EXAMPLE ONLY — replace all sample names, locations, hours and policies before using this document for live calls.

AGENT CALLBACKS GUIDE
Business: [Your business name]
Business type: Real estate
Service: Agent callbacks
Owner responsible for this information: [Name or department]
Last reviewed: [YYYY-MM-DD]
Review / expiry date: [YYYY-MM-DD]

WHAT WE OFFER
Focus on listings, site visits, buying/renting, and connecting callers to an agent.
[Replace with what your business actually offers for this service.]

LOCATION / MEETING POINT
[Your branch or address]

SERVICE HOURS
[e.g. Mon–Sat, 9am–6pm]
These are service hours, not a list of bookable slots.

HOW THE AI RECEPTIONIST HANDLES THIS
Take name, phone, and interest → confirm an agent will call back → thank them.

INFORMATION TO COLLECT
[List every detail your team needs before it can act on this request.]

HOW A REQUEST IS CONFIRMED
[Who confirms it, and how the customer hears back.]

LIMITS AND HANDOFF
- Never quote a final price without confirming with an agent.
- Never promise a site visit without checking availability.
- Do not share internal owner or broker phone numbers unless approved.
Business reception contact: [Your approved business contact]

EXAMPLE QUESTION
Can I schedule a site visit?

EXAMPLE ANSWER
[The answer your business approves.]

REVIEW
Confirm every fact above with the business owner before the AI uses it.