Gather your approved information
Start with services, hours, locations, service areas, common questions, and contact routes. Identify who owns this information and how updates should be reviewed.
Map the calls you actually receive
List your common call types. For each one, write the desired outcome and the information needed to get there. Include callers who want a person and customers with requests outside your usual scope.
Review integrations as workflows
Instead of starting with a list of app names, describe the task: create a lead, request an appointment, or notify a team. Then verify permissions and supported actions in the systems involved.
Decide how data should be handled
Before real calls are activated, agree on disclosures, recording settings, access, retention, and deletion. Document these decisions with the people responsible for your business’s data practices.
Define your review process
Test representative scenarios, review summaries, and confirm fallback behavior. After activation, decide who reviews issues and how knowledge or conversation changes are approved.