Weekly conversation review

Block time or it won’t happen

Put 30 minutes on the calendar Fridays (or Mondays if Fridays die in your business). Teams that skip review slowly train a confident liar: the agent keeps answering from stale docs while everyone assumes “AI is fine.”

One owner is enough for small orgs. Bigger teams can rotate, but someone must leave notes: what broke, what we changed, what we’re watching next week.

Where to look

Text chats: web and WhatsApp. Skim for wrong answers, abandoned booking attempts, and rude escalations.

Call history: voice transcripts and outcomes. Listen to a couple of full calls, not just the ones that booked. Hang-ups after the greeting are a greeting problem.

Email history: AI Mails threads when enabled. Email failures are quieter; customers just stop replying.

Translate symptoms into fixes

Wrong answers → knowledge gap or stale PDF. Fix the source and retrain. Don’t only add a prompt band-aid unless you also fix the document.

Can’t book → hours, provider-service maps, or calendar sync. Check those before you rewrite the personality.

Angry handoffs → greeting too long, escalation too late, or a policy missing from docs (cancellation fees, insurance, “we don’t do X”). Put the policy in knowledge and teach the agent when to stop and transfer.

Keep a running punch list in your team wiki. Close items when Conversations stop showing the pattern - not when someone says they “updated something.” Re-test the same customer question yourself after each fix.