What the agent says while it looks something up

Open the tool: in the menu on the left, click Tools & Actions, then Tools, click the tool, then the Messages tab. The RAG, SMS and Call Transfer pages have a Messages tab that works the same way.

If the tab is empty, AlloMia adds nothing while the request runs, and the patient may hear a pause. The agent may still say something in its own words.

• Request Start: said when the request starts. Under Message Configuration, choose Default (the agent says something like “One moment please” in the caller’s language), Custom (your own words) or None.
• Request Response Delayed: said if your software still hasn’t answered after the delay you set, counted from when the request is sent.
• Request Complete: said when your software answers without an error, just before the agent gives the answer.
• Request Failed: said when the request fails: an error status (400 or higher), no answer within the tool’s Timeout, or no connection.

Apart from a Default start message, every message is said word for word. A message with no text says nothing.

1. On the Messages tab, click Add Message and choose the kind of message.
2. For Request Start, choose Default, None or Custom under Message Configuration. With Custom, replace the sample text in Custom Message Content with your own words.
3. For the other kinds, type the words in Message Content. For Request Response Delayed, also set Delay (milliseconds): 3000 is 3 seconds, a good start. A shorter delay plays the message even when your software is only a little slow.
4. Click Save Settings. Calls that start after that use the messages.

This switch is on Request Start only. When it’s on, the agent finishes its sentence before AlloMia sends the request. When it’s off, the request is sent while the agent speaks, so the answer comes sooner. Leave it off unless the patient must hear the whole sentence first.

A message can have conditions, based on the values the agent filled in for the tool’s variables.

1. In the message, click Add Condition.
2. Type the variable’s name exactly as on the Connection tab, choose an operator (Equal, Not Equal, Greater Than or Less Than) and type the value to compare.
3. Click Save Settings.

• Equal and Not Equal compare text exactly, capitals included. Greater Than and Less Than compare numbers.
• When a message has several conditions, all of them must be true.
• When two messages of the same kind both match, only one is said. Give them conditions that don’t overlap.

Example, for a tool with a visitType variable: a Request Start message with the condition visitType Equal vaccination says “One moment, I’m checking the vaccination clinic.” A second one, with visitType Not Equal vaccination, says “One moment, I’m checking the schedule.”

• Request Start, Custom: “One moment, I’m checking the schedule.”
• Request Response Delayed, 3000 ms: “Thanks for waiting, I’m still looking.”
• Request Failed: “Sorry, I can’t check the schedule right now.”
• Request Complete: usually leave it out. The agent gives the answer right away.

For an agent that speaks French: “Un instant, je vérifie l’horaire.”, “Merci de patienter, je cherche encore.” and “Malheureusement, je ne peux pas consulter l’horaire pour le moment.”

Tips:

• Keep each message to one short sentence.
• Say what you’re doing for the patient (“checking the schedule”), not how (“calling the API”).
• Don’t promise a result before you have it.
• Custom messages are said exactly as written, in the language you wrote them. If your agent takes calls in English and French, choose Default for Request Start: it follows the caller’s language. Leave the other messages out, or write them in both languages.
• In the agent’s instructions, say what to do after a failure, for example offer a call back. See Writing instructions for your AI agent.

1. Click Save Settings.
2. On the AI agent, click Speak with Agent and ask something that uses the tool. Listen for your messages. See Trying your AI agent yourself.

The Test Tool button on the Testing tab doesn’t say the messages.

• The agent says nothing while it waits: add a Request Start message, click Save Settings, then start a new test call.
• A message is in the wrong language: custom messages are said as written. Use Default for Request Start, or write the message in both languages.
• The delayed message plays on almost every call: raise Delay (milliseconds), or make your software answer faster.
• A message with a condition never plays: check the variable name and the value, capitals included.
• End call after message does nothing: on the RAG, SMS and Call Transfer pages, the End call after message switch (End after message on the SMS page) currently has no effect. The call goes on.