A practical guide for product, operations and engineering teams building voice agents from strategy through production.
Vapi raises $50M Series B
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Part 1
Strategy
Define your voice AI goals, evaluate build vs. buy, and build the business case.
~33 min• 4 chapters
Part 2
Discovery
Map customer journeys, identify automation hotspots, and scope your first voice agent.
~31 min• 2 chapters
Part 3
Design
Master conversation design, personas, prompt engineering, and multi-agent architectures.
~72 min• 6 chapters
Part 4
Build
Make architecture decisions, build tool contracts, set up telephony, and handle security.
~56 min• 4 chapters
Part 5
Test
Build your test pyramid, run conversation tests, and design pilots that prove value.
~30 min• 3 chapters
Part 6
Launch
Plan graduated rollouts, pass readiness reviews, and manage organizational change.
~28 min• 3 chapters
Part 7
Operate
Run day-to-day operations, build monitoring at three layers, and establish continuous QA.
~30 min• 3 chapters
Part 8
Improve
Mine conversation data and run weekly optimization loops that compound gains.
~19 min• 2 chapters
Part 9
Scale
Expand your agent portfolio, manage drift, and build lasting internal capability.
~30 min• 3 chapters
overview
What you’ll learn.
And how to avoid it. Map customer journeys, find the real hotspots, and score opportunities against your primary goal.
Define clear boundaries, supported intents, and success criteria so your first agent proves value fast.
Callers interrupt, change topics, and go off-script. Build dialogue that manages variance and knows when to escalate.
The gap is architecture. Build with explicit tool contracts, error handling, state management, and thorough testing.
Gradual rollout, kill switches, dashboards, alerts, and rollback plans. Because the first week in production will surprise you.
Use tight feedback loops and data-driven optimization to expand use cases and build internal capability across your organization.
Audience
Who this playbook is for.
Executive Leadership
Building the business case, setting risk boundaries, and making platform decisions.
Chapters: 1–4, 31–32
Product Managers
Selecting use cases, defining outcomes, and planning the roadmap from v1 to scale.
Chapters: 5–8, 21, 28–29
Engineering Leaders
Architecture, reliability, integration contracts, and observability in production.
Chapters: 15–21, 25–26
Operations & CX Leaders
Human-agent workflows, quality assurance, change management, and frontline adoption.
Chapters: 13, 22–24, 27