Facts it may state
Hours, location, parking, services, prices from your list, availability from your calendar, order or job status from your record. All of it comes from your data, none of it from the model's general knowledge.
Promises it may make
Only the ones you write down. A booking is a promise. A price from the list is a promise. "We can definitely fix that today" is not, unless you allow it.
What it must hand off
Any request for a person. Emergency words, per industry. Complaints. Anything involving a refund or a dispute. Anything legal, medical or tax related beyond your process. Anything it is not sure about.
How it says no
Plainly and with a next step: "I cannot answer that, but I can take a message and someone will call you back before noon." No apology loops, no invented alternatives.
Disclosure
It introduces itself as your office assistant. If asked whether it is a person, it says it is an AI assistant and offers a person. Callers are told about recording where the law requires it.
Review
Every call has a transcript. In the monthly session we read the ones it flagged and the ones you flag, and we adjust the rules.