Help Menu

Help Menu Overview

Prerequisites

• Workspace admin access.
• Validated organization profile and active subscription.
• Required channel or integration credentials.
• Defined business objective and success KPI.
• Named owner for launch and post-launch operations.
• Rollback and incident response contact defined.
• Admin and all authorized team members must have appropriate role-based access.
• At least one AI Agent must be published and live via the AI Agent module.
• A connected Twilio phone number (for Voice) or Meta WhatsApp Business API must be configured.
• A minimum of 3 days of recorded activity data is required to resolve the Trend Analysis banner and render full growth curves.
• Valid contact records must exist in the CRM or be ready for import via CSV.

Solution Architecture

• Ingress layer: user message/call capture and normalization.
• Decision layer: routing, intent handling, policy checks, and fallback.
• Execution layer: response delivery, CRM updates, and automation actions.
• Observability layer: logs, status callbacks, and incident signals.
• Data Health Layer: Contextual monitoring via the Trend Analysis Banner to signal analytics engine readiness.
• Metric Aggregation Layer: Real-time calculation of Active Agents, Leads, and Call metrics across selected time windows.
• Audit Layer: A live, chronological feed of all platform-wide events (calls, leads, automations) serving as an operational activity stream.
• Cross-Module Integration: Native data flow from AI Agent interactions and CRM updates directly into the visual dashboard.

Configuration Steps

• Open Product > Help Menu in your Relaio workspace.
• Create or select the target asset and apply baseline settings.
• Configure routing, prompt, or policy logic as required for your use case.
• Attach integrations and permissions using least-privilege access.
• Define fallback behavior for provider failures, low-confidence AI replies, and invalid payloads.
• Set ownership metadata: release owner, approver, and support contact.
• Apply naming conventions for templates/workflows so operations teams can audit quickly.
• Save and run controlled test execution before publishing.
• Document final configuration version with owner, date, and release note.
• Verify the personalized, time-sensitive greeting (e.g., 'Good evening!') which adjusts based on your local time.
• Monitor the contextual Trend Analysis Banner at the top; it resolve automatically once the 3-day data threshold is met.
• Use the Time Range Selector to toggle between 'Today', '1 Week' (Default), and '3 Month' views to instantly refresh KPI metrics.
• Review the four primary KPI Summary Cards: Active Agents, Total Leads, Calls in Range (Live), and Leads in Range (Live).
• Check the headline numbers on KPI cards for percentage change indicators or the 'Live' tag for real-time tracking.
• Confirm the User Profile in the top-right corner displays the correct name and administrative role (e.g., AHMED — Admin).
• Navigate to individual modules (Call History, CRM, etc.) directly from the left sidebar where the 'Dashboard' icon is highlighted purple.

Deployment Playbook

• Deploy in phased mode: internal test, pilot segment, then full rollout.
• Use change windows and announce release scope before activation.
• Keep fail-safe switch or rollback route available during first 24 hours.
• Use release tagging to correlate behavior changes with deployment timestamps.
• Monitor provider callback statuses and error spikes in real time.
• Run hourly health checks during launch window and record outcomes.
• Escalate unresolved incidents using severity-based response matrix.
• Manage 'Empty State' expectations: On initial rollout, recognize that all KPI cards (Active Agents, Leads, Calls) will display zero until the first agent is published.
• Monitor the 72-hour Analytics Warm-up: The 'Analyzing Trends' banner will remain visible for the first 3 days of platform usage while the engine collects baseline data.
• Verify 'Live' connectivity: Execute a test call or message and confirm that the 'Calls in Range' card updates in real-time with the 'Live' tag.
• Audit initial events: Check the Recent Activity feed immediately after connecting Twilio/Meta to ensure platform events are being logged chronologically.
• Establish monitoring cadences: Use the 'Today' filter for daily operational checks and the '1 Week' view for Monday morning performance reviews.
• Validate Breadcrumb accuracy: Ensure the top navigation correctly reflects 'Dashboard / Overview' to confirm proper routing within the workspace.

Validation and QA

• Positive scenario test passed.
• Fallback scenario test passed.
• Escalation to human route verified.
• Audit logs and event traces visible.
• No critical delivery or policy errors in test run.
• Data writeback and reporting metrics verified.
• Retry behavior tested for temporary provider failures.
• Language, tone, and policy wording validated against brand standards.
• Edge-case payloads (missing fields/invalid inputs) handled safely.
• Positive Scenario: Verify that placing a call instantly increments the 'Calls in Range' card and displays the 'Live' tag.
• Time Range Accuracy: Switch between 'Today' and '1 Week' to confirm that KPI totals change according to the selected window.
• Banner Behavior: For accounts older than 3 days, verify the 'Analyzing Trends' banner is automatically dismissed.
• Navigation Check: Click on a 'Recent Activity' entry and verify it opens the correct detail view (e.g., clicking a call event opens Call History).
• Empty State Verification: For new accounts, confirm that the dashboard shows 'No recent activity found' and zeros for all metrics without errors.
• Profile & Role Validation: Confirm the top-right corner correctly identifies the user's role (Admin/Team Member) for access control.
• Data Sync: Verify that CRM lead additions are reflected in the 'Total Leads' and 'Leads in Range' cards within seconds.

Security and Compliance Controls

• Apply least-privilege access for integration credentials and admin actions.
• Review retention and masking rules for sensitive contact data.
• Validate policy-safe messaging content before campaign launch.
• Track administrative changes through audit logs for accountability.
• Run periodic compliance checks for templates, opt-ins, and data handling.
• Enforce Role-Based Access Control (RBAC): Ensure only 'Admin' and 'Authorized Team Members' can view sensitive KPI summaries and the full Activity Feed.
• Leverage the Recent Activity Feed as a real-time audit trail for tracking significant platform events, ensuring accountability across agents and campaigns.
• Securely manage user sessions through the top-right 'User Profile' menu for profile settings, account preferences, and logout actions.
• Maintain data integrity by verifying that high-level summary cards (Active Agents, Leads) reflect the authorized scope for the logged-in user.
• Audit system access via the 'Dashboard / Overview' entry point to ensure all organizational outreach remains within policy boundaries.
• Ensure that metrics displayed in KPI cards are compliant with regional telemarketing regulations (e.g., TCPA/GDPR) by monitoring active calling hours.

Performance and KPI Tracking

• Track first response time and successful delivery ratio.
• Track escalation accuracy and human handoff quality.
• Track error-rate trends by provider code and operation type.
• Track cost per qualified interaction for campaign optimization.
• Track completion rate by step for multi-stage workflow journeys.
• Track opt-out and complaint signals to protect messaging reputation.
• Review KPI movement weekly and convert findings into controlled improvements.
• Monitor the four primary real-time KPI Summary Cards on the Dashboard: Active Agents, Total Leads, Calls in Range, and Leads in Range.
• Track the 'Lead Close Rate' in the CRM module to measure your primary conversion metric and overall AI outreach effectiveness.
• Analyze the AI-powered 'Success Evaluation' outcomes (Successful, Unsuccessful, Partial) to accurately track appointment booking and lead qualification rates.
• Review 'Duration' metrics in Call History to spot unusually short calls (under 10 seconds), which typically indicate voicemail drops or Twilio disconnections.
• Track Campaign 'Success Rate' in the detail view to assess which outbound lists are generating the highest success scores.
• Use the Dashboard's Time Range Selector (Today, 1 Week, 3 Month) to identify long-term growth trends and compare month-over-month percentage changes.
• Regularly cross-reference CRM tags (e.g., 'Meeting Booked') with Analytics conversion trends to ensure the AI agent's prompt instructions are performing optimally.

Runbook and Ownership

• Assign one technical owner for configuration integrity and one operations owner for daily execution.
• Define on-call roster for launch days and high-volume campaign windows.
• Keep an escalation matrix with response time targets by severity level.
• Maintain a runbook with recovery commands, dashboard links, and verification steps.
• Review runbook monthly and after every incident to keep it production-relevant.
• Assign an Admin owner to perform manual 'Success Evaluation' overrides in Call History if the AI assessment requires adjustment.
• Designate a Compliance Officer to ensure 'Calling Hours' and 'Retry Settings' comply with local regulations like TCPA (US) or GDPR (EU).
• Establish a daily review routine to check Call History logs for unusually short calls (under 10 seconds) that may indicate technical drops.
• Define ownership for Meta Business Manager and Twilio billing to prevent 'Error 131042' (Payment issues) from disrupting campaigns.
• Maintain a Prompt Engineer role to optimize AI 'Instructions' weekly based on transcript insights and conversation outcomes.
• Identify a CRM Lead who is responsible for 'Custom Column Mapping' and ensuring AI variables sync correctly with contact records.

Change Management and Release Control

• Apply change request discipline for prompts, workflows, templates, and routing rules.
• Use staging validation before any production change with business impact.
• Publish release notes for operations, compliance, and support stakeholders.
• Keep rollback instructions tested and accessible before each rollout.
• Avoid multi-variable releases in one window unless emergency response requires it.
• Use the 'Draft' state to freely edit campaign and agent settings before launching into production.
• Ensure active campaigns are moved to 'Paused' status before attempting to lock new settings or reschedule dates.
• Validate AI prompt modifications in the 'Test AI Agent' sandbox environment before clicking 'Publish' to go live.
• Coordinate CRM field updates with 'Add Column' mapping to ensure data capture remains consistent after structural changes.
• Audit 'Trigger Keywords' periodically in Smart Call Ending to reflect evolving audience language patterns.
• Document changes to 'Inbound Calling' and 'Smart Voicemail' toggles to track behavioral shifts in agent responses.

Troubleshooting

• Verify integration tokens, webhook URLs, and account permissions.
• Check policy/template status where outbound messaging is involved.
• Review logs for provider error codes and retry behavior.
• Confirm channel is connected to the intended organization workspace.
• Re-run with controlled test payload and compare request/response IDs.
• Validate template locale/category and opt-in status for outbound campaigns.
• Check business verification and billing eligibility for provider-connected channels.
• If issue persists, capture timestamp, messageId, recipient, and error code for escalation.
• If the 'Analyzing Trends' banner persists, verify that the platform has recorded at least 3 days of consistent activity data.
• If KPI cards show 0 during an active campaign, investigate the Recent Activity feed for Twilio disconnection or agent publishing issues.
• Check the 'Failed' status in the Campaigns module to identify critical errors like missing valid contacts or payment eligibility issues.
• Verify that 'Inbound Calling' is toggled ON within the AI Agent settings if incoming calls are not routing to the published agent.
• If 'No recent activity found' is displayed, ensure that initial setup steps like agent publication or contact imports are completed.
• Confirm that the connected Twilio phone number is correctly configured in Settings if call logs are not being generated in Call History.
• Address Meta Error 131042 by checking the billing and payment eligibility status of your connected WhatsApp Business Account (WABA).

Operational Best Practices

• Roll out in phases and monitor KPI movement before full scale.
• Maintain versioned changes for prompts, workflows, and templates.
• Run weekly quality audits for tone, compliance, and escalation precision.
• Use incident playbooks with owner assignment and closure criteria.
• Keep documentation synchronized with live configuration after each release.
• Avoid direct production edits without change tracking and peer review.
• Review Call History each day after running campaigns to identify failed calls or low success evaluations that need immediate follow-up.
• Use the Dashboard's 'Today' filter for real-time monitoring of active campaigns and the '1 Week' view for Monday morning performance reviews.
• Prioritize using the Automations 'Template Library' for standard workflows to ensure proven logic and save significant configuration time.
• Always run a simulation in the 'Test AI Agent' sandbox to validate prompt behavior and voice settings before clicking publish.
• Optimize AI instructions periodically by using transcript insights from Call History to address common contact questions.
• Ensure that configured calling hours strictly comply with regional telemarketing regulations like TCPA in the US or GDPR in the EU.
• Monitor call durations in the log table to spot unusually short calls under 10 seconds which may signal technical drops or voicemail issues.

Frequently Asked Questions

• Where should I configure Help Menu? Follow the setup path in this guide: Product > Help Menu.
• Can screenshots be added later? Yes, screenshot placeholders are already prepared for manual Super Admin captures.
• How do I confirm go-live readiness? Complete prerequisites, QA, and KPI baseline checks before full rollout.
• Who should own this module? Assign one technical owner and one operations owner for continuity.
• How do we keep this documentation current? Update this article immediately after every production-affecting release.
• Why is there a purple 'Analyzing Trends' banner at the top? This is a contextual banner that automatically disappears once the platform has collected at least 3 days of historical activity data.
• Why does my dashboard show zero for all metrics? This is expected behavior for new accounts; KPI cards will populate as soon as your first AI Agent is published and begins interacting with contacts.
• Does the Time Range Selector affect the Recent Activity feed? No, the Recent Activity feed is not filtered by time range and always shows the most recent platform events in chronological order.
• What does the 'Live' tag on KPI cards mean? The 'Live' tag indicates that the metric (like Calls in Range) is being updated in real-time as interactions happen on the platform.
• How can I see more details about a specific event in the feed? You can click directly on any entry in the Recent Activity feed to navigate to the relevant module for a detailed view.
• Why is my Lead Close Rate 0%? This metric only calculates based on contacts manually marked as 'Closed Won' or updated via automation after a successful AI interaction.
• Can I export the Dashboard charts? While the Dashboard provides a visual summary, granular data can be exported in XLSX or CSV format from the CRM and Call History modules.