CONNECT THE CONVERSATIONPhone system
Bring your provider, number type and inbound or outbound requirements. Compatibility and routing need to be confirmed for your deployment.
- Provider and number ownership
- Call direction and expected volume
- Transfer and callback requirements
Acceptance testCall the intended number, test a failed connection and verify the agreed handoff.
KEEP THE CONTEXTCRM & lead records
Decide which enquiry details your team needs and where they belong. Discuss the available API or export route before promising automatic updates.
- CRM name and available API access
- Required fields and record ownership
- Duplicate detection and update rules
Acceptance testUse a test contact to verify field mapping, duplicates and failed-write recovery.
CONFIRM THE NEXT STEPCalendar & bookings
Define the authoritative calendar and booking rules. A request stays a request until the chosen system confirms an available appointment.
- Calendar platform and permissions
- Services, durations and time zone
- Confirmation and cancellation rules
Acceptance testCheck a full calendar, a duplicate booking and a caller changing their preferred time.
GROUND EVERY ANSWERBusiness knowledge
Prepare approved answers, service information and escalation rules. Agree on how updated information reaches the agent and who reviews it.
- Approved answers and source documents
- An owner for content updates
- Topics that require human review
Acceptance testAsk a known question, an outdated question and something outside the approved scope.