Go live
A safe order for pointing real callers at your agent, and what to set up before you do.
Going live is one decision: real callers now reach your agent. Everything else you can prepare beforehand.
Before you send any calls
| Check | Why |
|---|---|
| Two test calls done | One in the browser, one to the real number. See Make a test call |
| The handoff is real | If you chose transfer, ring that number and check somebody answers |
| Somewhere for summaries to go | Email, Slack or Google Chat, so calls reach you without logging in. See Where calls are sent |
| Booking connected | Only if you want it. With no diary it takes a request instead of booking. See Booking |
A safe order to switch over
Do it in this order and no caller ever gets nothing:
- Send after-hours calls first. Evenings and weekends go to the agent. You still answer in person during the day.
- Read those calls each morning. Fix the instructions wherever it guessed.
- Send the busy hours once the overnight calls read well.
- Send everything when you stop finding things to fix.
Your phone company controls this, usually from their app. It takes minutes to change either way.
Watch these in the first week
| What | How often | Look for |
|---|---|---|
| Calls | Daily | Questions it answered badly, not how many calls |
| Appointments | The first few | That they land in your real diary at the right time |
| Usage | If you are near your limit | Alerts arrive at 75%, 90% and 100% |
Turning it off
| You want to | Do this |
|---|---|
| Stop callers reaching it | Turn off the forwarding at your phone company. It stops at once, and you control it |
| Stop it booking | Disconnect the connector on the agent's Connectors page. It keeps answering and taking messages |
Do not test by cancelling a real customer's appointment. Use a made-up name and a time you know is empty. A booking your agent makes is a real booking in your real system, and so is a cancellation.