Define gap detection rules, manage schema sources, and review callback scripts
Phase 3 — Exploration
Rules
Schema Sources
Approval Queue
Suggestions
Gap detection rules define which fields to monitor, from which source systems, and at what priority level. When a gap is detected, a callback is automatically queued.
Name
Source
Fields Monitored
Priority
Callback Template
Active
Actions
CRM Email Required
CRM
email_address
Critical
email_collection_v2
CRM Billing Address
CRM
billing_address, billing_city, billing_zip
Critical
address_verification_v1
Questionnaire DOB
Questionnaire
date_of_birth
Important
dob_collection_v1
VoiceBot Company Info
VoiceBot Flow
company_name, tax_id
Important
company_details_v1
CRM Phone Secondary
CRM
phone_secondary
Optional
phone_collection_v1
Language Preference
Questionnaire
preferred_language
Optional
language_pref_v1
Connected systems that provide customer data schemas. Gap rules reference fields from these sources.
☁
Salesforce CRM
Customer records & accounts
Status
Connected
Last Sync
2h ago
Fields
142 fields
📄
Zendesk
Ticket & customer data
Status
Connected
Last Sync
30m ago
Fields
87 fields
Questionnaires
Internal questionnaire responses
Status
Connected
Last Sync
Live
Fields
34 fields
VoiceBot Flows
Extraction step outputs
Status
Connected
Last Sync
Live
Fields
18 fields
Pending callback scripts generated by the system for human review before execution. Review the proposed conversation script and customer context before approving.
Callback: Jonas Kazlauskas
GAP-4821 · Missing: Email, Date of Birth · Priority: Critical
Proposed Script
"Hello Jonas, this is a quick call from TeleCom Solutions. We noticed your account is missing an email address and date of birth. Could you please confirm your email? ... Thank you. And may I also confirm your date of birth for account verification? ... Perfect, thank you for your time."
"Hi Ruta, this is a quick call from TeleCom Solutions. We need to update your billing address on file. Could you please confirm your current street address, city, and postal code? ... Thank you, that's been updated."
Phone
+370 698 7654
Last Contact
Mar 27, 10:15
Account
AC-338172
Callback: Andrius Petrulis
GAP-4819 · Missing: Email, Company, Tax ID · Priority: Important
Proposed Script
"Hello Andrius, this is TeleCom Solutions calling. We're updating our records and need a few details. Could you confirm your company email address? ... And your company name? ... Finally, what is your company tax ID number? ... Thank you for providing those details."
Phone
+370 655 1122
Last Contact
Mar 26, 16:40
Account
AC-552093
AI-generated rule improvements based on gap pattern analysis. Review and implement with one click.
Add: CRM Emergency Contact Rule
New Rule
Pattern detected: 45% of escalated tickets involve customers missing emergency contact info. Adding this as an Important-priority rule could reduce escalation by ~18%.
Source
CRM
Fields
emergency_contact, emergency_phone
Confidence
High (92%)
Upgrade: DOB Rule to Critical
Priority Change
DOB gaps are causing 3x more verification failures in the last 2 weeks. Upgrading from Important to Critical would trigger faster callbacks and reduce verification-related support tickets.
Current Priority
Important
Suggested Priority
Critical
Confidence
High (87%)
Merge: Phone Fields
Optimization
Two rules monitor phone fields separately (primary vs secondary). Merging into a single rule with conditional logic would reduce callback frequency by 30% without losing coverage.
Rules Affected
CRM Phone Primary, CRM Phone Secondary
Callback Reduction
~30%
Confidence
Medium (74%)
Add: Cross-Source Deduplication
New Rule
12% of gaps are false positives — the data exists in a different source system. Adding a cross-source check before flagging would eliminate ~15 unnecessary callbacks per day.
Sources
CRM + Questionnaire + VoiceBot
False Positive Reduction
~15/day
Confidence
High (89%)
Add Gap Detection Rule
The data source to monitor for missing fields.
Comma-separated field names from the selected source schema.
Critical: callback within 2h. Important: within 6h. Optional: next business day.
VoiceBot conversation script template used for the callback.