Preview lets you test the customer experience without mixing test messages into a live customer conversation.
Open Agents, choose an agent, then select Preview.
Build a representative test set
Include:
- Common questions with one clear answer.
- Questions where conditions change the answer.
- Misspellings and short conversational wording.
- A question that is not covered by your knowledge.
- A request for a person.
- A blocked-word case.
- Each enabled booking flow.
Inspect the answer
For knowledge-based replies, open Sources and confirm the cited item actually supports the answer. A fluent answer is not enough if the source is unrelated or outdated.
Fix the right layer
Repeat after every important change
Retest the original failure and one nearby case. This confirms the correction without creating a new problem.
Use real wording copied from support conversations after removing names, email addresses, order numbers, and other personal data.
