Product guide
A fluent voice. A process that holds. Meet the step harness.
A customer can answer three questions in one sentence, change a preference halfway through, or ask a question before giving their name. A useful voice workflow needs to handle that conversation while keeping track of what the business still needs.
Human-like voice agents. 11 Indian languages and English.
Give the call a completion rule
Swarit offers prompt-based agents for open conversations and step-based agents for guided journeys. The step harness is the execution structure around the guided conversation: required information, accepted progress and the next valid step.
For a property enquiry, a complete request might require locality, property type, budget and a contact preference. For an appointment, it might require service, preferred date and callback details. Writing those requirements down makes the outcome reviewable before you start handling customer enquiries.
Let callers answer naturally
Imagine a caller saying, “Two bedrooms in Wakad, under eighty lakh, and Sunday works for a visit.” That answer contains several useful fields. A guided conversation should capture the information already supplied and ask about the remaining details.
The implemented state contract supports proposed completion of several consecutive steps from transcript evidence. The server validates each intermediate step, its required values and the permitted branch before accepting progress. The model proposes an update; the server owns whether that update is accepted.
Retain the reason behind captured information
A record is more useful when the team can understand where its fields came from. The guided state contract uses typed captures and exact transcript quotes to support proposed completions. Accepted and rejected state updates remain part of call activity.
This provides a basis for reviewing whether the agent heard a preference, inferred one or still needs clarification. It also makes missing information visible. A budget that was never provided should remain missing rather than become an invented default.
Use knowledge without confusing it with workflow
The workflow defines the process. Business knowledge supplies context for the answer. A caller can ask about a service while an appointment request is still incomplete; the agent needs the service information and the outstanding request fields.
Configure the knowledge access the agent needs. The current integration uses explicitly selected read-only knowledge tools. A completed conversation record does not by itself mean that a CRM was updated, a payment taken or an appointment booked. Any external action needs its own supported integration and permission.
Launch one workflow your team can inspect
Choose an outcome with a small set of required fields. Prepare examples where the caller answers out of order, corrects a number, declines a question or asks for a person. Review the transcript, accepted fields, missing information and final handoff together.
Begin with a team-confirmed outcome such as an appointment request or qualified sales enquiry. Decide who receives it and what happens when information is incomplete. Ask the Swarit team to map your first workflow; use the browser playground to explore the conversational experience separately.
Questions before you start
Does a step mean the agent asks exactly one scripted question?
The workflow tracks required information and valid progression. A caller’s answer can supply several fields, subject to validation of each step.
Does completing the workflow book an appointment?
Only a supported, authorized booking action can confirm a booking. A completed request can instead be handed to your team for confirmation.