LineHelp

Test your agent before it goes live

Owner, Admin

The Test tab lets you chat with the draft of your agent before you publish it. Tools run in test mode, so nothing is sent or changed.

Before you start

  • You need the Owner or Admin role.
  • The test saves your edits to the draft first.

Test the draft

  1. Open Agents, then select Manage agent on the agent.
  2. Open the Test tab.
  3. Select a channel, for example SMS or Call. Only the channels that the agent works on show.
  4. Select As a customer or As your team.
  5. Type a message, then select Send.
  6. Read the reply. Turn on Steps to see each step the agent took, such as a knowledge search or a tool call.
  7. Select Start again to clear the chat.

For Call, type what the caller says. The test checks what the agent says and does. It does not test the voice or speech recognition.

What a test does not do

A test does not send a message, change a record, create a work item or use credits. Tool calls show the action that the agent would take.

Fix the checks

The Checks card on the Test tab lists setup problems. A blocking check stops a publish.

  • When a check fails, the card shows how many checks you must fix.
  • When all blocking checks pass, the card shows Ready to publish.

The checks test the setup. They do not test if the answers are correct.

Test it live

After you publish the agent and the workflow, test with a real call or message.

  1. Call or text your Line number from a phone that is not in your team.
  2. Open Agents, then select Manage agent on the agent.
  3. Open Activity.
  4. Open the run to see each step.

Review a run

You can record if the agent got it right.

  1. In Activity, open the run.
  2. Select Review.
  3. In Outcome, select Resolved, Needs follow-up, Incorrect or Unsafe.
  4. Optional: add a Note.
  5. Select Save review.

Common problems

The test replies, but customers get no reply. The test uses the draft. Customers get the published version, and only through a workflow. Publish the agent, then check that a workflow has an Agent step for it. See Agent not answering.

A channel is missing in the Test tab. Turn the channel on under Where does the Agent work? in the Identity tab.