HeyGent — Implementation Playbook (DSO)

HeyGent AI Receptionist Implementation Playbook

A Strategic Guide for DSO Deployment

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1. Executive Summary

What HeyGent Does

HeyGent is an AI-powered virtual receptionist that handles inbound and outbound patient communications—including phone calls, text messages, and web chat—using natural language processing to schedule appointments, answer common questions, manage recalls, and route complex inquiries to appropriate staff. The system operates 24/7, integrating with practice management systems to access real-time scheduling availability and patient records.

Why DSOs Specifically Benefit from AI Receptionists

Scale Advantage	DSO Benefit
Labor arbitrage	Replace or augment 15–50 front desk positions with a single platform; reduce per-location staffing costs by 0.5–1.0 FTE equivalent
Standardization	Ensure every patient across every location receives identical greeting scripts, scheduling protocols, and service recovery responses
Data aggregation	Centralized visibility into call volumes, missed calls, after-hours demand, and appointment conversion rates across the entire portfolio
Capacity leveling	Route overflow calls from high-volume locations to centralized handling or sister practices
Speed to scale	New acquisitions can be onboarded to enterprise communication standards within days rather than months of training

Expected Timeline: Decision to Full Deployment

Phase	Duration	Milestone
Pre-Implementation	Weeks 1–2	Vendor contract, technical discovery, baseline metrics
Pilot (Wave 1)	Weeks 3–6	2–3 locations live, KPIs validated
Expansion (Wave 2)	Weeks 7–10	Next 5–8 locations live
Full Deployment (Wave 3+)	Weeks 11–16	Remaining locations live
Optimization	Weeks 17–24	ROI validation, workflow refinement

Total Timeline: 4–6 months for a 15–50 location DSO, depending on IT infrastructure variance and integration complexity.

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2. Pre-Implementation Checklist (Weeks 1–2)

Technical Requirements

Network Infrastructure

☐ Minimum 50 Mbps download/10 Mbps upload per location (100 Mbps recommended for concurrent call handling) ☐ VoIP-compatible network configuration with QoS prioritization for voice traffic ☐ Static IP addresses or FQDN availability for API callbacks ☐ Firewall whitelist for HeyGent server IP ranges (obtain from vendor) ☐ ⚠️ Verify SIP trunk compatibility if replacing existing phone system

Hardware

☐ No on-premise hardware required (cloud-hosted solution) ☐ Optional: Dedicated tablet or monitor for real-time call monitoring dashboard at front desk ☐ Headsets with USB connectivity for staff monitoring/takeover scenarios

Software & Integrations

☐ Practice Management System (PMS) with API access enabled:

• Dentrix (G7 or later with eCentral subscription)
• Eaglesoft (21.00 or later)
• Open Dental (version 19.4 or later)
• Curve Dental, Denticon, or Dentistry.One (confirm API availability) ☐ Patient communication platform integration (if applicable): Weave, RevenueWell, Lighthouse 360 ☐ 🔵 Confirm HeyGent API documentation and sandbox access from vendor (allow 3–5 business days)

Vendor Onboarding Steps

Timeline: Days 1–5

☐ Execute Master Services Agreement and Business Associate Agreement (BAA) — Estimated: 2–3 days ☐ 🟣 Executive sign-off on BAA terms (legal/compliance review required) ☐ 🔵 Receive vendor welcome packet including:

• Dedicated implementation manager contact
• Technical support escalation matrix
• API documentation and credentials
• Training resource library access ☐ Schedule kickoff call with vendor implementation team — Duration: 60 minutes ☐ Establish communication cadence (recommend: 2x weekly during implementation)

Key Vendor Contacts to Establish:

Role	Purpose	Expected Response Time
Implementation Manager	Day-to-day project coordination	Same business day
Technical Integration Specialist	API, PMS connectivity issues	4 hours
Customer Success Manager	Strategic alignment, escalations	24 hours
Tier 2 Support	Production incidents	1 hour (business hours) / 4 hours (after hours)

Data/Access Prerequisites

Timeline: Days 3–10

☐ PMS administrator credentials for each location (or centralized admin if single database) ☐ API keys or OAuth tokens for PMS integration ☐ Phone system administrator access for call routing configuration ☐ ⚠️ Export of current appointment types, provider schedules, and location-specific booking rules ☐ Sample call recordings (minimum 50 per location) for AI training customization ☐ Patient FAQ document or common question list per location/specialty ☐ Holiday schedule and special hours for each location (next 12 months)

Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder Level	Who	Communication Need	Approval Required
Board/Investors	Board members, PE sponsors	ROI thesis, timeline, risk mitigation	🟣 Budget approval, vendor selection
C-Suite	CEO, COO, CFO, CDO	Strategic alignment, resource allocation	🟣 Initiative approval, KPI targets
Regional Managers	Regional VPs/Directors	Rollout sequencing, location-level concerns	☐ Wave assignment, local resourcing
Office Managers	Location OMs	Day-to-day workflow changes, training	☐ Go-live readiness sign-off
Providers	Dentists, specialists	Patient experience impact, override protocols	☐ Workflow acceptance
IT/Operations	Central IT, helpdesk	Technical requirements, support model	☐ Security sign-off

Alignment Actions

☐ 🟣 Brief board/investors on AI adoption strategy and expected ROI — Duration: 30 minutes ☐ 🟣 Obtain C-suite approval on rollout timeline and success metrics — Duration: 60 minutes ☐ Conduct regional manager orientation (virtual) — Duration: 90 minutes ☐ Send office manager communication introducing HeyGent with FAQ — Estimated read time: 10 minutes

Baseline Metrics to Capture

Critical: Standardize measurement methodology across all locations BEFORE go-live to enable valid cross-location comparison.

Required Baseline Metrics (capture 30 days of data minimum)

Metric	Definition	Data Source	Measurement Protocol
Call volume	Total inbound calls per day	Phone system reports	Pull daily logs for 30 days
Missed call rate	% of calls not answered within 3 rings	Phone system reports	Include after-hours
Abandonment rate	% of callers who hang up while on hold	Phone system reports	Segment by time of day
Average speed to answer	Seconds until call answered by human	Phone system reports	Exclude IVR time
Appointment conversion rate	% of inbound calls that result in scheduled appointment	PMS cross-referenced with call logs	Sample audit 100 calls per location
After-hours call volume	Calls received outside business hours	Phone system reports	Track 7-day pattern
Front desk labor hours	Hours spent on phone-related tasks	Time studies or staff estimation	Survey OMs with standardized form
Patient no-show rate	% of scheduled appointments not attended	PMS reports	Baseline for confirmation impact
Recall reactivation rate	% of recall patients who schedule within 30 days of outreach	PMS reports	Current outreach method baseline

Baseline Data Collection Protocol

☐ Distribute standardized baseline data collection template to all locations ☐ Assign regional manager accountability for data quality per region ☐ 🔵 Request HeyGent analytics requirements to ensure baseline compatibility ☐ Aggregate baseline data into central repository (recommend: shared dashboard or spreadsheet) ☐ ⚠️ Validate data completeness—reject locations with >20% missing data for re-collection

Enterprise-Level Requirements

Network Standards Across Locations

☐ Document current network architecture per location (ISP, bandwidth, router model) ☐ Identify locations requiring network upgrades before deployment ☐ Establish VPN or private connectivity requirements for API traffic (if required by security policy) ☐ 🟣 Approve network upgrade budget for non-compliant locations — Estimated: $500–$2,000 per location

Hosting Architecture Decision

☐ 🟣 Decision Required: Centralized vs. location-level hosting

Architecture	Pros	Cons	Recommended For
Centralized	Single pane of glass, unified reporting, lower vendor cost	Single point of failure, latency for distant locations	DSOs with strong central IT, single PMS database
Location-Level	Resilience, location autonomy, easier rollback	Higher cost, reporting aggregation complexity	DSOs with mixed PMS systems, acquired practices
Hybrid	Central control plane, local execution	Implementation complexity	Large DSOs (50+ locations)

Recommendation for 15–50 location DSOs: Centralized hosting with regional failover nodes if locations span multiple time zones.

Identity & Access Management

☐ 🔵 Confirm HeyGent SSO compatibility (SAML 2.0, OAuth 2.0, OIDC) ☐ Map HeyGent roles to enterprise directory groups:

• System Admin (central IT only)
• Regional Admin (regional managers)
• Location Admin (office managers)
• User (front desk staff, view-only) ☐ Configure SSO integration with identity provider (Okta, Azure AD, Google Workspace) ☐ ⚠️ Test SSO with pilot users before broad rollout

Centralized Credentialing

☐ Establish credential vault for PMS API keys (recommend: HashiCorp Vault, AWS Secrets Manager) ☐ Document credential rotation policy (recommend: 90-day rotation) ☐ Assign credential management ownership to central IT

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3. Location Readiness Assessment

Readiness Scoring Framework

Score each location on the following factors using a 1–5 scale. Composite scores determine rollout wave assignment.

Factor 1: IT Infrastructure Maturity

Score	Criteria
5	Fiber internet (100+ Mbps), modern router (<3 years), VoIP phone system, PMS current version
4	Cable internet (50+ Mbps), router <5 years, VoIP or hybrid phone, PMS within 1 version of current
3	Cable internet (25–50 Mbps), router 5–7 years, analog phone with SIP gateway possible, PMS 2 versions behind
2	DSL or inconsistent connectivity, aging network equipment, analog phone requiring replacement, PMS outdated
1	Unreliable internet, no IT support on-site, phone system incompatible, PMS not integratable

Factor 2: Staff Tenure and Adaptability

Score	Criteria
5	OM tenure >3 years, front desk turnover <10%, history of successful tech adoption, high tech comfort
4	OM tenure 2–3 years, turnover 10–20%, prior tech projects completed, moderate tech comfort
3	OM tenure 1–2 years, turnover 20–30%, mixed tech adoption history, average tech comfort
2	OM tenure <1 year, turnover 30–50%, tech adoption struggles, low tech comfort
1	OM position vacant or new, turnover >50%, active resistance to change, tech averse

Factor 3: Patient Volume

Score	Criteria	Risk/Reward
5	High volume (>80 calls/day)	Highest impact, highest complexity
4	Above average (60–80 calls/day)	Strong impact, manageable risk
3	Average (40–60 calls/day)	Moderate impact, moderate risk
2	Below average (20–40 calls/day)	Lower impact, lower risk
1	Low volume (<20 calls/day)	Minimal impact, easy testing

Note: For Wave 1, mid-range scores (2–3) are preferable—enough volume to validate but not so high that failures are catastrophic.

Factor 4: Tech Stack Compatibility

Score	Criteria
5	PMS with proven HeyGent integration, compatible communication platform, no conflicting tools
4	PMS with documented API, minor configuration needed, compatible ancillary systems
3	PMS requires custom integration work, some conflicting workflows to reconcile
2	PMS integration untested, significant workflow conflicts, multiple manual workarounds needed
1	PMS not supported, incompatible phone system, major technical barriers

Factor 5: Local Champion Availability

Score	Criteria
5	Tech-forward provider or OM actively volunteering, prior successful tech leadership, available bandwidth
4	Willing OM or senior front desk with good tech skills, some bandwidth available
3	OM willing but not tech-savvy, or tech-savvy staff with limited time
2	No clear champion identified, OM skeptical but compliant
1	Active resistance from leadership, no potential champions, bandwidth crisis

Composite Scoring & Wave Assignment

Scoring Calculation

Composite Score = (Infrastructure × 1.5) + (Staff × 1.2) + (Volume × 0.8) + (Tech Stack × 1.5) + (Champion × 1.0)

Maximum possible: 30 points

Wave Assignment Matrix

Composite Score	Wave Assignment	Rationale
24–30	Wave 1 (Pilot) candidate	High readiness, success likely, good learning opportunity
18–23	Wave 2	Solid readiness, benefit from Wave 1 learnings
12–17	Wave 3	Moderate readiness, needs prep work before go-live
<12	Wave 4 (or defer)	Significant barriers, address infrastructure/staffing first

Wave 1 Selection Criteria (Pilot Locations)

Select 2–3 locations meeting these criteria: ☐ Composite score 24+ AND ☐ Champion availability score ≥4 AND ☐ Tech stack compatibility score ≥4 AND ☐ Patient volume score 2–4 (not highest volume) AND ☐ Geographic proximity to central support (if on-site support planned) AND ☐ Representative of portfolio (at least one GP, one specialty if applicable)

Sample Readiness Assessment Output

Location	Infra (×1.5)	Staff (×1.2)	Volume (×0.8)	Tech (×1.5)	Champion (×1.0)	Composite	Wave
Springfield Main	4 (6.0)	4 (4.8)	3 (2.4)	5 (7.5)	5 (5.0)	25.7	1
Riverside Dental	5 (7.5)	3 (3.6)	4 (3.2)	4 (6.0)	4 (4.0)	24.3	1
Oak Park Family	3 (4.5)	4 (4.8)	3 (2.4)	4 (6.0)	3 (3.0)	20.7	2
Downtown Pedo	4 (6.0)	2 (2.4)	5 (4.0)	3 (4.5)	2 (2.0)	18.9	2
Acquired Practice A	2 (3.0)	2 (2.4)	2 (1.6)	2 (3.0)	1 (1.0)	11.0	4 (Defer)

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4. Rollout Strategy

Recommended Wave Structure

For a 15–50 location DSO, deploy in 3–4 waves:

Wave	Locations	Duration	Purpose
Wave 1 (Pilot)	2–3 locations	4 weeks	Validate integration, refine scripts, identify issues
Wave 2	5–8 locations	3 weeks	Scale validated playbook, stress-test support model
Wave 3	8–15 locations	3 weeks	Full acceleration, parallel deployments
Wave 4 (if needed)	Remaining locations	2–4 weeks	Address deferred/remediated locations

Wave 1: Pilot Deployment Detail

Selection Criteria for Pilot Locations

☐ Composite readiness score 24+ (see Section 3) ☐ Strong local champion willing to provide detailed feedback ☐ ⚠️ Not your highest-volume or highest-revenue location (risk mitigation) ☐ Ideally includes one GP and one specialty (if portfolio is mixed) for workflow validation ☐ Within reasonable travel distance for in-person support if needed

Wave 1 Timeline

Week	Activities
Week 3	PMS integration, phone system configuration, script customization
Week 4	Staff training, parallel testing (AI handles calls with human shadow)
Week 5	Go-live with monitoring, daily check-ins
Week 6	Stabilization, metrics review, playbook refinement

Parallel Run Period

Recommended Duration: 5–7 business days

During parallel run:

• HeyGent answers calls and schedules appointments
• Human staff shadows/monitors all interactions
• Human can intervene/take over at any point
• All HeyGent actions logged for review

☐ Train staff on monitoring dashboard and takeover protocol ☐ Document all interventions and reasons ☐ Daily debrief with champion: what worked, what failed, what needs script adjustment

Wave Advancement: Go/No-Go Criteria

Go Criteria (all must be met to advance)

Criterion	Threshold	Measurement
Call completion rate	≥85% of calls handled without human takeover	HeyGent analytics
Appointment accuracy	≥95% of scheduled appointments correctly entered in PMS	Manual audit
Patient complaint rate	No increase from baseline	Patient feedback, staff reports
Staff satisfaction	≥70% positive on pulse survey	5-question survey (Section 9)
Critical bugs	Zero unresolved P1 issues	Vendor issue tracker
Uptime	≥99.5% during business hours	HeyGent SLA reporting

No-Go Triggers

If any of the following occur, pause advancement:

• ⚠️ Call completion rate <70%
• ⚠️ Patient complaints increase >25% from baseline
• ⚠️ PMS integration failures affecting >5% of appointments
• ⚠️ Unresolved security or HIPAA concerns
• ⚠️ Champion or OM requests pause

Between-Wave Learning Capture

☐ Conduct Wave retrospective meeting (90 minutes) — Attendees: champions, regional manager, implementation team ☐ Document: Top 5 issues encountered, resolution for each, script changes made ☐ Update configuration template based on learnings ☐ Update training materials based on staff feedback ☐ Communicate learnings to next wave locations

Minimum buffer between waves: 1 week

Rollback Plan

If a wave fails (no-go criteria triggered) or critical issues arise post-go-live:

Immediate Actions (Within 4 hours)

☐ Reroute calls from HeyGent back to human reception (phone system config) ☐ Notify affected location staff and OM ☐ Notify vendor support with detailed issue description ☐ Notify regional manager and central team

24-Hour Actions

☐ Root cause analysis with vendor ☐ Impact assessment: patient appointments affected, data integrity check ☐ Communication to affected patients if appointments were mishandled ☐ 🟣 Brief C-suite on issue and remediation plan

Remediation Path

☐ Define fix scope and estimated timeline with vendor ☐ Test fix in pilot location before re-deployment ☐ Re-train staff if workflow changes required ☐ Re-attempt go-live with extended parallel run

Critical: Rollback at one location does NOT automatically affect other locations already live. Assess independence of root cause before cascading action.

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration

Estimated Time: 4–6 hours

☐ Verify Dentrix version (G7 or later required) ☐ Confirm eCentral subscription is active (required for API access) ☐ 🔵 Request HeyGent Dentrix integration credentials from vendor ☐ Install Dentrix Connector (provided by HeyGent) ☐ Configure API connection:

• Server URL: [from eCentral admin]
• API Key: [from credential vault]
• Office ID: [unique per location] ☐ Map data fields:
• Appointment types → HeyGent appointment categories
• Provider schedules → HeyGent availability
• Operatories → Scheduling constraints ☐ ⚠️ Test appointment creation: create test appointment via HeyGent, verify in Dentrix ☐ Test appointment retrieval: confirm HeyGent can read existing appointments ☐ ⚠️ Test patient lookup: verify HeyGent can find existing patients by name/DOB/phone ☐ Test new patient creation: confirm demographics populate correctly in Dentrix

Eaglesoft Integration

Estimated Time: 4–6 hours

☐ Verify Eaglesoft version (21.00 or later required) ☐ Enable Patterson API module (may require Patterson support) ☐ 🔵 Request HeyGent Eaglesoft integration package from vendor ☐ Configure API endpoint:

• Server: localhost or network path to Eaglesoft server
• Port: [default 8080, confirm with IT]
• Authentication: service account credentials ☐ Map data fields (similar to Dentrix above) ☐ ⚠️ Test suite: appointment CRUD, patient lookup, new patient creation ☐ Note: Eaglesoft requires on-premise connector component; ensure IT can support

Open Dental Integration

Estimated Time: 3–4 hours

☐ Verify Open Dental version (19.4 or later) ☐ Enable API (built-in; navigate to Setup > API) ☐ Generate API key with appropriate permissions:

• Read: Patients, Appointments, Providers, Schedules
• Write: Appointments, Patients ☐ 🔵 Configure HeyGent with Open Dental API key ☐ Test suite: appointment creation, patient lookup, schedule retrieval ☐ Note: Open Dental API is RESTful and well-documented; typically fastest integration

Enterprise Integration Notes

☐ For DSOs with centralized PMS database: single integration point, simpler management ☐ For DSOs with distributed PMS instances: integration per location required ☐ Document integration status per location in central tracker

Phone System Configuration

Estimated Time: 2–4 hours per location

☐ Determine phone system type:

• Cloud VoIP (RingCentral, Nextiva, 8x8): API-based routing
• On-premise VoIP (Cisco, Avaya): SIP trunk configuration
• Traditional analog: requires SIP gateway installation ☐ 🔵 Obtain HeyGent phone number or SIP trunk credentials ☐ Configure call routing:
• Option A: All calls route to HeyGent first, overflow to humans
• Option B: HeyGent handles specific call types (recalls, confirmations)
• Option C: HeyGent handles after-hours only ☐ 🟣 Decision Required: Choose routing model for enterprise standard ☐ Configure backup routing: if HeyGent unreachable, calls route to human ☐ Test inbound call flow: verify greeting, menu options, transfer protocols ☐ Test outbound call flow: verify recall calls, appointment confirmations

Test Environment Setup

Centralized Test Environment (Recommended)

☐ 🔵 Request HeyGent sandbox environment with production parity ☐ Connect sandbox to PMS test instance (not production data) ☐ Configure test phone number for validation calls ☐ Grant test environment access to central IT, regional leads, pilot champions

Validation Checklist

Before production go-live, validate each scenario:

Scenario	Pass/Fail	Notes
New patient appointment scheduling	☐
Existing patient appointment scheduling	☐
Appointment cancellation	☐
Appointment rescheduling	☐
Provider-specific scheduling (hygienist vs. doctor)	☐
After-hours inquiry handling	☐
Emergency call routing to on-call provider	☐
Spanish language handling (if applicable)	☐
Insurance question deflection/escalation	☐
Transfer to human request	☐
Voicemail fallback	☐

Data Migration / Historical Data Ingestion

Estimated Time: Varies (1–8 hours per location)

☐ Determine data ingestion scope:

• Patient database (for lookup/recognition)
• Appointment history (for context)
• Recall lists (for outbound campaigns) ☐ ⚠️ Data cleansing: remove duplicates, fix phone number formatting ☐ Export data in HeyGent-compatible format (typically CSV or API bulk load) ☐ 🔵 Submit data to HeyGent for ingestion ☐ Validate data load: spot-check 50 patients per location

Security and HIPAA Compliance Verification

Enterprise-Level HIPAA Checklist

Item	Status	Owner	Notes
☐ Business Associate Agreement (BAA) executed		Legal	🟣 Requires executive signature
☐ HeyGent SOC 2 Type II report reviewed		Compliance	Request from vendor
☐ Data encryption at rest confirmed (AES-256)		IT/Vendor	🔵 Vendor provides attestation
☐ Data encryption in transit confirmed (TLS 1.2+)		IT/Vendor	🔵 Vendor provides attestation
☐ Access controls documented		IT	Role-based access, SSO integration
☐ Audit logging enabled and accessible		IT	Verify retention period (recommend: 7 years)
☐ Data residency confirmed (US only, if required)		Compliance/IT	🔵 Vendor provides documentation
☐ Breach notification procedures documented		Compliance	Include in BAA or addendum
☐ Minimum necessary standard enforced		IT	HeyGent accesses only required data
☐ Staff access termination procedures defined		HR/IT	Offboarding removes HeyGent access
☐ PHI data retention/deletion policy agreed		Compliance	Align with DSO retention policy

Data Governance

☐ Define who owns HeyGent data (DSO retains ownership of all patient data) ☐ Document data portability: how to extract data if vendor relationship ends ☐ 🟣 Approve data governance framework with CDO/compliance officer

Standardized vs. Location-Specific Configuration

Standardized Configuration Template

These settings should be identical across all locations:

Setting	Standardized Value	Rationale
Greeting script	"Thank you for calling [DSO Brand]. How may I help you?"	Brand consistency
Business hours definition format	HH:MM AM/PM, timezone specified	Reporting consistency
Appointment type naming	Standard list (New Patient, Recall, Emergency, etc.)	Cross-location analytics
Escalation phrases	"Let me connect you with a team member"	Training consistency
HIPAA-compliant responses	Pre-approved scripts for PHI handling	Compliance
After-hours behavior	Offer voicemail, emergency hotline	Risk mitigation
Language support	English + Spanish (if applicable)	Brand standard

Location-Specific Configuration

These settings should be customized per location:

Setting	Localize?	Notes
Location name/address	Yes	Obvious
Provider names and schedules	Yes	Varies by location
Appointment types offered	Yes (within standard list)	Some locations may not offer certain services
Specialty-specific scripts	Yes	Pediatric vs. oral surgery vs. GP
Holiday schedule	Yes	Regional holidays may vary
Emergency on-call number	Yes	Location-specific
Local promotion scripts	Yes (with approval)	Regional marketing campaigns

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6. Team Training Plan

Train-the-Trainer Model

Model Overview

Rather than HeyGent vendor training every employee at every location, we certify one Champion per location who delivers training to their team.

Benefits:

• Scalable across 15–50 locations
• Champion provides peer credibility
• Localized Q&A and troubleshooting
• Sustainable model for new hire onboarding

Champion Selection Criteria

☐ Current role: Office Manager, Lead Receptionist, or tech-forward Provider ☐ Tenure at practice: minimum 6 months ☐ Tech comfort: above average (self-assessed or manager-assessed) ☐ Influence: respected by peers, good communicator ☐ Availability: 4–6 hours for training certification, ongoing 1–2 hours/week for support

Champion Responsibilities

1. Complete champion certification training (vendor-led or central team-led)
2. Deliver role-specific training to all location staff
3. Serve as first-line support for HeyGent questions
4. Report issues to regional manager / central team
5. Participate in weekly champion community calls (first 4 weeks)
6. Train new hires on HeyGent within first week of employment

Champion Certification Training

Duration: 4 hours (recommend: 2 × 2-hour sessions)

☐ 🔵 Session 1: HeyGent Platform Deep Dive

• Complete system navigation
• Configuration options
• Dashboard and analytics
• Troubleshooting common issues ☐ Session 2: Train-the-Trainer Skills
• Adult learning principles (10 minutes)
• How to deliver role-specific training modules
• Handling resistance and questions
• Using the training materials

Certification Assessment: ☐ Pass quiz on HeyGent functionality (80% minimum) ☐ Deliver mock training session to central team (observed) ☐ Receive Champion toolkit:

• Role-specific training slides
• Day 1 cheat sheets (printable)
• FAQ document
• Escalation contact sheet

Role-Specific Training Outlines

Front Desk / Receptionist Training