Testing conversation flows in AI agents


After you create or update an AI agent, you can test that it functions as intended before making it live. From within the add-on, you can access a test widget to safely test the overall customer experience or specific dialogue flows.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise










The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.

After you create or update an AI agent, you can test that it functions as intended
before making it live. From within the add-on, you can access a test widget to safely
test the overall customer experience or specific dialogue flows.
This article contains the following topics:

About the AI agent test widget
Testing AI agent conversations end-to-end
Testing specific dialogues in AI agents
Reviewing predicted use cases or intents



About the AI agent test widget

You can use the test widget to simulate the current customer experience of
interacting with the AI agent. It starts from the welcome reply and includes all
currently active settings, including instructions. Test conversations are recorded in conversation logs for later review.
Note that you can't use the test widget to test the following elements, all of which
are tied to your customer relationship management (CRM) platform:

CRM actions
Escalations triggered by the Escalation dialogue block

Rich-text messaging templates

The test widget isn't integrated with your CRM, as its main purpose is to test
dialogue flows. If you want to test CRM-based events, use the Web Widget embedded on your website or help center
instead.
However, keep in mind that conversations in the test widget don't consume automated resolutions, but conversations in the Web
Widget on your website or help center do.



Testing AI agent conversations end-to-end

You can test the end-to-end behavior of an AI agent using the test widget.
To test an AI agent

In the AI agents workspace, select the AI agent you want to work
with.
Click Test AI agent. The test widget appears.


Use the widget to start a conversation with the AI agent.
To start the conversation over, click the options menu icon ( ) in the test widget and
select Restart Chat.
To go directly to the logged conversation, click the options menu icon ( ) in the test widget and
select Open in Conversation Logs.




Testing specific dialogues in AI agents

While using the dialogue builder to create conversation flows for your
AI agent, you can test the dialogue you’re working on. You can also test a branch of
the dialogue starting from a specific block.
To test a dialogue


Create a new dialogue, or open a dialogue for editing.
In the top-right, click Test dialogue.
In the Session parameters dialog, do one of the following:
To test the flow using a specific parameter, select a Parameter
and enter a Value, then click Test.
To ignore all previously set parameters, click Test without
parameters.


Tip: To remember your selection for next time, deselect Ask
me every time.


In the test widget that appears, test the dialogue by sending messages to the AI
agent.
To change session parameters during a test, click the options menu icon ( ) in the test widget and
select Change parameters.


To start a conversation over, click the options menu icon ( ) in the test widget and
select Restart Chat.
To go directly to the logged conversation, click the options menu icon ( ) in the test widget and
select Open in Conversation Logs.

To test a branch of a dialogue

In the dialogue builder, hover over the block you want to start from and click
Test branch ( ). You can start from any type of
block except for Customer message and Link to blocks.






Reviewing predicted use cases or intents

In any test mode, you can review the top use cases or intents that the AI agent
predicted for a customer message, including confidence level. If you’re using a
zero-training AI agent or an AI agent with agentic AI, you see use case predictions.
If you’re using an expression-based AI agent, you see intent predictions.

To review top predicted intents or use cases
In the test widget, hover over a customer message.
Click the View predicted intents icon ( ) to the left of the
message. The top predictions dialog appears.





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