Test

This is the part most often skipped — and the one that prevents most disappointment. An agent that “kind of works” after two calls has not been tested.

• Testing Before You Go Live — how to write a test guide and run it properly.
• Symptom → Cause → Action — the most important table in this documentation. Almost every finding from your test calls is here.
• Go-Live Checklist — the final check before you publicize your number or embed the widget.

Once your agent passes, continue to Operate for how to run it after go-live.