Before you launch
1
Set up phone numbers and caller ID
The agent has at least one phone number assigned (or a SIP trunk for your own carrier).
For outbound agents with several numbers, a dialing strategy is chosen: Rotate Numbers, Prefer Local Numbers, or Auto Optimize.
Numbers are checked for spam flags. Replace any number marked Spam Risk Detected.
For inbound agents, the number routes to this agent and Max incoming calls in parallel fits your expected volume.
2
Test across scenarios
Test calls cover the main path to the goal from start to finish.
Each scenario is triggered at least once: common questions, objections, “not interested,” “call me later,” wrong number, and requests to stop calling.
You’ve tested interruptions, silence, and off-script answers.
Test variables use realistic values, including empty optional fields.
You’ve tested in each language the agent will speak.
Transfers reach the right number or queue, with the right caller ID.
3
Decide voicemail behavior
Leave message if reaching voicemail is on or off by choice, not by default.
If on, the strategy is set: Whenever voicemail is detected, First detected voicemail only, or On the final scheduled call (if voicemail is detected).
The voicemail message is short, includes who is calling and why, and doesn’t include sensitive information.
4
Confirm compliance settings
You have the consent required to contact everyone on your list, on every channel you use.
Enable Account Do Not Call (DNC) List and Update Account Do Not Call (DNC) List Automatically are on.
For US contacts, Check US Federal Do Not Call (DNC) Registry (and Include State Do Not Call (DNC) Lists if needed) are set according to your obligations.
Recording settings and any recording notice match your legal requirements.
Sensitive data detection is on if callers may share card numbers or PINs.
Guardrails cover topics the agent must not discuss.
5
Set availability and retries
Calling hours match your business and legal limits. Use Use Contact’s Time Zone for contacts in several time zones.
Total Dial Attempts, Min Wait Time Between Dial Attempts, and Max Daily Dial Attempts are set on purpose (defaults: 5 attempts, 90 minutes, 3 per day).
You’ve decided whether to continue dialing after a contact asks to be called later.
6
Set concurrency
Limit Concurrent Calls and Max Outgoing Calls in Parallel match what your team, transfer targets, and APIs can handle.
If the agent transfers to people, there are enough people available for the call volume.
7
Define success and post-call analysis
Success criteria describe what “goal reached” means in concrete terms.
Custom outcomes (for example, “Follow-Up Scheduled”) exist for each result you’ll act on.
Key questions capture the data you need downstream, with the right answer types.
You’ve reviewed the outcome and summary of your test calls and they’re correct.
8
Test webhooks and integrations
Each in-call action has been tested with the Test button and on a live test call, including error and timeout cases.
Post-call actions run for the right outcomes and write to the right place in your CRM or spreadsheet.
Webhooks are subscribed to the events you need and your endpoint returns success quickly.
Your endpoint validates webhook signatures.
Test call data is filtered out downstream (payloads include
isTestCall).9
Publish the version
The tested draft is published, so edits you make later don’t reach live contacts until you publish again.
Anyone else editing the agent knows which version is live.
Start small, then scale
Don’t launch to your full list on day one.1
Run a pilot
Start the agent with a small batch of real contacts, such as 50 to 200, during normal calling hours.
2
Review every pilot conversation
Read transcripts and listen to a sample of recordings. Check outcomes, summaries, and that data reached your systems.
3
Fix and republish
Rewrite steps where contacts hang up or get confused. Add scenarios for questions you didn’t expect. Publish the new version.
4
Increase volume gradually
Add contacts in larger batches and raise concurrency step by step. Watch answer rates and spam flags as volume grows.
Monitor after launch
Related
Compliance
Consent, DNC, opt-outs, and recording.
Improve answer rates
Local presence, retries, and pre-call chat.
Testing your agent
Test calls, web calls, chats, and emails.
Agent results and insights
Results, filters, and insights mode.