> ## Documentation Index > Fetch the complete documentation index at: https://anvil.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Patterns > How each persona's turns are built, from the first word to the last. 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. | ## Technician 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. | ## Dispatcher 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. | ## Owner 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. | ## Related Structure, tone, and sound: the principles behind this persona-level guidance. Tone standard and acoustic calibration by role.