Workflow Customization: Test Your Workflow Changes - Admin Panel

Purpose

Verify that edits behave as expected before you announce any changes.

Quick test plan

 

1. Make one change and Save.

2. Place a live call to your main number during office hours and confirm:

    

   • Opening prompt and language choice if enabled

   • Identity questions including DOB read-back if enabled

   • Website answers for common FAQs

   • Transfer to Front Desk when requested

    

3. Place a call after hours and walk through the on-call menu if enabled.

4. Trigger each edited workflow with a simple statement and confirm the questions are asked in order.

5. Trigger each conditional transfer rule and confirm the call routes correctly.

 

Tips and Good practices

 

• Keep a shared checklist so the team runs the same tests.

• Re-test after any phone system or schedule change.

• Collect two or three real caller recordings each week to spot issues early.