"Stage Manager" (Customer Success & Support)

When a named account hits a high-risk moment, Stage Manager rings the CS owner — never the customer — captures a closed-set 1/2/3 decision in ~60s, and hands it to the next system as an action intent.

Comment

The problem

Every company pages an engineer when a server goes down. Nobody pages the human who owns the renewal when the account goes quiet. Customer Success owns the revenue relationship; Slack owns the noise. When support loops, SLA turns red, an agent hits needs_human, or onboarding stalls — the alert hides under everything else until churn is already expensive.

PagerDuty-style tools phone you to acknowledge an alert. Ack is not a decision.

1 — Real World Impact Right person: interrupt the account owner, not the account. Never the customer.

Faster decision: closed-set 1/2/3 line reading in ~60 seconds instead of thread archaeology.

Audit trail: every decision lands in the prompt book (NDJSON audit log) and show report — the kind of trail you hand a manager, not another Slack shrug.

Monday-morning practical: four real CS cues (stuck support, SLA risk, agent-needs-decision, health/onboarding stall), one engine, and a decision → action-intent seam pointed at the systems CS teams already use.

2 — Quality of the Idea

Phone-call agents mostly point outward (sales dialers, customer bots) or stop at incident ack. Stage Manager points the phone inward at the B2B customer-success / renewal lane — still open on the awesome-list — and treats the call as a structured decision capture, not a conversation. The decision is state, then an action intent for the next system (ticket / CRM / Slack), not a chat ack.

3 — Technical Implementation (CALL-E at runtime)

CALL-E SDK (@call-e/calle): calls.create → persist call id → calls.waitForResult (not createAndWait), with idempotency keys. Optional webhookUrl + CALLE_WAIT=0 for async completion.

Result mapping prefers failureCode / completionConfidence / structuredResult; summary heuristics only when codes are absent. Never invent a decision.

Identity read-back: spoken 4-digit stage code before a 1/2/3 is logged as the call-sheet owner’s decision.

Safety rails: dress rehearsal (dry-run) by default; live requires --live + PLACES; CS owner only; fixture phones rejected on live; per-owner call budget; timezone-aware quiet hours; HOLD/failure never poison cue dedupe; untrusted cue text wrapped before it reaches the prompt.

93 tests + typecheck; webhook-shaped stdin and POST /cue HTTP listener; exit codes 0/2 (HOLD)/3.

Operator-proven live ladder, misses included: voicemail and unclear captures logged alongside the two successful curtain-up decisions. Redacted evidence in the repo.

4 — Product Experience & Demo

Judges run the full loop in four commands with no API key: dress rehearsal → line readings → action-intent dry-run → local receipt.

Deployable inbound: npm run serve-cue → curl POST /cue → same engine → apply-action --dry-run shows the action-intent seam (Slack/GitHub live send is a stab, out of MVP — we do not fire a channel).

Curtain-up (real ring) is one env file away, gated on purpose.

≤3 min demo: problem first, then dress rehearsal CLI, then the live CALL-E transcript (stage code + option 1). Handset audio lives on the CS owner’s phone.

What's next Zendesk / Salesforce adapter shapes documented at the seam. Slack + GitHub HTTP send is a stab (out of MVP — do not fire).

Awesome-list PR is open: https://github.com/CALLE-AI/awesome-phone-call-agents/pull/250 — paste that URL on the Devpost form.

Most Valuable Feedback

See submission/mvf-feedback.md — structured feedback for the MVF survey (closed-set flakiness, no DTMF, failureCode docs, idempotency retries, identity primitive wishlist).

MVF survey submitted 2026-08-27. Confirm/edit link in mvf-feedback.md. Operator steps: ../notes/SUBMIT.md.

Built with typescript · node · call-e · vitest · zod · github-pages · github-actions

Links Repo: https://github.com/assafbar2/customer-success-voice-signal-hackathon Judge site: https://assafbar2.github.io/customer-success-voice-signal-hackathon/ Skill: skills/customer-success-voice-signal/ Live evidence (redacted): submission/evidence/ · full ladder: research/calle-api-notes.md MVF: submission/mvf-feedback.md (survey submitted 2026-08-27) Awesome-list PR (required on the form): https://github.com/CALLE-AI/awesome-phone-call-agents/pull/250 Demo video (required YouTube/Vimeo): https://youtu.be/yvRq7P8F5-c CALL-E account email: assafbar@gmail.com CALL-E key: iams_live_NmLNyrxe1...

Built With

Share this project:

Updates

Submission history