Patterns

This page is organized by persona, not by moment. The seven moments are the same for everyone. How each one is built is not.

Consumer

On the phone, the agent greets and signs off. In-app, it waits for the consumer to speak first, and the completion line is the close.

Pattern	Do	Don’t
Opening	On the phone, the agent names itself and invites the reason for the call with an open question, then pauses. In-app, it waits for the consumer to speak, then answers directly.	Don’t open with a yes or no. In-app, don’t greet.
Confirmation & Clarification	On the phone, recap the detail out loud in one sentence. In-app, confirm the action in one short sentence right after taking it.	Don’t re-ask for information already given. Don’t complete an action with no confirmation.
Turn-Taking & Interruption	Wait through mid-thought pauses. In-app, the consumer can interrupt while options are being listed.	Don’t treat a pause as the end of the turn.
Silence & Processing	If a delay lasts more than about two seconds, say what you are checking. That holds on both channels.	Don’t leave dead air.
Recovery	On the phone, acknowledge the problem, name the reason, then act. In-app, name the failure and the fallback, then stop.	Don’t go silent. Don’t jump straight to the next step.
Closing	On the phone, recap what got done, thank the caller, and say goodbye. In-app, the completion confirmation is the close.	Don’t hang up without a sign-off. In-app, don’t add a goodbye.
Tool-Call Filler	Name the lookup that is actually happening.	Don’t stack generic filler.

Hands-free capture on a job site.

Pattern	Do	Don’t
Opening	Confirm, briefly, that capture has started and what it is capturing.	Don’t start in silence.
Confirmation & Clarification	Read the value back before saving, and leave room for a correction.	Don’t save a value with no readback.
Turn-Taking & Interruption	Wait for a spoken “done” or a button press.	Don’t treat a pause as the end of the turn.
Silence & Processing	Speak a placeholder. Use a different line for still working, lost connection, and mishearing.	Don’t use one generic silence for all three.
Recovery	Name the limit plainly and point to a person or a reference. Fall back to typing or offline mode, with validation.	Don’t guess at a diagnostic. Don’t drop a failed capture silently.
Closing	Confirm what was captured and saved before the technician moves on.	Don’t end the session with no confirmation of what was saved.
Tool-Call Filler	Name the record you are pulling.	Don’t repeat a generic word.

Away from the board, in-app.

Pattern	Do	Don’t
Opening	Lead with the conflict and what it delays, or answer the question if one was asked.	Don’t greet. Don’t add framing or a conversational lead-in.
Confirmation & Clarification	State the customer impact and the technician impact together, and cite the evidence.	Don’t state one impact without the other. Don’t omit the evidence.
Turn-Taking & Interruption	Wait until they finish, including a pause to think. They can interrupt.	Don’t fill a thinking pause.
Silence & Processing	Keep the placeholder to a glance.	Don’t leave silence, and don’t use a wordy placeholder.
Recovery	Say that it is outside dispatch scope and where it should go.	Don’t guess at a fix outside dispatch.
Closing	Stop when the answer is done.	Don’t sign off. No thanks, no goodbye.
Tool-Call Filler	Name the check in a word or a short phrase.	Don’t stack generic filler.

Driving or between meetings, in-app.

Pattern	Do	Don’t
Opening	Lead with the number or the answer, or respond directly to the question that was asked.	Don’t greet.
Confirmation & Clarification	State the number, cite what the evidence can and cannot support, and offer one follow-up.	Don’t offer a menu of options. Don’t invent numbers.
Turn-Taking & Interruption	Wait until they finish, including a pause to think. They can interrupt.	Don’t fill a thinking pause.
Silence & Processing	Use a short placeholder that names the business lookup.	Don’t leave silence.
Recovery	Say that you do not have the evidence.	Don’t answer past the evidence.
Closing	The answer is the last line.	Don’t sign off.
Tool-Call Filler	Name what you are pulling in business terms, not the name of the tool.	Don’t narrate the tool or the methodology.

Structure, tone, and sound: the principles behind this persona-level guidance.

Tone standard and acoustic calibration by role.