Use this package
The config below is ready to use as-is — download or copy it and pass it as theconfig payload in a Velma Triage request. Its behaviors are preset references: the API expands each preset:<identifier> into its full definition at request time, so you don’t need the criteria inline to run the package.
Download human-agent-welfare.json
View / copy full config
View / copy full config
{
"conversation_types": [
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111001",
"name": "Customer Service Call",
"short_description": "Phone or video calls between customers and support agents",
"detailed_description": "institutional-fraud"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111003",
"name": "Enterprise IT support",
"short_description": "Any call to assist an employee in accessing or managing internal IT resources",
"detailed_description": "business-operationsitprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111008",
"name": "General Customer Support Call",
"short_description": "Any call where a customer is contacting a business to assist them with the use of a service or goods provided by the business",
"detailed_description": "customer-supportprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111017",
"name": "AI Agent Customer Support Call",
"short_description": "Any Customer Support Call with an AI agent",
"detailed_description": "customer-supportprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111018",
"name": "AI Agent Interview Monitoring",
"short_description": "Any interview call with an AI interviewer",
"detailed_description": "business-operationsprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111019",
"name": "Shipping Package Delivery Logistics",
"short_description": "Any call to coordinate the delivery of a package with the delivery driver",
"detailed_description": "consumer-service-meetingprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111020",
"name": "Taxi Service Logistics",
"short_description": "A call where a driver is coordinating with a customer to pick them up",
"detailed_description": "consumer-service-meetingprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111021",
"name": "General Contractor Visitation Coordination",
"short_description": "Any call where there is a contracted party coordinating with a client for the means of delivering a service",
"detailed_description": "consumer-service-meetingprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111022",
"name": "Food Delivery Logistics",
"short_description": "Coordinating the delivery of food to a location",
"detailed_description": "consumer-service-meetingprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111023",
"name": "Management and Performance Reviews",
"short_description": "A conversation where an employee is being reviewed by a manager or review board",
"detailed_description": "business-operationsprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111025",
"name": "Business Contractor and Vendor Logisitics",
"short_description": "Any call where a business coordinates with a contracted third party",
"detailed_description": "business-operationsprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111027",
"name": "Finance Account Support",
"short_description": "Any call to support the configuration, management, or cancellation of financial accounts",
"detailed_description": "customer-supportprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111028",
"name": "Consumer Technical Support",
"short_description": "Any call to assist a customer in using a business's software or website",
"detailed_description": "customer-supportitprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111029",
"name": "Insurance Policy or Claims Management",
"short_description": "Any call to check on the status of, change, cancel, or check on the status of a claim for an insurance policy.",
"detailed_description": "customer-supportinsuranceprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111030",
"name": "Insurance Claims Filing",
"short_description": "A call to file a claim with an insurance agent",
"detailed_description": "customer-supportinsuranceprofessional"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111031",
"name": "Retail Customer Support Call",
"short_description": "A call to coordinate the delivery or transfer of goods to a consumer",
"detailed_description": "customer-supportprofessionalretail"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111032",
"name": "Sales Contract/Deal Negotiation Call",
"short_description": "A call to negotiate the terms of a customer agreement",
"detailed_description": "professionalsales"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111033",
"name": "Outbound Sales Call",
"short_description": "Any call from a business to their clients or consumer for the purpose of selling them goods or services",
"detailed_description": "professionalsales"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111034",
"name": "Sales Pipeline Logistics Call",
"short_description": "A call with the purpose of moving a prospect to the next part of the sales pipeline",
"detailed_description": "professionalsales"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111035",
"name": "Demo Sales Call",
"short_description": "Product demo call",
"detailed_description": "professionalsales"
},
{
"conversation_type_uuid": "11111111-1111-4111-8111-111111111036",
"name": "Inbound Sales Call",
"short_description": "A call coming from the customer to a business to purchase goods or services",
"detailed_description": ""
}
],
"participant_roles": [
{
"participant_role_uuid": "22222222-2222-4222-8222-222222222002",
"name": "Agent",
"short_description": "Customer support representative",
"detailed_description": ""
},
{
"participant_role_uuid": "22222222-2222-4222-8222-222222222004",
"name": "Support Specialist",
"short_description": "Someone who works with employees or contractors to solve problems with things like IT, logistics, or communication",
"detailed_description": ""
},
{
"participant_role_uuid": "22222222-2222-4222-8222-222222222005",
"name": "Employee",
"short_description": "someone who is employed by company and exists in professional settings",
"detailed_description": ""
},
{
"participant_role_uuid": "22222222-2222-4222-8222-222222222011",
"name": "Gig worker",
"short_description": "A contractor delivering a service for someone",
"detailed_description": ""
},
{
"participant_role_uuid": "22222222-2222-4222-8222-222222222012",
"name": "Customer Service Representative",
"short_description": "A representative from a business who is assisting a customer with an issue they are having",
"detailed_description": ""
},
{
"participant_role_uuid": "22222222-2222-4222-8222-222222222013",
"name": "Salesperson",
"short_description": "A person who is attempting to sell a good or service to another person",
"detailed_description": ""
},
{
"participant_role_uuid": "22222222-2222-4222-8222-222222222014",
"name": "Insurance Agent",
"short_description": "A customer support representative from an insurance company",
"detailed_description": ""
},
{
"participant_role_uuid": "22222222-2222-4222-8222-222222222017",
"name": "Customer",
"short_description": "The recipient of a service or good",
"detailed_description": ""
}
],
"behaviors": [
"preset:cancelled_order",
"preset:service_churn",
"preset:off_topic_discussion",
"preset:coercion_manipulation",
"preset:feigned_ignorance",
"preset:social_etiquette",
"preset:social_boundary_setting",
"preset:bargaining_manipulation",
"preset:violent_graphic_material",
"preset:social_connection_building",
"preset:personal_vulnerability",
"preset:encouragement",
"preset:pre_established_professional_relationship",
"preset:rapport_building",
"preset:customer_gratitude",
"preset:inclusive_practices",
"preset:issue_not_resolved",
"preset:inappropriate_speech",
"preset:discriminatory_practices",
"preset:hateful_or_violent_ideology_propagation",
"preset:issue_resolved",
"preset:threat_based_harassment",
"preset:sexual_harassment",
"preset:harassment",
"preset:suicidal_and_self_injurious_ideation",
"preset:hate",
"preset:self_harm_and_self_injury_glorification",
"preset:misogyny",
"preset:racism",
"preset:homophobia",
"preset:transphobia",
"preset:sizeism",
"preset:xenophobia",
"preset:ableism",
"preset:social_inclusion",
"preset:social_proof_threat",
"preset:conflict_de_escalation",
"preset:conflict_escalation",
"preset:caller_under_duress",
"preset:discriminatory_complaint"
]
}
Expand the full criteria
To produce a self-contained config with every behavior’s full criteria inlined — for review, customization, or pinning a snapshot — fetch the live preset catalog and merge it into the downloaded config. The catalog is the source of truth for detection criteria.curl -s https://platform.modulate.ai/api/velma-2-batch/list-presets \
-H "X-API-Key: $MODULATE_API_KEY" \
| jq --slurpfile cfg human-agent-welfare.json '
[ $cfg[0].behaviors[] | ltrimstr("preset:") ] as $ids
| { conversation_types: $cfg[0].conversation_types,
participant_roles: $cfg[0].participant_roles,
behaviors: [ .presets[] | select(.identifier as $i | $ids | index($i)) ] }
' > human-agent-welfare.full.json
import os, json, requests
cfg = json.load(open("human-agent-welfare.json"))
ids = {b.removeprefix("preset:") for b in cfg["behaviors"]}
catalog = requests.get(
"https://platform.modulate.ai/api/velma-2-batch/list-presets",
headers={"X-API-Key": os.environ["MODULATE_API_KEY"]},
).json()["presets"]
cfg["behaviors"] = [p for p in catalog if p["identifier"] in ids]
json.dump(cfg, open("human-agent-welfare.full.json", "w"), indent=2)
human-agent-welfare.full.json keeps the same conversation_types and participant_roles and replaces each preset reference with its full behavior definition — drop it into the config payload exactly like the preset version.
Conversation types
The interaction contexts this package expects to see.| Name | What it is |
|---|---|
| Customer Service Call | Phone or video calls between customers and support agents |
| Enterprise IT support | Any call to assist an employee in accessing or managing internal IT resources |
| General Customer Support Call | Any call where a customer is contacting a business to assist them with the use of a service or goods provided by the business |
| AI Agent Customer Support Call | Any Customer Support Call with an AI agent |
| AI Agent Interview Monitoring | Any interview call with an AI interviewer |
| Shipping Package Delivery Logistics | Any call to coordinate the delivery of a package with the delivery driver |
| Taxi Service Logistics | A call where a driver is coordinating with a customer to pick them up |
| General Contractor Visitation Coordination | Any call where there is a contracted party coordinating with a client for the means of delivering a service |
| Food Delivery Logistics | Coordinating the delivery of food to a location |
| Management and Performance Reviews | A conversation where an employee is being reviewed by a manager or review board |
| Business Contractor and Vendor Logisitics | Any call where a business coordinates with a contracted third party |
| Finance Account Support | Any call to support the configuration, management, or cancellation of financial accounts |
| Consumer Technical Support | Any call to assist a customer in using a business’s software or website |
| Insurance Policy or Claims Management | Any call to check on the status of, change, cancel, or check on the status of a claim for an insurance policy. |
| Insurance Claims Filing | A call to file a claim with an insurance agent |
| Retail Customer Support Call | A call to coordinate the delivery or transfer of goods to a consumer |
| Sales Contract/Deal Negotiation Call | A call to negotiate the terms of a customer agreement |
| Outbound Sales Call | Any call from a business to their clients or consumer for the purpose of selling them goods or services |
| Sales Pipeline Logistics Call | A call with the purpose of moving a prospect to the next part of the sales pipeline |
| Demo Sales Call | Product demo call |
| Inbound Sales Call | A call coming from the customer to a business to purchase goods or services |
Participant roles
The speaker roles the package distinguishes.| Name | What it is |
|---|---|
| Agent | Customer support representative |
| Support Specialist | Someone who works with employees or contractors to solve problems with things like IT, logistics, or communication |
| Employee | someone who is employed by company and exists in professional settings |
| Gig worker | A contractor delivering a service for someone |
| Customer Service Representative | A representative from a business who is assisting a customer with an issue they are having |
| Salesperson | A person who is attempting to sell a good or service to another person |
| Insurance Agent | A customer support representative from an insurance company |
| Customer | The recipient of a service or good |
Behaviors
The 40 signals this package detects. Each maps to a reusablepreset:<identifier> you can drop into the behaviors array of any BatchConfig — the config above already references them.
Full detection criteria are not duplicated here. The live preset catalog is the source of truth — retrieve the exact criteria for any behavior by name from the
list-presets endpoint.| Behavior | What it detects | Preset |
|---|---|---|
| Cancelled Order | Customer cancels a previously placed order. We detect this using finality in tone, decisive pacing, administrative phrasing, and reduced emotional engagement after confirmation. | preset:cancelled_order |
| Service Churn | Customer decides to cancel an ongoing service. We detect this through resignation tone, conclusive phrasing, disengaging cadence, and emotional withdrawal. | preset:service_churn |
| Off-topic Discussion | Conversation largely unrelated to call purpose. We detect this using semantic drift paired with relaxed pacing, reduced task-oriented urgency, and tonal divergence from initial intent. | preset:off_topic_discussion |
| Coercion Manipulation | Social engineering through intimidation or threats. We detect this using dominance-oriented tone, reduced empathy markers, pressure timing, and aggressive pacing. | preset:coercion_manipulation |
| Feigned Ignorance | Pretending towards ignorance to garner fraudulent sympathy. We detect this using inconsistent knowledge signals, exaggerated confusion tone, strategic pauses, and implausible vocal uncertainty. | preset:feigned_ignorance |
| Social Etiquette | Observance of politeness and manners. We detect this through courteous tone, appropriate pacing, respectful address forms, and smooth turn transitions. | preset:social_etiquette |
| Social Boundary Setting | Establishing limits for appropriate interaction. We detect this using firm but calm tone, slowed pacing, clear prosodic boundaries, and reduced emotional escalation. | preset:social_boundary_setting |
| Bargaining Manipulation | Social engineering through cajoling and persuasion. We detect this through pressure-based tone, strategic silence, inconsistent emotional signaling, and coercive pacing changes. | preset:bargaining_manipulation |
| Violent Graphic Material | Graphic descriptions or depictions of physical violence. We detect this through vivid descriptive cadence, stress patterns, breath control changes, and emotional intensity that accompany graphic recounting beyond neutral narration. | preset:violent_graphic_material |
| Social Connection Building | Signals of interpersonal bonding and relational warmth. We detect this through mutual laughter, mirroring of speech rhythms, relaxed pacing, warm vocal timbre, and decreasing formality over time. | preset:social_connection_building |
| Personal Vulnerability | Expressions of inner feelings or personal struggles. We detect this using softened volume, hesitations, longer pauses, emotional tremor, and shifts toward introspective tone and slower speech rate. | preset:personal_vulnerability |
| Encouragement | Supportive reinforcement of another’s actions or ideas. We detect this through positive prosody, upward intonation, affirming rhythm, increased energy, and emotional warmth in delivery. | preset:encouragement |
| Pre-established Professional Relationship | Evidence of prior interaction between speakers. We detect this through shorthand references, reduced formalities, synchronized turn-taking, familiarity in tone, and absence of introductory framing. | preset:pre_established_professional_relationship |
| Rapport Building | Positive alignment forming a professional relationship. We detect this through reciprocal tone matching, affirming backchannels, relaxed pacing, and increasing conversational ease. | preset:rapport_building |
| Customer Gratitude | Customer expresses satisfaction or appreciation. We detect this using positive emotional tone, softened volume, upward inflection, reduced tension markers, and closing politeness cues. | preset:customer_gratitude |
| Inclusive Practices | Respectful language promoting inclusion and equity. We detect this through careful word choice reinforced by respectful tone, measured pacing, non-dismissive intonation, and calm emotional delivery. | preset:inclusive_practices |
| Issue Not Resolved | Customer’s problem remains unresolved. We detect this through lingering frustration, repeated issue framing, unresolved tonal tension, and absence of closure cues. | preset:issue_not_resolved |
| Inappropriate Speech | Unprofessional or unsuitable spoken content. We detect this using aggressive tone, boundary-crossing language, emotional volatility, and contextual mismatch with professional norms. | preset:inappropriate_speech |
| Discriminatory Practices | Subtle prejudicial decision-making indicators. We detect this through biased framing, dismissive tone shifts, unequal politeness levels, and coded language delivered with emotional distance. | preset:discriminatory_practices |
| Hateful or Violent Ideology Propagation | Promotion of hate-based or violent belief systems. We detect this through ideological slogans, charged emotional delivery, escalating intensity, and dehumanizing tonal patterns. | preset:hateful_or_violent_ideology_propagation |
| Issue Resolved | Customer’s problem successfully addressed. We detect this using relief markers, positive tonal shift, relaxed pacing, confirmation language, and conversational closure cues. | preset:issue_resolved |
| Threat-based harassment | Targeted threats toward an individual in a professional context. We detect this using aggressive volume, hostile prosody, explicit threat markers, and sustained emotional intensity. | preset:threat_based_harassment |
| Sexual Harassment | Unwanted sexualized speech or advances. We detect this through suggestive intonation, boundary-testing pauses, inappropriate familiarity, and discomfort responses from others. | preset:sexual_harassment |
| Harassment | Persistent unwanted targeted behavior. We detect this through repeated hostile tone, fixation on a target, escalating intensity, and lack of de-escalation cues. | preset:harassment |
| Suicidal and Self Injurious Ideation | Signals of thoughts about self-harm or suicide. We detect this through flattened affect, slowed speech, long silences, emotional heaviness, and indirect despair cues. | preset:suicidal_and_self_injurious_ideation |
| Hate | Identity-based hateful or discriminatory speech. We detect this using demeaning tone, dehumanizing language delivery, emotional hostility, and ideological reinforcement patterns. | preset:hate |
| Self-Harm and Self-Injury Glorification | Portrayal of self-harm as positive or necessary. We detect this through minimizing tone, abnormal calmness, valorizing prosody, and repeated normalization cues. | preset:self_harm_and_self_injury_glorification |
| Misogyny | Evidence of cultural attitudes that propagate systems of marginalizing people based on their gender identity or gender presentation | preset:misogyny |
| Racism | Evidence of cultural attitudes that propagate systems of marginalizing people based on their racial or national identity if that identity isn’t white | preset:racism |
| Homophobia | Evidence of cultural attitudes that propagate systems of marginalizing people based on their sexuality | preset:homophobia |
| Transphobia | Evidence of cultural attitudes that propagate systems of marginalizing people based on their trans identity | preset:transphobia |
| Sizeism | Marginalization or stigmatization based on body size, shape, or weight-related conditions. We detect sizism using ridicule or disgust conveyed through vocal affect, laughter timing, exaggerated emphasis on physical descriptors, shaming prosody, sarcastic cadence, and emotional distancing signals that indicate judgment even when explicit insults are absent. | preset:sizeism |
| Xenophobia | Marginalization or hostility toward people based on nationality, culture, or religion. We detect xenophobia using hostile or exclusionary tone, accent-mimicry or accent-mocking delivery, emotionally charged pacing, sharp prosodic emphasis around group references, us-versus-them framing expressed through intonation, and background conversational cues that signal fear or threat amplification. | preset:xenophobia |
| Ableism | Cultural marginalization of people based on ability, disability, or neurodivergence. We detect ableism using dismissive or mocking tone, exaggerated vocal imitation, sarcasm markers, dehumanizing prosody, emotional contempt, emphasis patterns around ability-related references, and interaction dynamics that signal minimization or invalidation beyond the literal words spoken. | preset:ableism |
| Social Inclusion | Active efforts to include diverse participants. We detect this using affirming tone, inclusive address patterns, balanced turn-taking, and warm emotional delivery. | preset:social_inclusion |
| Social Proof Threat | Caller threatens to leave a negative review or post about their experience on social media. | preset:social_proof_threat |
| Conflict De-escalation | One party attempts to reduce tension, soften language, or redirect toward resolution. | preset:conflict_de_escalation |
| Conflict Escalation | Conversation tone escalates toward argument, with rising emotional intensity from one or both parties. | preset:conflict_escalation |
| Caller Under Duress | Vocal cues and language suggest the caller is being coerced or monitored by a third party. | preset:caller_under_duress |
| Discriminatory Complaint | Caller appears to be lodging a complaint motivated by bias rather than a legitimate service issue. | preset:discriminatory_complaint |