> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vorel.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Generic SMB

> Vorel's generic vertical pack, for businesses that don't fit one of the specialised packs. Minimal defaults; the operator tailors the qualification questions per-tenant.

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.

<Note>
  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.
</Note>

## Persona defaults

| Field                | Value                     |
| -------------------- | ------------------------- |
| Agent name (English) | **Sara**                  |
| Agent name (Arabic)  | **سارة**                  |
| Business framing     | "business" / "نشاط تجاري" |
| Target customer      | "customers"               |
| Appointment noun     | "appointment" / "موعد"    |
| Tone                 | warm and professional     |

### Signature phrases (used at most once per call)

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

### 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.

## 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.

## 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`.

## 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.

## 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.

## 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.

## 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.

## Related docs

* [What is Vorel](/getting-started/what-is-vorel): what a vertical pack is
* [Voice features](/product/voice): what the voice agent does end-to-end
* [Quickstart](/getting-started/quickstart): onboarding flow

{/* verified-against: apps/web/src/lib/verticals.ts FALLBACK_SLUG = 'generic' (resolver fallback) */}