---
title: "Clinic go-live checklist"
description: "Verify onboarding, bookings, calls, transfers and rollback before patient traffic."
url: "https://documentation.verbatik.com/deploy/go-live-checklist/"
---

# Clinic go-live checklist

Verify onboarding, bookings, calls, transfers and rollback before patient traffic.

Use this checklist with the clinic owner and the person who manages its phone and booking systems. Browser conversation tests are useful, but they do not certify the clinic’s carrier route or practice-management writes.

## Clinic and agent

- Confirm the workspace name, clinic address, opening hours, timezone, languages and contact routes.
- Review imported website details and the clinic icon. Correct stale offerings and hours in the approved knowledge sources.
- Review the published agent’s greeting, tasks, confidentiality instructions, urgent-care escalation and staff handoff rules.
- Confirm the agent does not diagnose, prescribe, invent prices or claim an unavailable service. Obtain the clinic’s approved wording for urgent requests.
- Test routine, after-hours, upset-caller, interruption, unclear-name and unsupported-language scenarios.

## Booking system

- Connect the clinic-authorized account, correct calendar/resource and event type.
- Confirm availability, timezone, visit duration, buffers and resource/provider rules.
- Using test records, book, reschedule and cancel; check the real system and recorded identifiers after each action.
- Test a slot becoming unavailable, revoked access and an uncertain write. The agent must not announce success without a receipt or repeat a completed action.
- If the actual veterinary PMS is unsupported, use an appointment request that staff confirms. A separate Google Calendar event is not automatically a PMS appointment.

## Phone route and transfers

- Agree on forwarding vs SIP, a limited initial routing window and who can restore the old route.
- Assign the intended published version and check inbound routing with a number you control.
- Verify caller ID, greeting, two-way audio, interruptions, hangup and maximum-duration behavior.
- Test successful warm acceptance, staff rejection, no-answer fallback and cold transfer if used. Use an unforwarded staff destination to avoid loops.
- For SIP, confirm carrier transport, codecs and network admission. A ready gateway or OPTIONS response is not an audio acceptance test.

## Website and messaging

- Check the widget on the actual allowed HTTPS domain, microphone permission, mobile layout, chat, session limits and approved tools.
- Activate SMS only after sender registration, customer-owned connection, opt-in, replies, delivery callbacks and STOP/START behavior pass.
- Keep outbound campaigns and Flows paused until consent, sources, schedules, billing and channel activation are confirmed.

## Launch and monitor

Record acceptance results and the published agent version. Start with the agreed hours or overflow route. Watch **Call history**, **Live monitoring**, tool receipts and alert rules. Give reception an escalation owner and rollback instructions. Expand routing after reviewing real outcomes with the clinic.