Define tasks and boundaries
Start with permitted topics: services, process, briefing and contacts. Define human handover conditions. A bot must not invent prices or availability, present advice as a contract or claim an enquiry was sent without server confirmation.
Prepare a verifiable knowledge base
Every service needs a current description, deliverables, limits and an update owner. Conflicting documents produce inconsistent answers. Test reference mode first: if the texts do not explain the offer, AI cannot fix its structure.
Separate advice and enquiries
A model question and a callback contact are different data flows. Explain who receives the text and offer a separate AI choice. Enquiries need their own consent and confirmation. Do not request passwords, identity documents or customer databases in public chat.
Test failures and abuse
Test out-of-scope questions, language changes, provider outages, duplicate submissions, expired sessions and instruction overrides. Keep keys server-side and cap input size, request frequency and spending. Schedule answer reviews and knowledge updates when services change.
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