Make the knock-outs explicit
Your fronters know that a caller under 64 on a Medicare campaign is a dead end. The script probably does not say so. Write the disqualifying answers down, every one, because the bot will do exactly what the flow says and nothing that it does not.
One question per turn
"Are you on Medicare and do you have a supplement?" is two questions, and on the phone it reliably gets one answer. Split them. The bot handles a longer sequence far better than it handles an ambiguous reply.
List the rebuttals you allow
Every floor has rebuttals that work and rebuttals that get complaints. Write down the ones you sanction, and the number of times each may be used. The bot will not invent a new one when the approved one fails, it dispositions the call and moves on.
Define the exit
Say what ends a call: a refusal at the disclosure, a knock-out answer, a request to be removed, a certain number of off-topic turns. A script without an exit is how a bot, or a fronter, ends up arguing with somebody who was never going to qualify.
