Testing, sessions, and traces

Use Playground, Sessions, and Analytics together to verify an agent before deploying it.

#Playground

The Playground is the safest place to test an agent.

Use it to verify:

• Welcome message and suggested questions.
• Knowledge-backed answers.
• Refusals and fallback behavior.
• Module actions.
• Multilingual behavior.
• Escalation behavior.

The Playground also exposes the live preview URL for the current agent.

#Live toggle

The agent header includes a live/offline toggle.

Recommended workflow:

1. Keep the agent offline while configuring it.
2. Test in Playground.
3. Add knowledge and modules.
4. Test again.
5. Turn the agent live only after it behaves correctly.

#Sessions

Open Sessions to review user conversations.

Use sessions to inspect:

• Web widget sessions.
• WhatsApp sessions.
• Conversation history.
• Paused or escalated sessions.
• User metadata when available.

Sessions help you understand what users actually ask and where the agent needs better source material.

#Analytics

Use Analytics to monitor usage and behavior after launch.

Watch:

• Message volume.
• Active conversations.
• Repeated questions.
• Escalations.
• Cost or credit usage if billing is enabled.

#How to test a production-ready agent

Run this checklist:

• Ask top 10 customer FAQs.
• Ask questions with missing information.
• Ask questions that require policy boundaries.
• Ask short, vague questions.
• Ask multilingual versions if needed.
• Trigger every enabled module action.
• Check that sensitive workflows escalate when required.

#Fixing bad answers

If the answer is wrong, debug in this order:

1. Is the answer present in the knowledge source?
2. Is the correct knowledge base attached to the agent?
3. Is the search strategy appropriate?
4. Are system instructions conflicting with the source material?
5. Is the module enabled for this agent?

Do not fix grounding problems only by adding prompt text. Update the source knowledge when the business fact is missing or outdated.

#Related guides

• Upload and manage knowledge
• Configure agent settings
• Modules overview