An AI assistant should make it easy to understand when, why and how to speak with a person.
Define the assistant's scope before writing its welcome message. Decide which questions it can answer from approved information, when it should acknowledge uncertainty and which requests need a staff member. Make these boundaries visible in plain language.
Design a clear exit
Provide a contact route that stays easy to find. Explain opening hours and what happens after a callback or enquiry request. If no live handover is available, say so and offer a realistic next step.
Share context with care
If a handover includes a conversation summary, explain what will be shared and give the visitor control where possible. Collect only the information needed for the next step. Review unanswered questions with the service team so the experience can improve over time.
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