Delivery Guide

Best practices, tips, and checklist items to get the most out of Cast.app automated Digital Customer Success.

Design & Configuration

Project Settings

Best Practices:

  • Enable Ask Me Anything (AMA): Our Digital CSM can answer your customers’ frequently asked questions regarding their subscription, account, or usage.
  • Create recommendations to articles tailored to your customers’ interests or have them contact a Customer Success Manager or Account Executive.

Checklist:

  • Project Logo, Account name, Account logo in Player Header Bar
  • Check the Default value is set for Customer Account Name and Contact Name
  • Check the correct project logo is uploaded
  • Check correct icon for in-app (Customer Center) is uploaded

Contact Dataset

Checklist:

  • Verify the correct contact list is selected and verify the contacts and count match the source
  • Verify contact mapping (Workflow > Settings > Contact Data Aliases, Types, and Defaults)
  • Text Color in default appearance: Make sure the Text color selected works with the background color or background images

Ask Me Anything Configuration

Best Practices:

  • Enable AMA to let your Digital CSM answer customers’ frequently asked questions regarding their subscription, account, or usage.
  • Configure multiple agent personas for different use cases (lifecycle, feedback, custom).
  • Attach relevant Knowledge Base documents to agents for accurate, context-aware responses.
  • Use project-level AMA context for information available across all slides.
  • Use slide-level AMA context for slide-specific information.

Checklist:

  • Verify AMA and Mic are configured
  • Verify project-level AMA Context is set
  • Verify slide-level AMA Context where applicable
  • Check unanswered message fallback is configured
  • Check default greeting message is appropriate

Agent Personas

Checklist:

  • Cast/Lifecycle Agent - Verify agent is enabled and configured
    • Agent label (persona description) is set
    • Agent names (male/female variants) are correct
    • First messages (male/female greetings) are appropriate
    • Knowledge Base documents are attached
  • Feedback Agent - If using NPS/CSAT feedback
    • Agent label describes feedback purpose
    • First message prompts for feedback appropriately
  • Custom Agents - If using custom ElevenLabs agents
    • Agent ID is correct
    • Agent label and names are configured
    • Knowledge Base documents are attached

Knowledge Base

Best Practices:

  • Create Knowledge Base documents at the organization level for reuse across projects.
  • Use URL scraping for dynamic web content that may change.
  • Use file upload for static documents (PDFs, policies, guides).
  • Attach relevant documents to each agent persona for accurate responses.
  • Enable auto-refresh for URL-based documents to keep content current.
  • Use descriptive titles for easy identification when attaching to agents.

Document Creation

Checklist:

  • Single URL Documents
    • URL is valid and accessible
    • Content scraped successfully (status: uploaded)
    • Title is descriptive
  • Batch URL Documents (multiple URLs combined)
    • All URLs are valid (up to 50 URLs)
    • Combined content is coherent
    • Title reflects combined content
  • Website Crawl Documents
    • Domain URL is correct
    • Max pages setting is appropriate
    • Include patterns are set (if needed)
    • Exclude patterns are set (if needed)
    • Crawl completed successfully
  • File Upload Documents
    • File type is supported (PDF, DOCX, TXT, HTML, MD)
    • File content is readable
    • Title matches document purpose
  • Text Documents
    • Content is complete and accurate
    • Title is descriptive

Document Management

Checklist:

  • All documents show status “uploaded” (green)
  • Failed documents are retried or removed
  • Duplicate content is avoided (check content hash)
  • Auto-refresh is enabled for URL documents that change
  • Old/outdated documents are deleted
  • Document titles are clear and identifiable

Agent Document Attachment

Checklist:

  • Each agent persona has relevant documents attached
  • Documents are attached via Project Settings > Agent Personas
  • Verify attached documents list per agent
  • Remove irrelevant documents from agents
  • Test AMA responses use attached document content

Fonts

Best Practices:

Checklist:

  • Check the correct title and content fonts are set based on user requirement

Palette Colors

Best Practices:

  • Set the color palette used in your company’s branding in your project settings.

Checklist:

  • Check at least 3 colors are added and make sure they will be visible correctly with the background (used by chart segments)

Avatars & Voices

Checklist:

  • Check correct Male or Female avatar is selected with the correct Accessory
  • Confirm the proper voice cache and premium voice IDs are set correctly

Feedback Title and Narration

Checklist:

  • Check correct or dynamic title is overridden correctly
  • Check the override narration is aligned with all slides (plays after the last slide of any path)
  • If mp3 is set, check the correct name and it’s playing correctly

Workflow

Recommendations

Checklist:

  • Verify always-show (static), narration-linked (dynamic), customer center, and AMA recommendations

Pronunciations, Grammar, and Spelling

Checklist:

  • Check word pronunciation is correct
  • Note: pronunciations are at account level and available to all projects

Fields & Snippets

Best Practices:

  • Consider using “_snippetName” to correct contact variables and use them everywhere:
    • _first_name for contact_name
    • _accountName
    • _maleAvatarName
    • _femaleAvatarName

Checklist:

  • Ensure decimal points are correct in fields
  • Capitalize the first name in contact_name when you create a snippet

Slides

Line & Area, Widgets

Checklist:

  • Check that the date, prefix, and suffix formats are correct
  • For any highlighted segment with no data, verify narration-level conditions are set to avoid generation
  • Check the data and highlights are set dynamically for automatic updates based on month or quarter data
  • Test narration conditions for cases where no data is available for a segment

Checklist:

  • Validate navigation conditions (e.g., hiding or showing content based on roles)
  • Ensure these navigation conditions also apply to narration
  • Check that default paths and narration are functioning correctly
  • Test for empty paths and ensure proper handling
  • Conditional Paths: Make sure if conditions are applied at path, they should be applied to narrations as well and in Show Me Everything

Button Layout & SVG Animations

Checklist:

  • Ensure SVG animations are correct
  • Verify that the correct segment is highlighted during narration changes
  • Remove any override values set during testing

Form Slides

Checklist:

  • Verify the button text on form slides is set correctly
  • Ensure the correct CSM address is added; if not found, set default (prefilled) values appropriately

Email Setup & Content

Email Setup

Best Practices:

  1. Send emails from Cast using your domain.
  2. The email should come from someone your customer is familiar with:
    • Always send emails from the person with the best relationship with the contact (CSM, Director, manager, account executive, or VP).
    • Have a fallback email to send from.
  3. Recommend 3 reminders to maximize results.
  4. Time your emails; send them when they are most likely to read, like mornings and weekdays. Tuesday tends to be the best day to send emails.

Checklist:

  • Verify that the Generate conditions are correct
  • Verify sender settings
  • Verify reminder settings are correct
  • Check the domain is verified and DNS records are added
  • Check the sender data set from the contact list and default value is set correctly

Email Content

Best Practices:

  1. Always personalize the Subject:
    • Keep it less formal and more conversational
    • Shorter email subjects are better
    • Note: 64% of people determine whether to open an email based on the Subject line
  2. Always personalize the Body:
    • Create templates that look like how a CSM would write to a customer (conversational, not marketing-style)
    • 1:Many campaigns may have fonts, background images, etc.
    • 1:1 emails should be personalized for the recipient
    • Avoid sales-y language; compose as if writing to a friend
  3. Give value in emails and encourage click-through to the presentation:
    • Include a metric they’d be interested in
    • Offer something free (eBook, resource)
    • Consider giveaway contests
  4. Personalize the button text using name and apostrophe-s logic
  5. Have both the link and button in the email (people can click button, link, or GIF)
  6. Move the link or button higher up in the email (visible without scrolling on mobile and desktop)
  7. Add a GIF with 800 x 600 size
  8. Add at least one recommendation action in the email
  9. Have at most 1 unsubscribe (only if required, since the customer already has a relationship)
  10. Ensure email font matches the presentation font
  11. Ensure email colors use company colors
  12. Do not use SVG images in the email body (use PNG, JPG, GIF instead)

Checklist:

  • Check correct email subject is set
  • Check correct body is set and images show correctly in different email providers (Gmail, Outlook)
  • If content changes based on language, check for 2-3 contacts and the default
  • Check that CC, BCC, and additional contacts are set correctly
  • The link/button is prominent and high up in the message
  • Use “Send me this email” to check formatting in: Outlook, Web Outlook, Gmail, Mac Mail
  • Signature: Use PNG images (SVG does not work on several email clients)
  • Check unsubscribe option
  • Reminder subjects have: First Reminder, Reminder, Final Reminder
  • Check Reminder configuration

Preannouncement Email

Checklist:

  • Share an email template for preannouncement
  • Send pre-announcement before delivering emails for the first time to an account

Warming Up Domains

Best Practices: If you have yet to send out emails from the domain you are using for delivery, we recommend using an email warmup tool. This will help your emails reach customers and avoid spam folders or promotional tabs.

It usually takes 3-4 weeks for your domain to be adequately warmed up, but this time can be longer if your domain is fresh.

Campaign & Customer Center

Campaign

Checklist:

  • Data Validation: Use the data validation page to review data thoroughly
  • Check that the campaign is generated correctly
  • If premium voices are set, verify caching status is showing on the card
  • Archive unnecessary campaigns

Customer Center (In-App)

Checklist:

  • Check the in-app info page is set correctly
  • Check fallback contact is set in the script
  • Check correct start point is selected in the script
  • In-app popup: correct timeout and message is set from snippets
  • If making changes, ensure the campaign generated reflects the changes

Pre-Send Check

Checklist:

  • Always Deliver to self and check for formatting, grammar, and visuals
  • Always perform a “Dry Run” of the campaign before delivering to customers
  • Review all Recommendations, especially web links, ae_email, csm_email, etc.
  • Ensure Show Me Everything has all the slides linked to it

AMA & Knowledge Base Verification

Checklist:

  • Test AMA by asking questions related to attached Knowledge Base content
  • Verify agent responds with accurate information from documents
  • Test AMA fallback message when question cannot be answered
  • Verify all agent personas are working correctly
  • Check AMA context is providing relevant slide information
  • Test agent greetings display correctly (male/female variants)
  • Verify Knowledge Base documents are in “uploaded” status
  • Confirm no pending or error status documents are attached to agents

Analytics & Post Delivery

Checklist:

  • When the final campaign is sent out, check after 30 minutes to see if delivered
  • Check the email analytics
  • If language is set from the contact list, check for 2-3 users
  • Path showing based on condition: check 2-3 contacts based on role or conditions set
  • Check website preview

AMA Analytics

Checklist:

  • Review AMA chat interactions in campaign analytics
  • Check total AMA interactions count
  • Review unique contacts using AMA
  • Inspect conversation history for quality of responses
  • Identify common questions for Knowledge Base improvements
  • Check if unanswered questions indicate missing KB content
  • Verify feedback agent responses are being captured (if enabled)
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