A new inquiry
Have a test contact ask about a viewing. Note which system creates the record, which line replies and who owns the next action. Keep the script simple enough to repeat across providers.
A changed time
Change the appointment in the system your team uses. Check whether an old reminder is cancelled and the person handling replies sees the new detail. This is a workflow requirement to test, not a claim that every provider supports it automatically.
A colleague steps in
Let a coordinator answer while the agent is unavailable. The returning agent should understand what happened without asking the client to repeat the conversation.
A message fails
Ask the provider how to simulate an unavailable recipient or failed send in an approved test setup. Record where the team sees the problem and who follows up. Keep those observations beside the quote.