This document outlines the deployment responsibilities, deliverables, and timelines for Talkative’s Customer Success team, Mitel, Channel Partners, and end customers to ensure an efficient and smooth deployment.
Talkative: Implementation expert, platform provisioning, AI/product training, post-launch optimisation, escalation & 3rd line support.
Mitel / Channel Partner: Overall project management, primary customer liaison, Mitel-side integration work, 1st and 2nd line support post-launch.
Customer: Internal project lead, system access, configuration of platform/AI flows (with Talkative support), UAT and sign-off.
This is valid for all Mitel deployments on MiCC Business, MCX and MiCC Enterprise, whether you have contracted through Mitel directly or via a Mitel channel partner. Use it as a reference at any stage of the project, and lean on your Talkative implementation contact whenever you need a hand.
🕙 Deployment Timeline
While each deployment varies based on complexity and resource availability, most follow the seven phases below. Steps 1–6 get the customer live; step 7 is the ongoing relationship.
Typical timeline | 4–8 weeks from kickoff to go-live |
Chat live by | ~Week 6 (Day 45) |
Voice live by | ~Week 8 (Day 60) - longer if custom AI tooling is being built |
SMS add-on | +1–2 weeks (regional compliance dependent) |
WhatsApp add-on | +4–10 weeks (Meta compliance dependent) |
Key delay drivers | Customer resource availability, bad data, bespoke integration work required, internal alignment with other projects |
1. Project Alignment & Kickoff (Week 1)
a) Partner sync (Talkative ↔ Partner/Mitel) - 15 min An internal alignment call between the partner/Mitel team and Talkative, held before the customer is brought in. We confirm what's been agreed in the SoW, the scope, timelines, customer context, and any open commercial or technical questions.
b) Customer kickoff - 30 min Once the partner sync confirms we're aligned, the customer kickoff is scheduled. A short call with the customer's named project lead covering objectives, timelines, and responsibilities. Partner leads; Talkative attends.
2. Setup & Configuration (~Weeks 1-4, runs in parallel)
AI setup runs as a call cadence between Talkative and the customer, typically bi-weekly, with the customer given specific work to complete between sessions (populating the knowledge base, configuring the widget, updating prompts). These working sessions are on-the-job training along the way so the customer leaves the deployment with the skills to keep optimising.
Three parallel streams:
- General platform setup - customer self-serves with Talkative guidance (users, business hours, widget, branding).
- AI voice/chat bot setup - customer self-serves with Talkative guidance (knowledge base, flows, prompts).
- Mitel integration - Mitel/Partner-led, in collaboration with Talkative (Open Media routing, voice integration, queue mapping).
Typical Deployment Items (click here)
Category | Action | Indicative time | Notes |
Basic setup | System provisioning | 30 min | |
Add users (1-by-1, CSV, or SSO) | 30 - 60 mins | ||
Configure business hours | 10 mins | ||
AI configuration | Add website + docs to knowledge base | ~2 hrs | |
Configure messaging flows | ~2 hrs | ||
Configure voice flows | ~2 hrs | ||
3rd-party actions / fulfilment / LLM tools | 1–5 days | May be scoped as professional services | |
Website integration | Add Talkative scripts to the website | ~1 hr | |
Configure & design widget | ~1 hr | ||
Mitel configuration | MiCC Open Media routing integration | 1–2 days | |
Voice AI integration | 1–2 days | ||
Interaction Parking configuration | <1 day | ||
Optional channels & customisations | Facebook Messenger | 30 min | Self-serve. Setup Guide |
SMS | 1–2 weeks | Regional compliance dependent · Talkative-assisted | |
WhatsApp | 4–10 weeks | Meta compliance process · Talkative-assisted | |
Analytics & bulletin customisation | 30 min | Self-serve | |
Supervisor dashboard customisation | 30 min | Self-serve. Guide |
3. Testing & UAT Week ~3+
Customer-led, with Talkative and Mitel/Partner supporting.
Talkative will:
- Walk the customer through the different ways to test the AI depending on the feature.
- Review test outcomes and provide feedback across an agreed number of iteration cycles.
- Help triage issues and prioritise fixes before go-live.
For full end-to-end testing across the integrated Mitel + Talkative stack - routing, queue handling, agent workflows, fallback scenarios - the customer works directly with their Mitel partner. Talkative supports on the Talkative-side elements.
4. Agent Training (Week before go-live)
We recommend agent training in the week before go-live, so the content stays fresh and access is in place when agents need it. Training too early often means details are forgotten and logins lapse before launch.
Talkative provides:
- One 45 minute agent training session - how agents use Talkative features day-to-day. Full content is also available in the Agent Handbook for self-serve reference and onboarding new agents post-launch.
- Admin and AI training — delivered throughout setup (knowledge base, flows, prompts, testing).
Talkative does not provide full Mitel platform training.
5. Go-Live Readiness Review (~Week 6 / 8 )
The final sign-off session before launch, all parties confirm setup is complete.
6. Go-Live / Cutover (~Week 6 / 8 )
Priority support from Talkative and Mitel/Partner on the day.
7. Project Review & Ongoing Success
A session within 2 weeks of go-live to share feedback, celebrate wins, and identify optimisation opportunities. Cadence then continues per the customer's care package.
✅ Roles & Responsibilities (RACI)
R = Responsible (does the work). A = Accountable (signs it off).
C = Consulted (gives input). I = Informed (kept in the loop). — = Not involved.
Talkative | Customer | Mitel / Partner | |
Project management | |||
Project management & coordination | C | I | R |
Kick-off call | C | I | R |
Customer requirements gathering | A | A | R |
Talkative platform setup | |||
Provisioning Talkative environment | R | I | I |
Adding users / SSO setup | C | R | — |
Configuring business hours | C | R | — |
Widget design & website script install | C | R | — |
Queue setup / mapping | C | A | R |
WhatsApp / SMS provisioning | R | R | C |
AI configuration | |||
Knowledge base content (website, docs) | C | R | — |
Messaging flows & prompts (chatbot) | C | R | — |
Voice AI flows & prompts | C | R | — |
3rd-party actions / fulfilment / LLM tools* | C | R | I |
Mitel telephony integration | |||
Telephony integration to Mitel | C | I | R |
MiCC Open Media routing integration | C | I | R |
Interaction Parking configuration | C | I | R |
Testing & go-live | |||
User Acceptance Testing (UAT) | C | R | C |
Go-live readiness review | R | A | R |
Go-live / cutover | C | R | R |
Mitel platform product training | I | C | R |
Talkative product training | R | C | I |
Post go-live | |||
Post-launch optimisation | C | R | I |
Ongoing customer success | R | C | R |
Escalation management | R | A | R |
3rd-party actions / fulfilment / LLM tools may be delivered as professional services and are subject to scoping.*
🚀 Customer Care Packages
Talkative offers three levels of customer engagement. Each package covers two phases: onboarding (more hands-on while the customer gets up and running) and post-launch (the ongoing cadence once live).
1️⃣ Core:
For customers & partners who manage Talkative independently.
Onboarding: Implementation specialist guides setup through scheduled calls and shared resources. Post-launch: Help centre, documentation, ticketed support, and 3rd line escalation via Mitel/Partner.
2️⃣ Plus:
For customers who want a regular CSM relationship and ongoing optimisation support.
Onboarding: Dedicated CSM, bi-weekly 30-min alignment calls, and guidance with configuration, prompt writing, and knowledge base build. Includes up to 5 testing deep-dives (see below).
Post-launch: Monthly 45-min review session and ~3 hours of CSM working time per month covering prompt tuning, configuration help, and optimisation guidance.
3️⃣ Premium:
For customers running complex Talkative deployments or wanting hands-on, collaborative AI optimisation.
Onboarding: Dedicated CSM, weekly 30-min alignment calls, and hands-on guidance with configuration, prompt writing and tuning, and knowledge base build. Includes up to 10 testing deep-dives (see below).
Post-launch: Bi-weekly or monthly collaborative review session - live edits and prompt tuning together. ~6 hours of CSM working time per month, priority response on support tickets, and early access to beta features.
The vast majority of AI answer issues we see come down to one of two root causes: 1. The prompt needs updating to reflect the requirement. 2. The data in the knowledge base is incorrect, incomplete, or contradicting itself.
The fixes follow consistent patterns, which is why we cap the number of deep-dives in each package, it ensures our time is spent on genuine issues and helps customers build the skills to spot and resolve future ones themselves. If a real problem surfaces, we'll always work with you to resolve it. The cap is there to focus our attention, not to limit support.
🆘 Technical Support & Escalation
📌 Effective from May 2026
Partners are responsible for 1st line support. Mitel is responsible for 2nd line support. Talkative is responsible for escalations and 3rd line support.
How to escalate
- End customer raises a ticket with their partner.
- Partner attempts to resolve. If it requires Mitel-side investigation, partner escalates to Mitel.
- If Mitel determines the issue is Talkative-side or requires Talkative engineering involvement, Mitel escalates to Talkative.
- Talkative engages directly with the relevant party until resolution and shares findings back through the chain.
Voice AI escalations - special process
Voice AI issues require additional diagnostic information before escalation to ensure fast resolution. Before escalating any voice AI issue, the partner or Mitel team should complete the Talkative voice escalation checklist:
🔗 Mitel — Voice AI escalation checklist
This includes call recordings, transcripts, timestamps, AI flow context, and Mitel routing details. Submitting an escalation without this checklist will delay resolution.