Specials and price approval

Two things sit on top of your prices: specials, which are dated offers the assistant mentions in your exact words, and price approval, which holds price changes until an owner or admin agrees to them. Both are optional.

Specials#

A special is an offer with dates: "Move in by October 31st and your first month is free." The assistant says it only in the words you approve, only while it runs, and it says when it ends.

1. Open Specials

   Go to Pricing and open the Specials tab. Each special shows its words, where it runs, its dates and where it has got to.

   

2. Press Add a special

   

   Field	What to put
   Name for your team	How your team refers to it. Callers never hear it.
   What the agent says	Exactly what may be said, figures included. Plain words, no details. The assistant adds when it ends.
   Written version (optional)	For texts, the website chat and the follow-up page. Leave empty to use the spoken words.
   Communities	Where it runs. Leave empty for every community.
   Care types it is about (optional)	Leave empty if it applies to every care type.
   Starts and Ends (optional)	In each community's own time zone. No end date runs it until further notice.

3. Add it

   Press Add. It shows as Running from its start date, or Starts later until then. Tick Save as a draft first if it is not ready; a draft's Approve and run starts it when you are.

End now stops a running or upcoming special straight away, everywhere. A special that has run is never deleted, so the calls that mentioned it still make sense.

Only a community with published prices mentions specials. A running special that some of its communities cannot mention shows Running at 2 of 3 instead of Running, or Not said anywhere when none of them can, with a line naming the communities that have no published prices yet. An upcoming special shows the same line. Community managers can add specials for their own communities; one for every community needs an owner, admin or editor.

How the assistant uses a special#

When to mention specials, under How prices are said on the playbook's Guardrails tab:

A special tied to certain care types is mentioned when those come up. The words are fixed by the lines A special with an end date ("Move in by October 31st and your first month is free. It ends October 31st.") and A special with no end date.

Specials are the only place for offers#

Put every offer or deal in a special, and nowhere else. The assistant says an offer only when it matches a running special. An offer it finds anywhere else is stopped before it is spoken and the assistant says your fallback line instead. That includes your brief, an FAQ answer, a knowledge document, a community's highlights or custom values, a tool's answer, or something the caller heard elsewhere. Without a running special, it does not mention specials at all.

Talking points and a community's Local highlights cannot hold a price or an offer. Saving or publishing one is refused, with a note saying where it belongs. One saved before this rule is flagged, and Move to a draft special turns it into a draft special for you to date and approve.

Discount lines on your invoice are cuts in what you pay us. They are never offers to callers, even when your account calls its specials "promotions".

Price approval#

With approval on, a price change or a special waits for an owner or admin to approve it before callers hear it. Editors and community managers never approve, whatever else they can do.

An owner turns it on in Pricing → Care types and options → Pricing settings, under Price changes need approval:

Sending a change#

When your changes need approval, Publish becomes Send for approval: on a community's Pricing tab, and as Review and send for approval in the matrix. You can still set a Takes effect date.

You should see: Sent for approval. The agent keeps quoting the published prices until then.

While it waits, the change cannot be edited. The community shows Waiting for approval, and the matrix's Show → Waiting for approval lists every one. The sender can Withdraw it to keep working on it.

Approving#

On the community's Pricing tab, the waiting change says when it was sent, its note, and when it takes effect. Press Approve, or Return with a note under What needs changing. A returned change goes back to the sender's draft with your note on top.

To approve several at once, press Review and approve in the matrix. It lists every waiting change with its prices before and after. Each is published as it was sent, on its date if one was asked for.

Specials work the same way, from the Specials tab. Changing an approved special sends it for approval again; ending it sooner does not.

Changes from your CRM#

If your prices come from a CRM price sync set to publish on its own, Include CRM sync changes (shown once approval is on) makes those wait for approval too.

What good looks like#

• Every running special has an end date, or a reason not to.
• Show → Waiting for approval in the matrix is empty at the end of the week.
• A test call that asks about cost hears your special once, in your words, with its end date.