Objective
Clear checkpoints 1 to 3: the agent answers from Acme’s policies, reads each loan’s dues from the CRM before it dials, and calls from a workspace number.The scenario
Ananya exists from part 2, and part 3 gave her the knowledge base and the CRM tool. Two things change for production: a loan account the CRM does not know gets no call at all, rather than a call with no amount in it, and calls come from Acme’s own number.Hands-on
1
Checkpoint 1: knowledge attached and mentioned
Click Assistants and open
EMI reminder - Hindi (if it is gone, create it again and redo part 3). Click Knowledge Base in the editor sidebar. The EMI policy knowledge base should be listed below Select Knowledge Base; if not, click the button and tick it: “Knowledge base attached successfully”. Attachments belong to the version you are editing, so check the version that will take the calls.Open Prompt and find the @ mention that tells Ananya to answer late-fee and grace-period questions from the knowledge base. A red mention means it was detached; attaching it again fixes it. No mention: type @, pick it under Knowledge Bases, and save.2
Checkpoint 2: CRM lookup that blocks unknown accounts
Open Advanced Settings → Tools, then Pre-call. Open
crm_lookup and click Test API: the Response tab shows the CRM’s reply and the response time. Keep only the fields the prompt uses ticked.On Settings, confirm 404 is still under Block call on status codes from part 3; without it, a CRM miss only skips the tool’s data and Ananya dials without the dues. Click Save tool if you changed anything. In Prompt, the first message should read the dues as @((crm_lookup.<field>)), with the field names your CRM returns.3
Checkpoint 3: a workspace number to call from
Click Test assistant. Under Choose a number, pick the number from part 4, listed under Your numbers; Test numbers are for testing only. Fill in the variables and call your own phone, as in part 2, lesson 4.
Checkpoint
Knowledge Base lists the EMI policy knowledge base and its mention in the prompt is not red. The Response tab of
crm_lookup shows the CRM’s reply. Your phone shows your workspace number as the caller, Ananya’s first sentence has the amount and date the CRM returned, and the call appears in Logs.Exercise
Click the trash icon on the attached knowledge base (“Knowledge base detached successfully”), then open Prompt. Expected result: the@ mention turns red. Tick the knowledge base again under Select Knowledge Base and the mention returns to normal.
What you learned
- A checkpoint is proved, not assumed: the attached list, the Response tab and the Logs entry are the proof.
- Block call on status codes turns a CRM miss into no call. Other errors let the call go out without data, the worse outcome for a reminder.
- The outbound caller ID is chosen per test call and per campaign. Attach Number is for agents that answer calls; an outbound single-prompt agent never shows it.