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A test is a conversation your agent has with a simulated customer. You describe who the customer is and what they want, and the one thing that has to happen for the conversation to count as a success. Wiredesk plays that conversation as many times as you ask, grades each one, and shows you the transcripts. Use tests to check a change before customers meet it: new instructions, new knowledge, a new action. Run the same tests again after the change and compare the pass rate. Tests are under Agents → your agent → Tests.

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How a run works

Each conversation in a run goes like this:
  1. A simulated customer, played by another AI model, opens the conversation from the description you wrote. It only knows that description and the conversation so far. It never sees your agent’s instructions or the success criterion.
  2. Your agent replies with its real setup on that channel: its instructions (including the channel’s own wording), its knowledge, its actions and its procedures.
  3. They keep talking until the customer is done or the conversation reaches its max turns.
  4. A judge, another AI model, reads the finished conversation and every action the agent called, with what it sent and what came back, and passes or fails it against your success criterion, with a reason.
  5. If the test lists expected actions, the actions the agent called are checked too.
A conversation passes only when the judge passes it and the action check passes. The simulated customer and the judge use the same model in every test, so pass rates can be compared between tests and between runs.
Test conversations never reach your customers. They don’t appear in Conversations, the inbox or Analytics, and nothing is booked, saved or sent unless you set a read-only action to Live. Each agent reply counts toward your usage and spend cap like a reply in a real conversation; the simulated customer and the judge are not charged.

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Create a test

On Tests, click New test (Create a test before the first one).
Keep the success criterion to one clear outcome. The judge grades against it alone, so “books a demo for next week” gives more reliable results than a list of five things.
Save and run 3 times saves the test and starts three conversations. Save only saves it.

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Expected actions

Tick an action under Actions to expect it.
  • None ticked (the default): actions aren’t checked. The agent can call any action, or none, and only the judge grades. The test shows Not asserted.
  • Any ticked: the agent must call exactly those actions, no more and no fewer. One that was never called, or one that wasn’t ticked, fails the conversation even when the judge passed it.
Order doesn’t matter, calling the same action twice counts once, and a call that returned an error still counts. Searching knowledge isn’t an action and is never counted. Following a procedure isn’t an action, so it is never checked here, and a test never adds to a procedure’s counts. The check only looks at which actions were called. To check what was sent, for example the right date, put it in the success criterion: the judge sees each action’s inputs. If A person in chat & email is limited to business hours on Handoff, a test run outside them can’t call it, the same as a real conversation.

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Action responses

By default every action returns a success without running, so a test never books a meeting, saves a lead, opens a ticket or notifies anyone. Choose what an action returns next to it: Every action is marked Read-only or Writes data. Live is locked for actions that write data. A success or a mock response is only returned when the call has what the real action needs. If the agent saves a lead without a required field, or takes a message without a way to reach the customer, the action fails with the same error it gives in a real conversation.

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Run a test

  • From the Tests page: tick tests and click Run selected, or open a test’s ⋯ menu and click Run 3 times.
  • From a test’s page: click Run again.
Each Run button runs every test three times. The arrow beside it picks 1, 3, 5, 10 or 20. Conversations run in the background, five at a time per workspace; the rest wait as Queued. You can leave the page. While a test is running you can’t edit it or run it again, and Run selected skips it.

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Read the results

Open a test to see its latest run:
  • Pass rate: the share of graded conversations that passed. Conversations with No verdict aren’t counted.
  • Conversations finished: how many of the run’s conversations are done.
  • The runs table: one row per conversation with its status, turns, the actions the agent called, and how long it took.
Click a row to read the conversation. The judge’s reason is at the top, with Never called and Not expected under it when the action check failed. Under each reply, open the actions line to see what each action was sent and what it returned, labelled Mocked response or Response. Earlier runs lists the test’s last ten runs with their pass rates. Click one to open it. Export results downloads the run as a CSV: one row per conversation with its status, turns, actions called, never called and not expected, how long it took, when it started, the judge’s reason and any error. The Configuration card under the results shows how the test is set up.

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Manage tests

Search the list by name, or show only tests that are Completed, In progress or Never run. From a test’s ⋯ menu on the Tests page:
  • Edit test: the next run uses the new setup. Earlier runs keep their results.
  • Duplicate test: opens the editor with a copy, to make a variation.
  • Export results: the latest run as CSV.
  • Delete test: removes the test and its run history. This can’t be undone.
Creating, editing, running and deleting tests needs the Admin or Owner role. Everyone in the workspace can read the results.

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Limits