Going Live Checklist

Last Updated: 2026-04-20

Use this one-page checklist to take an agent from "just configured" to "answering real customer calls." Work top to bottom — each step depends on the ones above.

1. Agent configured

  • Agent has a name (something your team recognizes)
  • Language and voice match your customer base
  • Greeting identifies your business by name
  • Instructions list every detail you want captured (name, phone, reason for call, insurance, appointment time, etc.)
  • Use cases reflect the real reasons people call

See Agents for instruction best practices.

2. Knowledge base uploaded

  • FAQ, services, pricing, business hours, and policies uploaded
  • Each document is focused on one topic (easier for the agent to retrieve)
  • You've waited ~1 minute after upload for indexing to complete

See Knowledge Base for what to include and file limits.

3. Phone number assigned

  • A phone number is attached to this agent
    • Bought through Mylla or forwarded from your existing number — see Numbers
    • Linked from your own SIP provider (BYON) — see SIP Trunk
  • Number status is Active

4. Availability set

  • Business hours configured (or 24/7 toggled on)
  • Timezone matches your business
  • Outside-hours behavior decided (voicemail, SMS reject, or always on)
  • Transfer number set for when callers ask for a human
  • Missed-call SMS written if you want automatic follow-ups

See Business Hours.

5. Integrations connected (if you need them)

  • Calendar connected if the agent books appointments
  • CRM (HubSpot) connected if captured customers should sync automatically
  • Webhook / Zapier set up if you have internal automations
  • Integrations assigned to this agent on the agent edit page

See Integrations.

6. Test call

  • Used the in-browser test sandbox on the agent page (mic permission granted)
  • Called the assigned phone number from your mobile
  • Verified the greeting is correct
  • Verified the agent captured all the fields you expect
  • Checked the call appears in Calls with a transcript
  • Checked a request/customer was created with the right details

7. Notifications on

  • Request/call notification emails are on
  • The right email addresses are in the distribution list
  • Push notifications enabled (if you want them) — browser permission granted
  • Team members' personal notification preferences are set

See Notifications.

8. Billing ready

  • Plan selected (Free, Starter, Professional, or Business)
  • Payment method added
  • Welcome credit or included minutes confirmed for the month

See Billing.

9. Team briefed

  • Teammates invited with the right roles (Super Admin / Admin / Member)
  • Members know how to view and respond to assigned requests
  • Admins know how to tweak the agent

See Team.

Before you publicly share the number

  • Make 3–5 test calls with realistic scenarios (different accents, edge cases, angry tone)
  • Review each transcript and fix anything the agent got wrong in Instructions or the Knowledge Base
  • Keep forwarding from your existing number only once the agent is passing your tests — otherwise a bad call is a real customer

Once all boxes are checked, you're live. Monitor the first 20 calls closely and iterate on instructions as needed.

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