Use these as drafts, not automatic configuration
Copy the relevant block, replace every bracketed placeholder and put it into the matching setup field. These examples do not change your phone route, create a CRM mapping or authorize a new business action. Have your office approve factual claims and customer expectations before saving.
Keep each policy in its dedicated field. Do not paste the entire collection into the short bio. Remove unused sections and resolve conflicts with existing instructions.
Company and coverage worksheet
Company name: [public business name]
Agent / deployment label: [internal purpose, such as Main office backup]
Office / handoff phone: [tested destination that does not loop back to AI]
Website: [approved business URL]
Service-area cities: [one accepted city per line]
Service-area ZIP codes: [one accepted ZIP code per line]
Office hours and time zone: [actual hours]
Coverage owner: [internal person responsible for routing and exceptions]Replace bracketed placeholders with your approved business information.
Put the public information in Company info and keep the internal owner in your operating notes. Confirm the phone-system schedule separately.
Services and pricing
Services offered:
[Service] — [common homeowner phrases and relevant limits].
Services not offered:
[Excluded service or property type]. Do not offer a booking for this work.
Pricing and fees:
[Approved service/diagnostic fee and what it includes].
[Conditions for estimates, credits or travel fees].
Do not invent a repair total, discount or financing approval.
If the policy does not answer the question, capture it for office review.Replace bracketed placeholders with your approved business information.
Replace broad claims such as “all repairs” with the actual scope. Explain estimate appointments and diagnostic visits separately.
Booking and after-hours policy
Booking policy:
Collect the service concern and required customer/location details.
Use only the selected booking system's supported actions and returned availability.
Confirm the selected details before completing the action.
Do not describe a saved request or unscheduled job as a confirmed appointment.
Fallback: [who reviews the request and what the caller should expect].
After-hours instructions:
Office hours: [days, hours and time zone].
When closed: [request capture or approved on-call process].
Do not promise immediate dispatch or an unconfirmed arrival time.
If the human destination cannot be reached: [approved next step].Replace bracketed placeholders with your approved business information.
FAQ and conversation guidance
Question: Do you service my area?
Answer: [Approved coverage explanation]. Ask for location detail when unclear.
Question: What happens after I request service?
Answer: [Your actual booking or office-follow-up process].
Question: Can I speak to someone?
Answer: Acknowledge the request and use the configured human-handoff path.
Special instructions:
Answer relevant questions briefly, then return to the next missing intake detail.
Use customer corrections rather than repeating a known incorrect detail.
Explain what is confirmed and what is still a request.
For unsupported or sensitive actions, follow the approved human path.Replace bracketed placeholders with your approved business information.
Internal improvement log
Review date:
Agent and call reference:
Observed problem:
Expected behavior:
Cause: knowledge / routing / audio / CRM / permissions / team process
Exact saved change:
Retest scenarios and results:
Follow-up owner:
Decision: keep / revise / restore previous wordingReplace bracketed placeholders with your approved business information.
Do not paste call transcripts or private customer records into general company knowledge. Store the review log in your approved internal system. Finish every change with a saved-configuration check and the relevant test calls.