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guide
Change management checklist
Roll out product or policy changes without disrupting frontline support.
9 min•operations•
operations
governance
1. Assess impact
- Identify queues, macros, and automations touched by the change.
- Confirm which customer tiers or regions are affected.
- Draft a risk score (low, medium, high) to align stakeholders.
2. Prepare enablement materials
- Update knowledge articles and internal SOPs.
- Record a short Loom walkthrough or host a live training.
- Refresh macros and AI draft prompts with new details.
3. Schedule rollout
- Pick a launch window with adequate staffing.
- Stage changes in sandbox and gather QA sign-off.
- Notify leadership and incident response owners.
4. Execute launch
- Deploy configuration via Infrastructure pipeline or admin console.
- Monitor logs and analytics for anomalies in the first hour.
- Keep a rollback plan ready if KPIs tank.
5. Collect feedback
- Encourage agents to flag issues via dedicated Slack channel.
- Track customer sentiment and reopen rate for the impacted intents.
- Iterate quickly on macros or automation thresholds.
6. Document completion
- Capture outcomes, lessons learned, and responsible owners.
- Update the change calendar and archive materials for audit.
Consistent change management keeps your support team confident and your customers informed.
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