The operational decision
Build a useful FAQ set without importing common patient questions into the pilot. The website should let a visitor find public office information without starting an intake conversation. Build each page around a concrete visitor task and keep the route to the practice visible.
Prepare the workflow
Start with hours, arrival and publicly approved service descriptions; remove answers that depend on identity, records or clinical judgment.
Example wording for approval
“This FAQ covers public office information. Please use the practice's direct contact route for questions about your own care, appointments, prescriptions or records.”
Worked example
A practice team proposes five FAQs: hours, parking, entrance, prescription renewal and whether a symptom needs treatment. Only the first three fit the current public-information pilot. The other two need a direct practice instruction rather than an automated substantive answer. Keep the rejected topics in the scope review as excluded categories, not as blank questions waiting for the model to improvise. A shorter accurate FAQ set is more useful than a larger set with hidden personal decisions.
Handoff record
Record these task-specific fields: FAQ topic, source fact, exclusion reason, content owner.
Acceptance check
Review each question as if asked by a stranger. If the answer needs personal circumstances, remove it from the public assistant's FAQ set.
Try Ava with your business’s public information ↗