Agent
- The prompt or every flow branch has a clear goal, fallback, transfer, and ending.
- The intended version is published.
- Required dynamic variables have safe defaults.
- Knowledge bases are ready and contain current, non-conflicting information.
- Actions and MCP tools have the smallest required access and tested failure behavior.
- Secrets are stored in Secret Manager rather than prompts or variables.
Conversation quality
- Web and phone previews pass the expected path and important failure paths.
- Names, dates, amounts, identifiers, and domain terms are pronounced and transcribed correctly.
- Silence, interruption, background noise, DTMF, voicemail, IVR, and transfers behave as intended.
- Maximum duration and end-call conditions prevent an unbounded call.
Privacy and operations
- Recording, consent, PII, retention, and calling policies match your requirements.
- Phone numbers are active, ready, assigned to the correct agents, and restricted to intended countries.
- Inbound webhooks and external actions meet timeout and retry expectations.
- Campaign contacts are validated and applicable DND groups are included.
- Payment method, credit, and concurrency are ready for the expected traffic.
Monitoring
- The team knows which conversations, outcomes, latency, tool errors, and end reasons to monitor.
- A rollback version and owner are identified.
- The first production cohort is small enough to review before traffic expands.