Distance testing plan
A comprehensive testing plan to validate AI agents, call transfers, ticketing, notifications, and Knowledge Base configuration before going live.
Introduction
The Distance Testing Plan ensures that your AI Voice and AI Chat agents, call routing, ticketing rules, notifications, and Knowledge Base content function correctly and provide a consistent customer experience. By following this plan, your team can identify issues, validate scripts and scenarios, and confirm that all settings are configured for real-world use.
This plan helps prevent misrouted calls, incorrect ticketing, or inaccurate AI responses when interacting with customers.
Voice agent testing
Validate that the AI Voice agent follows the configured script from greeting to call completion.
Initial validation
Call the assigned business number
Confirm the greeting matches your configured script
Verify tone and pacing align with expectations
Confirm caller details are captured correctly
Review the generated call log and ticket after completion
Scenario coverage
Test the following scenarios fully from start to finish:
Existing customer inquiry
New service request
Service the company does not offer
Booking or scheduling request
Customer complaint or negative feedback
Caller requesting a human representative
Caller requesting a specific extension
For new service requests, test:
Multiple issue types
All relevant “If the caller…” conditions within the script
Each scenario should follow the complete script path through call closing.
Script robustness and behavior testing
Validate how the agent handles non-ideal or unexpected input.
Random or unexpected inputs
Test how the agent responds when the caller:
Provides vague responses (e.g., “I’m not sure why I called.”)
Changes topics mid-conversation
Answers the wrong question
Provides incomplete or confusing responses
Confirm the agent:
Redirects the conversation appropriately
Maintains logical script flow
Does not skip required questions
Intentional path deviation
Intentionally disrupt the expected flow:
Ask about pricing before identifying the issue
Attempt to schedule immediately
Mention multiple issues in one response
Switch between “existing” and “new” service mid-call
Confirm the agent:
Maintains structure
Returns to required questions
Does not prematurely complete the call
Call transfer testing
Confirm transfer rules trigger correctly and route calls to the intended destination.
Transfer trigger testing
Test both approaches:
Follow the script step-by-step until a transfer condition is met
Directly state transfer keywords or phrases
Also test:
Requesting a human at random points
Interrupting the agent with “Can I speak to someone?”
Asking for a specific extension
Mentioning transfer-related phrases casually
Repeating transfer keywords
Confirm:
Transfers only trigger when appropriate
You hear ringing after transfer
The call routes to the correct phone number
Transfer configuration validation
Before testing transfers:
Confirm the agent’s phone number is assigned on its homepage
Confirm the number is not used by another voice agent or transfer rule
If transferring to multiple numbers:
Confirm “Round robin” routing works correctly
Verify calls move to the next number if unanswered
Ticket creation validation
Confirm tickets are automatically generated with accurate data.
Test:
Complete a voice call
Complete a chat conversation
Verify the created ticket includes:
Customer contact information
Full conversation transcript
Correct ticket type
Correct assignment (based on rules)
Accurate time and date stamps
If incorrect information appears:
Identify the script section responsible
Update the script
Retest the affected scenario
Ticket assignment and notification testing
Confirm routing logic and notification settings function correctly.
Test:
Ticket creation from different AI agents
Scenarios that should trigger specific assignment rules
A scenario where no custom rule applies (Default Assignment Rule)
Verify that assigned team members receive notifications based on their personal settings:
Email notification
SMS notification (if enabled)
Call notification (if enabled)
Have at least one team member confirm receipt.
Chat agent validation
Confirm the AI Chat agent performs consistently across channels.
Test using:
Playground
Connected messaging channels
Validate:
Greeting accuracy
Tone and response length
Script structure
FAQ handling
Knowledge Base usage
After updates to:
Script
Knowledge Base
Agent capabilities
Retest relevant scenarios to confirm changes are functioning as expected.
Knowledge Base review
Confirm Knowledge Base content supports accurate AI responses.
Review:
Business overview accuracy
Coverage of common customer questions
Custom questions completeness
Test by asking:
Common customer inquiries
Edge-case scenarios
Questions phrased in multiple ways
After testing:
Identify missing or weak responses
Add or refine custom questions
Retest affected areas
Completing this testing plan ensures your AI agents and system are ready to handle real customer interactions smoothly and accurately.
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