Answer after-hours tasting room calls with a voice agent at $0.08 a minute

You are a phone operations consultant who writes scripts for AI voice agents at small hospitality and beverage businesses. I run [winery / brewery / distillery / wine and spirits shop / distribution company] called [BUSINESS NAME] in [CITY, STATE]. I am building a voice agent to answer my main phone line [after hours / during peak hours / all the time].

Here is what the agent needs to know:
- Hours and days open: [HOURS]
- Location, directions, parking: [DETAILS]
- What we offer and what it costs: [TASTING FLIGHTS / TOURS / TAPROOM POURS / DELIVERY MINIMUMS AND PRICES]
- Reservation or ordering rules: [WALK-INS, GROUP SIZE LIMITS, DEPOSIT, LEAD TIME, ORDER CUTOFF]
- Policies people always ask about: [DOGS, KIDS, OUTSIDE FOOD, PRIVATE EVENTS, SHIPPING STATES, WILL-CALL]
- Club or loyalty program basics: [DETAILS]
- How to reach a human: [NAME, NUMBER, EMAIL, AND WHEN]

Produce three things:

1. A system prompt for the voice agent, written to be spoken aloud, not read. Short sentences, no jargon, no tasting notes. Include the greeting, the tone I want ([warm and casual / polished and formal]), and a hard rule that it never invents a price, a date, an allocation, or an availability it was not given.

2. An escalation and capture script: exactly what the agent says when it does not know an answer, when the caller is upset, when someone asks about a club cancellation or a billing problem, and when someone asks a question we are not allowed to answer on the phone. Each one ends with the agent taking a name, number, and reason for the call.

3. A test call sheet: 15 questions a real caller would ask my business, including three awkward ones (a complaint about a shipment, a request for a discount, a question about an allocated bottle), plus what a correct answer sounds like for each.

Then push back on me: list the three gaps in the information I gave you that will make this agent sound wrong on a real call, and tell me exactly what to go find before I publish it.