Test and deploy your agent
Previewing the agent before customers see it
In short: Preview lets you check the Customer Agent from a customer’s perspective before changes reach production. It is in Beta and will be available soon.
Testing belongs to the Engine’s Test phase, alongside Simulations and Quality reports. This phase helps you find issues before an interaction becomes customer-facing, while keeping review separate from deploying a live version.
What Preview lets you do
Preview gives you a controlled space to try customer situations and see how the Customer Agent responds. You can ask questions and check the responses, Procedures, and personalization settings before customers see them.
The Test phase also supports previewing agent roles in every language. This helps you review how the agent responds across the experiences you plan to deploy.
What to check
Use Preview to examine the parts of an interaction that could affect a customer’s experience:
- Answers: Ask questions and review the responses.
- Procedures: Check whether configured actions behave as expected.
- Personalization: Review how personalization settings shape the interaction.
- Language: Preview the agent’s role in each language.
These checks help you assess the experience before changes go live. For broader testing, the Test phase includes other tools as well.
How Preview fits with other tests
Preview lets you try the Customer Agent from the customer’s side, while Simulations run scripted conversations against synthetic users to test behavior at scale and catch regressions or edge cases. Quality reports run control questions against the Customer Agent and score each answer.
The Test phase also provides an audit trail for interactions, including the timestamp, decision path, model used, and source citation. Together, these tools support review before customers see the agent.
Preview is one way to check the customer experience before deployment. Use it alongside Simulations and Quality reports to review responses and behavior before changes reach production.