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Testing your AI agent before activating it is an essential step. The test environment lets you simulate real customer conversations, verify that skills trigger correctly, and catch any issues before they affect your actual customers. You can test as many times as you need — test conversations do not appear in your history and have no impact on live data.

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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.

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How to open the test window

1

Open AI Agents

In the left sidebar, click AI Agents.
2

Select your agent

Click on the agent you want to test.
3

Click Test Agent

Click the Test Agent button in the top-right corner of the screen.
A chat window will open where you can send messages and receive the agent’s responses in real time.

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How to run a thorough test

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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:

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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?

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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.

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4. Test specific scenarios

Work through different situations that might occur in real conversations. Scenario 1: Simple question
Scenario 2: Purchase intent
Scenario 3: Customer with a problem
Scenario 4: Request for a human agent
Scenario 5: Out-of-scope question

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What to look for

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Response quality

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Agent behavior

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Fixing issues found during testing

If you identify a problem, return to the appropriate tab and make adjustments before testing again.
1

Add missing training

Go to the Training tab and add the information the agent lacked.
2

Refine skills

Go to the Skills tab, adjust trigger conditions, and fix any actions that did not work as expected.
3

Update settings

Go to the Settings tab and adjust tone, emoji use, response splitting, or topic restrictions.
4

Update the profile

Go to the Profile tab to refine the agent’s behavior description or purpose.
5

Test again

Repeat the test after each adjustment. Keep refining until the results are satisfactory.
A well-tested agent delivers a better customer experience and reduces the need for human interventions. Invest time in testing before activating — it pays off quickly.