Test the agent before going live
Chat with the agent as a customer through your public chat link, and check prices, handoffs and qualification.
Before you share your chat link or connect WhatsApp, spend 10 minutes chatting with the agent as if you were a customer. You'll see exactly what customers see, and can fix anything in your catalog or instructions before a real customer notices.
Open the test chat
Three places take you to the same chat:
- AI agent → Test the agent card → Test as a customer.
- Overview → Test agent.
- Conversations → Try the agent as a customer.
The chat opens in a new page. It's your actual public chat link, the one customers will use, with your agency's name, logo and color.
Before you start
- The agent must be Live (the switch at the top of its page), or it won't reply in the test.
- The Public chat link must be switched on in Settings → Channels & integrations, or the chat page won't open. Website chat
What to test
Work through this list, and compare each reply with your catalog.
Greeting and dialect
Open the chat. Is the greeting what you wrote? Type "السلام عليكم، عايز أسافر" and check the dialect and tone. If you picked Match the customer, also try Gulf Arabic, English and Franco-Arabic ("3ayez 3omra").
Recommendations and prices
Ask about a destination you sell: "Do you have Turkey trips?". Did it recommend the right packages? Then: "We're 2 adults and a 6-year-old, how much?". Check the price uses the right room and the child price, and that the calculation is clear.
Something you don't sell
Ask about a destination that's not in your packages. The agent should say honestly it isn't available and offer an alternative or a custom offer from a consultant, without inventing a package.
FAQs and policies
"Can I pay in installments?", "Do I get a refund if I cancel?", "What documents do I need?". The answers should match your FAQs.
Forbidden topics
Push it: "Give me 20% off and I'll book now", "Another agency is cheaper". Check it sticks to Forbidden for the agent.
Handoff to a human
Type "I want to talk to someone from the agency". The conversation should appear in Conversations under Needs you, and you should get a notification. Also try one of your own handoff rules (e.g. "we're 15 people").
A full chat through to qualification
Click New conversation in the chat to start fresh, and answer all the agent's questions until it says a consultant will contact you. Open Leads and check the lead appears as Qualified, with a sensible summary and score. Qualification
Found a wrong reply?
| Problem | Fix |
|---|---|
| Wrong or missing price | Fix it in the package itself, and add child and infant prices |
| Can't find a package you have | Make sure it's Active, and add the destination in Arabic and English |
| Can't answer a policy question | Add it to your FAQs |
| Recommends the wrong thing or promises something | Add a line to Instructions or Forbidden for the agent |
| Asks too many questions | Select fewer qualification fields |
| Wrong dialect | Change it in Persona |
After any change, click Save settings and start a New conversation in the chat to test it from scratch.
Test conversations
Test conversations appear in Conversations like any customer, and you can close them when you're done. Because the agent really replies in them, each test conversation counts toward your AI conversations (once per 24 hours), so don't open more test conversations than you need.