Why testing matters
Before you divert a live clinic number, test the agent as if you were a patient, a new enquiry, and a busy receptionist. This catches configuration issues before patients reach the agent.
Minimum go-live checklist
Agent is created and saved.
Correct clinic locations are selected.
Opening hours are correct for each location.
Services and appointment types are correct.
Team members and practitioner mapping are correct.
Cliniko or Nookal is connected if live booking or patient lookup is expected.
Emergency handling is reviewed.
Transfer targets are configured and tested.
Phone number is connected to the correct agent.
Call logs are visible in Phone Agent > Calls.
Test call scenarios
Run at least these test calls:
A general enquiry about services, location, opening hours, or pricing.
A new appointment request.
A reschedule or cancellation request.
A callback request.
A request the agent should transfer.
A request the agent should not transfer, such as a sales or marketing call if screening is enabled.
An out-of-hours call if your availability matters.
What to review after each test
Open Phone Agent > Calls.
Find the test call.
Open the call details.
Review the transcript, summary, action required, urgency, tool usage, and recording if available.
Check whether the follow-up status matches what your team should do next.
Do not go live if
The agent gives wrong opening hours or availability.
The agent misses key booking information.
Transfers fail.
Emergency handling is not configured.
The call does not appear in the call log.
The wrong agent answers the test number.
What to send support
If a test fails, send the agent name, Phone Agent number, time of the test call, caller number, what you expected, and what happened instead.