“Do you come to my neighborhood?” sounds simple until a crew serves some addresses in a county, only certain ZIP codes on weekends, or a neighboring city by special arrangement. The answer needs a boundary the business has approved.
Write the actual coverage map in plain language
Start with the cities or service areas the business publicly advertises, then have an owner identify exceptions. Separate routine service from after-hours coverage if those boundaries differ. Do not infer service from a nearby address, a map pin, or a caller's area code.
Ask for a location only when it matters
A service address or ZIP code may help the team decide whether it can take a request. Ask for the minimum detail needed for that decision and an appropriate callback number; do not promise a visit because the address appears nearby.
Design an honest uncertain answer
If a location falls at the edge of coverage or outside the approved list, the voice flow can say that the team needs to confirm availability. Capture the question for a human callback or follow the selected transfer rule. Avoid “we definitely serve you” unless the underlying rule is explicit.
Keep website and phone answers aligned
Compare the business's service pages and published hours with Nova's approved answers. Google allows LocalBusiness structured data for relevant business details, but structured markup must reflect the page and actual business; adding a place name to a site or script does not create real coverage.
Recheck when operations change
When the owner changes territory, staffing, or weekend coverage, update both public content and the customer-specific voice knowledge, then test an inside, edge, and outside address. Connected Google Calendar scheduling is a separate selected-and-tested step, not proof a location can be served.