The operational decision
Tell callers what the line can answer before they begin a patient request. A useful general-information conversation is short enough to follow and flexible enough to repeat. Clarity comes from pacing, concrete nouns and honest limits rather than sounding like a clinician.
Prepare the workflow
Put the office-information purpose before any invitation to describe a problem; include a direct route for personal matters.
Example wording for approval
“Hello, this is the example office's AI information assistant. I can help with public hours and directions. Please contact the practice directly for patient-specific questions.”
Worked example
Compare two fictional openings: How can I help with your health today, and I can help with public hours and directions. The first invites information the pilot cannot handle. Keep the second purpose-led opening and test it with a listener unfamiliar with the project. Ask what they would expect to discuss next. If they still expect appointment booking or clinical guidance, shorten competing marketing language and make the direct practice route clearer before launch.
Handoff record
Record these task-specific fields: greeting version, covered topics, redirect phrase, approver.
Acceptance check
Ask an unfamiliar reviewer what the line does after one listen. They should not infer that it performs intake or provides clinical help.
Try Ava with your business’s public information ↗