Go Live

Before enabling Rian on live conversations, complete the following:

Pre-launch checklist

• Audience profile, language, and escalation topics are configured
• At least one knowledge source is added (document, indexed site, or article)
• Sandbox testing is complete and responses look correct
• Business hours are set so customers know when humans are available
• Offline message is configured

Enable Rian

Go to AI Agent > Configuration and toggle Agent active to on. Rian will immediately begin handling new conversations on all connected channels.

Monitor after launch

Check AI Agent > Insights in the first 24 hours to review:

• Response quality and confidence scores
• Handoff rate
• Unanswered questions (use these to improve your knowledge base in Storage)

Disable Rian per conversation

Any agent can toggle Rian off for a specific conversation using the Agent Reply toggle in the composer (⌘T). This does not affect other conversations.