Communications

Actions Creation guide

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How to Build Bulletproof Actions

1. Core Mindset

  • Treat the computer like a super-intelligent baby
  • Never assume context, intent, or understanding
  • If something feels “obvious” to a human, it is not obvious to the system
  • Prompting and scripting = coding in plain English (pseudocode)

2. Think in Extreme Granularity

  • Every step must be broken into explicit, literal steps
  • Never rely on implied behavior

Ask yourself:

  • How does it know where to get this?
  • How does it know what to say vs what to do?
  • What happens if the caller says something slightly different?

3. Actions Structure (Always)

Every use action clearly contain:

Title

  • Naming only
  • Has zero impact on performance

Objective

  • Defines when the action should run
  • Must be a conditional statement
  • Never list steps here
  • Answers: “Under what condition does Gail enter this flow?”
  • Think: “If the caller wants (x, y, z), then follow these steps:”

Steps

  • Step-by-step instructions
  • Linear
  • Explicit
  • Granular
  • No ambiguity

4. Conditionals Are Gates (Not Suggestions)

Use conditionals to control flow precisely.

  • If / Then
    • One condition must be true
  • Or
    • Any one condition can be true
  • And
    • All conditions must be true
  • Nor
    • None of the conditions can be true

Conditionals decide which path the flow follows.

5. Directives vs Spoken Steps (Critical)

Directives

  • Tell Gail what to do internally
  • Gail should never say these out loud

Examples:

  • Show empathy
  • Do not disclose timing
  • Do not mention internal processes

Spoken Steps

Must explicitly start with:

  • “Ask the caller…”
  • “Tell the caller…”

Never mix directives with spoken text — this breaks realism.

6. What Bad Scripts Have in Common

  • Objectives that describe steps instead of conditions
  • Vague steps like:
    • “Guide the caller…”
    • “Provide the link…”
  • Missing answers to:
    • Where does the info come from?
    • How is it delivered?
    • What exact questions are asked?
  • Transfers without determining who or why

7. What Good Scripts Do Well

  • Objectives clearly define when the flow starts
  • Steps are:
    • Linear
    • Explicit
    • Unambiguous
  • Conditional logic is used inside steps to handle variations
  • One use case can handle multiple scenarios if:
    • The end outcome is the same
    • The logic paths are clearly gated

8. Always Think Linearly

  • Actions are flowcharts written in words
  • Gail checks steps top to bottom
  • If a condition isn’t met → move to the next step
  • Once a condition is met → execute → exit flow

9. Start With the Outcome, Then Work Backwards

Ask:

  • What is the final outcome? (transfer, quote, payment, info, etc.)
  • What conditions must be satisfied to reach that outcome?
  • What info must be gathered before taking steps?
  • What decisions change the path?

10. Design Like You’re Teaching a Child

Ask yourself:

  • Would a 5-year-old know what to ask next?
  • Would they know the order?
  • Would they know what not to say?
  • If not → add steps

11. Key Rules to Remember

  • Be specific
  • Be literal
  • Be granular
  • Avoid assumptions
  • One step = one clear instruction
  • Linear > clever
  • Clarity beats brevity