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Testing Your Agent with Preview

Steffen Slavetinsky
Updated

Testing Your Agent with Preview

Before your guests chat with an Agent, you can try it yourself. Preview chat lets you talk to your Agent exactly as a guest would, so you can check its answers, tone, and behavior before you go live.

Opening Preview

  1. Open the Agent from Agents > Overview.
  2. Open the Preview chat tile.

Your Agent's live chat loads right in the page, the same chat your guests will use. Type a message and chat with it just like a guest would.

The Preview chat view showing the Agent's chat widget loaded in the backoffice, with a guest message and the Agent's reply.

What to Test

Preview uses your Agent's real configuration: its knowledge, tone, response length, and features. That makes it the place to confirm everything behaves the way you expect. Try a few different kinds of questions:

  • A question your knowledge clearly answers (for example, "What time is check-in?"). Check that the answer is correct and complete.
  • A borderline question (for example, "Can you recommend a restaurant nearby?"). See how the Agent handles something less precise.
  • A question that isn't in your knowledge (for example, "What's the WiFi password in room 412?"). Confirm the Agent says it doesn't know or hands over to a human, rather than making something up.

Tip: Sometimes it's the combination of what's in your knowledge and how a guest phrases a question that sparks an odd answer. When you spot one, the fix is often a bit of "negative knowledge", a plain statement of what isn't true or isn't offered. Add it as a short knowledge entry and test again. See Knowledge Best Practices for how to do this well.

As you test, watch for three things: the Agent uses the Display Name you set, the tone and length match what you chose, and it stays honest when it doesn't know.

Making Changes

If something feels off, adjust the relevant setting and test again. Because assigning knowledge takes effect instantly, you can add or remove a Place and immediately see the difference in Preview. The same goes for settings and instructions, so Preview is a fast loop: tweak, test, repeat.

What's Next

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