Agency Guide
Phone Agent Operations
Set up, launch, monitor, and improve live phone agents for client accounts
What This Guide Covers
This page is the practical operator view for live Phone Agents. It focuses on getting an agent ready, taking it live, and improving it after real calls start coming in.
Before You Launch
Confirm these pieces first:
- the phone number is assigned correctly
- the client business details are accurate
- the prompt matches the real job the agent should do
- calendar or booking connections are working
- CRM access is connected if the agent needs caller history
- there is a fallback plan for transfers or failed calls
Launch Flow
- Create or open the client.
- Open the phone agent workspace.
- Set the role, prompt, tools, and routing.
- Test the most important call paths.
- Confirm bookings, notes, and CRM updates work.
- Turn the agent live.
What To Test Before Go-Live
Run at least a few realistic calls that cover:
- a normal booking
- a caller asking basic business questions
- a transfer to a human
- a first-time caller with no CRM record
- a failure path, such as missing availability or bad caller fit
What To Watch After Launch
Once the agent is live, monitor:
- call volume
- booking rate
- transfer rate
- bad or outdated answers
- missed follow-ups
- repeated tool failures
- low-quality leads getting too far into the flow
How To Improve Performance
When something feels off, review the real evidence:
- transcripts
- tool usage
- booking outcomes
- call summaries
- repeated caller complaints
Then fix the smallest thing that is clearly wrong, test again, and measure the result.
Best Operator Habit
Do not judge the agent from one call. Look for patterns across several calls. That is how you tell the difference between a random miss and a real setup problem.