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Control conversation workflows with scenarios

Bring system into your calls. Learn how to define different call reasons in the conversation guide using scenarios (e.g., "Emergency", "Offer") and ask the right questions for each case.

Minimalistic vector graphic of a branching flowchart or decision tree with various labeled paths (e.g., "Emergency", "Offer"), leading to different speech bubbles and representing structured call scenarios.

Einrichtung

Minimalistic vector graphic of a branching flowchart or decision tree with various labeled paths (e.g., "Emergency", "Offer"), leading to different speech bubbles and representing structured call scenarios.

Einrichtung

Minimalistic vector graphic of a branching flowchart or decision tree with various labeled paths (e.g., "Emergency", "Offer"), leading to different speech bubbles and representing structured call scenarios.

Einrichtung

Not every call is the same. A new customer requesting a quote requires a different approach than an existing customer reporting an issue. To process these various inquiries professionally and efficiently, you can teach your Safina to think in scenarios.

Scenarios are the most powerful tool in the call guide to pre-sort your calls and ensure that the right questions are always asked.

The Concept: What is a Scenario?

A scenario is a template defined by you for a typical call type in your business. It’s essentially like creating different "playbooks" for your AI assistant.

A craft business often has these call scenarios:

  • Scenario 1: Reporting a Problem: A customer reports that something is broken.

  • Scenario 2: Request for Quotation: A prospect wants a cost estimate.

  • Scenario 3: Appointment Scheduling: A customer wants to change an existing appointment.

  • Scenario 4: Other: All other inquiries that are not clearly defined.

At the beginning of the conversation, Safina tries to determine which of your scenarios best fits the caller's inquiry. Based on this classification, she will then only ask the questions you have set for that specific scenario.

How to Create Scenarios and Questions

You make these settings in the "Call Guide" found in the "Safina AI" tab.

Step 1: Create a New Scenario

When editing your call guide, you begin by defining your typical reasons for calls as scenarios. These are already set up for you in an industry template.

You give each scenario a clear title, for example: "Scenario 1: Request for Quotation".

Step 2: Define the Framework for the Scenario

Next, you briefly describe what the scenario is about. You are "briefing" 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 Relevant Questions

This is the crucial part. You now specify the specific questions that are only relevant in this scenario.

  • In the case of a Request for Quotation, these would be questions about the name, address, size of the bathroom, and the desired budget.

  • In the case of a Problem Report, however, there would be questions about the exact nature of the problem, urgency, and whether any measures have already been taken.

How you create the various question types (text, yes/no, date, etc.) in detail is shown in this guide: The Call Guide: Teach Your Safina What to Ask

Important: The "Catch-All" Scenario

We strongly recommend always creating a final, general scenario called "Other Inquiries". This serves as a catch-all for all calls that do not clearly fit into your other categories. Here, Safina can simply ask about the inquiry in general and summarize it for you.

From Chaos to Organized Processing

By using scenarios, random calls turn into pre-sorted, structured tasks. You can immediately see from the summary what type of case it is, and you already have all the necessary information ready to start processing it right away.

Your Safina Team

Two smartphone screens with the Safina AI app. On the left is a detailed call summary with key points, a callback button, and AI evaluations such as mood, urgency, and interest. On the right is a call statistics overview for the last week, showing trusted, suspicious, and dangerous calls, as well as a list of recent calls.

Say goodbye to your old-fashioned voicemail!

Try Safina for free and start managing your calls intelligently.

Try for free

Two smartphone screens with the Safina AI app. On the left is a detailed call summary with key points, a callback button, and AI evaluations such as mood, urgency, and interest. On the right is a call statistics overview for the last week, showing trusted, suspicious, and dangerous calls, as well as a list of recent calls.

Say goodbye to your old-fashioned voicemail!

Try Safina for free and start managing your calls intelligently.

Try for free

Two smartphone screens with the Safina AI app. On the left is a detailed call summary with key points, a callback button, and AI evaluations such as mood, urgency, and interest. On the right is a call statistics overview for the last week, showing trusted, suspicious, and dangerous calls, as well as a list of recent calls.

Say goodbye to your old-fashioned voicemail!

Try Safina for free and start managing your calls intelligently.

Try for free

Two smartphone screens with the Safina AI app. On the left is a detailed call summary with key points, a callback button, and AI evaluations such as mood, urgency, and interest. On the right is a call statistics overview for the last week, showing trusted, suspicious, and dangerous calls, as well as a list of recent calls.

Say goodbye to your old-fashioned voicemail!

Try Safina for free and start managing your calls intelligently.

Try for free

Safina Docs

Control conversation workflows with scenarios