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Before your agent talks to real customers, test it. That’s how you confirm it replies with the information and tone you set, and fix anything that’s off.

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The chat preview

Next to your agent’s configuration there’s always a Chat preview. It’s a test conversation: you write as if you were a customer and your agent replies instantly.
1

Write as a customer

In the preview, send a real customer question, for example “do you have availability on Friday?” or “how much is the blue model?”
2

Review the reply

Look at the tone, the information, and the steps it follows. Does it respond the way you want?
3

Adjust and test again

If something’s not right, change the behavior or the knowledge and test again with New conversation.
The preview always uses your draft — your most recent changes, even before you publish them. So you can test with confidence before saving.

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What to test

  • Your customers’ most frequent questions.
  • Tricky cases: an upset customer, an off-topic question, a price that doesn’t exist.
  • The moment of booking or closing a sale.
  • When it should hand the conversation to a person.
Once you’re happy with the replies, publish your changes and connect a channel to go live.