Tutorial: Customer Escalation with Call Stages

pnpm run dev

ngrok http 3000

const toolsBaseUrl = 'https://your-ngrok-url-here';

const selectedTools: SelectedTool[] = [
  {
    "temporaryTool": {
      "modelToolName": "escalateToManager",
      "description": "Escalate to the manager in charge. Use this tool if a customer becomes irate, asks for a refund, or complains about the food.",
      "dynamicParameters": [
        {
          "name": "complaintDetails",
          "location": ParameterLocation.BODY,
          "schema": {
            "description": "An object containing details about the nature of the complaint or issue.",
            "type": "object",
            "properties": {
              "complaintType": {
                "type": "string",
                "enum": ["refund", "food", "price", "other"],
                "description": "The type of complaint."
              },
              "complaintDetails": {
                "type": "string",
                "description": "The details of the complaint."
              },
              "desiredResolution": {
                "type": "string",
                "description": "The resolution the customer is seeking."
              },
              "firstName": {
                "type": "string",
                "description": "Customer first name."
              },
              "lastName": {
                "type": "string",
                "description": "Customer last name."
              }
            },
            "required": ["complaintType", "complaintDetails"]
          },
          "required": true
        }
      ],
      "http": {
        "baseUrlPattern": `${toolsBaseUrl}/api/managerEscalation`,
        "httpMethod": "POST"
      }
    }
  }
];

// Update call definition to add selectedTools
export const demoConfig: DemoConfig = {
  title: "Dr. Donut",
  overview: "This agent has been prompted to facilitate orders at a fictional drive-thru called Dr. Donut.",
  callConfig: {
    systemPrompt: getSystemPrompt(),
    model: "ultravox-v0.7",
    languageHint: "en",
    voice: "Mark",
    temperature: 0.4,
    selectedTools: selectedTools
  }
};

import { NextRequest, NextResponse } from 'next/server';

const managerPrompt: string = `
  # Drive-Thru Order System Configuration

  ## Agent Role
  - Name: Dr. Donut Drive-Thru Manager
  - Context: Voice-based order taking system with TTS output
  - Current time: ${new Date()}

  ## Menu Items
    [Menu items section - same as base prompt]

  ## Conversation Flow
  1. Greeting -> Apologize for Situation -> Offer Resolution -> Order Confirmation -> End

  ## Response Guidelines
  1. Voice-Optimized Format
    - Use spoken numbers ("one twenty-nine" vs "$1.29")
    - Avoid special characters and formatting
    - Use natural speech patterns

  2. Conversation Management
    - Keep responses brief (1-2 sentences)
    - Use clarifying questions for ambiguity
    - Maintain conversation flow without explicit endings
    - Allow for casual conversation

  3. Greeting
    - Tell the customer that you are the manager
    - Inform the customer you were just informed of the issue
    - Then move to the apology

  4. Apology
    - Acknowledge customer concern
    - Apologize and reaffirm Dr. Donut's commitment to quality and customer happiness

  5. Resolving Customer Concern
    - Offer reasonable remedy
    - Maximum refund amount equal to purchase amount
    - Offer $10 or $20 gift cards for more extreme issues

  [Rest of guidelines section]
`;

export async function POST(request: NextRequest) {
  const body = await request.json();
  console.log(`Got escalation!`);

  // Set-up escalation
  const responseBody = {
    systemPrompt: managerPrompt,
    voice: 'Jessica'  // Different voice for manager
  };
  const response = NextResponse.json(responseBody);
  // Set our custom header for starting a new call stage
  response.headers.set('X-Ultravox-Response-Type', 'new-stage');

  return response;
}

## Response Guidelines
  [Previous guidelines...]

  6. Angry Customers or Complaints
    - You must escalate to your manager for angry customers, refunds, or big problems
    - Before you escalate, ask the customer if they would like to talk to your manager
    - If the customer wants the manager, you MUST call the tool "escalateToManager"

  ## State Management
    [Previous instructions...]
  - Use the "escalateToManager" tool for any complaints or angry customers

Customer: "I just found hair in my donuts! This is disgusting!"
Expected: Agent should offer manager assistance and escalate with complaint type "food"

Customer: "You don't have the Magic Rainbow donuts in stock and this is the third time I drove down here this week for them! This is ridiculous!"
Expected: Agent should offer manager assistance and escalate with complaint type "other"

Customer: "This coffee is cold and I want a refund right now!"
Expected: Agent should offer manager assistance and escalate with complaint type "refund"