First-time setup
Use this order to establish a dependable baseline before adding advanced call handling.
1. Add caller-facing business facts
Section titled “1. Add caller-facing business facts”Open Business Profile. Confirm the business name, industry, website, contact details, description, service areas, business hours, and timezone. Write for callers, not for internal staff.
2. Shape the caller experience
Section titled “2. Shape the caller experience”Open Voice & Behavior. Choose an agent name and voice, then write a short primary greeting. Add reception instructions and clear boundaries for what your agent should and should not do.
3. Add approved knowledge
Section titled “3. Add approved knowledge”Open Knowledge. List the services you actually offer, frequent questions with approved answers, and concise notes about pricing or selling points when relevant.
4. Test normal reception first
Section titled “4. Test normal reception first”Use Test your agent to hear the greeting and try common caller requests. Correct unclear wording before adding qualification.
5. Configure only the actions you need
Section titled “5. Configure only the actions you need”Use Call Handling to add qualification, handoff, or message taking. Prepare Calendar & Booking separately if callers should book appointments.
6. Prepare call delivery
Section titled “6. Prepare call delivery”Review Phone System and make sure the number and readiness state match your launch plan.
7. Run a final check
Section titled “7. Run a final check”Complete the go-live checklist with a real call. Confirm the call result in Agent Center before directing broader traffic to the number.