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.

What “good” looks like after a month

You can name the top three failure patterns from the last four reviews and show what changed in knowledge, hours, or routing.

Staff know which Conversations inbox to open for web chat, WhatsApp, voice, and email, and they leave short notes instead of verbal “I fixed it.”

Test bookings still succeed after calendar or CRM changes. If weekly review finds the same miss three weeks in a row, escalate ownership—the process is broken, not just the bot.

Related guides

• Go-live checklist for first bookings - The order we recommend when a new org wants chat live today and phone soon after - without skipping calendar truth.
• Train on websites and documents - How crawl + uploads feed every channel - and how to spot stale content before customers do.
• Embed the chat widget - Snippet install, mobile check, CSP traps, and how to tell booking failures from chat failures.
• Set up inbound voice - Get a business phone number, short greeting, handoff rules, and the after-hours test call you should not skip.