Phase 14 — AI Operational Layer / Orchestration

Automation rules engine, visual workflow builder, intent routing, failover system, AI action logging, and a human escalation queue — making KaiVox a self-operating AI platform.

What It Does

Phase 14 adds an automation layer that reacts to events across the platform. When a missed call comes in, an automation rule can automatically send a follow-up SMS. When a call has negative sentiment, the owner gets notified. When a customer's lead stage changes, a WhatsApp message goes out. All configured visually without code.

Key Routes

URL	Description
GET /automations	Automation rules list
GET /automations/create	Visual workflow builder — step 1: choose trigger
POST /automations	Save new automation rule
GET /automations/{id}/edit	Edit automation rule
POST /automations/{id}/toggle	Enable/disable rule
DELETE /automations/{id}	Delete rule
GET /escalations	Human escalation queue
POST /escalations/{id}/assign	Assign escalation to a staff member
POST /escalations/{id}/resolve	Mark escalation as resolved
POST /escalations/{id}/dismiss	Dismiss escalation

Key Files

Type	Path
Service	app/Services/AutomationService.php — condition checker + action dispatcher
Service	app/Services/IntentRouter.php — keyword intent detection (9 intents)
Service	app/Services/FailoverService.php — OpenAI failover wrapper
Model	app/Models/AutomationRule.php
Model	app/Models/AutomationRun.php — execution log
Model	app/Models/AiActionLog.php
Model	app/Models/EscalationQueue.php
Controller	app/Http/Controllers/AutomationController.php
Table	automation_rules — trigger_type, conditions (JSON), actions (JSON), is_active
Table	automation_runs — rule_id, trigger_data, actions_taken, ran_at
Table	ai_action_logs — event_type, call_log_id, data (JSON), created_at
Table	escalation_queue — tenant_id, call_log_id, priority, status, assigned_to, resolved_at

Automation Triggers (10)

Trigger	Fired By
missed_call	VobizService: call duration < 15 seconds
call_ended	VobizService: hangup webhook received
call_negative_sentiment	VobizService: sentiment analysis = negative
appointment_booked	AppointmentsController: appointment created
appointment_cancelled	AppointmentsController: appointment cancelled
new_customer	CustomersController: new customer created (first call)
lead_stage_changed	CustomersController: pipeline stage updated
inbound_sms	TwilioService: inbound SMS webhook received
inbound_whatsapp	TwilioService: inbound WhatsApp webhook received
low_wallet	BillingService: wallet falls below threshold

Automation Actions (6)

Action	What It Does
send_sms	Sends an SMS to the customer (or a custom number)
send_whatsapp	Sends a WhatsApp message to the customer
notify_staff	Sends an internal notification to a staff member
move_lead	Moves the customer to a specified pipeline stage
create_escalation	Creates a record in the escalation queue
add_tag	Adds a tag to the customer record (future — tag system)

Escalation Queue

When the AI detects an emergency or human escalation request during a call, or when an automation rule creates an escalation, a record is added to the escalation queue.

Priority Levels

• emergency — caller mentioned emergency; shown at top in red
• high — caller requested human; shown in orange
• normal — complaint or negative sentiment; shown in yellow
• low — routine escalation; shown in green

AI Action Log

Every significant AI event is recorded in ai_action_logs:

• intent_detected — intent identified by IntentRouter
• response_generated — OpenAI returned a response
• escalation_triggered — emergency or human handoff created
• failover_activated — OpenAI failed, fallback response used

What's Complete

• Automation rules engine: full CRUD, 10 trigger types, conditional logic (AND), 6 action types
• Visual workflow builder UI: trigger cards → condition builder → action builder → save
• AutomationService: condition checker + action dispatcher + run logger
• IntentRouter: 9-intent keyword detection before OpenAI call
• FailoverService: wraps every OpenAI call, intent-aware fallback responses
• AiActionLog: every intent/response/escalation/failover event logged
• ConversationEngine updated: IntentRouter + FailoverService + AiActionLog wired in
• Human escalation queue dashboard: priority levels, assign/resolve/dismiss workflow
• VobizService wired: call_ended + missed_call + call_negative_sentiment triggers
• AppointmentsController wired: appointment_booked + appointment_cancelled triggers
• Automation + Escalation nav items in sidebar

What's Deferred

• Multi-channel context sync (same context across call + SMS + WhatsApp)
• Role-based AI permissions (different AI behaviour per caller segment)
• Twilio hangup trigger wiring (same as Vobiz — needs TwilioService update)
• Zapier-style event bus (pub/sub for external integrations)