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The generic pack is the fallback for tenants whose business doesn’t cleanly map to one of Vorel’s specialised verticals (real estate, salon, clinic, restaurant, auto service). It ships a minimal skeleton: neutral persona, empty lead/offering attribute schemas, conservative handoff triggers. The rest is tailored per-tenant via the dashboard.
If your business is one of the supported verticals (real estate, salon, clinic, restaurant, auto service), use that pack. You’ll get vertical-specific qualification slots, catalog attributes, and safety guards out of the box. The generic pack is for everything else.

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Persona defaults

FieldValue
Agent name (English)Sara
Agent name (Arabic)سارة
Business framing”business” / “نشاط تجاري”
Target customer”customers”
Appointment noun”appointment” / “موعد”
Tonewarm and professional

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Signature phrases (used at most once per call)

happy to help · let me check that for you · بكل سرور · خلّيني أتأكد لك

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Forbidden phrases (the agent will never say)

guaranteed · definitely · you can't go wrong · trust me · مضمون These are the same conservative defaults the real-estate pack ships, defending against generic over-promising.

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What the agent qualifies

The agent applies these qualification rules for this vertical:
Capture the caller’s name, contact details (phone or email), and what they’re trying to accomplish. The operator will tailor the qualification questions per-tenant in the dashboard.
The generic pack ships no built-in lead attribute schema and no built-in offering attribute schema; both are empty objects. Your operator adds the slots that matter for your business via the dashboard’s tenant-specific configuration.

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Lead attributes captured

The pack ships an empty lead_attributes schema ({}). Your operator adds the slots specific to your business: e.g. for a fitness studio you might want membership_tier + preferred_class_type; for a coworking space you might want team_size + desk_count.

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Offering catalog attributes

The pack ships an empty offering_attributes schema ({}). Your operator adds the catalog attributes specific to your offerings; your business decides what data the agent needs to retrieve to make a useful match.

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Handoff triggers (defaults)

  • On complaint: service grievances escalate.
  • On explicit request: “let me speak to a person”.
on_compliance, on_negotiation, and on_stuck are all OFF by default. Your operator turns them on per-tenant when the business requires it.

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Worth knowing

  • The generic pack is intentionally minimal. The point isn’t that it’s a “lite” version of the specialised packs; it’s that the lead/offering schemas, qualification rules, and handoff triggers are all operator-configurable for your specific business rather than seeded with assumptions that may not fit.
  • Adding a new vertical pack is the supported path for anyone whose business model is repeatable enough to warrant its own pack. We add new packs per signed customer demand. Drop us a note via your operator and we’ll scope it.
  • No FAQ-redirect copy specifics. The pack’s faq_redirect_message_en / _ar use a generic redirect (“for other topics, contact our team directly”), which your operator can replace per-tenant.
  • Empty post-confirm hint. Booking confirmation copy uses the platform default rather than a vertical-specific overlay. Add tenant-specific confirm copy via the dashboard.

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Per-tenant tuning

The generic pack is the most operator-tuned of the verticals. Almost everything is set via the dashboard:
  • Append signature / forbidden phrases: start with the conservative defaults, add your brand voice.
  • Replace prompt overrides per-key: your operator writes the qualification rules from scratch (since the pack ships only a skeleton).
  • Full prompt edits via tenant_prompt_overrides: for deeper rewrites of qualification / FAQ / booking / handoff sub-agents.
  • Lead + offering attribute schemas: added per-tenant via the admin console; not part of the pack JSON.