# The golden rule

> If it isn't in the business's base, Atenta doesn't make it up: it checks with the owner and passes it on.

> **If it isn't in the business's base, Atenta doesn't make it up: it checks with the owner and passes it on.**

It's Atenta's central promise, and it's written **in code, not just in the prompt**.

## What it means in practice

- Atenta **never makes up** prices, hours, availability, addresses or diagnoses.
- Every figure that goes out to a customer must exist in the approved base. The reply is **checked against the base** before it's sent; if a figure isn't there, the reply is rewritten or handed over to a person.
- When it doesn't know, it tells the customer naturally ("I don't want to guess on that; let me confirm and I'll write you right here") and **alerts the owner** with the full thread.
- Whatever the customer dictates (a new address, "I already paid", an allergy) stays **pending confirmation** until the owner validates it.

## What also belongs to a person

Even if it's in the base, there are things Atenta doesn't decide on its own:

- Special quotes, discounts and financing.
- Complaints and claims.
- Emergencies and symptoms (clinics): it never gives medical advice.
- Legal matters, press and suppliers (corporate offices).
- An unusually large order (for example, ten pizzas or more): it's recorded and handed over.

## How it's tested

Every test business is put through **30 trap questions** (prices that don't exist, made-up hours, "can you give it to me cheaper?"). The target is 0 made-up answers, and it's measured on every change to the engine. There are also tests per trade: 5 traps specific to each one (a date that isn't reserved at a venue is never declared free; a hotel never confirms a room).

## How your customer sees it

A real example from a test fonda:

> **Customer:** Do you have chiles en nogada?
> **Atenta:** Today's menu is noodle soup, rice, and for the main dish milanesa, stuffed chiles or beef with onions. I don't have chiles en nogada on the list; let me ask Chayo and I'll confirm right here.

And Chayo gets the alert: "Someone's asking about chiles en nogada. It's not on your menu." If there are some, she adds them to the base with one tap.