Business and people
Business:
What you sell and where customers write to you (one line):
Owner who decides when a language is ready:
Person who keeps the mistake log:
Languages and checkers
Copy this block for each language.
- Language (and how customers type it, for example Kannada script, Kannada in English letters, mixed with English):
- Fluent checker:
- Backup checker:
- Stage (on trial, every reply checked / ready, sample checked weekly / paused):
- How many replies the checker looks at each week once it is ready:
- Date of next review:
Words and names to keep fixed
List the product names, brand names, place names and terms that must never be translated or changed, and any word the assistant tends to get wrong.
- Keep as written:
- Always use this word for:
- Never use:
Reply checklist
The checker marks each reply against these questions.
- Is the meaning right? Does it answer what the customer actually asked?
- Are the facts right? Price, timing, stock, delivery and policy match the approved fact sheet.
- Is it polite in the way your customers expect? Right level of respect, no word that sounds rude, cold or too familiar in this language.
- Is it the language the customer used? A customer who wrote in Tamil should not get Hindi back.
- Are names and numbers intact? Product names, amounts, dates and phone numbers are not changed or translated.
- Does it promise anything it should not? No discounts, health claims, delivery dates or refunds that the business has not approved.
- Would a fluent customer find it natural, or does it read like a word-for-word translation?
Mistake log
One row per mistake.
- Date:
- Language:
- What the customer asked (short, no phone numbers or personal details):
- What the assistant wrote:
- What was wrong (meaning, fact, tone, wrong language, name or number, promise, unnatural):
- What the checker sent instead, or "blocked":
- Fix at the source (fact sheet, instructions, words list, nothing yet):
When a language is ready
Write the rule before the trial starts, not after.
- The checker has looked at replies across the usual kinds of questions, not just greetings:
- No mistake about facts, promises or wrong language in the recent checks:
- Tone mistakes are rare and getting fewer:
- Owner's decision and date:
What the assistant may and may not do
The assistant may:
- Draft replies in the customer's language from the approved fact sheet
- Say it will pass the question to a person when it is not sure
The assistant may not:
- Send a reply in a language that is still on trial without the checker seeing it
- Translate or change product names, prices or numbers
- Make health, medical or results claims about any product
- Promise discounts, refunds or delivery dates that are not on the fact sheet
Stop rules
- If the checker for a language is away and there is no backup, replies in that language go to a person to write, not to the assistant.
- Any mistake about a fact, a promise or a health claim pauses that language until the owner and checker have fixed the source.
- A complaint, a refund request or an upset customer goes to a named person, whatever the language.
- Do not paste customer phone numbers, addresses or ID details into the mistake log or an AI tool.
Owner and review
Checklist owner:
Look at this checklist again after the first month, whenever you add a language, and whenever the chat tool or its settings change.