Telephony and numbers
- Production number is provisioned — bought from Bolna, or on your own Twilio, Plivo, Exotel, Vobiz account or SIP trunk
- Inbound calls are routed to the right agent — Route inbound callers
- Caller ID displays correctly at the destination, including internationally
- For India: DLT and number-series requirements met — India DLT compliance; Truecaller verification if branding matters
Conversation quality
- At least 20 test calls made on the production configuration — Test before you call real customers
- Interruption and latency settings tuned on real calls — Tune interruptions and speed
- Transcriber verified against your actual vocabulary and languages — The agent mishears words
- Escalation path tested end to end — Transfer a call to a human
- Agent behaves sensibly on voicemail, wrong numbers, and silence — End a call automatically
Compliance and guardrails
- Calling-hour restrictions enabled — Set guardrails and quiet hours
- Do-not-call handling in place — Block unwanted callers
- Recording, retention and data-residency requirements confirmed — Security and data handling, Where your data lives
Observability
- Webhook endpoint live, with all three Bolna IPs whitelisted — Get results with webhooks
- Your handler acts on
completed, notcall-disconnected - Extractions defined for the fields the business actually needs — Extract data from conversations
- Someone owns a daily review of failed calls — Calls fail or drop early
Scale and cost
- Concurrency requirement calculated and provisioned — Plan concurrency
- Cost per call measured on real traffic, not estimated — Control cost per call
- Wallet balance monitored, with an alert before it can block calls
- Retry policy defined — Handle failures and retries at scale
Access
- Team members invited with the right roles — Manage your organization and team
- Client or business-unit separation set up if needed — Manage multiple clients
- API keys rotated out of anything shared during development