Key takeaways
- Pick the single call your team repeats most, such as a new lead or an appointment request.
- List the questions the agent must ask, the facts it may share and the moment a person should take over.
- Describe the job in plain language, review the generated draft and rehearse interruptions, language switches and awkward answers in a safe test room.
- Assign a number or source, confirm the provider state and activate.
Start with one phone job
Pick the single call your team repeats most, such as a new lead or an appointment request. One clear job produces a testable agent, while a list of five produces a vague one.
Write down what the caller actually needs
List the questions the agent must ask, the facts it may share and the moment a person should take over. This is the knowledge the agent will work from.
1
Pick one phone jobNew property leads
2
Write what it must knowQuestions, facts, hand-over point
3
Rehearse the hard momentsInterruptions, language switches
4
Connect a real numberThen read the first week of calls
Build and rehearse before going live
Describe the job in plain language, review the generated draft and rehearse interruptions, language switches and awkward answers in a safe test room.
Connect a real number and watch calls
Assign a number or source, confirm the provider state and activate. Then read the first week of transcripts and tighten the questions that caused confusion.
