Testing Your Agent
Private checks in Playground and Agent Studio Test before a confirmed launch
Testing Your Agent#
Test before customers can hear the agent. Playground and Agent Studio → Test are private. A passing check is not a launch. Launch is a confirmed live activation on Deploy.
Two private checks#
| Check | Where | Use it for |
|---|---|---|
| A live private conversation | Playground | One real customer question, follow-ups, and the sources behind the reply |
| Saved checks | Agent Studio → Test | Questions and simulations you want to run again after changes |
Playground#
Open Playground in the agent sidebar. Ask something a customer would send, including the wording they actually use.
- The preview channel switches between Web Widget and Messenger. It changes how the private reply is presented. It does not message a customer.
- Sources shows the snippets used for the latest reply, when a reply used saved knowledge.
- Reply details explains how that reply was produced after you send a message.
- During setup, Looks good and Needs work record whether you trust the reply. Approving it does not enable customer replies.
Agent Studio → Test#
Open Agent Studio → Test.
| Tab | What it does |
|---|---|
| Answer tests | Runs saved customer questions against the agent. Add a question, the answer you expect, and the wording that must or must not appear |
| Simulations | Rehearses a longer customer situation without using a live channel |
| Run history | Shows earlier checks and whether results improved or got worse |
Suggest from knowledge drafts checks from approved Q&A and learned scenarios. Review a draft before you activate it. Run needed checks runs tests that are not already current. Automatic checks, when that card is shown, repeats saved tests on a schedule. A current passing test is skipped.
Fix a failing check in the source, guidance, or tool that owns it, then run the check again. Do not edit the expected answer just to make a wrong reply pass.
What to try#
| Situation | A good result |
|---|---|
| A common question | The answer matches a current source |
| The same question in other words | The meaning stays the same |
| Something you never taught | The agent says it does not know, instead of inventing a price, date, or policy |
| A missing detail | It asks for the detail instead of guessing |
| A booking, order, or payment | The saved record matches the reply, not only the sentence |
| The wrong location | The hours, staff, or services match that location |
| A frustrated or off-topic message | Tone stays on brand, and handoff follows your escalation rule |
For a Filipino audience, try English, Filipino, and a mixed question. The reply should follow the customer, not switch language at random.
After a change#
Retrain sources that still need it, then repeat the private question and any saved test that covers the change. Watch Run history for a regression.
When the private checks look right, open Deploy and confirm the channel. Send one controlled customer message and read it in Activity → Inbox. Connecting an account, or finishing setup without that confirmation, leaves the agent off.