An AI receptionist should not improvise business policy. Useful answers begin with facts the business has approved, plus a clear response for questions that fall outside those facts.
Start with frequently asked facts
Collect public hours, service areas, services, appointment rules, location details, and estimate next steps. Use current owner-approved sources and resolve contradictions before configuration.
Write for listening
Put the direct answer first, followed by one useful qualifier. Avoid internal jargon, policy recitals, and lists that force a caller to remember too many choices.
Add a boundary to risky answers
Pricing, emergency availability, warranty coverage, arrival time, eligibility, and specialized advice often need human review. State what Nova may say and when it must capture or transfer.
Name an owner and retest changes
Assign an approver and review when hours, staff, services, areas, or policies change. Approved answers do not authorize booking by themselves; Google Calendar availability and scheduling are enabled only when selected, connected, configured, and tested.