--- title: "Testing Checklist" slug: "testing-checklist" description: "Step-by-Step Tutorial & Best Practices checklist in Gladly Help Docs. Read more." updated: 2025-10-02T21:52:36Z published: 2025-10-02T21:52:36Z canonical: "help.gladly.com/testing-checklist" --- > ## 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. # Testing Checklist ## Step-by-Step Tutorial & Best Practices ### Technical Foundations **SSO (if applicable)** - [SSO](https://help.gladly.com/docs/single-sign-on-setup/) has been configured. - You can log in via SSO account to Gladly. - All Agents can log in via SSO account. **Network, hardware, and software** - [Network requirements](https://help.gladly.com/docs/network-requirements/) have been implemented, with all Agents passing network tests. - [Hardware requirements](https://help.gladly.com/docs/hardware-requirements/) have been met. - [Software requirements](https://help.gladly.com/docs/software-os-and-browser-requirements/) have been met — Agents should utilize Chrome for helping customers. ### Channel Settings **Voice and IVR** - [Voice](https://help.gladly.com/docs/purchase-and-configure-sms-phone-numbers/) settings are correct for each Phone Number - You have associated the right Phone Number to the right IVR and queue IVR - You have uploaded the correct hold and queue music - You have configured the appropriate IVR Wait Duration - You have tested each IVR by dialing into the appropriate phone number. - Ensure the correct greeting, QA, and queue music shows up. - Press / select each menu option. - Ensure that each option goes into the right place (e.g. Gladly, a forwarded number) - Toggle business hours on / off and ensure the right recordings are played. - Toggle holiday hours on / off and ensure the right recordings are played. - If there is a voicemail, ensure it goes to the right Gladly Inbox. - Agents can hear customers when picking up the phone. - [Warm / Cold transfers](https://help.gladly.com/docs/end-transfer-and-conference-calls) work to desired Inboxes. - Agents are able to place outbound calls via Gladly. **SMS** - Each SMS Entry Point works as expected. - SMS Entry Points go to the right Inbox. - SMS auto-replies work as desired. - Outbound SMs-es are able to deliver, - You have read through [SMS acceptable use policies](https://help.gladly.com/docs/sms-compliance-requirements) and have confirmed you will not be violating carrier regulations. **Email** - Email [DKIM and SPF](https://help.gladly.com/docs/find-spf-and-dkim-txt-values/) records have been set up and verified per domain. - Email [forwarding](https://help.gladly.com/docs/add-email-address/) has been put in place. - Inbound Email goes to the right Inbox. - Email auto-replies work as desired. - Ensure rules work (e.g., apply topics) if configured. - Agents can send outbound emails from Gladly. - Outbound Email delivers from Gladly. **Social Channels (Facebook, , Instagram) Inbound** - Social Channels inbound messages go to the right Inbox. - You are able to respond to inbound social channel messages. - If using Instagram, you have "[Allow Access to Messages](https://help.gladly.com/docs/set-up-and-configure-instagram-messaging/)" turned on. **Chat** - Confirm [Chat design and text](https://help.gladly.com/docs/create-and-configure-glad-app#configure-and-style-glad-app). - Correct font-family. - Out-of-the-office HTML message looks correct, with all links clickable. - Correct hex codes / colors. - You can chat with an agent and receive a response back. - If onboarding is configured, you can onboard and enter your name and email. - If self-service is enabled: - You can click on all the [Quick Action](https://help.gladly.com/docs/quick-actions/) links. - You can search for answers, that are in the right language and for the right audience. - The out-of-the-office message is correct, and all links in the HTML template work. - If [auto chat throttling](https://help.gladly.com/docs/chat-volume-management/) is turned on, there are Agents who will staff the Inbox you are pointing chat to. - If [proactive chat campaigns](https://help.gladly.com/docs/create-proactive-chat-campaign/) are turned on, campaigns show when testing on your web page. - If utilizing in-app SDK, you are able to load Chat on [Android](https://developer.gladly.com/android-sdk/)/[iOS](https://developer.gladly.com/ios-sdk/) and send an inbound chat message. - If you have a sandbox environment, you are using a **production** embed code instead of sandbox. - If the front-end website has a content-security policy, you have updated your [content-security policy](https://developer.gladly.com/sidekick/) to allow Gladly Chat. **Chat Payments (if applicable)** - Agent is able to request [chat payment](https://help.gladly.com/docs/introduction-to-chat-payments/) . - Customer is able to enter credit card. - Agent is able to view credit card information. ### **Integrations** **Lookup Adaptor** For each Lookup Adaptor: - [Basic](https://help.gladly.com/developer-tutorials/docs/auto-linking-basic-search-and-detailed-lookup) search works in < 5 seconds, providing relevant results to Agents based on parameters entered by Agent on Basic search page. - [Basic](https://help.gladly.com/developer-tutorials/docs/auto-linking-basic-search-and-detailed-lookup) search manual fields are configured as designed. - [Auto-linking](https://help.gladly.com/developer-tutorials/docs/auto-linking-basic-search-and-detailed-lookup) configuration works (recommend email & mobile phone). - Customer Profile configuration & layout works as expected and designed. - [Detailed](https://help.gladly.com/developer-tutorials/docs/auto-linking-basic-search-and-detailed-lookup) lookup works in < 5 seconds and provides real-time information on the right customer ID. - [Actions](https://help.gladly.com/developer-tutorials/docs/app-actions-setup), if configured, work as desired. - You have set up some form of Gladly-supported [Authentication](https://help.gladly.com/developer-tutorials/docs/authentication) on your Lookup Adaptor. **Other** - You have connected all other desired [out-of-the-box integrations](https://help.gladly.com/docs/introduction-to-app-integrations) available on Gladly. ### **Content Settings and Self Service** **Answers and Topics** - [Answers](https://help.gladly.com/docs/create-and-edit-answers) are up-to-date and Agents understand when / how to utilize them. - [Topics](https://help.gladly.com/docs/adding-and-managing-topics/) are up-to-date and Agents understand when / how to utilize them. - [Audiences](https://help.gladly.com/docs/create-and-edit-audiences/) have been created, with Answers correctly categorized in each Audience. **Help Center** - [Help Center](https://help.gladly.com/docs/create-and-configure-a-help-center/) appears on the right page on your website. - Help Center Search is in the right language. - Help Center Audience is configured correctly. - Help Center layout and columns look as desired. - Help Center layout looks as desired on Mobile screen widths. - If you have a sandbox environment, you are using a **production** embed code instead of sandbox. ### **Orchestration and Agent Experience Settings** **Conversation Workflow Settings** - [Email and Voicemail](https://help.gladly.com/docs/configure-mail-routing-settings/) routing settings are correct. - [Voice](https://help.gladly.com/docs/configure-voice-routing-settings/) routing settings are correct. - [Messaging](https://help.gladly.com/docs/configure-realtime-messaging-settings/) routing settings are correct. **Agent Experience Settings** - [Idle timing](https://help.gladly.com/docs/manage-agent-idle-timing/) settings are correct - recall this is across all Agents! - [Away Agent Status](https://help.gladly.com/docs/create-Away-agent-status/) settings are correct. - [Active Agent Status](https://help.gladly.com/docs/create-active-agent-status) settings are correct. **Orchestration Settings** - [Business hours](https://help.gladly.com/docs/create-business-hours/) settings are correct - recall that these settings are only used in routing rules. For Entry Point business hours, please configure directly in [IVR](https://help.gladly.com/docs/create-an-ivr/) or [Chat](https://help.gladly.com/docs/create-and-configure-sidekick/). - [Inboxes](https://connect.gladly.com/docs/help-documentation/article/create-edit-and-deactivate-inboxes) have been configured, and you have set up default outbound addressees from inboxes if you have multiple of each channel. - You are familiar with how [People Match, Rules, and Skills](https://help.gladly.com/docs/people-match-skills-and-rules/) work together to assign conversations to Agents. - [Entry point default SLA and Inbox](https://help.gladly.com/docs/set-up-channels-and-entry-points/) mappings are correct. - [People Match](https://help.gladly.com/docs/set-up-priority-boost-scenarios-for-people-match/) settings are correct, and you are satisfied with the boosts applied. - [Skills](https://help.gladly.com/docs/create-skills/) have been set up, if desired, and utilized in People Match configurations to apply boosts. - [Rules](https://help.gladly.com/docs/create-a-rule/) have been set up to route to Inboxes, apply topics, close conversations, send auto-replies, and more.