Not every call is the same. A new customer requesting a quote needs different handling than an existing customer reporting an issue. To handle these different requests professionally and efficiently, you can teach your Safina to think in scenarios.
Scenarios are the most powerful tool in the conversation guide for pre-sorting your calls and ensuring the right questions are always asked.
The Concept: What Is a Scenario?
A scenario is a template you define for a typical call type in your business. Think of it as creating different “playbooks” for your AI assistant.
A trades business, for example, often has these call scenarios:
- Scenario 1: Issue report: A customer reports that something is broken.
- Scenario 2: Quote request: A prospect wants a cost estimate.
- Scenario 3: Appointment scheduling: A customer wants to change an existing appointment.
- Scenario 4: Other: All other requests that don’t fit neatly into the other categories.
At the beginning of the conversation, Safina tries to figure out which of your scenarios best matches the caller’s request. Based on that classification, it then asks only the questions you’ve set for that specific scenario.
How to Set Up Scenarios and Questions
You’ll make these settings in the “Conversation guide”, which you can find in the “Safina AI” tab.
Step 1: Create a New Scenario
When editing your conversation guide, start by defining your typical call reasons as scenarios. In an industry template, these are already set up for you.
Give each scenario a clear title, for example: “Scenario 1: Quote request”.
Step 2: Define the Framework for the Scenario
Next, briefly describe what the scenario is about. This “briefs” the AI on the context. For example:
“When a new customer calls to request a quote for a bathroom renovation, ask the following questions:“
Step 3: Assign the Right Questions
This is the crucial part. You now define the specific questions that are only relevant in this scenario.
- For a quote request, these might be questions about the name, address, bathroom size, and desired budget.
- For an issue report, they would be questions about the exact nature of the issue, the urgency, and whether any measures have already been taken.
How to create the different question types (text, yes/no, date, etc.) in detail is covered in this guide: The Conversation Guide: Teach Your Safina What to Ask
Important: The “Catch-All” Scenario
We strongly recommend always creating a final, general scenario called “Other request”. This serves as a catch-all for any calls that don’t clearly fit into your other categories. Here, Safina can simply ask about the request in general terms and summarize it for you.
From Chaos to Organized Handling
By using scenarios, random calls become pre-sorted, structured tasks. In the summary, you can immediately see what type of case it is and already have all the information you need to start working on it right away.
Your Safina Team