Testing your agent
How to talk to your agent as if you were a customer, without creating opportunities or notifying your team.
Before your agent answers a customer, talk to it yourself. The place to do it is the Playground: a test conversation with the same agent that serves your customers, with what you've configured so far.
It's only a test. It doesn't create opportunities, it doesn't notify your team and it doesn't draw on your opportunity allowance.
Where it is
In Agents, in the Playground view, next to Assigned, Unassigned and To create.
Choose who to test
If you have more than one agent, choose which. It answers with what you've already configured.
Write to it like a customer
Write what a person would write to you, or start with one of the suggested messages: "Hi, I have a question", "How much is it?", "Where are you located?".
Fix and test again
If you don't like a reply, tap Edit agent, change whatever's needed and come back. Start over gives you a clean conversation.
Testing without something
Under What it answers with you can switch pieces off to see how it replies without them. It only changes that test: with your customers the agent stays the same.
| Switch | What it's for |
|---|---|
| Your packages | Seeing how it replies if you didn't have the catalogue loaded yet |
| Knowledge base | Seeing how it replies without your documents and pages |
| What it sells | Seeing how it would reply if it sold another line of your industry |
It's the fastest way to find out what's missing: if you switch off the catalogue and the reply doesn't change, the catalogue wasn't helping it with that question.
What's worth testing
- What you get asked most. Prices, dates, payment methods, where you're located.
- Something you don't sell. To see that it doesn't offer it.
- A full inquiry, end to end: watch which data it asks for and at what point it would say it's handing it to you.
- Your rules. Write it exactly what a rule has to block.
Testing on a real channel
The Playground is text only. To see how it looks on WhatsApp or Instagram, write to the connected channel from another phone. Keep three things in mind:
- That conversation is real. It creates an opportunity on your board and notifies your team. When you're done, archive the opportunity: it's deleted after 30 days.
- Don't test from a number the agent has to ignore. If the contact is marked so the agent doesn't step in, it won't reply to you.
- Turn off WhatsApp Business auto-replies on the phone you're testing from. If an automatic message answers on the other side, the agent stops so it doesn't end up talking to another bot.
Voice notes are tested separately: in the agent's Identity tab, with Listen.