Launch only when you would trust it yourself

A short list for the first day, a new intake, and the ordinary week. The aim is an assistant that stays accurate after the excitement of setup has passed.

Before the first visitor

Confirm the organization, the active plan, room for another bot if you need one, source count, and the replies, training, and storage you have left.
Read the name, the description, the greeting, the support contact, the hours and time zone, and the reply estimate. Would you be comfortable if a student took them literally?
Train the current approved sources, clear failures, and test common questions plus questions you cannot answer and questions that are ambiguous.
Try lead capture in a fresh session. Check the profile and that consent was recorded the way you asked for it.
Have a teammate receive and accept a handoff. Also try a timeout, and what happens if the connection drops.
Check the widget address and the key for this bot. Install the widget once. Try the site on a computer and a phone.
Open the support email and the help link yourself. Keep the original source files, and a note of how the website is installed.

During staffed hours

Keep the dashboard open. Look at Open conversations and unread alerts. Someone may be waiting while the tab is in the background.
Join a handoff only when you can respond. Check the connection before you assume your message arrived.
Read new leads, confirm consent, and give the next follow-up an owner.
Glance at Subscription for replies, storage, a payment problem, a renewal, or a reply pack that is about to expire.

Before a new intake or policy change

1
Collect approved changes
Get the current fees, deadlines, courses, eligibility, scholarship rules, and contact details from the person who owns them. Do not train a draft.
2
Replace obsolete sources
Keep the originals outside the product, remove the contradiction, add the revised source, and train it.
3
Retest changed facts
Compare answers with the new documents, including exceptions and questions about an older intake. Students still ask about last year.
4
Update the visitor-facing settings
If the hours, the help page, the greeting, or the reason you ask for contact details changed, update those words too.
5
Review staff and retention
Remove memberships and website keys that should no longer work, check seats, and export records you still need before retention cleanup.

Keep a small review routine

Once a week, read a sample of questions that were unanswered or wrong, and look at how follow-ups turned out. Fix the source that caused the gap, then ask those questions again.

Before a renewal or a smaller plan, look at capacity and invitations still waiting. Before a retention deadline, export what your team still needs. The point of the routine is that a student next month gets a better answer than a student last month.

Troubleshooting by symptom Billing and renewal changes

Before the first visitor

Confirm the organization, the active plan, room for another bot if you need one, source count, and the replies, training, and storage you have left.

Read the name, the description, the greeting, the support contact, the hours and time zone, and the reply estimate. Would you be comfortable if a student took them literally?

Train the current approved sources, clear failures, and test common questions plus questions you cannot answer and questions that are ambiguous.

Try lead capture in a fresh session. Check the profile and that consent was recorded the way you asked for it.

Have a teammate receive and accept a handoff. Also try a timeout, and what happens if the connection drops.

Check the widget address and the key for this bot. Install the widget once. Try the site on a computer and a phone.

Open the support email and the help link yourself. Keep the original source files, and a note of how the website is installed.

During staffed hours

Keep the dashboard open. Look at Open conversations and unread alerts. Someone may be waiting while the tab is in the background.

Join a handoff only when you can respond. Check the connection before you assume your message arrived.

Read new leads, confirm consent, and give the next follow-up an owner.

Glance at Subscription for replies, storage, a payment problem, a renewal, or a reply pack that is about to expire.

Before a new intake or policy change

Collect approved changes

Get the current fees, deadlines, courses, eligibility, scholarship rules, and contact details from the person who owns them. Do not train a draft.

Replace obsolete sources

Keep the originals outside the product, remove the contradiction, add the revised source, and train it.

Retest changed facts

Compare answers with the new documents, including exceptions and questions about an older intake. Students still ask about last year.

Update the visitor-facing settings

If the hours, the help page, the greeting, or the reason you ask for contact details changed, update those words too.

Review staff and retention

Remove memberships and website keys that should no longer work, check seats, and export records you still need before retention cleanup.

Keep a small review routine

Once a week, read a sample of questions that were unanswered or wrong, and look at how follow-ups turned out. Fix the source that caused the gap, then ask those questions again.