Technical Support Pre-Triage
Triage inbound tech support calls before connecting to a live agent, capturing the issue, running automated diagnostics, and routing to the right specialist.
Why this matters
Reduce churn, drive upgrades, and streamline support with voice automation tailored for wireless and broadband providers. This example shows you how to automate technical support pre-triage calls end-to-end with Guava's SDK — no telephony plumbing, no prompt engineering, just Python.
Installation
Install from Guava's private PyPI index. A public package is coming soon — the install command will simplify to pip install guava.
# Step 1: Install Guava
pip install gridspace-guava --extra-index-url https://guava-pypi.gridspace.com
# Public PyPI package coming soon — the install command will simplify to:
# pip install guava
# Step 2: Set your credentials
export GUAVA_API_KEY="..."
export GUAVA_AGENT_NUMBER="..."How it's built
Every Guava agent is a Python class. Walk through the key sections below, then grab the complete file at the end.
Imports
Import the Guava SDK and any helpers you need. guava.CallController is the base class for every voice agent.
# Install: pip install gridspace-guava --extra-index-url https://guava-pypi.gridspace.com
import guava
import osAgent setup
set_persona() defines how the agent presents itself. set_task() gives it its mission in plain English. The checklist drives the conversation — Guava works through it top-to-bottom, collecting Field values and speaking Say items as it goes.
class TechSupportTriageBot(guava.CallController):
def __init__(self):
super().__init__()
self.set_persona(
organization_name="Nexus Mobile Technical Support",
agent_name="Sage",
)
self.set_task(
objective="Triage incoming technical support call and gather information before routing to a specialist",
checklist=[
"Greet the customer and gather their account information.",
guava.Field(
key="account_phone_number",
field_type="phone",
description="The phone number on the account",
),
guava.Field(
key="issue_category",
field_type="choice",
description="What best describes the issue?",
choices=["no service / can't make calls", "data not working",
"device won't turn on", "billing question",
"can't send texts", "voicemail issue", "other"],
),
guava.Field(
key="issue_duration",
field_type="choice",
description="How long has this been happening?",
choices=["just started", "a few hours", "since yesterday", "several days", "weeks or longer"],
),
guava.Field(
key="rebooted_device",
field_type="bool",
description="Have they tried restarting the device?",
),
guava.Field(
key="other_lines_affected",
field_type="bool",
description="Are other lines on the account experiencing the same issue?",
),
guava.Field(
key="location_type",
field_type="choice",
description="Where is the customer experiencing the issue?",
choices=["at home", "at work", "specific location only", "everywhere"],
),
"Summarize the issue and transfer to the appropriate specialist queue with full context.",
],
on_complete=self.route_to_specialist,
)
def route_to_specialist(self, fields):
category = fields.get("issue_category", "")
if "service" in category or "calls" in category:
queue = "network_specialist"
elif "data" in category:
queue = "data_specialist"
else:
queue = "general_support"
print(f"Routing to {queue}: {fields}")
return guava.Transfer(queue=queue, context=fields)
guava.listen(
controller=TechSupportTriageBot,
agent_number=os.environ["GUAVA_AGENT_NUMBER"],
api_key=os.environ["GUAVA_API_KEY"],
)Platform performance
<1s
Response time
99.99%
Uptime SLA
13+
Industries served
Full example
The complete file — copy it, save it as example.py, and run it.
# Install: pip install gridspace-guava --extra-index-url https://guava-pypi.gridspace.com
import guava
import os
class TechSupportTriageBot(guava.CallController):
def __init__(self):
super().__init__()
self.set_persona(
organization_name="Nexus Mobile Technical Support",
agent_name="Sage",
)
self.set_task(
objective="Triage incoming technical support call and gather information before routing to a specialist",
checklist=[
"Greet the customer and gather their account information.",
guava.Field(
key="account_phone_number",
field_type="phone",
description="The phone number on the account",
),
guava.Field(
key="issue_category",
field_type="choice",
description="What best describes the issue?",
choices=["no service / can't make calls", "data not working",
"device won't turn on", "billing question",
"can't send texts", "voicemail issue", "other"],
),
guava.Field(
key="issue_duration",
field_type="choice",
description="How long has this been happening?",
choices=["just started", "a few hours", "since yesterday", "several days", "weeks or longer"],
),
guava.Field(
key="rebooted_device",
field_type="bool",
description="Have they tried restarting the device?",
),
guava.Field(
key="other_lines_affected",
field_type="bool",
description="Are other lines on the account experiencing the same issue?",
),
guava.Field(
key="location_type",
field_type="choice",
description="Where is the customer experiencing the issue?",
choices=["at home", "at work", "specific location only", "everywhere"],
),
"Summarize the issue and transfer to the appropriate specialist queue with full context.",
],
on_complete=self.route_to_specialist,
)
def route_to_specialist(self, fields):
category = fields.get("issue_category", "")
if "service" in category or "calls" in category:
queue = "network_specialist"
elif "data" in category:
queue = "data_specialist"
else:
queue = "general_support"
print(f"Routing to {queue}: {fields}")
return guava.Transfer(queue=queue, context=fields)
guava.listen(
controller=TechSupportTriageBot,
agent_number=os.environ["GUAVA_AGENT_NUMBER"],
api_key=os.environ["GUAVA_API_KEY"],
)Run it
Start the agent. It will connect to Guava's infrastructure and begin accepting calls on your assigned number.
python example.py