Talk to your agent yourself before your customers do.
Your agent starts in Test, where it only talks to you. Ask it anything, find what it gets wrong, and fix it. Nothing reaches a customer until you switch it to Live.
Open Agent › Agent settings
Preview it
Choose Preview agent and talk to it the way a customer would, not the way you would. You already know what you meant.
What to ask
The questions you answer most days. A price, which it should either quote or tell you it doesn’t have yet. And something you never told it, which it should say it doesn’t know and take a message on, rather than make something up.
Anything it gets wrong is usually a gap in Knowledge, not a setting. Add the answer there and ask it again.
Choosing a model
Your agent runs on the model you pick. They differ in speed and in how well they hold a long or unusual conversation, and your credits go further on some than others, so this is also what decides how much conversation your plan covers.
Go live
Switch Test to Live. From then on your agent answers customers on every channel you’ve connected, and every conversation shows in your Inbox as it happens.
Switch back to Test whenever you want and it stops answering customers. Last modified on August 25, 2026
