Why testing matters
- Validate training — Confirm the agent learned the right information.
- Test skills — Verify that automatic actions execute as configured.
- Catch problems early — Find issues before they reach real customers.
- Refine behavior — Adjust responses, tone, and skill conditions.
- Ensure quality — Deliver a great experience from the first real interaction.
How to open the test window
A chat window will open where you can send messages and receive the agent’s responses in real time.
How to run a thorough test
1. Simulate real customer messages
Type messages as if you were a real customer contacting your business. Start with the most common inquiries your team handles. Example messages to try:2. Evaluate the responses
Analyze each response the agent gives:- Is the response accurate and relevant?
- Does the tone match the configured style?
- Is the information current and correct?
- Is the reply clear and easy to understand?
- Is the agent polite and professional?
3. Verify skills are triggered
Check that the skills you configured execute correctly during the test. How to identify skill execution: When a skill runs, it appears as a blue box in the chat. It shows which action was taken. These boxes are only visible to you in the test view — your customers will not see them. Skills to verify:- Transfers — Send a message like “I want to speak with sales” and confirm the agent routes to the correct team.
- Labels — Say something like “I’m interested in the premium plan” and verify the label is applied.
- Notes — Provide relevant customer information and check that a note is created with the correct content.
4. Test specific scenarios
Work through different situations that might occur in real conversations. Scenario 1: Simple questionWhat to look for
Response quality
| Criteria | What to check |
|---|---|
| Accuracy | Are the facts correct? |
| Relevance | Does the response address what was asked? |
| Completeness | Is the answer sufficiently detailed? |
| Clarity | Is it easy to understand? |
Agent behavior
| Criteria | What to check |
|---|---|
| Tone | Does it match the configured style? |
| Empathy | Does the agent acknowledge the customer’s situation? |
| Professionalism | Does it maintain an appropriate posture? |
| Naturalness | Do the responses feel human? |
Fixing issues found during testing
If you identify a problem, return to the appropriate tab and make adjustments before testing again.Refine skills
Go to the Skills tab, adjust trigger conditions, and fix any actions that did not work as expected.
Update settings
Go to the Settings tab and adjust tone, emoji use, response splitting, or topic restrictions.