Playground
The Playground provides a real-time environment to test AI Chat agents, preview responses, and validate tone, behavior, and knowledge before going live.
The Playground lets your team interact with AI Chat agents in real time, simulate customer conversations, and review responses to ensure tone, knowledge, and behavior match your business standards. It is intended for testing and validation, not live customer interactions.
The Playground can be accessed by clicking it on the left sidebar to open the chat interface and start testing your AI Chat agents.
Why use the Playground
Preview agent behavior. Simulate questions to see how AI responds in different scenarios.
Ensure consistency. Check that tone, script, and response style match your business standards.
Test before going live. Validate workflows, greetings, and conversation flows without impacting real customers.
Troubleshoot and refine. Identify gaps in knowledge, correct responses, and update scripts before deployment.
Selecting an agent to test
At the top-left of the Playground, click the dropdown to choose which AI Chat agent you want to test.
This allows you to switch between different agents (for example, sales, support, or after-hours) without leaving the Playground.
Testing conversations
To test your agent:
Type a message into the text box at the bottom of the screen.
Press Enter to send the message.
Review how the agent responds in real time.
You can ask general questions, edge cases, or specific service-related inquiries to see how the agent behaves.
Restarting a chat
To start fresh, click Restart chat in the upper-right corner of the Playground. This clears the current conversation and resets the context, allowing you to test a new scenario from the beginning.
Playground side panel
On the right side of the Playground, there is an information panel with two tabs: Overview and Sample questions.
Overview tab
The Overview tab displays contextual information related to the active test conversation. It is divided into multiple sections.
Agent overview - This section shows the current agent’s configuration details:
Name
Last updated (date and time)
Tone (Friendly, Neutral, Professional)
Response length (Concise, Standard, Thorough)
Specialization
Click View agent settings to navigate directly to the Agents page and make adjustments.
Contact information - This section displays the contact record associated with the test conversation, including:
Contact ID
Name
Email
Phone number
This helps you understand how contact details would appear or be associated during real conversations.
Ticket information - If a ticket is created during testing, this section shows ticket-related details:
Ticket ID
Title
Ticket type
Ticket status
Summary
Details
This allows you to preview how ticket creation and data capture would look when driven by agent interactions.
Sample questions tab
The Sample questions tab provides pre-written questions you can click to send directly into the chat.
These questions are designed to help you quickly test common scenarios, such as:
General inquiries
Pricing or service questions
Scheduling-related requests
Custom or business-specific questions
Using sample questions helps ensure your agent responds accurately to common customer prompts.
Fine-tuning your agent
If responses are not behaving as expected, you can:
Adjust tone or response length in Agent settings.
Update scripts under the Script tab.
Improve accuracy by updating the Knowledge base.
After making changes, return to the Playground and restart the chat to retest.
Important notes
The Playground is for testing only and does not represent live customer traffic.
Changes made to agent settings or scripts apply immediately once saved.
Playground conversations do not affect real contacts or tickets unless explicitly configured to do so.
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