Version the approved intake script

The operational decision

Make a changed question easy to review and reverse. An intake assistant needs a controlled set of firm facts and instructions. Old practice descriptions, informal staff comments and draft policies should not compete with the current approved script.

Prepare the workflow

Record the prior wording, new wording, reason, approver and effective time; distinguish a wording clarification from a new collection requirement.

Example wording for approval

“Version three clarifies the example callback preference question. It does not add new identity fields or change the firm's review and acceptance process.”

Worked example

A fictional script revision changes preferred callback time to guaranteed callback time during an attempt to shorten the wording. A version comparison should reveal that this changes the commitment, not just the style. Return it to the designated reviewer and keep the approved version active. After correction, test the exact question that prompted the edit. The version record should show both the reason and the reviewer, preventing a seemingly minor copy change from silently expanding the firm's promises.

Handoff record

Record these task-specific fields: script version, change reason, approver, effective time.

Acceptance check

Compare two versions in a test call. The new prompt should appear once, and the old wording should not survive in a second instruction source.

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