Production Checklist

Use this checklist before going live with any deployment channel. Complete the relevant sections based on your launch path.

---

​

Universal Pre-Launch

Complete these steps regardless of deployment channel.

​

Agent Configuration

• Agent name is professional and customer-appropriate
• AI model is selected (start with Balanced if unsure)
• Voice is selected and sounds natural for your use case
• Prompt is clear, structured, and tested
• Response Style (temperature) is set appropriately (lower = more consistent)
• Timezone is set correctly for your business

​

Knowledge Base

• All knowledge items show green (ready to use)
• Knowledge base is assigned to the agent
• Test questions return accurate, grounded answers
• No outdated information in knowledge items
• Agent says “I don’t know” for questions outside knowledge scope

​

Tools

• Each tool is tested individually (transfer, booking, custom actions)
• Tool names match exactly in your prompt (case-sensitive)
• Authentication credentials are current (check Secrets)
• Transfer destinations answer and are staffed during business hours
• Calendar integration shows correct availability (if using booking)

​

Analytics

• At least one Primary Goal is defined
• Insights are configured for key metrics
• Post-call notifications are set up for critical events (escalations, complaints)

​

Privacy & Compliance

• Data retention policies are configured in Privacy tab
• Pre-call announcement is set up if required by law
• Recording opt-out is enabled if required
• Trust Center is configured with privacy policy URL

---

​

Phone Channel Checklist

• Phone number is purchased or imported and shows Active status
• Routing is configured — correct agent assigned
• Schedule-based routing is set up if using business hours
• Spam score is green (clean) on the phone number
• Test call completed from an external phone
• Greeting sounds correct over phone (not just web)
• Transfer destinations work from a real phone call
• Voicemail/AMD behavior is acceptable
• Inactivity timeout is configured (max duration, silence reminders)

---

​

Web Widget Checklist

• Widget is created and linked to the correct agent
• Appearance matches your website branding
• Content labels and messages are in the correct language
• Features are configured (voice, text, transcript, feedback)
• Allowed domains are set (or left empty for all domains)
• Privacy / Trust Center settings are configured
• Embed script is placed before </body> on your website
• Widget loads correctly on desktop and mobile
• Microphone permission works on HTTPS
• Share links are created with appropriate limits (if sharing demos)

---

​

Campaign Checklist

• Campaign agent is configured specifically for outbound calls
• Outbound greeting is set (different from inbound if needed)
• Contact list is clean — valid phone numbers in E.164 format
• Phone number is assigned and not used by another active or paused campaign
• AMD mode is reviewed in campaign Settings if you need non-default behavior (text-based for speed, ML-based for accuracy)
• Business hours / schedule is configured to match recipient timezone
• Call settings are configured (interval, retries, concurrent calls)
• Goals and analyses are set up in the Analytics tab
• Pilot batch of 20-30 contacts is ready for initial testing
• Legal compliance window is reviewed for your target regions
• Campaign is created but left in Paused status until ready

---

​

Post-Launch Monitoring (First 48 Hours)

​

Hour 1

• Check the Dashboard for incoming activity
• Listen to 2-3 conversations for quality
• Verify goals are being evaluated correctly
• Confirm notifications are delivered to the right people
• Check for any failed calls or errors

​

First Day

• Review 10+ conversations across different scenarios
• Check goal achievement rates
• Verify knowledge base answers are accurate
• Monitor phone number spam scores
• Flag any issues in Quality Studio

​

First Week

• Establish baseline metrics (answer rate, goal rate, duration)
• Review the campaign heatmap for optimal calling times (if outbound)
• Update your prompt based on conversation patterns
• Add knowledge items for unanswered questions
• Set up a weekly review routine

---

​

Ongoing Operations

• Weekly conversation review (sample 5-10 calls, listen to recordings)
• Monthly knowledge base audit (remove outdated content, add new)
• Monitor spam scores on phone numbers
• Check Quality Studio for systematic issues
• Export analytics for reporting
• Rotate phone numbers if spam scores rise (campaigns)
• Update prompts based on Quality Studio patterns
• Keep contact lists clean — remove failed or opted-out numbers
• Test changes in the editor before applying to production agents

When to contact support: Consistent call failures, sudden performance drops, audio quality issues, or integration problems. Reach out at support@itellico.ai.

​

Next Steps