Know what each test proves
Test voice checks a generated audio sample. Check connection verifies the native audio connection for the saved setup. Neither proves that your advertised business number reaches the agent, that a human destination answers, or that the CRM records the intended appointment. Those need real telephone and record checks.
Use your own authorized test caller and a clearly designated test customer or approved test account. A test on a production-configured agent can create real lead or CRM records. The public demo's no-dispatch rules do not automatically apply to your business deployment.
Prepare a reversible launch
- Document your current phone routing, voicemail timing and office destination.
- Save the agent's company information, service knowledge and handoff number.
- Assign the intended answering line. Check its digits rather than relying only on its label.
- Save the booking system and any required ServiceTitan mappings.
- Run Check connection; resolve the reported problem rather than changing unrelated settings.
- Authorize activation only when the checklist is complete and a team member can monitor the first tests.
Test the direct line first
Call the assigned AI line after activation. Try a supported service, an excluded service, an address outside your area, a correction to a name or email, an interruption, and a request for a person. Verify the opening greeting, disclosure and ending. Read the saved record, not just the transcript's promise.
For a booking-enabled test, check the actual CRM customer, location, appointment window and external record. For request capture, confirm that a saved request exists and a team member knows to follow up. Never create another job merely because the browser has not refreshed yet.
Then test the business-number route
Apply the limited forwarding or schedule you chose in your phone system. Call the number customers actually dial from a separate phone. For backup, deliberately let the staff line ring unanswered; for after hours, use an approved temporary test schedule or test at the real boundary. Check busy, voicemail and transfer behavior.
Do not create a loop in which the AI hands off to a business number that immediately forwards back to AI. Keep a documented recovery route to people or an approved voicemail destination.
Review the first operating period
Give one owner responsibility for checking failed calls, unresolved requests and handoffs. Review representative recordings and outcomes after the first shift. If the route is wrong, restore the previous routing while investigating. If the agent's knowledge is wrong, correct the specific saved policy and retest before expanding coverage.
A successful rollout ends with evidence: the correct route, an intelligible conversation, the expected saved outcome and an accountable human follow-up path.