Commercial
Implementation
What implementation covers, what your team provides, and how you receive a plan with dates before you commit.
On this page
Implementation is the work that happens before your agent holds its first conversation with a customer: understanding how your business handles the conversations in scope, configuring the agent for your industry and your rules, connecting your systems and channels, testing, and preparing your team. Telonic does this work with you, for one implementation fee. The timeline depends mainly on the systems being connected; you receive a plan with dates before you commit.
What implementation covers
| Stage | What happens | Who is involved on your side |
|---|---|---|
| Discovery | We learn how the conversations in scope are handled today: the questions customers ask, the systems your team uses to answer them, the rules and exceptions, and what a resolved outcome means for you. Together we agree the measures the deployment will be judged on | The process owner, a team leader, someone who handles the conversations daily |
| Industry model configuration | The agent starts from the industry model for property, travel and hospitality, or insurance. We configure it for your products, your policies, your limits, the topics it never discusses, and your escalation and handover rules | Operations, compliance and legal |
| Integrations | We connect the agent to your systems, with the permissions agreed for each: what it can read, what it can write, and which actions need a person's approval | Your IT team and the owner of each system |
| Channels | We connect your phone lines through your existing carrier, your WhatsApp Business account, your mailboxes and your website or app, as in scope. For WhatsApp, we guide you through Meta's business verification and submit your templates for Meta's review | IT, telephony, and whoever owns your WhatsApp account |
| Testing | The agent is tested against realistic scenarios from your own business, including the difficult ones, in a test environment separate from live. Your team reviews the results | Process owner, quality and compliance |
| Training your team | Your team learns how handovers arrive, how to use the console, how to review quality, and how to use the controls your team holds | Team leaders, supervisors, quality reviewers, administrators |
| Go-live support | We run the first weeks alongside your team, watch conversations closely, and adjust quickly where something needs it | Process owner and supervisors |
Starting with one channel in one department
Deployments start with one channel in one department: out-of-hours enquiries for one project, claim status for one product line, booking changes for one market. Starting narrow means the connections to your systems, the rules and the measures are proven on a contained set of conversations before anything else is added.
Extending to another channel or department then builds on what is already in place. Most of the work of a later stage is configuring the agent for the new conversations, because the connections to your systems, the customer record and the controls are already there.
What your team provides
| You provide | Why it is needed |
|---|---|
| A named process owner, with time to make decisions | Most of the questions that come up in implementation are decisions about your business, not technical questions |
| Access to people who handle the conversations today | They know the exceptions that no document records |
| Your policies, product information and approved wording | The agent answers only from approved sources. See Knowledge and documents |
| Test access to the systems being connected, and a contact for each | Integrations are built and tested before they touch live data. See What we need from your IT team |
| Telephony and channel details | For example, connection details from your carrier, and access to your WhatsApp Business account |
| Legal and compliance review | Consent wording, required disclosures, compliance rules and data processing terms are signed off by your teams |
A plan with dates before you commit
Before you sign, you receive an implementation plan: the stages, the decisions needed from your team at each, the systems to be connected, and a date for each milestone. The timeline depends mainly on the systems being connected; you receive a plan with dates before you commit.
The plan also names the measures agreed in discovery, so there is no argument later about whether the deployment is working. See Outcomes and reasons for contact.
How changes are handled during implementation
Implementation is where most of the agent's rules are set, and they will change as your team sees it work. Each change is recorded, tested before it goes live, and signed off by your team. The same process continues after go-live. See How changes go live and Testing before every release.
In practice
A Saudi insurer implements Telonic for motor claim status.
- Before signing, it receives a plan covering discovery, configuration, a connection to its claims system and its telephony, testing and training, with a date for each milestone.
- In discovery, the claims team explains the eleven stages a motor claim moves through, and which ones customers ask about most. Together with Telonic, it agrees three measures for the first review.
- The insurer's IT team grants read access to claims and policies, and permission to attach documents to a claim. The claims team approves the escalation rules.
- The agent is tested on scenarios drawn from real claim types, including a policyholder who mentions an injury. The claims and compliance leads review the results and approve go-live.
- For the first weeks after go-live, Telonic and the insurer's supervisors review conversations daily and adjust the wording of two answers.
Related
- How a deployment worksGetting started
- How a system gets connected: map, connect, test, go liveIntegrations
- What we need from your IT teamIntegrations
- How pricing worksCommercial
- Testing before every releaseGovernance and control
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