Prepare approved knowledge and fallback rules

Start with services, locations, hours, pricing boundaries, booking rules, cancellation rules, emergency rules, and frequently asked questions.

List topics the AI should not answer directly, such as legal advice, medical advice, pricing exceptions, refunds, safety emergencies, or account disputes.

Write what the agent should say when it is unsure, when the caller is upset, or when the call requires a person.

Use real call transcripts to improve the approved knowledge base instead of allowing the agent to guess.