3. Go live checklist

Before opening a channel to customers, check that your agent gives accurate answers and your team can take over smoothly. Work through this checklist after setting up your first agent, ideally with a colleague testing from the customer's side.

Setup checks

• Business and team: confirm the business name, timezone, user roles and workspace membership.
• Knowledge: check that current sources are READY and Active. Deactivate obsolete material and consider other workspaces using shared sources before changing them.
• Agent: review saved guidance, handoff wording and live-channel switches. Make sure the handoff message reflects your team's availability.
• Usage: check credits and storage, especially before importing more content. Live interactions follow different credit rules from console tests.

Conversation test

1. Ask a factual question and compare the answer with its supporting source.
2. Ask something outside the available knowledge and check that the agent avoids inventing an answer.
3. Request a person and find the handoff in Inbox.
4. Confirm human handling, assign the conversation, reply and check delivery to the customer. Assignment alone does not stop AI handling.
5. Close the conversation and confirm your team can find its history.

Snooze and notifications

• Snooze: snooze a separate test conversation, then send a customer message to check its return.
• Notifications: have a colleague assign or mention you and check that the expected notification arrives.

See Conversation statuses and Notifications for details.

Channel checks

Webchat

For webchat, review appearance on desktop and mobile, Allowed domains and the workspace identifier in the installation snippet. Send and receive real test messages through the widget.

Signed customer identity

If you use signed identity, test sign-in, token expiry, sign-out and switching between two fictional accounts. Keep the signing secret on your server; see Widget setup and identity verification.

WhatsApp

For WhatsApp, check the connection, available templates and Converso business approval. Complete provider prerequisites using your reviewed provider guide.

Launch responsibilities

Agree who will monitor handoffs and unanswered conversations. Resolve failed checks before launch, then review conversations and usage regularly as customers begin using the channel.

Ongoing improvements

Use recurring questions to identify gaps in your knowledge. Correct the underlying source when an answer is wrong, wait for processing and retest. Change one thing at a time where practical, and repeat affected journeys after updates to knowledge, guidance or channel settings.

If a check fails, use Troubleshooting to narrow down the cause.