Relaio Platform Quick Start

Quick Start Overview

Account and Workspace Setup

• Create workspace and assign roles (owner, admin, operator).
• Set timezone, business profile, and notification policy.
• Configure organization-level security controls.
• Verify subscription limits for calls/messages before campaign launch.
• Create your primary workspace and assign administrative roles (Admin or Team Member) to manage module-level access controls.
• Configure your Organization Profile, including timezone and business details, to align with local calling regulations and personalized user greetings.
• Set up the 'User Profile' in the top-right corner to manage avatar initials, full name, and account preferences.
• Verify that your subscription tier and 'Go Premium' status support the required volume for upcoming high-scale campaigns.
• Familiarize yourself with the Breadcrumb navigation (e.g., Dashboard / Overview) to maintain ease of context while switching between modules.

Connect Channels

• Connect WhatsApp channel and validate template access.
• If voice is required, connect Twilio or SIP and import active number.
• Run connectivity tests for each enabled channel.
• Connect your WhatsApp Business Account (WABA) via Meta Business Manager and verify payment eligibility to prevent campaign-blocking Error 131042.
• Purchase and link a dedicated Twilio phone number in Settings > Integrations to enable Voice Calling and autonomous Inbound Routing.
• Ensure that your Meta-approved message templates are synced and reflect the correct language codes for your target audience.
• Verify that the 'whatsapp.isConnected' status is active and the phoneNumberId is correctly mapped in your Relaio channel dashboard.
• Confirm that Two-Step Verification is disabled on your WhatsApp number to allow smooth migration to the Relaio Cloud API.
• Run a manual connectivity test for each enabled channel to verify real-time status callbacks and CRM data synchronization.

Configure AI Agent

• Define business objective and target outcomes.
• Add prompt policies for qualification, escalation, and forbidden actions.
• Enable fallback responses and transfer-to-human criteria.
• Use the 'Generate' button to automatically create a professional prompt based on your business type, then use 'Optimize' to refine the language for better performance.
• Define 'Variables' such as Name, Email, and Phone to capture dynamic data during conversations and ensure automatic synchronization with the Relaio CRM.
• Access the built-in 'Prompt Guide for Meeting Action' and click 'Insert In Prompt' to automatically add appointment booking logic to your agent's instructions.
• Specify the agent's communication style (e.g., formal or empathetic) and list specific tasks to handle scenarios like unresponsive contacts or off-topic questions.
• Toggle 'Smart Call Ending' ON and define trigger keywords (e.g., 'Goodbye', 'Allah Hafiz') to ensure the agent concludes interactions naturally.
• Map 'Post Call Automation' triggers to your agent to initiate follow-up workflows immediately after a successful qualification or meeting booking.
• Enable 'Human Transfer' instructions to allow the AI to escalate live calls to human operators in high-risk or low-confidence scenarios.

Setup Workflows and Automations

• Create trigger for inbound message/call events.
• Add enrichment, routing, and follow-up actions.
• Attach CRM update and notification nodes where needed.
• Start by browsing the 'Template Library' to import pre-built workflows for Voicemail Recovery, Meeting Confirmations, or Lead Nurturing.
• Define exactly one 'Trigger'—such as Call Successful, Lead Created, or Voicemail Left—to serve as the activation event for your automation.
• Apply 'Condition Logic' to filter which contacts the automation applies to, such as 'Call Duration greater than 60 seconds' or 'Tag contains Lead'.
• Add sequential 'Actions' like 'Send WhatsApp Message' using Meta-approved templates or 'Update Contact Field' to modify status in the CRM.
• Incorporate 'Wait / Delay' nodes to pause the automation for a defined period (e.g., wait 2 hours) before sending a follow-up SMS or email.
• Use 'Conditional Branches (If/Else)' to create decision forks that execute different actions depending on the AI's success evaluation outcome.
• Link your completed workflow as a 'Post-Call Automation' in the AI Agent module to ensure a seamless bridge between calls and follow-ups.

Quality Assurance

• Run positive, edge, and failure-path test scripts.
• Verify delivery/read/failure event capture in logs.
• Check KPI baselines: FRT, resolution quality, escalation accuracy.
• Utilize the 'Test AI Agent' sandbox to run a simulation and validate that prompt instructions, voice tone, and behavioral logic perform as expected.
• Use the 'Chat' interface to open a text-based interaction and verify the AI agent's responses for WhatsApp-specific campaign scenarios.
• Review 'Success Evaluation' outcomes in Call History and perform a 'Manual Override' if the AI assessment requires adjustment for specific business goals.
• Monitor the 'Duration' column in call logs to identify unusually short interactions (under 10 seconds) that may indicate technical disconnections or voicemail drops.
• Execute a 'Dry Run' by launching a campaign to a small test segment (e.g., 5-10 contacts) to verify template rendering and CRM variable sync before full-scale rollout.
• Verify 'Call Transcript' accuracy in the detail view to ensure the STT (Deepgram) and TTS (ElevenLabs) engines are correctly processing the chosen language locale.
• Check the 'CRM Sync Status' for each test interaction to confirm that all captured variables (Name, Email, Phone) have successfully written to the contact profile.

Go-Live Checklist

• Approvals completed from operations and compliance owner.
• Monitoring dashboard and alerts activated.
• Rollback plan and support escalation path prepared.
• Verify that the AI Agent is in 'Published' status and is correctly linked to the intended 'Post-Call Automation' workflow within the agent settings.
• Confirm the Meta Billing state is 'Active' and payment methods are verified in the Billing Hub to prevent the campaign-blocking Error 131042.
• Double-check 'Calling Hours Compliance' settings to ensure all outbound interactions respect regional time zone regulations such as TCPA or GDPR.
• Ensure all WhatsApp message templates used in the rollout have attained 'Approved' status from Meta with the correct 'Language Code' assigned.
• Confirm that the connected Twilio phone number is active and 'Inbound Calling' requirements are met if the agent is handling incoming inquiries.
• Validate that the target contact list is correctly segmented in the CRM and that 'Custom Column Mapping' is active for capturing specific business variables.
• Assign a technical and operational owner to monitor 'Live' Dashboard metrics and 'Recent Activity' signals during the first 24 hours of launch.

Next Steps