Go-live checklist
Complete this checklist after configuration and before broader call traffic.
Business and conversation
Section titled “Business and conversation”- Business name, contact details, service areas, business hours, and timezone are correct.
- The primary greeting is short, accurate, and easy to understand.
- The selected voice is clear with the business name and important service terms.
- Reception instructions describe how your team wants calls handled without duplicating structured actions.
- Knowledge contains only approved services, answers, and customer-facing facts.
- Frequent answers lead with the answer and state when team confirmation is required.
- General Reception was tested in the languages your callers are most likely to use, including a same-call switch back to English.
Call handling
Section titled “Call handling”- Qualification is off unless you intentionally configured and tested it.
- Every enabled entry method has a clear purpose.
- Criteria are ordered correctly and use simple answer formats.
- Qualified and not-qualified outcomes have an intentional primary action and any needed backup.
- Handoff destinations and availability are current.
- Take messages is intentionally On or Off in Call Handling > Reception.
- When Message Taking is On, its direct request path and any outcome or fallback that depends on it were tested.
- Message guidance asks only for information your team needs and excludes sensitive details.
- Multilingual qualification, booking, Message Taking, or handoff is not treated as certified unless that structured room has been tested and documented separately.
Booking and phone readiness
Section titled “Booking and phone readiness”- Availability checking and confirmed booking are enabled only when ready.
- A real test confirmed the expected appointment path.
- The active phone number and routing readiness match your launch plan.
- If an existing number forwards calls, both the direct destination and external forwarding path passed a real-call test.
- An after-hours or unavailable-action test reached the intended fallback.
Evidence
Section titled “Evidence”- A real call appears in Home and Inbox.
- The activity record matches what actually happened.
- A booked appointment, completed handoff, or saved message has authoritative confirmation.
- Message alerts were tested separately from message appearance in Inbox.
- Your team knows where to review calls and follow-up items.
If any item is uncertain, keep traffic limited, correct the related Agent Center section, and repeat the real-call test.