Day one: read the transcripts
Conversations holds everything the agent handled, on every channel, with the messages in full. Read them looking for one thing: a question the agent could not answer well. Every one of those is either a gap in your knowledge, a gap in your instructions, or a conversation that should have gone to a person.
The three are genuinely different problems with different fixes, and guessing between them is how teams end up rewriting a persona that was never the issue. Sorting one bad answer into the right bucket takes about a minute.
Day two: turn on handover, and mean it
Asking for a person is switched off on a new agent. That is deliberate — an agent that promises a human when there is no human is worse than one that takes a message — but it means a caller who says 'representative' gets nowhere until you turn it on under Actions.
On the phone that needs a transfer number. In chat and email it flags the conversation and somebody takes over from the dashboard; the agent goes quiet the moment they join. You can limit it to business hours, and outside them the agent takes a structured message instead of promising a callback nobody is there to make.
Day three: set the cap you actually want
Every workspace has a hard monthly spend cap, and it starts at $50 — a pilot number, not a production one. When it is reached, billable channels stop answering rather than running past it, so a cap left at the default is a real outage waiting for your first busy week. You are notified at 80% and again at the cap.
Pick the number your finance team would sign off without being asked twice, and raise it in Billing. Then look at it again at the end of the month against what you actually spent.
The rest of the week: close the gaps
By day three you will have a list of things customers ask that your website does not answer. Put them where the agent will find them: a page on your site, a file, or a plain note under Knowledge. Notes are the fastest and they work — hours, returns policy, which carriers you take, whether you are accepting new customers.
Resist the urge to put facts into the instructions instead. Instructions are how the agent behaves; knowledge is what it knows. A price typed into the instructions is a price the agent will quote for months after you change it.