Outcome
All 13 end-to-end test cases passed, including skills-based voice routing and time-based priority relaxation.
The problem
Build a working virtual agent for a subscription business: greet known callers differently (premium vs standard), run a retention offer when someone wants to cancel, pass the right data to a live agent if they decline — and route voice calls by skill, relaxing priority over time.
What I did
- Built the Flow and Skill Library logic end-to-end on Zoom’s native builder surfaces.
- Tracked down a sneaky bug: one run-on instruction mixed a “don’t ask for X” qualifier with an “ask for Y if missing” step, and the model applied the “don’t ask” to both — so the account number was silently never captured on transfer. Splitting it into explicit lettered sub-steps fixed it.
- Swapped a working-but-clunky flow-level greeting workaround for Zoom’s native per-caller Greeting action, keeping a single source of truth.
Result
All 13 of 13 end-to-end test cases passed, including skills-based voice queue routing and 180-second priority relaxation — ready for stakeholder sign-off.
See also: One qualifier per sentence.