First-time setup

Use this order to establish a dependable baseline before adding advanced call handling.

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

Open Voice & Behavior. Choose an agent name and one of the supported voices, then write a short primary greeting. Add concise reception instructions and clear boundaries for what your agent should and should not do.

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

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

Use Call Handling to add only the capabilities the business needs. Newly configured workspaces start with Message Taking Off. Turn it on in Reception only when callers should leave follow-up requests. Prepare Calendar & Booking separately if callers should book appointments.

6. Prepare call delivery

Review Phone System and make sure the number and readiness state match your launch plan. If you will keep publishing an existing number, configure external call forwarding only after the assigned number passes a direct call test.

7. Test every enabled state

Test normal reception first. Then test each enabled action directly, followed by any qualification or fallback path that uses it. For Message Taking, test both the saved On behavior and the expected Off behavior.

8. 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.