---
title: "Prepare For Launch"
slug: "prepare-for-launch"
description: "The week-of-launch activities and checklist below will help ensure a smooth transition onto the Gladly platform."
updated: 2025-01-27T01:08:12Z
published: 2025-01-30T19:36:40Z
canonical: "help.gladly.com/prepare-for-launch"
---

> ## 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.

# Prepare For Launch

## Background

There are several tasks and verifications you should aim to complete in the days and weeks before go-live. The week-of-launch activities and checklist below will help ensure a smooth transition onto the Gladly platform.

## Goals

Review[1](/docs/implementation-kickoff) the recommendations and checklist below and prepare to have all of these completed before your launch date.

## Estimated Effort

The checklist should be completed a minimum of two business days before the launch date.

Please review the cutover recommendations a minimum of one week before launch, and contact your Gladly implementation team if you have any questions.

## Best Practices

### Cutover Recommendations

We recommend that you keep your old system running for 1 - 2 weeks before shutting it down, as you may wish to retrieve some items in there that you did not bring over (e.g., a specific interaction, or a macro)

**Channel and Teams Cutover**

We recommend cutting overall channels at once for specific teams.

If you want to break down launch, do so by teams; transition teams that work together quite frequently in your current CX provider so that they can work in the same system as they do now.

**Week of Launch Recommendations: Email**

Forward email to Gladly on the day of launch. We do not recommend forwarding prior as your auto-response rules may trigger from Gladly.

Preparing to move to Gladly from another system:

- If your team is using a vendor specific domain to send email replies to customers (e.g. [mybrand.zendesk.com](http://mybrand.zendesk.com)) you should set up an auto-reply rule in your old system to let customers know they will need to send a new email to your Gladly email address to continue to receive support. Email replies sent to your vendor specific address will not be routed to Gladly.
- Add an exception to your email auto-reply rule in Gladly to not send the auto-reply message if the email subject contains "re:". This condition can be removed after a few days. ![Email conditions for message subject filtering in a conversation setup.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/add-reply-exception.webp?sv=2026-02-06&spr=https&st=2026-11-04T11%3A06%3A12Z&se=2026-11-04T12%3A06%3A12Z&sr=c&sp=r&sig=1VQ57SKFxrdOyqlcJGckAMxtavE5t%2FBpt4cnuf57kCg%3D)

Once you start forwarding email into Gladly:

- Assign a portion of associates to work out of your old email provider full-time and continue sending outbound email.
- After sending an email, close the ticket in your old CX provider.
- Responses will come into Gladly.
- The agents on Gladly will likely then need to re-assign to the right agent when receiving the response - but this should start to peter out by the end of the week.

**Week of Launch Recommendations: Chat, Phone**

Transition chat and phone right before business hours start.

- Smoke test.
- All chats and phones will go in to Gladly, so staff all your chat & phone associates in Gladly vs. old system.

**Week of Launch Recommendations: Social**

FB Messenger or should be added to Gladly before launch, but you should continue responding to customers out of your old social tools.

- On the day of launch, Gladly to close all & FB Messenger conversations in inboxes.
- When new FB messages and DMs come in, reference your old social tools for what you responded with.
- Respond out of Gladly.
- You should not have to look at your old social tool by EOW as you start closing out ongoing social conversations.

**Week of Launch Recommendations: Website Changes**

Contact Us:

- Go live with the new Contact Us page, and submit a couple of test emails to ensure name and email are being captured correctly.
- Verify that Contact Us submissions are going into the correct Inbox in Gladly.
- If you have a Lookup Adaptor, also send a form submission for an existing customer and ensure that the account is being linked correctly in Gladly.

Help Center

- Set Help Center (FAQ) page live, and verify that a) the correct sections, headers, and articles are being displayed, and b) the search function is working properly.

### Customer Checklist

- [ ] Mail forwarding is scheduled
- [ ] Voice porting or forwarding is scheduled
- [ ] Website updates are scheduled
- [ ] Agents can all login to Gladly
- [ ] Agents can take calls on Gladly (if using Gladly Voice)
- [ ] Agents are all logged into production