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Test the agent after every change that matters: new knowledge, edited instructions, a new action. The tests below all use the real agent, with the same instructions, knowledge and actions your customers get.
Test conversations are real conversations. They appear in Conversations and count toward your usage and spend cap like any other.
To check the same things every time, without typing them yourself, write tests: a simulated customer talks to the agent, a judge grades each conversation, and you get a pass rate to compare before and after a change. Those conversations stay out of Conversations.

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Preview

Click Preview at the top of any page inside the agent. A panel opens on the right, beside the page you are on, with two tabs: Chat and Call. Both talk to the saved agent, with its knowledge and actions. Save a change and the next message uses it, so you can change something and try it without leaving the page.

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Chat

  • Restart throws the conversation away and starts a new one. Use it after a change, so earlier messages don’t affect the answer.
  • Full page opens the chat on its own page, as a visitor would see it.
  • If the Website chat channel is off, replies in Preview are canned placeholders: “Replies here are canned — switch Website chat on under Channels to test for real.” Switch it on under Channels › Website chat to test for real.
The chat opens with the widget’s Opening message and looks the way the widget is set up under Channels › Website chat. To see a change to the widget’s look before you save it, use the live preview beside its settings on that page instead.

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Call

The Call tab calls the agent from your browser, in the saved voice, exactly as a caller hears it. No phone number is needed, and it works whether or not the phone channel is on. Allow microphone access when your browser asks. The call uses the phone channel’s instructions, voice, phone greeting and actions. To try a different voice, change it under Channels › Phone, save, and call again. Some limits on Preview calls:
  • 15 minutes per session. After that, the call is ended for you.
  • Billed like a phone call. Each started minute counts toward your usage and spend cap. If the workspace has reached its cap, you can’t start a call until the cap is raised.
  • Owners and admins only. People with the Agent role can’t make Preview calls.
  • No live transfer. A Preview call can’t transfer you to your transfer number. To test a transfer, call the agent’s real number.
  • No AI notice. The AI and recording notice is only spoken on real phone calls.
Preview calls appear in Conversations under the channel Browser voice.

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The demo agent

Talk to the demo agent (at /talk, linked from the dashboard before you’ve built an agent) talks to a built-in demo agent, not your own. It’s for hearing what a Wiredesk voice agent sounds like. Demo sessions end after 5 minutes, and each account gets 10 free demo minutes a day.

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Call the real number

Once the agent has a number, call it from your own phone. This is the only way to hear exactly what callers get, including the AI notice and a live transfer. Call from a phone that isn’t forwarded to Wiredesk. Listen for three things: whether it gets your business name right, whether it knows your hours, and what it does when you say “let me talk to someone”. See phone.

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See the widget on a demo page

On Channels › Website chat › Install, click Try it on a demo page. It opens a sample page with your snippet already on it, so you can see the widget in place before you touch your own site. The page also has a sample support button wired to open the widget, and it logs the widget’s events. That’s useful if you plan to use the JavaScript API. The demo page doesn’t tick Chat widget on your site on the setup checklist. Only your own site does.

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Check what it would find

To see which passages the agent would find for a question, without having a full conversation, use Test a question on the Knowledge page. See test a question.

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Test email

Send an email from a personal account to the agent’s address, or to your support address if it forwards there. Then read the reply as a customer would. See email.