Prepare a controlled test
Use authorized testing phones and a designated test customer or approved test environment. A live business agent can create real lead and CRM records. Warn the receiving office or on-call person, and do not use unrelated people's phone numbers, email addresses or appointments.
Record the agent, test time, expected routing, intended outcome and whether you are using the direct AI line or the advertised business number. Do not assume every manually placed test call will be automatically excluded from production reporting.
Core conversation scenarios
| Scenario | Pass criterion |
|---|---|
| Supported service in your area | Correct service qualification, required details and configured next step. |
| Pricing question before intake | Approved fee explanation, no invented repair total, then a useful next question. |
| Caller interrupts an explanation | Caller gets the floor; the agent responds to the interruption and retains the request. |
| Correction to name, phone, email or address | The corrected detail appears in the final record and required confirmation. |
| Change from excluded to supported service | The agent qualifies the new request without booking the earlier excluded work. |
| Unsupported service or outside area | Clear boundary and approved fallback; no unsupported booking. |
| “How does booking work?” | A useful process answer followed by the next missing intake detail, not a full restart. |
| Existing-customer or sensitive request | Appropriate verification and human path; no unauthorized disclosure or action. |
| Frustrated or off-topic caller | Calm, bounded response and an approved next step without endless unrelated conversation. |
| Immediate-danger statement | Approved safety response takes priority over ordinary sales intake. |
Routing and human coverage scenarios
Test direct-line answering, staff-first answering, unanswered overflow, your supported busy condition, closed-office routing and reopening. Ask for a person and verify both an answered and an unanswered destination. Check that no route transfers the caller straight back to the same AI.
For authorized live supervision, verify Watch, Listen, Stop listening and the distinction between observation and takeover. Test microphone preparation and wait for a confirmed human connection. Verify that Leave monitor does not hang up the customer. Reserve End call testing for your designated test call.
Booking and capture scenarios
For ServiceTitan, test a valid mapping and available appointment, an unsupported mapping or service, and a no-availability path. Verify the external customer, location, job and appointment. For Housecall Pro or TradeVulcan capture, verify the saved request and the expected office follow-up instead of expecting a confirmed appointment.
When a response is uncertain, inspect the existing record before trying again. A good fallback is an accurate request with ownership—not a duplicate job.
Score the result in three parts
- Conversation: was it understandable, appropriate and responsive?
- Data: were required details, corrections and the service concern recorded correctly?
- Outcome: did the promised appointment, request or human connection actually occur?
A test passes only when all applicable parts are satisfactory. After changing knowledge, voice, routing or CRM settings, repeat the affected case plus a normal service request and a human-handoff test. Keep the result in your review log so the next change has a baseline.