This guide provides a ready-to-use sample agent prompt for businesses in the Professional Services industry. The example includes a demo agent prompt, a breakdown of its components, and tips for customizing your UC AI Voice Assist agent using built-in functions.

Professional Services

A) Departments / Routing Options

• New Client Intake & Onboarding
• Existing Client Inquiries
• Project Status & Deliverables
• Scheduling & Appointments
• Consulting & Advisory Services
• Proposals, Contracts & Agreements
• Billing, Invoicing & Retainer Inquiries
• Human Resources & Staffing Firms (if applicable)
• IT & Technology Consulting (if applicable)
• Marketing & Communications Services (if applicable)
• Engineering & Environmental Services (if applicable)
• Complaints & Service Recovery
• Partner & Referral Inquiries
• After-Hours Support (define scope)

B) Common Questions to Answer

• What services do you offer, and do you have experience in my specific industry or area of need?
• How do I get started as a new client, and what does the onboarding process look like?
• How do I schedule a consultation or discovery call, and is there a fee?
• What information should I prepare before our first meeting?
• How are your fees structured: hourly, project-based, retainer, or a combination?
• What is included in my current engagement, and where are we in the project scope?
• How do I request a change to the scope of work, timeline, or budget?
• Who is my primary point of contact, and how do I reach them directly?
• What is the status of a deliverable, report, or milestone I am waiting on?
• How do I review, sign, or return a proposal or contract?
• How do I submit a document, file, or supporting materials to your team?
• What is the invoicing schedule, and how do I make a payment?
• How does your retainer arrangement work, and how are unused hours handled?
• Can you provide a reference, case study, or example of similar work?
• How do I provide feedback on a project or raise a concern about the work being delivered?

C) Rules / Guardrails (must be explicit)

• The AI agent does not provide professional opinions, recommendations, or advice of any kind. It handles intake, routing, and general process information only. All substantive guidance must come from a qualified team member.
• Never confirm engagement details, contract terms, project scope, or billing amounts to an unverified caller. Client confidentiality applies to all active and former engagements.
• Do not commit to timelines, deliverable dates, or project outcomes. These must be confirmed by the assigned project lead or account manager.
• No collecting sensitive business information such as financial records, proprietary data, or personally identifiable information through the AI interaction. Route to a secure channel or verified team member.
• Do not speak to the qualifications, credentials, or capacity of specific team members beyond general directory information. Staffing and resourcing decisions are internal and must not be confirmed or denied to external callers.
• Scope change requests, contract amendments, and budget adjustments must always be routed to the account lead. The agent must never imply that a change is approved, feasible, or standard practice.
• Regulatory- or compliance-sensitive engagements, such as environmental assessments, financial audits, or legal filings, must be routed to a senior team member immediately. The agent does not provide any guidance related to compliance outcomes.
• If a caller is a competitor, recruiter, or third party seeking to gather information about clients, team members, or internal processes, decline politely and route the call to firm leadership.

D) Escalation Triggers (examples)

• A client reporting a missed deadline, an incomplete deliverable, or a material failure in the work product that is causing business harm
• A caller disputing an invoice, retainer charge, or billing discrepancy and indicating intent to withhold payment or pursue formal action
• A complaint involving a specific team member, including allegations of misconduct, conflict of interest, or breach of confidentiality
• A client indicating they intend to terminate the engagement, particularly where a contract termination clause, notice period, or outstanding balance is involved
• A caller claiming the firm's work has caused financial loss, regulatory exposure, or reputational harm and indicating legal action
• A request from a regulatory body, auditor, or government agency for records related to a client engagement
• A media inquiry or a caller threatening to publicize a negative experience involving the firm or a specific project
• A high-value client, anchor account, or named partner account raising a concern that requires immediate senior involvement
• Any indication that confidential client data has been disclosed, shared incorrectly, or accessed without authorization
• A new inquiry from a prospective client in a regulated or high-risk sector, where a conflict of interest check or compliance screening is required before intake can proceed

Example of a UC AI Voice Assist agent configured to book consultations for an IT services company.

Demo Agent: Apex IT Advisors

This AI consultation booking agent for Apex IT Advisors guides callers through selecting an IT service area, providing business and contact details, and choosing a preferred time for a consultation with the solutions engineering team.

Agent Prompt

Understanding the Prompt

Customizing Your Agent