent\",\"channelUId\":\"cs-45de6016-4b37-55a5-b144-614b48187576/592bd709-a1ac-4a18-be3c-74ce263ddf3d\",\"contextId\":\"dcx-9eea3fec-8a9a-5710-b72a-6bf9f860e42d\"}",
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"timestamp": "2025-12-23T12:40:33.129Z",
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"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/592bd709-a1ac-4a18-be3c-74ce263ddf3d"
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"Dialect": "en-US",
"firstUtteranceDetected": "no",
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{
"timestamp": "2025-12-23T12:40:43.214Z",
"debugTitle": "GetEmaToken",
"debugMessage": "Calling the webhook node",
"debugLevel": "info",
"debugDetail": "{\"editLocked\":false,\"entityFields\":{\"cityAdvanced\":[]},\"isSensitive\":false,\"isTransient\":false,\"piiDataEnabled\":false,\"preConditions\":[],\"refId\":\"9f619d8d-bbbe-5ae9-9340-cb5dfc874247\",\"spellcorrectThreshold\":0,\"useTaskLevelNs\":true,\"vNameSpace\":[],\"webhookTimeout\":4,\"label\":\"GetEmaToken\",\"context\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"ccId\":\"u-1ddc34dc-8c63-548d-b26f-79a56888a127:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"updatedOn\":\"2025-12-23T12:40:43.195Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-whk-d26f6c88-7e7a-41fb-8899-a6367fbf6e09\",\"currentNodeName\":\"GetEmaToken\",\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766493632882}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"SDKWebHook\",\"contextId\":\"dcx-9eea3fec-8a9a-5710-b72a-6bf9f860e42d\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\"}],\"currentTimeAndDay\":\"Tuesday, December 23, 2025 at 06:10:33 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. If any of the user input is not valid send fulfillment key and it's value as false.\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\\\"}\"},{\"role\":\"user\",\"content\":\"No.\"}],\"tools\":[{\"type\":\"function\",\"function\":{\"name\":\"callDuringWorkingHours\",\"description\":\"This tool should be called when the user doesn't agree to continue in English.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"assignQueueToLanguage\",\"description\":\"This tool is used to assign a queue based on the user's selected language.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"selectedLanguage\":{\"type\":\"string\",\"description\":\"This is the user's selected language. 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Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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{
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"timestamp": "2025-12-23T12:51:16.429Z",
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"timestamp": "2025-12-23T12:51:16.502Z",
"debugTitle": "initWelcomeIntent",
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Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. 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"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"ccId\":\"u-2b3f9125-ad81-58ff-a53c-cd39c3d11f9e:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"updatedOn\":\"2025-12-23T13:00:04.031Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-srv-71e660f1-22ce-4eb5-8449-05192368c2ee\",\"currentNodeName\":\"CreateEmaConversation\",\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766494759603}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"previousNodeId\":\"nd-whk-d26f6c88-7e7a-41fb-8899-a6367fbf6e09\",\"previousNodeName\":\"GetEmaToken\",\"currentNodeType\":\"service\",\"contextId\":\"dcx-dc222ad1-40e4-5c16-91b6-c75342171504\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. 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Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. 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Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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{
"timestamp": "2025-12-26T05:49:54.333Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "script node processing is completed",
"debugLevel": "Info",
"metaInfo": {
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},
{
"timestamp": "2025-12-26T05:50:19.225Z",
"debugTitle": "GetEmaToken",
"debugMessage": "Calling the webhook node",
"debugLevel": "info",
"debugDetail": "{\"editLocked\":false,\"entityFields\":{\"cityAdvanced\":[]},\"isSensitive\":false,\"isTransient\":false,\"piiDataEnabled\":false,\"preConditions\":[],\"refId\":\"9f619d8d-bbbe-5ae9-9340-cb5dfc874247\",\"spellcorrectThreshold\":0,\"useTaskLevelNs\":true,\"vNameSpace\":[],\"webhookTimeout\":4,\"label\":\"GetEmaToken\",\"context\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"ccId\":\"u-76de77a3-1512-597d-82a2-6fad7896f8d4:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"updatedOn\":\"2025-12-26T05:50:19.202Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-whk-d26f6c88-7e7a-41fb-8899-a6367fbf6e09\",\"currentNodeName\":\"GetEmaToken\",\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766728194179}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"SDKWebHook\",\"contextId\":\"dcx-83386702-32e6-527a-9987-d6c12c79fc23\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\"}],\"currentTimeAndDay\":\"Friday, December 26, 2025 at 11:19:54 AM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. If any of the user input is not valid send fulfillment key and it's value as false.\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. 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Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"ccId\":\"u-76de77a3-1512-597d-82a2-6fad7896f8d4:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"updatedOn\":\"2025-12-26T05:50:19.447Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-srv-71e660f1-22ce-4eb5-8449-05192368c2ee\",\"currentNodeName\":\"CreateEmaConversation\",\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766728194179}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"previousNodeId\":\"nd-whk-d26f6c88-7e7a-41fb-8899-a6367fbf6e09\",\"previousNodeName\":\"GetEmaToken\",\"currentNodeType\":\"service\",\"contextId\":\"dcx-83386702-32e6-527a-9987-d6c12c79fc23\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-17bf6dd3-de9a-5b5c-b4ea-ff786e161b39\"}],\"currentTimeAndDay\":\"Friday, December 26, 2025 at 11:19:54 AM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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{
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"timestamp": "2025-12-26T05:50:20.451Z",
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{
"timestamp": "2025-12-26T05:51:43.668Z",
"debugTitle": "callCompleted",
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{
"timestamp": "2025-12-26T15:58:29.985Z",
"debugTitle": "callCompleted",
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{
"timestamp": "2025-12-26T15:59:07.366Z",
"debugTitle": "callCompleted",
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{
"timestamp": "2025-12-29T09:54:22.884Z",
"debugTitle": "initWelcomeIntent",
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{
"timestamp": "2025-12-29T09:54:22.884Z",
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"timestamp": "2025-12-29T09:54:22.928Z",
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"timestamp": "2025-12-29T09:54:22.948Z",
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"timestamp": "2025-12-29T09:54:47.555Z",
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Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/f3b82679-a484-4c61-9dff-62b30ae227bf"
}
},
{
"timestamp": "2025-12-29T09:57:42.771Z",
"debugTitle": "UserEntitlementQuestion",
"debugMessage": "entity node initiated",
"debugLevel": "Info",
"metaInfo": {
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"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/f3b82679-a484-4c61-9dff-62b30ae227bf"
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},
{
"timestamp": "2025-12-29T09:57:42.771Z",
"debugTitle": "CreateEmaConversation",
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"metaInfo": {
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},
{
"timestamp": "2025-12-29T09:58:49.415Z",
"debugTitle": "callCompleted",
"debugMessage": "Call completion details",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/f3b82679-a484-4c61-9dff-62b30ae227bf"
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},
{
"timestamp": "2025-12-29T10:07:05.198Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "script node initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/a243c294-15fe-48c4-add4-99c976329e71"
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},
{
"timestamp": "2025-12-29T10:07:05.198Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
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"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/a243c294-15fe-48c4-add4-99c976329e71"
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},
{
"timestamp": "2025-12-29T10:07:05.241Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution",
"debugLevel": "info",
"metaInfo": {
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"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/a243c294-15fe-48c4-add4-99c976329e71"
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},
{
"timestamp": "2025-12-29T10:07:05.263Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution successful",
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Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. 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},
{
"timestamp": "2025-12-29T21:07:25.583Z",
"debugTitle": "initWelcomeIntent",
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"debugLevel": "Info",
"metaInfo": {
"channel": "korevg",
"identity": "cs-45de6016-4b37-55a5-b144-614b48187576/dda4a56b-b03c-4343-b3c1-0cb0dfe67b0d"
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},
{
"timestamp": "2025-12-29T21:07:56.535Z",
"debugTitle": "noInput",
"debugMessage": "noInput message received",
"debugLevel": "Info",
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}
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RTM:
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{
"timestamp": "2025-12-22T11:33:35.280Z",
"debugTitle": "Standard question 'Notify the user incase of session timeout' identified",
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"metaInfo": {
"channel": "rtm",
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{
"timestamp": "2025-12-22T11:33:36.576Z",
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"timestamp": "2025-12-22T11:33:36.576Z",
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"metaInfo": {
"channel": "rtm",
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{
"timestamp": "2025-12-22T11:33:36.576Z",
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},
{
"timestamp": "2025-12-22T11:33:36.670Z",
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},
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"timestamp": "2025-12-22T11:33:36.685Z",
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"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T11:33:36.690Z",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T11:33:37.720Z",
"debugTitle": "MessagePrompt0001",
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"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:37.811Z",
"debugTitle": "Flow Transition",
"debugMessage": "Transitioning From Message Prompt 0001 To Automation 0001",
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"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:37.829Z",
"debugTitle": "Automation0001",
"debugMessage": "Automation Node Initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:37.839Z",
"debugTitle": "Automation0001",
"debugMessage": "Waiting For Input From User",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:38.043Z",
"debugTitle": "Intent identified using external event",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:38.043Z",
"debugTitle": "Intent identified using external event is initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:38.043Z",
"debugTitle": "Nlanalysis: ",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:38.043Z",
"debugTitle": "Current conversation is cleared and new one is started based on external event",
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"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:38.043Z",
"debugTitle": "Welcome_IVR_Flow",
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},
{
"timestamp": "2025-12-22T11:33:38.043Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node processing is completed",
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},
{
"timestamp": "2025-12-22T11:33:38.043Z",
"debugTitle": "initWelcomeIntent",
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}
},
{
"timestamp": "2025-12-22T11:33:38.116Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution",
"debugLevel": "info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:38.146Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "Secure logic score undefined",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:38.150Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "secureLogixFailurefalse",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:38.154Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "2222Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\n\nAre you here to report an issue related to Mac hardware or software?",
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"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T11:33:38.161Z",
"debugTitle": "initWelcomeIntent",
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{
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"debugDetail": "{\"requsetBody\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. 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"debugDetail": "{\"title\":\" \",\"body\":\"{\\\"toolCalls\\\":[],\\\"bot\\\":\\\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\\\",\\\"conv_status\\\":\\\"ongoing\\\",\\\"entities\\\":[]}\",\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{}}",
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"debugTitle": "welcomeAgent",
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"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T13:14:27.807Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766409267266}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-eebec733-2231-516d-86df-84dcf61acf34\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 06:44:27 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. 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"timestamp": "2025-12-22T13:15:03.754Z",
"debugTitle": "Welcome IVR Flow: Reached end of dialog",
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"timestamp": "2025-12-22T13:15:03.754Z",
"debugTitle": "Standard question 'Notify the user incase of session timeout' identified",
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"timestamp": "2025-12-22T13:15:05.092Z",
"debugTitle": "Split0001",
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"timestamp": "2025-12-22T13:15:05.092Z",
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"timestamp": "2025-12-22T13:15:05.165Z",
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"debugMessage": "Transitioning From Split 0001 To Message Prompt 0001",
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"timestamp": "2025-12-22T13:15:06.291Z",
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"timestamp": "2025-12-22T13:15:06.306Z",
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"timestamp": "2025-12-22T13:15:06.314Z",
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"timestamp": "2025-12-22T13:15:06.458Z",
"debugTitle": "Current conversation is cleared and new one is started based on external event",
"debugLevel": "Info",
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"timestamp": "2025-12-22T13:15:06.458Z",
"debugTitle": "Intent identified using external event",
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"timestamp": "2025-12-22T13:15:06.458Z",
"debugTitle": "Intent identified using external event is initiated",
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"timestamp": "2025-12-22T13:15:06.458Z",
"debugTitle": "Nlanalysis: ",
"debugLevel": "Info",
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"timestamp": "2025-12-22T13:15:06.458Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
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"timestamp": "2025-12-22T13:15:06.458Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "script node initiated",
"debugLevel": "Info",
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"timestamp": "2025-12-22T13:15:06.458Z",
"debugTitle": "Welcome_IVR_Flow",
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"timestamp": "2025-12-22T13:15:06.535Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution",
"debugLevel": "info",
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},
{
"timestamp": "2025-12-22T13:15:06.558Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "Secure logic score undefined",
"debugLevel": "Info",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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"timestamp": "2025-12-22T13:15:06.564Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "secureLogixFailurefalse",
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"timestamp": "2025-12-22T13:15:06.571Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "2222Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\n\nAre you here to report an issue related to Mac hardware or software?",
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"timestamp": "2025-12-22T13:15:06.627Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution successful",
"debugLevel": "info",
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"timestamp": "2025-12-22T13:15:06.888Z",
"debugTitle": "Debug Log Statement from welcomeAgent",
"debugMessage": "/////////////////",
"debugLevel": "Info",
"metaInfo": {
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{
"timestamp": "2025-12-22T13:15:06.905Z",
"debugTitle": "welcomeAgent",
"debugMessage": "PreProcessor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T13:15:06.667Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766409306434}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-31d38a38-3d5b-5aec-9999-f17872fc3f42\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 06:45:06 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\"},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":true,\"debugMessage\":\"welcomeAgent\",\"isLinkedBot\":false,\"contextId\":\"dcx-31d38a38-3d5b-5aec-9999-f17872fc3f42\"}",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:09.112Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Agent Node Request Response Details",
"debugLevel": "info",
"debugDetail": "{\"requsetBody\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. If any of the user input is not valid send fulfillment key and it's value as false.\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Hi\\\"}\"}],\"tools\":[{\"type\":\"function\",\"function\":{\"name\":\"callDuringWorkingHours\",\"description\":\"This tool should be called when the user doesn't agree to continue in English.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"assignQueueToLanguage\",\"description\":\"This tool is used to assign a queue based on the user's selected language.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"selectedLanguage\":{\"type\":\"string\",\"description\":\"This is the user's selected language. 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This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\\\n\\\\nAre you here to report an issue related to Mac hardware or software?\\\",\\\"conv_status\\\":\\\"ongoing\\\",\\\"entities\\\":[]}\",\"refusal\":null,\"annotations\":[]},\"logprobs\":null,\"finish_reason\":\"stop\"}],\"usage\":{\"prompt_tokens\":987,\"completion_tokens\":69,\"total_tokens\":1056,\"prompt_tokens_details\":{\"cached_tokens\":0,\"audio_tokens\":0},\"completion_tokens_details\":{\"reasoning_tokens\":0,\"audio_tokens\":0,\"accepted_prediction_tokens\":0,\"rejected_prediction_tokens\":0}},\"service_tier\":\"default\",\"system_fingerprint\":\"fp_a0e9480a2f\"},\"responseStatus\":200}",
"metaInfo": {
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:09.119Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Post Processor script intiated",
"debugLevel": "info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:09.130Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Post Processor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"{\\\"toolCalls\\\":[],\\\"bot\\\":\\\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\\\",\\\"conv_status\\\":\\\"ongoing\\\",\\\"entities\\\":[]}\",\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{}}",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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{
"timestamp": "2025-12-22T13:15:09.133Z",
"debugTitle": "welcomeAgent",
"debugMessage": "PostProcessor script initiated",
"debugLevel": "info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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{
"timestamp": "2025-12-22T13:15:09.214Z",
"debugTitle": "welcomeAgent",
"debugMessage": "PostProcessor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T13:15:06.899Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766409306434}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-31d38a38-3d5b-5aec-9999-f17872fc3f42\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 06:45:06 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. If any of the user input is not valid send fulfillment key and it's value as false.\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Hi\\\"}\"}],\"tools\":[{\"type\":\"function\",\"function\":{\"name\":\"callDuringWorkingHours\",\"description\":\"This tool should be called when the user doesn't agree to continue in English.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"assignQueueToLanguage\",\"description\":\"This tool is used to assign a queue based on the user's selected language.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"selectedLanguage\":{\"type\":\"string\",\"description\":\"This is the user's selected language. Allowed Languages: English, Spanish, Portuguese or Japanese.\"}},\"required\":[\"selectedLanguage\"]}}},{\"type\":\"function\",\"function\":{\"name\":\"speakLanguage\",\"description\":\"This tool is used to ask the user for entering their preferred language.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"outsideWorkingHour\",\"description\":\"This tool should be called when the user selected language is not English and the user has connected outside working hours.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"preferredLanguage\":{\"type\":\"string\",\"description\":\"This is the users selected language.\"}},\"required\":[\"preferredLanguage\"]}}},{\"type\":\"function\",\"function\":{\"name\":\"userIdentification\",\"description\":\"This tool is used to identify a user.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}}],\"tool_choice\":\"auto\"},\"AI_Assisted_Dialogs\":{\"welcomeAgent\":{\"entities\":[]},\"exit_scenario\":{\"conv_status\":\"ongoing\"},\"welcomeagent\":{\"entities\":[]},\"bot_response\":{\"bot\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\"}}},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":true,\"debugMessage\":\"welcomeAgent\",\"isLinkedBot\":false,\"contextId\":\"dcx-31d38a38-3d5b-5aec-9999-f17872fc3f42\"}",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:35.531Z",
"debugTitle": "Standard question 'Notify the user incase of session timeout' identified",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:35.531Z",
"debugTitle": "Welcome IVR Flow: Reached end of dialog",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:36.974Z",
"debugTitle": "Split0001",
"debugMessage": "Split Node Initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:36.974Z",
"debugTitle": "Split0001",
"debugMessage": "Split Node Initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:36.975Z",
"debugTitle": "Split0001",
"debugMessage": "Split Node Execution Completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:37.060Z",
"debugTitle": "Flow Transition",
"debugMessage": "Transitioning From Split 0001 To Message Prompt 0001",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:37.073Z",
"debugTitle": "MessagePrompt0001",
"debugMessage": "Message Prompt Node Initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:37.079Z",
"debugTitle": "MessagePrompt0001",
"debugMessage": "Waiting For Input From User",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T13:15:38.070Z",
"debugTitle": "MessagePrompt0001",
"debugMessage": "Message Prompt Node Execution Completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:38.140Z",
"debugTitle": "Flow Transition",
"debugMessage": "Transitioning From Message Prompt 0001 To Automation 0001",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:38.153Z",
"debugTitle": "Automation0001",
"debugMessage": "Automation Node Initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T13:15:38.159Z",
"debugTitle": "Automation0001",
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"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:38.315Z",
"debugTitle": "Intent identified using external event",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:38.315Z",
"debugTitle": "Nlanalysis: ",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:38.315Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:38.315Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:38.315Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "script node initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:38.315Z",
"debugTitle": "Current conversation is cleared and new one is started based on external event",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:38.315Z",
"debugTitle": "Intent identified using external event is initiated",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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{
"timestamp": "2025-12-22T13:15:38.407Z",
"debugTitle": "initWelcomeIntent",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:38.431Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "Secure logic score undefined",
"debugLevel": "Info",
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"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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{
"timestamp": "2025-12-22T13:15:38.437Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
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"timestamp": "2025-12-22T13:15:38.443Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "2222Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\n\nAre you here to report an issue related to Mac hardware or software?",
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"timestamp": "2025-12-22T13:15:38.452Z",
"debugTitle": "initWelcomeIntent",
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},
{
"timestamp": "2025-12-22T13:15:38.477Z",
"debugTitle": "Transitioning from initWelcomeIntent to welcomeAgent",
"debugLevel": "Info",
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"timestamp": "2025-12-22T13:15:38.477Z",
"debugTitle": "initWelcomeIntent",
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"debugLevel": "Info",
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}
},
{
"timestamp": "2025-12-22T13:15:38.477Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Async callback received",
"debugLevel": "Info",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
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{
"timestamp": "2025-12-22T13:15:38.681Z",
"debugTitle": "welcomeAgent",
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{
"timestamp": "2025-12-22T13:15:38.751Z",
"debugTitle": "Debug Log Statement from welcomeAgent",
"debugMessage": "/////////////////",
"debugLevel": "Info",
"metaInfo": {
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"timestamp": "2025-12-22T13:15:38.767Z",
"debugTitle": "welcomeAgent",
"debugMessage": "PreProcessor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T13:15:38.494Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766409338286}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-b82709ec-a62d-5512-b2ae-407dcd833d90\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 06:45:38 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\"},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":true,\"debugMessage\":\"welcomeAgent\",\"isLinkedBot\":false,\"contextId\":\"dcx-b82709ec-a62d-5512-b2ae-407dcd833d90\"}",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T13:15:40.862Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Agent Node Request Response Details",
"debugLevel": "info",
"debugDetail": "{\"requsetBody\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. 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Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better. Are you here to report an issue related to Mac hardware or software?\\\",\\\"conv_status\\\":\\\"ongoing\\\",\\\"entities\\\":[]}\",\"refusal\":null,\"annotations\":[]},\"logprobs\":null,\"finish_reason\":\"stop\"}],\"usage\":{\"prompt_tokens\":987,\"completion_tokens\":67,\"total_tokens\":1054,\"prompt_tokens_details\":{\"cached_tokens\":0,\"audio_tokens\":0},\"completion_tokens_details\":{\"reasoning_tokens\":0,\"audio_tokens\":0,\"accepted_prediction_tokens\":0,\"rejected_prediction_tokens\":0}},\"service_tier\":\"default\",\"system_fingerprint\":\"fp_a0e9480a2f\"},\"responseStatus\":200}",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T13:15:40.867Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Post Processor script intiated",
"debugLevel": "info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:15:40.876Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Post Processor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"{\\\"toolCalls\\\":[],\\\"bot\\\":\\\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better. Are you here to report an issue related to Mac hardware or software?\\\",\\\"conv_status\\\":\\\"ongoing\\\",\\\"entities\\\":[]}\",\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{}}",
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"timestamp": "2025-12-22T13:15:40.880Z",
"debugTitle": "welcomeAgent",
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"timestamp": "2025-12-22T13:15:40.962Z",
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"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T13:15:38.762Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766409338286}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-b82709ec-a62d-5512-b2ae-407dcd833d90\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. 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Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better. Are you here to report an issue related to Mac hardware or software?\"}}},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":true,\"debugMessage\":\"welcomeAgent\",\"isLinkedBot\":false,\"contextId\":\"dcx-b82709ec-a62d-5512-b2ae-407dcd833d90\"}",
"metaInfo": {
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{
"timestamp": "2025-12-22T13:24:25.409Z",
"debugTitle": "Welcome IVR Flow: Reached end of dialog",
"debugLevel": "Info",
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}
},
{
"timestamp": "2025-12-22T13:24:25.409Z",
"debugTitle": "Standard question 'Notify the user incase of session timeout' identified",
"debugLevel": "Info",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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{
"timestamp": "2025-12-22T13:24:26.785Z",
"debugTitle": "Split0001",
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"timestamp": "2025-12-22T13:24:26.786Z",
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{
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"timestamp": "2025-12-22T13:24:28.119Z",
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"timestamp": "2025-12-22T13:24:28.119Z",
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"timestamp": "2025-12-22T13:24:28.119Z",
"debugTitle": "Nlanalysis: ",
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"timestamp": "2025-12-22T13:24:28.119Z",
"debugTitle": "initWelcomeIntent",
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"timestamp": "2025-12-22T13:24:28.195Z",
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}
},
{
"timestamp": "2025-12-22T13:24:28.219Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "Secure logic score undefined",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T13:24:28.225Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "secureLogixFailurefalse",
"debugLevel": "Info",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T13:24:28.231Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "2222Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\n\nAre you here to report an issue related to Mac hardware or software?",
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},
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"timestamp": "2025-12-22T13:24:28.240Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution successful",
"debugLevel": "info",
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"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T13:24:28.276Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766409868090}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-de65fb22-540e-5f52-92b7-f743e4c36213\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 06:54:28 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\"},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":true,\"debugMessage\":\"welcomeAgent\",\"isLinkedBot\":false,\"contextId\":\"dcx-de65fb22-540e-5f52-92b7-f743e4c36213\"}",
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{
"timestamp": "2025-12-22T13:24:31.797Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Agent Node Request Response Details",
"debugLevel": "info",
"debugDetail": "{\"requsetBody\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. 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"timestamp": "2025-12-22T13:24:31.803Z",
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"timestamp": "2025-12-22T13:24:31.812Z",
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"debugDetail": "{\"title\":\" \",\"body\":\"{\\\"toolCalls\\\":[],\\\"bot\\\":\\\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\\\",\\\"conv_status\\\":\\\"ongoing\\\",\\\"entities\\\":[]}\",\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{}}",
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"timestamp": "2025-12-22T13:24:31.816Z",
"debugTitle": "welcomeAgent",
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"debugTitle": "welcomeAgent",
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This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 06:54:28 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. 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{
"timestamp": "2025-12-22T13:25:07.959Z",
"debugTitle": "Standard question 'Notify the user incase of session timeout' identified",
"debugLevel": "Info",
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"timestamp": "2025-12-22T13:25:07.959Z",
"debugTitle": "Welcome IVR Flow: Reached end of dialog",
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"timestamp": "2025-12-22T13:25:09.296Z",
"debugTitle": "Split0001",
"debugMessage": "Split Node Initiated",
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"timestamp": "2025-12-22T13:25:09.296Z",
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"timestamp": "2025-12-22T13:25:09.297Z",
"debugTitle": "Split0001",
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"timestamp": "2025-12-22T13:25:09.369Z",
"debugTitle": "Flow Transition",
"debugMessage": "Transitioning From Split 0001 To Message Prompt 0001",
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"timestamp": "2025-12-22T13:25:09.383Z",
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"timestamp": "2025-12-22T13:25:10.462Z",
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"timestamp": "2025-12-22T13:25:10.475Z",
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"timestamp": "2025-12-22T13:25:10.482Z",
"debugTitle": "Automation0001",
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"timestamp": "2025-12-22T13:25:10.645Z",
"debugTitle": "Current conversation is cleared and new one is started based on external event",
"debugLevel": "Info",
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"timestamp": "2025-12-22T13:25:10.645Z",
"debugTitle": "Intent identified using external event",
"debugLevel": "Info",
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"timestamp": "2025-12-22T13:25:10.645Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node initiated",
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"timestamp": "2025-12-22T13:25:10.645Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
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"timestamp": "2025-12-22T13:25:10.645Z",
"debugTitle": "Intent identified using external event is initiated",
"debugLevel": "Info",
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},
{
"timestamp": "2025-12-22T13:25:10.645Z",
"debugTitle": "Nlanalysis: ",
"debugLevel": "Info",
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}
},
{
"timestamp": "2025-12-22T13:25:10.645Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "script node initiated",
"debugLevel": "Info",
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"channel": "rtm",
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}
},
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"timestamp": "2025-12-22T13:25:10.740Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution",
"debugLevel": "info",
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"channel": "rtm",
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}
},
{
"timestamp": "2025-12-22T13:25:10.768Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "Secure logic score undefined",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
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"timestamp": "2025-12-22T13:25:10.774Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "secureLogixFailurefalse",
"debugLevel": "Info",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T13:25:10.780Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "2222Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\n\nAre you here to report an issue related to Mac hardware or software?",
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},
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"timestamp": "2025-12-22T13:25:10.789Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "Script node execution successful",
"debugLevel": "info",
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"timestamp": "2025-12-22T13:25:10.811Z",
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"timestamp": "2025-12-22T13:25:11.055Z",
"debugTitle": "Debug Log Statement from welcomeAgent",
"debugMessage": "/////////////////",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
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{
"timestamp": "2025-12-22T13:25:11.073Z",
"debugTitle": "welcomeAgent",
"debugMessage": "PreProcessor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T13:25:10.822Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766409910616}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-d38b50b3-6598-56a7-afbb-113ad2eb0aa0\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 06:55:11 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\"},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":true,\"debugMessage\":\"welcomeAgent\",\"isLinkedBot\":false,\"contextId\":\"dcx-d38b50b3-6598-56a7-afbb-113ad2eb0aa0\"}",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:25:14.017Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Agent Node Request Response Details",
"debugLevel": "info",
"debugDetail": "{\"requsetBody\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. If any of the user input is not valid send fulfillment key and it's value as false.\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Hi\\\"}\"}],\"tools\":[{\"type\":\"function\",\"function\":{\"name\":\"callDuringWorkingHours\",\"description\":\"This tool should be called when the user doesn't agree to continue in English.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"assignQueueToLanguage\",\"description\":\"This tool is used to assign a queue based on the user's selected language.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"selectedLanguage\":{\"type\":\"string\",\"description\":\"This is the user's selected language. 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This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\\\n\\\\nAre you here to report an issue related to Mac hardware or software?\\\",\\\"conv_status\\\":\\\"ongoing\\\",\\\"entities\\\":[]}\",\"refusal\":null,\"annotations\":[]},\"logprobs\":null,\"finish_reason\":\"stop\"}],\"usage\":{\"prompt_tokens\":987,\"completion_tokens\":69,\"total_tokens\":1056,\"prompt_tokens_details\":{\"cached_tokens\":0,\"audio_tokens\":0},\"completion_tokens_details\":{\"reasoning_tokens\":0,\"audio_tokens\":0,\"accepted_prediction_tokens\":0,\"rejected_prediction_tokens\":0}},\"service_tier\":\"default\",\"system_fingerprint\":\"fp_a0e9480a2f\"},\"responseStatus\":200}",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:25:14.022Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Post Processor script intiated",
"debugLevel": "info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:25:14.031Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Post Processor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"{\\\"toolCalls\\\":[],\\\"bot\\\":\\\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\\\",\\\"conv_status\\\":\\\"ongoing\\\",\\\"entities\\\":[]}\",\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{}}",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T13:25:14.034Z",
"debugTitle": "welcomeAgent",
"debugMessage": "PostProcessor script initiated",
"debugLevel": "info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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{
"timestamp": "2025-12-22T13:25:14.114Z",
"debugTitle": "welcomeAgent",
"debugMessage": "PostProcessor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T13:25:11.066Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766409910616}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-d38b50b3-6598-56a7-afbb-113ad2eb0aa0\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 06:55:11 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. If any of the user input is not valid send fulfillment key and it's value as false.\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Hi\\\"}\"}],\"tools\":[{\"type\":\"function\",\"function\":{\"name\":\"callDuringWorkingHours\",\"description\":\"This tool should be called when the user doesn't agree to continue in English.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"assignQueueToLanguage\",\"description\":\"This tool is used to assign a queue based on the user's selected language.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"selectedLanguage\":{\"type\":\"string\",\"description\":\"This is the user's selected language. Allowed Languages: English, Spanish, Portuguese or Japanese.\"}},\"required\":[\"selectedLanguage\"]}}},{\"type\":\"function\",\"function\":{\"name\":\"speakLanguage\",\"description\":\"This tool is used to ask the user for entering their preferred language.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"outsideWorkingHour\",\"description\":\"This tool should be called when the user selected language is not English and the user has connected outside working hours.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"preferredLanguage\":{\"type\":\"string\",\"description\":\"This is the users selected language.\"}},\"required\":[\"preferredLanguage\"]}}},{\"type\":\"function\",\"function\":{\"name\":\"userIdentification\",\"description\":\"This tool is used to identify a user.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}}],\"tool_choice\":\"auto\"},\"AI_Assisted_Dialogs\":{\"welcomeAgent\":{\"entities\":[]},\"exit_scenario\":{\"conv_status\":\"ongoing\"},\"welcomeagent\":{\"entities\":[]},\"bot_response\":{\"bot\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\"}}},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":true,\"debugMessage\":\"welcomeAgent\",\"isLinkedBot\":false,\"contextId\":\"dcx-d38b50b3-6598-56a7-afbb-113ad2eb0aa0\"}",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:40:59.826Z",
"debugTitle": "Welcome IVR Flow: Reached end of dialog",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T13:40:59.826Z",
"debugTitle": "Standard question 'Notify the user incase of session timeout' identified",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:53.485Z",
"debugTitle": "Standard question 'Notify the user incase of session timeout' identified",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:55.854Z",
"debugTitle": "Split0001",
"debugMessage": "Split Node Initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:55.854Z",
"debugTitle": "Split0001",
"debugMessage": "Split Node Initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:55.854Z",
"debugTitle": "Split0001",
"debugMessage": "Split Node Execution Completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:55.936Z",
"debugTitle": "Flow Transition",
"debugMessage": "Transitioning From Split 0001 To Message Prompt 0001",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:55.949Z",
"debugTitle": "MessagePrompt0001",
"debugMessage": "Message Prompt Node Initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:55.953Z",
"debugTitle": "MessagePrompt0001",
"debugMessage": "Waiting For Input From User",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:56.192Z",
"debugTitle": "MessagePrompt0001",
"debugMessage": "Message Prompt Node Execution Completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:56.262Z",
"debugTitle": "Flow Transition",
"debugMessage": "Transitioning From Message Prompt 0001 To Automation 0001",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:56.280Z",
"debugTitle": "Automation0001",
"debugMessage": "Automation Node Initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:56.288Z",
"debugTitle": "Automation0001",
"debugMessage": "Waiting For Input From User",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:56.500Z",
"debugTitle": "Intent identified using external event",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:56.500Z",
"debugTitle": "Current conversation is cleared and new one is started based on external event",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:56.500Z",
"debugTitle": "Nlanalysis: ",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:56.500Z",
"debugTitle": "Intent identified using external event is initiated",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:56.500Z",
"debugTitle": "Welcome_IVR_Flow",
"debugMessage": "intent node processing is completed",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:02:56.500Z",
"debugTitle": "initWelcomeIntent",
"debugMessage": "script node initiated",
"debugLevel": "Info",
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"timestamp": "2025-12-22T14:02:56.500Z",
"debugTitle": "Welcome_IVR_Flow",
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"timestamp": "2025-12-22T14:02:56.570Z",
"debugTitle": "initWelcomeIntent",
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{
"timestamp": "2025-12-22T14:02:56.595Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "Secure logic score undefined",
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{
"timestamp": "2025-12-22T14:02:56.599Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
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"timestamp": "2025-12-22T14:02:56.602Z",
"debugTitle": "Debug Log Statement from initWelcomeIntent",
"debugMessage": "2222Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\n\nAre you here to report an issue related to Mac hardware or software?",
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"timestamp": "2025-12-22T14:02:56.609Z",
"debugTitle": "initWelcomeIntent",
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"timestamp": "2025-12-22T14:02:56.644Z",
"debugTitle": "initWelcomeIntent",
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"timestamp": "2025-12-22T14:02:56.644Z",
"debugTitle": "Transitioning from initWelcomeIntent to welcomeAgent",
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"timestamp": "2025-12-22T14:02:56.644Z",
"debugTitle": "welcomeAgent",
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"timestamp": "2025-12-22T14:02:56.840Z",
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"timestamp": "2025-12-22T14:02:56.908Z",
"debugTitle": "Debug Log Statement from welcomeAgent",
"debugMessage": "/////////////////",
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"timestamp": "2025-12-22T14:02:56.959Z",
"debugTitle": "welcomeAgent",
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"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T14:02:56.653Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766412176459}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-6dfb6921-5307-577b-8319-f4efeb92bcdf\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 07:32:56 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\"},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":true,\"debugMessage\":\"welcomeAgent\",\"isLinkedBot\":false,\"contextId\":\"dcx-6dfb6921-5307-577b-8319-f4efeb92bcdf\"}",
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{
"timestamp": "2025-12-22T14:02:59.384Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Agent Node Request Response Details",
"debugLevel": "info",
"debugDetail": "{\"requsetBody\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. 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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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"timestamp": "2025-12-22T14:02:59.387Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Post Processor script intiated",
"debugLevel": "info",
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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"timestamp": "2025-12-22T14:02:59.396Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Post Processor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"{\\\"toolCalls\\\":[],\\\"bot\\\":\\\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\\\",\\\"conv_status\\\":\\\"ongoing\\\",\\\"entities\\\":[]}\",\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{}}",
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"timestamp": "2025-12-22T14:02:59.400Z",
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"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T14:02:56.948Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766412176459}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-6dfb6921-5307-577b-8319-f4efeb92bcdf\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 07:32:56 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. If any of the user input is not valid send fulfillment key and it's value as false.\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Hi\\\"}\"}],\"tools\":[{\"type\":\"function\",\"function\":{\"name\":\"callDuringWorkingHours\",\"description\":\"This tool should be called when the user doesn't agree to continue in English.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"assignQueueToLanguage\",\"description\":\"This tool is used to assign a queue based on the user's selected language.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"selectedLanguage\":{\"type\":\"string\",\"description\":\"This is the user's selected language. Allowed Languages: English, Spanish, Portuguese or Japanese.\"}},\"required\":[\"selectedLanguage\"]}}},{\"type\":\"function\",\"function\":{\"name\":\"speakLanguage\",\"description\":\"This tool is used to ask the user for entering their preferred language.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"outsideWorkingHour\",\"description\":\"This tool should be called when the user selected language is not English and the user has connected outside working hours.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"preferredLanguage\":{\"type\":\"string\",\"description\":\"This is the users selected language.\"}},\"required\":[\"preferredLanguage\"]}}},{\"type\":\"function\",\"function\":{\"name\":\"userIdentification\",\"description\":\"This tool is used to identify a user.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}}],\"tool_choice\":\"auto\"},\"AI_Assisted_Dialogs\":{\"welcomeAgent\":{\"entities\":[]},\"exit_scenario\":{\"conv_status\":\"ongoing\"},\"welcomeagent\":{\"entities\":[]},\"bot_response\":{\"bot\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\"}}},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":true,\"debugMessage\":\"welcomeAgent\",\"isLinkedBot\":false,\"contextId\":\"dcx-6dfb6921-5307-577b-8319-f4efeb92bcdf\"}",
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"timestamp": "2025-12-22T14:03:03.423Z",
"debugTitle": "User input 'No' is sent to the BotKit",
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{
"timestamp": "2025-12-22T14:03:03.549Z",
"debugTitle": "Input 'No' is received from the BotKit",
"debugLevel": "info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T14:03:04.705Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Agent Node Request Response Details",
"debugLevel": "info",
"debugDetail": "{\"requsetBody\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - Monday, December 22, 2025 at 07:32:56 PM GMT+5:30\\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. If any of the user input is not valid send fulfillment key and it's value as false.\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Hi\\\"}\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\\\"}\"},{\"role\":\"user\",\"content\":\"No\"}],\"tools\":[{\"type\":\"function\",\"function\":{\"name\":\"callDuringWorkingHours\",\"description\":\"This tool should be called when the user doesn't agree to continue in English.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"assignQueueToLanguage\",\"description\":\"This tool is used to assign a queue based on the user's selected language.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"selectedLanguage\":{\"type\":\"string\",\"description\":\"This is the user's selected language. 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"metaInfo": {
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T14:03:04.709Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Post Processor script intiated",
"debugLevel": "info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:03:04.739Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Post Processor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"{\\\"toolCalls\\\":[{\\\"toolCallId\\\":\\\"call_6ir0H29XJsr3KCj2AtYdXWdd\\\",\\\"toolName\\\":\\\"userIdentification\\\",\\\"args\\\":\\\"{}\\\"}],\\\"bot\\\":\\\"\\\",\\\"entities\\\":[],\\\"conv_status\\\":\\\"ongoing\\\"}\",\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{}}",
"metaInfo": {
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},
{
"timestamp": "2025-12-22T14:03:04.742Z",
"debugTitle": "welcomeAgent",
"debugMessage": "PostProcessor script initiated",
"debugLevel": "info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T14:03:04.832Z",
"debugTitle": "welcomeAgent",
"debugMessage": "PostProcessor script execution successful",
"debugLevel": "info",
"debugDetail": "{\"title\":\" \",\"body\":\"\",\"updatedContext\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T14:02:59.479Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-scr-a42ed61f-b2f2-4627-bcc8-e674314ac31f\",\"currentNodeName\":\"initWelcomeIntent\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766412176459}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"script\",\"contextId\":\"dcx-6dfb6921-5307-577b-8319-f4efeb92bcdf\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 07:32:56 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. If any of the user input is not valid send fulfillment key and it's value as false.\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Hi\\\"}\"},{\"role\":\"assistant\",\"content\":\"{\\\"bot\\\": \\\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\\\"}\"},{\"role\":\"user\",\"content\":\"No\"}],\"tools\":[{\"type\":\"function\",\"function\":{\"name\":\"callDuringWorkingHours\",\"description\":\"This tool should be called when the user doesn't agree to continue in English.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"assignQueueToLanguage\",\"description\":\"This tool is used to assign a queue based on the user's selected language.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"selectedLanguage\":{\"type\":\"string\",\"description\":\"This is the user's selected language. Allowed Languages: English, Spanish, Portuguese or Japanese.\"}},\"required\":[\"selectedLanguage\"]}}},{\"type\":\"function\",\"function\":{\"name\":\"speakLanguage\",\"description\":\"This tool is used to ask the user for entering their preferred language.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"outsideWorkingHour\",\"description\":\"This tool should be called when the user selected language is not English and the user has connected outside working hours.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"preferredLanguage\":{\"type\":\"string\",\"description\":\"This is the users selected language.\"}},\"required\":[\"preferredLanguage\"]}}},{\"type\":\"function\",\"function\":{\"name\":\"userIdentification\",\"description\":\"This tool is used to identify a user.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}}],\"tool_choice\":\"auto\"},\"AI_Assisted_Dialogs\":{\"welcomeAgent\":{\"entities\":[]},\"exit_scenario\":{\"conv_status\":\"ongoing\"},\"welcomeagent\":{\"entities\":[]},\"bot_response\":{\"bot\":\"\"}},\"suggestedLanguages\":[\"cs\",\"es\",\"fi\",\"hr\",\"it\",\"pl\",\"pt\",\"sk\",\"sl\"]},\"metaTags\":{\"UserLevelTags\":[],\"SessionLevelTags\":[],\"MessageLevelTags\":[],\"referenceLevelTags\":[]},\"contextTags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"],\"removeContextTags\":[],\"debugLogs\":[],\"textTranslations\":[],\"tokenIdpsToExpire\":[],\"clearAllAuthTokens\":false,\"channelActions\":{},\"isDeveloper\":true,\"debugMessage\":\"welcomeAgent\",\"channelUId\":\"daniel.jonnakuti-e@kore.com\",\"isLinkedBot\":false,\"contextId\":\"dcx-6dfb6921-5307-577b-8319-f4efeb92bcdf\"}",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T14:03:04.877Z",
"debugTitle": "userIdentification",
"debugMessage": "Tool Execution Initiated",
"debugLevel": "info",
"debugDetail": "{\"toolCall\":{\"type\":\"tool-call\",\"toolCallId\":\"call_6ir0H29XJsr3KCj2AtYdXWdd\",\"toolName\":\"userIdentification\",\"args\":{}}}",
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"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
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},
{
"timestamp": "2025-12-22T14:03:04.893Z",
"debugTitle": "userIdentification",
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"debugLevel": "info",
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{
"timestamp": "2025-12-22T14:03:04.966Z",
"debugTitle": "welcomeAgent",
"debugMessage": "Async callback received",
"debugLevel": "Info",
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"channel": "rtm",
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{
"timestamp": "2025-12-22T14:03:04.966Z",
"debugTitle": "Transitioning from welcomeAgent to as user select specific node while genAI node function calling jump to node triggered",
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{
"timestamp": "2025-12-22T14:03:04.966Z",
"debugTitle": "GetEmaToken",
"debugMessage": "SDKWebHook node initiated",
"debugLevel": "Info",
"metaInfo": {
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{
"timestamp": "2025-12-22T14:03:05.027Z",
"debugTitle": "GetEmaToken",
"debugMessage": "Calling the webhook node",
"debugLevel": "info",
"debugDetail": "{\"piiDataEnabled\":false,\"isSensitive\":false,\"isTransient\":false,\"preConditions\":[],\"spellcorrectThreshold\":0,\"entityFields\":{\"cityAdvanced\":[]},\"webhookTimeout\":4,\"refId\":\"9f619d8d-bbbe-5ae9-9340-cb5dfc874247\",\"editLocked\":false,\"vNameSpace\":[],\"useTaskLevelNs\":true,\"parentId\":\"dc-946b9ee0-4564-5625-bb69-3278acdc05fc\",\"label\":\"GetEmaToken\",\"context\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T14:03:04.975Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-whk-d26f6c88-7e7a-41fb-8899-a6367fbf6e09\",\"currentNodeName\":\"GetEmaToken\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766412176459}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"SDKWebHook\",\"contextId\":\"dcx-6dfb6921-5307-577b-8319-f4efeb92bcdf\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 07:32:56 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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We’ve upgraded our phone menu to a conversational experience to serve you better.Are you here to report an issue related to Mac hardware or software?\\\"}\"},{\"role\":\"user\",\"content\":\"No\"}],\"tools\":[{\"type\":\"function\",\"function\":{\"name\":\"callDuringWorkingHours\",\"description\":\"This tool should be called when the user doesn't agree to continue in English.\",\"parameters\":{\"type\":\"object\",\"properties\":{},\"required\":[]}}},{\"type\":\"function\",\"function\":{\"name\":\"assignQueueToLanguage\",\"description\":\"This tool is used to assign a queue based on the user's selected language.\",\"parameters\":{\"type\":\"object\",\"properties\":{\"selectedLanguage\":{\"type\":\"string\",\"description\":\"This is the user's selected language. 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You can still talk to the bot via Web/Mobile Client, AgentAssist, SmartAssist, SmartAssist Gateway.\",\"activeChannels\":\"Web/Mobile Client,AgentAssist,SmartAssist,SmartAssist Gateway.\",\"streamId\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"tokens\":[],\"__userInputTime\":\"2025-12-22T14:03:03.292Z\",\"__loopCount\":0,\"agentDesktopMeta\":{\"pagesVisited\":[{\"page\":\"Kore.ai Web Client\",\"timestamp\":\"2025-11-13T13:00:18.796Z\",\"timespent\":3373364259,\"domain\":\"platform.kore.ai\"}]},\"userId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa\",\"requestId\":\"ms-a455e3f2-49ba-5d2a-a0e7-2ea7d3500287\",\"botLanguage\":\"en\",\"requestContext\":{\"isRuntime\":true,\"isBB\":true},\"sessionId\":\"69494f8dfeda234b3a1fd188\"}],\"isReturningUser\":false,\"conversationSessionId\":\"69494f8dfeda234b3a1fd188\",\"_metaInfo\":{},\"lastMessage\":{\"channel\":\"rtm\",\"messagePayload\":{\"clientMessageId\":1766412183049,\"resourceid\":\"/bot.message\",\"message\":{\"body\":\"No\"},\"isDebugging\":true,\"type\":\"user\",\"subDebugs\":[],\"agentDesktopMeta\":{\"pagesVisited\":[{\"page\":\"Kore.ai Web Client\",\"timestamp\":\"2025-11-13T13:00:18.796Z\",\"timespent\":3373364259,\"domain\":\"platform.kore.ai\"}]},\"botInfo\":{\"chatBot\":\"Metlife Test Bot\",\"taskBotId\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"customData\":[{\"callFlowState\":\"configured\"}],\"uiVersion\":\"v3\",\"hostDomain\":\"https://platform.kore.ai\",\"os\":\"Windows\"},\"client\":\"botbuilder\",\"meta\":{\"timezone\":\"Asia/Kolkata\",\"locale\":\"en-US\"},\"id\":1766412183049}},\"isReturn24hCC\":false},\"opts\":{\"userId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa\",\"streamId\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\"}}}}",
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{
"timestamp": "2025-12-22T14:03:05.042Z",
"debugTitle": "GetEmaToken",
"debugMessage": "Calling the webhook node",
"debugLevel": "info",
"debugDetail": "{\"piiDataEnabled\":false,\"isSensitive\":false,\"isTransient\":false,\"preConditions\":[],\"spellcorrectThreshold\":0,\"entityFields\":{\"cityAdvanced\":[]},\"webhookTimeout\":4,\"refId\":\"9f619d8d-bbbe-5ae9-9340-cb5dfc874247\",\"editLocked\":false,\"vNameSpace\":[],\"useTaskLevelNs\":true,\"parentId\":\"dc-946b9ee0-4564-5625-bb69-3278acdc05fc\",\"label\":\"GetEmaToken\",\"context\":{\"bot\":\"Metlife Test Bot\",\"botid\":\"st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"taskid\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\",\"intent\":\"Welcome IVR Flow\",\"intentType\":\"dialog\",\"intentDescription\":\"The first IVR interaction that greets callers, identifies the intent, and directs them to the appropriate service path.\",\"invocationSource\":{\"type\":\"nlMeta\"},\"entities\":{},\"entityErrorCount\":{},\"amendEntities\":{},\"history\":[],\"updatedOn\":\"2025-12-22T14:03:04.975Z\",\"intentName\":\"Welcome_IVR_Flow\",\"currentNodeId\":\"nd-whk-d26f6c88-7e7a-41fb-8899-a6367fbf6e09\",\"currentNodeName\":\"GetEmaToken\",\"currentLanguage\":\"en\",\"onHoldTasks\":[],\"currentTraits\":[],\"userInputs\":{\"originalInput\":{\"sentence\":null,\"sentenceType\":\"statement\",\"timestamp\":1766412176459}},\"currentTags\":{\"tags\":[\"Welcome IVR Flow\",\"Welcome_IVR_Flow\"]},\"NLAnalysis\":{\"userInput\":null,\"intents\":{}},\"ccId\":\"u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa:st-1ce792c9-cd4e-50e0-8f1b-6cb543c41e20\",\"previousNodeId\":\"nd-ais-880b9376-567d-4b87-a18f-8741b92a00d6\",\"previousNodeName\":\"welcomeAgent\",\"currentNodeType\":\"SDKWebHook\",\"contextId\":\"dcx-6dfb6921-5307-577b-8319-f4efeb92bcdf\",\"secureLogixFailure\":false,\"welcomeMessage\":\"Thank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\",\"traversedIntents\":[{\"name\":\"Welcome IVR Flow\",\"dialogId\":\"dg-d0d2e241-4620-528f-9c14-a2eae29ccb07\"}],\"currentTimeAndDay\":\"Monday, December 22, 2025 at 07:32:56 PM GMT+5:30\",\"calledSpeakLanguage\":\"Successfully called speakLanguage Tool. Waiting for user input.\",\"payloadFields\":{\"model\":\"gpt-4o\",\"temperature\":0.5,\"top_p\":1,\"frequency_penalty\":0,\"presence_penalty\":0,\"stream\":false,\"messages\":[{\"role\":\"system\",\"content\":\"You are a virtual assistant representing an enterprise business. Act professionally at all times and do not engage in abusive language or non-business-related conversations. \\nROLE:\\nAct as a welcome agent who is responsible to welcome users.\\n\\nINSTRUCTIONS:\\nSTEP 1:\\nRespond to the user with:\\nThank you for calling the MetLife IT Service Desk. This call may be monitored or recorded for quality and training purposes. We’ve upgraded our phone menu to a conversational experience to serve you better.\\n\\nAre you here to report an issue related to Mac hardware or software?\\n\\nSTEP 2:\\nIf the user agrees, Go to step 3.\\nElse If the user enters 9, set the captureADA value to 1 and END the conversation.\\nElse If the user enters a number other than 9, go back to step 1.\\nElse if the user disagrees, call the userIdentification tool.\\n\\nSTEP 3:\\nCall the speakLanguage tool.\\n\\nSTEP 4:\\nWhen identifying the user’s selected language, do NOT detect the language of the message. Instead, infer the language the user wants to communicate in based on keywords like “spanish”, “portuguese”, “japanese”, etc. The user may type these keywords in English, and that should still count as selecting that language.\\n\\nMatch language keywords:\\n- \\\"english\\\" → English\\n- \\\"spanish\\\", \\\"español\\\", \\\"espanyol\\\" → Spanish\\n- \\\"portuguese\\\", \\\"português\\\", \\\"portugues\\\" → Portuguese\\n- \\\"japanese\\\", \\\"nihongo\\\", \\\"日本語\\\" → Japanese\\n\\nLanguages allowed (English, Spanish, Portuguese and Japanese).\\nIf the user selects a language other than the allowed Languages, then GO TO STEP 3.\\n\\nIf the user responds back in English or chooses English, go to Step 7.\\nElse If selected language is Spanish, Portuguese or Japanese. Check the working hours.\\nAllowed working hours - Monday to Friday, from 8AM to 10PM.\\nCurrent Day and time - \\nIf the user has connected within the working hours, go to STEP 7. Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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Else do not respond back to the user and go to Step 5.\\n\\nSTEP 5:\\nIf the user has connected outside the working hours, call the outsideWorkingHour tool, which asks the user if they would like to continue in English.\\n\\nSTEP 6:\\nIf the user agrees to continue in English, call the assignQueueToLanguage tool with selectedLanguage as English.\\nIf the user doesn't agree to continue in English, call the callDuringWorkingHours tool.\\n\\nSTEP 7:\\nCall the assignQueueToLanguage tool with selectedLanguage as English.\\n\\nRULES:\\nALWAYS begin the conversation from STEP 1.\\n\\nIf the user enters 9, during the conversation, set the captureADA value to 1 and END the conversation.\\nElse if the user ENTERS any number other than 9, go to STEP 1.\\nElse set captureADA value to 0 and continue.\\n Your task is to collect entities from user input and conversation history. \\n Entities to collect: captureADA. \\nBusiness rules for entity collection: \\n.\\nInstructions: \\n- Capture all mentioned entities.\\n- Do not prompt for entities that have already been provided.\\n- Generate appropriate prompts to collect unfulfilled entities only in English Language and keep the entities collected in the Original Language.\\n- Keep prompts and messages voice-friendly.\\nOutput format: \\n STRICTLY RETURN A JSON OBJECT WITH THE FOLLOWING STRUCTURE:\\n{\\\"bot\\\": \\\"prompt to collect unfulfilled entities\\\", \\\"conv_status\\\": \\\"ongoing\\\" or \\\"ended\\\", \\\"entities\\\": [{key1: value1, key2: value2, ...}]}.\\nConversation status:\\nMark conv_status as 'ended' when all entity values are captured or if any of the following scenarios are met: \\n\\n- Otherwise, set conv_status as 'ongoing'. 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},
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},
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"debugTitle": "CreateEmaConversation",
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"timestamp": "2025-12-22T14:03:06.437Z",
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}
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{
"timestamp": "2025-12-22T14:03:06.437Z",
"debugTitle": "Transitioning from CreateEmaConversation to UserEntitlementQuestion",
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"debugTitle": "UserEntitlementQuestion",
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}
},
{
"timestamp": "2025-12-22T14:03:06.671Z",
"debugTitle": "UserEntitlementQuestion",
"debugMessage": "User prompt parsing successful",
"debugLevel": "info",
"debugDetail": "Could you please provide your Global Employee ID (G E I D), your first name and last name and your email address",
"metaInfo": {
"channel": "rtm",
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},
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"timestamp": "2025-12-22T14:03:13.775Z",
"debugTitle": "User input '3671156 Linda Washington' is sent to the BotKit",
"debugLevel": "info",
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},
{
"timestamp": "2025-12-22T14:03:22.352Z",
"debugTitle": "Input 'Thank you. I have Global Employee ID as 3671156, First Name as Linda, and Last Name as Washington. Is that correct?' is received from the BotKit",
"debugLevel": "info",
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"timestamp": "2025-12-22T14:03:22.678Z",
"debugTitle": "UserEntitlementQuestion",
"debugMessage": "Received input from user: Thank you. I have Global Employee ID as 3671156, First Name as Linda, and Last Name as Washington. Is that correct?",
"debugLevel": "Info",
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},
{
"timestamp": "2025-12-22T14:03:22.678Z",
"debugTitle": "Nlanalysis: [] ",
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"debugTitle": "small talk",
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}
},
{
"timestamp": "2025-12-22T14:03:28.211Z",
"debugTitle": "User input 'Yeah' is sent to the BotKit",
"debugLevel": "info",
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"timestamp": "2025-12-22T14:03:45.928Z",
"debugTitle": "Input 'Default AgentTransfer' is received from the BotKit",
"debugLevel": "info",
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"timestamp": "2025-12-22T14:03:46.151Z",
"debugTitle": "Current conversation is cleared and new one is started based on external event",
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"timestamp": "2025-12-22T14:03:46.151Z",
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"debugTitle": "Nlanalysis: ",
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"metaInfo": {
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},
{
"timestamp": "2025-12-22T14:03:46.313Z",
"debugTitle": "agentTransfer",
"debugMessage": "Bot response parsing successful",
"debugLevel": "info",
"debugDetail": "I'm sorry, but I am currently unable to retrieve your details due to a technical issue. I will transfer your call to a human agent who can assist you further. Please hold on for a moment. Transferred to 15000036006",
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}
},
{
"timestamp": "2025-12-22T14:03:49.222Z",
"debugTitle": "Default AgentTransfer: Reached end of dialog",
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"metaInfo": {
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"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:03:49.222Z",
"debugTitle": "agentTransfer",
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"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:03:49.222Z",
"debugTitle": "Nlanalysis: ",
"debugLevel": "Info",
"metaInfo": {
"channel": "rtm",
"identity": "u-c5bfe2af-49f2-58a7-8d10-d08abbcb8afa"
}
},
{
"timestamp": "2025-12-22T14:03:49.222Z",
"debugTitle": "End of task event is initiated",
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},
{
"timestamp": "2025-12-22T14:03:49.222Z",
"debugTitle": "Fallback_Task",
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]