Testing AI Agents

Your AI generates responses dynamically based on guidance, knowledge, and context. In Guidance, you can live test changes before deploying them to customers. Use the live view on the right side to validate behavior immediately.

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Live Guidance Testing

The test chat is configured for standard browser usage by default. As you update guidance, you can test those changes right away in the same Guidance tab without deploying anything live.

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Simulate Different Environments

Use the context button to switch channel type and simulate dedicated systems like Salesforce or Zendesk. For website channels, set the browser URL to the exact page you want to test. This is important when guidance depends on page-level context. For Salesforce and Zendesk channels, you can specify a ticket or case ID during testing.

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Impersonate Users

You can pick users to impersonate during testing. Impersonation sets the runtime context to that user so security boundaries are evaluated correctly. Requests may still be attributed to your account, but context-driven access and behavior follow the impersonated user.

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Set Time and Custom Context

For guidance that depends on time, you can set a specific test time. You can also add custom context fields for any attribute you need, including IDs and other metadata.

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Test Knowledge Builds Before Going Live

If knowledge has changed, you can test a build version in the testing UI without setting that version active. This lets you validate knowledge updates safely before release.