Steps and facts
- Publish accurate knowledge and test a routine question, an unknown question, a conflicting source and a request for a human.
- Check relevant product/service cards, working links, available images and the maximum of six cards.
- For each channel verify inbound message, allowed AI reply, customer receipt, teammate takeover, teammate reply, failure visibility, resolve and reopen.
- For voice verify microphone permission, correct language, spoken output, stop and interruptions on actual devices.
- For CRM test one lead, the correct entity, no duplication, selected facts and another customer's data isolation before exporting the backlog.
- Check available credit, limits and payment confirmation. Enable semi-auto only after the pilot passes; keep a human ready for exceptions.
- Calendar: connect the intended Google account, select the correct calendar/time zone, test a busy time, a free alternative, explicit confirmation and one real created event. Repeat confirmation to check that no duplicate is created. Enable AI booking first for a controlled test, then allow customer booking only after it passes.