Before you let customers in: a checklist

Step 1 Verify the email address on your own account.

• Why it matters: it is how we know a real person can be reached about the account, and the Set up human handover step counts the same verified people, so the two always move together.
• The link is valid for 24 hours and works once — see Create your account.

You should see: Verify your email turns complete on the Before you go live checklist.

Step 2 Fill in your business name and a short description on the wizard’s Business details step.

• Why it matters: the name is how the assistant refers to you in every reply, and the description is the context it falls back on when a question does not match anything specific.

Step 3 Set opening hours for all seven days, marking the closed ones Closed.

• Why it matters: without hours the assistant cannot tell a customer you are shut, and “are you open now?” is one of the most common first messages. See Business hours and after-hours replies.

Step 4 Add at least 3 services, with their prices.

• Why it matters: prices are exactly what customers ask and exactly what an assistant must not guess. One service is the minimum the launch checklist accepts; three is what the readiness score treats as complete. See Services and prices.

You should see: The Services & prices signal on the readiness score reaches its full 15 points at three.

Step 5 Write at least 5 frequently asked questions, in your customers’ wording.

• Why it matters: these are the answers the assistant reaches for most often, and the ones you have already checked. See FAQs.

You should see: The FAQ signal reaches its full 15 points at five.

Step 6 Add at least one policy — cancellations or refunds.

• Why it matters: policy questions are where an assistant either answers with your rules or hands the conversation to you. Worth 5 points on the readiness score.

Step 7 Upload the documents customers ask about, and wait for them to finish processing.

• Why it matters: uploading is not the same as being searchable. Nothing is used in an answer until processing has finished. See Uploading documents.

You should see: Add what the assistant should know turns complete once at least one source has finished processing and none is waiting for review.

Step 8 Choose the tone of voice on the Tone of voice step.

• Why it matters: it is 5 points on the score and thirty seconds of work, and it is what stops a formal clinic sounding like a skateboard shop. See Assistant settings.

Step 9 Ask the assistant at least 3 test questions in the test simulator, and read the sources it used.

• Why it matters: this is the only place you see an answer before a customer does. Nothing is sent to anyone. See Test simulator.
• Note that the simulator does not complete the checklist’s own Test the assistant step — see the table below.

You should see: The Test the assistant signal on the readiness score reaches its full 10 points at three.

Step 10 Add the people who will take conversations over, on the Team screen.

• Why it matters: the assistant hands a conversation over when a customer asks for a person, sounds frustrated, or raises a sensitive topic. Somebody has to be watching the inbox when it does. See Invite your team.

You should see: Set up human handover turns complete once at least one member has a verified email address.

Step 11 Open Billing and check your plan, your trial end date and your answers allowance.

• Why it matters: when the trial ends the assistant stops answering, on the day, with no grace period. See Your free trial.

You should see: Choose a plan is complete while a live trial or an active plan permits AI replies.

Step 12 Only now, connect your WhatsApp number — and stay on the inbox for the first hour.

• Connecting has prerequisites of its own and involves a Meta pop-up plus your phone: Connect your number with Embedded Signup.

You should see: Customers who message that number start receiving answers, and their conversations appear in Conversations.