The assistant uses your approved information and workflows. An unexpected question should lead to clarification or a defined fallback rather than an invented answer.

Approved fallback options #

• Ask the caller to clarify or repeat the request.
• Explain that the information is not available in the configured knowledge.
• Capture the question and contact details for your team.
• Attempt a transfer or escalation when that path is included and approved.

No unapproved promises #

The assistant should not invent prices, availability, delivery exceptions, refund terms, or a guaranteed callback time. If your team has approved a response window, that can be included in the call flow.

Improve repeated gaps #

Send us the call time, summary, and the approved answer when the same question comes up repeatedly. We can review whether it belongs in the knowledge or requires a workflow change. Applicable maintenance terms are defined in your proposal.