Turn an open-ended promise to handle customer-support questions into a delivery boundary your team and client can review. This practical digital eBook walks small agencies through defining supported intents, required information, exclusions, and human escalations before writing acceptance tests. You’ll learn to set limits on what the bot can read, change, or send; turn agreed coverage into pass-or-fail criteria; test failure paths as well as correct answers; and document evidence, ownership, and approval. The workflow also helps you hand over the system responsibly and classify each reported gap as an agreed-scope defect or a new request to assess and quote. Built for small agencies delivering support bots to paying clients, it gives you a clearer process for client acceptance, known limitations, and change conversations—without treating every unanswered question as an included defect. Read it digitally and apply the workflow to your client delivery process.