Voice Agent Onboarding Documentation: What Goes Into Your Service & Client Contracts?
Hey community, I'm trying to nail down my client onboarding documentation framework, and I need clarity from practitioners who've scaled this. My challenge: I'm seeing three distinct "document flows"—mutual agreements, what I deliver to them, and what I need FROM them. But the requirements seem to vary wildly by industry, and I don't want to over-engineer or miss critical pieces. Here's what I'm trying to figure out: A: Mutual Agreements & Sign-Offs 1. Before you start with a client, what documents MUST be signed? - Service Agreement/SOW? Always required? - DPA/GDPR addendum? Only for EU clients or always? - NDA, AUP, SLA—which are truly non-negotiable? - Do compliance docs (HIPAA, TCPA) change the agreement structure? 2. Do you use one universal contract or industry-specific versions? What's more scalable? B: Asset Documents YOU Deliver 1. When you hand off to a client, what docs do they actually use day-to-day? - Voice agent configuration guide? - Integration/setup instructions? - Admin dashboard walkthrough? - Performance reporting template? 2. What's different for healthcare vs. legal vs. SaaS? (Or is it the same?) C: Knowledge Base Documents FROM Client 1. What information MUST clients provide before you build their voice agent? - Business context, scripts, FAQs? - CRM/calendar system details? - Compliance & industry-specific requirements? - Call handling edge cases? 2. How do you gather this without becoming a consultant? Self-serve questionnaire? Discovery calls? Combo? 3. What if they don't have this documented? Do you skip it, charge extra, or help them figure it out? D: Industry Variations 1. Does a dental practice need different docs than a legal firm? 2. What's the same? What changes? 3. For highly regulated verticals (healthcare, finance)—do your docs/agreements triple? I'm trying to build a system where: • Clients know exactly what to expect • I'm not writing custom contracts every time • But I'm flexible for industry-specific needs