---
title: "Chat Launch Checklist"
slug: "chat-launch-checklist"
updated: 2025-10-02T21:39:33Z
published: 2025-10-02T21:39:33Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Chat Launch Checklist

Are you launching Chat for the first time? If so, we collected a short checklist of items to review and configure to ensure you can handle your chat volume as efficiently as possible.

## Test Chat

- Make sure you visually test Chat post-deployment on your website and that it’s appearing the pages you’d like it to appear.
- Check any Answers associated with [Quick Actions](/docs/quick-actions-usage) for typos.

## **Check basic Chat settings**

- Confirm which SLA to use: Inbox or Entry Point SLA. Unless SLA is configured in the [Entry Points settings](https://help.gladly.com/docs/add-and-configure-chat-entry-points) page for the chat, Inbox SLA is the default.
- Review your **Office Hours** and **Chat Unavailable Message**settings in Chat. It [](https://help.gladly.com/v1/docs/create-and-configure-sidekick%7CConfiguration)should reflect the message you want to display to Customers when they click the Chat button outside your normal operating hours when Chat is unavailable.

## **Route to Agents**

- Ensure that your Chat Entry Points are directed to the correct Inboxes on the [Entry Points settings](https://help.gladly.com/docs/add-and-configure-chat-entry-points). Be sure to staff the Inboxes where you direct your chats with Agents trained to receive chats. Also, make sure Agents know how to make themselves [available](https://help.gladly.com/docs/set-your-channel-Availability-to-help-customers) for Chat.
- Review your [Messaging settings](https://help.gladly.com/docs/realtime-messaging-settings/) and make any necessary updates. If this is an entirely new Channel to Agents, set the minimum concurrency to one or two; the maximum of five. If it is not a new Channel, set the minimum concurrency to three and the maximum to seven to 10.

## **Manage volume**

- Consider adjusting your [Chat throttle settings](https://help.gladly.com/docs/control-chat-volume) to control the volume of incoming chats your Agents receive.

## **Monitor performance and plan for improvements**

- Use the [Contact Summary](/docs/contact-summary-v2) report to know how many chats you were offered, handled, and fulfilled.
- Use the [Agent Summary Glance](/docs/agent-summary-glance) report to know how many chats Agents missed or declined to help them acclimate to the new Channel.
- Revisit your [Messaging settings](https://help.gladly.com/docs/configure-messaging-routing-settings-1#standard-and-maximum-messaging-capacity-per-agent) when Agents start to acclimate to working in the Chat Channel and adjust the number of concurrent chats they can handle.
- Check out the [Chat Search](/docs/glad-app-answer-search) report to understand what Customers are searching for and what Public Answers you need to tweak, create, or remove. Use this information to update [Quick Actions](https://help.gladly.com/docs/quick-actions-usage) as questions your Customers most commonly ask evolve.