A conversation has an interface too.
Treat the phone call as an interface: draft each refusal and handoff instead of leaving them to chance.
- Caller
Is the new homepage design still due Friday like we discussed?
- Agent
I wasn’t given a deadline for that, so I can’t confirm one. I’ll take your question and flag it in the summary so the design lead can get back to you with the real date.
- The refusal turn — required to pass
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The moments a script usually skips.
The caller asks for something out of scope
It names what it cannot do instead of stalling.
The caller goes quiet mid-answer
It waits before filling the silence.
The caller interrupts
It stops talking and listens instead of finishing over them.
The caller asks the same thing two different ways
It recognizes the repeat and answers once.
The call has to end without a resolution
It says what happens next before the call ends.
Why designers draft the call here.
Every state is a real turn
The conversation you draft is the one that runs.
Tested against rude callers
Uncooperative caller scenarios run before anything publishes.
The transcript is the deliverable
Read the call as a flow, turn by turn, before it is published.
From brief to draft, in the open.
The builder shows every step, including the question it asks back.
- 01Read the request
worked out what it still needed to know
- 02Asked back
‘What language and locale should the agent speak to callers?’
- 03Wrote the draft
a greeting and a system prompt (its standing instructions)
- 04Planned the tests
caller scenarios designed to break it
Describe the line you need.