Offer an approved alternative to the automated intake route

The operational decision

Let visitors choose another way to reach the firm without explaining a personal limitation. Intake communication should make the available choices understandable without requiring a particular reading style, device or input method. Operational accessibility work can be tested with fictional inquiries and public information.

Prepare the workflow

List only channels the firm actually monitors and explain their purpose; avoid promising immediate human availability.

Example wording for approval

“If you prefer another contact method, use the example firm's published telephone or business contact route. Availability depends on the firm's stated operating process.”

Worked example

A fictional visitor prefers to telephone the firm rather than use the automated form. The website should give the approved number and its purpose without requiring a category selection first. If staff are unavailable, the stated operating process should set expectations honestly. Do not promise immediate human help simply because an alternative number exists. The test asks for another channel before any personal detail is entered and checks whether the visitor can find and use that route directly.

Handoff record

Record these task-specific fields: alternative channel, monitored hours, destination, owner.

Acceptance check

Ask for an alternative before sharing any details. The assistant should supply the approved route without requiring completion of the automated questionnaire.

Related guides