A person behind every answer
Customers don't trust a bot, and bots make promises the business can't keep
The assistant always speaks for a named person, hands over to that person, and never promises stock, times or refunds
The situation
Customers do not trust a chatbot with a purchase, and chatbots make promises the business cannot keep: "in stock", "delivered tomorrow", "we will refund you".
What the app does
The assistant speaks for a named person. Every automated reply is headed "Automated assistant (on behalf of Martin H)", and the salesperson named is the same person for the whole conversation. A customer moved to Admin sees Admin's person, not the salesperson they started with.
It takes details down; people decide. The assistant reads what the customer needs and passes it on. Price questions, complaints and anything that needs judgement go to the person, with the customer's words on a card on their phone.
It never implies stock. Parts are sourced when a customer needs them; the assistant talks about lead times, never about what is on a shelf.
It never invents a commitment. No promise about refunds, replacements, dates or who bears a loss, unless the owner has made that promise.
The menu is strict. A customer who types at a menu is shown the menu again, and their words are kept for the assistant.
The tests that hold it
tests/unit/test_quote_terms.py, test_existing_inquiry_is_proactive.py, and the prompt tests under tests/functional/.