booking.yaml

# Booking Workflow
# Incoming "booking" intent → confirm → calendar check → confirmation

steps:
  - id: detect_intent
    type: classifier
    config:
      prompt_ref: classifier_prompt
      expected_intents: [booking, tour_inquiry, membership_inquiry]
    on_match:
      next: collect_details
    on_mismatch:
      next: route_to_appropriate

  - id: collect_details
    type: conversation
    config:
      questions:
        - field: preferred_date
          prompt: "What date works best for you?"
          validation: date
        - field: preferred_time
          prompt: "What time would you prefer?"
          validation: time
        - field: contact_number
          prompt: "Can I get your contact number to confirm?"
          validation: phone_za
    on_complete:
      next: check_availability

  - id: check_availability
    type: calendar_check
    config:
      calendar_provider: google
      slot_duration: 30
      max_suggestions: 3
    on_available:
      next: propose_slots
    on_unavailable:
      next: suggest_alternatives

  - id: propose_slots
    type: send_message
    config:
      template: |
        Great news {{customer_name}}! We have availability on {{preferred_date}}:

        Available times:
        {% for slot in available_slots %}
        {{loop.index}}. {{slot.time}} ({{slot.duration}} min)
        {% endfor %}

        Which time works best for you?
    on_reply:
      next: confirm_booking

  - id: suggest_alternatives
    type: send_message
    config:
      template: |
        Unfortunately {{preferred_date}} is fully booked. 😔

        Here are the next available dates:
        {% for alt in alternative_dates %}
        {{loop.index}}. {{alt.date}} — {{alt.first_slot}}
        {% endfor %}

        Would any of these work for you?
    on_reply:
      next: propose_slots

  - id: confirm_booking
    type: calendar_create
    config:
      summary: "{{business_name}} — Booking: {{customer_name}}"
      description: |
        Customer: {{customer_name}}
        Phone: {{contact_number}}
        Source: WhatsApp
      send_confirmation: true
    on_success:
      next: send_confirmation
    on_failure:
      next: escalate_to_human

  - id: send_confirmation
    type: send_message
    config:
      template: |
        ✅ Confirmed! {{customer_name}}, you're booked for:

        📅 {{preferred_date}}
        🕐 {{preferred_time}}
        📍 {{address}}

        We'll send you a reminder closer to the time. See you soon! 🎉

        Need to change or cancel? Just let me know.
    on_complete:
      next: save_lead

  - id: save_lead
    type: database
    action: upsert
    config:
      table: leads
      data:
        name: "{{customer_name}}"
        phone: "{{contact_number}}"
        intent: booking
        status: confirmed
        booking_date: "{{preferred_date}}"
        booking_time: "{{preferred_time}}"
    on_complete:
      next: schedule_follow_up

  - id: schedule_follow_up
    type: scheduler
    config:
      action: schedule
      workflow: post_service_feedback
      trigger:
        delay_after_booking: 24h
    on_complete:
      end: true

  - id: route_to_appropriate
    type: router
    config:
      routing_table:
        pricing_inquiry: pricing_workflow
        hours: hours_workflow
        complaint: complaint_workflow
        lead: lead_workflow
        general: general_reply
      default: general_reply

  - id: escalate_to_human
    type: escalation
    config:
      channel: slack
      message: |
        🚨 *Booking Failed — Human Intervention Required*
        Customer: {{customer_name}} ({{contact_number}})
        Date: {{preferred_date}}
        Error: Check logs for details
      priority: high