Direct+ Configuration Template
Use this template to gather all required configuration information before deployment. This ensures consistent data collection and prevents deployment delays.
For Claude Agents
Copy this template at the start of every Direct+ deployment. Fill in each section completely before proceeding with technical setup.
Client Organization Information
Basic Details
organization:
name: "____________________________________"
industry: "____________________________________"
size: "____________________________________" # (small/medium/large enterprise)
primary_domain: "____________________________________"
website: "____________________________________"
Primary Contacts
contacts:
technical_lead:
name: "____________________________________"
email: "____________________________________"
phone: "____________________________________"
role: "____________________________________"
administrator:
name: "____________________________________"
email: "____________________________________"
phone: "____________________________________"
role: "____________________________________"
business_owner:
name: "____________________________________"
email: "____________________________________"
phone: "____________________________________"
role: "____________________________________"
Voice Channel Configuration
Phone Number Setup
phone_configuration:
target_number: "____________________________________" # Format: +1XXXXXXXXXX
current_provider: "____________________________________" # (Twilio/other)
current_configuration: "____________________________________" # (IVR/direct/forwarding)
porting_required: [ ] Yes [ ] No
go_live_date: "____________________________________"
Call Handling Preferences
call_handling:
business_hours:
timezone: "____________________________________" # (EST/PST/CST/MST)
monday: "______ AM to ______ PM"
tuesday: "______ AM to ______ PM"
wednesday: "______ AM to ______ PM"
thursday: "______ AM to ______ PM"
friday: "______ AM to ______ PM"
saturday: "______ AM to ______ PM" # (or "Closed")
sunday: "______ AM to ______ PM" # (or "Closed")
expected_volume:
daily_calls: "____________________________________"
peak_hours: "____________________________________"
seasonal_variations: "____________________________________"
agent_capacity:
total_agents: "____________________________________"
concurrent_calls: "____________________________________"
average_handle_time: "____________________________________" # minutes
Workflow Configuration
Direct+ Features Selection
workflow_features:
callback_option:
enabled: [ ] Yes [ ] No
queue_position_maintained: [ ] Yes [ ] No
callback_timeframe: "____________________________________" # (immediate/business hours/custom)
voicemail_option:
enabled: [ ] Yes [ ] No
maximum_length: "____________________________________" # seconds (default: 300)
transcription_enabled: [ ] Yes [ ] No
hold_experience:
music_type: [ ] Default Twilio [ ] Custom audio [ ] Silence
custom_audio_url: "____________________________________" # (if custom)
periodic_announcements: [ ] Yes [ ] No
queue_position_updates: [ ] Yes [ ] No
Greeting Configuration
greeting_preferences:
greeting_type: [ ] AI Generated [ ] Client Recorded [ ] Professional Service
# For AI Generated:
voice_type: [ ] Professional Female [ ] Professional Male [ ] Custom
script_template: [ ] Standard [ ] Industry Specific [ ] Custom
# For Client Recorded:
audio_file_provided: [ ] Yes [ ] No
audio_file_url: "____________________________________"
# Custom script (fill in desired greeting):
custom_script: |
____________________________________
____________________________________
____________________________________
____________________________________
Email Notification Configuration
Email Provider Setup
email_configuration:
provider: [ ] Mailgun [ ] SendGrid [ ] Custom SMTP
# Domain configuration:
email_subdomain: "voicemail.____________________________________"
# Example: voicemail.helpinghand.org
dns_management:
dns_provider: "____________________________________" # (Cloudflare/GoDaddy/Namecheap/other)
dns_admin_contact: "____________________________________"
dns_admin_email: "____________________________________"
Notification Recipients
email_recipients:
primary_admin:
email: "____________________________________"
name: "____________________________________"
role: "____________________________________"
secondary_admin:
email: "____________________________________" # (optional)
name: "____________________________________"
role: "____________________________________"
additional_recipients:
- email: "____________________________________"
name: "____________________________________"
role: "____________________________________"
# Add more as needed
notification_preferences:
send_separate_emails: [ ] Yes [ ] No # (separate vs single email with multiple recipients)
include_transcription: [ ] Yes [ ] No
include_audio_attachment: [ ] Yes [ ] No
file_size_limit: "______ MB" # (default: 25MB)
Email Template Customization
email_template:
template_type: [ ] Standard [ ] Branded [ ] Custom
branding_elements:
organization_logo: [ ] Include [ ] Skip
logo_url: "____________________________________"
brand_colors: "____________________________________"
header_text: "____________________________________"
footer_text: "____________________________________"
custom_subject_line: "____________________________________"
# Default: "New Voicemail from [PHONE_NUMBER]"
custom_signature: |
____________________________________
____________________________________
____________________________________
Technical Environment Configuration
ThreadConnect Account Details
twilio_configuration:
account_sid: "AC____________________________________"
workspace_sid: "WS____________________________________"
workflow_sid: "WW____________________________________" # "Assign to Anyone" workflow
existing_features:
- feature_name: "____________________________________"
status: "____________________________________"
# List all currently enabled features
environment_type: [ ] Development [ ] Staging [ ] Production
deployment_domain: "custom-flex-extensions-serverless-____-dev.twil.io"
Integration Requirements
integrations:
crm_system:
provider: "____________________________________" # (Salesforce/HubSpot/Zendesk/None)
integration_required: [ ] Yes [ ] No
api_access_available: [ ] Yes [ ] No
external_systems:
- system_name: "____________________________________"
integration_type: "____________________________________"
api_available: [ ] Yes [ ] No
# Add more as needed
analytics_tracking:
provider: "____________________________________" # (Google Analytics/Mixpanel/Custom)
tracking_required: [ ] Yes [ ] No
events_to_track: "____________________________________"
Quality & Compliance Requirements
Audio Quality Standards
quality_requirements:
recording_quality: [ ] Standard [ ] High [ ] Highest
audio_format: [ ] WAV [ ] MP3 [ ] Client Preference
compression_acceptable: [ ] Yes [ ] No
transcription_accuracy:
minimum_acceptable: "______ %" # (typical: 80-90%)
industry_terminology: [ ] Standard [ ] Medical [ ] Legal [ ] Technical
custom_vocabulary_needed: [ ] Yes [ ] No
custom_terms: "____________________________________"
Compliance & Security
compliance:
industry_regulations:
- [ ] HIPAA (Healthcare)
- [ ] PCI DSS (Payment Cards)
- [ ] SOX (Financial)
- [ ] GDPR (EU Data Protection)
- [ ] CCPA (California Privacy)
- [ ] Other: "____________________________________"
data_retention:
voicemail_retention_period: "______ days"
email_retention_period: "______ days"
transcription_retention_period: "______ days"
data_privacy:
encryption_required: [ ] In Transit [ ] At Rest [ ] Both
data_residency_requirements: "____________________________________"
third_party_sharing_restrictions: "____________________________________"
Testing & Acceptance Criteria
Testing Requirements
testing_plan:
test_phone_numbers:
internal_test: "____________________________________"
client_test: "____________________________________"
external_test: "____________________________________"
test_scenarios:
- [ ] Direct call to agent
- [ ] Call during busy period (queue experience)
- [ ] Callback request (option 1)
- [ ] Voicemail recording (option 2)
- [ ] Email notification delivery
- [ ] Audio attachment quality
- [ ] Transcription accuracy
- [ ] ThreadConnectRTC task handling
acceptance_criteria:
call_connection_success_rate: "______ %" # (typical: 99%+)
email_delivery_time: "within ______ minutes"
audio_quality_score: "______ /10"
transcription_accuracy: "______ %"
Go-Live Planning
deployment_schedule:
preferred_go_live_date: "____________________________________"
preferred_go_live_time: "____________________________________" # (consider business hours)
rollback_requirements:
maximum_downtime_acceptable: "______ minutes"
rollback_trigger_criteria: "____________________________________"
emergency_contact_procedure: "____________________________________"
post_deployment:
monitoring_period: "______ days"
check_in_schedule: "____________________________________"
training_required: [ ] Yes [ ] No
documentation_handoff: [ ] Yes [ ] No
Additional Requirements & Notes
Special Requirements
special_considerations:
multilingual_support:
required: [ ] Yes [ ] No
languages: "____________________________________"
accessibility_requirements:
hearing_impaired_support: [ ] Yes [ ] No
tty_support: [ ] Yes [ ] No
business_specific:
industry_specific_features: "____________________________________"
custom_workflows: "____________________________________"
unique_requirements: "____________________________________"
Notes & Comments
additional_notes:
client_concerns: |
____________________________________
____________________________________
____________________________________
technical_constraints: |
____________________________________
____________________________________
____________________________________
timeline_constraints: |
____________________________________
____________________________________
____________________________________
budget_considerations: |
____________________________________
____________________________________
____________________________________
Configuration Summary
Deployment Readiness Checklist
Once this template is complete, verify:
- All contact information collected and verified
- Phone number configuration details confirmed
- Email setup requirements documented
- DNS access and permissions confirmed
- ThreadConnect account details gathered
- Testing plan agreed upon
- Go-live schedule established
- Compliance requirements understood
Next Steps
With this configuration template complete:
- Validate Information: Confirm all details with client stakeholders
- Technical Verification: Verify ThreadConnect account access and resources
- Begin Deployment: Use Pre-Deployment Checklist
- Schedule Deployment: Follow Direct+ Deployment Guide
This comprehensive configuration template ensures all requirements are captured before deployment begins, reducing deployment time and preventing configuration-related issues.