Logic Architecture & Workflows

Logic Core & Routing

Solved Group | Logic Architecture & Workflows

Client: Midwest Shooting Center
System: Enterprise Voice AI Ecosystem
Module: Logic Core & Routing
Date: December 12, 2025

Table of Contents

  1. Architecture Overview (The Nervous System)
  2. Modular Logic (Sub-Workflows)
  3. The "Hub & Spoke" Routing Matrix
  4. Operational Logic Gates (Guardrails)
  5. Workflow Maps by Squad
  6. Error Handling & Fallback Protocols
  7. Change Management (Updating the Logic)

1. Architecture Overview (The Nervous System)

To manage the complexity of 9+ locations, 3 time zones, and 10 distinct agent roles without creating a maintenance nightmare, the Solved Group Ecosystem utilizes a Modular Logic Architecture.

Instead of building one giant, fragile script for every agent, we build Workflows (The Main Path) and Sub-Workflows (Reusable Skills).

  • The Workflow (The Mission): This is the end-to-end journey for a specific agent (e.g., MSC-Lane). It defines the start and end of the call.
  • The Sub-Workflow (The Skill): This is a specific task—like "Looking up a Member" or "Processing a Credit Card"—that is built once and "plugged in" to multiple agents.

The Benefit: If Midwest Shooting Center updates its Credit Card policy, we update the Payment Sub-Workflow once, and every agent (Inbound, Outbound, Retail) is instantly updated.

2. Modular Logic (Sub-Workflows)

These are the standardized "Building Blocks" used to construct your agents. They ensure that every agent handling a specific task does it exactly the same way, adhering to the "Midwest Way."

2.1 The Authentication Module

  • Used By: MSC-Lane, MSC-Confirm, MSC-Feedback.
  • Function: When a call connects, this module runs silently in the background.
    1. Checks the Caller ID against the Phone Book and CRM.
    2. If Match: Pulls Name, Membership Tier (VIP/Retail/Range), and Home Location. Returns variable: Member_Identified = True.
    3. If No Match: Creates a temporary "Guest" profile and prompts the agent to ask for the caller's name.

2.2 The "Gym Model" Scheduler

  • Used By: MSC-Speed, MSC-Training, MSC-Recover.
  • Function: Handles the complexity of recurring training bookings versus one-time appointments.
    1. Scan: Checks ClubReady for availability based on the caller's location.
    2. Negotiate: Offers two specific slots based on the caller's extracted "Time Preference" (e.g., Evenings/Weekends).
    3. Lock: Hard-books the slot and triggers the SMS confirmation flow.

2.3 The Escalation Ladder

  • Used By: All Agents.
  • Function: A safety net for high-friction interactions.
    1. Sentiment Analysis: Listens for keywords (e.g., "Supervisor," "Refund," "Lawyer") or aggressive tone.
    2. Action: Immediately stops the AI conversation logic.
    3. Handoff: Initiates a Warm Transfer to the General Manager designated in the Phone Book for that specific location.

3. The "Hub & Spoke" Routing Matrix

This is the logic that allows one phone number to serve nine locations intelligently.

3.1 Geo-Routing Logic

When a call comes into the Main Line (MSC-Lane), the system executes the following decision tree:

  1. Data Check: Does the Caller ID have a "Home Location" attached in the CRM?
    • Yes (e.g., "Detroit"): Automatically set Current_Location = Detroit.
    • No: Agent asks: "Which of our locations are you calling about today?"
  2. The "Lima Exception":
    • If Current_Location = Lima, the system unlocks the Dynamic Training Knowledge Base (allowing answers about vehicles/shoot-houses).
    • For all other locations, this Knowledge Base is locked to prevent agents from promising services that don't exist at that site.
  3. Franchise Branching:
    • If Current_Location = Appleton OR Billings, the flow diverts to the Franchise Sub-Workflow, which enforces stricter escalation rules (routing directly to Owner-Operators rather than Corporate Support).

4. Operational Logic Gates (Guardrails)

Logic Gates are "If/Then" checkpoints hard-coded into the workflows to ensure safety and compliance. These are non-negotiable rules that the AI cannot override.

Gate A: The "Solo Renter" Stop

  • Trigger: Caller expresses intent to rent a firearm.
  • Check: System analyzes "Party Size" variable.
  • Logic:
    • If Party Size = 1: Agent executes Refusal Script: "For safety, we require all rental guests to be accompanied by a friend or family member. Can you bring someone with you?"
    • If Party Size > 1: Proceed to Booking Flow.

Gate B: The "Age & ID" Reminder

  • Trigger: Caller books a "Sample Session."
  • Logic: Agent explicitly reminds: "Just a reminder, you must be 21 to rent a handgun, or accompanied by a guardian if under 18. Please bring a valid government ID when you arrive."
  • Note: The agent provides the reminder only. ID verification is handled by staff upon arrival.
  • Confirmation: The agent waits for a verbal "Yes" or "Okay" before finalizing the calendar slot.

Gate C: The "Dormant Lead" Reactivation

  • Trigger: MSC-Outreach connects with a lead > 6 months old.
  • Logic:
    • If Price Objection: Pivot to Retail Membership ($14.99) pitch.
    • If Time Objection: Pivot to Guest Pass offer (Low friction).
    • If "Not Interested": Tag as "Do Not Contact" in CRM and end flow.

5. Workflow Maps by Squad

Squad A: Growth (Example: MSC-Speed)

  1. Trigger: Webhook (Website "Join" Form).
  2. Sub-Workflow: Authentication Module (Check if already a member).
  3. Main Flow: Speed-to-Lead Script.
    • Greeting: "Saw your request on the site..."
    • Qualify: "Have you shot with us before?"
  4. Logic Gate: Experience Level?
    • New: Pitch "Intro Class."
    • Pro: Pitch "Lane Reservation."
  5. Sub-Workflow: Gym Model Scheduler (Book the time).
  6. Action: SMS Dispatch (Map Pin).

Squad B: Operations (Example: MSC-Confirm)

  1. Trigger: 72-Hour CRM Timer.
  2. Sub-Workflow: Authentication Module (Retrieve Appt Details).
  3. Main Flow: Confirmation Script.
    • Verify: Time/Date/Location.
    • Logistics: Own eyes/ears? Own ammo?
  4. Upsell Gate: Bringing a guest?
    • Yes: Tag "Potential Upsell" in CRM.
  5. Action: Update Appointment Status to "Confirmed."

Squad C: Expert Support (Example: MSC-Lane)

  1. Trigger: Inbound Call.
  2. Sub-Workflow: Hub & Spoke Router (Determine Location).
  3. Intent Recognition:
    • Service: Route to Gunsmith extension (Blind Transfer).
    • Sales: Route to Membership Desk (Warm Transfer).
    • FAQ: Answer using Knowledge Base.
  4. Logic Gate: Is this the Lima Dynamic Area?
    • Yes: Access specialized inventory data.
  5. Action: End Call / SMS Brochure.

Specialized Workflow Maps (Digital & Feedback)

While the voice agents follow linear conversational paths, our specialized agents utilize branching logic based on visual inputs and sentiment scores.

MSC-RANGER (Digital Shop Assistant)

This workflow utilizes multimodal logic (Vision + Text).

  1. Trigger: Website Chat Widget Click or Image Upload.
  2. Input Logic Gate:
    • Text Input: Proceed to Intent Recognition (Sales vs. Support).
    • Image Input: Trigger Vision Analysis Module.
      • Identify: "This is a Sig Sauer P365XL."
      • Analyze: "User is asking about compatible holsters."
  3. Inventory Sub-Workflow:
    • Query Knowledge Base for P365XL Holster stock at the user's IP-detected location.
  4. Action: Display product carousel or capture phone number for human follow-up.

MSC-Feedback (Reputation Defense)

This workflow utilizes strict sentiment branching.

  1. Trigger: 24-Hours Post-Visit (CRM Automation).
  2. Main Flow: The "Temperature Check."
    • Question: "On a scale of 1 to 5, how was your range experience?"
  3. The NPS Logic Gate:
    • Score 4-5 (Promoter):
      • Action: Send SMS with Google Review Deep Link.
      • Closing: "Thanks for being a great member!"
    • Score 1-3 (Detractor):
      • Action: Open "High Priority" Support Ticket.
      • Logic: Block the Google Review request (Prevent public negative review).
      • Closing: "I've alerted the General Manager, they will call you shortly to make this right."

6. Error Handling & Fallback Protocols

Even the most advanced AI can encounter unexpected scenarios. The Solved Group Ecosystem includes "Safety Nets" to ensure a professional experience when things go wrong.

6.1 Silence & Latency Handling

  • Scenario: The caller stops speaking or the connection is poor.
  • Logic:
    • 2 Seconds Silence: Agent waits (Listening mode).
    • 6 Seconds Silence: Agent prompts: "Are you still there?"
    • 10 Seconds Silence: Agent executes Fallback Script: "It sounds like we have a bad connection. I'll have a team member text you." → Hang Up & Tag CRM.

6.2 The "Loop" Breaker

  • Scenario: The AI does not understand the caller's request and repeats the same question.
  • Logic:
    • We set a Max Retry Count = 2.
    • If the agent fails to capture a specific variable (e.g., Spelling of a Last Name) twice, it automatically triggers the Escalation Ladder to transfer to a human.

6.3 Technical Fallback (API Failure)

  • Scenario: The Calendar System (ClubReady) is down and the Agent cannot check availability.
  • Logic:
    • Instead of failing, the Agent switches to Data Collection Mode.
    • Script: "Our scheduling system is updating right now. What time works best for you? I will have the instructor confirm this manually within 10 minutes."
    • Action: Sends "Urgent Manual Booking Request" to the Front Desk.

7. Change Management (Updating the Logic)

The Modular Architecture allows Midwest Shooting Center to update logic globally without retraining 10 separate agents.

Scenario A: Pricing Update

  • Change: Retail Membership price increases from $14.99 to $19.99.
  • Execution: Update the "Membership Pricing" Variable in the Global Knowledge Base.
  • Result: MSC-Outreach, MSC-Lane, and MSC-RANGER instantly quote the new price on their next call.

Scenario B: New Franchise Location

  • Change: Opening the new "South Indianapolis" location.
  • Execution:
    1. Add "South Indy" to the Phone Book (Staff Directory).
    2. Add "South Indy" to the Location Select variable.
    3. Upload the "South Indy Inventory" PDF to the Knowledge Base.
  • Result: All agents can now route calls to Indy and answer questions about its specific lane count, without touching the workflow logic.

End of Documentation