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Before your agent talks to real customers, have the conversation yourself and check what it answers.

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What you will get

You will have a test conversation with your agent, with your unpublished changes already applied. And you will fix whatever does not convince you before anyone else sees it.

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Requirements

  • An agent created in your account
  • Nothing else. You do not need to connect WhatsApp or any other channel to test it

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Open the preview

The preview is the chat that appears to the left of your agent’s configuration. In the sidebar, go to AI Agents and open your agent. In the chat on the left, choose the Test mode. The other mode, Edit behavior, is the assistant that edits the configuration for you.
Test preview header with controls to copy the link, open a new tab, and refresh.

The two chat modes and, on the right, the three preview controls.

This is how it looks on screen: the chat takes the left half and the configuration the right.
Agent screen with the preview on the left and the configuration cards on the right.

The preview on the left, the agent configuration on the right.

That chat accompanies the Behavior, Knowledge, Catalog, Tools, and Settings tabs. There is one place where it does not appear: when you open a channel from Channels — WhatsApp, Instagram, the widget — the preview is hidden so the channel configuration gets the whole screen. It comes back as soon as you return to any other tab. On a phone the chat does not sit next to the configuration: alternate between Chat and Workspace.

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The preview tests your draft

This is the whole point of the preview: it answers with your draft, that is, with the changes you have not published yet. While your customers are still served by the published behavior, you are already talking to the new version. That is why it pays to test before publishing and not after. Test conversations do not appear in your Inbox, so you can get things wrong without cluttering your team’s work.

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Test and fix

1

Write the way a customer would

Send a real customer question: “do you have availability on Friday?” or “how much is the blue model?”
2

Read the whole reply

Look at the tone, the facts, and the order in which it asks for things. When the agent uses a tool — searching the catalog, booking — the preview shows it next to the reply. Open it to see what data it ran with and what it returned.
3

Adjust the configuration

Change what you need in Behavior, Knowledge, or Catalog.Mind the difference: in Behavior your changes save themselves into the draft and do not go out until you publish. What you change in Knowledge and Catalog is live immediately, including for customers who are writing right now.
4

Start from scratch

Above the chat there are three icons. Refresh preview starts a new conversation with the configuration you have edited.
5

Publish when you are convinced

In the Behavior tab, select Save behavior so the draft becomes active.
The other two icons are Copy preview link and Open in new tab. They are for reviewing the chat full size or from your phone.

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What to test

  • The questions your customers repeat most.
  • The hard cases: someone annoyed, an off-topic question, a price that does not exist.
  • The moment of booking, quoting, or closing the sale.
  • A conversation that should end with a person from your team handling it.
  • The languages your customers write to you in.

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How to know it worked

Your agent answers with the tone and the facts you defined, and follows the order of your Process. In the cases you marked as limits, it answers the way you asked instead of improvising. Ask the same question again after Refresh preview: if the answer changed in the direction you wanted, the draft already carries your edit.

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If something goes wrong

  • The chat does not appear: you are inside a channel’s configuration, where the preview is hidden. Go back to Behavior or any other tab of the agent.
  • It answers dragging in what was already said: select Refresh preview to start a new conversation without that context.
  • It says it does not have that information: the fact is not in its configuration. Add it under Key Information or as a knowledge source.
  • It stops replying all at once: each conversation has a cap on inbound messages per hour, and a long test reaches it. Check Conversation Message Limit in the Settings tab.

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Next steps