Testing conversation flows in AI agents

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p class="p">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.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="dialogue_builder_testing__ul_tbs_11m_52c">
<li class="li"><a class="xref" href="#topic_k2d_l4l_khc">About the AI agent test widget</a></li>
<li class="li"><a class="xref" href="#topic_esg_nnm_3fc">Testing AI agent conversations end-to-end</a></li>
<li class="li"><a class="xref" href="#topic_ct4_1qm_3fc">Testing specific dialogues in AI agents</a></li>
<li class="li"><a class="xref" href="#topic_c23_3wm_3fc">Reviewing predicted use cases or intents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_k2d_l4l_khc">
<h2 class="title topictitle2" id="ariaid-title2">About the AI agent test widget</h2>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756721178" target="_blank">settings</a>, including <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749291290" target="_blank">instructions</a>. Test conversations are recorded in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">conversation logs</a> for later review.</p>
<p class="p">Note that you can't use the test widget to test the following elements:</p>
<ul class="ul" id="topic_k2d_l4l_khc__ul_xfq_wnl_khc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290#topic_kyv_jnl_rgc" target="_blank">CRM actions</a></li>
<li class="li">Escalations triggered by the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810#topic_krz_vym_g2c" target="_blank">Escalation dialogue block</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757976474" target="_blank">Structured message templates</a>,
including forms, webviews, and custom templates</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8087943201306" target="_blank">Restricted help center content</a></li>
</ul>
<p class="p">Additionally, sources supporting AI-generated answers appear differently in the test
widget than they do in the Web Widget.</p>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500748175258" target="_blank">Web Widget</a> embedded on your website or help center
instead.</p>
<p class="p">However, keep in mind that conversations in the test widget don't consume <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolutions</a>, but conversations in the Web
Widget on your website or help center do.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_esg_nnm_3fc">
<h2 class="title topictitle2" id="ariaid-title3"><strong class="ph b" id="docs-internal-guid-fa3656ac-7fff-afda-7bbe-9381449cb87d">Testing AI agent conversations end-to-end</strong></h2>
<div class="body">
<p class="p">You can test the end-to-end behavior of an AI agent using the test widget.</p>
<p class="p"><strong class="ph b">To test an AI agent</strong></p>
<ol class="ol">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li">Click <strong class="ph b">Test AI agent</strong>.<p class="p">The test widget appears.</p>
<p class="p"><img class="image" id="topic_esg_nnm_3fc__image_dqh_w4m_3fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_test_widget.png"></p>
</li>
<li class="li">Use the widget to start a conversation with the AI agent.</li>
<li class="li">To start the conversation over, click the options menu icon (<img class="image" height="16" id="topic_esg_nnm_3fc__image_fsn_y1d_jfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) in the test widget and
select <strong class="ph b">Restart Chat</strong>.</li>
<li class="li">To go directly to the logged conversation, click the options menu icon (<img class="image" height="16" id="topic_esg_nnm_3fc__image_tzg_vbf_kfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) in the test widget and
select <strong class="ph b">Open in Conversation Logs</strong>. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ct4_1qm_3fc">
<h2 class="title topictitle2" id="ariaid-title4">Testing specific dialogues in AI agents</h2>
<div class="body">
<p class="p">While using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue builder</a> 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. </p>
<p class="p"><strong class="ph b">To test a dialogue</strong></p>
<ol class="ol">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">Create a new dialogue</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9066753203738" target="_blank">open a dialogue for editing</a>.</li>
<li class="li">In the top-right, click <strong class="ph b">Test dialogue</strong>. </li>
<li class="li">In the Session parameters dialog, do one of the following:<ul class="ul" id="topic_ct4_1qm_3fc__ul_vwm_2rm_3fc">
<li class="li">To test the flow using a specific parameter, select a <strong class="ph b">Parameter</strong>
and enter a <strong class="ph b">Value</strong>, then click <strong class="ph b">Test</strong>.</li>
<li class="li">To ignore all previously set parameters, click <strong class="ph b">Test without
parameters</strong>.</li>
</ul>
<div class="note tip">
<span class="tiptitle">Tip:</span> To remember your selection for next time, deselect <strong class="ph b">Ask
me every time</strong>.</div>
<p class="p"><img class="image" id="topic_ct4_1qm_3fc__image_gtc_jsm_3fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_session_parameters_dialog.png"></p>
</li>
<li class="li">In the test widget that appears, test the dialogue by sending messages to the AI
agent.</li>
<li class="li">To change session parameters during a test, click the options menu icon (<img class="image" height="16" id="topic_ct4_1qm_3fc__image_cx3_z1d_jfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) in the test widget and
select <strong class="ph b">Change parameters</strong>.<p class="p">
<img class="image" id="topic_ct4_1qm_3fc__image_kgh_lgc_jfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_test_widget_change_parameters.png"></p>
</li>
<li class="li">To start a conversation over, click the options menu icon (<img class="image" height="16" id="topic_ct4_1qm_3fc__image_kmm_btf_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) in the test widget and
select <strong class="ph b">Restart Chat</strong>.</li>
<li class="li">To go directly to the logged conversation, click the options menu icon (<img class="image" height="16" id="topic_ct4_1qm_3fc__image_igt_x1d_jfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) in the test widget and
select <strong class="ph b">Open in Conversation Logs</strong>. </li>
</ol>
<p class="p"><strong class="ph b">To test a branch of a dialogue</strong></p>
<ol class="ol" id="topic_ct4_1qm_3fc__ol_nck_bvm_3fc">
<li class="li">In the dialogue builder, hover over the block you want to start from and click
<strong class="ph b">Test branch</strong> (<img class="image" id="topic_ct4_1qm_3fc__image_mlk_2vm_3fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_dialogue_builder_test_branch_icon.png">).<p class="p">You can start from any type of
block except for Customer message and Link to blocks.</p>
<p class="p"><img class="image" id="topic_ct4_1qm_3fc__image_r2h_bwm_3fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_dialogue_builder_test_branch.png"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_c23_3wm_3fc">
<h2 class="title topictitle2" id="ariaid-title5">Reviewing predicted use cases or intents</h2>
<div class="body">
<p class="p">In any test mode, you can review the top use cases that the AI agent predicted for a
customer message.</p>
<div class="p">
<strong class="ph b">To review top predicted intents or use cases</strong><ol class="ol" id="topic_c23_3wm_3fc__ol_k3x_4wm_3fc">
<li class="li">In the test widget, hover over a customer message.</li>
<li class="li">Click the <strong class="ph b">View predicted intents</strong> icon (<img class="image" height="16" id="topic_c23_3wm_3fc__image_vyt_1xm_3fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon.png" width="16">) to the left of the
message. The top predictions dialog appears.<p class="p"><img class="image" id="topic_c23_3wm_3fc__image_efs_dxm_3fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_test_widget_view_predicted_intents.png"></p>
</li>
</ol>
</div>
</div>
</div>
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