Testing an email AI agent

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<p id="docs-hc-snippet" style="display: none;">You can test an email AI agent in your production orsandbox environment.</p>
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<p class="p">You can test an email AI agent in your production or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6150628316058" target="_blank">sandbox environment</a>.</p>
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<span class="notetitle">Note:</span> Testing an email AI agent in production consumes <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolutions</a>. To avoid being charged for test emails,
test in your sandbox environment.</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul">
<li class="li"><a class="xref" href="#testing-an-email-ai-agent-before-making-it-live-for-customers">Testing an email AI agent before making it live for customers</a></li>
<li class="li"><a class="xref" href="#testing-an-email-ai-agent-that-is-already-live-for-customers">Testing an email AI agent that’s already live for customers</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="testing-an-email-ai-agent-before-making-it-live-for-customers">
<h2 class="title topictitle2" id="ariaid-title2">Testing an email AI agent before making it live for customers</h2>
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<p class="p">During the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034#topic_lng_c1c_2jc" target="_blank">email AI agent creation flow</a>, you have an opportunity to test it to make sure it responds as you expect. However, if you finish creating the AI agent but haven’t yet <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394#topic_shc_1gc_2jc" target="_blank">activated it</a>, you can still perform additional testing.</p>
<p class="p"><strong class="ph b">To test an email AI agent before activating it</strong></p>
<div class="p">
<ol class="ol">
<li class="li">Send an email to the email address you configured when you created the AI
agent.</li>
<li class="li">Review the AI agent’s response in one of the following places: <ul class="ul" id="testing-an-email-ai-agent-before-making-it-live-for-customers__ul_v5y_gs1_lkc">
<li class="li">
<strong class="ph b">Conversation logs in the AI agents workspace.</strong> See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">Reviewing the conversation logs for an AI agent</a>.</li>
<li class="li">
<strong class="ph b">Tickets in Zendesk Support.</strong> See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Creating views to build customized lists of tickets</a>.
<div class="note tip" id="testing-an-email-ai-agent-before-making-it-live-for-customers__note_w5y_gs1_lkc">
<span class="tiptitle">Tip:</span> The easiest way to create a view for an
email AI agent’s tickets is to set the <strong class="ph b">Ticket: Received at</strong> condition to
the AI agent’s associated email address.</div>
</li>
<li class="li"><strong class="ph b">Your email inbox.</strong></li>
</ul>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394#topic_qp4_lhc_2jc" target="_blank">Update the AI agent’s configuration as needed</a>,
then repeat steps 1 and 2.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="testing-an-email-ai-agent-that-is-already-live-for-customers">
<h2 class="title topictitle2" id="ariaid-title3">Testing an email AI agent that’s already live for customers</h2>
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<p class="p">Even after an email AI agent is live for customers, you can still test it without impacting the live customer experience or your human agents’ workflows. The recommended way to do this is to create a copy of your AI agent for testing.</p>
<p class="p"><strong class="ph b">To test an email AI agent that’s already live</strong></p>
<div class="p">
<ol class="ol">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394#topic_ns3_bgc_2jc" target="_blank">Create a copy</a> of the email AI agent you want
to test.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842868506#topic_wg1_1zk_zm" target="_blank">Create a support address</a> specifically for
testing.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394#topic_gws_1gc_2jc" target="_blank">Manage the AI agent’s channels</a> to remove it
from all live support addresses and add it only to the test support address you
created in the previous step.</li>
<li class="li">Send an email to the test support address.</li>
<li class="li">Review the AI agent’s response in one of the following places: <ul class="ul" id="testing-an-email-ai-agent-that-is-already-live-for-customers__ul_a5d_3s1_lkc">
<li class="li">
<strong class="ph b">Conversation logs in the AI agents workspace.</strong> See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">Reviewing the conversation logs for an AI agent</a>.</li>
<li class="li">
<strong class="ph b">Tickets in Zendesk Support.</strong> See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Creating views to build customized lists of tickets</a>.
<div class="note tip" id="testing-an-email-ai-agent-that-is-already-live-for-customers__note_b5d_3s1_lkc">
<span class="tiptitle">Tip:</span> The easiest way to create a view for an
email AI agent’s tickets is to set the <strong class="ph b">Ticket: Received at</strong> condition to
the AI agent’s associated email address.</div>
</li>
<li class="li">Your email inbox.</li>
</ul>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394#topic_qp4_lhc_2jc" target="_blank">Update the AI agent’s configuration as needed</a>,
then repeat steps 4 and 5. <div class="note" id="testing-an-email-ai-agent-that-is-already-live-for-customers__note_c5d_3s1_lkc">
<span class="notetitle">Note:</span> As you iterate, keep track of
the changes you make to the test copy of the AI agent.</div>
</li>
<li class="li">Make the same changes to the live email AI agent.</li>
</ol>
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