Free tool · AI agents
Customer service AI agent checklist
Ship with confidence — role, knowledge sources, escalation rules, privacy, and launch tests in one checklist.
How it works
- 1
Name your agent context
Business name and primary channel shape channel-specific checklist items.
- 2
Work through each section
Role, knowledge, tone, escalation, privacy, and pre-launch test cases.
- 3
Connect live traffic
Use Convia to implement the checklist without writing raw system prompts by hand.
Your details
Templates update live as you type.
Your templates
Role & scope
- ☐Define the agent role: "You are the website assistant for the business."
- ☐List what the agent should do (answer FAQs, capture leads, book appointments).
- ☐List what the agent must not do (medical/legal advice, pricing guarantees, etc.).
Knowledge & tone
- ☐Paste verified hours, location, and policies — no guessing.
- ☐Set tone (friendly, formal, concise) with 2–3 example replies.
- ☐Specify languages if you serve multilingual visitors.
Escalation & data
- ☐When to hand off to a human (angry visitor, refund, emergency).
- ☐What fields to collect before handoff (name + email or phone).
- ☐Privacy line: don't ask for payment cards or passwords in chat.
Launch check
- ☐Test 10 real customer questions your team gets every week.
- ☐Confirm appointment/lead tools connect to your CRM or inbox.
- ☐Review answers after first 50 live conversations.
Skip the blank page — launch with Convia
Our wizard turns your checklist items into modular prompts, knowledge, and channel setup automatically.
Start free — no cardView pricing · No credit card for training and testing
A strong agent is mostly good instructions and verified facts — not a longer prompt. Use this checklist before connecting live traffic.
Channel-specific items matter: Instagram needs shorter replies; WhatsApp needs clear response-time expectations; websites need widget placement and after-hours behavior.
Related: Product overview