Configuration and Control
Intents and Scenario Design
What an Intent Is
An intent represents a caller’s goal. Examples: Noise complaint Parking issue Request officer Animal control Speak to dispatcher Every call must resol...
Designing an Intent Structure
Good intent design is controlled and minimal. Use clear, specific intent names. Avoid overlapping intents. Avoid duplicating similar workflows. Keep s...
Single-Path vs Conditional Scenarios
Used for: Predictable requests Straightforward workflows Structure: Linear questions Fixed outcome Minimal branching Best for high-volume, simple call...
How to Create a New Intent
Before creating an intent, clearly define: What problem the caller is trying to solve Whether it should resolve automatically or transfer Whether it r...
How Intents Interact with Safety
Important: Safety escalation overrides intent logic. Time limits still apply. Unsupported languages still transfer. Guardrails remain active. Intent c...
Common Configuration Mistakes
❌ Too many overlapping intents ❌ Complex branching without testing ❌ Collecting unused data ❌ Misaligned intent-to-transfer logic ❌ Ignoring time-base...
Role Responsibilities
Understand intent design to interpret outcomes Expect certain intents to transfer by design Provide feedback on unclear flows Create and maintain inte...
Key Takeaways
Intents define caller goals. Simplicity improves performance. Safety always overrides configuration. Testing is mandatory before live activation. Conf...
Actions and Outcome Configeration
Actions Determine What Happens
At the end of an intent, ANET executes an action. Actions determine whether a call: Resolves automatically Transfers Creates a record Sends a message ...
Action Types
Routes the call to: Call-taker Specific line Adjacent PSAP (if configured) ANET: Delivers requested details Ends the call ANET: Sends secure link or s...
How to Configure a Transfer
Open intent action settings. Select “Transfer.” Enter destination number. Enter backup transfer line. Confirm it does not loop to ANET. Validate routi...
Guardrails That Affect Actions
Actions may be overridden by: Safety triggers Time caps LLM timeouts Language instability Missing required fields Action configuration does not overri...
Common Action Risks
❌ Incorrect transfer number ❌ Missing fallback ❌ Reusing forwarded non-emergency line ❌ Not validating telephony loop prevention ❌ Enabling automated ...
Key Takeaways
Actions define call outcomes. Transfers are not failures. Always configure fallback lines. Validate telephony routing. Guardrails may override configu...
Time-based Routing and Feature Controls
Overview: Time Changes Behavior
ANET can behave differently depending on: Business hours After hours Weekends Holidays Time-based logic affects transfer routing and automation eligib...
How to Configure Time-Based Routing
Open routing configuration. Create time block. Define: Start time End time Applicable days Confirm timezone alignment. For each time window: Assign tr...
Feature Flags
Feature flags may control: Automatic language detection SMS capability CAD integration Incident link behavior Experimental tools Feature flags affect ...
Risks of Incorrect Time Logic
Calls transferring unexpectedly Automation occurring during staffed hours Holiday misrouting Conflicting schedule blocks Time logic errors can resembl...
Monitoring After Changes
After schedule changes: Monitor first 24–48 hours closely Watch transfer spikes Confirm expected resolution rates Validate no looping behavior Configu...
Key Takeaways
Time-based logic changes routing behavior. Always validate schedule boundaries. Feature flags can alter global behavior. Monitor closely after configu...