Bland Client Workspace Setup (Onboarding)

Bland Client Workspace Setup (Onboarding)

1. 01

   Create the client workspace and confirm compliance prerequisites before any agent build

   Open a Bland vendor account, set workspace settings, and pull the SOC 2 and HIPAA documentation so the agency can answer a client's security review before kickoff. Regulated verticals (healthcare, insurance, financial services, logistics) will ask for this in week one.

2. 02

   Select the plan tier that matches the client's call ceiling

   Start runs $0.14 monthly with 2 credits plus an inbound number, 10 concurrent calls, 100 calls/day, and 10 knowledge bases. Build is $299 monthly with 50 concurrent calls, 2,000 calls/day, 50 knowledge bases, and lower per-minute rates. Enterprise is custom-priced with concurrency sized to volume, on-prem or VPC, a forward deployed engineer, and BAA/SSO.

3. 03

   Map the client's intake flow into agent behavior with Norm

   Use Norm to describe the agent's behavior in plain language, then write test scenarios for edge cases (missed appointments, out-of-scope questions, escalation triggers) before connecting live systems.

4. 04

   Connect CRM and calendar endpoints

   Wire Salesforce, HubSpot, or Twilio through the integration settings and webhook endpoints so scheduling and record updates fire automatically. Confirm the client's telephony stack accepts the inbound number before cutover.

5. 05

   Load knowledge bases and set escalation rules

   Build up to 2 knowledge bases for the Starter offer (products, services, FAQs) and configure warm transfer to live staff for calls the agent should not close. Document the transfer path in the client handoff pack.

6. 06

   Run a pilot against real call volume and log latency

   Bland targets sub-second latency and supports 40+ languages. Test with the client's actual call recordings, then compare agent handling against the receptionist baseline the client reported.

7. 07

   Package the managed retainer and hand off

   The Bland Starter Voice Agent offer is $3,500 with 24h setup, aimed at funded startups or regional service businesses replacing or augmenting a receptionist. Deliver the recorded walkthrough and agent logic documentation, then set the monthly retainer to cover per-minute talk time ($0.12/min on Build) and transfer minutes ($0.04/min).