General Agent Prebuilt 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. 

Industry-specific examples

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)

Sales (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.