MolmoroTriage

Approved language

Script library

Operator-ready scripts for routine front desk categories, bilingual support, and mandatory tax advice boundaries.

New Client Intake Screening

New client inquiry

EnglishAI allowedRoutine
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

Thanks for calling. I can collect basic intake details and explain the firm's process. A tax professional will review whether the firm can help before any tax advice is given.

Do say

  • Collect contact details and general service need.
  • Explain the intake process.

Do not say

  • Do not quote tax outcomes.
  • Do not promise acceptance as a client.

Escalation triggers

  • Complex tax situation
  • Client requests tax advice
  • Urgent filing deadline

Notes: Default script for pilot demos.

Appointment Scheduling

Appointment scheduling

EnglishAI allowedRoutine
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

I can help schedule or reschedule based on the firm's approved calendar rules. If you need an exception, I will ask the firm to review it.

Do say

  • Use approved calendar windows.
  • Confirm preferred callback details.

Do not say

  • Do not create same-day exceptions without approval.

Escalation triggers

  • Same-day request
  • Preparer-specific request
  • No available slots

Notes: Default script for pilot demos.

Secure Portal Help

Portal help

English + Simplified ChineseAI allowedRoutine
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

For security, please upload tax documents through the firm's secure portal rather than email or text. I can walk you through the steps.

Simplified Chinese

为了保护您的个人信息，请通过事务所的安全客户 portal 上传税务文件，不要通过普通邮件或短信发送。我可以帮您一步一步操作。

Do say

  • Direct documents to the approved portal.
  • Offer a step-by-step walkthrough.

Do not say

  • Do not accept documents.
  • Do not ask the client to text or email documents.

Escalation triggers

  • Portal outage
  • Client cannot access account
  • Sensitive data was shared accidentally

Notes: Default script for pilot demos.

Document Checklist Explanation

Document checklist question

EnglishAI allowedRoutine
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

I can send the firm's general document checklist. The tax professional will decide what applies to your specific return.

Do say

  • Share the firm-approved checklist.
  • Keep advice general and process-focused.

Do not say

  • Do not decide which forms apply.
  • Do not collect documents in the notes.

Escalation triggers

  • Client asks if a form is required
  • Client wants to send documents outside portal

Notes: Default script for pilot demos.

Return Status Boundary

Return status question

EnglishAI allowedEscalation required
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

I can check the firm-approved status language and send a note to the team. I cannot promise a completion date unless the firm has approved that update.

Do say

  • Use approved status phrases only.
  • Offer to route the question.

Do not say

  • Do not promise timelines.
  • Do not say the return is filed unless verified by the firm.

Escalation triggers

  • No status is available
  • Client is upset
  • Client asks for a filing date promise

Notes: Default script for pilot demos.

IRS or State Notice

IRS/state notice

EnglishAI allowedEscalation required
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

A tax professional needs to review any IRS or state notice. Please upload the notice through the firm's secure portal, and I will route your message to the firm.

Do say

  • Escalate immediately.
  • Direct client to secure portal.

Do not say

  • Do not interpret the notice.
  • Do not say whether the client owes money.

Escalation triggers

  • Any IRS/state notice
  • Deadline on notice
  • Client is distressed

Notes: Default script for pilot demos.

Tax Advice Boundary

Tax advice question

English + Simplified ChineseAI allowedEscalation required
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

I'm not able to answer tax advice questions, but I can make sure your question is clearly sent to the tax professional. I'll note your question and the firm will review it.

Simplified Chinese

这个问题需要报税师或税务专业人士来判断。我不能直接给税务建议，但我可以帮您把问题记录清楚并转交给他们查看。

Do say

  • State the boundary clearly.
  • Capture the question without giving advice.

Do not say

  • Do not determine deductions.
  • Do not discuss credits, dependents, or filing positions.

Escalation triggers

  • Any tax advice question

Notes: Default script for pilot demos.

Billing Question

Billing/payment

EnglishAI allowedEscalation required
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

I can share the firm's standard payment process and route any billing exception to the firm for review.

Do say

  • Share payment process if approved.
  • Escalate exceptions.

Do not say

  • Do not negotiate fees.
  • Do not take card or bank details in notes.

Escalation triggers

  • Fee dispute
  • Payment exception
  • Refund request

Notes: Default script for pilot demos.

Bilingual Process Support

Bilingual assistance

English + Simplified ChineseAI allowedRoutine
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

I can explain the firm's process in English or Chinese and make sure your question is routed correctly.

Simplified Chinese

我可以用中文或英文解释事务所的流程，并确保您的问题被正确转交给合适的人处理。

Do say

  • Use approved process language.
  • Slow down for portal walkthroughs.

Do not say

  • Do not translate tax advice into a decision.
  • Do not answer professional questions.

Escalation triggers

  • Tax advice requested
  • Notice received
  • Client needs preparer callback

Notes: Default script for pilot demos.

After-hours Voicemail

After-hours voicemail

EnglishAI allowedRoutine
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

Thank you for calling. Please leave your name, callback number, firm name if known, and a brief administrative message. Do not leave SSNs, bank details, or tax document details.

Do say

  • Ask for safe contact details.
  • Warn against sensitive details.

Do not say

  • Do not request taxpayer identifiers.

Escalation triggers

  • Urgent notice
  • Upset client
  • Payment issue

Notes: Default script for pilot demos.

Missed-call Text-back

Missed-call text-back

EnglishAI allowedRoutine
Script version
v1
Approved by
Demo firm owner
Approved date
2026-02-01

English script

Thanks for calling. We can help with scheduling, portal access, routine status routing, and general process questions. Please do not text SSNs or tax documents.

Do say

  • Keep text short.
  • Direct documents to secure portal.

Do not say

  • Do not ask for sensitive data by text.

Escalation triggers

  • Client texts tax details
  • Urgent notice
  • Tax advice question

Notes: Default script for pilot demos.