What's real, what's simulated. Every answer the line gives traces to one of these — nothing is scripted.
The demo runs on three sources. Two are real and queried live on every call; one is a clearly-labeled simulation standing in for a system you'd connect in production. The records are synthetic — realistic, but not a real customer's data.
A real Salesforce org, queried live over secure API auth on every call. Identity, prescriptions, order status, and open cases all come from here — change a record and the next call reflects it.
| Object | Fields the line reads | Used for |
|---|---|---|
| Contact | Name, Phone, Customer_Type__c, AccountId | Identify the caller; owner vs. prescriber |
| Prescription__c | Pet_Name__c, Medication__c, Dosage_Form__c, Refills_Remaining__c, AutoRefill__c, Last_Order_Status__c, Tracking_Number__c, Cold_Chain__c, Order_Date__c | Answer "where is my order?"; judge on-track vs. overdue |
| Case | CaseNumber, Subject, Status, Description (open only) | Recognize an existing issue the caller mentions |
To connect yours: map these demo field names to your real Salesforce schema and we point the line at yours.
Policy articles the line can consult. For order timing it retrieves the processing-time policy (compounded medications typically ship within ~5 business days), and the system compares that policy to the order's Order_Date__c to decide, in code, whether an order is on track or overdue. The judgment is a calculation on real data — not a guess, and not a fixed sentence.
To connect yours: the processing-time window and the "overdue" threshold are yours to set — give us your real policy numbers.
The one simulated source. A function returns canned tracking — status, city, ETA, and a cold-chain indicator — keyed by the prescription's Tracking_Number__c. The tool interface is identical to a live carrier; in production you swap in the real UPS/USPS/carrier feed and the line behaves the same with zero logic change.
To connect yours: tell us which carrier(s) and API you use and we wire the real one in.
| Element | Covered by |
|---|---|
| Owners & prescribers | Sarah, James, Dana, Marcus (owners); Dr. Raman, Dr. Foster (prescribers) |
| Order status — shipped / delivered / processing | Bailey (shipped), Luna (delivered + processing), Biscuit/Ziggy (processing) |
| On-track vs. overdue (policy) | Luna methimazole (on track) vs. Biscuit & Ziggy (overdue) |
| Cold-chain — normal vs. excursion | Bailey insulin (normal) vs. Ziggy insulin (excursion → safety warning) |
| Refills — available vs. 0 (needs vet auth) | Bailey Enalapril & Ziggy methimazole (0 refills) |
| Controlled substances | Prescriber calls surface controlled-substance policy from the knowledge base |
| Open cases | Sarah's "Gourmeds arrived crumbled" case surfaced on reference |
| Identification edge cases | Ambiguous pair (Alex Chen); unknown caller (identify by voice) |
See it live on the Try it page, or the full pipeline on How it works.