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Launch checklist

This is the path from a signed customer to a launched agent, in the order the work has to happen. Each step links the guide that does it.

The long pole is channel provisioning, which takes days to weeks of carrier or platform verification. Start it first and build everything else while it runs.

What to collect from the business

Gather these before you create the agent. Missing items are what stall a launch in week two.

Item Needed for Notes
Website URL Seeding identity, Things, and Knowledge One import fills most of the agent
Legal business name and address Channel registration Must match the business's registration exactly
Brand assets Channel registration RCS needs a logo at specific dimensions and a banner image
Contact phone and email Identity, and handing off to a human These are what the agent gives out, so they must be monitored
Privacy policy and terms URLs Channel registration Required by RCS
Who takes the calls Scheduling Name, title, phone, email per representative
Booking hours and time zone Scheduling Including holidays and whether same-day is allowed
Consent records Outreach Where consent lives, and the wording people agreed to
Early-access numbers Pre-launch verification The phones that test the real channel

1. Start provisioning

Choose a channel, then connect it. Managed setup takes roughly three to seven business days for RCS, one to two weeks for WhatsApp, one to three weeks for SMS 10DLC, and several weeks for Apple Messages for Business.

The binding reports its status the whole way. Action required means it is waiting on you.

2. Build the agent

Create the agent from a template and import the website. Then work through what it says and knows:

3. Turn on what it needs to act

4. Check it

Work the Testing order: the document checks, then the sandbox, then a real phone.

  1. Readiness clean on the Capabilities page.
  2. Lint clean on the Behavior page.
  3. One review read and acted on.
  4. Talk to it as a persona, on the channel's look, through the conversations this business will really have.
  5. Write and run tests for the paths that must keep working, and get them passing.
  6. Test connection on the channel, which is the check that catches credentials that were stored but never proven.

5. Put it on real phones

Add the customer's numbers to early access and have them message the agent on the real channel, from their own handsets, with real effects. This is the step that surfaces rendering and identity problems the emulator cannot.

With an unmanaged provider, add each number to the provider's own pre-launch device list as well, or the carrier will not deliver.

6. Launch

Click Launch channel. Launching is one-way, though Disable takes a launched channel back offline without losing the setup.

Before you do, confirm that outreach is set up the way the business expects: write the Outreach, decide whether sends are by hand, from a sheet, or a campaign, and check the account's sending guardrails: consent, safe hours, and the frequency cap. Automated Outreach and Campaigns observe them; a send made by hand or through the API makes the sender responsible for consent and timing.

7. Hand over

Show the customer the pages under Monitor, which is where they will live afterwards. See Monitor your agent.

Mark any staff who keep using the agent on their own phones as internal so they stay out of the numbers.

Give the customer's team the right roles in the workspace, and keep owner with whoever administers the account. See Manage access.

What's next