Your basics
Your business name and the areas you serve.
Your opening hours, including weekends and holidays.
The phone number customers should call, and the best number for urgent escalations to your team.
Your services
The services you want the agent to talk about, in your own words.
Any prices you are happy for the agent to quote, and anything it must never quote.
Services you do not offer, so the agent can say so politely instead of guessing.
Your booking rules
How far ahead customers can book, and how much notice you need.
What a confirmed booking needs: name, address, phone, anything else.
Your cancellation and rescheduling rules, so the agent states them correctly.
Your common questions
The ten questions customers ask you most, with your honest answers.
Anything sensitive the agent should never advise on, and what it should do instead: take details and pass it to your team.
Your tools
The calendar, CRM or inbox where new enquiries should land.
Who on your team should be alerted about hot leads, and how: text, email or both.