Voice Agent Launch Checklist
Use this before routing real customer calls to a voice agent.
Flow Definition
- Flow name:
- Owner:
- Phone number or channel:
- Caller intent:
- Allowed actions:
- Forbidden actions:
- Human fallback:
- Recording policy:
- Retention policy:
Disclosure
- Qualified legal/privacy review covers lawful basis, required notices, consent where applicable, recording, telemarketing, accessibility, processors, transfers, retention, and rights.
- Caller is told they are speaking with an AI assistant where required and according to the approved design.
- Caller can request a human through an accessible, tested route.
- The privacy notice and spoken flow cover the actual data and tool actions used in the call.
Tool Access
| Tool | Access | Allowed action | Confirmation required | Log fields |
|---|---|---|---|---|
| Calendar | Read/write | Propose/create appointment | Caller confirms exact date/time; downstream calendar is reconciled | Pseudonymous call ref, slot ref, result code |
| CRM | Read/write | Propose/add minimized structured note | Confirm source facts and policy gate before write | Pseudonymous contact ref, action, result code |
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 remains missing after the approved clarification path.
- Tool call fails.
- An acceptance check fails or the system cannot establish an allowed action from verified inputs.
- 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.
- Duplicate/replayed call or tool event.
- Downstream write succeeds but the response is lost.
- Caller attempts to disclose payment credentials or other prohibited data.
Launch Decision
- Internal test passed:
- Shadow test passed:
- Live scope:
- Owner approved:
- First review date:
- Independent side-effect reconciliation passed:
- Kill switch and credential revocation tested: