Caller scenarios
A caller scenario is a plain-language description of a need Nevo should recognize, such as asking for a refund, changing an appointment, reporting an emergency, or speaking with Sales. Each scenario has a title, description, destination department, and its own no-answer fallback. Scenarios guide intent recognition; they do not create duplicate departments.
Digit fallback
Digit choices are generated only for active, routable departments and scenarios. A simple appointment-only business may not need digit navigation. When enabled, each digit maps to one route, and the flow includes invalid-input, timeout, no-answer, voicemail/callback, and return-to-main-menu behavior.
Safe fallbacks
- Retry or clarify the caller's request.
- Offer the configured menu choices.
- Transfer to an eligible destination.
- Capture voicemail or a callback request.
- Return to the main menu.
- Provide approved emergency guidance without pretending to dispatch emergency services.
A fallback belongs to the relevant scenario or route. One flat fallback should not silently apply to unrelated departments.
This article is part of the same maintained knowledge corpus used by NevoGuide. Live provider evidence and saved workspace configuration remain authoritative for your account’s current operational state.