Get ready to go live
A last check before real customers hear your agent: words, hours, opt-outs, recording, money and who is watching.
Before you start
- An agent or team you have tested yourself.
- A short list to start with, and someone who can listen to the first calls.
Hear every line it will say
Run the agent in the Live Call Console, and try the difficult questions as well as the easy ones. Have a native speaker read the greeting. Run its Evals and, if your plan has it, the Simulation Lab.
Check the calling hours
Calls go out only between 9 am and 9 pm IST, a limit you cannot widen. On Professional and Enterprise, set your own calling window in Compliance. Each agent also has its own Calling hours. Collections templates set 9 am to 7 pm. Workflow messages wait out 9 pm to 9 am unless you turn quiet hours off.
Where:ComplianceAgent Studio
Load your Do-Not-Call list
Add your opt-outs in Compliance, by hand or as an import. On Professional and Enterprise, you can switch on Capture opt-outs automatically, so a caller who says stop is added after the call. It is off until you switch it on.
Where:Compliance
Decide on recording
Call recording is on Growth and above, and it is off for an agent until you switch it on in Setup, under Recording & compliance. Announce call recording plays a short notice at the start of every recorded call, so leave it on unless you tell callers another way.
Where:Agent Studio
Decide what it says about being an AI
An agent does not bring it up by itself. If a caller sincerely asks, it says it is a virtual assistant and carries on, and it never claims to be human. If you want callers told up front, write that into its greeting.
Where:Agent Studio
Give it a way out
Add a hand-over list, so a caller who needs a person can reach one. On plans without hand-over to your staff (it is on Professional and Enterprise), that is one number. An agent with nowhere to hand over tells the caller to ring 112 in an emergency. Coverage is shown in Compliance on plans that include it.
Where:Agent StudioCompliance
Check the money
In Billing & Usage, check your wallet, your included minutes and how long the wallet lasts at the current pace. When the wallet runs out, calls stop. Add credits first, and read the prices on How you're charged. A top-up amount lands in your wallet, and GST is added on top when you pay.
Where:Billing & Usage
Decide who is told, and go small
In Alerts, add who hears about calls, campaigns and account problems. An event goes nowhere until its channel has a recipient. Then press Go live, start with a low Max contacts, and watch Live Calls. End call there cuts the customer off at once, and the minutes so far are still billed.
Costs and what to watch
- Consent, national registry checks, registrations and your sector's calling rules stay your responsibility. The product gives you controls: it does not make your calling lawful for you.
- Go live switches on everything that points at the agent, at once.
Read next
Run your first campaign
Bring in a list, set when it may ring, start small, and listen before you scale.
Read more →Build your first agent
Create one agent for one job, give it what it needs to know, hear it yourself, and then let real callers reach it.
Read more →Make your calls better with QA and the Simulation Lab
Read real calls, rehearse against difficult customers, grade what happened and feed the fixes back.
Read more →