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A successful launch proves more than whether an Agent can answer a test question. The Agent must understand its job, complete approved actions, handle uncertainty, use the correct communication channel, report useful outcomes, and give your team enough evidence to support it.

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1. Define the outcome

Write down one primary workflow before configuring the Agent:
  • who will contact or receive contact from the Agent
  • what successful completion means
  • what information the Agent needs
  • which actions it may take
  • when it must escalate or stop
  • what your team will measure after launch
Start with one measurable workflow. Add adjacent responsibilities only after the primary path is reliable.

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2. Configure the Agent

In Edit Agent, review the complete prepared configuration:
  • instructions, greeting, model, and reasoning settings
  • language, transcription, and voice behavior
  • functions and connected apps
  • links and approved knowledge
  • reporting fields
  • transfer, notification, and escalation behavior
Keep credentials out of instructions. Connect them through the supported app, skill, or managed credential flow.

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3. Connect the delivery channel

Publishing and channel setup are separate. Choose the routes the workflow actually needs:
  • assign or bring a phone number for calling and SMS
  • complete SMS registration before application-to-person messaging
  • configure SIP when calls will use your telephony infrastructure
  • publish a profile or website embed for web voice and chat
  • connect email or supported messaging channels where enabled
See Phone numbers and channel routing.

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4. Test the prepared configuration

Test through the same channel customers will use. Cover at least:
  1. the ideal successful path
  2. missing or ambiguous information
  3. an unsupported request
  4. escalation or human handoff
  5. each function, app, transfer, message, or other external side effect
  6. a reporting outcome for success, failure, and uncertainty
Verify every external action in its destination system. An Agent saying it completed an action is not proof that the action occurred.

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5. Prepare measurement and recovery

  • Add only the reporting fields needed to evaluate the workflow.
  • Confirm the metric population and denominator.
  • Save a named version before a major release.
  • Decide which result would trigger rollback or escalation.
  • Identify the person responsible for reviewing early conversations.
See Measure and improve your Agent.

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6. Publish and verify live behavior

Publish the tested configuration, then reopen the live Agent and confirm the intended settings. Place a real test call or message through the production route and inspect its log and complete conversation. Publishing does not automatically assign a number, complete SMS registration, change SIP routing, or notify customers.

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7. Roll out deliberately

Start with a controlled audience, location, queue, or traffic source. During the first production period:
  • review representative successful and unsuccessful conversations
  • watch transfers, external actions, latency, and channel failures
  • compare reporting values with the underlying conversations
  • fix changes in the prepared configuration, test again, and republish
Do not change several major behaviors at once when you need to understand which change improved or degraded performance.

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Launch acceptance criteria

The Agent is ready when:
  • its live configuration matches the approved prepared version
  • every intended channel reaches the correct Agent
  • the primary workflow and escalation paths pass representative tests
  • external actions are confirmed in their destination systems
  • logs and conversations contain enough evidence to investigate a problem
  • reporting fields and metrics produce understandable results
  • a recoverable prior version exists for material changes
For configuration details, see Set up a Vida Agent and Publish and share your Agent.