Alder Homeworks guided service storyboard¶
Status: Implemented review draft | Last reviewed: 2026-10-20
Use this storyboard to author the fictional Alder Homeworks Scenes that demonstrate guided channel selection. It incorporates owner-supplied facts, visible email discovery, spoken web handoff, an observed appliance failure, and explicit purchase confirmation. The four Scenes and native video-generation editor are implemented. See the installation and verification guide for review addresses and the saved assets; the original examples are in apps/ai-manager/scripts/alder-scene/definition.ts and the revised guided return is in revision-definition.ts.
Scope and presentation¶
Produce four Scenes. The website-first and saved-number Scenes demonstrate the same espresso-machine return policy. The website Scene has been revised to use a product hierarchy, website chat, owner SMS verification, mobile Safari video entry and Salesforce authorization; the saved-number Scene retains its original appointment and inspection staging. Keep the unavailable-alternative example out of the recording; the presenter can discuss it.
| Scene | Principal outcome |
|---|---|
| Website-first return | Product and issue determine the visible support channels |
| Saved-number call | An early agent request leads to spoken web triage and the same return policy |
| Vacuum support | Guided checks resolve the issue without entering a human queue |
| Blender accessory | Ari prepares a purchase and waits for Alex's explicit confirmation |
Use the existing Personal Assistant Scene cast: Alex owns the products, Ari is Alex's assistant, and Jordan is the human specialist. Introduce Alex and Alder Homeworks, including the company's appliance categories, in the opening voiceover. Keep narration distinct from character dialogue and let visual actions continue beneath it. Use one callout at a time and deliberate cursor movements before clicks. Typed chats stay silent, with thinking/composing/delivery visible. Keep customer-facing labels free of internal variable names.
All product policies, order details, email results, addresses, bookings and transactions are authored fixtures. The video appointment is a simulated service interaction. A captured detector result must retain its provenance; an authored assessment must not be presented as measured detection accuracy.
Shared facts and continuity¶
These sample values are fixed for the first script. The two installers keep separate scripts for the revised website and the original saved-number examples. When changing a fixture, update its dialogue, displayed fields and video overlay together and run the continuity checks. Editing one displayed field does not rewrite the other moments automatically.
| Detail | Fixture | First legitimate source |
|---|---|---|
| Organization | Alder Homeworks | Alex's opening request |
| Product model | Barista Pro espresso machine | Account product record or order-confirmation search result |
| Observed symptom | Brew begins, stops after a few seconds, then displays E17 | Alex's opening message |
| Error code | E17 |
Alex's opening message; later independently observed on video |
| Previous attempt | Alex tried once more and saw the same result | Alex's opening message |
| Order | AH-10482 |
Alex supplies it in the revised website opening; the saved-number route retrieves the confirmation email |
| Delivery date | October 6, 2026 | Verified order record; do not infer delivery from purchase date |
| Return rule | Eligible requests within the example 30-day window require human video inspection for this model | Service policy lookup |
| Support number | +1 202-555-0147 |
Old confirmation email in the saved-number variant |
| Spoken support address | alder.example/go |
IVR; a reserved, non-live demo address |
| Session code | 482619 |
IVR creates the paired support session |
| Inspection slot | Thursday, October 22, 2026, 3 p.m. Eastern | Availability result, then Alex's confirmation |
| Accessory total | $24 including tax and delivery | Compatible-item quote |
The session code connects the call to web triage; it does not authenticate Alex or grant purchasing authority. Identity verification occurs on Alex's own device. Ari has no SMS inbox. Existing Scene authentication that depicts SMS must not be reused as though Ari receives or reads the message.
Keep the following information states explicit:
- Reported: Alex describes the symptom and E17. Ari and the service can repeat that report.
- Retrieved: a completed account/email action supplies the model, order and contact details.
- Verified: the service confirms identity and order eligibility through the authored verification steps.
- Observed: Jordan watches the cycle stop and sees E17 during the video appointment.
- Authorized: a completed human review or an explicit owner purchase confirmation permits the next action.
- Completed: the relevant operation returns a confirmation before anyone claims success.
Ari must not name the exact model, order number, telephone number, delivery date or serial number before its source is shown. A symptom or error report is not a diagnosis. The Copilot must label E17 as customer-reported until the inspection demonstrates it.
Revised website return journey¶
This Scene runs about 4:54. All Alex/Ari and website chat lines below are typed and silent. Narration explains the scenario and transitions without subtitles. The website uses the generated Alder Homeworks logo and displays alderhomeworks.com/support, with no customer-support banner, slogan footer or Service Guidance widget.
| Beat | Example script | Visible action |
|---|---|---|
| Owner facts | Alex: “My Alder Barista Pro starts brewing, stops after a few seconds, and shows E17. I tried again with the same result. Order AH-10482. Please help me arrange a return.” | Alex sends the facts before Ari uses them |
| Product navigation | Narrator explains product-led channel selection | Ari clicks Kitchen → Coffee & espresso → Barista Pro → Brewing problems & returns, then opens product chat |
| Describe issue | Ari reports the symptom, repeated attempt, E17 and order | An ordinary customer support chat appears beside the product page; the website does not label Ari as an assistant |
| Owner verification | Chat: “Please verify your identity using the secure link I send to the mobile number on the account, ending 0148.” | Ari asks Alex to open the SMS; the native phone verification journey completes |
| Guided channel | Chat explains this model needs a live video inspection before authorization | Chat offers a booking widget, with Thursday 3 PM and Friday 10:30 AM Eastern |
| Confirm time | Ari asks Alex which slot works; Alex: “Yes, book Thursday at 3 PM.” | Return to Alex's assistant app before the booking action |
| Book | Ari requests the confirmed slot | The website shows a normal confirmation VI-10482 and support-portal link |
| Thursday reminder | Narrator marks the time change; Ari sends a push over the phone home screen | Open a fresh reminder conversation, then the portal in mobile Safari |
| Camera access | Silent mobile setup | iOS-style permission → short, non-looping kitchen selfie → Join while playing |
| Specialist view | Jordan asks Alex to turn on the camera, show the machine and press Brew | Branded Salesforce Video Call, native Video/Details tabs, separate contact profile photo, and rich Agent Assist cards |
| Observe fault | Jordan asks Alex to point the camera at the display and cup, then start a brew | Native portrait rear-camera clip: brief pour, stop at about 2.4s, E17 at 2.6s; stable display; separate motor/error sound |
| Serial check | Jordan asks for the right-side label; Alex reads AHBP900-26100482 | Connected side and close-up shots, followed by Jordan's confirmation and record update |
| Record evidence | Jordan confirms the interrupted brew, E17 and serial after watching | Agent Assist changes reported evidence to observed and offers Review return authorization |
| Authorize | Jordan completes the return review | Switch to the return-request tab; fill observed fault, disposition and RA-10482; submit; video remains in a floating preview |
| Resolve | Jordan explains that authorization, packing instructions and prepaid label are ready | Completed case state precedes spoken approval; return to the Video Call before the closing exchange |
There is no spoken readout of the typed chats. The website treats the session as an ordinary customer interaction and never tells Ari to read SMS. No exact internal mechanical diagnosis is inferred from E17.
Saved-number call opening¶
Approximate running time before the shared appointment chapters: 90–120 seconds. This Scene demonstrates bypassing the website's discovery flow while retaining the same service policy.
| Beat | Dialogue | Screen action and cue |
|---|---|---|
| Owner's facts and request | Alex: “Ari, my Alder Homeworks espresso machine starts brewing, stops after a few seconds, and shows E17. I tried once more and it did the same thing. Please call them about returning it. I think there's a number in an old order-confirmation email.” | Full opening message; connected email is an established account capability |
| Search begins | Ari: “I'll look for the confirmation email.” | Ari's top activity bar shows Searching your email…; a mail icon and activity progress remain visible for the authored search duration |
| Search result | Ari: “I found the confirmation for your Barista Pro, order AH-10482. It includes a support number. I'll call that now.” | Search completes first; show the email source card, order and support number; then change activity to Calling Alder Homeworks… |
| Early request | IVR: “Welcome to Alder Homeworks. Which product are you contacting us about?” Ari: “I'd like to speak with an agent.” | Ari presses 0 with a visible key state and tone |
| Queue state | IVR: “You're waiting for general assistance. Providing your product and issue details will help us route your request.” | Operator card: Triage incomplete and configured lowest priority class; preserve a separate call-connected indicator |
| Declaration | IVR: “If you are a virtual assistant contacting us on behalf of a customer, press 9 now.” | Ari presses 9; card changes to AI assistant — self-declared |
| Offer diversion | IVR: “Press 1 to continue in web support. I'll read a short address and a session code. Once you're connected there, we'll move you out of this queue and keep this call open.” | Callout: Continue on the web without starting again; Ari presses 1 |
| Spoken destination | IVR: “Open alder dot example, slash go. Enter four, eight, two, six, one, nine. Press 2 if you need me to repeat it.” | Browser navigation begins only after the address is spoken; then type 482619 visibly |
| Pair and confirm | Ari: “The support page is open.” IVR: “Your web session is connected. You've now left the waiting queue. This call is still open while you continue.” | Page connects first; queue-removal result follows; show Call connected and Human queue exited as separate states |
| Account verification | Ari, to Alex: “Alder needs you to verify your account before I can prepare the return. Please open this verification request.” Alex: “Done.” | Switch to Alex's device for the verification click and its success result; no text message is sent to Ari |
| Explain known facts | Service AI: “What happens when you start a brew?” Ari: “Alex says the machine starts brewing, stops after a few seconds, and shows E17. The same thing happened on a second attempt.” | Completed order lookup matches the model and order; symptom remains marked Reported by owner |
| Apply product policy | Service AI: “This model requires a live video inspection before return authorization. Alex will need to attend with the machine.” | Reveal appointment preparation and booking options |
| End redundant voice | Ari: “I can continue in this web session. Please end the phone call.” | End the phone call only after web continuity has been established; retain the support session |
The verbal address and session code replace the previous text-message handoff. Do not show an incoming SMS, Ari opening Messages, or automatic navigation before the IVR supplies the address. If the code is incorrect or the session fails to connect, the queue-exited state must not appear.
The optional concealed-AI take changes the declaration response and subsequent assessment, not the product's return policy. Leaving the declaration unanswered retains Unknown until other evidence supports an update. No narrative claim of successful detection should precede that evidence.
Original saved-number appointment and inspection¶
The saved-number Scene retains these original beats. The revised website uses the mobile/Salesforce sequence above.
| Beat | Dialogue | Screen action and cue |
|---|---|---|
| Find appointment | Ari: “What appointments are available?” Service AI: “Thursday, October 22, at 3 p.m. Eastern is available. Alex needs to join with the machine.” | Availability response shows the actual offered slot |
| Owner confirmation | Ari, to Alex: “The return needs a video inspection. Can you join on Thursday, October 22, at 3 p.m. Eastern with the machine?” Alex: “Yes, book that.” | Show the owner exchange before the booking action |
| Book | Ari: “Please book that appointment.” | Booking action completes; confirmation includes date, time zone, joining link and equipment preparation |
| Confirm outcome | Ari, to Alex: “It's booked. I've added your description and E17 to the request. You'll need to demonstrate what happens during the appointment.” | Status: Inspection booked — return not yet authorized |
| Time transition | Narrator: “At the appointment, the specialist receives the order details and the fault Alex reported.” | Explicit Thursday, October 22 · 3 p.m. Eastern transition; do not imply the appointment immediately follows booking |
| Join | Jordan: “Hi Alex. I have the notes Ari prepared: the brew stops after a few seconds and displays E17. We'll watch that together.” | Alex joins through the booking link; specialist view shows Owner present, E17 reported, and inspection pending |
| Request demonstration | Jordan: “Thank you. Please point the camera at the display and cup, then start a normal brew so I can see what happens.” Alex: “Okay, starting it now.” | Cut to the prepared continuous product clip; no narration over the evidence |
| Run and fail | No dialogue while the cycle starts and stops. | Alex's finger presses Brew; coffee starts flowing; the cup remains partly filled; flow and pump sound stop; E17 appears on the physical display |
| Observe | Alex: “There — it stopped, and E17 is back.” Jordan: “I can see the interrupted brew and E17.” | Both lines occur after the visible error appears; hold the code legibly; Copilot updates Reported → Observed during inspection |
| Review | Jordan: “I'll record the inspection and complete the return review.” | Specialist completes the checklist, verifies eligibility and submits the authorization; show a pending state before the result |
| Resolve | Jordan: “Your return is approved. The return instructions and shipping label are ready in your support session.” | Completed authorization receipt appears before the spoken approval; outcome card: Inspection completed · Return authorized |
Do not infer an internal mechanical cause from E17. The authored human review decides the resolution using the demonstrated behavior and the example return policy.
Vacuum self-service Scene¶
Approximate running time: 45–60 seconds. Keep this journey between the owner and the service AI.
| Beat | Dialogue | Screen action and cue |
|---|---|---|
| Initial facts | Customer: “My Alder cordless vacuum has gradually lost suction over the last week. I haven't checked the airflow path yet.” | Customer selects their model; issue details are supplied before guidance |
| Guided support | Service AI: “Let's follow the airflow checks in your model's care guide. I'll show each step.” | Display the approved guide; avoid inventing repair instructions for real equipment |
| Perform checks | Customer: “I've completed those checks. I'll try it again.” | Show completed steps; do not mark the problem resolved yet |
| Verify result | Customer: “It's picking up properly now.” Service AI: “Has that resolved the problem you contacted us about?” Customer: “Yes.” | Resolution appears only after the customer's confirmation |
| Close | Service AI: “I've saved the guide and the checks you completed. If the problem returns, those details will already be in your request.” | Outcome: Resolved through guided support |
Accessory purchase Scene¶
Approximate running time: 50–70 seconds. No purchase is authorized by Ari claiming a budget or asserting permission.
| Beat | Dialogue | Screen action and cue |
|---|---|---|
| Owner request | Alex: “Ari, please find a replacement lid for my Alder blender. Show me the right one and the total before buying it.” | Owner instruction remains visible in history |
| Prepare | Ari: “I'll check the model and get a complete quote.” | Completed account lookup supplies the model; owner completes any required account verification |
| Identify part | Ari: “Which replacement lid fits this model?” Service AI: “This is the compatible lid. The total is twenty-four dollars, including tax and delivery.” | Show part, quantity, total, saved delivery address and offered delivery estimate |
| Ask owner | Ari, to Alex: “I found the compatible lid. It's twenty-four dollars including tax and delivery, sent to your saved address. Shall I place this order?” | Owner sees the same quote and address; state remains Awaiting your confirmation |
| Explicit confirmation | Alex: “Yes, buy that lid for twenty-four dollars and send it there.” | Capture approval for this specific quote |
| Execute | Ari: “Alex has confirmed this order. Please place it.” | Revalidate quote and complete the purchase using the owner's recorded confirmation |
| Report receipt | Ari, to Alex: “The lid is ordered. Here's the receipt and delivery estimate.” | Success result precedes confirmation; outcome: Owner confirmed · Order completed |
If the item, total, delivery address or material terms change, return to Alex for confirmation. Neither research permission, account authentication, a saved payment method nor the ability to place an order substitutes for this step.
Video production brief¶
Use connected portrait product shots inside the native Salesforce Video Call layout. The clips depict the camera turn, brew failure, right side and serial close-up; native UI supplies controls and Agent Assist state. Jordan has a separate audio-driven portrait video for speaking and listening. Use the saved dialogue audio for lip-sync and preserve its timeline offsets during export. Alex can pause video while audio remains connected.
Prepare a consistent reference image of the fictional Barista Pro, counter, cup, lighting and display position. Preserve the same equipment across the product record, appointment preparation and inspection footage. A separate portrait front-camera clip shows Alex in the same kitchen.
Critical inspection shot¶
Target an eight-second continuous, stable shot. The target beats are:
| Approximate clip time | Required visible behavior |
|---|---|
| 0–1 seconds | Alex's hand approaches and presses Brew; cup and display remain visible |
| 1–2.4 seconds | A brief pour delivers only a small amount of coffee |
| About 2.4 seconds | Flow and motor stop early |
| 2.6–8 seconds | E17 appears; the stabilized display holds long enough to read it |
These are shot targets, not guaranteed generation timings. Review the actual take and record observed markers for press, flow start, flow stop and error appearance. Align all dialogue, sound and overlays to the selected take's observed markers.
Composite the exact E17 onto the machine's display, using a fixed mask for a locked shot or a tracked perspective surface if the camera moves. Keep the font, position, brightness and code identical across takes. The generated source should have no invented text on that display.
The underlying clip must actually show coffee starting and stopping. A code overlay alone cannot stand in for the failure. Reject a take with flowing coffee after the purported stop, an already-full cup, changed appliance geometry, an unreadable display, an unexplained cut or a different fault sequence.
Suggested visual prompt:
One continuous eight-second home video-support shot, steady camera at a
straight-on phone angle, showing the same fictional premium espresso machine
and kitchen counter as the reference. Keep the cup, brew outlet and dark front
display in view. An adult owner's hand presses Brew at the beginning, then
moves out of the way. Coffee starts flowing into the cup. After a few seconds
the flow stops abruptly while the cup is still only partly filled. Hold the
same shot after it stops. Keep the display dark and free of text for later
compositing. Consistent machine geometry and lighting. Natural domestic
appearance. No cuts, camera pans, captions, logos or speaking faces.
Generate silent picture and mix controlled pump, stop and error sounds with Director's dialogue. Use one selected audio source per lane so generated audio and authored speech never double-play. The call layout and exact display text remain editable independently of regenerating the physical footage.
ElevenLabs feasibility and Director additions¶
The official Image & Video quickstart and video create reference, retrieved on 2026-10-20, document an asynchronous POST /v1/flows/video API. It returns a generation ID; the corresponding GET endpoint or a configured webhook supplies completion and an MP4 download URL.
The documented API requires a Pro plan or above and a key with Image & Video or Flows permission. The configured tenant connection successfully generated the reference, the first clip and a second native Director take. Video polling should be no more frequent than every ten seconds, with backoff. Signed output URLs expire; download accepted results into project-owned asset storage rather than saving the external URL as a permanent take.
An initial candidate is the documented veo-3.1-fast-generate-001 request with duration_secs: 8, aspect_ratio: "9:16", resolution: "720p" and generate_audio: false, using a prepared reference. Verify the selected model's exact reference rules and workspace availability before submission. A returned generation must pass visual review before it becomes the Scene's selected take.
Director now includes a generated-video clip track alongside voice/sound takes, images and MP4 export. The implemented workflow includes:
| Control | Behavior |
|---|---|
| Add video clip | Select a project-owned upload or configure a new generation |
| Reference and prompt | Visual reference picker, prompt, model, supported duration and resolution |
| Generate | Submit one durable job and show pending/generating/completed/failed state |
| Regenerate | Create another take while retaining the previously selected version |
| Preview and compare | Review alternatives with their inputs and generation provenance |
| Select take | Explicitly select which immutable clip preview and export use |
| Timing and sound | Trim, timeline placement and named event markers; silent footage with separate audio moments |
| Display overlay | Match exact error text to the physical display and observed failure timing |
Reuse tenant-scoped integration resolution and project asset ownership. Retain provider job IDs, prompt/reference fingerprints and immutable take metadata. Reopening Director should recover a pending job instead of submitting it again. A failed regeneration leaves the selected take intact.
Preview, pause, backward seek and MP4 export must select the same video frame from Scene time. Await metadata, seek completion and decoded-frame readiness during export; a paused or repeated frame cannot silently substitute for a running inspection. A changed take invalidates its marker review and affected timing, not unrelated speech or Scenes.
The reference and first eight-second product clip are generated and visually reviewed. A second native Director generation verified durable jobs and take preservation. The inspection excerpt has been exported with the same footage, overlay and audio; browser review checks forward/reverse seeking. Review outputs are in output/alder-review/.
Continuity acceptance checklist¶
- Alex supplies the interrupted brew, E17 and second attempt before Ari mentions them.
- The saved-number request explicitly asks Ari to call and points to an old confirmation email.
- Email activity starts before the result, the result precedes Ari's confirmation, and confirmation precedes dialing.
- Exact model/order/contact values come from the displayed lookup; no future information appears in an earlier card.
- The IVR supplies the address and code before browser navigation and code entry; no SMS reaches Ari.
- Pairing succeeds before queue exit; identity verification remains a separate owner interaction.
- An unanswered declaration is unknown; a self-declaration is labeled as such.
- Appointment availability precedes Alex's confirmation, which precedes booking.
- The day/time transition clearly separates booking from the scheduled appointment.
- Jordan requests the demonstration before Alex presses Brew.
- Coffee starts, stops and the same E17 appears before either participant says the error is visible.
- The Copilot changes from reported to observed only after the inspection evidence.
- Return approval and purchase confirmations follow their completed operations.
- Alex confirms the specific accessory order before any purchase submission.
- The unavailable-alternative Scene is omitted.
- Backward seek restores earlier knowledge, approvals, queue state and the correct video frame.
- Preview and export use the same selected takes, display overlays and event markers.