How do I preview an AI agent?

Last updated: November 5, 2026

Use Preview to test an AI agent before making it live. Preview lets you simulate chat and call behavior so you can confirm instructions, tools, voice settings, and routing logic work as expected.

Before you start

  • Create or open the AI agent you want to test.

  • Save any instruction, tool, knowledge base, or voice setting changes before previewing.

  • Prepare sample questions or call scenarios that match real customer interactions.

Steps

  1. Open the AI agent.

  2. Click Preview agent or open the preview area.

  3. Choose a chat preview when you want to test message behavior.

  4. Choose a phone or call preview when you want to test voice behavior.

  5. Run through realistic conversation examples.

  6. Check whether the agent follows instructions, uses knowledge correctly, and triggers tools only when appropriate.

  7. For call previews, listen for voice quality, timing, interruptions, and voicemail behavior.

  8. Update the agent configuration if needed.

  9. Save changes and test again until the behavior matches your workflow.

Tips

  • Test both expected and edge-case scenarios.

  • Use chat preview first for fast instruction testing, then use phone preview for call-specific behavior.

  • Retest after changing instructions, tools, knowledge bases, or voice settings.

  • Keep a short test script for important production workflows.

Troubleshooting

  • The preview response is inconsistent: Simplify or clarify the agent instructions.

  • The agent does not use a tool: Confirm the tool is assigned and explicitly referenced in instructions.

  • Call preview sounds wrong: Review voice, responsiveness, interruption, and pronunciation settings.

  • The agent gives unsupported answers: Attach the correct knowledge base and add guardrails against guessing.