The test chat lets you speak with the agent before connecting customers. Evaluate factual accuracy as well as speed.
Typical requests
- Ask about a product or service in the knowledge base.
- Check how the agent asks for a missing size, city or other detail.
- Make sure it does not repeat a question the customer has answered.
Knowledge boundaries
- Ask about a product absent from the catalog.
- Ask for stock or delivery details missing from the documents.
- The agent should acknowledge missing data and offer a human check.
Test actions separately
- Leads and operator handoffs are simulated in test chat and are not saved as customer actions.
- In a real channel, check that the lead appears in the workspace.
- Compare the conversation, call log and integration delivery status.