Approve an answering-script change before it goes live

The decision this workflow supports

A small script edit can change what a guest believes has been promised. Treat revisions to hours, booking language and routing as operational changes with an owner, not merely cosmetic copy edits.

Put the review process in place

Record the proposed wording, reason and affected call types. Have the responsible manager approve the revision, then test the relevant scenario and a boundary case. Keep a rollback copy and a date for reviewing whether the change helped.

Worked example for your team

A fictional script revision replaces “you are all set” with an explicit request-received statement. The reason is that test guests interpreted the old closing as a reservation confirmation. The manager approves the new wording, and reviewers repeat the same scenario to see whether the misunderstanding persists. Keep the previous version as a rollback reference, but do not restore it casually if it caused a known problem. The change record should explain the specific expectation being corrected so a later editor does not reintroduce the same ambiguity while polishing the tone.

Sample wording to approve

“Staff approval prompt: what exact guest question does this revision answer, which statement may the assistant make, and which decision must still be referred to restaurant staff?” This wording is a draft for the restaurant owner to approve before use.

Fields for the staff handoff

Staff need old and proposed wording, reason, approving owner, test result, and rollback reference. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.

Acceptance tests before use

The approved version matches what is published. The boundary test does not create a new promise. Staff can restore the previous wording if the revision causes confusion. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.

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