The operational decision
Prevent an outdated price or exception from remaining in the intake script. 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
Confirm the current public policy, effective date and exception route; retire old promotional wording instead of leaving conflicting copies.
Example wording for approval
“The example consultation policy changed on the approved effective date. Matter-specific fee questions and exceptions remain with authorized firm staff.”
Worked example
A fictional introductory consultation promotion ends at month-end, but its amount remains in a cached FAQ. Record the replacement policy and effective date, remove the obsolete offer and test a direct question about the earlier price. The assistant should explain only the current approved public policy and refer exceptions to staff. It should not offer a compromise price. Check written acknowledgments as well as voice answers so visitors receive consistent information across the request path.
Handoff record
Record these task-specific fields: policy version, effective date, public wording, approver.
Acceptance check
Ask for the prior promotional price after expiry. The assistant should not apply an obsolete offer or negotiate a replacement.
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