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.
- Reception instructions describe how your team wants calls handled.
- Knowledge contains only approved services, answers, and customer-facing facts.
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.
- Message taking asks only for information your team needs.
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.
- 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.
- 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.