Launch Checklist

Use this checklist before and after going live with your AI support agent.

Pre-Launch

Content Quality

• Documents are up to date and accurate
• FAQs cover common questions
• No conflicting or contradictory information (check Quality Center)
• Content is published (not draft)

Persona Configuration

• Support persona has appropriate tone and instructions
• Escalation settings are configured
• Custom instructions reflect your policies

Escalation

• Escalation email is correct
• "Collect before escalating" fields are set if needed
• Escalation workflow is tested
• Team knows how to receive escalations

Chat Branding

• Logo and colors match your brand
• Greeting message is set
• Position (e.g., bottom-right) is configured

Testing

Search Testing

• Use Training > Search to test key questions
• Verify responses are accurate and grounded in content
• Check that irrelevant questions are handled gracefully

Chat Preview

• Test in Installation > Preview
• Try suggested questions
• Test escalation flow
• Verify Context configuration if used

Staging

• Deploy to staging site if available
• Test on mobile
• Test across browsers
• Verify domain allowlist includes staging URL

Go-Live

Embed Code

• Copy embed code from Installation (click Get Embed Code in the Essentials section or header)
• Add to your site (before </body>)
• Use data-key attribute with your API key
• Add persona slug to embed code if using a specific persona

Domain Allowlist

• Add production domain(s) in Installation or Settings
• Remove test domains if needed

Final Check

• Load production site and open widget
• Send a test message
• Confirm AI responds correctly
• Test escalation if applicable

Post-Launch

Monitor

• Check Rundowns for conversation summaries
• Review Contact Signals for topic trends
• Monitor first escalations and respond promptly

Iterate

• Add content based on unanswered questions
• Refine persona instructions based on feedback
• Update FAQs when policies change