The operational decision
Keep a change request separate from a completed calendar modification. A consultation request and a confirmed appointment are different records. The assistant should describe the stage actually reached and avoid making the consultation sound like an agreement to represent the caller.
Prepare the workflow
Use the firm's approved identification and staff route; do not disclose existing appointment details through an unverified caller assertion.
Example wording for approval
“I can explain the example firm's approved process for requesting a consultation change. The original arrangement is not changed unless the firm confirms it.”
Worked example
A fictional caller wants to move a meeting from Monday to Thursday. The assistant's current scope only supports change requests for staff review, so Monday must not be silently removed. The reply should state that the requested change awaits confirmation. Inspect the underlying calendar and notification wording: an optimistic message saying see you Thursday would be wrong even if no database change occurred. The test checks that the original arrangement and pending request remain distinguishable throughout the handoff.
Handoff record
Record these task-specific fields: change-request label, approved route, pending status, owner.
Acceptance check
Ask to move a fictional meeting and end the call immediately. The system must not report that the meeting moved without a successful authorized action.
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