Your website can provide useful information, but it may not explain exceptions, internal processes, appointment rules, or who should handle a difficult request. It may also contain outdated prices or hours. We need you to identify which information is current and approved.

For example, two salons may offer the same service but have different appointment lengths, staff qualifications, deposits, cancellation rules, and opening hours. Two restaurants may use different reservation systems and group-booking policies. An agent must follow the rules of the particular business it serves.

Without these details, an assistant could give an unsuitable answer or collect a request that your team cannot fulfill. We ask questions so those gaps can be addressed before customers encounter them.

1. Your business and contact person. Business name, website, locations, service areas, time zone, and the person authorized to confirm information and approve setup.
2. Your goal. Which agent you want, which problem it should solve, and what a useful outcome looks like: answering routine questions, collecting complete inquiries, guiding visitors to booking, or another agreed task.
3. Approved business information. Services, products, prices, hours, menus, policies, and common customer questions with the answers you want the agent to use.
4. Communication channels. Website chat, email, telephone, or another requested channel; preferred language and tone; and approximate inquiry volume. Your monthly chat and phone allowances are included. Extra channels and usage charges require confirmation.
5. Tasks and boundaries. What the agent may answer or do, what it must never promise, and which decisions must stay with your staff.
6. Email and booking tools. The actual email host, scheduling platform, and other systems involved, together with the specific actions you want.
7. Human follow-up. Who should receive requests the agent cannot handle, what information they need, and which delivery method must be configured and tested.
8. Timing, budget, and testing. Your hoped-for start date, requested optional work, agreed quote, outstanding questions, and example tasks we can use to check the setup.

Answer only the sections relevant to your business. If something is unknown, mark it “To be confirmed.” A missing answer is a question to resolve, not an invitation to guess.

“Handle my appointments” can mean several different things: explain your booking process, share your booking link, collect a preferred date for staff, check live availability, or create and change an appointment. These require different information, permissions, and sometimes different integrations.

Similarly, “help with email” could mean summarizing incoming inquiries, preparing drafts for approval, or sending permitted replies. We record the exact task so your expectations, the proposed configuration, and the written scope agree.

A request is not a promise that the feature is already available. Forge Lumina checks feasibility and confirms any additional work and charges before committing to it.

Tell us who hosts the mailbox—for example, Google Workspace/Gmail, Microsoft 365, or another provider—and which mailbox is intended for the service. The app you open to read mail is not necessarily the host: Outlook can display mail hosted by another company, and a business-domain address alone does not identify its provider.

Explain whether the agent should read and summarize messages, draft responses for approval, or send replies under agreed rules. Tell us what kinds of messages it may handle, what it must pass to a person, and who can authorize access. Shared mailboxes and additional sending addresses need their own access review.

Providing an email address does not connect an agent to that mailbox. Supported access, the requested permissions, configuration, and testing must be confirmed separately. We do not promise compatibility with every provider or account plan, and automatic sending is not assumed by default.

Provide the booking platform’s name and your existing booking link, then explain whether you want the agent to direct customers there, collect requests, check availability, create bookings, reschedule, or cancel.

Record the services and staff involved, appointment lengths, locations, time zone, scheduling restrictions, lead times, buffers, deposits, cancellation rules, and any approvals needed. For a hotel or restaurant, include the relevant reservation and group-booking rules.

A booking link does not itself give access to the scheduling system. Direct actions require a compatible connection and authorized access. If that is unavailable, a possible alternative is to share your existing booking link or collect a request for staff, within the agreed setup.

An appointment request is not a confirmed booking. The agent should describe a booking as completed only when the connected booking system confirms success.

The agent needs clear boundaries for situations such as an unusual request, conflicting information, a complaint, a requested discount, or a question requiring a qualified professional. Please identify which situations your staff must handle and what the agent should say while collecting or passing on the request.

Tell us who receives these requests and how. Naming an email address or telephone number in a questionnaire does not automatically establish message delivery, a live transfer, or immediate staff availability. The agreed handoff must be configured and tested, and the agent must not promise a response time your business has not approved.

Your contractor should record your answers accurately, including the reason for each requested task, the relevant business rules, any unresolved questions, and any request outside the published service scope. They should include their contractor code and your order number if you have already purchased.

They should read the answers back to you or send you a written summary for confirmation. This lets you correct misunderstandings before the setup team begins. If the answers change later, the changes should also be recorded and confirmed in writing.

The contractor’s role is to understand and document your needs. Forge Lumina’s technical team assesses connections, permissions, implementation, and testing. A contractor should not promise an unsupported integration, special price, or activation date without our written confirmation.

Yes. You can complete the questionnaire in writing or work through it in a conversation while the contractor takes notes. You do not need a technical interview. If someone else manages your website, mailbox, or booking software, they can help identify the platform and the appropriate person to authorize access.

Do not invent an answer to finish the questionnaire. Mark it “To be confirmed,” identify who can answer it, and tell us whether it affects a requested feature. We will need the information necessary for the agreed setup before that work can proceed.

Do not put passwords, payment-card details, tax identifiers, patient records, or other sensitive customer records into the questionnaire or ordinary email. Use fictional or anonymized examples when explaining the conversations you want the agent to handle.

The questionnaire should identify the systems and tasks involved. If access is needed, arrange it separately through the secure setup process with the authorized business owner or administrator. Share only information needed for the agreed service.

1. You confirm the written answers. Your contractor sends the confirmed questionnaire and outstanding questions to Forge Lumina through portal Messages or support@forgelumina.com.
2. We review the requested setup. Our team checks the information, requested integrations, access requirements, and any gaps. Optional services or work outside the agreed scope require written confirmation of scope and price.
3. Authorized access is arranged where needed. Access is separate from completing the questionnaire and must be appropriate for the agreed tasks.
4. The agreed configuration is prepared and tested. The confirmed answers and example scenarios provide a practical basis for checking responses, permitted actions, and human handoffs.
5. Questions and later changes are recorded. If a rule, price, service, or workflow changes, contact Support so we can confirm the necessary update and whether it changes the scope.

If you purchased directly without a contractor, contact Support to arrange the same information-gathering step.

Checkout charges at purchase. Completing a questionnaire does not change the published payment terms. Setup estimates begin only after we receive the required business information, access, and approvals; submitting incomplete answers does not start that estimate.

Your preferred launch date helps us understand your plans, but it is not a guaranteed activation date. See our Setup Delay Policy and the setup estimates elsewhere in this FAQ. Included phone answering is set up and tested before use. Extra email, booking, or custom work must be confirmed in the written scope and quote before you pay for that additional service.

Choose realistic examples: a common question, a request the agent should decline or pass to staff, a booking request when no suitable slot is available, or an email that should remain a draft. State what the correct response or outcome should be for each example.

These examples turn a general request such as “make customers happy” into concrete behavior we can assess. Clear information and testing help reveal gaps, but an AI can still make mistakes. Your business should keep its information current and retain human oversight appropriate to the task.

The purpose of the questionnaire is simple: help you, your contractor, and our implementation team agree on what is needed before the agent is configured for your business.