Going-live checklist

Why a checklist

Launching AI support is low risk when the handoff path works, because anything Fidiora cannot answer reaches your team. The checklist exists to make sure that path works, that the answers it does give are right, and that you will notice quickly if something is off. Work through it in order. Each item takes minutes.

Content

• Your ten most common questions each have a clear, current article, with the answer in the first paragraph.
• Outdated or contradictory articles have been removed, not just hidden. Two articles that disagree about a refund window are worse than none.
• Conditions are stated explicitly: what differs by plan, region, or account type.
• Your knowledge sources are connected and synced in the portal. See Connect knowledge sources.

Handoff and rules

• An explicit request for a human always hands off immediately.
• Sensitive categories route to a person by rule, whatever the confidence: billing disputes, refunds outside policy, legal, security, account deletion, complaints.
• VIP or high-value customers route to the right team. See Automation rules.
• The confidence threshold is conservative. You will loosen it later, after review, not before launch.
• Every handoff lands somewhere a person is watching: the Fidiora pipeline, your helpdesk, or a team channel.

Testing

• About 50 real past questions have been run through the test chat, in the customer's own words.
• Every answer was checked for correctness and for citing the right source.
• Questions outside your docs hand off cleanly instead of looping or guessing.
• At least one agent has received a test handoff and confirmed they could reply without asking the customer to repeat anything.

Channel and billing

• The widget is installed on one channel or one section of your site first. See Install the chat widget.
• The human option is visible to customers. Never hide it.
• A monthly spend cap is set, with a decision on whether approaching it should notify you or route everything to your team.
• Whoever owns the budget has read how a resolution is defined, so the first invoice holds no surprises.

Team readiness

• Agents know where handoffs arrive and what context comes with them.
• Agents know how to take over a live conversation and when to do it.
• Someone owns content fixes, so a wrong answer becomes a doc update within a day.
• Sales knows where captured leads are routed. See Lead capture.

First-week review plan

1. 01

   Read every handoff on day one

   Check the trigger for each one. Handoffs on documented questions point to content or retrieval gaps. Handoffs on judgement topics are the system working.

2. 02

   Sample resolved conversations daily

   Read a sample of AI-resolved conversations each day of the first week and confirm the answers were correct and complete.

3. 03

   Fix sources, then re-sync

   For every wrong or incomplete answer, fix or remove the source article and re-sync it in the portal. Do not paper over it with a rule.

4. 04

   Decide on the next step

   At the end of the week, decide whether to adjust the threshold, add a second channel, or keep the current setup for another week. See Analytics and quality for what to measure.