Workflow Customization: Maintenance Checklist for Workflow Customizations - Admin Panel

Purpose

Provide a repeatable process to keep Copilot accurate over time.

Monthly checklist

 

• Review Website URLs and remove outdated PDFs.

• Call each transfer number from an external line to confirm it rings.

• Confirm office hours for holidays and season changes.

• Skim each workflow box for policy changes.

 

Quarterly checklist

 

• Verify on-call schedule ownership and escalation paths.

• Listen to a sample of calls to ensure prompts are clear.

 

Tips and Good practices

 

• Assign a primary owner and a backup owner.

• Record change notes inside the first line of each workflow with the date, for example “Updated intake rules on 2025-09-15.”

• Encourage staff to submit suggested edits using one standard form.