LandConnect calling and texting — staff rollout guide
Version: 2026-09-12. Status: pre-release training content. Browser calling, member number sales and AI answering are not verified live. Final button names and screenshots must be checked against the released app before this guide is marked published.
What is changing
LandConnect is being extended so members can use an assigned business number for texting and browser-based calls, with conversations and call outcomes attached to the correct lead. Human calling is the first voice feature. ElevenLabs AI answering is a later optional feature and must be shown as unavailable until connected and tested. Pricing shown in design discussions is proposed, not an approved offer.
The new workflow uses the number assigned inside LandConnect. Do not instruct new users to create personal Google Voice accounts or assume everyone uses one shared outbound number. Existing communication routes remain in place until their specific cutover is approved and verified.
Member quick start — after your account is enabled
- Open Communications and check your assigned number and channel status. If Calling or Texting is unavailable, read the setup reason or ask support; repeatedly clicking will not activate it.
- Open a lead you are authorized to contact. Confirm the recipient and contact permissions. Do not bypass a blocked contact using another number or channel.
- Select Call, confirm the displayed business number, and allow microphone access. Use headphones and check the selected microphone and speakers.
- Start the call once. Wait for the displayed connection state. Use mute or the keypad when needed; end the call with Hang Up.
- Record the actual outcome: connected, voicemail, no answer, wrong number, do not contact, or technical failure. Save a concise note and a follow-up task when appropriate. Do not mark a conversation completed simply because the call connected.
- Verify the activity appears on the intended lead. Report missing or wrong-lead history without placing another call to recreate it.
- For texts, confirm the assigned sender and review the delivery state. Accepted or queued does not mean delivered. An uncertain result requires reconciliation before retrying.
- Review usage and your spending limit. A text can contain several billable segments. Call duration and final billed usage may differ; the settled usage ledger is the billing reference.
When something goes wrong
| Symptom | Staff action |
|---|---|
| No assigned number / setup pending | Check activation status; route to the admin responsible for number setup. Do not promise instant activation. |
| Microphone denied / no audio | Check browser microphone permission and selected devices; use the audio check before another call. |
| Call stuck or failed | End the attempt; capture the visible error, time and call reference. Check history before retrying. |
| Budget limit reached | Explain the limit and request a reviewed adjustment. Do not switch to another member's number. |
| Text accepted but delivery unknown | Escalate for provider reconciliation; do not send the same text again automatically. |
| Wrong lead or another member's data | Stop using the affected workflow and report immediately with the minimum relevant details. |
| Duplicate charge or call entry | Report both references and timestamps; do not issue a refund or erase records yourself. |
| AI assistant unavailable | Use the configured human or voicemail route. Do not tell callers an AI conversation occurred when it did not. |
For support, use the existing in-app support path or verified LEVI support channel. Include the page, time and timezone, lead/call reference, expected behavior, actual behavior and a redacted screenshot. Never include passwords, API keys, payment details or unnecessary customer conversation content.
Staff responsibilities
- Operations: verify number assignment, business identity, contact permissions and account readiness. Own the rollout roster and first-use checks.
- Member success and training: guide users through a supervised practice scenario, record completion and collect usability feedback.
- Engineering: investigate routing, audio, callback, access and reconciliation failures. Attach test evidence and rollback details to fixes.
- Finance/admin: verify approved pricing, usage reconciliation and disputed charges; financial adjustments follow existing authorization.
- Marketing/sales: promote only features and prices confirmed available in the app. Do not sell unlimited calling, guaranteed delivery or live AI answering before those claims are supported.
Staff practice before release
Use a no-send training mode or a specifically approved controlled test destination. Never use an arbitrary seller for training. Demonstrate number selection, microphone denial recovery, mute/hangup, note and task creation, usage review and support escalation. Confirm the learner can explain that delivery acceptance is not delivery confirmation and that a blocked contact cannot be bypassed.
Training completion should persist per user and module version using the existing training-progress system. Avoid changing unrelated certification totals without updating their calculations. Staff documentation and contextual help must link to the same released guide version.
Release acceptance — engineering and operations
Before marking the feature usable, record evidence for an authenticated member and staff/admin session on the published app: navigation discoverability; assigned number display; authorized lead call action; microphone prompts; connecting/connected/failed states; mute/keypad/hangup; notes/task persistence; correct activity ownership; usage display; unavailable-state explanations; and support links. Verify cross-member access is denied.
Run provider-free tests for token access, caller-ID/destination tampering, duplicate call requests and callbacks, expiry, budgets and disconnects. Then use the existing approved PRG test destination, if it can be verified, for a controlled audio test in both directions and call-history/usage reconciliation. Record actual results; synthetic tests alone do not establish real audio quality or live usability.
Update TrainingDashboard Communications Mastery, SystemTrainingGuide, helpKnowledgeBase, moduleContentData and related quick references to remove conflicting Google Voice/shared-number guidance. Confirm links and labels against the actual implementation. Publish a dated in-app release note that separates available features from pending setup and future AI answering.
No broad staff or customer announcement should claim the rollout is complete until these checks pass. The original paused SMS campaign is a separate issue and remains paused.
Sign in to record training progress.
