Voice Agent Launch Checklist
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Flow Definition
- Flow name:
- Owner:
- Phone number or channel:
- Caller intent:
- Allowed actions:
- Forbidden actions:
- Human fallback:
- Recording policy:
- Retention policy:
Disclosure
- Caller is told they are speaking with an AI assistant.
- Caller can ask for a human.
- Recording disclosure is handled according to local law and company policy.
- Privacy notice covers the data processed in the call.
Tool Access
| Tool | Access | Allowed action | Confirmation required | Log fields |
|---|---|---|---|---|
| Calendar | Læs/skriv | Opret aftale | Brugeren bekræfter dato/tidspunkt | Slot, bruger, resultat |
| CRM | Læs/skriv | Tilføj struktureret note | Nej | Kontakt-ID, note, transkriptionslink |
Escalation Triggers
- Caller asks for a person.
- Caller is angry, distressed, or confused.
- Complaint, refund, cancellation, legal, medical, safety, or account-compromise topic.
- Required data missing after two attempts.
- Tool call fails.
- Confidence is low.
- Caller disputes the summary.
Test Scenarios
- Noisy background.
- Accent or mixed language.
- Ambiguous date/time.
- Caller changes mind.
- Off-topic request.
- Prompt injection attempt.
- Tool unavailable.
- Human handoff.
Launch Decision
- Internal test passed:
- Shadow test passed:
- Live scope:
- Owner approved:
- First review date: