# 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

- 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 | Read/write | Create appointment | Caller confirms date/time | Slot, caller, result |
| CRM | Read/write | Add structured note | No | Contact ID, note, transcript link |

## 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: