The operational decision
Make the first launch small enough for staff to review completely. A small pilot should prove one defined answering task before broader forwarding changes. Write down the normal phone arrangement so the team can restore it without reconstructing the setup from memory.
Prepare the workflow
List included public topics, the single office, coverage window and explicit exclusions; assign one owner to approve changes.
Example wording for approval
“This pilot covers the example office's public hours, directions and contact information. Patient requests remain with the practice and are not collected by the assistant.”
Worked example
The fictional practice proposes one office, public hours and parking questions, with evening coverage only. Write those items as the permitted scope and list appointment handling separately as excluded. During setup, someone asks to add another branch and prescription messages because the software has extra fields. Those requests are scope changes, not minor configuration conveniences. The approval record should make it easy for the operator to say which work is ready and which remains outside the launch.
Handoff record
Record these task-specific fields: office label, covered topics, coverage hours, approving owner.
Acceptance check
Propose a second office during the review. The scope should require an explicit addition rather than silently mixing facts from both locations.
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