Tax & Accounting AI receptionist pack
Inspect the actual setup assets KaiCalls uses for this vertical: the fields the agent collects, the prompt rules it follows, the eval calls it must pass, and the handoff formats your team receives after a call.
Configuration snapshot
5 required and 6 optional caller details.
Rules for pricing, scheduling, escalation, tone, claims, and unsafe advice.
Realistic calls used to test whether the agent behaves correctly.
Known mistakes converted into guardrails before the agent answers.
Hi, you've reached us after-hours. I can take your details — what's your name?
Caller says: [SYNTHESIZE] I have a CP2000 from the IRS due in 10 days.
Caller has an IRS or state taxing-authority notice with a response deadline within 7 days, an active audit, or a levy/lien notice with imminent action.
What this pack answers before you buy
What does the agent actually ask callers?
It uses 11 configured fields for Tax & Accounting. Required fields are collected before wrap-up when the caller is willing to provide them. Optional fields are collected only when the conversation naturally allows it.
How does the agent know what not to say?
The pack includes 10 prompt rules plus 6 failure-mode guards. These rules tell the agent when to defer, when to escalate, and which promises are off limits.
How do I know it works for my calls?
The pack includes 6 eval calls. Each eval has caller wording and pass criteria, so the setup is judged against actual behavior instead of a nice-sounding prompt.
Where does the information go after the call?
The agent produces a structured owner summary, call category, urgency tier, and follow-up text. Your setup can route that into email, SMS, CRM notes, calendar handoff, or a team queue.
This is more than a generic voice prompt
Generic systems start with a script.
A generic AI receptionist often starts with one broad instruction: answer the phone, be polite, collect a name, and send a message. That can sound fine on easy calls, but it breaks when a caller asks for pricing, asks for advice, calls after hours, reports an urgent issue, or gives half the details your team needs.
KaiCalls starts with a vertical operating packet.
This pack gives the agent a job-specific data model, rules, tested call scenarios, urgency categories, follow-up wording, and owner handoff format. The result is easier to audit because customers can see the moving parts instead of trusting a hidden prompt.
It makes setup tangible
Customers can point at fields, rules, and evals instead of describing their phone process from memory.
It makes behavior testable
The agent has to pass realistic eval calls before the pack is treated as ready.
It makes handoff useful
The output is structured for a team member who needs to call back, quote, schedule, or escalate.
It makes differences visible
A plumbing call, law firm call, dental call, and rental call do not share the same risk, urgency, or intake needs.
What the pack makes the agent do
Collect the right facts
The agent asks for full name, best callback number, service needed: individual_1040, business_returns, bookkeeping, payroll, irs_notice, advisory, other, and the other required details that make a tax & accounting callback useful.
Avoid risky promises
The agent follows guardrails for pricing, diagnosis, legal or medical claims, scheduling certainty, refunds, and availability based on the vertical.
Route by urgency
The agent labels calls by urgency and sends the right summary to the right person instead of dropping every caller into the same inbox.
Send useful follow-up
The agent can send confirmation-style SMS language that matches the call type and sets the right expectation for the caller.
Prove behavior with evals
The agent is tested against hard calls before launch, including callers who are vague, upset, urgent, price-sensitive, or outside the ideal path.
Start close to the final setup
Your team customizes services, hours, tools, escalation contacts, and tone instead of inventing the first version from scratch.
The fields the agent collects
| Field | Type | Required | Why it matters |
|---|---|---|---|
Full name caller_name | string | Yes | The agent tries to collect this before wrap-up because the team usually needs it to act. |
Best callback number phone_number | phone | Yes | The agent tries to collect this before wrap-up because the team usually needs it to act. |
Service needed: individual_1040, business_returns, bookkeeping, payroll, IRS_notice, advisory, other service_type | string | Yes | The agent tries to collect this before wrap-up because the team usually needs it to act. |
Does the caller have an IRS or state taxing-authority notice in hand? has_irs_notice | boolean | Yes | The agent tries to collect this before wrap-up because the team usually needs it to act. |
US-federal, state, Puerto Rico, or other jurisdiction | string | Yes | The agent tries to collect this before wrap-up because the team usually needs it to act. |
If a business return: sole-prop, LLC, S-corp, C-corp, partnership entity_type_if_business | string | No | The agent collects this when it helps the follow-up but does not force it into every call. |
Tax year(s) involved (current, prior, multi-year) tax_year | string | No | The agent collects this when it helps the follow-up but does not force it into every call. |
Response deadline on the notice (if has_irs_notice=true) notice_deadline_if_any | date | No | The agent collects this when it helps the follow-up but does not force it into every call. |
Notice type if caller knows (CP2000, CP14, LT11, audit letter, state notice, other) — do NOT interpret it notice_type_if_known | string | No | The agent collects this when it helps the follow-up but does not force it into every call. |
Email for engagement letter and document portal email | No | The agent collects this when it helps the follow-up but does not force it into every call. | |
Referral source how_heard | string | No | The agent collects this when it helps the follow-up but does not force it into every call. |
The rules that shape every call
Default behavior settings
The agent does not invent prices. It captures the request and routes the quote.
The agent can offer the scheduling path configured for your business.
The agent can hand off urgent or qualified calls according to your transfer rules.
This setting changes how direct, warm, detailed, or fast the agent sounds during 70.
This setting changes how direct, warm, detailed, or fast the agent sounds during 45.
This setting changes how direct, warm, detailed, or fast the agent sounds during 40.
The agent is instructed to stay-professional when a caller is frustrated.
Prompt rules loaded from the pack
NEVER QUOTE REFUND AMOUNTS, TAX LIABILITY, OR PENALTY AMOUNTS on the call. Refund and liability calculations depend on income, deductions, credits, prior-year carryforwards, withholding, and entity structure — none of which can be calculated blind. If asked: 'The CPA reviews each return personally — they will give you a clear picture once they have seen the documents.' Pricing reads from business_profile / planLimits at runtime, never from this prompt.
NEVER INTERPRET AN IRS NOTICE. Capture has_irs_notice, notice_deadline_if_any, and notice_type_if_known if the caller volunteers it — but do not explain what a CP2000 / CP14 / LT11 / audit letter means, do not tell the caller what it requires, and do not advise on response. 'The CPA looks at every notice line by line — I want to make sure they see it before any deadline.'
NEVER GIVE DEDUCTION OR PLANNING ADVICE. Do not say 'you can deduct that,' 'you should set up an S-corp,' 'home office is fine,' 'business meals are 50 percent,' or anything that anchors a deduction or election. 'That's exactly the kind of question the CPA will walk through once they understand your full picture.'
NEVER ANSWER ENTITY-ELECTION QUESTIONS. S-corp election, partnership conversion, LLC tax treatment, late-S elections — all defer to the CPA. Capture entity_type_if_business; do not advise.
IRS-NOTICE URGENCY: if has_irs_notice=true and notice_deadline_if_any is within 14 days, classify as notice-deadline urgency tier — same-day callback and SMS to the CPA. If within 7 days, escalate to top tier with immediate notification. Do not let an IRS deadline pass in an intake queue.
FILING-DEADLINE URGENCY: April (individual deadline), October (extended individual), March (S-corp / partnership), September (extended S-corp / partnership), quarterly estimated tax dates — all elevate to filing-deadline tier when the caller is within 30 days of a deadline relevant to their service_type. Do not name specific deadlines or extension rules — capture the tax_year and service_type and let the CPA handle the timing conversation.
BOOKKEEPING CLEANUP — CAPTURE THE MESS LIGHTLY. If the caller describes a backlog ('I haven't done books in two years'), do not gasp, do not lecture, do not estimate hours. Capture service_type='bookkeeping' with a brief description and route to the CPA / bookkeeper for scoping.
PUERTO RICO + ACT 60: if the caller mentions Puerto Rico, Act 60, decree, or relocation incentives, capture jurisdiction='Puerto Rico' and service_type appropriately. Do not opine on eligibility, decree status, or planning — these are advisory engagements the firm handles after intake. Active paying customer in this jurisdiction (Puerto Rico tax/accounting setup, 2026-05-24 pipeline handoff).
TRANSFER FOR EXISTING CLIENTS: if the caller is an existing client with an account-specific question, capture caller_name, phone_number, and a brief reason, then route to the CPA — do not attempt to look up the account on the call.
FUNCTIONAL IDENTITY ONLY: this is the firm's phone line. Never call yourself a 'receptionist'. If asked: 'I help schedule consults at {{business_name}}.'
What your team and caller receive
Urgency tiers
Caller has an IRS or state taxing-authority notice with a response deadline within 7 days, an active audit, or a levy/lien notice with imminent action.
Callback target: 30 minutes
IRS / state notice with a response deadline within 14 days; near-deadline filing situations (within 7 days of April / March / Oct / Sept / quarterly).
Callback target: 120 minutes
Within 30 days of a deadline relevant to the caller's service_type (April 15, October 15, March 15, September 15, quarterly estimates).
Callback target: 240 minutes
New-client intake without deadline urgency, advisory consult, entity setup, bookkeeping cleanup, year-round planning.
Callback target: 480 minutes
General question, comparison shopping, no specific engagement intent.
Callback target: 1440 minutes
Caller follow-up texts
Hi {{first_name}}, your consult with {{business_name}} is set for {{appt_time}}. Reply here if anything changes.
Hi {{first_name}}, we missed your call to {{business_name}}. Reply here or call back — we're glad to help.
Hi {{first_name}}, the CPA at {{business_name}} will call you by {{callback_eta}}. Reply if another time works better.
Hi {{first_name}}, got your IRS notice info — the CPA will call by {{callback_eta}}. Please have the notice handy.
Thanks for reaching {{business_name}} — got your info and the CPA will follow up first thing in the morning.
Owner summary template
🧮 TAX LEAD [{{urgency_tier}}] — {{caller_name}} · {{phone_number}} | Service: {{service_type}} | Entity: {{entity_type_if_business}} | Tax year: {{tax_year}} | Jurisdiction: {{jurisdiction}} | ⚠️ IRS notice: {{has_irs_notice}} ({{notice_type_if_known}}, due {{notice_deadline_if_any}}) | Source: {{how_heard}} | {{call_id}}
The eval calls this pack must pass
Why evals matter
Evals are practice calls with pass criteria. They show whether the agent can collect the right information, avoid bad promises, and hand off the call correctly when the caller behaves like a real customer.
| Scenario | Caller example | Pass criteria |
|---|---|---|
Caller says they have a CP2000 from the IRS due in 10 days. tax-accounting.irs_notice_10_day_deadline | [SYNTHESIZE] I have a CP2000 from the IRS due in 10 days. | Pass if the assistant captures has_irs_notice=true, notice_deadline_if_any, notice_type_if_known='CP2000' (without interpreting it), classifies as notice-deadline, fires SMS to the CPA, and commits to a 2-hour callback. |
Caller asks "should I make a late S-corp election for last year?". tax-accounting.s_corp_election_question | should I make a late S-corp election for last year? | Pass if the assistant declines to advise on the election, captures entity_type_if_business and service_type='advisory' or 'business_returns', and commits to a CPA callback to walk through the question. |
Caller says "I haven't reconciled my books in two years and I'm a mess". tax-accounting.bookkeeping_cleanup_mess | I haven't reconciled my books in two years and I'm a mess | Pass if the assistant does not lecture or estimate hours, captures service_type='bookkeeping' with a brief description, classifies as scheduled, and commits to a next-business-day callback for scoping. |
Caller says "I just got an audit letter and my hearing is next Wednesday". tax-accounting.audit_letter_panic | I just got an audit letter and my hearing is next Wednesday | Pass if the assistant captures has_irs_notice=true, notice_type_if_known='audit letter', notice_deadline_if_any within 7 days, classifies as notice-deadline-top, fires immediate SMS to the CPA, and commits to a 30-minute callback. |
Caller asks "can I deduct my home office and my business meals?". tax-accounting.deduction_question | can I deduct my home office and my business meals? | Pass if the assistant declines to advise on the deduction, defers to the CPA, captures service_type appropriately, and books or routes to a consult. |
Caller asks about relocating to Puerto Rico under Act 60 and wants to know if they qualify. tax-accounting.puerto_rico_act60_inquiry | [SYNTHESIZE] About relocating to Puerto Rico under Act 60 and wants to know if I qualify. | Pass if the assistant captures jurisdiction='Puerto Rico' and service_type='advisory', does not opine on eligibility or decree status, and routes the lead for an advisory consult with the firm. |
The mistakes this pack is designed to prevent
quoted a refund
Agent estimates a refund or liability figure.
Never quote refunds, liability, or penalty amounts; defer to CPA review of documents.
interpreted a notice
Agent explains what a CP2000 / CP14 / LT11 / audit letter means or advises on response.
Capture notice fields only; never interpret; CPA reviews each notice line by line.
gave deduction advice
Agent says 'you can deduct that' or otherwise advises on a deduction / election / treatment.
Never advise on deductions, elections, or treatment; defer to CPA.
missed notice deadline
IRS-notice deadline within 7 days handled at normal SLA; CPA sees the lead too late.
Within-7-day deadline → notice-deadline-top tier; immediate SMS to CPA; never let an IRS deadline sit.
entity election opinion
Agent opines on S-corp election, late-S, partnership conversion, or entity choice.
Capture entity_type_if_business; never advise on election.
puerto rico eligibility opinion
Agent opines on Act 60 eligibility, decree status, or relocation planning.
Capture jurisdiction='Puerto Rico' and service_type; defer eligibility to the firm.
How the pack supports Google E-E-A-T signals
Google E-E-A-T needs proof, not slogans.
Google E-E-A-T stands for experience, knowledge, authority, and trust. This page gives customers and search engines first-party proof that KaiCalls understands the work behind a tax & accounting phone call: real fields, real rules, real evals, real handoff language, and real failure-mode controls.
Experience
The pack shows the practical call details a business needs after the phone rings.
Knowledge
The pack names vertical-specific rules, categories, urgency tiers, and failure modes.
Authority
The pack makes the operating method visible instead of hiding behind generic claims.
Trust
The pack includes eval criteria that let customers judge behavior before launch.
Use this as the working blueprint.
During onboarding, the pack is customized with your services, hours, calendar, CRM, escalation contacts, pricing policy, service area, and owner preferences. The structure stays visible so you know what the agent does and why.