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Test every agent before you start it with real contacts. The Test button in the agent editor lets you call your own phone, talk in the browser, chat, or receive an email as if you were a contact, using sample values for each variable. Test conversations are kept in a history so you can compare versions of your script.

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Before you test

  • Save the agent. The Test button appears only when there are no unsaved changes. It’s hidden while Insights Mode is on.
  • Use an admin account. Only admins can run tests.
  • Have a channel ready. Phone tests need a phone number on the agent; chat tests need a messaging number; email tests need a mailbox.

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Test a voice agent

1

Open the test panel

Click Test in the editor header. The panel shows Tests history. Click Initiate a new test.
Agent editor on the Workflow tab with the Test button highlighted in the header and the test panel open on the right, showing an Initiate a new test button and the message No calls made yet

The Test button opens the test panel with Initiate a new test and the tests history.

2

Choose phone or web

Pick Phone Call to have the agent call you, or Web Call to talk in the browser through your microphone. Agents set up for the web widget default to Web Call.
3

Enter your details

Enter your number in International Phone Number (with the country code, for example +14155550123). Then fill in a value for each variable. Required variables are listed first.
Initiate a new test form on the Phone Call tab with required fields for name, International Phone Number, companyName, agentName, and productName, toggles for Load contact memories, Use a different language, and Use a different time zone, and a Start button

Initiate a new test: Phone Call or Web Call, your details, one field per variable, and the test options.

4

Set options and start

Adjust the options below and click Start. Your phone rings (or the web call connects) within a few seconds. Web calls also show any in-call forms in your script; phone tests don’t.

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Test options

If a pre-conversation action blocks the call, you’ll see “Call was not placed because it did not pass pre-call checks”.
In-call actions run for real during tests. An action that creates a CRM record or sends a message will do so. Point actions at a sandbox, or use a test contact in your systems.

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Test incoming calls

For an incoming agent, call the agent’s phone number from your phone, or use Web Call in the test panel. Incoming calls you place yourself are regular calls on the agent.

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Test a Text agent

Click Test, then Initiate a new test chat. Enter your phone number (international format with country code) and the variable values, then click Start Chatting. For incoming chat agents, also enter the Initial message the contact sends first. Reply from your phone to continue the conversation. See Test before you launch for channel-specific checks.

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Test an Email agent

Click Test, enter the address to receive the email, fill in the variables, and click Send Test Email. Reply to the email to test how the agent handles responses. See Send a test email.

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Review a test

Each test appears in Tests history with its status. Open a test to see:
  • Transcript: every turn, plus any actions the agent ran. Click an action to see its request and response.
  • Summary: the post-call analysis, when the call reached a goal.
  • Recording: play it back to judge pacing, interruptions, and pronunciation.
  • Failed tests show the reason.
Answers that came from the knowledge base are marked Knowledge Base Results, with the passages the agent used.

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How tests differ from live calls

  • Test calls are marked as tests. Webhook payloads include isTestCall, so your systems can tell them apart.
  • They’re excluded from the US Federal DNC Registry check.
  • They don’t count toward insights, per-step statistics, or dashboards.

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A testing checklist

Go through the script as the ideal contact. Check that variables are spoken correctly and the call ends cleanly.
Answer differently each time to reach each subflow. Make sure each one ends, transfers, or loops back.
Ask the questions your scenarios and knowledge base should cover. Ask something off-topic to see how the agent recovers.
Talk over the agent, pause for a long time, and say “hold on”. Adjust patience and no-interruption settings if needed.
Trigger every action and transfer. Check the request and response in the transcript.
Let a test call go to voicemail with Enable Voice Mail Detection on, and listen to the message left.
Confirm that the success criterion and summary answers match what happened. If you rely on webhooks, check that your endpoint received the payload.

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Troubleshooting

Save your changes, turn off Insights Mode, and wait for any running test to finish. Only admins can test.
Check the number format (country code included), that the agent has a phone number selected under Channels, and that your number isn’t on the account’s Do Not Call list. Open the test in Tests history to see the failure reason.
A variable value was empty or misspelled. Variable names are case-sensitive; check them in the Variables panel.
Allow microphone access in your browser and check that the right input device is selected.

Versions and split traffic

Test drafts before publishing.

Variables

Values you fill in for tests.

Agent results and insights

Analyze live conversations.

Report a call issue

Tell us when a call goes wrong.

SDK playground

Try the web widget with your own settings and theme.

Path to production

The go-live checklist: test, start small, monitor.