General Agent Prebuild Questions

Use the prebuilt questions and industry-specific suggestions to gather the information needed to set up your UC AI Voice Assist agent. Thoroughly gathering information for each section will result in a better-performing agent who handles your callers accurately and professionally.

Section A: Business Basics

• Legal business name + DBA (doing business as)
• Main address + service area (if remote or multi-location)
• Main phone number(s)
• Business hours + after-hours instructions
• Holidays and closures
• Primary email address for escalations

Section B: Departments & Routing

For each department, provide:

• Department name
• What they handle (1 to 2 sentences)
• Transfer destination (queue, user, or extension)
• 10 example phrases a caller might use when trying to reach that department

Section C: Top Questions (the "Top 25")

• What are the top 10 questions callers ask?
• What are the top 5 pricing or cost questions?
• What are the top 5 policy questions?
• What are the top 5 "how do I..." questions?

Section D: Hard Boundaries

• What should UC AI Voice Assist never answer?
• What must always escalate to a live person?
• What exact compliance language is required? (medical, legal, or financial disclaimers)

Section E: Scheduling (if applicable)

• Do you book appointments? (Yes or No)
• Rules: new vs. existing clients, required lead time, appointment types, cancellation policy
• If integrating a calendar, which calendar platform and whose account

Section F: Escalation Keywords (SMS Alerts)

• List of urgent keywords to watch for
• Who receives the SMS alert
• What UC AI Voice Assist should do when a keyword is detected (transfer, advise, or both)

Legal Module (Law Firms)

A) Departments / Routing Options

• New Client Intake
• Existing Client Support / Case Status
• Scheduling
• Billing / Payments
• Paralegal / Case Team (by practice area)
• Attorney (by name, if permitted)
• Records / Document Requests
• After-Hours Emergency (define what qualifies)

B) Common Questions to Answer

• Do you handle cases like mine? (list practice areas served)
• Where are you located? Is there parking? Is the office accessible?
• What are your hours and holiday closures?
• How do I schedule a consultation?
• What should I bring to my consultation?
• What is your consultation fee and retainer process?
• How do I send documents? (email, upload, or fax)
• How do I get a copy of my file?
• How do I make a payment or set up a payment plan?
• What is the status of my case? (see guardrails below)
• Who is my attorney or paralegal?

C) Rules / Guardrails (must be explicit)

• No legal advice. Provide general information only and route to staff for legal guidance.
• No case outcomes or guarantees.
• No sensitive case details collected by the AI agent; route to intake or the case team.
• For case status inquiries: confirm identity (name, callback number, and matter ID if applicable), then route to the appropriate team member.

D) Escalation Triggers (examples)

• "I was arrested / court is tomorrow /r estraining order / emergency hearing"
• "Deadline today / served papers / subpoena"
• "I want to fire my attorney / malpractice complaint"
• Threats / self-harm / harm to others

Medical Module (Clinics / Practices)

A) Departments / Routing Options

• Scheduling / Front Desk
• Nurse Triage / Clinical Questions
• Prescription Refills
• Lab Results
• Referrals
• Billing / Insurance
• Medical Records
• After-Hours Nurse Line / On-call Provider (if applicable)

B) Common Questions to Answer

• Hours, address, parking, and new patient process
• What insurance plans do you accept?
• How do I schedule, reschedule, or cancel an appointment?
• What should I bring? (ID, insurance card, forms)
• What services do you offer? (primary care, pediatrics, etc.)
• What is the prescription refill process and timeline?
• How and when are lab results shared?
• How do I request my medical records?
• What are my billing and payment options?

C) Rules / Guardrails (must be explicit)

• No medical diagnosis or treatment advice; route to a nurse or clinician.
• Emergency disclaimer: chest pain, difficulty breathing, and stroke symptoms require the caller to hang up and call 911 immediately.
• Do not collect sensitive health details beyond what is needed to route the call.
• If appointment booking is enabled, confirm the provider's preference, the reason category, and the preferred date and time, then book or route if the request falls outside policy.

D) Escalation Triggers (examples)

• Chest pain, shortness of breath, severe bleeding, stroke symptoms
• Suicidal ideation / self-harm
• Allergic reaction / anaphylaxis symptoms
• Pediatric emergency symptoms (define per clinic policy)

Municipalities Module (City Hall / Public Services)

A) Departments / Routing Options

• Utility Billing (water, sewer, trash)
• Permits & Licensing (building and business)
• Planning & Zoning
• Code Enforcement
• Public Works (streets, lights, signage)
• Parks & Recreation
• Animal Control
• Records / City Clerk
• Mayor / City Council Office
• City Manager's Office
• After-Hours Emergency Line (define what qualifies)

B) Common Questions to Answer

• Office hours and holiday closures
• Address, parking, and public counter information
• Utility billing: payment methods, due dates, shutoff policy, starting or stopping service
• Permits: how to apply, fees, inspection scheduling, and typical timelines
• Business licenses: requirements and renewals
• Reporting issues: potholes, streetlights, graffiti, debris pickup
• Code enforcement: complaint process and anonymity policy
• Parks & Recreation: program registration and field reservations
• Records requests: how to submit, typical timeline, and fees

C) Rules / Guardrails (must be explicit)

• No legal interpretations of municipal code; provide links and process information only.
• No promises on timelines beyond published service levels; "typical ranges" are acceptable if pre-approved.
• For complaints: collect only what is needed (location, issue description, and optional contact info).
• For emergencies: define the difference between an after-hours emergency and a next-business-day request.

D) Escalation Triggers (examples)

• "Gas leak / downed power line / flooding / fire / active crime" → direct to 911 or emergency services
• "Water main break" → route to the Public Works emergency line
• Threats to staff or public safety

Retail Module

A) Departments / Routing Options

• Store Location / Hours
• Customer Service
• Order Status / Online Orders
• Returns & Exchanges
• Product Availability / Inventory
• Sales / Promotions
• Shipping / Delivery
• Technical Support (if applicable)
• Manager / Escalations
• After-Hours Support (define scope)

B) Common Questions to Answer

• Store hours, address, parking, and directions
• Is a specific item in stock? (and how the agent should check or advise)
• What is your return and exchange policy? (time window, condition requirements, receipt policy)
• Order status: shipping, tracking, and delivery windows
• Promotions and coupons: eligibility, exclusions, and price matching
• Warranty information and extended protection plans
• Gift cards: balance inquiries and lost card policy
• Curbside pickup: how it works and pickup window
• Service scheduling (repairs or installations, if offered)

C) Rules / Guardrails (must be explicit)

• No collecting full payment card data over voice or chat.
• No guarantees on inventory unless tied to a confirmed system status.
• For disputes and complaints: collect the basics and route; do not attempt to argue policy on the call.

D) Escalation Triggers (examples)

• Fraud or chargeback threats; "I'm calling my bank"
• Safety incidents in-store (injury, altercation)
• Delivery loss claims above a defined threshold
• VIP, press, or social escalation ("I'm posting this everywhere")

Schools & Universities Module

A) Departments / Routing Options

• Admissions
• Registrar / Records / Transcripts
• Financial Aid
• Student Accounts / Billing
• IT Help Desk
• Academic Advising
• Housing / Residential Life
• Campus Safety
• Facilities / Maintenance
• Athletics
• HR / Employment
• After-Hours / Emergency

B) Common Questions to Answer

• Office hours, campus address, parking, and maps
• Application process, deadlines, and required documents
• Transcript requests and enrollment verification
• Tuition and fees, payment plans, refunds, and holds
• Financial aid status, FAFSA assistance, and scholarship timelines
• Class registration, add/drop deadlines, and waitlists
• Tech support: password resets, multi-factor authentication, email and LMS access
• Housing: move-in dates, policies, and maintenance requests
• Campus events and general information

C) Rules / Guardrails (must be explicit)

• FERPA-aware: do not disclose student records without identity verification and an approved process flow.
• No academic decisions promised; provide process information and route to the appropriate office.
• Emergency routing: always direct urgent safety issues to Campus Safety or 911.

D) Escalation Triggers (examples)

• Threats or self-harm; "I don't feel safe"
• Active incident: weapon, assault, stalking, or missing person
• Data or security breach reports (phishing, compromised account)
• Harassment or discrimination complaints (route to Title IX or HR per policy)

Non-Profits Module

A) Departments / Routing Options

• Donations / Development
• Programs & Services
• Volunteer Coordination
• Events / Fundraising
• Partnerships / Sponsorships
• Membership (if applicable)
• Grants / Foundations
• Finance / Receipts / Tax Letters
• Media / PR
• Executive Office / Escalations

B) Common Questions to Answer

• Mission and programs overview
• How to donate (one-time, recurring, or in-kind) and where funds go
• Donation receipts, tax letters, and employer matching
• Volunteer sign-up, requirements, available shifts, and background checks
• Program eligibility and how to apply or participate
• Event registration, schedules, and refund policies
• Partnership inquiries and sponsorship packages
• Contact information, hours, location, and service areas

C) Rules / Guardrails (must be explicit)

• No sensitive beneficiary data collected by the AI; route to intake staff.
• No guarantees about grant outcomes or program placement.
• Donation and payment information: never collect full card details; direct callers to the approved donation portal.

D) Escalation Triggers (examples)

• Crisis services requests (domestic violence, housing insecurity, mental health crisis)
• Threats to staff, volunteers, or facility safety
• Media inquiries during active incidents
• Donor disputes over large gifts or pledges (define threshold)

Manufacturing Module

A) Departments / Routing Options

• Sales / Quotes
• Customer Service
• Order Management
• Shipping & Receiving
• Production / Operations
• Engineering / Technical Support
• Quality / RMA / Returns
• Procurement / Vendor Management
• Safety / Compliance
• After-Hours Support (if offered)

B) Common Questions to Answer

• How to request a quote (products, specs, quantities, lead time)
• Order status and lead times
• Shipping options, freight, and delivery scheduling
• Product specifications, datasheets, and certifications
• Warranty and quality claims, and the RMA process
• Site visits and facility access requirements
• Vendor onboarding requirements (COI, W-9, compliance documentation)
• Maintenance and support coverage (if applicable)

C) Rules / Guardrails (must be explicit)

• No sharing proprietary information beyond approved datasheets.
• No hard commitments on lead times without production confirmation.
• Safety and compliance inquiries should always route to the appropriate team owner.

D) Escalation Triggers (examples)

• Safety incident or injury on-site
• Quality issue affecting customers (recall-level concern)
• Production outage impacting shipments
• Urgent expediting requests for critical customers (define criteria)

Sales Module (Internal Sales Desk / Pre-Sales)

A) Departments / Routing Options

• New Sales / Inbound Leads
• Account Management
• Sales Engineering / Solutions
• Pricing & Contracts
• Partner / Channel Team
• Renewals
• Implementation / Onboarding (handoff)
• Billing (handoff)
• Escalations / Leadership

B) Common Questions to Answer

• What problems do you solve? (value proposition by caller type)
• Product fit: what is included, key capabilities, and known limitations (approved language only)
• Pricing model basics and term options (no custom discount promises)
• How to schedule a demo or discovery call
• Typical implementation timelines
• Integration options and prerequisites
• Support coverage and escalation paths
• Security and compliance overview (use approved language)

C) Rules / Guardrails (must be explicit)

• No pricing commitments without approval; "starting at" or "typical range" language is acceptable if pre-approved.
• No unsupported feature promises; use approved positioning and route for anything beyond that.
• Capture only what is needed for qualification: company name, size, use case, timeline, and contact information.

D) Escalation Triggers (examples)

• Competitive displacement opportunity / "must-win" situation
• Security or compliance redlines or legal blockers
• Executive request or board-level visibility
• High-value opportunity above a defined threshold

To learn more about UC AI Voice Assist or get help completing this questionnaire, contact your partner or reach out to the support team.