The decision to make first
Business facts become inconsistent when the website, staff notes and assistant are updated separately by different people over time. Keep one approved fact register with a source owner and explicit review triggers for hours, services, coverage and contact instructions.
What the handoff should contain
For each fact record the current wording, responsible role, approval date, places where it is used and the condition that requires review.
Suggested wording to approve
Example wording: “I can answer from the business information approved for this service. If that information does not cover your question, the office should confirm it.”
Test the difficult case
Change a fictional opening hour in the test register and check that every intended answer surface receives the same update. Do not allow a copied old webpage or a caller’s statement to overwrite the business’s approved operating policy automatically.
Worked example
Fictional example: The office changes Saturday hours in its approved register, while an old brochure still says it is closed. The assistant should follow the approved current fact and flag the conflicting material for correction. A caller quoting the brochure should not be able to overwrite the current rule through conversation alone.
Review it in operation
Review facts affected by a real business change and verify publication rather than assuming an edited document reached the assistant.
Check before you launch
- Keep one approved fact register with a source owner and explicit review triggers for hours, services, coverage and contact instructions.
- For each fact record the current wording, responsible role, approval date, places where it is used and the condition that requires review.
- Change a fictional opening hour in the test register and check that every intended answer surface receives the same update.
- Review facts affected by a real business change and verify publication rather than assuming an edited document reached the assistant.
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