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WhatsApp Go-Live Checklist — MVP Pilot

A comprehensive operational guide for launching the WhatsApp Business integration with Searj. Covers pre-launch steps, rollback conditions, success metrics, and the pilot phase plan.

📋 Use this checklist as an operational reference before enabling WhatsApp for any customer. Do not go live until every item is complete.

Pre-Launch Checklist

Meta Account Setup

Meta Business Account verified
WhatsApp Business API access approved
Phone number registered (not personal WhatsApp)
Webhook URL configured and verified

Bot & Content Setup

Bot trained with relevant content (PDFs, URLs, manual text)
System prompt customized for the business

Functional Testing

Test messages sent and AI responses verified
Lead capture tested (name + email collected)
Handoff escalation tested (agent notified)
Agent reply tested (message reaches customer WhatsApp)

Language Quality

Arabic responses verified for quality
English fallback tested

Operational Readiness

Channel-ops dashboard shows integration as "Active"
Team member assigned for handoff monitoring

✅ Once every item above is checked, the integration is ready for the pilot launch.

Rollback Conditions

If any of the following conditions occur after launch, immediately disable the integration and roll back:

AI hallucination rate > 10% of conversations
Message delivery failure rate > 5%
Webhook downtime > 30 minutes
Customer complaints about incorrect information
Meta account flagged or restricted

How to Roll Back

1 Standard disable

Go to Dashboard → Bot → Integrations → Disable the WhatsApp checkbox.

This immediately stops the bot from responding. Incoming messages queue but do not process.

2 Emergency reset

For critical situations: go to Admin → Channel Ops → Reset Integration.

💡 After a reset you will need to re-enter credentials (Token, Phone Number ID) to re-enable.

Success Metrics (First 2 Weeks)

Track the following metrics daily during the first two weeks to evaluate launch health:

Metric	Target
Total conversations via WhatsApp	Track upward trend
Average messages per conversation	≥ 3 messages
Lead capture rate (% of convos collecting name/email)	≥ 30%
Handoff rate (% escalated to human)	< 20%
Average first-response time	< 5 seconds
Customer satisfaction (conversation sentiment)	Positive ≥ 75%
Critical failures	Zero

📊 Review these metrics from Dashboard → Analytics → Conversation Reports. Export data weekly for team review.

Pilot Phase Plan

Roll out the integration gradually to minimize risk and gather valuable feedback before full launch:

1 Week 1 — Internal Team Testing Only

Internal team only. Send test messages, verify responses, test handoff and lead capture. Document any issues.

2 Week 2 — Soft Launch with 5–10 Trusted Customers

Enable the integration for a small group of trusted customers. Monitor conversations closely and collect direct feedback.

3 Weeks 3–4 — Open to All Enabled Customers

Open the integration to all customers with WhatsApp enabled. Continue monitoring metrics and tracking rollback conditions.

4 Week 5+ — Collect Feedback, Iterate & Expand

Gather feedback from customers and the team. Improve bot settings based on data. Begin planning the next channels.

🎯 By the end of the pilot you should have enough data to decide whether WhatsApp is ready for general availability and which channels to add next.

Pilot Findings → Channel Roadmap

Use pilot findings to make data-driven decisions about the next channels:

Finding	Recommendation
High engagement & positive feedback	Expand WhatsApp to GA → add Instagram DM as next channel
High handoff rate (> 20%)	Improve training content & system prompt before expanding channels
Customers requesting website support	Prioritize chat widget improvements on the website
Meta delivery issues	Evaluate Twilio WhatsApp as an alternative provider
Demand for social media channels	Plan Facebook Messenger & Telegram for next quarter

💡 Suggested channel priority: WhatsApp Business (current) → Instagram DM → Facebook Messenger → Telegram → SMS.

Quick Reference

# Standard disable
Dashboard → Bot → Integrations → Uncheck WhatsApp

# Emergency reset
Admin → Channel Ops → Reset Integration

# Review metrics
Dashboard → Analytics → Conversation Reports

# Report an issue
Document the issue → Check rollback conditions → Contact team

Next Steps

Review the WhatsApp Business (Meta) integration guide for full technical instructions
Set up the analytics dashboard to track the metrics above
Schedule a weekly meeting to review pilot data with the team
Log any feedback or issues in the project tracker

⚠️ This document should be updated after each pilot phase. Ensure the entire team has reviewed the rollback conditions before launch.