Nov '25 • Support Needed
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
• Knowledge base gets collected efficiently (without endless discovery calls)
What I'd genuinely value: Specific examples from your experience. Templates if
you're willing to share. Or even just—what did you wish someone told you before
you scaled your first 10 clients?
Appreciate any insights!
Best,
Jason
4
3 comments
Voice Agent Onboarding Documentation: What Goes Into Your Service & Client Contracts?
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