Keep a small change log for guest-facing information

AssistCall team · Updated November 6, 2026 · Operational guidance to adapt and approve for your business

The decision this workflow supports

When a guest hears an incorrect answer, staff need to know which version was active and who can correct it. A short change log can connect website edits, approved phone wording and the team’s operational decisions.

Put the review process in place

For each meaningful change, record what changed, who approved it and when it should take effect. Link the affected pages or answer entries. Review the result from a guest’s perspective, and keep the old wording internally long enough to explain a reported discrepancy.

Worked example for your team

A fictional guest reports hearing different opening information on the phone and website. The change log should show the approved schedule, its effective date and which surfaces were updated. The reviewer can then identify whether the error came from an outdated answer or an incorrectly scheduled edit. Record the correction and recheck the guest’s original question. This avoids repeatedly patching individual pages without understanding the source of the inconsistency. The log need not contain the guest’s full conversation; the affected statement and location are enough for the content investigation.

Sample wording to approve

“We have recorded the information you questioned and will ask the content owner to review it. Please tell us where you saw or heard it so the team can check the correct version.” This wording is a draft for the restaurant owner to approve before use.

Fields for the staff handoff

Staff need changed statement, approving owner, effective date, affected surface, and guest verification result. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.

Acceptance tests before use

A reviewer can trace an answer to its version. A scheduled change does not go live early. Website and phone updates are checked together. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.