Splice-in readiness: what to gather before discovery

Discovery is the first step of an engagement. We inventory your systems, locations, roles, and consent rules, and confirm which connectors exist today and which we would build. You get a written inventory and a connector plan. Your part is API access and one operations owner.

Most of the time on a discovery call goes to finding out things you already know. This worksheet moves that work ahead of the call. Fill it in, bring it, and the demo turns into discovery.

How to use this worksheet

One person owns it. That person is usually the operations owner (see the last section). They do not need every answer; they need to know who has each one.
Fill in what you know. Leave a blank where you don’t. A blank is useful; a guess is not.
Keep the answers short. Vendor names, counts, times, and yes or no. Discovery is where we ask the follow-up questions.
Do not send credentials with this worksheet. API access is granted during onboarding, to a server-side connector, never by email.

Section 1: Your systems

DialSplice splices your CRM, your system of record, and your phone system into one agent screen. Your stack stays exactly where it is. Discovery needs to know what each system is, who administers it, and whether it exposes an API.

Telephony

Voice, SMS, and transfers stay in your provider. Agents place calls in their own telephony app through click-to-call; DialSplice never originates the call and never holds the audio.

Provider: ______
Admin owner (name, role): ______
API or webhook access available (yes / no / unsure): ______
Number of phone numbers, and whether each location has its own caller ID: ______
Where voicemail and recordings live today: ______

CRM

The CRM stays the complete customer-interaction record. DialSplice reads contacts and opportunities under your scopes, routes inbound events into the queue, and writes dispositions back.

Vendor: ______
Admin owner: ______
API access available: ______
Where new leads arrive (web forms, inbound messages, missed-call webhooks): ______
Where consent and do-not-contact flags are stored: ______
A migration in progress or planned (from what, to what, when): ______

EHR or system of record

The system of record owns the appointment and the patient record. Bookings write there with identity resolved first; the CRM is updated from the same event, so the two never disagree.

Vendor: ______
Admin owner: ______
API access available: ______
Does it hold the patient record, the appointment, or both: ______
Can it report whether a record exists at more than one location: ______
Appointment outcomes it records (kept, cancelled, no-show): ______

Data platform (optional)

When you want the facts in your own warehouse, DialSplice exports content-free facts to your data platform on AWS, Microsoft, or Google Cloud. Skip this section if you do not have one yet.

Platform: ______
Owner: ______
Who governs the schema: ______

Notification channels

Alerts name the work and the location, never the contact. They can post to Microsoft Teams or Slack, alongside browser push, mobile push, SMS, and email.

Channels your managers already watch: ______
Who administers them: ______

Section 2: Your locations

Configuration is per location and grows with you. Every work item carries organization and location scope, and an unknown or ambiguous location fails closed, so the list has to be complete before anything goes live.

Fill in one column per location. Add columns as needed.

Field	Location 1	Location 2
Name	______	______
State	______	______
Time zone	______	______
Business hours (local)	______	______
Outbound caller ID	______	______
Languages served	______	______
Observed holidays	______	______

Total number of locations: ______
Locations that share a phone number or a caller ID: ______
Locations that open or close on different days than the rest: ______
The location you would start with, if you start with one: ______

Section 3: Roles and scopes

Capability and location scope are assigned per role and validated at request time, not at login. An agent only finds contacts they are allowed to see. Discovery needs the roles you run today and which locations each one covers.

Number of agent seats: ______
Number of managers: ______
Admins (who can change configuration): ______
Compliance or security lead (who will review the ledger and sign the BAA): ______

For each role, note the locations it covers and what it may do.

Role	Locations covered	Can book into the EHR	Can take payments
Agent	______	______	______
Manager	______	______	______
Admin	______	______	______

Agents who work more than one location: ______
Managers who approve deferrals for more than one location: ______
Overnight or after-hours coverage, and who reviews it in the morning: ______

Before any touch, a contactability preflight checks consent, local time, attempt caps, and channel blocks, per channel. It is re-validated at execution time, not at the start of the shift. To build that check, discovery needs to know what counts as consent for you and where it is recorded.

For each channel:

Channel	What counts as consent	Where it is recorded
Voice	______	______
SMS	______	______
Email	______	______

Where a do-not-contact request is recorded today: ______
Who can mark a contact do-not-contact: ______
Consent rules that differ by state or by location: ______
Channels you do not use at all: ______

Section 5: Quiet hours, cadence, and caps

Retries follow a set cadence with an attempt cap, so nobody calls a contact five times in an afternoon. A callback that drifts toward its SLA is routed to a manager for approval instead of quietly slipping. These rules are configured per location.

Fill in what you enforce today, even if it is informal.

Rule	Location 1	Location 2
Quiet hours start (local)	______	______
Quiet hours end (local)	______	______
Retry cadence (e.g. 2h → 4h → next business day)	______	______
Attempt cap	______	______
Callback SLA window	______	______
Who approves a deferral past the window	______	______

Holidays on which no outbound contact should happen: ______
Channels with different quiet hours than voice: ______
What happens today when an attempt cap is reached: ______

If you have not defined these, say so. The callback SLA playbook in this series walks through choosing them.

Section 6: Dispositions

Every outcome is a disposition from your list. The list is part of the location configuration and is versioned like everything else. Start with what your agents record today.

Current disposition list (as written, in order): ______
Dispositions that trigger a next step (a callback, a booking, a hold): ______
Dispositions that exist but are never used: ______
Where dispositions are recorded today (CRM field, note, spreadsheet): ______

Section 7: Guidance

Scripts and playbooks are versioned and approved before an agent sees them beside a contact. If you have scripts, discovery will ask for the current versions and who approves changes.

Where agent scripts live today: ______
Who approves a script change: ______
Scripts that differ by location or language: ______

Section 8: The operations owner

Onboarding asks for one operations owner. This person reviews each configuration revision, approves it, and is the one we call when something changes. They do not need to be technical. They need to know your locations, your rules, and who to ask.

Name and role: ______
Time available during the build and beta (hours per week): ______
Who covers when they are out: ______
Agents and a manager available for beta testing: ______

Before the call

Run through this list once the sections above are filled in.

Every system in Section 1 has a named admin owner.
You know, or know who knows, whether each system exposes an API.
Every location has a time zone and business hours.
Every role has a list of locations it covers.
Consent is defined for each channel you use, with a place it is recorded.
Quiet hours and an attempt cap exist for at least one location, even if provisional.
The disposition list is written down as agents use it.
The operations owner is named and has time blocked.
Your compliance lead knows a BAA will be signed and has read the security page.

What discovery produces

At the end of discovery you get a written inventory and a connector plan: which connectors exist today, which we would build, and what each one reads, writes, and never returns. The quote follows, in writing, before any work starts. Nothing in this worksheet commits you to anything. It makes the first conversation shorter and the second one possible.